Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01293799 ↗ ServiceMax

CareATC • Inspection • PSM

📍 Augusta Health and Wellness Center — 535 Telfair Street, Suite 5000, Augusta GA, 30901

Jul 24, 2025 → Sep 5, 2025

✅ Completed
PSM
SLA Clock
Last business day of July 2025 · Target: Jul 31, 2025
✗ SLA Missed (25 biz days late)
Active: 30 biz days
🕐 Clock stopped: Completed (Sep 6, 2025)
▶ Clock Running
Status: Created
Jul 24 → Jul 24, 2025
0 business days (counted)
Running total: 0 of ? biz days used
13d
▶ Clock Running
Status: Ready for Scheduling
Jul 24 → Aug 12, 2025
13 business days (counted)
Running total: 13 of ? biz days used
4d
▶ Clock Running
Status: Assigned
Aug 12 → Aug 18, 2025
4 business days (counted)
Running total: 17 of ? biz days used
12d
▶ Clock Running
Status: Scheduled
Aug 18 → Sep 4, 2025
12 business days (counted)
Running total: 29 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 4 → Sep 5, 2025
1 business day (counted)
Running total: 30 of ? biz days used
▶ Clock Running
Status: Tech Off Site
Sep 5 → Sep 5, 2025
0 business days (counted)
Running total: 30 of ? biz days used
▶ Clock Running
Status: Scheduled
Sep 5 → Sep 6, 2025
0 business days (counted)
Running total: 30 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 6 → Sep 6, 2025
0 business days (counted)
Running total: 30 of ? biz days used
Created: Jul 24, 2025 Completed: Sep 6, 2025
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Jul 24 → Jul 24 Created ▶ Running 0 0
Jul 24 → Aug 12 Ready for Scheduling ▶ Running 13 13
Aug 12 → Aug 18 Assigned ▶ Running 4 17
Aug 18 → Sep 4 Scheduled ▶ Running 12 29
Sep 4 → Sep 5 Tech On Site ▶ Running 1 30
Sep 5 → Sep 5 Tech Off Site ▶ Running 0 30
Sep 5 → Sep 6 Scheduled ▶ Running 0 30
Sep 6 → Sep 6 Tech On Site ▶ Running 0 30
Dispatch 0.0d
Coordinators 32.3d
Field Work 1.7d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
32.3 days
Over SLA
Field Work
1.7 days
Billing
0.0 days
Created: Jul 24, 2025 Due: Sep 5, 2025 Completed: Sep 6, 2025 (on time)
📅
31.0 days Total Age
⏱️
14.0d in Ready for Scheduling Longest Stage
🔄
10 transitions Status Changes
⚠️
28.8d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
10 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 Dylan Ingraham — scheduling delays attributed to technician, not coordinators
Visit 1 Sep 4, 2025
Visit 2 Sep 5, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00513257
eBiotrack - New Inspection Created
Closed
Initial Annual Inspection Service https://www.ebiotrack.com/inspection.php?iid=28934
Priority
Standard
Origin
Email
Reason
New Case
Contact
Purchasing Support
Owner
Kimberly Hardison
Created
Jul 24, 2025
Work Orders from this Case (1)
WO-01293799 (current) Invoiced
Inspection • Dylan Ingraham
Created: Jul 24, 2025 • Closed: Sep 5, 2025
Completed with significant delays
Invoiced • 223 days old
🚨
Primary Delay 14.0 days stuck in "Ready for Scheduling"
⏱️
Total Delay 28.8 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
14.0d / 1.0d SLA
Assigned
4.8d / 0.5d SLA
Scheduled
13.5d / 2.0d SLA
Tech On Site
0.7d / 1.0d SLA
Tech Off Site
1.0d / 2.0d SLA
Closed
2.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

9/4/25 DI: Completed service today (9/4) - Leaving WO open to capture travel back to Atlanta tomorrow + hotel expenses after checkout


9/4/25 AJinerson - Tech was in area and available a day earlier, went on site to see if they would like to have it serviced earlier and site let him service today.


9/4/25 AJinerson - Called site number directly - (706) 723-6015. No answer.


9/4/25 AJinerson - Sent email to POC offering earlier visit today, 9/4 with eta between 2pm-230pm since tech has opening.


8/18/25 AJinerson - Received email confirmation from POC Joshua to schedule tech visit for Friday, 9/5 with eta between 9am-10am.


8/18/25 AJinerson - Received email from Purchasing Support stating more accurate address for this location is:

535 Telfair Street Suite 5000, Augusta, Georgia 30901


8/18/25 AJinerson - Sent email back to Purchasing Support/POC Joshua Martinson offering tech visit Friday, 9/5 with arrival between 9am-10am as we no longer have 9/4 available.


8/15/25 AJinerson - Sent email to PS offering tech visit for Thursday, 9/4 with eta between 9am-11am. (this is tech's soonest available to travel to cover HCP work in this area).


8/15/25 AJinerson - Called Purchasing Support number to see if anyone would answer to assist w/ scheduling. Left VM. 


8/11/25 AJinerson - Sent email to FSE to confirm if able to travel to cover WO first week of Sept. 9/2-9/5. Confirmed w/ SUP that this is our next available week to travel tech to cover and will be missing SLA.

🔧 Work Performed
9/4 DI: ARRIVED TO SITE AND CHECKED IN WITH CUSTOMER - COMPLETED INITIAL ANNUAL INSPECTION + EBT SETUP OF 12 DEVICES (11 PASS - 1 FAIL) - VERIFIED ALL EQUIPMENT HAD BEEN LOCATED AND ADVISED CUSTOMER OF EQUIPMENT STATUS - RETURNED ALL PASSING DEVICES TO SERVICE 9/5 DI: TRAVEL FROM AUGUSTA, GA TO ATLANTA, GA
🔍 Technician Findings
9/4 DI: INITIAL ANNUAL INSPECTION + EBT SETUP
⚠️ Problem Description
Initial Annual Inspection Service https://www.ebiotrack.com/inspection.php?iid=28934

Timeline

📞
Case Linked Jul 24, 11:03 AM
Case Number: 00513257
Subject: eBiotrack - New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Jul 24, 12:06 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
🚨 14.0 business days
👷
▶
2 Technician Assigned Aug 12, 1:22 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Abby Jinerson
From: Ready for Scheduling
To: Assigned
Duration in Previous: 19d 1h
⚠️ 5.0 business days
🗓️
▶
2 Status: Scheduled Aug 18, 4:11 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Abby Jinerson
Scheduled For: 2025-09-05T13:00:00.000+0000
⚠️ 7.0 business days
💵
2x Expenses Added Aug 26, 3:25 PM
Type: Expenses
Status: Open
Qty: 1
⚠️ 7.0 business days
📅
Dispatch Scheduled by Abby Jinerson Sep 4, 2:55 PM
Scheduled For: 2025-09-04T18:30:00.000+0000
🔧
Status: Tech On Site by Dylan Ingraham Sep 4, 3:59 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 16d 23h
🚗
Status: Tech Off Site by Dylan Ingraham Sep 4, 9:37 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 5h 38m
⏱️
6x Labor Added Sep 4, 10:39 PM
Type: Labor, Travel, Expenses
Status: Open
Qty: 0.5, 1.75, 10
📅
▶
2 Dispatch Scheduled Sep 5, 9:48 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Mark Franks
From: Tech Off Site
To: Scheduled
Duration in Previous: 12h 11m
🔧
▶
3 Status: Tech On Site Sep 5, 10:15 PM
Status: Tech On Site → 2x Labor Added → Status: Completed
⏱️
2x Labor Added
Type: Labor, Travel
Status: Open
Qty: 4.5, 168
✔️
Status: Completed by Dylan Ingraham
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 3m, 0m
⏳ 2.2 business days
📄
▶
2 Status: Ready to Bill Sep 9, 12:30 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⏳ 2.0 business days
🧾
Invoice Created Sep 10, 7:38 PM
Invoice Number: SM-240380

Bottlenecks

Ready for Scheduling
Duration: 14.0 business days (threshold: 1.0 business days)
Exceeded by 13.0 business days
Assigned
Duration: 4.8 business days (threshold: 4.0 business hours)
Exceeded by 4.3 business days
Scheduled
Duration: 12.5 business days (threshold: 2.0 business days)
Exceeded by 10.5 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00513257
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
N/A
Technician
Dylan Ingraham
Scheduled
Sep 5, 2:30 PM
Created
Jul 24, 12:06 PM
Invoice #
SM-240380

Work Details (10)

Name Type Status Qty Amount Date
WL-02915306 Expenses Open 1 $0.00 Aug 26, 3:25 PM
WL-02915307 Expenses Open 1 $0.00 Aug 26, 3:25 PM
WL-02926080 Labor Open 0.5 $0.00 Sep 4, 10:39 PM
WL-02926081 Labor Open 1.75 $1,106.60 Sep 4, 10:39 PM
WL-02926082 Labor Open 0.5 $0.00 Sep 4, 10:39 PM
WL-02926083 Travel Open 10 - Sep 4, 10:39 PM
WL-02926084 Travel Open 7 - Sep 4, 10:39 PM
WL-02926085 Expenses Open 1 $0.00 Sep 4, 10:39 PM
WL-02927430 Labor Open 4.5 $0.00 Sep 5, 10:17 PM
WL-02927431 Travel Open 168 - Sep 5, 10:17 PM

Details