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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01306049 ↗ ServiceMax

Atrius Health • Repair • P3

📍 Atrius Health - Chelmsford — 228 Billerica Rd, Chelmsford MA, 01824

Sep 24, 2025 → Dec 4, 2025

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Sep 29, 2025
✗ SLA Missed (12 biz days late)
Active: 15 biz days
Paused: 33 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Dec 5, 2025)
SLA Target
▶ Clock Running
Status: Created
Sep 24 → Sep 24, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: L2 Screening
Sep 24 → Sep 24, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
⏸16d
⏸ Clock Paused
Status: Awaiting Parts
Sep 24 → Oct 17, 2025
16 business days (not counted)
▶ Clock Running
Status: Reschedule
Oct 17 → Oct 20, 2025
1 business day (counted)
Running total: 1 of 3 biz days used
▶ Clock Running
Status: Assigned
Oct 20 → Oct 21, 2025
1 business day (counted)
Running total: 2 of 3 biz days used
▶ Clock Running
Status: Scheduled
Oct 21 → Oct 24, 2025
3 business days (counted)
Running total: 5 of 3 biz days used
▶ Clock Running
Status: Incomplete
Oct 24 → Oct 27, 2025
1 business day (counted)
Running total: 6 of 3 biz days used
▶ Clock Running
Status: L2 Screening
Oct 27 → Oct 27, 2025
0 business days (counted)
Running total: 6 of 3 biz days used
⏸17d
⏸ Clock Paused
Status: Awaiting Parts
Oct 27 → Nov 20, 2025
17 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Nov 20 → Nov 21, 2025
1 business day (counted)
Running total: 7 of 3 biz days used
▶ Clock Running
Status: Assigned
Nov 21 → Nov 21, 2025
0 business days (counted)
Running total: 7 of 3 biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 21 → Nov 24, 2025
1 business day (counted)
Running total: 8 of 3 biz days used
▶ Clock Running
Status: Assigned
Nov 24 → Nov 24, 2025
0 business days (counted)
Running total: 8 of 3 biz days used
4d
▶ Clock Running
Status: Scheduled
Nov 24 → Dec 2, 2025
4 business days (counted)
Running total: 12 of 3 biz days used
▶ Clock Running
Status: Reschedule
Dec 2 → Dec 2, 2025
0 business days (counted)
Running total: 12 of 3 biz days used
▶ Clock Running
Status: Entered
Dec 2 → Dec 2, 2025
0 business days (counted)
Running total: 12 of 3 biz days used
▶ Clock Running
Status: Assigned
Dec 2 → Dec 2, 2025
0 business days (counted)
Running total: 12 of 3 biz days used
▶ Clock Running
Status: Scheduled
Dec 2 → Dec 5, 2025
3 business days (counted)
Running total: 15 of 3 biz days used
Created: Sep 24, 2025 Completed: Dec 5, 2025
Business Days Used 15 / 3
0 3d budget +12d over
Show SLA Clock Detail (18 periods)
Period Status Clock Biz Days Running Total
Sep 24 → Sep 24 Created ▶ Running 0 0 / 3
Sep 24 → Sep 24 L2 Screening ▶ Running 0 0 / 3
Sep 24 → Oct 17 Awaiting Parts ⏸ Paused 16 —
Oct 17 → Oct 20 Reschedule ▶ Running 1 1 / 3
Oct 20 → Oct 21 Assigned ▶ Running 1 2 / 3
Oct 21 → Oct 24 Scheduled ▶ Running 3 5 / 3
Oct 24 → Oct 27 Incomplete ▶ Running 1 6 / 3
Oct 27 → Oct 27 L2 Screening ▶ Running 0 6 / 3
Oct 27 → Nov 20 Awaiting Parts ⏸ Paused 17 —
Nov 20 → Nov 21 Ready for Scheduling ▶ Running 1 7 / 3
Nov 21 → Nov 21 Assigned ▶ Running 0 7 / 3
Nov 21 → Nov 24 Ready for Scheduling ▶ Running 1 8 / 3
Nov 24 → Nov 24 Assigned ▶ Running 0 8 / 3
Nov 24 → Dec 2 Scheduled ▶ Running 4 12 / 3
Dec 2 → Dec 2 Reschedule ▶ Running 0 12 / 3
Dec 2 → Dec 2 Entered ▶ Running 0 12 / 3
Dec 2 → Dec 2 Assigned ▶ Running 0 12 / 3
Dec 2 → Dec 5 Scheduled ▶ Running 3 15 / 3
Dispatch 0.2d
Material Management 34.7d
Coordinators 19.3d
Field Work 0.0d
Incomplete 1.4d (excluded)
Billing 4.1d
✗ SLA Missed
Dispatch
0.2 days
Material Management
34.7 days
Over SLA
Coordinators
19.3 days
Over SLA
Field Work
0.0 days
Incomplete (excluded from total)
1.4 days
Billing
4.1 days
Over SLA
Created: Sep 24, 2025 Due: Dec 2, 2025 Completed: Dec 5, 2025 (2 days late)
📅
47.9 days Total Age
⏱️
18.0d in Awaiting Parts Longest Stage
🔄
22 transitions Status Changes
⚠️
40.6d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00529924
HCP L2 Review * no quote needed, PO attached
Closed
2x Ritter 222 high low exam tables that need to be repaired. Both tables have backrest pistons that need to be replaced. Customer did not provide additional equipment information. Parts needed 1ea Piston 016-1625-00 Second Table 1ea 016-1625-00
Priority
Standard
Origin
Email
Reason
New Case
Contact
Chris Houston
Owner
Shelby Robinson
Created
Sep 24, 2025
Work Orders from this Case (2)
WO-01306049 (current) Invoiced
Repair • David Cavaco
Created: Sep 24, 2025 • Closed: Dec 4, 2025
WO-01306050 Invoiced
Repair • Nick O'Neill
Created: Sep 24, 2025 • Closed: Dec 1, 2025
Completed with significant delays
Invoiced • 161 days old
🚨
Primary Delay 18.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 40.6 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
L2 Screening
0.2d / 1.0d SLA
Awaiting Parts
34.7d / 3.0d SLA
Reschedule
1.4d / 2.0d SLA
Assigned
2.4d / 0.5d SLA
Scheduled
12.1d / 2.0d SLA
Incomplete
1.4d
Ready for Scheduling
3.4d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
4.0d / 1.0d SLA
Billing Review
2.8d / 2.0d SLA
WO Correction Needed
1.3d
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/11/25 DPatton - Chatter to tech to confirm parts consumed

12/2 KSmith -- Rescheduled for 12/8 with Chris

12/2 SRogers: Updating to reschedule - FSE unable to remove shrouds to access old piston. Please reassign to D Cavaco for return visit.

11/24 KSmith -- Scheduled for 12/1 with Paul on WO-01306050

11/21/2025 JRolston - Per UPS, ETA on wb 1ZE444250372893435 is Monday, 11/24. Updated work order accordingly.

11/20/2025 JRolston - Per email from Midmark, part shipped on UPS wb 1ZE444250372893435. No ETA at this time. (UPS ground)

10/29/2025 AGreene - we don't have this in stock - need to place order with Midmark for direct ship.

10/27/2025jsells

10/24 KWeiss, Created case and sent to sales for quoting.

 

Wrong Pistons were sent to site , new Gas Pistons to be ordered

 

New Part # 002-1682-00 QTY: 

10/24 KWeiss, Created case and sent to sales for quoting.

10/21 KSmith -- Scheduled for Friday with Paul on WO-01306049

10/21 KSmith -- Followed up with Mark and Paul to schedule for Friday (NO)

10/20 KSmith -- Per Chris, we need to schedule with Paul and Mark

Persichetti, Paul <Paul_Persichetti@atriushealth.org>

Sheppard, Mark <Mark_Sheppard@atriushealth.org>

10/20 KSmith -- Sent email to schedule for Friday (NO)

10/15/2025 SRobinson-

Order No: 732618

 

Customer PO No: PO-23290

 

Customer: EMSAR Inc

 

Ship To Name: Atrius Health Chelmsford

 

Ship To Address: 228 Billerica Rd    

 

Ship To City/State: CHELMSFORD, MA 01824

 

Waybill (Tracking #): 1ZE444250375439895

 

Carrier: UPS-Parcel-Ground

 

The following items have shipped from Midmark Corporation on: 15-OCT-2025

 

LINE NO: 1.1 QTY: 2 ITEM: 016-1625-00 SERIAL #: DESCRIPTION: LOCKING GAS SPRING

 

LINE NO: 2.1 QTY: 1 ITEM: CHRG-FRT SERIAL #: DESCRIPTION: FREIGHT

🔧 Work Performed
Replaced back rest piston and function tested the unit
🔍 Technician Findings
Found back rest piston not working properly, causing the back rest to not stay upright
⚠️ Problem Description
10/24 KWeiss, Created case and sent to sales for quoting. Wrong Pistons were sent to site , new Gas Pistons to be ordered New Part # 002-1682-00 QTY: 2x Ritter 222 high low exam tables that need to be repaired. Both tables have backrest pistons that need to be replaced. Customer did not provide additional equipment information. Parts needed 1ea Piston 016-1625-00 Second Table 1ea 016-1625-00 https://www.ebiotrack.com/workorder.php?wo=68472

Timeline

📞
Case Linked Sep 24, 9:02 AM
Case Number: 00529924
Subject: HCP L2 Review * no quote needed, PO attached
Status: Closed
📋
▶
4 Work Order Created Sep 24, 1:56 PM
Work Order Created → Status: L2 Screening → Parts Requested → Status: Awaiting Parts
🔍
Status: L2 Screening by Shelby Robinson
From: Entered
To: L2 Screening
Duration in Previous: 0m
📦
Parts Requested
Order: 00082331
Status: Closed
📦
Status: Awaiting Parts by Dave Creditt
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 4m
🚨 17.0 business days
💵
▶
2 Expenses Added Oct 17, 6:14 PM
Expenses Added → Status: Reschedule
🔄
Status: Reschedule by Keith Fricke
From: Awaiting Parts
To: Reschedule
Duration in Previous: 23d 4h
⏳ 1.7 business days
👷
▶
2 Technician Assigned Oct 20, 8:17 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Reschedule
To: Assigned
Duration in Previous: 2d 14h
⏳ 2.0 business days
👷
▶
3 Technician Assigned Oct 21, 10:20 AM
Technician Assigned → Status: Scheduled → Dispatch Scheduled
🗓️
Status: Scheduled by Kourtney Smith
From: Assigned
To: Scheduled
Duration in Previous: 1d 2h
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-10-24T13:00:00.000+0000
⏳ 4.0 business days
⚠️
Status: Incomplete by Shawn Rogers Oct 24, 4:55 PM
From: Scheduled
To: Incomplete
Duration in Previous: 3d 6h
⏳ 1.9 business days
🔍
Status: L2 Screening by Jessica Sells Oct 27, 9:37 AM
From: Incomplete
To: L2 Screening
Duration in Previous: 2d 16h
📦
▶
2 Parts Requested Oct 27, 11:29 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Keith Weiss
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 1h 51m
🚨 18.0 business days
📅
Status: Ready for Scheduling by John Rolston Nov 20, 3:37 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 24d 5h
🔩
2x Parts Added Nov 20, 10:57 PM
Type: Parts, Expenses
Status: Open
Qty: 1
👷
▶
2 Technician Assigned Nov 21, 8:30 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 16h 53m
📅
Status: Ready for Scheduling by John Rolston Nov 21, 9:44 AM
From: Assigned
To: Ready for Scheduling
Duration in Previous: 1h 13m
⏳ 2.0 business days
👷
▶
2 Technician Assigned Nov 24, 8:24 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2d 22h
📅
▶
2 Dispatch Scheduled Nov 24, 10:26 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kourtney Smith
From: Assigned
To: Scheduled
Duration in Previous: 2h 1m
⚠️ 5.0 business days
🔄
Status: Reschedule by Shawn Rogers Dec 2, 8:04 AM
From: Scheduled
To: Reschedule
Duration in Previous: 7d 21h
🆕
▶
3 Status: Entered Dec 2, 9:22 AM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kourtney Smith
Technician: David Cavaco
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-12-08T18:00:00.000+0000
📅
Dispatch Scheduled by Kourtney Smith Dec 2, 4:38 PM
Scheduled For: 2025-12-08T16:30:00.000+0000
📅
Dispatch Scheduled by Kourtney Smith Dec 3, 1:36 PM
Scheduled For: 2025-12-04T18:30:00.000+0000
📅
Dispatch Scheduled by Kourtney Smith Dec 3, 4:40 PM
Scheduled For: 2025-12-04T19:30:00.000+0000
⏳ 1.9 business days
⏱️
▶
3 3x Labor Added Dec 4, 7:46 PM
3x Labor Added → Status: Completed → Status: Closed
✔️
Status: Completed by DAVID CAVACO
From: Scheduled
To: Completed
Duration in Previous: 2d 10h
🏁
Status: Closed by DAVID CAVACO
From: Completed
To: Closed
Duration in Previous: 2m
⏳ 3.5 business days
💵
Status: Billing Review by Diane Patton Dec 9, 12:36 PM
From: Closed
To: Billing Review
Duration in Previous: 4d 16h
⏳ 3.0 business days
✏️
Status: WO Correction Needed by Diane Patton Dec 11, 1:26 PM
From: Billing Review
To: WO Correction Needed
Duration in Previous: 2d 0h
🏁
Status: Closed by Matthew Bateman Dec 11, 11:59 PM
From: WO Correction Needed
To: Closed
Duration in Previous: 10h 32m
📄
▶
3 Status: Ready to Bill Dec 12, 9:21 AM
Status: Ready to Bill → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🧾
Invoice Created
Invoice Number: SM-248990

Bottlenecks

Awaiting Parts
Duration: 16.7 business days (threshold: 3.0 business days)
Exceeded by 13.7 business days
Assigned
Duration: 2.0 business days (threshold: 4.0 business hours)
Exceeded by 1.5 business days
Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Awaiting Parts
Duration: 18.0 business days (threshold: 3.0 business days)
Exceeded by 15.0 business days
Ready for Scheduling
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.4 business hours
Ready for Scheduling
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Scheduled
Duration: 5.0 business days (threshold: 2.0 business days)
Exceeded by 3.0 business days
Scheduled
Duration: 3.1 business days (threshold: 2.0 business days)
Exceeded by 1.1 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Billing Review
Duration: 2.8 business days (threshold: 2.0 business days)
Exceeded by 6.4 business hours

🔗 Related Artifacts

📞
Case 00529924
Closed
📦
Parts Order 00082331
Closed
📦
Parts Order 00084213
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Repair
Branch
Edge
Technician
David Cavaco
Scheduled
Dec 4, 2:30 PM
Created
Sep 24, 1:56 PM
Invoice #
SM-248990

Work Details (6)

Name Type Status Qty Amount Date
WL-02975445 Expenses Open 1 $11.69 Oct 17, 6:14 PM
WL-03015752 Parts Open 1 $685.80 Nov 20, 10:57 PM
WL-03015753 Expenses Open 1 $0.00 Nov 20, 10:57 PM
WL-03027201 Labor Open 1 $0.00 Dec 4, 7:46 PM
WL-03027202 Labor Open 1 $100.00 Dec 4, 7:46 PM
WL-03027203 Labor Open 2.75 $75.00 Dec 4, 7:46 PM

Details