Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01306582 ↗ ServiceMax

VillageMD • Inspection • PSM

📍 VM Anthem - (AZ46-C07516) — 2411 W Anthem Way, Phoenix AZ, 85086

Sep 29, 2025 → Nov 19, 2025

✅ Completed
PSM
SLA Clock
Last business day of September 2025 · Target: Sep 30, 2025
✗ SLA Missed (34 biz days late)
Active: 36 biz days
🕐 Clock stopped: Completed (Nov 20, 2025)
▶ Clock Running
Status: Created
Sep 29 → Sep 29, 2025
0 business days (counted)
Running total: 0 of ? biz days used
5d
▶ Clock Running
Status: Ready for Scheduling
Sep 29 → Oct 6, 2025
5 business days (counted)
Running total: 5 of ? biz days used
▶ Clock Running
Status: Assigned
Oct 6 → Oct 9, 2025
3 business days (counted)
Running total: 8 of ? biz days used
13d
▶ Clock Running
Status: Scheduled
Oct 9 → Oct 29, 2025
13 business days (counted)
Running total: 21 of ? biz days used
3d
▶ Clock Running
Status: Reschedule
Oct 29 → Nov 3, 2025
3 business days (counted)
Running total: 24 of ? biz days used
11d
▶ Clock Running
Status: Scheduled
Nov 3 → Nov 19, 2025
11 business days (counted)
Running total: 35 of ? biz days used
▶ Clock Running
Status: Tech On Site
Nov 19 → Nov 20, 2025
1 business day (counted)
Running total: 36 of ? biz days used
Created: Sep 29, 2025 Completed: Nov 20, 2025
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Sep 29 → Sep 29 Created ▶ Running 0 0
Sep 29 → Oct 6 Ready for Scheduling ▶ Running 5 5
Oct 6 → Oct 9 Assigned ▶ Running 3 8
Oct 9 → Oct 29 Scheduled ▶ Running 13 21
Oct 29 → Nov 3 Reschedule ▶ Running 3 24
Nov 3 → Nov 19 Scheduled ▶ Running 11 35
Nov 19 → Nov 20 Tech On Site ▶ Running 1 36
Dispatch 0.0d
Coordinators 39.4d
Field Work 0.7d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
39.4 days
Over SLA
Field Work
0.7 days
Billing
0.0 days
Created: Sep 29, 2025 Due: Nov 26, 2025 Completed: Nov 20, 2025 (6 days early)
📅
36.1 days Total Age
⏱️
14.0d in Scheduled Longest Stage
🔄
10 transitions Status Changes
⚠️
32.9d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00530976
eBiotrack - Automated New Inspection Created
Closed
Inspection Flag: This customer is VT/Full-Service. All parts orders and warranty inquires need to be handled by EMSAR. 75 pcs https://www.ebiotrack.com/inspection.php?iid=30339
Priority
Standard
Origin
Email
Reason
New Case
Contact
Amanda Daugherty
Owner
Jessica Sells
Created
Sep 28, 2025
Work Orders from this Case (1)
WO-01306582 (current) Invoiced
Inspection • Tyler Bollman
Created: Sep 29, 2025 • Closed: Nov 19, 2025
Completed with significant delays
Invoiced • 156 days old
🚨
Primary Delay 14.0 days stuck in "Scheduled"
⏱️
Total Delay 32.9 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
6.0d / 1.0d SLA
Assigned
4.0d / 0.5d SLA
Scheduled
25.8d / 2.0d SLA
Reschedule
3.5d / 2.0d SLA
Tech On Site
0.7d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10/29/2025 LHill-sent email to Amanda-

Unfortunately, we need to re-schedule the HCP inspection at your facility. Tech was originally scheduled for 11/3. Can this be moved to 11/7?


10/29/2025 LHill-LM at (623) 698-7565 for Amanda Daugherty advising her we need to reschedule this inspection.


10/29/2025 LHill-Having to reschedule this inspection due to repair WO that we need to get a tech onsite for.

🔧 Work Performed
Annual inspection of 76 items. Inspection complete
🔍 Technician Findings
Inspection Flag: This customer is VT/Full-Service. All parts orders and warranty inquires need to be handled by EMSAR.
⚠️ Problem Description
Inspection Flag: This customer is VT/Full-Service. All parts orders and warranty inquires need to be handled by EMSAR. 75 pcs https://www.ebiotrack.com/inspection.php?iid=30339

Timeline

📞
Case Linked Sep 28, 7:00 AM
Case Number: 00530976
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
⏳ 1.0 business days
📋
▶
2 Work Order Created Sep 29, 10:17 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
⚠️ 6.0 business days
👷
▶
2 Technician Assigned Oct 6, 9:38 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 6d 23h
⏳ 4.0 business days
🗓️
▶
2 Status: Scheduled Oct 9, 11:11 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-11-03T16:00:00.000+0000
🚨 14.0 business days
🔄
Status: Reschedule by Laura Hill Oct 29, 3:53 PM
From: Scheduled
To: Reschedule
Duration in Previous: 20d 4h
⏳ 4.0 business days
🗓️
▶
2 Status: Scheduled Nov 3, 12:13 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-11-12T15:00:00.000+0000
⚠️ 6.0 business days
📅
Dispatch Scheduled by Kaitlyn Kelch Nov 10, 12:09 PM
Scheduled For: 2025-11-19T15:00:00.000+0000
⚠️ 7.0 business days
🔧
Status: Tech On Site by Tyler Bollman Nov 19, 2:17 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 16d 2h
⏱️
▶
3 6x Labor Added Nov 19, 7:41 PM
6x Labor Added → Status: Completed → Status: Closed
✔️
Status: Completed by Tyler Bollman
From: Tech On Site
To: Completed
Duration in Previous: 5h 25m
🏁
Status: Closed by Tyler Bollman
From: Completed
To: Closed
Duration in Previous: 1m
⏳ 2.5 business days
📄
▶
2 Status: Ready to Bill Nov 21, 4:27 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⚠️ 9.9 business days
🧾
Invoice Created Dec 8, 4:32 PM
Invoice Number: 247366

Bottlenecks

Ready for Scheduling
Duration: 6.0 business days (threshold: 1.0 business days)
Exceeded by 5.0 business days
Assigned
Duration: 4.0 business days (threshold: 4.0 business hours)
Exceeded by 3.5 business days
Scheduled
Duration: 14.0 business days (threshold: 2.0 business days)
Exceeded by 12.0 business days
Reschedule
Duration: 3.5 business days (threshold: 2.0 business days)
Exceeded by 1.5 business days
Scheduled
Duration: 11.8 business days (threshold: 2.0 business days)
Exceeded by 9.8 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00530976
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Tyler Bollman
Scheduled
Nov 19, 10:00 AM
Created
Sep 29, 10:17 AM
Invoice #
247366

Work Details (6)

Name Type Status Qty Amount Date
WL-03013831 Labor Open 1 $0.00 Nov 19, 7:41 PM
WL-03013832 Labor Open 4 $0.00 Nov 19, 7:41 PM
WL-03013833 Labor Open 4 $1,628.43 Nov 19, 7:41 PM
WL-03013834 Labor Open 1 $0.00 Nov 19, 7:41 PM
WL-03013835 Travel Open 45 - Nov 19, 7:41 PM
WL-03013836 Travel Open 45 - Nov 19, 7:41 PM

Details