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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01306849 ↗ ServiceMax

TEXAS MEDICAL SCREENING • Preventive Maintenance • PSM

📍 General Mills Inc — 6101 SE 52nd St, Carlisle IA, 50047

Sep 30, 2025 → Nov 5, 2025

✅ Completed
PSM
SLA Clock
Last business day of September 2025 · Target: Sep 30, 2025
✗ SLA Missed (24 biz days late)
Active: 25 biz days
🕐 Clock stopped: Completed (Nov 5, 2025)
▶ Clock Running
Status: Created
Sep 30 → Sep 30, 2025
0 business days (counted)
Running total: 0 of ? biz days used
11d
▶ Clock Running
Status: Ready for Scheduling
Sep 30 → Oct 16, 2025
11 business days (counted)
Running total: 11 of ? biz days used
▶ Clock Running
Status: Assigned
Oct 16 → Oct 17, 2025
1 business day (counted)
Running total: 12 of ? biz days used
▶ Clock Running
Status: Entered
Oct 17 → Oct 17, 2025
0 business days (counted)
Running total: 12 of ? biz days used
2d
▶ Clock Running
Status: On Hold
Oct 17 → Oct 21, 2025
2 business days (counted)
Running total: 14 of ? biz days used
▶ Clock Running
Status: Assigned
Oct 21 → Oct 23, 2025
2 business days (counted)
Running total: 16 of ? biz days used
4d
▶ Clock Running
Status: Scheduled
Oct 23 → Oct 29, 2025
4 business days (counted)
Running total: 20 of ? biz days used
▶ Clock Running
Status: Entered
Oct 29 → Oct 29, 2025
0 business days (counted)
Running total: 20 of ? biz days used
▶ Clock Running
Status: Assigned
Oct 29 → Oct 30, 2025
1 business day (counted)
Running total: 21 of ? biz days used
4d
▶ Clock Running
Status: Scheduled
Oct 30 → Nov 5, 2025
4 business days (counted)
Running total: 25 of ? biz days used
▶ Clock Running
Status: Tech On Site
Nov 5 → Nov 5, 2025
0 business days (counted)
Running total: 25 of ? biz days used
Created: Sep 30, 2025 Completed: Nov 5, 2025
Show SLA Clock Detail (11 periods)
Period Status Clock Biz Days Running Total
Sep 30 → Sep 30 Created ▶ Running 0 0
Sep 30 → Oct 16 Ready for Scheduling ▶ Running 11 11
Oct 16 → Oct 17 Assigned ▶ Running 1 12
Oct 17 → Oct 17 Entered ▶ Running 0 12
Oct 17 → Oct 21 On Hold ▶ Running 2 14
Oct 21 → Oct 23 Assigned ▶ Running 2 16
Oct 23 → Oct 29 Scheduled ▶ Running 4 20
Oct 29 → Oct 29 Entered ▶ Running 0 20
Oct 29 → Oct 30 Assigned ▶ Running 1 21
Oct 30 → Nov 5 Scheduled ▶ Running 4 25
Nov 5 → Nov 5 Tech On Site ▶ Running 0 25
Dispatch 0.0d
Holding 3.0d (excluded)
Coordinators 28.2d
Field Work 0.1d
Billing 4.6d
✗ SLA Missed
Dispatch
0.0 days
Holding (excluded from total)
3.0 days
Coordinators
28.2 days
Over SLA
Field Work
0.1 days
Billing
4.6 days
Over SLA
Created: Sep 30, 2025 Due: Oct 31, 2025 Completed: Nov 5, 2025 (4 days late)
📅
25.8 days Total Age
⏱️
11.8d in Ready for Scheduling Longest Stage
🔄
13 transitions Status Changes
⚠️
25.3d over Total Delay
📦
0 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 #00531470
Texas Medical PM - General Mills IA. Waiting for response from Ali.
Closed
Please open a Texas Medical PM work order with a due date of 10/31/2025: Kiosk S/N 500-001413 Please Perform the PM for this Kiosk based on the product listed in the work order: 90550, LC300, LC500. ***IMPORTANT CHANGE**** Please Log/notate in the technician findings the number of times the kiosk was used and double check the SN. If the SN is different than in the work order please also notate the correct SN. Regardless if the SN matches continue to perform the PM service. If location is a non-retail location a call ahead to schedule is required PM Checklist Tips: If Checklist is not populating, make sure the order type contains 'PM' and the product must contain an 90550, LC300 or LC500. Update the order status to 'tech onsite' and the workflow will look for the parameters in which a PM checklist is required and will auto attach. Common missed step: After you Finalize the checklist you must select 'Print checklist' for the checklist to attach to the work order for the billing reviewer to review.
Priority
Standard
Origin
Email
Reason
New Case
Contact
David Fehring
Owner
Kimberly Hardison
Created
Sep 30, 2025
Work Orders from this Case (1)
WO-01306849 (current) Invoiced
Preventive Maintenance • Ronnie Salone
Created: Sep 30, 2025 • Closed: Nov 5, 2025
Completed with significant delays
Invoiced • 155 days old
🚨
Primary Delay 11.8 days stuck in "Ready for Scheduling"
⏱️
Total Delay 25.3 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
11.8d / 1.0d SLA
Assigned
6.3d / 0.5d SLA
On Hold
3.0d
Scheduled
10.0d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
0.1d / 1.0d SLA
Ready to Bill
4.6d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10/30/25 RCook- Received confirmation from David to schedule for 11/5/25. Arrival time between 11AM-1PM. See logged email.


10/30/25 RCook- Received email from David stating: Rhea,

No worries. Currently I am open on the 5th between 10 and 2, or the 6th between 10 and 12.


Offered to schedule for 11/5/25 with an arrival time between 11AM-1PM. Waiting for confirmation. See logged email.


10/29/25 RCook- Received email from David Fehring stating: Hello Rhea,

Alan is running behind today and this time will not work for us now. I called him to let him know that. Can we reschedule this for another time?


Spoke with LYoder on teams call, states to gives this PM to Ronnie Salone for an open day (he is closer to this site than Alan Page)


Emailed David advising we have 11/4-11/7 available. Asked what day and time works best. See logged email under notes and attachments.


10/23/25 RCook- Confirmed with David technician can be onsite between 12:30-2:30PM. Per David technician will need to check in at their guard shack. Let them know that they will be meeting with David Fehring. See logged email.


10/21/25 RCook- Received email from David requesting to schedule on 10/29/2025 after 12:30 before 2:30.


10/21/25 RCook- Received chatter from Allison Belyea stating: POC email was spelled Gavid instead of David (that's how TMS sent it). Please try the updated email address and I will see if TMS has another contact. It's a new add so it should be a good contact.


Emailed David Fehring to schedule for 10/29/25. Arrival time between 8-10AM. Waiting for confirmation.


10/21/25 RCook- Chattered: @Allison Belyea​ Do you have an update on this WO? We are planning a trip for next week for kiosk PMs and this WO is a big part of that trip. @Charles Ramen​ 


10/17/25 RCook- Chattered:

@[Allison Belyea]​ This WO is part of a trip we are planning for Alan Page. Can you escalate this to TMS ASAP? Thank you!


10/17/25 RCook- Escalated WO to account manager due to contact issues.


10/17/25 RCook- Emailed David Fehring to schedule for 10/29/25 with an arrival time between 8-10AM. Waiting for confirmation. See logged email.


10/17/25 RCook- Called 512-346-3936 to schedule VM said for Martin. Did not leave message. 

🔧 Work Performed
11/5/25 Traveled to site Completed PM Completed paperwork Traveled from site Closed WO
🔍 Technician Findings
Unit needed PM
⚠️ Problem Description
Please open a Texas Medical PM work order with a due date of 10/31/2025: Kiosk S/N 500-001413 Please Perform the PM for this Kiosk based on the product listed in the work order: 90550, LC300, LC500. ***IMPORTANT CHANGE**** Please Log/notate in the technician findings the number of times the kiosk was used and double check the SN. If the SN is different than in the work order please also notate the correct SN. Regardless if the SN matches continue to perform the PM service. If location is a non-retail location a call ahead to schedule is required PM Checklist Tips: If Checklist is not populating, make sure the order type contains 'PM' and the product must contain an 90550, LC300 or LC500. Update the order status to 'tech onsite' and the workflow will look for the parameters in which a PM checklist is required and will auto attach. Common missed step: After you Finalize the checklist you must select 'Print checklist' for the checklist to attach to the work order for the billing reviewer to review.
📄 Description
LC500 with Barcode

Timeline

📞
Case Linked Sep 30, 10:07 AM
Case Number: 00531470
Subject: Texas Medical PM - General Mills IA. Waiting for response from Ali.
Status: Closed
📋
2 Work Order Created Sep 30, 1:22 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
🚨 12.0 business days
👷
2 Technician Assigned Oct 16, 12:58 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Charles Ramen
From: Ready for Scheduling
To: Assigned
Duration in Previous: 15d 23h
🆕
Status: Entered by Rhea Berry Oct 17, 11:28 AM
From: Assigned, Entered
To: Entered, On Hold
Duration in Previous: 22h 29m, 0m
3.0 business days
👷
2 Technician Assigned Oct 21, 10:33 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Rhea Berry
From: On Hold
To: Assigned
Duration in Previous: 3d 23h
3.0 business days
🗓️
2 Status: Scheduled Oct 23, 10:35 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Rhea Berry
Scheduled For: 2025-10-29T18:30:00.000+0000
⚠️ 5.0 business days
🆕
2 Status: Entered Oct 29, 4:25 PM
Status: Entered → Technician Assigned
👷
Technician Assigned by Rhea Berry
Technician: Ronnie Salone
🗓️
2 Status: Scheduled Oct 30, 8:38 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Rhea Berry
Scheduled For: 2025-11-05T17:45:00.000+0000
2.0 business days
📅
2 Dispatch Scheduled Oct 31, 3:22 PM
Dispatch Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2025-11-05T17:00:00.000+0000
4.0 business days
🔧
Status: Tech On Site by Ronnie Salone Nov 5, 11:56 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 6d 4h
✔️
2 Status: Completed Nov 5, 12:29 PM
Status: Completed → 5x Labor Added
⏱️
5x Labor Added
Type: Labor, Travel
Status: Open
Qty: 0.5, 250, 4
🏁
Status: Closed by Ronnie Salone Nov 5, 12:45 PM
From: Completed
To: Closed
Duration in Previous: 15m
📄
Status: Ready to Bill by Timothy Amburgey Nov 5, 1:54 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1h 8m
⚠️ 5.0 business days
📨
2 Status: Invoice Pending Nov 12, 3:27 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🧾
Invoice Created Nov 13, 10:47 AM
Invoice Number: SM-246353

Bottlenecks

Ready for Scheduling
Duration: 11.8 business days (threshold: 1.0 business days)
Exceeded by 10.8 business days
Assigned
Duration: 1.9 business days (threshold: 4.0 business hours)
Exceeded by 1.4 business days
Assigned
Duration: 3.0 business days (threshold: 4.0 business hours)
Exceeded by 2.5 business days
Scheduled
Duration: 5.0 business days (threshold: 2.0 business days)
Exceeded by 3.0 business days
Assigned
Duration: 1.4 business days (threshold: 4.0 business hours)
Exceeded by 7.6 business hours
Scheduled
Duration: 5.0 business days (threshold: 2.0 business days)
Exceeded by 3.0 business days
Ready to Bill
Duration: 4.6 business days (threshold: 1.0 business days)
Exceeded by 3.6 business days

🔗 Related Artifacts

📞
Case 00531470
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Preventive Maintenance
Branch
N/A
Technician
Ronnie Salone
Scheduled
Nov 5, 12:00 PM
Created
Sep 30, 1:22 PM
Invoice #
SM-246353

Work Details (5)

Name Type Status Qty Amount Date
WL-02997050 Labor Open 0.5 $0.00 Nov 5, 12:32 PM
WL-02997051 Travel Open 250 $0.00 Nov 5, 12:32 PM
WL-02997052 Labor Open 4 $0.00 Nov 5, 12:32 PM
WL-02997053 Travel Open 250 $0.00 Nov 5, 12:32 PM
WL-02997054 Labor Open 4 $0.00 Nov 5, 12:32 PM

Details