Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01301174 ↗ ServiceMax

Advanced Dermatology and Cosmetic Surgery (ADCS) • Virtual Tech - Field Repair • P3

📍 ADCS - 359 - Kalamazoo — 6100 Newport Rd., Portage MI, 49002

Sep 4, 2025 → Oct 14, 2025

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Sep 9, 2025
✗ SLA Missed (7 biz days late)
Active: 10 biz days
Paused: 17 biz days
Budget: 3 biz days
🕐 Clock stopped: Tech Off Site (Oct 14, 2025)
SLA Target
▶ Clock Running
Status: Created
Sep 4 → Sep 4, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 4 → Sep 4, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Assigned
Sep 4 → Sep 4, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Scheduled
Sep 4 → Sep 5, 2025
1 business day (counted)
Running total: 1 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Sep 5 → Sep 5, 2025
0 business days (counted)
Running total: 1 of 3 biz days used
▶ Clock Running
Status: Tech Off Site
Sep 5 → Sep 5, 2025
0 business days (counted)
Running total: 1 of 3 biz days used
▶ Clock Running
Status: Completed
Sep 5 → Sep 5, 2025
0 business days (counted)
Running total: 1 of 3 biz days used
▶ Clock Running
Status: Incomplete
Sep 5 → Sep 5, 2025
0 business days (counted)
Running total: 1 of 3 biz days used
⏸8d
⏸ Clock Paused
Status: Awaiting Parts
Sep 5 → Sep 17, 2025
8 business days (not counted)
▶ Clock Running
Status: Reschedule
Sep 17 → Sep 18, 2025
1 business day (counted)
Running total: 2 of 3 biz days used
⏸9d
⏸ Clock Paused
Status: Awaiting Parts
Sep 18 → Oct 1, 2025
9 business days (not counted)
7d
▶ Clock Running
Status: Reschedule
Oct 1 → Oct 13, 2025
7 business days (counted)
Running total: 9 of 3 biz days used
▶ Clock Running
Status: Scheduled
Oct 13 → Oct 14, 2025
1 business day (counted)
Running total: 10 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Oct 14 → Oct 14, 2025
0 business days (counted)
Running total: 10 of 3 biz days used
Created: Sep 4, 2025 Tech Off Site: Oct 14, 2025
Business Days Used 10 / 3
0 3d budget +7d over
Show SLA Clock Detail (14 periods)
Period Status Clock Biz Days Running Total
Sep 4 → Sep 4 Created ▶ Running 0 0 / 3
Sep 4 → Sep 4 Ready for Scheduling ▶ Running 0 0 / 3
Sep 4 → Sep 4 Assigned ▶ Running 0 0 / 3
Sep 4 → Sep 5 Scheduled ▶ Running 1 1 / 3
Sep 5 → Sep 5 Tech On Site ▶ Running 0 1 / 3
Sep 5 → Sep 5 Tech Off Site ▶ Running 0 1 / 3
Sep 5 → Sep 5 Completed ▶ Running 0 1 / 3
Sep 5 → Sep 5 Incomplete ▶ Running 0 1 / 3
Sep 5 → Sep 17 Awaiting Parts ⏸ Paused 8 —
Sep 17 → Sep 18 Reschedule ▶ Running 1 2 / 3
Sep 18 → Oct 1 Awaiting Parts ⏸ Paused 9 —
Oct 1 → Oct 13 Reschedule ▶ Running 7 9 / 3
Oct 13 → Oct 14 Scheduled ▶ Running 1 10 / 3
Oct 14 → Oct 14 Tech On Site ▶ Running 0 10 / 3
Dispatch 1.0d
Material Management 19.0d
Coordinators 11.8d
Field Work 1.5d
Incomplete 0.0d (excluded)
Billing 0.0d
✗ SLA Missed
Dispatch
1.0 days
Over SLA
Material Management
19.0 days
Over SLA
Coordinators
11.8 days
Over SLA
Field Work
1.5 days
Incomplete (excluded from total)
0.0 days
Billing
0.0 days
Created: Sep 4, 2025 Due: Oct 15, 2025 Completed: Oct 14, 2025 (1 days early)
📅
28.0 days Total Age
⏱️
10.0d in Awaiting Parts Longest Stage
🔄
17 transitions Status Changes
⚠️
21.2d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
8 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 Jon Kuehl — scheduling delays attributed to technician, not coordinators
Visit 1 Sep 5, 2025
Visit 2 Oct 14, 2025

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00524239
L2 review - HCP
Closed
Midmark Ritter Model: 119-014 SN: EY002638 Exam chair in room 5 is leaking fluid. Please see the attached photos for exam chair information.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Brittany Ranes
Owner
Virtual Tech
Created
Sep 3, 2025
Work Orders from this Case (1)
WO-01301174 (current) Invoiced
Virtual Tech - Field Repair • Jon Kuehl
Created: Sep 4, 2025 • Closed: Oct 14, 2025
Completed with significant delays
Invoiced • 181 days old
🚨
Primary Delay 10.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 21.2 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
1.0d / 0.5d SLA
Ready for Scheduling
0.0d / 1.0d SLA
Assigned
0.2d / 0.5d SLA
Scheduled
2.2d / 2.0d SLA
Tech On Site
0.7d / 1.0d SLA
Tech Off Site
0.9d / 2.0d SLA
Incomplete
0.0d
Awaiting Parts
19.0d / 3.0d SLA
Reschedule
9.4d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
3.3d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10/8 KFricke - Last part arriving 10/10 on1Z9331860396335269

10-7-25 JK Texted with Brittany and she said the 2nd piston has not arrived yet.


9/17/2025 Sramen - updated due date and removed delay code based on parts eta

🔧 Work Performed
Removed panels and cleaned unit. Added oil and tested hydraulics. Found leaks at the top of the Base and the Tilt pistons. 10-14-25 Installed new tilt and base pistons. Cleaned up fluid mess and performed a successful functional test with account.
🔍 Technician Findings
Oil leaking from bottom of unit.
⚠️ Problem Description
Midmark Ritter Model: 119-014 SN: EY002638 Exam chair in room 5 is leaking fluid.. https://www.ebiotrack.com/workorder.php?wo=67980

Timeline

📞
Case Linked Sep 3, 1:48 PM
Case Number: 00524239
Subject: L2 review - HCP
Status: Closed
📋
Work Order Created Sep 4, 8:27 AM
Work Order: WO-01301174
Type: Virtual Tech - Field Repair
Priority: P3
📅
▶
3 Status: Ready for Scheduling Sep 4, 5:02 PM
Status: Ready for Scheduling → Technician Assigned → Status: Assigned
👷
Technician Assigned by Charles Ramen
Technician: Jon Kuehl
👷
Status: Assigned by Charles Ramen
From: Ready for Scheduling
To: Assigned
Duration in Previous: 3m
🗓️
▶
2 Status: Scheduled Sep 4, 6:40 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jonathan Kuehl
Scheduled For: 2025-09-05T13:00:00.000+0000
🔧
Status: Tech On Site by Jonathan Kuehl Sep 5, 9:01 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 14h 20m
🚗
Status: Tech Off Site by Jonathan Kuehl Sep 5, 11:12 AM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 2h 10m
✔️
▶
3 Status: Completed Sep 5, 11:56 AM
Status: Completed → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00081301
Status: Closed
📦
Status: Awaiting Parts by Jonathan Kuehl
From: Incomplete
To: Awaiting Parts
Duration in Previous: 1m
⏱️
3x Labor Added Sep 5, 5:03 PM
Type: Labor, Travel
Status: Open
Qty: 1.0166666666667, 1.15, 56
⚠️ 8.9 business days
🔄
Status: Reschedule by Keith Fricke Sep 17, 11:47 AM
From: Awaiting Parts
To: Reschedule
Duration in Previous: 11d 23h
📦
Status: Awaiting Parts by Keith Fricke Sep 18, 7:29 AM
From: Reschedule
To: Awaiting Parts
Duration in Previous: 19h 42m
🚨 10.0 business days
🔩
▶
2 2x Parts Added Oct 1, 4:44 PM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Keith Fricke
From: Awaiting Parts
To: Reschedule
Duration in Previous: 13d 9h
⚠️ 7.9 business days
🗓️
▶
2 Status: Scheduled Oct 13, 5:28 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jonathan Kuehl
Scheduled For: 2025-10-14T12:00:00.000+0000
🔧
Status: Tech On Site by Jonathan Kuehl Oct 14, 8:26 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 14h 58m
🚗
Status: Tech Off Site by Jonathan Kuehl Oct 14, 11:27 AM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 3h 1m
✔️
▶
3 Status: Completed Oct 14, 5:35 PM
Status: Completed → 3x Labor Added → Status: Closed
⏱️
3x Labor Added
Type: Labor, Travel
Status: Open
Qty: 1.1, 3.0166666666667, 57
🏁
Status: Closed by Jonathan Kuehl
From: Completed
To: Closed
Duration in Previous: 4m
⏳ 3.8 business days
📄
▶
2 Status: Ready to Bill Oct 17, 9:35 AM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⏳ 1.1 business days
🧾
Invoice Created Oct 20, 12:33 AM
Invoice Number: SM-244024

Bottlenecks

Entered
Duration: 1.0 business days (threshold: 4.0 business hours)
Exceeded by 4.0 business hours
Awaiting Parts
Duration: 9.0 business days (threshold: 3.0 business days)
Exceeded by 6.0 business days
Awaiting Parts
Duration: 10.0 business days (threshold: 3.0 business days)
Exceeded by 7.0 business days
Reschedule
Duration: 7.4 business days (threshold: 2.0 business days)
Exceeded by 5.4 business days
Closed
Duration: 3.3 business days (threshold: 1.0 business days)
Exceeded by 2.3 business days

🔗 Related Artifacts

📞
Case 00524239
Closed
📦
Parts Order 00081301
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Jon Kuehl
Scheduled
Oct 14, 8:00 AM
Created
Sep 4, 8:27 AM
Invoice #
SM-244024

Work Details (8)

Name Type Status Qty Amount Date
WL-02927070 Labor Open 1.0166666666667 $113.75 Sep 5, 5:03 PM
WL-02927071 Labor Open 1.15 $186.25 Sep 5, 5:03 PM
WL-02927072 Travel Open 56 $0.00 Sep 5, 5:03 PM
WL-02956506 Parts Open 1 $396.44 Oct 1, 4:44 PM
WL-02956507 Parts Open 1 $396.44 Oct 1, 4:44 PM
WL-02970412 Labor Open 1.1 $113.75 Oct 14, 5:37 PM
WL-02970413 Labor Open 3.0166666666667 $484.25 Oct 14, 5:37 PM
WL-02970414 Travel Open 57 $0.00 Oct 14, 5:37 PM

Details