Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01352897 ↗ ServiceMax

CenterWell (Humana) • Virtual Tech - Depot • PC

📍 CenterWell Marietta — 210 Cobb Pkwy SE S, Marietta GA, 30060

Feb 19, 2026 → Jul 30, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Apr 17, 2026
✗ SLA Missed (70 biz days late)
Active: 111 biz days
Paused: 1 biz days
🕐 Clock stopped: Invoiced (Jul 30, 2026)
▶ Clock Running
Status: Created
Feb 19 → Feb 19, 2026
0 business days (counted)
Running total: 0 of ? biz days used
⏸ Clock Paused
Status: Awaiting Parts
Feb 19 → Feb 20, 2026
1 business day (not counted)
111d
▶ Clock Running
Status: On Hold
Feb 20 → Jul 30, 2026
111 business days (counted)
Running total: 111 of ? biz days used
▶ Clock Running
Status: Assigned
Jul 30 → Jul 30, 2026
0 business days (counted)
Running total: 111 of ? biz days used
Created: Feb 19, 2026 Invoiced: Jul 30, 2026
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Feb 19 → Feb 19 Created ▶ Running 0 0
Feb 19 → Feb 20 Awaiting Parts ⏸ Paused 1 —
Feb 20 → Jul 30 On Hold ▶ Running 111 111
Jul 30 → Jul 30 Assigned ▶ Running 0 111
Dispatch 0.0d
Material Management 1.3d
Holding 112.0d (excluded)
✗ SLA Missed
Dispatch
0.0 days
Material Management
1.3 days
Holding (excluded from total)
112.0 days
Created: Feb 19, 2026 Due: Apr 17, 2026 Completed: Jul 30, 2026 (103 days late)
📅
112.3 days Total Age
⏱️
112.0d in On Hold Longest Stage
🔄
4 transitions Status Changes
⚠️
2.0d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
2 lines Work Details
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00567195
HCP L2 Review
Closed
I would like to place a request for the blood pressure machine to be serviced. Serial numbers for this device is: Welch Allyn Asset ID 202012104059 SN 21-100079853620 Welch Allyn SN 21-100086703720
Priority
Standard
Origin
Email
Reason
New Case
Contact
Robin Ross
Owner
Virtual Tech
Created
Feb 10, 2026
Work Orders from this Case (3)
WO-01351567 Invoiced
Virtual Tech - Field Repair • Dylan Ingraham
Created: Feb 13, 2026 • Closed: Feb 20, 2026
WO-01351571 Invoiced
Virtual Tech - Field Repair • Dylan Ingraham
Created: Feb 13, 2026 • Closed: Feb 19, 2026
WO-01352897 (current) Invoiced
Virtual Tech - Depot • Ryan Schwochow
Created: Feb 19, 2026 • Closed: Jul 30, 2026
Completed with minor delays
Invoiced • 175 days old
🚨
Primary Delay 112.0 days stuck in "On Hold"
⏱️
Total Delay 2.0 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
Awaiting Parts
1.3d / 3.0d SLA
On Hold
112.0d
Closed
3.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

3/30/26-RS; Sending reminder email with RL attached - On-Hold Awaiting equipment - 

🔧 Work Performed
12 x 12 x 12" Corrugated Boxes Outbound 1Z01E3E70394489988 - Delivered 2/24/2026 Return 1Z01E3E79095025036 - Shipper created a label, UPS has not received the package yet.
🔍 Technician Findings
Customer vt approved the depot repair quote, and EMSAR provided a depot shipping kit and prepaid return label. The equipment was not received after multiple return notifications and automated hard-hold follow-ups. No equipment evaluation or repair service was performed. Work order closed for materials and shipping expenses incurred to date.
⚠️ Problem Description
Sending unit in to depot for full factory calibration. Welch Allyn Asset ID 202012104059 SN 21-100079853620 Welch Allyn SN 21-100086703720 https://www.ebiotrack.com/workorder.php?wo=71824

Timeline

📞
Case Linked Feb 10, 3:36 PM
Case Number: 00567195
Subject: HCP L2 Review
Status: Closed
⚠️ 7.0 business days
📋
▶
3 Work Order Created Feb 19, 4:29 PM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00090743
Status: Closed
📦
Status: Awaiting Parts by Derek Reynolds
From: Entered
To: Awaiting Parts
Duration in Previous: 1m
🔩
▶
2 2x Parts Added Feb 20, 8:30 AM
2x Parts Added → Status: On Hold
⏸️
Status: On Hold by Sean Weaver
From: Awaiting Parts
To: On Hold
Duration in Previous: 15h 59m
🚨 112.0 business days
👷
▶
2 Technician Assigned Jul 30, 10:16 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Ryan Schwochow
From: On Hold, Assigned
To: Assigned, Closed
Duration in Previous: 160d 0h, 0m
⏳ 3.0 business days
📄
▶
2 Status: Ready to Bill Aug 3, 12:15 PM
Status: Ready to Bill → Invoice Created
🧾
Invoice Created
Invoice Number: SM-269156

Bottlenecks

Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00567195
Closed
📦
Parts Order 00090743
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech - Depot
Branch
Edge
Technician
Ryan Schwochow
Scheduled
N/A
Created
Feb 19, 4:29 PM
Invoice #
SM-269156

Work Details (2)

Name Type Status Qty Amount Date
WL-03113459 Parts Open 1 $1.47 Feb 20, 8:30 AM
WL-03113460 Expenses Open 1 $30.77 Feb 20, 8:30 AM

Details