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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01308761 ↗ ServiceMax

VillageMD • Virtual Tech - Field Repair • P3

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

Oct 10, 2025 → Oct 17, 2025

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Oct 16, 2025
✗ SLA Missed (1 biz days late)
Active: 4 biz days
Budget: 3 biz days
🕐 Clock stopped: Tech Off Site (Oct 17, 2025)
SLA Target
▶ Clock Running
Status: Created
Oct 10 → Oct 10, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Ready for Scheduling
Oct 10 → Oct 10, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Assigned
Oct 10 → Oct 10, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
4d
▶ Clock Running
Status: Scheduled
Oct 10 → Oct 17, 2025
4 business days (counted)
Running total: 4 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Oct 17 → Oct 17, 2025
0 business days (counted)
Running total: 4 of 3 biz days used
Created: Oct 10, 2025 Tech Off Site: Oct 17, 2025
Business Days Used 4 / 3
0 3d budget +1d over
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Oct 10 → Oct 10 Created ▶ Running 0 0 / 3
Oct 10 → Oct 10 Ready for Scheduling ▶ Running 0 0 / 3
Oct 10 → Oct 10 Assigned ▶ Running 0 0 / 3
Oct 10 → Oct 17 Scheduled ▶ Running 4 4 / 3
Oct 17 → Oct 17 Tech On Site ▶ Running 0 4 / 3
Dispatch 0.0d
Coordinators 5.0d
Field Work 1.0d
Billing 20.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
5.0 days
Over SLA
Field Work
1.0 days
Billing
20.0 days
Over SLA
Created: Oct 10, 2025 Due: Oct 15, 2025 Completed: Oct 17, 2025 (1 days late)
📅
5.0 days Total Age
⏱️
20.0d in Billing Review Longest Stage
🔄
11 transitions Status Changes
⚠️
23.2d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
9 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
👤 Self-scheduled by Arturo Diaz — scheduling delays attributed to technician, not coordinators
Visit 1 Oct 16, 2025
Visit 2 Oct 17, 2025

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 Invoiced
Virtual Tech - Field Repair • Arturo Diaz
Created: Oct 9, 2025 • Closed: Oct 28, 2025
WO-01308761 (current) Invoiced
Virtual Tech - Field Repair • Arturo Diaz
Created: Oct 10, 2025 • Closed: Oct 17, 2025
Completed with significant delays
Invoiced • 145 days old
🚨
Primary Delay 20.0 days stuck in "Billing Review"
⏱️
Total Delay 23.2 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
0.0d / 1.0d SLA
Assigned
0.0d / 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
Completed
0.0d / 1.0d SLA
Closed
3.3d / 1.0d SLA
Billing Review
20.0d / 2.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10/30/2025 DNakoff - Pending Ops feedback

10/22/25 Dpatton - Can we charge VM 5 hours travel? (Houston tech drove to Dallas)

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

🔧 Work Performed
Mounted Connex Spot Monitor vitals machine received back from depot repair and performed calibration check confirmation Asset: 13254075 Manufacturer: Welch Allyn Model: Connex Spot Monitor (73WE) Serial: 100031833021 Type: Vitals Monitor
🔍 Technician Findings
Normal equipment conditions
⚠️ Problem Description
'Rm #8- weighing scale needs to be recalibrated and vitals machine mounted to the wall. https://www.ebiotrack.com/workorder.php?wo=68853

Timeline

📞
Case Linked Oct 9, 3:09 PM
Case Number: 00534394
Subject: FW: New VillageMD Service Request Submitted Ticket: 17753
Status: Closed
📋
▶
4 Work Order Created Oct 10, 9:00 AM
Work Order Created → Status: Ready for Scheduling → Status: Assigned → Technician Assigned
📅
Status: Ready for Scheduling by Derek Reynolds
From: Entered
To: Ready for Scheduling
Duration in Previous: 1m
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2m
👷
Technician Assigned by Kaitlyn Kelch
Technician: a0h8Y00000JTAMGQA5, Arturo Diaz
🗓️
▶
2 Status: Scheduled Oct 10, 9:24 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-10-17T17:00:00.000+0000
⏳ 4.0 business days
⏱️
2x Labor Added Oct 16, 6:45 PM
Type: Labor, Travel
Status: Open
Qty: 5, 250
🚗
4x Travel Added Oct 17, 8:32 AM
Type: Travel, Expenses
Status: Open
Qty: 250, 1
🔧
▶
2 Status: Tech On Site Oct 17, 9:42 AM
Status: Tech On Site → 2x Labor Added
⏱️
2x Labor Added
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
✔️
▶
2 Status: Completed Oct 17, 5:55 PM
Status: Completed → Labor Added
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 6
🏁
Status: Closed by Arturo Diaz Oct 17, 6:06 PM
From: Completed
To: Closed
Duration in Previous: 10m
⏳ 3.7 business days
💵
Status: Billing Review by Diane Patton Oct 22, 10:25 AM
From: Closed
To: Billing Review
Duration in Previous: 4d 16h
🚨 20.0 business days
🏁
Status: Closed by Dylan Nakoff Nov 19, 2:16 PM
From: Billing Review
To: Closed
Duration in Previous: 28d 4h
📄
▶
2 Status: Ready to Bill Nov 19, 2:28 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🧾
Invoice Created Nov 20, 11:00 AM
Invoice Number: SM-246992

Bottlenecks

Scheduled
Duration: 5.0 business days (threshold: 2.0 business days)
Exceeded by 3.0 business days
Closed
Duration: 3.2 business days (threshold: 1.0 business days)
Exceeded by 2.2 business days
Billing Review
Duration: 20.0 business days (threshold: 2.0 business days)
Exceeded by 18.0 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 10, 9:00 AM
Invoice #
SM-246992

Work Details (9)

Name Type Status Qty Amount Date
WL-02973619 Labor Open 5 $242.76 Oct 16, 6:45 PM
WL-02973620 Travel Open 250 - Oct 16, 6:45 PM
WL-02974111 Travel Open 250 - Oct 17, 8:32 AM
WL-02974112 Expenses Open 1 $0.00 Oct 17, 8:32 AM
WL-02974113 Expenses Open 1 $0.00 Oct 17, 8:32 AM
WL-02974114 Expenses Open 1 $0.00 Oct 17, 8:32 AM
WL-02974192 Labor Open 1 $0.00 Oct 17, 9:47 AM
WL-02974193 Labor Open 1 $121.38 Oct 17, 9:47 AM
WL-02975416 Labor Open 6 $0.00 Oct 17, 5:58 PM

Details