Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01308303 ↗ ServiceMax

Chewy • Installation • PC

📍 Chewy - CVC DEND — 8555 W Belleview Avenue Suite D26, Littleton CO, 80123

Oct 8, 2025 → Nov 22, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Nov 20, 2025
✓ SLA Met (1 biz days early)
Active: 28 biz days
🕐 Clock stopped: Tech Off Site (Nov 19, 2025)
▶ Clock Running
Status: Created
Oct 8 → Oct 8, 2025
0 business days (counted)
Running total: 0 of ? biz days used
9d
▶ Clock Running
Status: Ready for Scheduling
Oct 8 → Oct 22, 2025
9 business days (counted)
Running total: 9 of ? biz days used
▶ Clock Running
Status: Assigned
Oct 22 → Oct 22, 2025
0 business days (counted)
Running total: 9 of ? biz days used
19d
▶ Clock Running
Status: Scheduled
Oct 22 → Nov 19, 2025
19 business days (counted)
Running total: 28 of ? biz days used
▶ Clock Running
Status: Tech On Site
Nov 19 → Nov 19, 2025
0 business days (counted)
Running total: 28 of ? biz days used
Created: Oct 8, 2025 Tech Off Site: Nov 19, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Oct 8 → Oct 8 Created ▶ Running 0 0
Oct 8 → Oct 22 Ready for Scheduling ▶ Running 9 9
Oct 22 → Oct 22 Assigned ▶ Running 0 9
Oct 22 → Nov 19 Scheduled ▶ Running 19 28
Nov 19 → Nov 19 Tech On Site ▶ Running 0 28
Dispatch 0.0d
Coordinators 30.0d
Field Work 3.3d
Billing 7.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
30.0 days
Over SLA
Field Work
3.3 days
Over SLA
Billing
7.0 days
Over SLA
Created: Oct 8, 2025 Due: Nov 20, 2025 Completed: Nov 22, 2025 (1 days late)
📅
31.0 days Total Age
⏱️
20.0d in Scheduled Longest Stage
🔄
14 transitions Status Changes
⚠️
32.1d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
27 lines Work Details
🚩
4 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
4 On-Site Visits
4 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Andrew Przybyla — scheduling delays attributed to technician, not coordinators
Visit 1 Nov 17, 2025
Visit 2 Nov 19, 2025
Visit 3 Nov 20, 2025
Visit 4 Nov 21, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00533871
waiting to hear back from Dylan, PSM 30 days out ?
Closed
EHS Installation EHS Installation Inventory Inspection Service DeNovo White Glove Service Includes • Inventory • Asset tagging • Entry of equipment into EHS/EBT • Have clinic staff scan some of the tags so that they are familiar with the process • Have clinic staff agree that all equipment has been tagged prior to tech leaving the site • Equipment unpacking, uncrating and disposal of packaging equipment • Equipment assembly • Equipment staging with assistance from site • Operational Testing (verification that the equipment operates as intended) • Leave 10 to 12 Asset Tags at the site. This is for any future new equipment. The site will add the tag and scan it to initiate a call with our Virtual Tech team so that they can load the new equipment into EBT. https://www.ebiotrack.com/inspection.php?iid=30596
Priority
Standard
Origin
Email
Reason
New Case
Contact
Hassan Ali
Owner
Sherry Reich
Created
Oct 8, 2025
Work Orders from this Case (1)
WO-01308303 (current) Invoiced
Installation • Andrew Przybyla
Created: Oct 8, 2025 • Closed: Nov 22, 2025
Completed with significant delays
Invoiced • 147 days old
🚨
Primary Delay 20.0 days stuck in "Scheduled"
⏱️
Total Delay 32.1 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
10.0d / 1.0d SLA
Scheduled
20.0d / 2.0d SLA
Tech On Site
0.8d / 1.0d SLA
Tech Off Site
1.2d / 2.0d SLA
Completed
1.4d / 1.0d SLA
Closed
3.7d / 1.0d SLA
Ready to Bill
4.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA
Invoiced
1.7d
Billing Review
1.2d / 2.0d SLA
WO Correction Needed
0.0d

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/3/24 Dpatton - Include asset tagging WDL ?

11/20 APrzybyla - Tech needs to keep WO open in order to add Travel Expenses.

11/20 APrzybyla - No PM Kit was used for the autoclave, since it is a new item and out of the box.

11/17 APrzybyla - Tech arrived in Denver but his luggage didn't. Tech went to lost baggage and they were sending it on the next flight from Phoenix to Denver. SUP and CORD were notified.

🔧 Work Performed
Tech built the items on the list and said he would be back tomorrow morning at 9am to do the inspection on the items. Update 11/20/2025 - Tech arrived on site and inspected and tested 57 pieces of equipment.
🔍 Technician Findings
Tech arrived on site on the first day and was handed a list of items that needed to be built. Tech arrived on site on the second day to do the inspection.
⚠️ Problem Description
EHS Installation EHS Installation Inventory Inspection Service DeNovo White Glove Service Includes • Inventory • Asset tagging • Entry of equipment into EHS/EBT • Have clinic staff scan some of the tags so that they are familiar with the process • Have clinic staff agree that all equipment has been tagged prior to tech leaving the site • Equipment unpacking, uncrating and disposal of packaging equipment • Equipment assembly • Equipment staging with assistance from site • Operational Testing (verification that the equipment operates as intended) • Leave 10 to 12 Asset Tags at the site. This is for any future new equipment. The site will add the tag and scan it to initiate a call with our Virtual Tech team so that they can load the new equipment into EBT. https://www.ebiotrack.com/inspection.php?iid=30596

Timeline

📞
Case Linked Oct 8, 10:05 AM
Case Number: 00533871
Subject: waiting to hear back from Dylan, PSM 30 days out ?
Status: Closed
📋
2 Work Order Created Oct 8, 12:14 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 3m
🚨 10.0 business days
👷
3 Technician Assigned Oct 22, 11:37 AM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 13d 23h, 0m
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-11-18T16:00:00.000+0000
💵
3x Expenses Added Oct 22, 1:11 PM
Type: Expenses
Status: Open
Qty: 1
🚨 10.0 business days
📅
Dispatch Scheduled by Kaitlyn Kelch Nov 4, 11:17 AM
Scheduled For: 2025-11-19T16:00:00.000+0000
⚠️ 8.0 business days
🚗
Travel Added Nov 16, 9:53 PM
Type: Travel
Status: Open
Qty: 930
💵
2 Expenses Added Nov 17, 7:19 AM
Expenses Added → Expenses Added
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
⏱️
Labor Added Nov 17, 5:34 PM
Type: Labor
Status: Open
Qty: 10
1.8 business days
🚗
3x Travel Added Nov 18, 7:28 PM
Type: Travel, Expenses
Status: Open
Qty: 20, 1
🔧
Status: Tech On Site by Andrew Przybyla Nov 19, 11:30 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 28d 0h
🚗
2 Status: Tech Off Site Nov 19, 5:38 PM
Status: Tech Off Site → 6x Labor Added
⏱️
6x Labor Added
Type: Labor, Travel, Expenses
Status: Open
Qty: 0.5, 7, 20, 1
⏱️
2x Labor Added Nov 20, 9:39 AM
Type: Labor, Expenses
Status: Open
Qty: 0.5, 1
⏱️
2x Labor Added Nov 20, 3:20 PM
Type: Labor
Status: Open
Qty: 5, 0.5
🚗
2 Travel Added Nov 20, 3:56 PM
Travel Added → Status: Completed
✔️
Status: Completed by Andrew Przybyla
From: Tech Off Site
To: Completed
Duration in Previous: 22h 21m
2.0 business days
⏱️
4x Labor Added Nov 21, 8:24 PM
Type: Labor, Expenses
Status: Open
Qty: 7, 1
💵
Expenses Added Nov 21, 8:32 PM
Type: Expenses
Status: Open
Qty: 1
🏁
Status: Closed by Andrew Przybyla Nov 22, 12:30 AM
From: Completed
To: Closed
Duration in Previous: 1d 8h
2.0 business days
📄
Status: Ready to Bill by Diane Patton Nov 25, 10:17 AM
From: Closed
To: Ready to Bill
Duration in Previous: 3d 9h
4.0 business days
📨
Status: Invoice Pending by Diane Patton Dec 2, 1:05 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 7d 2h
💰
Status: Invoiced by Diane Patton Dec 2, 1:11 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 6m
2.0 business days
💵
Status: Billing Review by Yecenia Campos Dec 3, 5:31 PM
From: Invoiced
To: Billing Review
Duration in Previous: 1d 4h
✏️
Status: WO Correction Needed by Diane Patton Dec 4, 1:04 PM
From: Billing Review
To: WO Correction Needed
Duration in Previous: 19h 33m
🏁
Status: Closed by Andrew Przybyla Dec 4, 1:14 PM
From: WO Correction Needed
To: Closed
Duration in Previous: 10m
⏱️
Labor Added Dec 5, 9:02 AM
Type: Labor
Status: Open
Qty: 1
📄
Status: Ready to Bill by Diane Patton Dec 5, 9:18 AM
From: Closed
To: Ready to Bill
Duration in Previous: 20h 4m
💰
Status: Invoiced by Diane Patton Dec 5, 9:23 AM
From: Ready to Bill
To: Invoiced
Duration in Previous: 5m
⚠️ 5.0 business days
🧾
Invoice Created Dec 11, 12:15 PM
Invoice Number: SM-247981

Bottlenecks

Ready for Scheduling
Duration: 10.0 business days (threshold: 1.0 business days)
Exceeded by 9.0 business days
Scheduled
Duration: 20.0 business days (threshold: 2.0 business days)
Exceeded by 18.0 business days
Completed
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.0 business hours
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 4.0 business days (threshold: 1.0 business days)
Exceeded by 3.0 business days
Closed
Duration: 1.7 business days (threshold: 1.0 business days)
Exceeded by 5.8 business hours

🔗 Related Artifacts

📞
Case 00533871
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Installation
Branch
N/A
Technician
Andrew Przybyla
Scheduled
Nov 19, 11:00 AM
Created
Oct 8, 12:14 PM
Invoice #
SM-247981

Work Details (27)

Name Type Status Qty Amount Date
WL-02979964 Expenses Open 1 $0.00 Oct 22, 1:11 PM
WL-02979965 Expenses Open 1 $0.00 Oct 22, 1:11 PM
WL-02979966 Expenses Open 1 $0.00 Oct 22, 1:11 PM
WL-03009379 Travel Open 930 $0.00 Nov 16, 9:53 PM
WL-03009511 Expenses Open 1 $0.00 Nov 17, 7:19 AM
WL-03009521 Expenses Open 1 $0.00 Nov 17, 7:20 AM
WL-03010314 Labor Open 10 $1,190.00 Nov 17, 5:34 PM
WL-03012053 Travel Open 20 $110.00 Nov 18, 7:28 PM
WL-03012054 Travel Open 20 $0.00 Nov 18, 7:28 PM
WL-03012055 Expenses Open 1 $0.00 Nov 18, 7:28 PM
WL-03013592 Labor Open 0.5 $0.00 Nov 19, 5:43 PM
WL-03013593 Labor Open 7 $2,250.00 Nov 19, 5:43 PM
WL-03013594 Labor Open 0.5 $0.00 Nov 19, 5:43 PM
WL-03013595 Travel Open 20 $110.00 Nov 19, 5:43 PM
WL-03013596 Travel Open 20 $0.00 Nov 19, 5:43 PM
WL-03013597 Expenses Open 1 $0.00 Nov 19, 5:43 PM
WL-03014339 Labor Open 0.5 $0.00 Nov 20, 9:39 AM
WL-03014340 Expenses Open 1 $0.00 Nov 20, 9:39 AM
WL-03015016 Labor Open 5 $1,984.00 Nov 20, 3:20 PM
WL-03015017 Labor Open 0.5 $0.00 Nov 20, 3:20 PM
WL-03015082 Travel Open 930 $0.00 Nov 20, 3:56 PM
WL-03017222 Labor Open 7 $0.00 Nov 21, 8:24 PM
WL-03017223 Expenses Open 1 $0.00 Nov 21, 8:24 PM
WL-03017224 Expenses Open 1 $0.00 Nov 21, 8:24 PM
WL-03017225 Expenses Open 1 $0.00 Nov 21, 8:24 PM
WL-03017241 Expenses Open 1 $0.00 Nov 21, 8:32 PM
WL-03027667 Labor Open 1 $695.00 Dec 5, 9:02 AM

Details