Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01307869 ↗ ServiceMax

Sono Bello • Inspection • PSM

📍 CA - San Diego — 9333 Genesee Ave Suite PL1, San Diego CA, 92121

Oct 6, 2025 → Dec 31, 2025

✅ Completed
PSM
SLA Clock
Last business day of October 2025 · Target: Oct 31, 2025
✗ SLA Missed (37 biz days late)
Active: 56 biz days
🕐 Clock stopped: Tech Off Site (Dec 30, 2025)
▶ Clock Running
Status: Created
Oct 6 → Oct 6, 2025
0 business days (counted)
Running total: 0 of ? biz days used
4d
▶ Clock Running
Status: Ready for Scheduling
Oct 6 → Oct 13, 2025
4 business days (counted)
Running total: 4 of ? biz days used
43d
▶ Clock Running
Status: Assigned
Oct 13 → Dec 16, 2025
43 business days (counted)
Running total: 47 of ? biz days used
▶ Clock Running
Status: Scheduled
Dec 16 → Dec 16, 2025
0 business days (counted)
Running total: 47 of ? biz days used
▶ Clock Running
Status: Entered
Dec 16 → Dec 16, 2025
0 business days (counted)
Running total: 47 of ? biz days used
▶ Clock Running
Status: Assigned
Dec 16 → Dec 16, 2025
0 business days (counted)
Running total: 47 of ? biz days used
8d
▶ Clock Running
Status: Scheduled
Dec 16 → Dec 29, 2025
8 business days (counted)
Running total: 55 of ? biz days used
▶ Clock Running
Status: Tech On Site
Dec 29 → Dec 30, 2025
1 business day (counted)
Running total: 56 of ? biz days used
▶ Clock Running
Status: Scheduled
Dec 30 → Dec 30, 2025
0 business days (counted)
Running total: 56 of ? biz days used
Created: Oct 6, 2025 Tech Off Site: Dec 30, 2025
Show SLA Clock Detail (9 periods)
Period Status Clock Biz Days Running Total
Oct 6 → Oct 6 Created ▶ Running 0 0
Oct 6 → Oct 13 Ready for Scheduling ▶ Running 4 4
Oct 13 → Dec 16 Assigned ▶ Running 43 47
Dec 16 → Dec 16 Scheduled ▶ Running 0 47
Dec 16 → Dec 16 Entered ▶ Running 0 47
Dec 16 → Dec 16 Assigned ▶ Running 0 47
Dec 16 → Dec 29 Scheduled ▶ Running 8 55
Dec 29 → Dec 30 Tech On Site ▶ Running 1 56
Dec 30 → Dec 30 Scheduled ▶ Running 0 56
Dispatch 0.0d
Coordinators 56.4d
Field Work 2.9d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
56.4 days
Over SLA
Field Work
2.9 days
Over SLA
Billing
0.0 days
Created: Oct 6, 2025 Due: Dec 31, 2025 Completed: Dec 31, 2025 (on time)
📅
57.9 days Total Age
⏱️
43.0d in Assigned Longest Stage
🔄
9 transitions Status Changes
⚠️
54.2d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
12 lines Work Details
🚩
3 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
3 On-Site Visits
3 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Michael Russell — scheduling delays attributed to technician, not coordinators
Visit 1 Dec 28, 2025
Visit 2 Dec 29, 2025
Visit 3 Dec 30, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00533041
eBiotrack - Automated New Inspection Created
Closed
Inspection: Annual Equipment Electrical Safety Test And Calibration Service 102 pcs https://www.ebiotrack.com/inspection.php?iid=30537
Priority
Standard
Origin
Email
Reason
New Case
Contact
San Diego Practice Manager
Owner
Jessica Sells
Created
Oct 6, 2025
Work Orders from this Case (1)
WO-01307869 (current) Invoiced
Inspection • Michael Russell
Created: Oct 6, 2025 • Closed: Dec 31, 2025
Completed with significant delays
Invoiced • 149 days old
🚨
Primary Delay 43.0 days stuck in "Assigned"
⏱️
Total Delay 54.2 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
4.9d / 1.0d SLA
Assigned
43.0d / 0.5d SLA
Scheduled
8.5d / 2.0d SLA
Tech On Site
1.3d / 1.0d SLA
Tech Off Site
1.7d / 2.0d SLA
Closed
2.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/16/25 RBerry- Received email confirmation from Angie Lake to schedule for 12/29/25 with arrival time between 8-10AM. See logged email.


12/16/25 RBerry- Received email from Angie Lake stating:Thank you for reaching out. Right now any Monday this month or in January works. We don't currently have surgeries on Mondays so they will have full access to everything.


Offered to schedule for 12/29/25 with arrival time between 8-10AM. Waiting for confirmation. See logged email.


12/16/25 Rberry- Emailed Angie to discuss scheduling/ See logged email.


12/15/25 RBerry- Sent teams message to NWillick and DCarvalho stating: Nicholas Willick David Carvalho Rene has two large inspections due by the end of this month. Rene is on PTO 12/22/25-1/2/26. Do you want to travel Michael Russell to complete these? One is in San Diego that is 102 pieces and the other in in Pasadena and it is 139 pieces. Or are we just missing the SLA on these? 


12/11/25 RBerry- Emailed Angie to discuss scheduling/ See logged email.


12/11/25 RBerry- Spoke with receptionist, states that Angie/Practice manager is in a meeting and requested that I send her an email. 

🔧 Work Performed
performed inspection and calibration
🔍 Technician Findings
performed inspection and calibration
⚠️ Problem Description
Inspection: Annual Equipment Electrical Safety Test And Calibration Service 102 pcs https://www.ebiotrack.com/inspection.php?iid=30537

Timeline

📞
Case Linked Oct 6, 1:00 AM
Case Number: 00533041
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Oct 6, 12:37 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
⚠️ 5.0 business days
👷
▶
2 Technician Assigned Oct 13, 11:00 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 6d 22h
🚨 43.0 business days
📅
▶
5 Dispatch Scheduled Dec 16, 2:59 PM
Dispatch Scheduled → Status: Scheduled → Status: Entered → Technician Assigned → Dispatch Scheduled
🗓️
Status: Scheduled by Rhea Berry
From: Assigned
To: Scheduled
Duration in Previous: 64d 4h
🆕
Status: Entered by Rhea Berry
From: Scheduled, Entered, Assigned
To: Entered, Assigned, Scheduled
Duration in Previous: 1m, 0m
👷
Technician Assigned by Rhea Berry
Technician: Michael Russell
📅
Dispatch Scheduled by Rhea Berry
Scheduled For: 2025-12-29T16:00:00.000+0000
💵
2x Expenses Added Dec 16, 3:29 PM
Type: Expenses
Status: Open
Qty: 1
⚠️ 9.0 business days
🔧
Status: Tech On Site by Michael Russell Dec 29, 4:57 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 13d 1h
⏱️
5x Labor Added Dec 30, 11:38 AM
Type: Labor
Status: Open
Qty: 6, 1, 3, 0.5
🗓️
Status: Scheduled by David Carvalho Dec 30, 1:42 PM
From: Tech On Site, Scheduled
To: Scheduled, Tech Off Site
Duration in Previous: 20h 44m, 0m
⏱️
▶
2 5x Labor Added Dec 31, 10:08 AM
5x Labor Added → Status: Completed
✔️
Status: Completed by Michael Russell
From: Tech Off Site, Completed
To: Completed, Closed
Duration in Previous: 20h 26m, 0m
⏳ 2.0 business days
📄
▶
2 Status: Ready to Bill Jan 2, 10:48 AM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
🚨 20.0 business days
🧾
Invoice Created Jan 30, 7:58 PM
Invoice Number: SM-250364

Bottlenecks

Ready for Scheduling
Duration: 4.9 business days (threshold: 1.0 business days)
Exceeded by 3.9 business days
Assigned
Duration: 43.0 business days (threshold: 4.0 business hours)
Exceeded by 42.5 business days
Scheduled
Duration: 8.5 business days (threshold: 2.0 business days)
Exceeded by 6.5 business days
Tech On Site
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.0 business hours
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00533041
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Michael Russell
Scheduled
Dec 29, 11:00 AM
Created
Oct 6, 12:37 PM
Invoice #
SM-250364

Work Details (12)

Name Type Status Qty Amount Date
WL-03039509 Expenses Open 1 $0.00 Dec 16, 3:29 PM
WL-03039510 Expenses Open 1 $0.00 Dec 16, 3:29 PM
WL-03049712 Labor Open 6 $0.00 Dec 30, 11:38 AM
WL-03049713 Labor Open 1 $0.00 Dec 30, 11:38 AM
WL-03049714 Labor Open 3 $0.00 Dec 30, 11:38 AM
WL-03049715 Labor Open 0.5 $0.00 Dec 30, 11:38 AM
WL-03049716 Labor Open 0.5 $0.00 Dec 30, 11:38 AM
WL-03051377 Labor Open 3.5 $3,912.97 Dec 31, 10:08 AM
WL-03051378 Travel Open 325 - Dec 31, 10:08 AM
WL-03051379 Travel Open 15 - Dec 31, 10:08 AM
WL-03051380 Travel Open 15 - Dec 31, 10:08 AM
WL-03051381 Travel Open 15 - Dec 31, 10:08 AM

Details