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WO-01307793 ↗ ServiceMax

Preferred Vascular Group • Inspection • PSM

📍 Preferred Vascular Group - Macon — 889 Second Street, Macon GA, 31201

Oct 6, 2025 → Dec 31, 2025

✅ Completed
PSM
SLA Clock
Last business day of October 2025 · Target: Oct 31, 2025
✗ SLA Missed (39 biz days late)
Active: 57 biz days
🕐 Clock stopped: Completed (Jan 1, 2026)
▶ Clock Running
Status: Created
Oct 6 → Oct 6, 2025
0 business days (counted)
Running total: 0 of ? biz days used
36d
▶ Clock Running
Status: Ready for Scheduling
Oct 6 → Dec 1, 2025
36 business days (counted)
Running total: 36 of ? biz days used
▶ Clock Running
Status: Assigned
Dec 1 → Dec 2, 2025
1 business day (counted)
Running total: 37 of ? biz days used
▶ Clock Running
Status: Scheduled
Dec 2 → Dec 5, 2025
3 business days (counted)
Running total: 40 of ? biz days used
▶ Clock Running
Status: Tech On Site
Dec 5 → Dec 6, 2025
0 business days (counted)
Running total: 40 of ? biz days used
▶ Clock Running
Status: Reschedule
Dec 6 → Dec 6, 2025
0 business days (counted)
Running total: 40 of ? biz days used
▶ Clock Running
Status: Completed
Dec 6 → Dec 9, 2025
2 business days (counted)
Running total: 42 of ? biz days used
▶ Clock Running
Status: Scheduled
Dec 9 → Dec 13, 2025
3 business days (counted)
Running total: 45 of ? biz days used
▶ Clock Running
Status: Tech On Site
Dec 13 → Dec 13, 2025
0 business days (counted)
Running total: 45 of ? biz days used
▶ Clock Running
Status: Reschedule
Dec 13 → Dec 18, 2025
4 business days (counted)
Running total: 49 of ? biz days used
8d
▶ Clock Running
Status: Scheduled
Dec 18 → Dec 31, 2025
8 business days (counted)
Running total: 57 of ? biz days used
▶ Clock Running
Status: Tech On Site
Dec 31 → Jan 1, 2026
0 business days (counted)
Running total: 57 of ? biz days used
Created: Oct 6, 2025 Completed: Jan 1, 2026
Show SLA Clock Detail (12 periods)
Period Status Clock Biz Days Running Total
Oct 6 → Oct 6 Created ▶ Running 0 0
Oct 6 → Dec 1 Ready for Scheduling ▶ Running 36 36
Dec 1 → Dec 2 Assigned ▶ Running 1 37
Dec 2 → Dec 5 Scheduled ▶ Running 3 40
Dec 5 → Dec 6 Tech On Site ▶ Running 0 40
Dec 6 → Dec 6 Reschedule ▶ Running 0 40
Dec 6 → Dec 9 Completed ▶ Running 2 42
Dec 9 → Dec 13 Scheduled ▶ Running 3 45
Dec 13 → Dec 13 Tech On Site ▶ Running 0 45
Dec 13 → Dec 18 Reschedule ▶ Running 4 49
Dec 18 → Dec 31 Scheduled ▶ Running 8 57
Dec 31 → Jan 1 Tech On Site ▶ Running 0 57
Dispatch 0.0d
Coordinators 60.6d
Field Work 1.7d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
60.6 days
Over SLA
Field Work
1.7 days
Billing
0.0 days
Created: Oct 6, 2025 Due: Dec 31, 2025 Completed: Jan 1, 2026 (on time)
📅
58.0 days Total Age
⏱️
37.0d in Ready for Scheduling Longest Stage
🔄
13 transitions Status Changes
⚠️
49.1d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
18 lines Work Details
🚩
3 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
3 On-Site Visits (2 reschedules)
3 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Dylan Ingraham — scheduling delays attributed to technician, not coordinators
Visit 1 Dec 5, 2025
Visit 2 Dec 12, 2025
Visit 3 Dec 31, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00532962
eBiotrack - Automated New Inspection Created
Closed
Annual Equipment Electrical Safety Test And Calibration Service 35 Pcs https://www.ebiotrack.com/inspection.php?iid=30499
Priority
Standard
Origin
Email
Reason
New Case
Contact
Kathryn Harrison
Owner
Kimberly Hardison
Created
Oct 4, 2025
Work Orders from this Case (1)
WO-01307793 (current) Invoiced
Inspection • Dylan Ingraham
Created: Oct 6, 2025 • Closed: Dec 31, 2025
Completed with significant delays
Invoiced • 149 days old
🚨
Primary Delay 37.0 days stuck in "Ready for Scheduling"
⏱️
Total Delay 49.1 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
Ready for Scheduling
37.0d / 1.0d SLA
Assigned
1.3d / 0.5d SLA
Scheduled
16.3d / 2.0d SLA
Completed
0.9d / 1.0d SLA
Reschedule
6.0d / 2.0d SLA
Tech On Site
0.7d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/18/25 AJinerson - Called and spoke with Amber (Cherry was out of office today). Amber was able to confirm scheduling tech's return visit on Weds. 12/31 between 10am-12pm arrival now that tech has tool. 


12/18/25 AJinerson - Received notice from FSE that he has received tool now and ready to schedule return visit.

12/16/25 AJinerson - More parts for tools needing to be shipped out to tech, chatter to tech to notify us when received so we can schedule return visit.


12/13 DI: None of the adapters shipped with the defib analyzer matched the ZOLL R device onsite - Advised Derek, Tonya and Aaron about this, correct adapter is being shipped out - Advised customer and apologized for any inconvenience, an additional return trip will need to be scheduled


12/9/25 AJinerson - Called and spoke with Cherry and confirmed tech revisit on Friday, 12/12 with eta between 10am-11am. 

POC on-site: Cherry


12/9/25 AJinerson - Received confirmation from FSE that defib analyzer was delivered to storage unit and ready to reschedule this service.


12/8/25 AJinerson - Chatter to FSE regarding needing to know when defib analyzer is delivered to tech so we can proceed with rescheduling.


12/5 DI: Return trip needed to complete service on the defibrillator with the defib analyzer - shipped out today (12/5/25) per Aaron Bick


12/2/25 AJinerson - Called site and was informed that Kathryn Harrison no longer works here. New site administrator is: Marquita "Cherry" Jefferson. 

Spoke with Cherry and

Scheduled for Friday, 12/5 with 

Onsite contact: Cherry 

Arrival instructions: please schedule arrival between 10:30 a.m. - 11:30 a.m. (they have patients until 10am on Fri.)

Updated POC:

Marquita (Cherry) Jefferson

478-254-9363

mjefferson@pmgvascular.com 

🔧 Work Performed
12/31 DI: RETURNED TO SITE AND CHECKED IN WITH CUSTOMER - COMPLETED INSPECTION ON ZOLL R DEFIBRILLATOR WITH THE DEFIB ANALYZER - ADVISED CUSTOMER OF EQUIPMENT STATUS AND RETURNED DEVICE TO SERVICE 12/12 DI: PICKED UP DEFIB ANALYZER AND RETURNED TO SITE / CHECKED IN WITH CUSTOMER - FOUND THAT NONE OF THE ADAPTERS SHIPPED WITH THE ANALYZER MATCHED THE ZOLL R CONNECTORS (ADVISED DEREK, TONYA AND AARON - PROPER ADAPTER TO BE SHIPPED) - ADVISED CUSTOMER, 2ND RETURN TRIP NEEDED 12/5 DI: ARRIVED TO SITE AND CHECKED IN WITH CUSTOMER - BEGAN ANNUAL INSPECTION SERVICE, INSPECTED A TOTAL OF 34 DEVICES (31 PASS - 3 FAIL) - ADVISED CUSTOMER OF EQUIPMENT STATUS AND RETURNED ALL PASSING DEVICES TO SERVICE - WILL NEED TO RETURN WITH DEFIB ANALYZER TO COMPLETE SERVICE ON DEFIBRILLATOR (SHIPPED ON 12/5)
🔍 Technician Findings
12/5 DI: ANNUAL EQUIPMENT INSPECTION SERVICE
⚠️ Problem Description
Annual Equipment Electrical Safety Test And Calibration Service 35 Pcs https://www.ebiotrack.com/inspection.php?iid=30499

Timeline

📞
Case Linked Oct 4, 1:00 AM
Case Number: 00532962
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
1.0 business days
📋
2 Work Order Created Oct 6, 9:58 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered
To: Ready for Scheduling
Duration in Previous: 3m
🚨 37.0 business days
👷
2 Technician Assigned Dec 1, 4:57 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Abby Jinerson
From: Ready for Scheduling
To: Assigned
Duration in Previous: 56d 7h
📅
2 Dispatch Scheduled Dec 2, 1:39 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Ben Saur
From: Assigned
To: Scheduled
Duration in Previous: 20h 42m
4.0 business days
🔧
Status: Tech On Site by Dylan Ingraham Dec 5, 11:36 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 21h
⏱️
2 5x Labor Added Dec 5, 10:11 PM
5x Labor Added → Status: Reschedule
🔄
Status: Reschedule by Dylan Ingraham
From: Completed, Tech On Site
To: Reschedule, Completed
Duration in Previous: 10h 39m, 0m
2.2 business days
📅
2 Dispatch Scheduled Dec 9, 12:34 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Ben Saur
From: Reschedule
To: Scheduled
Duration in Previous: 3d 14h
4.0 business days
🔧
Status: Tech On Site by Dylan Ingraham Dec 12, 7:08 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 3d 6h
🔄
2 Status: Reschedule Dec 13, 1:24 PM
Status: Reschedule → 5x Labor Added
⏱️
5x Labor Added
Type: Labor, Travel
Status: Open
Qty: 2, 1, 2.75, 84
4.0 business days
🗓️
2 Status: Scheduled Dec 18, 11:57 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Ben Saur
Scheduled For: 2025-12-31T15:00:00.000+0000, 2025-12-31T13:00:00.000+0000, 2025-12-31T16:00:00.000+0000
4.0 business days
💵
2x Expenses Added Dec 23, 8:05 AM
Type: Expenses
Status: Open
Qty: 1
⚠️ 6.0 business days
🔧
2 Status: Tech On Site Dec 31, 1:11 PM
Status: Tech On Site → Expenses Added
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
⏱️
2 5x Labor Added Dec 31, 7:06 PM
5x Labor Added → Status: Completed
✔️
Status: Completed by Dylan Ingraham
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 5h 58m, 0m
1.6 business days
📄
3 Status: Ready to Bill Jan 2, 2:02 PM
Status: Ready to Bill → Invoice Created → Status: Invoiced
🧾
Invoice Created
Invoice Number: SM-250400
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m

Bottlenecks

Ready for Scheduling
Duration: 37.0 business days (threshold: 1.0 business days)
Exceeded by 36.0 business days
Assigned
Duration: 1.3 business days (threshold: 4.0 business hours)
Exceeded by 6.0 business hours
Scheduled
Duration: 3.7 business days (threshold: 2.0 business days)
Exceeded by 1.7 business days
Scheduled
Duration: 3.8 business days (threshold: 2.0 business days)
Exceeded by 1.8 business days
Reschedule
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Scheduled
Duration: 8.9 business days (threshold: 2.0 business days)
Exceeded by 6.9 business days

🔗 Related Artifacts

📞
Case 00532962
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Dylan Ingraham
Scheduled
Dec 31, 10:00 AM
Created
Oct 6, 9:58 AM
Invoice #
SM-250400

Work Details (18)

Name Type Status Qty Amount Date
WL-03028964 Labor Open 1.75 $0.00 Dec 5, 10:11 PM
WL-03028965 Labor Open 3.75 $0.00 Dec 5, 10:11 PM
WL-03028966 Labor Open 2 $0.00 Dec 5, 10:11 PM
WL-03028967 Travel Open 84 - Dec 5, 10:11 PM
WL-03028968 Travel Open 84 - Dec 5, 10:11 PM
WL-03036970 Labor Open 2 $0.00 Dec 13, 1:28 PM
WL-03036971 Labor Open 1 $0.00 Dec 13, 1:28 PM
WL-03036972 Labor Open 2.75 $0.00 Dec 13, 1:28 PM
WL-03036973 Travel Open 84 - Dec 13, 1:28 PM
WL-03036974 Travel Open 84 - Dec 13, 1:28 PM
WL-03045974 Expenses Open 1 $0.00 Dec 23, 8:05 AM
WL-03045975 Expenses Open 1 $0.00 Dec 23, 8:05 AM
WL-03051605 Expenses Open 1 $0.00 Dec 31, 1:14 PM
WL-03051956 Labor Open 2.75 $0.00 Dec 31, 7:06 PM
WL-03051957 Labor Open 1 $1,495.00 Dec 31, 7:06 PM
WL-03051958 Labor Open 2.75 $0.00 Dec 31, 7:06 PM
WL-03051959 Travel Open 122 - Dec 31, 7:06 PM
WL-03051960 Travel Open 84 - Dec 31, 7:06 PM

Details