Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01276854 ↗ ServiceMax

Sono Bello • Inspection • PSM

📍 VA - Norfolk — 6160 Kempsville Circle, Suite 100A, Norfolk VA, 23502

Jun 2, 2025 → Sep 12, 2025

✅ Completed
PSM
SLA Clock
Last business day of June 2025 · Target: Jun 30, 2025
✗ SLA Missed (52 biz days late)
Active: 71 biz days
🕐 Clock stopped: Completed (Sep 13, 2025)
▶ Clock Running
Status: Created
Jun 2 → Jun 2, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Jun 2 → Jun 6, 2025
4 business days (counted)
Running total: 4 of ? biz days used
59d
▶ Clock Running
Status: Assigned
Jun 6 → Sep 2, 2025
59 business days (counted)
Running total: 63 of ? biz days used
8d
▶ Clock Running
Status: Scheduled
Sep 2 → Sep 12, 2025
8 business days (counted)
Running total: 71 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 12 → Sep 13, 2025
0 business days (counted)
Running total: 71 of ? biz days used
Created: Jun 2, 2025 Completed: Sep 13, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Jun 2 → Jun 2 Created ▶ Running 0 0
Jun 2 → Jun 6 Ready for Scheduling ▶ Running 4 4
Jun 6 → Sep 2 Assigned ▶ Running 59 63
Sep 2 → Sep 12 Scheduled ▶ Running 8 71
Sep 12 → Sep 13 Tech On Site ▶ Running 0 71
Dispatch 0.0d
Coordinators 73.6d
Field Work 1.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
73.6 days
Over SLA
Field Work
1.0 days
Created: Jun 2, 2025 Due: Aug 22, 2025 Completed: Sep 13, 2025 (21 days late)
📅
72.0 days Total Age
⏱️
59.8d in Assigned Longest Stage
🔄
7 transitions Status Changes
⚠️
70.1d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
16 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
👤 Self-scheduled by Michael Harris — scheduling delays attributed to technician, not coordinators
Visit 1 Sep 11, 2025
Visit 2 Sep 12, 2025

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00497756
eBiotrack - Automated New Inspection Created
Closed
Inspection: Annual Equipment Electrical Safety Test And Calibration Service 73 pieces https://www.ebiotrack.com/inspection.php?iid=27894
Priority
Standard
Origin
Email
Reason
New Case
Contact
Norfolk Practice Manager
Owner
Leona Coonrod
Created
Jun 1, 2025
Work Orders from this Case (1)
WO-01276854 (current) Invoiced
Inspection • Michael Harris
Created: Jun 2, 2025 • Closed: Sep 12, 2025
Completed with significant delays
Invoiced • 275 days old
🚨
Primary Delay 59.8 days stuck in "Assigned"
⏱️
Total Delay 70.1 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
5.0d / 1.0d SLA
Assigned
59.8d / 0.5d SLA
Scheduled
8.8d / 2.0d SLA
Tech On Site
1.0d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

9/2 MOwens Replied back to Lauretta offering 9/9 for the visit but she replied back that that day is too busy and requested 9/12. Told her that day will be good to schedule.

8/22 MOwens Sent FU email to Laurette about scheduling the inspection visit.

8/19 MOwens Called to speak to Laurette but call was transferred over the the main Sono Bello call line.

8/8 MOwens Sent an email to Laurette asking for good date to schedule the inspection visit in Aug.

8/7 MOwens Called and left a vm for Laurette Clarke to call back to schedule the inspection visit during Aug.

06/18/2025 DNakoff - Please schedule for August.

🔧 Work Performed
113 pieces of equipment were labeled and inspected.
🔍 Technician Findings
Inspection: Annual Equipment Electrical Safety Test And Calibration Service
⚠️ Problem Description
Inspection: Annual Equipment Electrical Safety Test And Calibration Service 73 pieces https://www.ebiotrack.com/inspection.php?iid=27894

Timeline

📞
Case Linked Jun 1, 1:00 AM
Case Number: 00497756
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
⏳ 1.0 business days
📋
▶
2 Work Order Created Jun 2, 9:57 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Leona Coonrod
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
⚠️ 5.0 business days
👷
▶
2 Technician Assigned Jun 6, 1:46 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 4d 3h
🚨 60.0 business days
🗓️
▶
2 Status: Scheduled Sep 2, 1:45 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2025-09-12T13:00:00.000+0000
⚠️ 7.0 business days
💵
2x Expenses Added Sep 10, 10:21 AM
Type: Expenses
Status: Open
Qty: 1
⏳ 2.0 business days
⏱️
5x Labor Added Sep 11, 9:17 PM
Type: Labor, Travel, Expenses
Status: Open
Qty: 4.3333333333333, 236, 1
🔧
▶
2 Status: Tech On Site Sep 12, 9:12 AM
Status: Tech On Site → 2x Labor Added
⏱️
2x Labor Added
Type: Labor, Travel
Status: Open
Qty: 0.16666666666667
🔩
5x Parts Added Sep 12, 11:02 PM
Type: Parts, Travel, Expenses
Status: Open
Qty: 2, 236, 1
⏱️
▶
3 2x Labor Added Sep 12, 11:35 PM
2x Labor Added → Status: Completed → Status: Closed
✔️
Status: Completed by Michael Harris
From: Tech On Site
To: Completed
Duration in Previous: 14h 24m
🏁
Status: Closed by Michael Harris
From: Completed
To: Closed
Duration in Previous: 1m
⏳ 1.0 business days
📄
Status: Ready to Bill by Diane Patton Sep 15, 11:54 AM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 2d 12h, 0m
⏳ 3.0 business days
🧾
Invoice Created Sep 17, 9:26 PM
Invoice Number: SM-240934

Bottlenecks

Ready for Scheduling
Duration: 5.0 business days (threshold: 1.0 business days)
Exceeded by 4.0 business days
Assigned
Duration: 59.8 business days (threshold: 4.0 business hours)
Exceeded by 59.3 business days
Scheduled
Duration: 8.8 business days (threshold: 2.0 business days)
Exceeded by 6.8 business days

🔗 Related Artifacts

📞
Case 00497756
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Michael Harris
Scheduled
Sep 12, 9:00 AM
Created
Jun 2, 9:57 AM
Invoice #
SM-240934

Work Details (16)

Name Type Status Qty Amount Date
WL-02930867 Expenses Open 1 $0.00 Sep 10, 10:21 AM
WL-02930868 Expenses Open 1 $0.00 Sep 10, 10:21 AM
WL-02933312 Labor Open 4.3333333333333 $0.00 Sep 11, 9:17 PM
WL-02933313 Travel Open 236 - Sep 11, 9:17 PM
WL-02933314 Expenses Open 1 $0.00 Sep 11, 9:17 PM
WL-02933315 Expenses Open 1 $0.00 Sep 11, 9:17 PM
WL-02933316 Expenses Open 1 $0.00 Sep 11, 9:17 PM
WL-02933740 Labor Open 0.16666666666667 $0.00 Sep 12, 9:13 AM
WL-02933741 Travel Open 1 - Sep 12, 9:13 AM
WL-02935003 Parts Open 2 $522.02 Sep 12, 11:02 PM
WL-02935004 Travel Open 236 - Sep 12, 11:02 PM
WL-02935005 Expenses Open 1 $0.00 Sep 12, 11:02 PM
WL-02935006 Expenses Open 1 $0.00 Sep 12, 11:02 PM
WL-02935007 Expenses Open 1 $0.00 Sep 12, 11:02 PM
WL-02935026 Labor Open 9.3666666666667 $3,912.97 Sep 12, 11:35 PM
WL-02935027 Labor Open 5 $0.00 Sep 12, 11:35 PM

Details