Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01256412 ↗ ServiceMax

TEXAS MEDICAL SCREENING • Preventive Maintenance • PSM

📍 Burlington North — 3526 W 43rd St, Corwith Inter, Chicago IL, 60632

Mar 14, 2025 → Sep 25, 2025

✅ Completed
PSM
SLA Clock
Last business day of March 2025 · Target: Mar 31, 2025
✗ SLA Missed (123 biz days late)
Active: 135 biz days
🕐 Clock stopped: Completed (Sep 25, 2025)
71d
▶ Clock Running
Status: Created
Mar 14 → Jun 25, 2025
71 business days (counted)
Running total: 71 of ? biz days used
▶ Clock Running
Status: Assigned
Jun 25 → Jul 1, 2025
4 business days (counted)
Running total: 75 of ? biz days used
▶ Clock Running
Status: Entered
Jul 1 → Jul 1, 2025
0 business days (counted)
Running total: 75 of ? biz days used
24d
▶ Clock Running
Status: On Hold
Jul 1 → Aug 5, 2025
24 business days (counted)
Running total: 99 of ? biz days used
▶ Clock Running
Status: Assigned
Aug 5 → Aug 5, 2025
0 business days (counted)
Running total: 99 of ? biz days used
⏸ Clock Paused
Status: Ready for Release
Aug 5 → Aug 5, 2025
0 business days (not counted)
▶ Clock Running
Status: Scheduled
Aug 5 → Aug 13, 2025
6 business days (counted)
Running total: 105 of ? biz days used
25d
▶ Clock Running
Status: Reschedule
Aug 13 → Sep 18, 2025
25 business days (counted)
Running total: 130 of ? biz days used
▶ Clock Running
Status: Assigned
Sep 18 → Sep 18, 2025
0 business days (counted)
Running total: 130 of ? biz days used
▶ Clock Running
Status: Scheduled
Sep 18 → Sep 25, 2025
5 business days (counted)
Running total: 135 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 25 → Sep 25, 2025
0 business days (counted)
Running total: 135 of ? biz days used
Created: Mar 14, 2025 Completed: Sep 25, 2025
Show SLA Clock Detail (11 periods)
Period Status Clock Biz Days Running Total
Mar 14 → Jun 25 Created ▶ Running 71 71
Jun 25 → Jul 1 Assigned ▶ Running 4 75
Jul 1 → Jul 1 Entered ▶ Running 0 75
Jul 1 → Aug 5 On Hold ▶ Running 24 99
Aug 5 → Aug 5 Assigned ▶ Running 0 99
Aug 5 → Aug 5 Ready for Release ⏸ Paused 0 —
Aug 5 → Aug 13 Scheduled ▶ Running 6 105
Aug 13 → Sep 18 Reschedule ▶ Running 25 130
Sep 18 → Sep 18 Assigned ▶ Running 0 130
Sep 18 → Sep 25 Scheduled ▶ Running 5 135
Sep 25 → Sep 25 Tech On Site ▶ Running 0 135
Holding 96.5d (excluded)
Coordinators 43.4d
Field Work 0.1d
Billing 0.0d
✗ SLA Missed
Holding (excluded from total)
96.5 days
Coordinators
43.4 days
Over SLA
Field Work
0.1 days
Billing
0.0 days
Created: Mar 14, 2025 Due: Oct 31, 2025 Completed: Sep 25, 2025 (36 days early)
📅
135.7 days Total Age
⏱️
71.7d in Ready for Release Longest Stage
🔄
11 transitions Status Changes
⚠️
37.9d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Completed with significant delays
Invoiced • 355 days old
🚨
Primary Delay 71.7 days stuck in "Ready for Release"
⏱️
Total Delay 37.9 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Ready for Release
71.7d
Assigned
5.0d / 0.5d SLA
On Hold
24.8d
Scheduled
12.5d / 2.0d SLA
Reschedule
25.9d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

8/13/25 RCook- Spoke with Ken Hardy, states scheduling ahead is not needed. The site is open 24/7. States technician will just need to call 773-579-5498 or 773-579-5499 when he is on the way. 


8/13/25 RCook- LM with Ken Hardy to reschedule due to repairs. 


8/5/2025 CRamen Ken Hardy called and scheduled for Monday 8/25/2025 between 9-10am. Tech to call 773-579-5498 or 773-579-5499 upon arrival. 


7/1/25 RCook- Placing WO on hold and escalating to account manager due to contact issues.


7/1/25 RCook. LM with Ken Hardy to discuss scheduling. 


6/27/25 RCook- LM with Ken Hardy to schedule for 7/3/25. Arrival time between 8-10AM. 


6/13/2025 CRamen left a vm for a returned call to schedule. 


6/12/2025 CRamen left a vm for Bea Mercer @ 417-829-0388 to return call to schedule. 


6/12/2025 CRamen left a vm for a returned call to schedule for Monday 6/16/2025 between 9-11am. 

🔧 Work Performed
9/25/2025 Mike Huffman. Completed the PM, field service report and obtained signature from Customer Ken Hardy. 7/1/25 RCook. LM with Ken Hardy to discuss scheduling. 6/27/25 RCook- LM with Ken Hardy to schedule for 7/3/25. Arrival time between 8-10AM. 6/13/2025 CRamen left a vm for a returned call to schedule. 6/12/2025 CRamen left a vm for Bea Mercer @ 417-829-0388 to return call to schedule. 6/12/2025 CRamen left a vm for a returned call to schedule for Monday 6/16/2025 between 9-11am.
🔍 Technician Findings
Counter# 53,944. Kiosk does not show signs of customer damage. Kiosk is fully operational. Yes Was the kiosk unplugged on arrival? No
⚠️ Problem Description
Please Perform the PM for this Kiosk based on the product listed in the work order: 90550, LC300, LC500. ***IMPORTANT CHANGE**** Please Log/notate in the technician findings the number of times the kiosk was used and double check the SN. If the SN is different than in the work order please also notate the correct SN. Regardless if the SN matches continue to perform the PM service. If location is a non-retail location a call ahead to schedule is required PM Checklist Tips: If Checklist is not populating, make sure the order type contains 'PM' and the product must contain an 90550, LC300 or LC500. Update the order status to 'tech onsite' and the workflow will look for the parameters in which a PM checklist is required and will auto attach. Common missed step: After you Finalize the checklist you must select 'Print checklist' for the checklist to attach to the work order for the billing reviewer to review.
📄 Description
90550,BP MONITOR,AD DISP,NO LIGHT

Timeline

📋
Work Order Created Mar 14, 2:35 PM
Work Order: WO-01256412
Type: Preventive Maintenance
Priority: PSM
🚨 72.0 business days
👷
▶
2 Technician Assigned Jun 25, 10:51 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Rhea Berry
From: Ready for Release
To: Assigned
Duration in Previous: 102d 20h
⚠️ 5.0 business days
🆕
Status: Entered by Rhea Berry Jul 1, 1:16 PM
From: Assigned, Entered
To: Entered, On Hold
Duration in Previous: 6d 2h, 0m
🚨 25.0 business days
👷
▶
3 Technician Assigned Aug 5, 12:52 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Charles Ramen
From: On Hold, Assigned, Ready for Release
To: Assigned, Ready for Release, Scheduled
Duration in Previous: 34d 23h, 0m
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2025-08-25T13:00:00.000+0000
⏳ 4.0 business days
📅
Dispatch Scheduled by Charles Ramen Aug 8, 1:10 PM
Scheduled For: 2025-08-19T13:00:00.000+0000
⏳ 4.0 business days
🔄
Status: Reschedule by Rhea Berry Aug 13, 12:59 PM
From: Scheduled
To: Reschedule
Duration in Previous: 8d 0h
🚨 26.0 business days
👷
▶
2 Status: Assigned Sep 18, 2:41 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Rhea Berry
Technician: Mike Huffman
🗓️
▶
2 Status: Scheduled Sep 18, 2:53 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Rhea Berry
Scheduled For: 2025-09-25T13:00:00.000+0000
⚠️ 6.0 business days
🔧
Status: Tech On Site by MICHAEL HUFFMAN Sep 25, 9:24 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 6d 18h
⏱️
▶
2 3x Labor Added Sep 25, 9:49 AM
3x Labor Added → Status: Completed
✔️
Status: Completed by MICHAEL HUFFMAN
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 26m, 0m
📄
Status: Ready to Bill by Hannah Shaw Sep 26, 9:24 AM
From: Closed
To: Ready to Bill
Duration in Previous: 23h 32m
📨
▶
2 Status: Invoice Pending Sep 26, 9:33 AM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 4m
⏳ 2.0 business days
🧾
Invoice Created Sep 29, 10:55 AM
Invoice Number: SM-242195

Bottlenecks

Assigned
Duration: 5.0 business days (threshold: 4.0 business hours)
Exceeded by 4.5 business days
Scheduled
Duration: 6.9 business days (threshold: 2.0 business days)
Exceeded by 4.9 business days
Reschedule
Duration: 25.9 business days (threshold: 2.0 business days)
Exceeded by 23.9 business days
Scheduled
Duration: 5.6 business days (threshold: 2.0 business days)
Exceeded by 3.6 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

No related artifacts

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Preventive Maintenance
Branch
N/A
Technician
Mike Huffman
Scheduled
Sep 25, 9:00 AM
Created
Mar 14, 2:35 PM
Invoice #
SM-242195

Work Details (3)

Name Type Status Qty Amount Date
WL-02948891 Labor Open 1.5 $0.00 Sep 25, 9:49 AM
WL-02948892 Labor Open 0.5 $0.00 Sep 25, 9:49 AM
WL-02948893 Travel Open 30 $0.00 Sep 25, 9:49 AM

Details