Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01309200 ↗ ServiceMax

Sono Bello • Virtual Tech - Field Repair • P3

📍 WI-Milwaukee — 245 South Executive Drive, Brookfield WI, 53005

Oct 14, 2025 → Jan 23, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Oct 17, 2025
✗ SLA Missed (10 biz days late)
Active: 13 biz days
Paused: 54 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Jan 23, 2026)
SLA Target
▶ Clock Running
Status: Created
Oct 14 → Oct 14, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
⏸48d
⏸ Clock Paused
Status: Awaiting Parts
Oct 14 → Dec 24, 2025
48 business days (not counted)
▶ Clock Running
Status: Reschedule
Dec 24 → Dec 26, 2025
1 business day (counted)
Running total: 1 of 3 biz days used
5d
▶ Clock Running
Status: Assigned
Dec 26 → Jan 5, 2026
5 business days (counted)
Running total: 6 of 3 biz days used
▶ Clock Running
Status: Entered
Jan 5 → Jan 5, 2026
0 business days (counted)
Running total: 6 of 3 biz days used
▶ Clock Running
Status: Reschedule
Jan 5 → Jan 5, 2026
0 business days (counted)
Running total: 6 of 3 biz days used
▶ Clock Running
Status: Assigned
Jan 5 → Jan 5, 2026
0 business days (counted)
Running total: 6 of 3 biz days used
▶ Clock Running
Status: Scheduled
Jan 5 → Jan 8, 2026
3 business days (counted)
Running total: 9 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Jan 8 → Jan 8, 2026
0 business days (counted)
Running total: 9 of 3 biz days used
▶ Clock Running
Status: Completed
Jan 8 → Jan 8, 2026
0 business days (counted)
Running total: 9 of 3 biz days used
▶ Clock Running
Status: Incomplete
Jan 8 → Jan 8, 2026
0 business days (counted)
Running total: 9 of 3 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Jan 8 → Jan 15, 2026
5 business days (not counted)
▶ Clock Running
Status: Reschedule
Jan 15 → Jan 15, 2026
0 business days (counted)
Running total: 9 of 3 biz days used
▶ Clock Running
Status: Entered
Jan 15 → Jan 15, 2026
0 business days (counted)
Running total: 9 of 3 biz days used
▶ Clock Running
Status: Assigned
Jan 15 → Jan 15, 2026
0 business days (counted)
Running total: 9 of 3 biz days used
▶ Clock Running
Status: Scheduled
Jan 15 → Jan 20, 2026
2 business days (counted)
Running total: 11 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Jan 20 → Jan 20, 2026
0 business days (counted)
Running total: 11 of 3 biz days used
▶ Clock Running
Status: Tech Off Site
Jan 20 → Jan 21, 2026
1 business day (counted)
Running total: 12 of 3 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Jan 21 → Jan 22, 2026
1 business day (not counted)
▶ Clock Running
Status: Ready for Scheduling
Jan 22 → Jan 22, 2026
0 business days (counted)
Running total: 12 of 3 biz days used
▶ Clock Running
Status: Entered
Jan 22 → Jan 22, 2026
0 business days (counted)
Running total: 12 of 3 biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 22 → Jan 23, 2026
1 business day (counted)
Running total: 13 of 3 biz days used
▶ Clock Running
Status: Assigned
Jan 23 → Jan 23, 2026
0 business days (counted)
Running total: 13 of 3 biz days used
Created: Oct 14, 2025 Completed: Jan 23, 2026
Business Days Used 13 / 3
0 3d budget +10d over
Show SLA Clock Detail (23 periods)
Period Status Clock Biz Days Running Total
Oct 14 → Oct 14 Created ▶ Running 0 0 / 3
Oct 14 → Dec 24 Awaiting Parts ⏸ Paused 48 —
Dec 24 → Dec 26 Reschedule ▶ Running 1 1 / 3
Dec 26 → Jan 5 Assigned ▶ Running 5 6 / 3
Jan 5 → Jan 5 Entered ▶ Running 0 6 / 3
Jan 5 → Jan 5 Reschedule ▶ Running 0 6 / 3
Jan 5 → Jan 5 Assigned ▶ Running 0 6 / 3
Jan 5 → Jan 8 Scheduled ▶ Running 3 9 / 3
Jan 8 → Jan 8 Tech On Site ▶ Running 0 9 / 3
Jan 8 → Jan 8 Completed ▶ Running 0 9 / 3
Jan 8 → Jan 8 Incomplete ▶ Running 0 9 / 3
Jan 8 → Jan 15 Awaiting Parts ⏸ Paused 5 —
Jan 15 → Jan 15 Reschedule ▶ Running 0 9 / 3
Jan 15 → Jan 15 Entered ▶ Running 0 9 / 3
Jan 15 → Jan 15 Assigned ▶ Running 0 9 / 3
Jan 15 → Jan 20 Scheduled ▶ Running 2 11 / 3
Jan 20 → Jan 20 Tech On Site ▶ Running 0 11 / 3
Jan 20 → Jan 21 Tech Off Site ▶ Running 1 12 / 3
Jan 21 → Jan 22 Awaiting Parts ⏸ Paused 1 —
Jan 22 → Jan 22 Ready for Scheduling ▶ Running 0 12 / 3
Jan 22 → Jan 22 Entered ▶ Running 0 12 / 3
Jan 22 → Jan 23 Ready for Scheduling ▶ Running 1 13 / 3
Jan 23 → Jan 23 Assigned ▶ Running 0 13 / 3
Dispatch 0.0d
Material Management 56.8d
Coordinators 15.0d
Field Work 1.7d
Incomplete 0.1d (excluded)
Billing 1.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
56.8 days
Over SLA
Coordinators
15.0 days
Over SLA
Field Work
1.7 days
Incomplete (excluded from total)
0.1 days
Billing
1.0 days
Created: Oct 14, 2025 Due: Jan 21, 2026 Completed: Jan 23, 2026 (1 days late)
📅
68.0 days Total Age
⏱️
49.0d in Awaiting Parts Longest Stage
🔄
26 transitions Status Changes
⚠️
57.9d over Total Delay
📦
4 orders, 0 quotes Parts & Quotes
📝
15 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits (3 reschedules)
2 on-site visits — follow-up trip required
👤 Self-scheduled by Jon Kuehl — scheduling delays attributed to technician, not coordinators
Visit 1 Jan 8, 2026
Visit 2 Jan 20, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00535142
Needs Quote
Closed
Follow up to WO-01295779 Inspection #: 29142 Asset ID: 12950294 Model: Midmark - 230-001 Notes: DAMAGED SHROUDS. MISSING 2ND LAYER (FROM THE BOTTOM), DAMAGED TOP 2 LAYERS OF THE SHROUD. TOP 3 SHELLS NEED REPLACED. BOTTOM LAYER (GRAY LAYER) IS INTACT. Noticeable physical damage on device
Priority
Standard
Origin
Email
Reason
New Case
Contact
Milwaukee Practice Manager
Owner
Virtual Tech
Created
Oct 13, 2025
Work Orders from this Case (1)
WO-01309200 (current) Invoiced
Virtual Tech - Field Repair • Jon Kuehl
Created: Oct 14, 2025 • Closed: Jan 23, 2026
Completed with significant delays
Invoiced • 141 days old
🚨
Primary Delay 49.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 57.9 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
56.8d / 3.0d SLA
Reschedule
1.9d / 2.0d SLA
Assigned
5.6d / 0.5d SLA
Scheduled
5.4d / 2.0d SLA
Tech On Site
0.5d / 1.0d SLA
Incomplete
0.1d
Tech Off Site
1.2d / 2.0d SLA
Ready for Scheduling
2.1d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
4.0d / 1.0d SLA
Billing Review
0.1d / 2.0d SLA
WO Correction Needed
0.9d
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
  • There is only 1 shroud kit to be charged. The other part order was for a new set of stickers for the top shroud. This is no charge, because Mid Mark put the sticker on the top shroud upside down.



1/22/2026 CRamen 1Z01E3E70390381458 No ETA listed yet


1/15/2026 CRamen assigning to JKuehl per LYoder in scheduling meeting


1/9/2026 Sramen - found that MHuffman marked this serviced in order to move to incomplete. Cleared the serviced date/time timestamp.

1/5/2026 CRamen spoke with Beth and she text GoGo and confirmed that parts were received and are in OR4 and scheduled for Thursday 1/8/2026 with tech arrival between 8-10am. 


1/5 KKelch- placed in R/S due to tech not being in the area anymore

12/26 KKelch called site to schedule for 12/30 between 1 and 3 pm. Left info. 

12/26/25 RBerry- Sent teams message to DCarvalho stating: David Carvalho WO-01309200- VT field repair due 12/30/25 in Brookfield, WI- Do you want me to ask if Andy can this to meet the SLA? 


12/26/25 RBerry- WO released to ASC by MM on 12/24/25. Parts delivered to site on 12/12/25. Updated due date.


12-10 DSR: Added Tracking Link for ASC:

https://www.ups.com/track?track=yes&trackNums=1ZE444250371531078&loc=en_US&requester=ST/




12/10 KHardison: No ETA. Updated due date.

Ship To Name: WI-Milwaukee Ship To Address: 245 South Executive Drive Ship To City/State: Brookfield, WI 53005 Waybill (Tracking #): 1ZE444250371531078 Carrier: UPS-Parcel-Ground LINE NO: 2.1 QTY: 1 ITEM: 002-0899-00 SERIAL #: DESCRIPTION: KIT, SHROUD ASSEMBLY, 230
🔧 Work Performed
1/8/2026 Mike Huffman. Arrived onsite. The exam table is in OR4 which is in use. I waited for OR4 to become vacant. There are no screws in the box. I called Midmark, provided serial number of the exam chair. The screws for the shroud are part number 040-0008-106 and are sold individually. I need 20 screws. Marking this work order follow up required, I need a minimum of 20 screws to install the shrouds. 1-20-26 JK Installed new shrouds. But top shroud had Ritter sticker upside down. I called MidMark and they are shipping a new stickers. 1-23-26 JK Spoke with Carrie and she said that I can close the WO out because they will be removing the incorrect mounted stickers and installing the new ones. MidMark gave the information yesterday on stickers were being shipped and not new shrouds. No charge to the customer.
🔍 Technician Findings
Shrouds are not installed. 1-20-26 JK Unit missing shrouds and bent,
⚠️ Problem Description
Follow up to WO-01295779 Inspection #: 29142 Asset ID: 12950294 Model: Midmark - 230-001 Notes: DAMAGED SHROUDS. MISSING 2ND LAYER (FROM THE BOTTOM), DAMAGED TOP 2 LAYERS OF THE SHROUD. TOP 3 SHELLS NEED REPLACED. BOTTOM LAYER (GRAY LAYER) IS INTACT. Noticeable physical damage on device https://www.ebiotrack.com/workorder.php?wo=68925

Timeline

📞
Case Linked Oct 13, 5:06 PM
Case Number: 00535142
Subject: Needs Quote
Status: Closed
📋
▶
3 Work Order Created Oct 14, 8:29 AM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00083483
Status: Closed
📦
Status: Awaiting Parts by Derek Reynolds
From: Entered
To: Awaiting Parts
Duration in Previous: 0m
🚨 49.0 business days
🔩
▶
2 2x Parts Added Dec 24, 2:41 PM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Keith Fricke
From: Awaiting Parts
To: Reschedule
Duration in Previous: 71d 7h
⏳ 2.0 business days
👷
▶
2 Technician Assigned Dec 26, 5:09 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Rhea Berry
From: Reschedule
To: Assigned
Duration in Previous: 2d 2h
👷
Technician Assigned by Kaitlyn Kelch Dec 26, 5:18 PM
Technician: Andrew Przybyla
⚠️ 5.8 business days
🆕
▶
2 Status: Entered Jan 5, 4:04 PM
Status: Entered → Status: Reschedule
🔄
Status: Reschedule by Kaitlyn Kelch
From: Entered
To: Reschedule
Duration in Previous: 1m
👷
▶
2 Technician Assigned Jan 5, 5:23 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Charles Ramen
From: Reschedule
To: Assigned
Duration in Previous: 1h 18m
🗓️
▶
2 Status: Scheduled Jan 5, 5:35 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2026-01-08T15:00:00.000+0000
⏳ 3.8 business days
🔧
Status: Tech On Site by MICHAEL HUFFMAN Jan 8, 9:35 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 16h
⏱️
▶
2 3x Labor Added Jan 8, 11:23 AM
3x Labor Added → Status: Completed
✔️
Status: Completed by MICHAEL HUFFMAN
From: Tech On Site, Completed
To: Completed, Incomplete
Duration in Previous: 1h 50m
📦
▶
2 Parts Requested Jan 8, 12:32 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Wendy Argueta
From: Incomplete
To: Awaiting Parts
Duration in Previous: 1h 5m
⚠️ 6.0 business days
🔩
▶
2 2x Parts Added Jan 15, 1:34 PM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Julie Ann Shoemaker
From: Awaiting Parts
To: Reschedule
Duration in Previous: 7d 1h
🆕
▶
2 Status: Entered Jan 15, 3:27 PM
Status: Entered → Technician Assigned
👷
Technician Assigned by Charles Ramen
Technician: a0h5A00000GzKACQA3, Jon Kuehl
📅
▶
2 Dispatch Scheduled Jan 15, 5:15 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Jonathan Kuehl
From: Assigned
To: Scheduled
Duration in Previous: 1h 47m
⏳ 1.8 business days
💵
2x Expenses Added Jan 19, 2:44 PM
Type: Expenses
Status: Open
Qty: 1
🔧
Status: Tech On Site by Jonathan Kuehl Jan 20, 9:21 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 16h
🚗
Status: Tech Off Site by Jonathan Kuehl Jan 20, 11:17 AM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 1h 55m
⏱️
3x Labor Added Jan 20, 9:03 PM
Type: Labor, Travel
Status: Open
Qty: 0.18333333333333, 1.9333333333333, 2
📦
▶
2 Parts Requested Jan 20, 9:14 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Jonathan Kuehl
From: Tech Off Site
To: Awaiting Parts
Duration in Previous: 9h 57m
⏳ 2.3 business days
📅
Status: Ready for Scheduling by MELISSA BARRETT Jan 22, 9:24 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 1d 12h
🔩
2x Parts Added Jan 22, 9:30 AM
Type: Parts, Expenses
Status: Open
Qty: 1
🆕
Status: Entered by Charles Ramen Jan 22, 10:02 AM
From: Ready for Scheduling, Entered
To: Entered, Ready for Scheduling
Duration in Previous: 38m, 0m
💵
Expenses Added Jan 23, 7:35 AM
Type: Expenses
Status: Open
Qty: 1
👷
▶
2 Technician Assigned Jan 23, 9:57 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Charles Ramen
From: Ready for Scheduling
To: Assigned
Duration in Previous: 23h 54m
✔️
▶
2 Status: Completed Jan 23, 10:45 AM
Status: Completed → Status: Closed
🏁
Status: Closed by Jonathan Kuehl
From: Completed
To: Closed
Duration in Previous: 3m
⏳ 3.0 business days
💵
Status: Billing Review by Diane Patton Jan 27, 2:10 PM
From: Closed
To: Billing Review
Duration in Previous: 4d 3h
✏️
Status: WO Correction Needed by Diane Patton Jan 27, 2:44 PM
From: Billing Review
To: WO Correction Needed
Duration in Previous: 33m
🏁
Status: Closed by Jonathan Kuehl Jan 27, 10:18 PM
From: WO Correction Needed
To: Closed
Duration in Previous: 7h 34m
📄
▶
2 Status: Ready to Bill Jan 28, 9:14 AM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
📦
▶
2 Parts Requested Jan 28, 11:23 AM
Parts Requested → Invoice Created
🧾
Invoice Created
Invoice Number: SM-252395

Bottlenecks

Awaiting Parts
Duration: 49.0 business days (threshold: 3.0 business days)
Exceeded by 46.0 business days
Assigned
Duration: 5.2 business days (threshold: 4.0 business hours)
Exceeded by 4.7 business days
Scheduled
Duration: 3.2 business days (threshold: 2.0 business days)
Exceeded by 1.2 business days
Awaiting Parts
Duration: 5.8 business days (threshold: 3.0 business days)
Exceeded by 2.8 business days
Scheduled
Duration: 2.2 business days (threshold: 2.0 business days)
Exceeded by 1.7 business hours
Ready for Scheduling
Duration: 2.0 business days (threshold: 1.0 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 00535142
Closed
📦
Parts Order 00083483
Closed
📦
Parts Order 00087882
Closed
📦
Parts Order 00088715
Closed
📦
Parts Order 00089170
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Jon Kuehl
Scheduled
N/A
Created
Oct 14, 8:29 AM
Invoice #
SM-252395

Work Details (15)

Name Type Status Qty Amount Date
WL-03047443 Parts Open 1 $0.00 Dec 24, 2:41 PM
WL-03047444 Expenses Open 1 $0.00 Dec 24, 2:41 PM
WL-03057418 Labor Open 2.5 $297.50 Jan 8, 11:23 AM
WL-03057419 Labor Open 2 $238.00 Jan 8, 11:23 AM
WL-03057420 Travel Open 120 - Jan 8, 11:23 AM
WL-03066375 Parts Open 20 $21.60 Jan 15, 1:34 PM
WL-03066376 Expenses Open 1 $0.00 Jan 15, 1:34 PM
WL-03070568 Expenses Open 1 $0.00 Jan 19, 2:44 PM
WL-03070569 Expenses Open 1 $0.00 Jan 19, 2:44 PM
WL-03072670 Labor Open 0.18333333333333 $29.75 Jan 20, 9:03 PM
WL-03072671 Labor Open 1.9333333333333 $238.00 Jan 20, 9:03 PM
WL-03072672 Travel Open 2 - Jan 20, 9:03 PM
WL-03074734 Parts Open 1 $1,297.35 Jan 22, 9:30 AM
WL-03074735 Expenses Open 1 $23.90 Jan 22, 9:30 AM
WL-03076291 Expenses Open 1 $0.00 Jan 23, 7:35 AM

Details