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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01308650 ↗ ServiceMax

VillageMD • Virtual Tech - Field Repair • P3

📍 VM Old East Dallas - (TX24-C07334) — 5001 Ross Ave. #120, Dallas TX, 75206

Oct 9, 2025 → Oct 28, 2025

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Oct 15, 2025
✗ SLA Missed (9 biz days late)
Active: 12 biz days
Budget: 3 biz days
🕐 Clock stopped: Invoiced (Oct 28, 2025)
SLA Target
▶ Clock Running
Status: Created
Oct 9 → Oct 9, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Ready for Scheduling
Oct 9 → Oct 9, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Assigned
Oct 9 → Oct 10, 2025
1 business day (counted)
Running total: 1 of 3 biz days used
4d
▶ Clock Running
Status: Scheduled
Oct 10 → Oct 17, 2025
4 business days (counted)
Running total: 5 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Oct 17 → Oct 17, 2025
0 business days (counted)
Running total: 5 of 3 biz days used
▶ Clock Running
Status: Tech Off Site
Oct 17 → Oct 17, 2025
0 business days (counted)
Running total: 5 of 3 biz days used
▶ Clock Running
Status: Completed
Oct 17 → Oct 17, 2025
0 business days (counted)
Running total: 5 of 3 biz days used
7d
▶ Clock Running
Status: Incomplete
Oct 17 → Oct 28, 2025
7 business days (counted)
Running total: 12 of 3 biz days used
▶ Clock Running
Status: Completed
Oct 28 → Oct 28, 2025
0 business days (counted)
Running total: 12 of 3 biz days used
▶ Clock Running
Status: Closed
Oct 28 → Oct 28, 2025
0 business days (counted)
Running total: 12 of 3 biz days used
Created: Oct 9, 2025 Invoiced: Oct 28, 2025
Business Days Used 12 / 3
0 3d budget +9d over
Show SLA Clock Detail (10 periods)
Period Status Clock Biz Days Running Total
Oct 9 → Oct 9 Created ▶ Running 0 0 / 3
Oct 9 → Oct 9 Ready for Scheduling ▶ Running 0 0 / 3
Oct 9 → Oct 10 Assigned ▶ Running 1 1 / 3
Oct 10 → Oct 17 Scheduled ▶ Running 4 5 / 3
Oct 17 → Oct 17 Tech On Site ▶ Running 0 5 / 3
Oct 17 → Oct 17 Tech Off Site ▶ Running 0 5 / 3
Oct 17 → Oct 17 Completed ▶ Running 0 5 / 3
Oct 17 → Oct 28 Incomplete ▶ Running 7 12 / 3
Oct 28 → Oct 28 Completed ▶ Running 0 12 / 3
Oct 28 → Oct 28 Closed ▶ Running 0 12 / 3
Dispatch 0.0d
Coordinators 6.5d
Field Work 1.0d
Incomplete 7.3d (excluded)
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
6.5 days
Over SLA
Field Work
1.0 days
Incomplete (excluded from total)
7.3 days
Billing
0.0 days
Created: Oct 9, 2025 Due: Oct 14, 2025 Completed: Oct 28, 2025 (13 days late)
📅
12.6 days Total Age
⏱️
7.3d in Incomplete Longest Stage
🔄
11 transitions Status Changes
⚠️
4.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
2 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00534394
FW: New VillageMD Service Request Submitted Ticket: 17753
Closed
'Rm #8- weighing scale needs to be recalibrated.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Heather Benefield
Owner
Virtual Tech
Created
Oct 9, 2025
Work Orders from this Case (2)
WO-01308650 (current) Invoiced
Virtual Tech - Field Repair • Arturo Diaz
Created: Oct 9, 2025 • Closed: Oct 28, 2025
WO-01308761 Invoiced
Virtual Tech - Field Repair • Arturo Diaz
Created: Oct 10, 2025 • Closed: Oct 17, 2025
Completed with minor delays
Invoiced • 146 days old
🚨
Primary Delay 7.3 days stuck in "Incomplete"
⏱️
Total Delay 4.0 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
0.1d / 1.0d SLA
Assigned
1.5d / 0.5d SLA
Scheduled
5.0d / 2.0d SLA
Tech On Site
1.0d / 1.0d SLA
Tech Off Site
0.0d / 2.0d SLA
Incomplete
7.3d
Closed
0.8d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10-20 DSR Opened case for Quote for new scale

Case

00536905

10/10 KKelch scheduled per logged email from Heather. Email logged on WO-01308650

10/9 KKelch sent Heather an email for scheduling

🔧 Work Performed
- investigated reported issue: weighing scale needs to be recalibrated - confirmed issue with scale. Scale would not power on to perform calibration - discovered excessive corrosion on battery terminal plates leaking into wires - cleaned off as much corrosion as possible - problem persisted. No power. Scale non responsive/nonfunctional - debriefed POC of findings, work performed and next step actions - POC requests quote for scale head assembly replacement as well as quote for entirely new scale before making decision to move forward. Travel, mileage, and expenses accounted for on WO-01308761
🔍 Technician Findings
Normal equipment conditions
⚠️ Problem Description
'Rm #8- weighing scale needs to be recalibrated. https://www.ebiotrack.com/workorder.php?wo=68840

Timeline

📞
Case Linked Oct 9, 3:09 PM
Case Number: 00534394
Subject: FW: New VillageMD Service Request Submitted Ticket: 17753
Status: Closed
📋
▶
2 Work Order Created Oct 9, 3:35 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Wendy Argueta
From: Entered
To: Ready for Scheduling
Duration in Previous: 3m
👷
▶
2 Technician Assigned Oct 9, 4:13 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 34m
🗓️
▶
2 Status: Scheduled Oct 10, 9:23 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-10-17T17:00:00.000+0000
💵
Expenses Added Oct 10, 12:59 PM
Type: Expenses
Status: Open
Qty: 1
⚠️ 5.0 business days
🔧
Status: Tech On Site by Arturo Diaz Oct 17, 9:42 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 7d 0h
⏱️
Labor Added Oct 17, 9:49 AM
Type: Labor
Status: Open
Qty: 1
🚗
Status: Tech Off Site by Arturo Diaz Oct 17, 5:46 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 8h 4m
✔️
Status: Completed by Arturo Diaz Oct 17, 5:54 PM
From: Tech Off Site, Completed
To: Completed, Incomplete
Duration in Previous: 7m, 0m
⚠️ 7.8 business days
✔️
Status: Completed by Wendy Argueta Oct 28, 8:07 AM
From: Incomplete, Completed
To: Completed, Closed
Duration in Previous: 10d 14h, 0m
⚠️
Status: Incomplete by Rhonnie Reeves Oct 28, 8:19 AM
From: Closed
To: Incomplete
Duration in Previous: 11m
🏁
Status: Closed by Rhonnie Reeves Oct 28, 8:39 AM
From: Incomplete
To: Closed
Duration in Previous: 19m
📄
▶
2 Status: Ready to Bill Oct 28, 2:49 PM
Status: Ready to Bill → Status: Invoice Pending
📨
Status: Invoice Pending by Diane Patton
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 1m, 0m
🧾
Invoice Created Oct 29, 2:40 PM
Invoice Number: SM-244997

Bottlenecks

Assigned
Duration: 1.5 business days (threshold: 4.0 business hours)
Exceeded by 7.8 business hours
Scheduled
Duration: 5.0 business days (threshold: 2.0 business days)
Exceeded by 3.0 business days

🔗 Related Artifacts

📞
Case 00534394
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Arturo Diaz
Scheduled
Oct 17, 1:00 PM
Created
Oct 9, 3:35 PM
Invoice #
SM-244997

Work Details (2)

Name Type Status Qty Amount Date
WL-02966472 Expenses Open 1 $0.00 Oct 10, 12:59 PM
WL-02974198 Labor Open 1 $121.38 Oct 17, 9:49 AM

Details