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WO-01304183 ↗ 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 0.0d
Material Management 18.7d
Coordinators 4.7d
Field Work 0.9d
Billing 6.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
18.7 days
Over SLA
Coordinators
4.7 days
Over SLA
Field Work
0.9 days
Billing
6.0 days
Over SLA
Created: Sep 12, 2025 Due: Oct 14, 2025 Completed: Oct 15, 2025 (on time)
📅
21.9 days Total Age
⏱️
18.7d in Awaiting Parts Longest Stage
🔄
12 transitions Status Changes
⚠️
24.8d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00525951
eBiotrack - New Work Order Request - Inspection Repair
Closed
Q-00030002 Vibrant Health Cordell D Meeks Jr Clinic Site: Vibrant Health Cordell D Meeks Jr Clinic Customer: Vibrant Health Customer #: 2860939 4313 State Ave Kansas City, KS 66102 Inspection #: 28366 Asset ID: 13114916 Model: Scale-Tronix - 5002 Notes: Performed linear calibration check. Scale passed within +/- 1lbs or 1% whichever is greater. 5002battery error. battery needs to be replaced 25%- lbs / lbs 50%- lbs / lbs 100%- lbs / lbs (Weight used / Test Results) Will not power on. Parts Needed- Emsar to follow up with quote for needed replacement part. Part needed 1 - B11520
Priority
Standard
Origin
Email
Reason
New Case
Contact
Nicole Casey
Owner
Sherry Reich
Created
Sep 10, 2025
Work Orders from this Case (1)
WO-01304183 (current) Invoiced
Virtual Tech - Field Repair • Blake Ward
Created: Sep 12, 2025 • Closed: Oct 14, 2025
Completed with significant delays
Invoiced • 173 days old
🚨
Primary Delay 18.7 days stuck in "Awaiting Parts"
⏱️
Total Delay 24.8 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
L2 Screening
0.0d / 1.0d SLA
Awaiting Parts
18.7d / 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
3.0d / 1.0d SLA
Ready to Bill
6.0d / 1.0d SLA
Billing Review
0.0d / 2.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

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-00030002 Vibrant Health Cordell D Meeks Jr Clinic Site: Vibrant Health Cordell D Meeks Jr Clinic Customer: Vibrant Health Customer #: 2860939 4313 State Ave Kansas City, KS 66102 Inspection #: 28366 Asset ID: 13114916 Model: Scale-Tronix - 5002 Notes: Performed linear calibration check. Scale passed within +/- 1lbs or 1% whichever is greater. 5002battery error. battery needs to be replaced 25%- lbs / lbs 50%- lbs / lbs 100%- lbs / lbs (Weight used / Test Results) Will not power on. Parts Needed- Emsar to follow up with quote for needed replacement part. Part needed 1 - B11520 https://www.ebiotrack.com/workorder.php?wo=68181

Timeline

📞
Case Linked Sep 10, 10:34 AM
Case Number: 00525951
Subject: eBiotrack - New Work Order Request - Inspection Repair
Status: Closed
⏳ 3.0 business days
📋
▶
4 Work Order Created Sep 12, 2:11 PM
Work Order Created → Status: L2 Screening → Parts Requested → Status: Awaiting Parts
🔍
Status: L2 Screening by Sherry Reich
From: Entered
To: L2 Screening
Duration in Previous: 1m
📦
Parts Requested
Order: 00081682
Status: Closed
📦
Status: Awaiting Parts by Wendy Argueta
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 1m
🚨 12.0 business days
💵
Expenses Added Sep 29, 9:18 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: 25d 21h
👷
▶
2 Technician Assigned Oct 8, 12:40 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, 3:02 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
🚗
Travel Added Oct 14, 9:09 PM
Type: Travel
Status: Open
Qty: 235
⏱️
2x Labor Added Oct 14, 9:17 PM
Type: Labor
Status: Open
Qty: 1, 4.5
🏁
Status: Closed by Blake Ward Oct 14, 9:44 PM
From: Completed
To: Closed
Duration in Previous: 5h 8m
⏳ 3.3 business days
📄
Status: Ready to Bill by Diane Patton Oct 17, 9:15 AM
From: Closed
To: Ready to Bill
Duration in Previous: 2d 11h
⚠️ 6.0 business days
📨
▶
3 Status: Invoice Pending Oct 24, 11:59 AM
Status: Invoice Pending → Status: Invoice Pending → Status: Invoiced
📨
Status: Invoice Pending by Diane Patton
From: Billing Review
To: Invoice Pending
Duration in Previous: 0m
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⏳ 2.0 business days
🧾
Invoice Created Oct 27, 4:37 PM
Invoice Number: SM-244677

Bottlenecks

Awaiting Parts
Duration: 18.7 business days (threshold: 3.0 business days)
Exceeded by 15.7 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
Ready to Bill
Duration: 6.0 business days (threshold: 1.0 business days)
Exceeded by 5.0 business days

🔗 Related Artifacts

📞
Case 00525951
Closed
📦
Parts Order 00081682
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, 2:11 PM
Invoice #
SM-244677

Work Details (5)

Name Type Status Qty Amount Date
WL-02952791 Expenses Open 1 $0.00 Sep 29, 9:18 AM
WL-02963275 Expenses Open 1 $0.00 Oct 8, 11:45 AM
WL-02970903 Travel Open 235 $0.00 Oct 14, 9:09 PM
WL-02970916 Labor Open 1 $74.50 Oct 14, 9:17 PM
WL-02970917 Labor Open 4.5 $0.00 Oct 14, 9:17 PM

Details