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WO-01310087 ↗ ServiceMax

Advanced Dermatology and Cosmetic Surgery (ADCS) • Virtual Tech - Field Repair • P3

📍 ADCS - 406 - Aurora — 13701 E Mississippi Ave, Suite 320, Aurora CO, 80012

Oct 17, 2025 → Oct 27, 2025

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Oct 22, 2025
✗ SLA Missed (2 biz days late)
Active: 5 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Oct 24, 2025)
SLA Target
▶ Clock Running
Status: Created
Oct 17 → Oct 17, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Ready for Scheduling
Oct 17 → Oct 17, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Assigned
Oct 17 → Oct 17, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
5d
▶ Clock Running
Status: Scheduled
Oct 17 → Oct 24, 2025
5 business days (counted)
Running total: 5 of 3 biz days used
Created: Oct 17, 2025 Completed: Oct 24, 2025
Business Days Used 5 / 3
0 3d budget +2d over
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Oct 17 → Oct 17 Created ▶ Running 0 0 / 3
Oct 17 → Oct 17 Ready for Scheduling ▶ Running 0 0 / 3
Oct 17 → Oct 17 Assigned ▶ Running 0 0 / 3
Oct 17 → Oct 24 Scheduled ▶ Running 5 5 / 3
Dispatch 0.0d
Coordinators 6.5d
Field Work 1.9d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
6.5 days
Over SLA
Field Work
1.9 days
Over SLA
Billing
0.0 days
Created: Oct 17, 2025 Due: Oct 22, 2025 Completed: Oct 27, 2025 (4 days late)
📅
7.0 days Total Age
⏱️
5.6d in Scheduled Longest Stage
🔄
7 transitions Status Changes
⚠️
4.4d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00536241
HCP L2 Review
Closed
Please send a tech to service a light that is not working. Burton Model # 0990020 serial #N03892
Priority
Standard
Origin
Email
Reason
New Case
Contact
Elena Munoz
Owner
Kimberly Hardison
Created
Oct 16, 2025
Work Orders from this Case (1)
WO-01310087 (current) Invoiced
Virtual Tech - Field Repair • Michael Russell
Created: Oct 17, 2025 • Closed: Oct 27, 2025
Completed with minor delays
Invoiced • 138 days old
🚨
Primary Delay 5.6 days stuck in "Scheduled"
⏱️
Total Delay 4.4 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
0.7d / 1.0d SLA
Assigned
0.2d / 0.5d SLA
Scheduled
5.6d / 2.0d SLA
Completed
1.9d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10-17 Mburris CB from POC Elena Munoz and set appt 10-21

10-17 Mburris email sent to POC looking for 10-21

10-17 Mburris called site LM on Vmail WO-01310089

🔧 Work Performed
This structural damage requires repair or replacement of the head assembly to restore full functionality and usability.
🔍 Technician Findings
The light source remains functional, but the lamp head piece has detached.
⚠️ Problem Description
Please send a tech to service a light that is not working. Burton Model # 0990020 serial #N03892 https://www.ebiotrack.com/workorder.php?wo=69029

Timeline

📞
Case Linked Oct 16, 3:36 PM
Case Number: 00536241
Subject: HCP L2 Review
Status: Closed
📋
▶
2 Work Order Created Oct 17, 8:17 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Derek Reynolds
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Technician Assigned Oct 17, 1:37 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 5h 20m
🗓️
▶
2 Status: Scheduled Oct 17, 3:16 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-10-21T15:00:00.000+0000
⚠️ 6.0 business days
⏱️
▶
2 5x Labor Added Oct 24, 1:09 PM
5x Labor Added → Status: Completed
✔️
Status: Completed by Michael Russell
From: Scheduled
To: Completed
Duration in Previous: 6d 21h
⏳ 1.9 business days
🏁
Status: Closed by Michael Russell Oct 27, 7:06 AM
From: Completed
To: Closed
Duration in Previous: 2d 17h
📄
▶
2 Status: Ready to Bill Oct 27, 6:04 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
⏳ 3.7 business days
🧾
Invoice Created Oct 30, 11:56 AM
Invoice Number: SM-244875

Bottlenecks

Scheduled
Duration: 5.6 business days (threshold: 2.0 business days)
Exceeded by 3.6 business days
Completed
Duration: 1.9 business days (threshold: 1.0 business days)
Exceeded by 6.8 business hours

🔗 Related Artifacts

📞
Case 00536241
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Michael Russell
Scheduled
Oct 21, 11:00 AM
Created
Oct 17, 8:17 AM
Invoice #
SM-244875

Work Details (5)

Name Type Status Qty Amount Date
WL-02983243 Labor Open 0.5 $45.50 Oct 24, 1:09 PM
WL-02983244 Labor Open 1 $149.00 Oct 24, 1:09 PM
WL-02983245 Labor Open 0.5 $45.50 Oct 24, 1:09 PM
WL-02983246 Travel Open 9 - Oct 24, 1:09 PM
WL-02983247 Travel Open 9 - Oct 24, 1:09 PM

Details