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← WO Overview

WO-01352277 ↗ ServiceMax

VillageMD • Virtual Tech - Field Repair • P3

📍 VM McDonough - (GA71-S50093) — 210 College St, McDonough GA, 30253

Feb 17, 2026 → Feb 23, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Feb 20, 2026
✗ SLA Missed (1 biz days late)
Active: 4 biz days
Budget: 3 biz days
🕐 Clock stopped: Tech Off Site (Feb 23, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 17 → Feb 17, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: L2 Screening
Feb 17 → Feb 17, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Feb 17 → Feb 17, 2026
0 business days (not counted)
1d
▶ Clock Running
Status: Reschedule
Feb 17 → Feb 18, 2026
1 business day (counted)
Running total: 1 of 3 biz days used
1d
▶ Clock Running
Status: Assigned
Feb 18 → Feb 19, 2026
1 business day (counted)
Running total: 2 of 3 biz days used
2d
▶ Clock Running
Status: Scheduled
Feb 19 → Feb 23, 2026
2 business days (counted)
Running total: 4 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Feb 23 → Feb 23, 2026
0 business days (counted)
Running total: 4 of 3 biz days used
Created: Feb 17, 2026 Tech Off Site: Feb 23, 2026
Business Days Used 4 / 3
0 3d budget +1d over
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Feb 17 → Feb 17 Created ▶ Running 0 0 / 3
Feb 17 → Feb 17 L2 Screening ▶ Running 0 0 / 3
Feb 17 → Feb 17 Awaiting Parts ⏸ Paused 0 —
Feb 17 → Feb 18 Reschedule ▶ Running 1 1 / 3
Feb 18 → Feb 19 Assigned ▶ Running 1 2 / 3
Feb 19 → Feb 23 Scheduled ▶ Running 2 4 / 3
Feb 23 → Feb 23 Tech On Site ▶ Running 0 4 / 3
Dispatch 0.0d
Material Management 0.4d
Coordinators 6.0d
Field Work 1.7d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
0.4 days
Coordinators
6.0 days
Over SLA
Field Work
1.7 days
Billing
0.0 days
Created: Feb 17, 2026 Due: Feb 24, 2026 Completed: Feb 24, 2026 (on time)
📅
5.5 days Total Age
⏱️
3.0d in Scheduled Longest Stage
🔄
10 transitions Status Changes
⚠️
3.7d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00568206
Open WO-01351000 - customer requesting quote
Closed
Q-00032537 Follow up to WO-01313237 Inspection #: 31023 Asset ID: 6129440 Serial #: None Model: Welch Allyn - 767 Series Notes: Noticeable physical damage on device Follow-up required. 2/9 DI: One rheostat handle has exposed wiring and the other handle does not turn/adjust - need to replace both rheostat handles on this device https://www.ebiotrack.com/workorder.php?wo=71568 part ordered QTY 1 PN 104299
Priority
High
Origin
Phone
Reason
New Case
Contact
Ricky Deloach
Owner
Erin Martin
Created
Feb 13, 2026
Work Orders from this Case (1)
WO-01352277 (current) Invoiced
Virtual Tech - Field Repair • Henry Holmes
Created: Feb 17, 2026 • Closed: Feb 23, 2026
Completed with minor delays
Invoiced • 177 days old
🚨
Primary Delay 3.0 days stuck in "Scheduled"
⏱️
Total Delay 3.7 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.0d / 0.5d SLA
L2 Screening
0.0d / 1.0d SLA
Awaiting Parts
0.4d / 3.0d SLA
Reschedule
1.7d / 2.0d SLA
Assigned
1.2d / 0.5d SLA
Scheduled
3.0d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Tech Off Site
1.5d / 2.0d SLA
Closed
3.0d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/19/26 AJinerson - Called site to schedule tech visit. Spoke with operator at call center and was placed on hold trying to get connected to site. Spoke with Ricky who confirmed scheduling for Monday, 2/23 with arrival between 9am-11am. 


2/19/26 RBerry- Updated due date based on parts. Removed delay code.


2/19/26 AJinerson - ETA today, 2/19



2/18/26 AJinerson - No ETA yet

02/17/2026 EMartin update Q-00032537 and placed into L2 for screening

🔧 Work Performed
replaced handles tested unit and returned to service
🔍 Technician Findings
unit has exposed wires
⚠️ Problem Description
Q-00032537 Follow up to WO-01313237 Inspection #: 31023 Asset ID: 6129440 Serial #: None Model: Welch Allyn - 767 Series Notes: Noticeable physical damage on device Follow-up required. 2/9 DI: One rheostat handle has exposed wiring and the other handle does not turn/adjust - need to replace both rheostat handles on this device https://www.ebiotrack.com/workorder.php?wo=71729

Timeline

📞
Case Linked Feb 13, 10:45 AM
Case Number: 00568206
Subject: Open WO-01351000 - customer requesting quote
Status: Closed
⏳ 2.0 business days
📋
▶
2 Work Order Created Feb 17, 9:21 AM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Erin Martin
From: Entered
To: L2 Screening
Duration in Previous: 0m
📦
▶
2 Parts Requested Feb 17, 9:35 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Wendy Argueta
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 12m
🔩
▶
2 2x Parts Added Feb 17, 1:01 PM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Melissa Barrett
From: Awaiting Parts
To: Reschedule
Duration in Previous: 3h 26m
⏳ 2.0 business days
👷
▶
2 Technician Assigned Feb 18, 5:08 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Abby Jinerson
From: Reschedule
To: Assigned
Duration in Previous: 1d 4h
🗓️
▶
2 Status: Scheduled Feb 19, 10:27 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Abby Jinerson
Scheduled For: 2026-02-23T14:00:00.000+0000
⏳ 3.0 business days
🔧
Status: Tech On Site by Henry Holmes Feb 23, 9:46 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 3d 23h
🚗
Status: Tech Off Site by Henry Holmes Feb 23, 10:55 AM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 1h 8m
⏱️
▶
2 3x Labor Added Feb 23, 11:18 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Henry Holmes
From: Tech Off Site, Completed
To: Completed, Closed
Duration in Previous: 12h 27m, 0m
⏳ 3.1 business days
📄
▶
2 Status: Ready to Bill Feb 26, 2:00 PM
Status: Ready to Bill → Status: Invoice Pending
📨
Status: Invoice Pending by Diane Patton
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 1m, 0m
🚨 12.0 business days
🧾
Invoice Created Mar 13, 12:26 PM
Invoice Number: SM-254997

Bottlenecks

Assigned
Duration: 1.2 business days (threshold: 4.0 business hours)
Exceeded by 5.9 business hours
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00568206
Closed
📦
Parts Order 00090493
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Henry Holmes
Scheduled
Feb 23, 9:00 AM
Created
Feb 17, 9:21 AM
Invoice #
SM-254997

Work Details (5)

Name Type Status Qty Amount Date
WL-03108682 Parts Open 2 $531.90 Feb 17, 1:01 PM
WL-03108683 Expenses Open 1 $16.79 Feb 17, 1:01 PM
WL-03117089 Labor Open 1.75 $220.99 Feb 23, 11:18 PM
WL-03117090 Labor Open 0.5 $63.14 Feb 23, 11:18 PM
WL-03117091 Travel Open 57 $0.00 Feb 23, 11:18 PM

Details