Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01274025 ↗ ServiceMax

TEXAS MEDICAL SCREENING • Preventive Maintenance • PSM

📍 Caterpillar AB — 100 NE Adams St, 1st FL H.B. Room, Peoria IL, 61629

May 19, 2025 → Sep 10, 2025

✅ Completed
PSM
SLA Clock
Last business day of May 2025 · Target: May 30, 2025
✗ SLA Missed (67 biz days late)
Active: 76 biz days
Paused: 2 biz days
🕐 Clock stopped: Completed (Sep 10, 2025)
▶ Clock Running
Status: Created
May 19 → May 19, 2025
0 business days (counted)
Running total: 0 of ? biz days used
17d
▶ Clock Running
Status: Ready for Scheduling
May 19 → Jun 12, 2025
17 business days (counted)
Running total: 17 of ? biz days used
12d
▶ Clock Running
Status: Assigned
Jun 12 → Jul 1, 2025
12 business days (counted)
Running total: 29 of ? biz days used
▶ Clock Running
Status: Entered
Jul 1 → Jul 1, 2025
0 business days (counted)
Running total: 29 of ? biz days used
15d
▶ Clock Running
Status: On Hold
Jul 1 → Jul 23, 2025
15 business days (counted)
Running total: 44 of ? biz days used
10d
▶ Clock Running
Status: Ready for Scheduling
Jul 23 → Aug 6, 2025
10 business days (counted)
Running total: 54 of ? biz days used
⏸ Clock Paused
Status: Ready for Release
Aug 6 → Aug 7, 2025
1 business day (not counted)
▶ Clock Running
Status: Ready for Scheduling
Aug 7 → Aug 8, 2025
1 business day (counted)
Running total: 55 of ? biz days used
▶ Clock Running
Status: Assigned
Aug 8 → Aug 11, 2025
1 business day (counted)
Running total: 56 of ? biz days used
8d
▶ Clock Running
Status: Scheduled
Aug 11 → Aug 21, 2025
8 business days (counted)
Running total: 64 of ? biz days used
▶ Clock Running
Status: Reschedule
Aug 21 → Aug 21, 2025
0 business days (counted)
Running total: 64 of ? biz days used
▶ Clock Running
Status: Entered
Aug 21 → Aug 21, 2025
0 business days (counted)
Running total: 64 of ? biz days used
⏸ Clock Paused
Status: Ready for Release
Aug 21 → Aug 22, 2025
1 business day (not counted)
▶ Clock Running
Status: Assigned
Aug 22 → Aug 25, 2025
1 business day (counted)
Running total: 65 of ? biz days used
11d
▶ Clock Running
Status: Scheduled
Aug 25 → Sep 10, 2025
11 business days (counted)
Running total: 76 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 10 → Sep 10, 2025
0 business days (counted)
Running total: 76 of ? biz days used
Created: May 19, 2025 Completed: Sep 10, 2025
Show SLA Clock Detail (16 periods)
Period Status Clock Biz Days Running Total
May 19 → May 19 Created ▶ Running 0 0
May 19 → Jun 12 Ready for Scheduling ▶ Running 17 17
Jun 12 → Jul 1 Assigned ▶ Running 12 29
Jul 1 → Jul 1 Entered ▶ Running 0 29
Jul 1 → Jul 23 On Hold ▶ Running 15 44
Jul 23 → Aug 6 Ready for Scheduling ▶ Running 10 54
Aug 6 → Aug 7 Ready for Release ⏸ Paused 1 —
Aug 7 → Aug 8 Ready for Scheduling ▶ Running 1 55
Aug 8 → Aug 11 Assigned ▶ Running 1 56
Aug 11 → Aug 21 Scheduled ▶ Running 8 64
Aug 21 → Aug 21 Reschedule ▶ Running 0 64
Aug 21 → Aug 21 Entered ▶ Running 0 64
Aug 21 → Aug 22 Ready for Release ⏸ Paused 1 —
Aug 22 → Aug 25 Assigned ▶ Running 1 65
Aug 25 → Sep 10 Scheduled ▶ Running 11 76
Sep 10 → Sep 10 Tech On Site ▶ Running 0 76
Dispatch 0.0d
Holding 18.7d (excluded)
Coordinators 67.5d
Field Work 0.3d
Billing 1.8d
✗ SLA Missed
Dispatch
0.0 days
Holding (excluded from total)
18.7 days
Coordinators
67.5 days
Over SLA
Field Work
0.3 days
Billing
1.8 days
Over SLA
Created: May 19, 2025 Due: Jun 30, 2025 Completed: Sep 10, 2025 (71 days late)
📅
78.8 days Total Age
⏱️
17.8d in Ready for Scheduling Longest Stage
🔄
15 transitions Status Changes
⚠️
59.7d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00494144
Texas Medical PM
Closed
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.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Gregory Miller
Owner
Leona Coonrod
Created
May 19, 2025
Work Orders from this Case (1)
WO-01274025 (current) Invoiced
Preventive Maintenance • Mike Huffman
Created: May 19, 2025 • Closed: Sep 10, 2025
Completed with significant delays
Invoiced • 289 days old
🚨
Primary Delay 17.8 days stuck in "Ready for Scheduling"
⏱️
Total Delay 59.7 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
Ready for Scheduling
30.1d / 1.0d SLA
Assigned
16.5d / 0.5d SLA
On Hold
15.5d
Ready for Release
3.1d
Scheduled
21.0d / 2.0d SLA
Tech On Site
0.3d / 1.0d SLA
Closed
0.1d / 1.0d SLA
Ready to Bill
1.8d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

8/25/25 RCook- Spoke with Jamie Palmer, scheduled for 9/10/25. Arrival time between 11AM-1PM. 


8/22/25 RCook- LM with Jamie Gray Palmer to schedule for 9/10/25 with arrival time between 11AM-1PM. Per VM Jamie works Mon- Thurs. See logged call on WO-0127025


8/21/2025 CRamen Jamie called and said she has to leave for the day and needs to re-schedule both Peoria AB and B for another day and asked that these be done with the 3 Mossville location PMs. Call logged on WO-01274025


8/14/25 RCook- Chattered: @Allison Belyea​ New contact: Jamie Gray Palmer 309-578-8690 jamie.graypalmer@cat.com.This contact will need to be created and added to the location.


8/11/2025 CRamen Tiffany returned call and scheduled for Thursday 8/21/2025 between 12-2pm via text from Jamie Gray. Call logged on WO-01256183


8/8/2025 CRamen left a vm for Jamie as shes on PTO till 8/11 to return call to schedule for Thursday 8/21/2025 between 12-2pm. 


CONFIRMED


08/07/2025 LHill rec'd call back from Jamie Gray Palmer. Equipment and contact has been confirmed.


Unit is onsite: yes

Scheduling ahead needed: yes

Certain day or time: Wednesday or Thursday

Confirmed contact information is correct: yes

Unit is in a public area. 


08/07/2025 LHill-emailed Jamie Gray Palmer at jamie.graypalmer@cat.com for contact and equipment confirmation.


08/07/2025 LHill-LM at  309-578-8690 for Jamie Gray Palmer to confirm equipment & contact. Could not log call in RC logged call manually.


7/24/2025 CRamen talked about with LYoder in Teams Scheduling meeting to think about who to send for Caterpillar wos 01256222/Champaign IL, 01274025/Peoria IL and 01286606&01256190 Geneseo IL. All are past due


07/23/2025 ABelyea - updated POC per TMS, Jamie Gray-Palmer  Cell# is 309-251-2488 or work # is 309-578-8690 Jamie.GrayPalmer@cat.com

7/1/25 RCook- Placing WO on hold. Do not believe we have the correct contact as we keep getting a busy tone for 309-266-0386


7/1/25 RCook- Called 309-266-0386 to schedule. Busy tone. 


6/30/25 RCook- Called 309-266-0386 to schedule. Busy tone. 


5/23/2025 CRamen mentioned to CDempsey for options to cover. Looking in to it.

🔧 Work Performed
9/10/2025 M. Huffman. Completed the PM, field service report and obtained signature from Customer Stacie. 7/1/25 RCook- Placing WO on hold. Do not believe we have the correct contact as we keep getting a busy tone for 309-266-0386 7/1/25 RCook- Called 309-266-0386 to schedule. Busy tone. 6/30/25 RCook- Called 309-266-0386 to schedule. Busy tone.
🔍 Technician Findings
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, Front Facing Ad Display

Timeline

📞
Case Linked May 19, 11:01 AM
Case Number: 00494144
Subject: Texas Medical PM
Status: Closed
📋
▶
2 Work Order Created May 19, 1:43 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Leona Coonrod
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
🚨 18.0 business days
👷
▶
2 Status: Assigned Jun 12, 8:49 AM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Rhea Berry
Technician: Alexis Vasquez
🚨 13.0 business days
🆕
Status: Entered by Rhea Berry Jul 1, 3:51 PM
From: Assigned, Entered
To: Entered, On Hold
Duration in Previous: 19d 7h, 0m
🚨 16.0 business days
📅
Status: Ready for Scheduling by Allison Belyea Jul 23, 4:51 PM
From: On Hold
To: Ready for Scheduling
Duration in Previous: 22d 0h
🚨 10.9 business days
✅
Status: Ready for Release by Rhea Berry Aug 6, 5:49 PM
From: Ready for Scheduling
To: Ready for Release
Duration in Previous: 14d 0h
📅
Status: Ready for Scheduling by Laura Hill Aug 7, 12:50 PM
From: Ready for Release
To: Ready for Scheduling
Duration in Previous: 19h 0m
⏳ 2.0 business days
👷
▶
2 Technician Assigned Aug 8, 4:22 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Charles Ramen
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1d 3h
⏳ 2.0 business days
🗓️
▶
2 Status: Scheduled Aug 11, 12:17 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2025-08-21T18:00:00.000+0000
⚠️ 6.0 business days
📅
Dispatch Scheduled by Charles Ramen Aug 18, 12:45 PM
Scheduled For: 2025-08-21T19:00:00.000+0000
⏳ 4.0 business days
🔄
Status: Reschedule by Charles Ramen Aug 21, 1:01 PM
From: Scheduled, Reschedule, Entered
To: Reschedule, Entered, Ready for Release
Duration in Previous: 10d 0h, 0m
👷
▶
2 Technician Assigned Aug 22, 10:58 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Rhea Berry
From: Ready for Release
To: Assigned
Duration in Previous: 21h 56m
⏳ 2.0 business days
🗓️
▶
2 Status: Scheduled Aug 25, 10:56 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Rhea Berry
Scheduled For: 2025-09-10T15:00:00.000+0000
🚨 12.0 business days
🔧
Status: Tech On Site by MICHAEL HUFFMAN Sep 10, 11:09 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 16d 0h
⏱️
3x Labor Added Sep 10, 11:16 AM
Type: Labor, Travel
Status: Open
Qty: 0.5, 7
✔️
Status: Completed by MICHAEL HUFFMAN Sep 10, 1:20 PM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 2h 10m
📄
Status: Ready to Bill by Timothy Amburgey Sep 10, 1:55 PM
From: Closed
To: Ready to Bill
Duration in Previous: 35m
📨
Status: Invoice Pending by Hannah Shaw Sep 11, 10:10 AM
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 20h 14m, 0m
⏳ 3.0 business days
🧾
Invoice Created Sep 15, 11:49 AM
Invoice Number: SM-240577

Bottlenecks

Ready for Scheduling
Duration: 17.8 business days (threshold: 1.0 business days)
Exceeded by 16.8 business days
Assigned
Duration: 13.0 business days (threshold: 4.0 business hours)
Exceeded by 12.5 business days
Ready for Scheduling
Duration: 10.4 business days (threshold: 1.0 business days)
Exceeded by 9.4 business days
Ready for Scheduling
Duration: 1.9 business days (threshold: 1.0 business days)
Exceeded by 7.2 business hours
Assigned
Duration: 1.5 business days (threshold: 4.0 business hours)
Exceeded by 7.6 business hours
Scheduled
Duration: 9.0 business days (threshold: 2.0 business days)
Exceeded by 7.0 business days
Assigned
Duration: 2.0 business days (threshold: 4.0 business hours)
Exceeded by 1.5 business days
Scheduled
Duration: 12.0 business days (threshold: 2.0 business days)
Exceeded by 10.0 business days
Ready to Bill
Duration: 1.8 business days (threshold: 1.0 business days)
Exceeded by 6.1 business hours

🔗 Related Artifacts

📞
Case 00494144
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Preventive Maintenance
Branch
N/A
Technician
Mike Huffman
Scheduled
Sep 10, 11:00 AM
Created
May 19, 1:43 PM
Invoice #
SM-240577

Work Details (3)

Name Type Status Qty Amount Date
WL-02930939 Labor Open 0.5 $0.00 Sep 10, 11:16 AM
WL-02930940 Labor Open 0.5 $0.00 Sep 10, 11:16 AM
WL-02930941 Travel Open 7 $0.00 Sep 10, 11:16 AM

Details