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WO-01305029 ↗ ServiceMax

VillageMD • Misc. Inspection • P5

📍 Village MD - Thunderbird — 5620 W. Thunderbird Rd., Ste. F-1, Glendale AZ, 85034

Sep 17, 2025 → Sep 24, 2025

✅ Completed
P5
SLA Clock
5 business days from creation · Target: Sep 24, 2025
✓ SLA Met
Active: 5 biz days
Budget: 5 biz days
🕐 Clock stopped: Completed (Sep 24, 2025)
SLA Target
▶ Clock Running
Status: Created
Sep 17 → Sep 17, 2025
0 business days (counted)
Running total: 0 of 5 biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 17 → Sep 17, 2025
0 business days (counted)
Running total: 0 of 5 biz days used
3d
▶ Clock Running
Status: Assigned
Sep 17 → Sep 22, 2025
3 business days (counted)
Running total: 3 of 5 biz days used
2d
▶ Clock Running
Status: Scheduled
Sep 22 → Sep 24, 2025
2 business days (counted)
Running total: 5 of 5 biz days used
▶ Clock Running
Status: Tech On Site
Sep 24 → Sep 24, 2025
0 business days (counted)
Running total: 5 of 5 biz days used
Created: Sep 17, 2025 Completed: Sep 24, 2025
Business Days Used 5 / 5
0 5d budget
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Sep 17 → Sep 17 Created ▶ Running 0 0 / 5
Sep 17 → Sep 17 Ready for Scheduling ▶ Running 0 0 / 5
Sep 17 → Sep 22 Assigned ▶ Running 3 3 / 5
Sep 22 → Sep 24 Scheduled ▶ Running 2 5 / 5
Sep 24 → Sep 24 Tech On Site ▶ Running 0 5 / 5
Dispatch 0.0d
Coordinators 6.4d
Field Work 0.2d
Billing 0.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
6.4 days
Over SLA
Field Work
0.2 days
Billing
0.0 days
Created: Sep 17, 2025 Due: Sep 24, 2025 Completed: Sep 24, 2025 (on time)
📅
5.4 days Total Age
⏱️
3.4d in Assigned Longest Stage
🔄
8 transitions Status Changes
⚠️
4.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00528232
Closed
New Miscellaneous Equipment Inspection Need new Sofia machine inspected https://www.ebiotrack.com/inspection.php?iid=30167
Priority
High
Origin
Phone
Reason
New Case
Contact
Magaly Teran
Owner
Kimberly Hardison
Created
Sep 17, 2025
Work Orders from this Case (1)
WO-01305029 (current) Invoiced
Misc. Inspection • Andrew Przybyla
Created: Sep 17, 2025 • Closed: Sep 24, 2025
Completed with minor delays
Invoiced • 168 days old
🚨
Primary Delay 3.4 days stuck in "Assigned"
⏱️
Total Delay 4.6 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
0.0d / 1.0d SLA
Assigned
3.4d / 0.5d SLA
Scheduled
3.0d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Completed
0.1d / 1.0d SLA
Closed
1.7d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

9/22 KKelch called Magaly to schedule for 9/24 between 12 and 1 pm. Customer confirmed. 

9/17 KKelch called Magaly to schedule for 9/24 between 12 and 1 pm. Left VM. 

🔧 Work Performed
Tech arrived on site and was told that the site needed the new Sofia machine inspected.
🔍 Technician Findings
New Miscellaneous Equipment Inspection
⚠️ Problem Description
New Miscellaneous Equipment Inspection Need new Sofia machine inspected https://www.ebiotrack.com/inspection.php?iid=30167

Timeline

📞
Case Linked Sep 17, 4:17 PM
Case Number: 00528232
Subject:
Status: Closed
📋
▶
2 Work Order Created Sep 17, 4:49 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Technician Assigned Sep 17, 4:59 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 9m
⏳ 3.9 business days
🗓️
▶
2 Status: Scheduled Sep 22, 11:48 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-09-24T18:00:00.000+0000, 2025-09-24T17:30:00.000+0000
⏳ 3.0 business days
🚗
▶
2 Travel Added Sep 24, 12:59 PM
Travel Added → Status: Tech On Site
🔧
Status: Tech On Site by Andrew Przybyla
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 1h
⏱️
▶
2 2x Labor Added Sep 24, 2:00 PM
2x Labor Added → Status: Completed
✔️
Status: Completed by Andrew Przybyla
From: Tech On Site
To: Completed
Duration in Previous: 1h 0m
🏁
Status: Closed by Andrew Przybyla Sep 24, 2:30 PM
From: Completed
To: Closed
Duration in Previous: 30m
⏳ 2.0 business days
📄
▶
2 Status: Ready to Bill Sep 25, 4:37 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
⏳ 1.9 business days
🧾
Invoice Created Sep 26, 7:33 PM
Invoice Number: SM-242002

Bottlenecks

Assigned
Duration: 3.4 business days (threshold: 4.0 business hours)
Exceeded by 2.9 business days
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Closed
Duration: 1.7 business days (threshold: 1.0 business days)
Exceeded by 5.5 business hours

🔗 Related Artifacts

📞
Case 00528232
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P5
Type
Misc. Inspection
Branch
Edge
Technician
Andrew Przybyla
Scheduled
Sep 24, 1:30 PM
Created
Sep 17, 4:49 PM
Invoice #
SM-242002

Work Details (3)

Name Type Status Qty Amount Date
WL-02947450 Travel Open 7 - Sep 24, 12:59 PM
WL-02947541 Labor Open 1 $121.38 Sep 24, 2:00 PM
WL-02947542 Labor Open 0.5 $60.69 Sep 24, 2:00 PM

Details