Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01277309 ↗ ServiceMax

Trillium Woods • Installation • PC

📍 Trillium Woods — 5855 Cheshire Parkway, Plymouth MN, 55446

Jun 3, 2025 → Sep 12, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Sep 11, 2025
✓ SLA Met
Active: 68 biz days
🕐 Clock stopped: Completed (Sep 11, 2025)
▶ Clock Running
Status: Created
Jun 4 → Jun 4, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Jun 4 → Jun 6, 2025
2 business days (counted)
Running total: 2 of ? biz days used
▶ Clock Running
Status: Accepted
Jun 6 → Jun 9, 2025
1 business day (counted)
Running total: 3 of ? biz days used
▶ Clock Running
Status: Scheduled
Jun 9 → Jun 10, 2025
1 business day (counted)
Running total: 4 of ? biz days used
▶ Clock Running
Status: Reschedule
Jun 10 → Jun 10, 2025
0 business days (counted)
Running total: 4 of ? biz days used
▶ Clock Running
Status: Canceled
Jun 10 → Jun 10, 2025
0 business days (counted)
Running total: 4 of ? biz days used
49d
▶ Clock Running
Status: Reschedule
Jun 10 → Aug 20, 2025
49 business days (counted)
Running total: 53 of ? biz days used
15d
▶ Clock Running
Status: Scheduled
Aug 20 → Sep 11, 2025
15 business days (counted)
Running total: 68 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 11 → Sep 11, 2025
0 business days (counted)
Running total: 68 of ? biz days used
Created: Jun 4, 2025 Completed: Sep 11, 2025
Show SLA Clock Detail (9 periods)
Period Status Clock Biz Days Running Total
Jun 4 → Jun 4 Created ▶ Running 0 0
Jun 4 → Jun 6 Assigned ▶ Running 2 2
Jun 6 → Jun 9 Accepted ▶ Running 1 3
Jun 9 → Jun 10 Scheduled ▶ Running 1 4
Jun 10 → Jun 10 Reschedule ▶ Running 0 4
Jun 10 → Jun 10 Canceled ▶ Running 0 4
Jun 10 → Aug 20 Reschedule ▶ Running 49 53
Aug 20 → Sep 11 Scheduled ▶ Running 15 68
Sep 11 → Sep 11 Tech On Site ▶ Running 0 68
Dispatch 0.0d
Coordinators 70.3d
Field Work 1.8d
Billing 63.5d
✓ SLA Met
Dispatch
0.0 days
Coordinators
70.3 days
Over SLA
Field Work
1.8 days
Billing
63.5 days
Over SLA
Created: Jun 4, 2025 Due: Sep 11, 2025 Completed: Sep 12, 2025 (on time)
📅
69.7 days Total Age
⏱️
59.2d in Billing Review Longest Stage
🔄
14 transitions Status Changes
⚠️
138.3d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
21 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits (2 reschedules)
2 on-site visits — follow-up trip required
👤 Self-scheduled by Ronnie Salone — scheduling delays attributed to technician, not coordinators
Visit 1 Sep 10, 2025
Visit 2 Sep 11, 2025

AI Analysis

Powered by OpenAI
Generating AI analysis...
Completed with significant delays
Invoiced • 274 days old
🚨
Primary Delay 59.2 days stuck in "Billing Review"
⏱️
Total Delay 138.3 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
Assigned
3.0d / 0.5d SLA
Accepted
1.7d
Scheduled
16.9d / 2.0d SLA
Reschedule
50.5d / 2.0d SLA
Canceled
0.0d
Tech On Site
1.0d / 1.0d SLA
Completed
0.8d / 1.0d SLA
Closed
15.0d / 1.0d SLA
Billing Review
59.2d / 2.0d SLA
Ready to Bill
4.2d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

9/25/25 NFloyd - @[Yecenia Campos]​ As far as I am aware this was not an installations team effort.

I am unfamiliar with this work and don't see it in our logs. @[Jennifer Johnson]​ 


9/25/25 Ycampos - @[Jennifer Johnson]​ @[Nicole Floyd]​ Hi Team, this WO has Installation in the order type but mentions beds, please advise who is managing the billing review process and placing in RTB.

9/11/25 RS Need the EBT inspection number; Jennifer Johnson is checking on that for me.

08/22/2025 SRobinson updating address to Trillium Woods 5855 Cheshire Parkway Plymouth, MN 55446 as requested by E.C. Walker on case 00481886


The previous address is their warehouse. (17200 Medina Rd Ste 500 Minneapolis, MN 55447)


8/20/2025 CRamen Logged email chain re-scheduling and TR for Alan.


8/19/2025 CRamen left a vm for a returned call to verify when beds will deliver and to schedule installation. 


8/1/2025 CRamen left a vm for Kelly to return call to schedule


06/10 LY - work order postponed until august per jorens

6/10/2025 CRamen via logged email sent to me from the customer : All – I apologies for the last minute change here but there was an internal mistake and this order should not have shipped yet. Per our Customer Service department, the customer does not want this order delivered/installed until August. 

Please cancel this request and I’ll resubmit it when I know the new ship-date. 

E.C.


6/9/2025 CRamen left a vm for a returned call to schedule for 6/12 and 6/13


6/4/2025 Sramen - found the location was set up incorrectly and pulling the wrong district. Updated the location.


6/3/25 Secondary contact: EC Walker (Joerns)

E.C. Walker

Sr. Director of Service Operations

(P) (800) 826-0270 Ext. 3121

(M) (713) 302-1905

2100 Design Road, Suite 100

Arlington, TX 76014 

🔧 Work Performed
9/11/25 Traveled to site (Ronnie and Alan) Surveyed rooms and work area. (Ronnie) Worked with Tech Alan Page to unload, assemble, remove waste, test 21 beds, document installation with EBT stickers (Ronnie) Traveled from site (Ronnie and Alan) Closed WO
🔍 Technician Findings
21 beds needed to be unloaded, assembled and placed at client site. Placed EBT inventory tag on each bed and enter information into EBT. Issues with the flooring were present prior to installation. See samples here: https://drive.google.com/drive/folders/1a4doZIQ8q5zJBovDSozeQkYCXhyzRqyz
⚠️ Problem Description
Unload, assemble and place 21 Joerns beds at client site. See attached. Place EBT inventory tag on each bed and enter information into EBT.

Timeline

📋
▶
3 Work Order Created Jun 3, 9:14 PM
Work Order Created → Status: Assigned → Technician Assigned
👷
Status: Assigned by Chris Bakkemo
From: Entered
To: Assigned
Duration in Previous: 0m
👷
Technician Assigned by Chris Bakkemo
Technician: Ronnie Salone
⏳ 3.3 business days
📋
Status: Accepted by Workmarket Integration Jun 6, 2:24 PM
From: Assigned
To: Accepted
Duration in Previous: 2d 17h
⏳ 2.0 business days
📅
▶
2 Dispatch Scheduled Jun 9, 11:32 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Charles Ramen
From: Accepted
To: Scheduled
Duration in Previous: 2d 21h
🔄
Status: Reschedule by Ronnie Salone Jun 9, 8:11 PM
From: Scheduled
To: Reschedule
Duration in Previous: 8h 39m
🚫
▶
2 Status: Canceled Jun 10, 4:21 PM
Status: Canceled → Status: Reschedule
🔄
Status: Reschedule by Jennifer Johnson
From: Canceled
To: Reschedule
Duration in Previous: 2m
🚨 50.0 business days
🗓️
▶
2 Status: Scheduled Aug 20, 1:08 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2025-09-11T12:00:00.000+0000
⏳ 2.0 business days
💵
2x Expenses Added Aug 21, 2:12 PM
Type: Expenses
Status: Open
Qty: 1
⚠️ 8.0 business days
💵
Expenses Added Sep 2, 4:20 PM
Type: Expenses
Status: Open
Qty: 1
⚠️ 7.0 business days
🚗
Travel Added Sep 10, 11:11 PM
Type: Travel
Status: Open
Qty: 20
🔧
Status: Tech On Site by Ronnie Salone Sep 11, 8:00 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 21d 18h
✔️
Status: Completed by Ronnie Salone Sep 11, 7:09 PM
From: Tech On Site
To: Completed
Duration in Previous: 11h 8m
💵
Expenses Added Sep 11, 8:31 PM
Type: Expenses
Status: Open
Qty: 1
⏱️
4x Labor Added Sep 11, 9:03 PM
Type: Labor, Travel
Status: Open
Qty: 0.5, 12, 20
💵
8x Expenses Added Sep 11, 10:17 PM
Type: Expenses
Status: Open
Qty: 1
⏱️
Labor Added Sep 11, 10:30 PM
Type: Labor
Status: Open
Qty: 8
⏱️
▶
2 Labor Added Sep 12, 12:53 AM
Labor Added → Expenses Added
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
⏱️
Labor Added Sep 12, 1:31 AM
Type: Labor
Status: Open
Qty: 8.5
🏁
Status: Closed by Alan Page Sep 12, 1:38 AM
From: Completed
To: Closed
Duration in Previous: 6h 29m
🚨 15.0 business days
💵
Status: Billing Review by Yecenia Campos Oct 2, 6:03 PM
From: Closed
To: Billing Review
Duration in Previous: 20d 16h
🚨 59.7 business days
📄
Status: Ready to Bill by Jennifer Johnson Dec 31, 5:12 PM
From: Billing Review
To: Ready to Bill
Duration in Previous: 90d 0h
⏳ 4.8 business days
📨
▶
2 Status: Invoice Pending Jan 7, 6:03 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🚨 22.7 business days
🧾
Invoice Created Feb 9, 4:56 PM
Invoice Number: SM-250745

Bottlenecks

Assigned
Duration: 3.0 business days (threshold: 4.0 business hours)
Exceeded by 2.5 business days
Reschedule
Duration: 49.5 business days (threshold: 2.0 business days)
Exceeded by 47.5 business days
Scheduled
Duration: 15.9 business days (threshold: 2.0 business days)
Exceeded by 13.9 business days
Closed
Duration: 15.0 business days (threshold: 1.0 business days)
Exceeded by 14.0 business days
Billing Review
Duration: 59.2 business days (threshold: 2.0 business days)
Exceeded by 57.2 business days
Ready to Bill
Duration: 4.2 business days (threshold: 1.0 business days)
Exceeded by 3.2 business days

🔗 Related Artifacts

No related artifacts

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Installation
Branch
N/A
Technician
Ronnie Salone
Scheduled
Sep 11, 8:00 AM
Created
Jun 3, 9:14 PM
Invoice #
SM-250745

Work Details (21)

Name Type Status Qty Amount Date
WL-02909952 Expenses Open 1 $0.00 Aug 21, 2:12 PM
WL-02909953 Expenses Open 1 $0.00 Aug 21, 2:12 PM
WL-02922578 Expenses Open 1 $0.00 Sep 2, 4:20 PM
WL-02932094 Travel Open 20 $110.00 Sep 10, 11:11 PM
WL-02933237 Expenses Open 1 $275.00 Sep 11, 8:31 PM
WL-02933292 Labor Open 0.5 $0.00 Sep 11, 9:03 PM
WL-02933293 Labor Open 12 $2,100.00 Sep 11, 9:03 PM
WL-02933294 Travel Open 20 $0.00 Sep 11, 9:03 PM
WL-02933291 Labor Open 0.5 $0.00 Sep 11, 9:03 PM
WL-02933427 Expenses Open 1 $0.00 Sep 11, 10:17 PM
WL-02933431 Expenses Open 1 $0.00 Sep 11, 10:17 PM
WL-02933432 Expenses Open 1 $0.00 Sep 11, 10:17 PM
WL-02933433 Expenses Open 1 $0.00 Sep 11, 10:17 PM
WL-02933434 Expenses Open 1 $0.00 Sep 11, 10:17 PM
WL-02933428 Expenses Open 1 $0.00 Sep 11, 10:17 PM
WL-02933429 Expenses Open 1 $0.00 Sep 11, 10:17 PM
WL-02933430 Expenses Open 1 $0.00 Sep 11, 10:17 PM
WL-02933457 Labor Open 8 $1,575.00 Sep 11, 10:30 PM
WL-02933675 Labor Open 12.333333333333 $170.00 Sep 12, 12:53 AM
WL-02933677 Expenses Open 1 $0.00 Sep 12, 12:57 AM
WL-02933699 Labor Open 8.5 $0.00 Sep 12, 1:31 AM

Details