Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01308285 ↗ ServiceMax

Sono Bello • Virtual Tech - Field Repair • P3

📍 TX - Dallas — 16633 Dallas Pkwy Suite 100, Dallas TX, 75001

Oct 8, 2025 → Feb 9, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Oct 14, 2025
✗ SLA Missed (34 biz days late)
Active: 37 biz days
Paused: 44 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Feb 9, 2026)
SLA Target
▶ Clock Running
Status: Created
Oct 8 → Oct 8, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
⏸44d
⏸ Clock Paused
Status: Awaiting Parts
Oct 8 → Dec 15, 2025
44 business days (not counted)
▶ Clock Running
Status: Reschedule
Dec 15 → Dec 16, 2025
1 business day (counted)
Running total: 1 of 3 biz days used
33d
▶ Clock Running
Status: Assigned
Dec 16 → Feb 4, 2026
33 business days (counted)
Running total: 34 of 3 biz days used
▶ Clock Running
Status: Scheduled
Feb 4 → Feb 6, 2026
2 business days (counted)
Running total: 36 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Feb 6 → Feb 6, 2026
0 business days (counted)
Running total: 36 of 3 biz days used
▶ Clock Running
Status: Scheduled
Feb 6 → Feb 9, 2026
1 business day (counted)
Running total: 37 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Feb 9 → Feb 9, 2026
0 business days (counted)
Running total: 37 of 3 biz days used
Created: Oct 8, 2025 Completed: Feb 9, 2026
Business Days Used 37 / 3
0 3d budget +34d over
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Oct 8 → Oct 8 Created ▶ Running 0 0 / 3
Oct 8 → Dec 15 Awaiting Parts ⏸ Paused 44 —
Dec 15 → Dec 16 Reschedule ▶ Running 1 1 / 3
Dec 16 → Feb 4 Assigned ▶ Running 33 34 / 3
Feb 4 → Feb 6 Scheduled ▶ Running 2 36 / 3
Feb 6 → Feb 6 Tech On Site ▶ Running 0 36 / 3
Feb 6 → Feb 9 Scheduled ▶ Running 1 37 / 3
Feb 9 → Feb 9 Tech On Site ▶ Running 0 37 / 3
Dispatch 0.0d
Material Management 45.0d
Coordinators 39.6d
Field Work 0.1d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
45.0 days
Over SLA
Coordinators
39.6 days
Over SLA
Field Work
0.1 days
Billing
0.0 days
Created: Oct 8, 2025 Due: Feb 5, 2026 Completed: Feb 9, 2026 (3 days late)
📅
82.0 days Total Age
⏱️
45.0d in Awaiting Parts Longest Stage
🔄
10 transitions Status Changes
⚠️
78.5d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
7 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits (1 reschedule)
2 on-site visits — follow-up trip required
👤 Self-scheduled by Zachary Stieben — scheduling delays attributed to technician, not coordinators
Visit 1 Feb 9, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00532097
Repairs to Equipment Dallas Sono Bello
Closed
Midmark 630-010 My Venus bed wont move without being unplugged and re plugged back in and is factory resetting and flipping patients upside down while they get treatments, scared someone will fall on their head.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Colleen McKinney
Owner
Virtual Tech
Created
Oct 1, 2025
Work Orders from this Case (2)
WO-01308285 (current) Invoiced
Virtual Tech - Field Repair • Zachary Stieben
Created: Oct 8, 2025 • Closed: Feb 9, 2026
WO-01312428 Invoiced
Virtual Tech - Field Repair • Zachary Stieben
Created: Nov 3, 2025 • Closed: Dec 19, 2025
Completed with significant delays
Invoiced • 147 days old
🚨
Primary Delay 45.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 78.5 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
Awaiting Parts
45.0d / 3.0d SLA
Reschedule
1.2d / 2.0d SLA
Assigned
34.0d / 0.5d SLA
Scheduled
4.4d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/4 KKelch scheduled per logged email from Collleen

2/4 KKelch sent an email for scheduling

2/3 KKelch sent an email for scheduling

2/2/26 SReich

UPS Exception Notification, Tracking Number 1ZE444250170674241

Rescheduled Delivery Date:Monday, 02/02/2026




2/2 KKelch waiting for tracking to update prior to scheduling

1/30/2026jsells

1ZE444250170674241

The status of your package has changed.


Exception Reason: Recent weather has caused delivery delays. Recovery efforts are under way to deliver your package as soon as possible.

1/29/2026jsells

UPS Exception Notification, Tracking Number 1ZE444250170674241

The status of your package has changed.


Exception Reason: We've corrected the apartment number, and the package is on its way to the updated address.


Exception Resolution: The address was corrected.

1/28 KKelch waiting for tracking to update prior to scheduling

1/28/2026jsells

Ship To Name: Sono Bello Dallas Ship To Address: 16633 Dallas Parkway Ship To City/State: Addison, TX 75001 Waybill (Tracking #): 1ZE444250170674241 Carrier: UPS-Air-Next Day Air The following items have shipped from Midmark Corporation on: 28-JAN-2026 LINE NO: 1.1 QTY: 1 ITEM: 002-10483-01 SERIAL #: DESCRIPTION: Kit, Non-Programmable Wired Foot Control LINE NO: 2.1 QTY: 1 ITEM: CHRG-FRT SERIAL #: DESCRIPTION: FREIGHT


1/28/26 RBerry- Received chatter on PO from KFricke: @Rhea Berry​, we'll call Midmark and see what happened. Scenarios can vary, but it's usually either the driver had some kind of issue finding it or the customer refused because they "weren't expecting a package" from X vendor. Updates will be posted to the part order.



1/27/26 RBerry- Sent chatter on PO: @Julie Ann Shoemaker​ @Keith Fricke​ @Amy Greene​ I see that the parts for this PO were shipped back to Midmark per tracking 1ZE444251270849014. What can we do to get these parts shipped back out again? @Bradley Knudson​ @Stephanie Ramen​ 


1/27 KKelch- UPS shipping is still showing the same message as below. Sent TEAMS message to SRamen/RBerry for next steps

1/20 KKelch- UPS shipping is still showing the same message as below. Sent chatter to SRamen for next steps

1/9 KKelch- UPS shipping still showing the same message as below a month later. Sent chatter to SRamen on how best to proceed

12/29 KKelch- still having the same issue as below

12/24/2025 Sramen - updated due date and sent chatter on parts order due to tracking showing its delayed and is being returned to sender.


12/23 KKelch- we are still having the same issue with the parts

12/19/2025 Sramen - pushed out due date and sent chatter on the parts order since this has been delayed and we need someone to look in to it.


12/16 KKelch waiting for tracking to update prior to scheduling

12/9/25 SReich

Order No: 742735 Customer PO No: PO015445 Customer: EMSAR Inc Ship To Name: TX Dallas Ship To Address: 16633 Dallas Pkwy Suite 100 Ship To City/State: Dallas, TX 75001 Waybill (Tracking #): 1ZE444250170849017 Carrier: UPS-Air-Next Day Air The following items have shipped from Midmark Corporation on: 09-DEC-2025 LINE NO: 1.1 QTY: 1 ITEM: 002-10483-01 SERIAL #: DESCRIPTION: Kit, Non-Programmable Wired Foot Control LINE NO: 2.1 QTY: 1 ITEM: CHRG-FRT SERIAL #: DESCRIPTION: FREIGHT
🔧 Work Performed
Installed new footswitch controller. Part was sent to customer from Emsar. Unit function tested and passed. Unit returned to service.
🔍 Technician Findings
2/9/2025 Zachary Stieben arrived on site. Found Midmark 630 exam table asset ID# 6307171 footswitch controller non functional.
⚠️ Problem Description
Midmark 630-010 My Venus bed wont move without being unplugged and re plugged back in and is factory resetting and flipping patients upside down while they get treatments, scared someone will fall on their head. https://www.ebiotrack.com/workorder.php?wo=68809

Timeline

📞
Case Linked Oct 1, 1:36 PM
Case Number: 00532097
Subject: Repairs to Equipment Dallas Sono Bello
Status: Closed
⚠️ 6.0 business days
📋
▶
3 Work Order Created Oct 8, 11:08 AM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00083164
Status: Closed
📦
Status: Awaiting Parts by Wendy Argueta
From: Entered
To: Awaiting Parts
Duration in Previous: 1m
🚨 45.0 business days
🔩
▶
2 2x Parts Added Dec 15, 5:46 PM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Julie Ann Shoemaker
From: Awaiting Parts
To: Reschedule
Duration in Previous: 68d 7h
👷
▶
2 Technician Assigned Dec 16, 9:04 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Reschedule
To: Assigned
Duration in Previous: 15h 18m
🚨 31.0 business days
🔩
2x Parts Added Jan 30, 11:15 AM
Type: Parts, Expenses
Status: Open
Qty: 1
⏳ 4.0 business days
📅
▶
2 Dispatch Scheduled Feb 4, 8:59 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Assigned
To: Scheduled
Duration in Previous: 49d 23h
⏳ 3.0 business days
🔧
Status: Tech On Site by Zachary Stieben Feb 6, 3:22 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 6h
📅
▶
2 Dispatch Scheduled Feb 6, 3:48 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Tech On Site
To: Scheduled
Duration in Previous: 26m
⏳ 2.0 business days
🔧
Status: Tech On Site by Zachary Stieben Feb 9, 8:38 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 16h
🚗
2x Travel Added Feb 9, 9:05 AM
Type: Travel, Labor
Status: Open
Qty: 20, 0.66666666666667
⏱️
▶
2 Labor Added Feb 9, 9:15 AM
Labor Added → Status: Completed
✔️
Status: Completed by Zachary Stieben
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 38m, 0m
⏳ 3.0 business days
📄
▶
2 Status: Ready to Bill Feb 11, 1:43 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
⏳ 3.0 business days
🧾
Invoice Created Feb 13, 5:34 PM
Invoice Number: SM-253611

Bottlenecks

Awaiting Parts
Duration: 45.0 business days (threshold: 3.0 business days)
Exceeded by 42.0 business days
Assigned
Duration: 34.0 business days (threshold: 4.0 business hours)
Exceeded by 33.5 business days
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00532097
Closed
📦
Parts Order 00083164
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Zachary Stieben
Scheduled
Feb 9, 8:00 AM
Created
Oct 8, 11:08 AM
Invoice #
SM-253611

Work Details (7)

Name Type Status Qty Amount Date
WL-03038409 Parts Open 1 $0.00 Dec 15, 5:46 PM
WL-03038410 Expenses Open 1 $0.00 Dec 15, 5:46 PM
WL-03084854 Parts Open 1 $1,007.10 Jan 30, 11:15 AM
WL-03084855 Expenses Open 1 $195.09 Jan 30, 11:15 AM
WL-03097416 Travel Open 20 - Feb 9, 9:05 AM
WL-03097417 Labor Open 0.66666666666667 $119.00 Feb 9, 9:06 AM
WL-03097423 Labor Open 0.58333333333333 $89.25 Feb 9, 9:15 AM

Details