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WO-01304075 ↗ ServiceMax

Vibrant Health • Virtual Tech - Field Repair • P3

📍 Vibrant Health Cordell D Meeks Jr Clinic — 4313 State Ave, Kansas City, KS, 66102

Sep 12, 2025 → Oct 14, 2025

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Sep 17, 2025
✗ SLA Missed
Active: 3 biz days
Paused: 18 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Oct 14, 2025)
SLA Target
▶ Clock Running
Status: Created
Sep 12 → Sep 12, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: L2 Screening
Sep 12 → Sep 12, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
⏸18d
⏸ Clock Paused
Status: Awaiting Parts
Sep 12 → Oct 8, 2025
18 business days (not counted)
▶ Clock Running
Status: Reschedule
Oct 8 → Oct 8, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Assigned
Oct 8 → Oct 9, 2025
1 business day (counted)
Running total: 1 of 3 biz days used
2d
▶ Clock Running
Status: Scheduled
Oct 9 → Oct 14, 2025
2 business days (counted)
Running total: 3 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Oct 14 → Oct 14, 2025
0 business days (counted)
Running total: 3 of 3 biz days used
Created: Sep 12, 2025 Completed: Oct 14, 2025
Business Days Used 3 / 3
0 3d budget
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Sep 12 → Sep 12 Created ▶ Running 0 0 / 3
Sep 12 → Sep 12 L2 Screening ▶ Running 0 0 / 3
Sep 12 → Oct 8 Awaiting Parts ⏸ Paused 18 —
Oct 8 → Oct 8 Reschedule ▶ Running 0 0 / 3
Oct 8 → Oct 9 Assigned ▶ Running 1 1 / 3
Oct 9 → Oct 14 Scheduled ▶ Running 2 3 / 3
Oct 14 → Oct 14 Tech On Site ▶ Running 0 3 / 3
Dispatch 0.1d
Material Management 19.0d
Coordinators 4.7d
Field Work 0.9d
Billing 10.0d
✗ SLA Missed
Dispatch
0.1 days
Material Management
19.0 days
Over SLA
Coordinators
4.7 days
Over SLA
Field Work
0.9 days
Billing
10.0 days
Over SLA
Created: Sep 12, 2025 Due: Oct 14, 2025 Completed: Oct 15, 2025 (on time)
📅
22.2 days Total Age
⏱️
19.0d in Awaiting Parts Longest Stage
🔄
11 transitions Status Changes
⚠️
28.9d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

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Originating Case

Open in Salesforce →
🎫
Case #00526104
Follow up to WO-01283789
Closed
Q-00030007 Follow up to WO-01283789 Inspection #: 28366 Asset ID: 13114901 Model: Scale-Tronix - 5002 Notes: Parts Needed- Emsar to follow up with quote for needed replacement part. will no power up, needs battery replacedWill not power on. Part needed QTY 1 PN B11520
Priority
Standard
Origin
Email
Reason
New Case
Contact
Nicole Casey
Owner
Sherry Reich
Created
Sep 10, 2025
Work Orders from this Case (2)
WO-01304075 (current) Invoiced
Virtual Tech - Field Repair • Blake Ward
Created: Sep 12, 2025 • Closed: Oct 14, 2025
WO-01309369 Invoiced
Virtual Tech - Drop Shipment • Virtual Tech
Created: Oct 14, 2025 • Closed: Oct 28, 2025
Completed with significant delays
Invoiced • 173 days old
🚨
Primary Delay 19.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 28.9 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
L2 Screening
0.1d / 1.0d SLA
Awaiting Parts
19.0d / 3.0d SLA
Reschedule
0.1d / 2.0d SLA
Assigned
1.9d / 0.5d SLA
Scheduled
2.6d / 2.0d SLA
Tech On Site
0.3d / 1.0d SLA
Completed
0.6d / 1.0d SLA
Closed
4.9d / 1.0d SLA
Billing Review
10.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10/30/2025 DNakoff - This entire WO is not billable.

10/17/25 Dpatton - We sent the wrong parts, can we charge $633 for travel? Same with Wo 1304183. PLease advise to bill as-is, reduce or waive travel charge.

10/10/2025 Sramen - MM moved WO to RFS on 10/8. Parts arrived on 10/2 but we did not get tracking until 10/8. Updated due date and removed delay code.

10/9 KKelch Nicole called me back to schedule for 10/14 between 12 and 2 pm. Customer confirmed. Call logged on WO-01304075

10/8 KKelch called Nicole to schedule for 10/10 between 12 and 2 pm. Left VM. Call logged on WO-01304075

🔧 Work Performed
Unable to install batteries due to wrong batteries were sent out. Talk to Derek in L2 and corporate is sending out correct batteries to customer under WO#1309369.
🔍 Technician Findings
Scale needs new batteries.
⚠️ Problem Description
Q-00030007 Follow up to WO-01283789 Inspection #: 28366 Asset ID: 13114901 Model: Scale-Tronix - 5002 Notes: Parts Needed- Emsar to follow up with quote for needed replacement part. will no power up, needs battery replacedWill not power on. Part needed QTY 1 PN B11520 https://www.ebiotrack.com/workorder.php?wo=68150

Timeline

📞
Case Linked Sep 10, 2:24 PM
Case Number: 00526104
Subject: Follow up to WO-01283789
Status: Closed
⏳ 3.0 business days
📋
▶
2 Work Order Created Sep 12, 8:06 AM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Sherry Reich
From: Entered
To: L2 Screening
Duration in Previous: 1m
📦
▶
2 Parts Requested Sep 12, 9:05 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Wendy Argueta
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 57m
🚨 12.0 business days
💵
Expenses Added Sep 29, 9:19 AM
Type: Expenses
Status: Open
Qty: 1
⚠️ 8.0 business days
💵
▶
2 Expenses Added Oct 8, 11:45 AM
Expenses Added → Status: Reschedule
🔄
Status: Reschedule by Keith Fricke
From: Awaiting Parts
To: Reschedule
Duration in Previous: 26d 2h
👷
▶
2 Technician Assigned Oct 8, 12:39 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Reschedule
To: Assigned
Duration in Previous: 54m
⏳ 2.0 business days
🗓️
▶
2 Status: Scheduled Oct 9, 3:01 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-10-14T17:00:00.000+0000
⏳ 3.0 business days
🔧
Status: Tech On Site by Blake Ward Oct 14, 2:30 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 23h
✔️
Status: Completed by Blake Ward Oct 14, 4:36 PM
From: Tech On Site
To: Completed
Duration in Previous: 2h 5m
🚗
▶
2 Travel Added Oct 14, 9:08 PM
Travel Added → 2x Labor Added
⏱️
2x Labor Added
Type: Labor
Status: Open
Qty: 4.25, 1
🏁
Status: Closed by Blake Ward Oct 14, 9:44 PM
From: Completed
To: Closed
Duration in Previous: 5h 8m
⏳ 3.3 business days
💵
Status: Billing Review by Diane Patton Oct 17, 9:16 AM
From: Closed
To: Billing Review
Duration in Previous: 2d 11h
🚨 10.0 business days
🏁
Status: Closed by Dylan Nakoff Oct 30, 12:54 PM
From: Billing Review
To: Closed
Duration in Previous: 13d 3h
📄
Status: Ready to Bill by Diane Patton Oct 31, 9:21 AM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 20h 27m, 0m
⏳ 2.0 business days
🧾
Invoice Created Nov 3, 11:41 AM
Invoice Number: SM-245332

Bottlenecks

Awaiting Parts
Duration: 19.0 business days (threshold: 3.0 business days)
Exceeded by 16.0 business days
Assigned
Duration: 1.9 business days (threshold: 4.0 business hours)
Exceeded by 1.4 business days
Scheduled
Duration: 2.6 business days (threshold: 2.0 business days)
Exceeded by 5.0 business hours
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Billing Review
Duration: 10.0 business days (threshold: 2.0 business days)
Exceeded by 8.0 business days
Closed
Duration: 1.9 business days (threshold: 1.0 business days)
Exceeded by 7.1 business hours

🔗 Related Artifacts

📞
Case 00526104
Closed
📦
Parts Order 00081646
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
N/A
Technician
Blake Ward
Scheduled
Oct 14, 1:00 PM
Created
Sep 12, 8:06 AM
Invoice #
SM-245332

Work Details (5)

Name Type Status Qty Amount Date
WL-02952793 Expenses Open 1 $0.00 Sep 29, 9:19 AM
WL-02963271 Expenses Open 1 $0.00 Oct 8, 11:45 AM
WL-02970902 Travel Open 235 $0.00 Oct 14, 9:08 PM
WL-02970910 Labor Open 4.25 $0.00 Oct 14, 9:13 PM
WL-02970912 Labor Open 1 $0.00 Oct 14, 9:14 PM

Details