Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01304597 ↗ ServiceMax

Accucold • Repair • PC

📍 CME/SJ — 1711 Junction Court Suite 370, San Jose, CA, 95112

Sep 16, 2025 → Sep 29, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Sep 30, 2025
✓ SLA Met (1 biz days early)
Active: 9 biz days
🕐 Clock stopped: Completed (Sep 29, 2025)
▶ Clock Running
Status: Created
Sep 16 → Sep 16, 2025
0 business days (counted)
Running total: 0 of ? biz days used
4d
▶ Clock Running
Status: L2 Screening
Sep 16 → Sep 22, 2025
4 business days (counted)
Running total: 4 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 22 → Sep 22, 2025
0 business days (counted)
Running total: 4 of ? biz days used
2d
▶ Clock Running
Status: Assigned
Sep 22 → Sep 24, 2025
2 business days (counted)
Running total: 6 of ? biz days used
3d
▶ Clock Running
Status: Scheduled
Sep 24 → Sep 29, 2025
3 business days (counted)
Running total: 9 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 29 → Sep 29, 2025
0 business days (counted)
Running total: 9 of ? biz days used
Created: Sep 16, 2025 Completed: Sep 29, 2025
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Sep 16 → Sep 16 Created ▶ Running 0 0
Sep 16 → Sep 22 L2 Screening ▶ Running 4 4
Sep 22 → Sep 22 Ready for Scheduling ▶ Running 0 4
Sep 22 → Sep 24 Assigned ▶ Running 2 6
Sep 24 → Sep 29 Scheduled ▶ Running 3 9
Sep 29 → Sep 29 Tech On Site ▶ Running 0 9
Dispatch 5.0d
Coordinators 6.4d
Field Work 0.6d
Billing 3.3d
✓ SLA Met
Dispatch
5.0 days
Over SLA
Coordinators
6.4 days
Over SLA
Field Work
0.6 days
Billing
3.3 days
Over SLA
Created: Sep 16, 2025 Due: Sep 30, 2025 Completed: Sep 29, 2025 (1 days early)
📅
10.0 days Total Age
⏱️
5.0d in L2 Screening Longest Stage
🔄
9 transitions Status Changes
⚠️
11.1d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 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 #00527314
876065
Closed
Zone 2 Model: PTHC65G (1) Serial #: PTHC65G0620251133 Blanket Warmer blue top is loose and the thermostat fell out. photos attached to case 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 
Priority
Standard
Origin
Email
Reason
New Case
Contact
Justin Williams
Owner
Kimberly Hardison
Created
Sep 15, 2025
Work Orders from this Case (1)
WO-01304597 (current) Invoiced
Repair • Angel Rios
Created: Sep 16, 2025 • Closed: Sep 29, 2025
Completed with significant delays
Invoiced • 169 days old
🚨
Primary Delay 5.0 days stuck in "L2 Screening"
⏱️
Total Delay 11.1 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
5.0d / 1.0d SLA
Ready for Scheduling
0.0d / 1.0d SLA
Assigned
3.0d / 0.5d SLA
Scheduled
3.3d / 2.0d SLA
Tech On Site
0.2d / 1.0d SLA
Completed
0.4d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
3.3d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10/08/2025 DCox - Accucold Service Billing responded to invoice with inquiry about being billed 187.50 when no work was performed. I responded to the email and included Chris Bakkemo incase any further responses are required.


Hello Service Billing Team,

 

I am including @Chris Bakkemo for visibility and any further responses that may be required. I wanted to acknowledge your concern about being invoiced for $187.50 for the service visit. I have provided some supporting information for the charges.

 

I have attached a copy of the service request along with pointing out the service request details:

 

The EMSAR FSE was dispatched per the request. Accucold did not send any parts to the site to complete repairs. Our FSE reached out to Accucold Tech Support and was asked to provide more photos. FSE took additional photos and submitted them via email to tech support as directed.

 

FSE was at the site for 1 hour and 15 minutes locating the device, speaking to the customer, confirming serial number, speaking with Tech Support, and taking additional pictures that were then emailed to Accucold. Labor billed was 1.25 hours. 


9-24 Mburis called site spoke with Justin Williams and set appt for 9-29 10am

09/24/2025 DCox - Meghan asked for an update. Email to Stephanie for an update.

9/16 KHardison, Left a vm for Justin regarding WO. Advised that a coordinator will call to schedule service.

🔧 Work Performed
Documented all observed damage with photographs and uploaded them to the work order and sent email to ACCUCOLD tech support with pictures of damage. No repairs were performed, only damage to the unit was documented.
🔍 Technician Findings
Verified that the serial number on the work order matches the unit. Observed that the top blue cover is bent along the front edges. The switch housing is broken, and the thermostat cover is also damaged. The blue plate located beneath the top blue cover, secured by three screws, has stripped threads in two of the three screw holes, preventing proper fastening. Additionally, the two screws securing the top cover at the rear were missing, and the holes show signs of possible thread stripping.
⚠️ Problem Description
Zone 2 Model: PTHC65G (1) Serial #: PTHC65G0620251133 Blanket Warmer blue top is loose and the thermostat fell out. photos attached to case 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 
📄 Description
24" Wide Blanket Warmer

Timeline

📞
Case Linked Sep 15, 3:29 PM
Case Number: 00527314
Subject: 876065
Status: Closed
📋
▶
2 Work Order Created Sep 16, 10:35 AM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Kimberly Hardison
From: Entered
To: L2 Screening
Duration in Previous: 3m
⚠️ 5.0 business days
📅
Status: Ready for Scheduling by Joseph Whalen Sep 22, 11:26 AM
From: L2 Screening
To: Ready for Scheduling
Duration in Previous: 6d 0h
👷
▶
2 Technician Assigned Sep 22, 11:47 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 20m
⏳ 3.0 business days
📅
▶
2 Dispatch Scheduled Sep 24, 5:25 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Michael Burris
From: Assigned
To: Scheduled
Duration in Previous: 2d 5h
⏳ 3.8 business days
🔧
Status: Tech On Site by Angel Rios Sep 29, 3:02 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 21h
⏱️
3x Labor Added Sep 29, 4:06 PM
Type: Labor, Travel
Status: Open
Qty: 3, 120
⏱️
▶
2 Labor Added Sep 29, 4:34 PM
Labor Added → Status: Completed
✔️
Status: Completed by Angel Rios
From: Tech On Site
To: Completed
Duration in Previous: 1h 32m
⏱️
▶
2 Labor Added Sep 29, 7:38 PM
Labor Added → Status: Closed
🏁
Status: Closed by Angel Rios
From: Completed
To: Closed
Duration in Previous: 3h 4m
⏳ 2.5 business days
📄
Status: Ready to Bill by Diane Patton Oct 1, 5:49 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 22h
⏳ 3.8 business days
📨
Status: Invoice Pending by Diane Patton Oct 6, 9:38 AM
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 4d 15h, 0m
⏳ 3.0 business days
🧾
Invoice Created Oct 8, 11:31 AM
Invoice Number: SM-242954

Bottlenecks

L2 Screening
Duration: 5.0 business days (threshold: 1.0 business days)
Exceeded by 4.0 business days
Assigned
Duration: 3.0 business days (threshold: 4.0 business hours)
Exceeded by 2.5 business days
Scheduled
Duration: 3.3 business days (threshold: 2.0 business days)
Exceeded by 1.3 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 3.3 business days (threshold: 1.0 business days)
Exceeded by 2.3 business days

🔗 Related Artifacts

📞
Case 00527314
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Repair
Branch
N/A
Technician
Angel Rios
Scheduled
Sep 29, 1:10 PM
Created
Sep 16, 10:35 AM
Invoice #
SM-242954

Work Details (5)

Name Type Status Qty Amount Date
WL-02953319 Labor Open 3 $0.00 Sep 29, 4:06 PM
WL-02953320 Travel Open 120 $375.00 Sep 29, 4:06 PM
WL-02953321 Travel Open 120 $0.00 Sep 29, 4:06 PM
WL-02953400 Labor Open 1.25 $187.50 Sep 29, 4:34 PM
WL-02953588 Labor Open 3.5 $0.00 Sep 29, 7:38 PM

Details