Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01309867 ↗ ServiceMax

BURTON MEDICAL • Repair • P3

📍 Inovia Vein NW Portland — 911 NW 18th Ave, Portland OR, 97209

Oct 15, 2025 → Nov 24, 2025

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Oct 20, 2025
✗ SLA Missed (13 biz days late)
Active: 16 biz days
Paused: 11 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Nov 24, 2025)
🏭 Customer Supplied Parts (1)
SLA Target
▶ Clock Running
Status: Created
Oct 15 → Oct 15, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Ready for Scheduling
Oct 15 → Oct 15, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
3d
▶ Clock Running
Status: Assigned
Oct 15 → Oct 20, 2025
3 business days (counted)
Running total: 3 of 3 biz days used
▶ Clock Running
Status: Scheduled
Oct 20 → Oct 20, 2025
0 business days (counted)
Running total: 3 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Oct 20 → Oct 21, 2025
1 business day (counted)
Running total: 4 of 3 biz days used
⏸10d
⏸ Clock Paused
Status: Awaiting Parts
Oct 21 → Nov 4, 2025
10 business days (not counted)
▶ Clock Running
Status: Reschedule
Nov 4 → Nov 4, 2025
0 business days (counted)
Running total: 4 of 3 biz days used
▶ Clock Running
Status: On Hold
Nov 4 → Nov 4, 2025
0 business days (counted)
Running total: 4 of 3 biz days used
▶ Clock Running
Status: Completed
Nov 4 → Nov 4, 2025
0 business days (counted)
Running total: 4 of 3 biz days used
4d
▶ Clock Running
Status: Closed
Nov 4 → Nov 11, 2025
4 business days (counted)
Running total: 8 of 3 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Nov 11 → Nov 12, 2025
1 business day (not counted)
8d
▶ Clock Running
Status: Reschedule
Nov 12 → Nov 24, 2025
8 business days (counted)
Running total: 16 of 3 biz days used
▶ Clock Running
Status: Entered
Nov 24 → Nov 24, 2025
0 business days (counted)
Running total: 16 of 3 biz days used
▶ Clock Running
Status: Assigned
Nov 24 → Nov 24, 2025
0 business days (counted)
Running total: 16 of 3 biz days used
Created: Oct 15, 2025 Completed: Nov 24, 2025
Business Days Used 16 / 3
0 3d budget +13d over
Show SLA Clock Detail (14 periods)
Period Status Clock Biz Days Running Total
Oct 15 → Oct 15 Created ▶ Running 0 0 / 3
Oct 15 → Oct 15 Ready for Scheduling ▶ Running 0 0 / 3
Oct 15 → Oct 20 Assigned ▶ Running 3 3 / 3
Oct 20 → Oct 20 Scheduled ▶ Running 0 3 / 3
Oct 20 → Oct 21 Tech On Site ▶ Running 1 4 / 3
Oct 21 → Nov 4 Awaiting Parts ⏸ Paused 10 —
Nov 4 → Nov 4 Reschedule ▶ Running 0 4 / 3
Nov 4 → Nov 4 On Hold ▶ Running 0 4 / 3
Nov 4 → Nov 4 Completed ▶ Running 0 4 / 3
Nov 4 → Nov 11 Closed ▶ Running 4 8 / 3
Nov 11 → Nov 12 Awaiting Parts ⏸ Paused 1 —
Nov 12 → Nov 24 Reschedule ▶ Running 8 16 / 3
Nov 24 → Nov 24 Entered ▶ Running 0 16 / 3
Nov 24 → Nov 24 Assigned ▶ Running 0 16 / 3
Dispatch 0.0d
Material Management 12.0d
Holding 0.1d (excluded)
Coordinators 12.8d
Field Work 1.2d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
12.0 days
Over SLA
Holding (excluded from total)
0.1 days
Coordinators
12.8 days
Over SLA
Field Work
1.2 days
Over SLA
Billing
0.0 days
Created: Oct 15, 2025 Due: Nov 26, 2025 Completed: Nov 24, 2025 (2 days early)
📅
27.4 days Total Age
⏱️
11.0d in Awaiting Parts Longest Stage
🔄
15 transitions Status Changes
⚠️
22.1d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
2 visits On-Site Trips
📋
Coordinator Scheduling
🔄
2 On-Site Visits (2 reschedules)
2 on-site visits — follow-up trip required
Visit 1 Oct 20, 2025
Visit 2 Nov 7, 2025

AI Analysis

Powered by OpenAI
Generating AI analysis...
Completed with significant delays
Invoiced • 140 days old
🚨
Primary Delay 11.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 22.1 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
0.1d / 1.0d SLA
Assigned
3.4d / 0.5d SLA
Scheduled
0.3d / 2.0d SLA
Tech On Site
1.2d / 1.0d SLA
Awaiting Parts
12.0d / 3.0d SLA
Reschedule
9.0d / 2.0d SLA
On Hold
0.1d
Completed
0.0d / 1.0d SLA
Closed
5.4d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11-24 Mburris called spoke with POC Audrey she advised light is to costly to fix and her team will just zip tie

11/18/2025 LHill-I see note on WO-01312661. 11/18 JJohnson sent chatter: @Kwame Cobb​ @Nicholas Willick​ Pls follow up with Burton Medical on parts. cc: @Laura Hill​ 


11/14/2025 LHill-rec'd chatter from Nicholas Willick- according to Hannah Shaw and Rhonnie Moore, this needed to be changed, it is listed below.


11/14/2025 LHill-sent chatter to @[Nicholas Willick]​ I was looking at this WO and I see that it was closed out but back in reschedule status. Are parts required for tech to go back onsite or does he just need to go onsite to troubleshoot?


11.11.25 hshaw - moved WO to awaiting parts, Burton requires WO is completed.

11/4: Client put in replacement part and light is not working. Need a return trip.

10/21 JJ: Ed with Burton Medical informed that client will put in new part. Close work order and bill for work performed

10-20 JMorris: Ed with Burton is ordering a new brass lock collar. Unknown at this time if customer will repair or will request us out. Ed requested we leave it open for a couple of days to determine.

10-20 Mburris called spoke with Audrey and set appt for 2pm 

10-17 Mburris email sent to POC

10-17 Mburris LM on Vmail 

10-16 Mburris email sent to POC

10-15 Mburris email sent to POC

🔧 Work Performed
Verified incoming power. Verified power to foot switch. Verified power to transformer. Verified fuses good. Verified power post transformer. No power to head. Found head harness unplugged at arm connection. Missing brass lock collar. Ed from Burton is ordering. 11-24 Mburris called spoke with POC Audrey she advised light is to costly to fix and her team will just zip tie
🔍 Technician Findings
Brass lock pin not present in light head which allowed head to be pulled out enough that unplugged harness.
⚠️ Problem Description
Troubleshoot and repair. Client put in replacement part and light is not working
📄 Description
Burton Medical AIM LED (Series) Surgical LED Light (ALEDW, ALEDFL, ALEDSC, ALEDDC)

Timeline

📋
▶
2 Work Order Created Oct 15, 4:32 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Technician Assigned Oct 15, 5:07 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 34m
⏳ 3.9 business days
🗓️
▶
2 Status: Scheduled Oct 20, 12:50 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-10-20T21:00:00.000+0000
🔧
Status: Tech On Site by Jason Morris Oct 20, 3:26 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 2h 36m
⏱️
4x Labor Added Oct 20, 5:10 PM
Type: Labor, Travel
Status: Open
Qty: 2.5, 1, 49
⏱️
▶
3 Labor Added Oct 21, 1:12 AM
Labor Added → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00083881
Status: Closed
📦
Status: Awaiting Parts by Jason Morris
From: Tech On Site
To: Awaiting Parts
Duration in Previous: 9h 50m
🚨 11.0 business days
🔄
▶
2 Status: Reschedule Nov 4, 10:34 AM
Status: Reschedule → Status: On Hold
⏸️
Status: On Hold by Michael Burris
From: Reschedule
To: On Hold
Duration in Previous: 1m
✔️
Status: Completed by Nicholas Willick Nov 4, 11:06 AM
From: On Hold
To: Completed
Duration in Previous: 30m
🏁
Status: Closed by Nicholas Willick Nov 4, 11:13 AM
From: Completed
To: Closed
Duration in Previous: 6m
⚠️ 5.0 business days
📦
Status: Awaiting Parts by Hannah Shaw Nov 11, 1:06 PM
From: Closed
To: Awaiting Parts
Duration in Previous: 7d 1h
🔄
Status: Reschedule by Rhonnie Reeves Nov 12, 8:59 AM
From: Awaiting Parts
To: Reschedule
Duration in Previous: 19h 52m
⚠️ 9.0 business days
🆕
▶
2 Status: Entered Nov 24, 2:15 PM
Status: Entered → Technician Assigned
👷
Technician Assigned by Michael Burris
Technician: Kwame Cobb
⏱️
▶
2 Labor Added Nov 24, 2:25 PM
Labor Added → Status: Completed
✔️
Status: Completed by Kwame Cobb
From: Assigned, Completed
To: Completed, Closed
Duration in Previous: 10m
📄
▶
2 Status: Ready to Bill Nov 24, 5:38 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
⚠️ 8.8 business days
🧾
Invoice Created Dec 8, 5:13 PM
Invoice Number: 247470

Bottlenecks

Assigned
Duration: 3.4 business days (threshold: 4.0 business hours)
Exceeded by 2.9 business days
Tech On Site
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.8 business hours
Awaiting Parts
Duration: 11.0 business days (threshold: 3.0 business days)
Exceeded by 8.0 business days
Closed
Duration: 5.0 business days (threshold: 1.0 business days)
Exceeded by 4.0 business days
Reschedule
Duration: 9.0 business days (threshold: 2.0 business days)
Exceeded by 7.0 business days

🔗 Related Artifacts

📦
Parts Order 00083881
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Repair
Branch
N/A
Technician
Kwame Cobb
Scheduled
N/A
Created
Oct 15, 4:32 PM
Invoice #
247470

Work Details (6)

Name Type Status Qty Amount Date
WL-02977398 Labor Open 2.5 $287.50 Oct 20, 5:10 PM
WL-02977399 Labor Open 1 $120.00 Oct 20, 5:10 PM
WL-02977400 Travel Open 49 $0.00 Oct 20, 5:10 PM
WL-02977401 Travel Open 49 $0.00 Oct 20, 5:10 PM
WL-02978002 Labor Open 2 $230.00 Oct 21, 1:12 AM
WL-03018663 Labor Open 0.5 $60.00 Nov 24, 2:25 PM

Details