Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01293120 ↗ ServiceMax

BURTON MEDICAL • Repair • P3

📍 West Flamingo Animal Hospital — 5445 West Flamingo Road, Las Vegas NV, 89103

Jul 21, 2025 → Sep 8, 2025

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Jul 24, 2025
✗ SLA Missed (24 biz days late)
Active: 27 biz days
Paused: 7 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Sep 8, 2025)
🏭 Customer Supplied Parts (1)
SLA Target
▶ Clock Running
Status: Created
Jul 21 → Jul 21, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Ready for Scheduling
Jul 21 → Jul 24, 2025
3 business days (counted)
Running total: 3 of 3 biz days used
3d
▶ Clock Running
Status: Assigned
Jul 24 → Jul 29, 2025
3 business days (counted)
Running total: 6 of 3 biz days used
4d
▶ Clock Running
Status: On Hold
Jul 29 → Aug 4, 2025
4 business days (counted)
Running total: 10 of 3 biz days used
▶ Clock Running
Status: Ready for Scheduling
Aug 4 → Aug 5, 2025
1 business day (counted)
Running total: 11 of 3 biz days used
⏸5d
⏸ Clock Paused
Status: Awaiting Parts - Customer
Aug 5 → Aug 12, 2025
5 business days (not counted)
8d
▶ Clock Running
Status: Scheduled
Aug 12 → Aug 22, 2025
8 business days (counted)
Running total: 19 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Aug 22 → Aug 25, 2025
1 business day (counted)
Running total: 20 of 3 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Aug 25 → Aug 27, 2025
2 business days (not counted)
6d
▶ Clock Running
Status: Scheduled
Aug 27 → Sep 5, 2025
6 business days (counted)
Running total: 26 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Sep 5 → Sep 6, 2025
0 business days (counted)
Running total: 26 of 3 biz days used
▶ Clock Running
Status: Scheduled
Sep 6 → Sep 8, 2025
1 business day (counted)
Running total: 27 of 3 biz days used
Created: Jul 21, 2025 Completed: Sep 8, 2025
Business Days Used 27 / 3
0 3d budget +24d over
Show SLA Clock Detail (12 periods)
Period Status Clock Biz Days Running Total
Jul 21 → Jul 21 Created ▶ Running 0 0 / 3
Jul 21 → Jul 24 Ready for Scheduling ▶ Running 3 3 / 3
Jul 24 → Jul 29 Assigned ▶ Running 3 6 / 3
Jul 29 → Aug 4 On Hold ▶ Running 4 10 / 3
Aug 4 → Aug 5 Ready for Scheduling ▶ Running 1 11 / 3
Aug 5 → Aug 12 Awaiting Parts - Customer ⏸ Paused 5 —
Aug 12 → Aug 22 Scheduled ▶ Running 8 19 / 3
Aug 22 → Aug 25 Tech On Site ▶ Running 1 20 / 3
Aug 25 → Aug 27 Awaiting Parts ⏸ Paused 2 —
Aug 27 → Sep 5 Scheduled ▶ Running 6 26 / 3
Sep 5 → Sep 6 Tech On Site ▶ Running 0 26 / 3
Sep 6 → Sep 8 Scheduled ▶ Running 1 27 / 3
Dispatch 0.0d
Material Management 8.8d
Holding 4.5d (excluded)
Coordinators 24.2d
Field Work 3.3d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
8.8 days
Holding (excluded from total)
4.5 days
Coordinators
24.2 days
Over SLA
Field Work
3.3 days
Over SLA
Billing
0.0 days
Created: Jul 21, 2025 Due: Aug 15, 2025 Completed: Sep 8, 2025 (23 days late)
📅
34.0 days Total Age
⏱️
8.1d in Scheduled Longest Stage
🔄
15 transitions Status Changes
⚠️
17.5d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
14 lines Work Details
🚩
3 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
3 On-Site Visits
3 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Omar Serrano — scheduling delays attributed to technician, not coordinators
Visit 1 Aug 21, 2025
Visit 2 Aug 23, 2025
Visit 3 Sep 5, 2025

AI Analysis

Powered by OpenAI
Generating AI analysis...
Completed with significant delays
Invoiced • 226 days old
🚨
Primary Delay 8.1 days stuck in "Scheduled"
⏱️
Total Delay 17.5 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
5.4d / 1.0d SLA
Assigned
3.8d / 0.5d SLA
On Hold
4.5d
Awaiting Parts - Customer
5.8d
Scheduled
15.0d / 2.0d SLA
Tech On Site
2.3d / 1.0d SLA
Awaiting Parts
3.0d / 3.0d SLA
Completed
1.0d / 1.0d SLA
Closed
0.3d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

8-27 Mburris email sent to POC 9-5

8/27 JJ: Received tracking info from Burton Medical via email. Tracking ID: 410241076322 ETA Tuesday 9/2 by EOD

8-12 Mburris retuned call from POC Sherri Chase to set appt 

8-12 Mburris called site LM with front desk for POC who isn't in office yet

8-5 Mburris called spoke with Sherri advised Burton rep told her ordering part, and she would let me know when they arrive on both WO-01293120 and WO-01295491

8/4/25 SReich - Per the attached email from Burton: Shipping extension and spring arm part number 4000104 to site along with connector replacement kit part number 6000299 if needed to site on Monday.


7-29 Mburris called site spoke with POC Sherri Chase she said waiting to hear back from Burton Med to see if going to send new lights or have a tech come back out for 3rd time


7-24 Mburris email sent to POC

7/22/25 RCook- Spoke with receptionist states that Sherri Chase is not in yet today. Advised I was calling to let Sherri know that we have received this WO and are working on coordinating a technician for this repair. We will reach out to schedule ASAP. Receptionist states Sherri is only in office on Mon Tues Fri


7/22/25 RCook- Sent teams chat to CDempsey and DCarvalho: WO-01293120- Burton Medical repair in Las Vegas, NV. Thoughts on sending Michael Russell to this when he gets back from OJT? I know he is fairly new. The problem description states that this is an ongoing issue and this is the 3rd repair. If not Michael, do you have anyone in your area that can assist?


🔧 Work Performed
Once parts replaced light initially powered on but once trying in different positions light did not power on. Upon inspecting found wires had become fried. Literally burned and sparking. Cut power to light and informed customer they could not use light. Called Ed and they confirmed they would send new transformer 9/5 Arrived on site and was given new transformer sent. Began by removing ceiling cover and with the wires burnt that go into light began with removing burnt section and installing new end terminal. Transformer connected to other ceiling lights on electrical panel so had to wait before powering off lights as they were still seeing patients. Once able to power off lights, removed transformer and installed new transformer. Made correct wiring and called Burton lights to confirm proper wiring. Once confirmed powered on light and light functioning again. New light functioned tested by customer and closed ceiling section
🔍 Technician Findings
Customer stated that they keep having issues with light cutting out.
⚠️ Problem Description
On going issue, light cuts out during use, 3rd dispatch for this issue.
📄 Description
Burton Medical AIM-50 (Series) Exam Light (A50FL, A53FL, A54FL25, A52Fl, A51FL, A50SC, A53SC, A54SC25, A52SC, A51SC, A50DC, A53DC, A54DC25, A52DC, A51DC, A50W, A53W, A54W25, A52W, A51W)

Timeline

📋
▶
2 Work Order Created Jul 21, 4:39 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 2m
⏳ 3.9 business days
👷
▶
2 Technician Assigned Jul 24, 1:49 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2d 21h
⏳ 4.0 business days
⏸️
Status: On Hold by Michael Burris Jul 29, 3:43 PM
From: Assigned
To: On Hold
Duration in Previous: 5d 1h
⚠️ 5.0 business days
📅
Status: Ready for Scheduling by Sherry Reich Aug 4, 9:07 AM
From: On Hold
To: Ready for Scheduling
Duration in Previous: 5d 17h
⏳ 2.0 business days
👤
Status: Awaiting Parts - Customer by Michael Burris Aug 5, 1:28 PM
From: Ready for Scheduling
To: Awaiting Parts - Customer
Duration in Previous: 1d 4h
⚠️ 6.0 business days
🗓️
▶
2 Status: Scheduled Aug 12, 7:11 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-08-22T17:00:00.000+0000
💵
2x Expenses Added Aug 13, 8:05 AM
Type: Expenses
Status: Open
Qty: 1
⚠️ 8.0 business days
🔧
Status: Tech On Site by Omar Serrano Aug 22, 2:21 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 9d 19h
⏳ 1.2 business days
⏱️
7x Labor Added Aug 25, 1:48 AM
Type: Labor, Travel, Expenses
Status: Open
Qty: 5.25, 265, 1, 6.25
📦
▶
2 Parts Requested Aug 25, 2:00 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Omar Serrano
From: Tech On Site
To: Awaiting Parts
Duration in Previous: 2d 11h
💵
3x Expenses Added Aug 25, 2:15 AM
Type: Expenses
Status: Open
Qty: 1
⏳ 3.0 business days
📅
▶
2 Dispatch Scheduled Aug 27, 5:34 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Michael Burris
From: Awaiting Parts
To: Scheduled
Duration in Previous: 2d 15h
⚠️ 6.8 business days
🔧
Status: Tech On Site by Omar Serrano Sep 5, 1:05 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 8d 19h
📅
▶
2 Dispatch Scheduled Sep 5, 9:59 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Omar Serrano
From: Tech On Site
To: Scheduled
Duration in Previous: 8h 53m
⏳ 0.3 business days
⏱️
2x Labor Added Sep 8, 12:37 AM
Type: Labor, Travel
Status: Open
Qty: 7, 290
✔️
Status: Completed by Omar Serrano Sep 8, 12:52 AM
From: Scheduled
To: Completed
Duration in Previous: 2d 2h
🏁
Status: Closed by Omar Serrano Sep 8, 11:12 AM
From: Completed
To: Closed
Duration in Previous: 10h 20m
📄
▶
2 Status: Ready to Bill Sep 8, 1:55 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⏳ 2.0 business days
🧾
Invoice Created Sep 9, 4:53 PM
Invoice Number: SM-240285

Bottlenecks

Ready for Scheduling
Duration: 3.4 business days (threshold: 1.0 business days)
Exceeded by 2.4 business days
Assigned
Duration: 3.8 business days (threshold: 4.0 business hours)
Exceeded by 3.3 business days
Ready for Scheduling
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Scheduled
Duration: 8.1 business days (threshold: 2.0 business days)
Exceeded by 6.1 business days
Tech On Site
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 3.6 business hours
Scheduled
Duration: 6.3 business days (threshold: 2.0 business days)
Exceeded by 4.3 business days

🔗 Related Artifacts

📦
Parts Order 00080565
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Repair
Branch
N/A
Technician
Omar Serrano
Scheduled
Sep 6, 1:00 PM
Created
Jul 21, 4:39 PM
Invoice #
SM-240285

Work Details (14)

Name Type Status Qty Amount Date
WL-02900035 Expenses Open 1 $0.00 Aug 13, 8:05 AM
WL-02900036 Expenses Open 1 $0.00 Aug 13, 8:05 AM
WL-02913295 Labor Open 5.25 $603.75 Aug 25, 1:48 AM
WL-02913296 Travel Open 265 $0.00 Aug 25, 1:48 AM
WL-02913297 Expenses Open 1 $0.00 Aug 25, 1:48 AM
WL-02913298 Travel Open 265 $0.00 Aug 25, 1:48 AM
WL-02913299 Expenses Open 1 $0.00 Aug 25, 1:48 AM
WL-02913300 Expenses Open 1 $0.00 Aug 25, 1:48 AM
WL-02913301 Labor Open 6.25 $718.75 Aug 25, 1:48 AM
WL-02913307 Expenses Open 1 $0.00 Aug 25, 2:15 AM
WL-02913308 Expenses Open 1 $0.00 Aug 25, 2:15 AM
WL-02913309 Expenses Open 1 $0.00 Aug 25, 2:15 AM
WL-02927894 Labor Open 7 $805.00 Sep 8, 12:37 AM
WL-02927895 Travel Open 290 $0.00 Sep 8, 12:37 AM

Details