Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01304097 ↗ ServiceMax

Accucold • Repair • PC

📍 Walterboro Family Care and Pediatrics — 830 Robertson Blvd, Walterboro SC, 29488

Sep 12, 2025 → Sep 26, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Sep 26, 2025
✓ SLA Met
Active: 10 biz days
🕐 Clock stopped: Completed (Sep 26, 2025)
▶ Clock Running
Status: Created
Sep 12 → Sep 12, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 12 → Sep 12, 2025
0 business days (counted)
Running total: 0 of ? biz days used
1d
▶ Clock Running
Status: L2 Screening
Sep 12 → Sep 15, 2025
1 business day (counted)
Running total: 1 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 15 → Sep 15, 2025
0 business days (counted)
Running total: 1 of ? biz days used
▶ Clock Running
Status: Assigned
Sep 15 → Sep 15, 2025
0 business days (counted)
Running total: 1 of ? biz days used
9d
▶ Clock Running
Status: Scheduled
Sep 15 → Sep 26, 2025
9 business days (counted)
Running total: 10 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 26 → Sep 26, 2025
0 business days (counted)
Running total: 10 of ? biz days used
Created: Sep 12, 2025 Completed: Sep 26, 2025
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Sep 12 → Sep 12 Created ▶ Running 0 0
Sep 12 → Sep 12 Ready for Scheduling ▶ Running 0 0
Sep 12 → Sep 15 L2 Screening ▶ Running 1 1
Sep 15 → Sep 15 Ready for Scheduling ▶ Running 0 1
Sep 15 → Sep 15 Assigned ▶ Running 0 1
Sep 15 → Sep 26 Scheduled ▶ Running 9 10
Sep 26 → Sep 26 Tech On Site ▶ Running 0 10
Dispatch 2.0d
Coordinators 10.4d
Field Work 0.0d
Billing 0.0d
✓ SLA Met
Dispatch
2.0 days
Over SLA
Coordinators
10.4 days
Over SLA
Field Work
0.0 days
Billing
0.0 days
Created: Sep 12, 2025 Due: Sep 26, 2025 Completed: Sep 26, 2025 (on time)
📅
11.0 days Total Age
⏱️
9.5d in Scheduled Longest Stage
🔄
9 transitions Status Changes
⚠️
10.3d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00526718
Closed
UNITS ARE NOT POWERING ON AFTER OUTAGE - CUSTOMER HAS REPLACEMENT MAIN BOARDS Please contact Travis Givens (mobile: 843-909-3207) or Daniel Calvert (mobile: 901-489-1655) Customer is in zone 2 CASE #873848 ARG49ML-24070013
Priority
High
Origin
Email
Reason
New Case
Contact
Travis Given
Owner
Shelby Robinson
Created
Sep 12, 2025
Work Orders from this Case (2)
WO-01304096 Invoiced
Repair • Eric Colon
Created: Sep 12, 2025 • Closed: Sep 26, 2025
WO-01304097 (current) Invoiced
Repair • Eric Colon
Created: Sep 12, 2025 • Closed: Sep 26, 2025
Completed with significant delays
Invoiced • 173 days old
🚨
Primary Delay 9.5 days stuck in "Scheduled"
⏱️
Total Delay 10.3 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
0.4d / 1.0d SLA
L2 Screening
2.0d / 1.0d SLA
Assigned
0.6d / 0.5d SLA
Scheduled
9.5d / 2.0d SLA
Tech On Site
0.0d / 1.0d SLA
Closed
2.8d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

9/15 MOwens Called Travis back. Offered the first open day for the tech on 9/26. Travis said that day will work good for him. The eta will be between 10-11am.

9/15 MOwens Called to speak to Travis Givens. Had to leave a vm for him to call back to schedule the repair visit.

09/12/2025 SRobinson- called Travis Given, 843-909-3207. It went to VM, LM with WO# and advised a coordinator will be reaching out to schedule. 

🔧 Work Performed
9/26/25- EColon- Arrived onsite, checked in with POC and received parts. Completed replacement of main board, set unit to Fahrenheit, set temp and hi and low alarms. Called tech support to ease customers concern and ensure that the new board would be able to power unit back on after a power outage.
🔍 Technician Findings
Main board replacement
⚠️ Problem Description
UNITS ARE NOT POWERING ON AFTER OUTAGE - CUSTOMER HAS REPLACEMENT MAIN BOARDS Please contact Travis Givens (mobile: 843-909-3207) or Daniel Calvert (mobile: 901-489-1655) Customer is in zone 2 CASE #873848 ARG49ML-24070011 Accucold General Tech Support -718-893-3900 ext 513 techsupport@summitappliance.com Emilio Medina - Tech Support (back up) - 718-893-3900 ext. 322  &  Cell# 516-784-3003 emiliom@summitapliance.com 

Timeline

📞
▶
2 Case Linked Sep 12, 9:17 AM
Case Linked → Work Order Created
📋
Work Order Created
Work Order: WO-01304097
Type: Repair
Priority: PC
📅
Status: Ready for Scheduling by Shelby Robinson Sep 12, 9:25 AM
From: Entered
To: Ready for Scheduling
Duration in Previous: 4m
🔍
Status: L2 Screening by Shelby Robinson Sep 12, 10:10 AM
From: Ready for Scheduling
To: L2 Screening
Duration in Previous: 44m
⏳ 2.0 business days
📅
Status: Ready for Scheduling by Joseph Whalen Sep 15, 9:16 AM
From: L2 Screening
To: Ready for Scheduling
Duration in Previous: 2d 23h
👷
▶
2 Technician Assigned Sep 15, 11:46 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2h 29m
🗓️
▶
2 Status: Scheduled Sep 15, 4:19 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2025-09-26T14:00:00.000+0000
⚠️ 10.0 business days
🔧
Status: Tech On Site by Eric Colon Sep 26, 1:18 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 10d 20h
⏱️
▶
2 3x Labor Added Sep 26, 1:36 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Eric Colon
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 20m
⏳ 3.0 business days
📄
▶
2 Status: Ready to Bill Sep 30, 1:29 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🧾
Invoice Created Oct 1, 10:35 AM
Invoice Number: SM-242417

Bottlenecks

L2 Screening
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Assigned
Duration: 4.6 business hours (threshold: 4.0 business hours)
Exceeded by 0.6 business hours
Scheduled
Duration: 9.5 business days (threshold: 2.0 business days)
Exceeded by 7.5 business days
Closed
Duration: 2.8 business days (threshold: 1.0 business days)
Exceeded by 1.8 business days

🔗 Related Artifacts

📞
Case 00526718
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Repair
Branch
N/A
Technician
Eric Colon
Scheduled
Sep 26, 10:00 AM
Created
Sep 12, 9:20 AM
Invoice #
SM-242417

Work Details (3)

Name Type Status Qty Amount Date
WL-02950853 Labor Open 1 $125.00 Sep 26, 1:36 PM
WL-02950854 Labor Open 1.5 $0.00 Sep 26, 1:36 PM
WL-02950855 Travel Open 95 $0.00 Sep 26, 1:36 PM

Details