Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01291932 ↗ ServiceMax

GOLD CROSS EMS • Preventive Maintenance • PSM

📍 GOLD CROSS EMS - UNIVERSITY LANE — 1211 University Lane, Aiken SC, 29801

Jul 15, 2025 → Sep 18, 2025

✅ Completed
PSM
SLA Clock
Last business day of July 2025 · Target: Jul 31, 2025
✗ SLA Missed (33 biz days late)
Active: 46 biz days
🕐 Clock stopped: Completed (Sep 18, 2025)
▶ Clock Running
Status: Created
Jul 15 → Jul 15, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Jul 15 → Jul 16, 2025
1 business day (counted)
Running total: 1 of ? biz days used
7d
▶ Clock Running
Status: Assigned
Jul 16 → Jul 25, 2025
7 business days (counted)
Running total: 8 of ? biz days used
11d
▶ Clock Running
Status: Scheduled
Jul 25 → Aug 11, 2025
11 business days (counted)
Running total: 19 of ? biz days used
▶ Clock Running
Status: Tech On Site
Aug 11 → Aug 11, 2025
0 business days (counted)
Running total: 19 of ? biz days used
▶ Clock Running
Status: Tech Off Site
Aug 11 → Aug 12, 2025
1 business day (counted)
Running total: 20 of ? biz days used
▶ Clock Running
Status: Tech On Site
Aug 12 → Aug 14, 2025
2 business days (counted)
Running total: 22 of ? biz days used
▶ Clock Running
Status: Tech Off Site
Aug 14 → Aug 14, 2025
0 business days (counted)
Running total: 22 of ? biz days used
▶ Clock Running
Status: Tech On Site
Aug 14 → Aug 15, 2025
1 business day (counted)
Running total: 23 of ? biz days used
▶ Clock Running
Status: Tech Off Site
Aug 15 → Aug 15, 2025
0 business days (counted)
Running total: 23 of ? biz days used
▶ Clock Running
Status: Tech On Site
Aug 15 → Aug 16, 2025
0 business days (counted)
Running total: 23 of ? biz days used
▶ Clock Running
Status: Completed
Aug 16 → Aug 16, 2025
0 business days (counted)
Running total: 23 of ? biz days used
▶ Clock Running
Status: Closed
Aug 16 → Aug 19, 2025
2 business days (counted)
Running total: 25 of ? biz days used
▶ Clock Running
Status: Billing Review
Aug 19 → Aug 20, 2025
1 business day (counted)
Running total: 26 of ? biz days used
▶ Clock Running
Status: Tech Off Site
Aug 20 → Aug 20, 2025
0 business days (counted)
Running total: 26 of ? biz days used
▶ Clock Running
Status: Closed
Aug 20 → Aug 21, 2025
1 business day (counted)
Running total: 27 of ? biz days used
14d
▶ Clock Running
Status: Billing Review
Aug 21 → Sep 11, 2025
14 business days (counted)
Running total: 41 of ? biz days used
▶ Clock Running
Status: WO Correction Needed
Sep 11 → Sep 11, 2025
0 business days (counted)
Running total: 41 of ? biz days used
5d
▶ Clock Running
Status: Scheduled
Sep 11 → Sep 18, 2025
5 business days (counted)
Running total: 46 of ? biz days used
▶ Clock Running
Status: 04-Scheduled
Sep 18 → Sep 18, 2025
0 business days (counted)
Running total: 46 of ? biz days used
Created: Jul 15, 2025 Completed: Sep 18, 2025
Show SLA Clock Detail (20 periods)
Period Status Clock Biz Days Running Total
Jul 15 → Jul 15 Created ▶ Running 0 0
Jul 15 → Jul 16 Ready for Scheduling ▶ Running 1 1
Jul 16 → Jul 25 Assigned ▶ Running 7 8
Jul 25 → Aug 11 Scheduled ▶ Running 11 19
Aug 11 → Aug 11 Tech On Site ▶ Running 0 19
Aug 11 → Aug 12 Tech Off Site ▶ Running 1 20
Aug 12 → Aug 14 Tech On Site ▶ Running 2 22
Aug 14 → Aug 14 Tech Off Site ▶ Running 0 22
Aug 14 → Aug 15 Tech On Site ▶ Running 1 23
Aug 15 → Aug 15 Tech Off Site ▶ Running 0 23
Aug 15 → Aug 16 Tech On Site ▶ Running 0 23
Aug 16 → Aug 16 Completed ▶ Running 0 23
Aug 16 → Aug 19 Closed ▶ Running 2 25
Aug 19 → Aug 20 Billing Review ▶ Running 1 26
Aug 20 → Aug 20 Tech Off Site ▶ Running 0 26
Aug 20 → Aug 21 Closed ▶ Running 1 27
Aug 21 → Sep 11 Billing Review ▶ Running 14 41
Sep 11 → Sep 11 WO Correction Needed ▶ Running 0 41
Sep 11 → Sep 18 Scheduled ▶ Running 5 46
Sep 18 → Sep 18 04-Scheduled ▶ Running 0 46
Dispatch 0.0d
Coordinators 27.3d
Field Work 8.9d
Billing 16.8d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
27.3 days
Over SLA
Field Work
8.9 days
Over SLA
Billing
16.8 days
Over SLA
Created: Jul 15, 2025 Due: Jul 31, 2025 Completed: Sep 18, 2025 (48 days late)
📅
47.0 days Total Age
⏱️
15.0d in Billing Review Longest Stage
🔄
21 transitions Status Changes
⚠️
37.4d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
1 lines Work Details
🚩
4 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
4 On-Site Visits
4 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Rozier Cole — scheduling delays attributed to technician, not coordinators
Visit 1 Sep 15, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00510457
eBiotrack - New Inspection Created
Closed
Annual Equipment PM 2 Pcs https://www.ebiotrack.com/inspection.php?iid=28757
Priority
Standard
Origin
Email
Reason
New Case
Contact
John Smith - GOLD CROSS EMS
Owner
Kimberly Hardison
Created
Jul 15, 2025
Work Orders from this Case (1)
WO-01291932 (current) Invoiced
Preventive Maintenance • Rozier Cole
Created: Jul 15, 2025 • Closed: Sep 18, 2025
Completed with significant delays
Invoiced • 232 days old
🚨
Primary Delay 15.0 days stuck in "Billing Review"
⏱️
Total Delay 37.4 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
2.0d / 1.0d SLA
Assigned
7.4d / 0.5d SLA
Scheduled
17.9d / 2.0d SLA
Tech On Site
4.8d / 1.0d SLA
Tech Off Site
4.1d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
3.2d / 1.0d SLA
Billing Review
16.5d / 2.0d SLA
WO Correction Needed
0.4d
04-Scheduled
0.0d

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

8/21/25 DPatton - missing WDL's. Nothing completed in EBT

8/20/25 - Still open.

8/19/25 DPatton - missing WDL's

7/25 MOwens Sent another FU email to John asking if week of Aug 8/11 still works to schedule the PMs. John replied back and confirm for week of 8/11

7/11 Abby replied back to schedule the service during the week of 8/11.

7/11 MOwens John Smith replied back to the email requesting to schedule the PM service during 2nd or 3rd week in Aug.

🔧 Work Performed
Ferno Washington Inc - Ferno Model 185 Stat Trac Series Fastener Chanel (185, 185-ST, 185-MT, 185-LT) Serial #: 15C-114616 - Asset ID: a0C5A00000rsvsjUAA Ferno Washington Inc - 59T EZ-Glide Serial #: 16N-344067 - Asset ID: 13261417 Ferno Washington Inc - 59T EZ-Glide Serial #: 16N-344060 - Asset ID: 13261397
🔍 Technician Findings
found unit needing pm
⚠️ Problem Description
Annual Equipment PM 2 Pcs https://www.ebiotrack.com/inspection.php?iid=28757

Timeline

📞
Case Linked Jul 15, 8:21 AM
Case Number: 00510457
Subject: eBiotrack - New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Jul 15, 8:35 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered
To: Ready for Scheduling
Duration in Previous: 1m
⏳ 2.0 business days
👷
▶
2 Technician Assigned Jul 16, 4:45 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1d 8h
⚠️ 7.9 business days
🗓️
▶
2 Status: Scheduled Jul 25, 11:53 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2025-08-11T13:00:00.000+0000
🚨 12.0 business days
🔧
Status: Tech On Site by Rozier Cole Aug 11, 2:41 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 17d 2h
🚗
Status: Tech Off Site by Rozier Cole Aug 11, 3:41 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 1h 0m
🔧
Status: Tech On Site by Rozier Cole Aug 12, 9:59 AM
From: Tech Off Site
To: Tech On Site
Duration in Previous: 18h 17m
⏳ 2.0 business days
🚗
Status: Tech Off Site by Rozier Cole Aug 13, 9:22 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 1d 11h
🔧
Status: Tech On Site by Rozier Cole Aug 14, 9:50 AM
From: Tech Off Site
To: Tech On Site
Duration in Previous: 12h 28m
🚗
Status: Tech Off Site by Rozier Cole Aug 14, 11:58 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 14h 7m
🔧
Status: Tech On Site by Rozier Cole Aug 15, 10:42 AM
From: Tech Off Site
To: Tech On Site
Duration in Previous: 10h 43m
✔️
▶
2 Status: Completed Aug 15, 11:20 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Rozier Cole
From: Completed
To: Closed
Duration in Previous: 1m
⏳ 2.1 business days
💵
Status: Billing Review by Diane Patton Aug 19, 4:12 PM
From: Closed
To: Billing Review
Duration in Previous: 3d 16h
🚗
Status: Tech Off Site by Ben Saur Aug 20, 3:15 PM
From: Billing Review
To: Tech Off Site
Duration in Previous: 23h 2m
🏁
Status: Closed by Ben Saur Aug 20, 7:51 PM
From: Tech Off Site
To: Closed
Duration in Previous: 4h 35m
💵
Status: Billing Review by Diane Patton Aug 21, 9:16 AM
From: Closed
To: Billing Review
Duration in Previous: 13h 25m
🚨 15.0 business days
✏️
Status: WO Correction Needed by Rhonnie Reeves Sep 11, 10:12 AM
From: Billing Review
To: WO Correction Needed
Duration in Previous: 21d 0h
🗓️
▶
2 Status: Scheduled Sep 11, 1:08 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Matthew Bateman
Scheduled For: 2025-09-12T13:00:00.000+0000
⚠️ 6.0 business days
⏱️
▶
3 Labor Added Sep 18, 7:39 AM
Labor Added → Status: 04-Scheduled → Status: Completed
📋
Status: 04-Scheduled by Ben Saur
From: Scheduled
To: 04-Scheduled
Duration in Previous: 6d 18h
✔️
Status: Completed by Rozier Cole
From: 04-Scheduled, Completed
To: Completed, Closed
Duration in Previous: 1m, 0m
📄
Status: Ready to Bill by Diane Patton Sep 18, 9:14 AM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 1h 32m, 0m
⏳ 2.0 business days
🧾
Invoice Created Sep 22, 12:00 AM
Invoice Number: SM-241271

Bottlenecks

Ready for Scheduling
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Assigned
Duration: 7.4 business days (threshold: 4.0 business hours)
Exceeded by 6.9 business days
Scheduled
Duration: 12.0 business days (threshold: 2.0 business days)
Exceeded by 10.0 business days
Tech On Site
Duration: 2.2 business days (threshold: 1.0 business days)
Exceeded by 1.2 business days
Tech On Site
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 4.0 business hours
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Closed
Duration: 1.0 business days (threshold: 1.0 business days)
Exceeded by 0.1 business hours
Billing Review
Duration: 15.0 business days (threshold: 2.0 business days)
Exceeded by 13.0 business days
Scheduled
Duration: 5.9 business days (threshold: 2.0 business days)
Exceeded by 3.9 business days

🔗 Related Artifacts

📞
Case 00510457
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Preventive Maintenance
Branch
ERLA - PROD
Technician
Rozier Cole
Scheduled
Sep 12, 9:00 AM
Created
Jul 15, 8:35 AM
Invoice #
SM-241271

Work Details (1)

Name Type Status Qty Amount Date
WL-02940170 Labor Open 1 $0.00 Sep 18, 7:39 AM

Details