Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01308837 ↗ ServiceMax

CenterWell (Humana) • Virtual Tech - Field Repair • P3

📍 CenterWell - Las Vegas #06066 — 2601 N Tenaya Way, Las Vegas NV, 89128

Oct 10, 2025 → Oct 15, 2025

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Oct 16, 2025
✓ SLA Met (1 biz days early)
Active: 2 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Oct 15, 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
0d
▶ Clock Running
Status: Assigned
Oct 10 → Oct 13, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
2d
▶ Clock Running
Status: Scheduled
Oct 13 → Oct 15, 2025
2 business days (counted)
Running total: 2 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Oct 15 → Oct 15, 2025
0 business days (counted)
Running total: 2 of 3 biz days used
Created: Oct 10, 2025 Completed: Oct 15, 2025
Business Days Used 2 / 3
0 3d budget
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 13 Assigned ▶ Running 0 0 / 3
Oct 13 → Oct 15 Scheduled ▶ Running 2 2 / 3
Oct 15 → Oct 15 Tech On Site ▶ Running 0 2 / 3
Dispatch 0.0d
Coordinators 2.8d
Field Work 0.9d
Billing 0.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
2.8 days
Over SLA
Field Work
0.9 days
Billing
0.0 days
Created: Oct 10, 2025 Due: Oct 15, 2025 Completed: Oct 16, 2025 (on time)
📅
2.8 days Total Age
⏱️
3.0d in Closed Longest Stage
🔄
8 transitions Status Changes
⚠️
2.1d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
4 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00534644
EKG Full Functional Testing
Closed
Full functional testing on EKG and doucment results and review with on-site staff. Model: Edan Instruments - SE-1200 Express Model Type: EKG Custom Field: Notes: Asset ID: 6155717 Site: CenterWell (Humana) - CenterWell - Las Vegas #06066 Department: OFFICEDepreciation Start Date:Physical Location: OFFICEDepreciation Term: yrsSerial #: 5600232-WH068400136
Priority
High
Origin
Phone
Reason
New Case
Contact
Kim Logan
Owner
Derek Reynolds
Created
Oct 10, 2025
Work Orders from this Case (1)
WO-01308837 (current) Invoiced
Virtual Tech - Field Repair • Michael Russell
Created: Oct 10, 2025 • Closed: Oct 15, 2025
Completed with minor delays
Invoiced • 145 days old
🚨
Primary Delay 3.0 days stuck in "Closed"
⏱️
Total Delay 2.1 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
0.2d / 1.0d SLA
Assigned
0.6d / 0.5d SLA
Scheduled
2.0d / 2.0d SLA
Tech On Site
0.9d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10-13 Mburris called site set appt with Kim

🔧 Work Performed
adjusted paper loading. switch mode to AUTO
🔍 Technician Findings
SE-1200 paper was printing to next sheet. Incorrect paper loading can prevent the printer from detecting the sheet break.
⚠️ Problem Description
Full functional testing on EKG and doucment results and review with on-site staff. Model: Edan Instruments - SE-1200 Express Model Type: EKG Custom Field: Notes: Asset ID: 6155717 Site: CenterWell (Humana) - CenterWell - Las Vegas #06066 Department: OFFICEDepreciation Start Date:Physical Location: OFFICEDepreciation Term: yrsSerial #: 5600232-WH068400136 https://www.ebiotrack.com/workorder.php?wo=68869

Timeline

📞
▶
3 Case Linked Oct 10, 1:27 PM
Case Linked → Work Order Created → Status: Ready for Scheduling
📋
Work Order Created
Work Order: WO-01308837
Type: Virtual Tech - Field Repair
Priority: P3
📅
Status: Ready for Scheduling by Derek Reynolds
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Technician Assigned Oct 10, 3:24 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1h 55m
⏳ 1.0 business days
👷
▶
3 Technician Assigned Oct 13, 3:26 PM
Technician Assigned → Status: Scheduled → Dispatch Scheduled
🗓️
Status: Scheduled by Michael Burris
From: Assigned
To: Scheduled
Duration in Previous: 3d 0h
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-10-15T16:00:00.000+0000
⏳ 2.0 business days
🔧
Status: Tech On Site by Michael Russell Oct 15, 12:45 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 21h
⏱️
2x Labor Added Oct 15, 3:22 PM
Type: Labor
Status: Open
Qty: 1, 3
🚗
▶
2 2x Travel Added Oct 15, 7:51 PM
2x Travel Added → Status: Completed
✔️
Status: Completed by Michael Russell
From: Tech On Site
To: Completed
Duration in Previous: 7h 6m
🏁
Status: Closed by Michael Russell Oct 15, 8:10 PM
From: Completed
To: Closed
Duration in Previous: 18m
⏳ 3.5 business days
📄
▶
2 Status: Ready to Bill Oct 20, 11:27 AM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⏳ 2.0 business days
🧾
Invoice Created Oct 21, 3:07 PM
Invoice Number: SM-244133

Bottlenecks

Assigned
Duration: 4.6 business hours (threshold: 4.0 business hours)
Exceeded by 0.6 business hours
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00534644
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Michael Russell
Scheduled
Oct 15, 12:00 PM
Created
Oct 10, 1:28 PM
Invoice #
SM-244133

Work Details (4)

Name Type Status Qty Amount Date
WL-02971727 Labor Open 1 $119.00 Oct 15, 3:22 PM
WL-02971728 Labor Open 3 $357.00 Oct 15, 3:22 PM
WL-02972099 Travel Open 25 - Oct 15, 7:51 PM
WL-02972100 Travel Open 25 - Oct 15, 7:51 PM

Details