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WO-01310089 ↗ 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 (3 biz days late)
Active: 6 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Oct 27, 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
3d
▶ Clock Running
Status: Scheduled
Oct 17 → Oct 22, 2025
3 business days (counted)
Running total: 3 of 3 biz days used
3d
▶ Clock Running
Status: Tech On Site
Oct 22 → Oct 27, 2025
3 business days (counted)
Running total: 6 of 3 biz days used
Created: Oct 17, 2025 Completed: Oct 27, 2025
Business Days Used 6 / 3
0 3d budget +3d over
Show SLA Clock Detail (5 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 22 Scheduled ▶ Running 3 3 / 3
Oct 22 → Oct 27 Tech On Site ▶ Running 3 6 / 3
Dispatch 0.0d
Coordinators 4.4d
Field Work 4.0d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
4.4 days
Over SLA
Field Work
4.0 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
⏱️
4.0d in Tech On Site Longest Stage
🔄
7 transitions Status Changes
⚠️
4.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
11 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00536244
HCP L2 Review
Closed
Tuttnauer 3870 EA Model 387EA S/N 2606777 N/B 135483 Auto clave not working properly, auto clave melting the packs of towels that we use for mohs.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Elena Munoz
Owner
Virtual Tech
Created
Oct 16, 2025
Work Orders from this Case (2)
WO-01310089 (current) Invoiced
Virtual Tech - Field Repair • Michael Russell
Created: Oct 17, 2025 • Closed: Oct 27, 2025
WO-01313241 Invoiced
Virtual Tech - Field Repair • Andrew Przybyla
Created: Nov 5, 2025 • Closed: Dec 10, 2025
Completed with minor delays
Invoiced • 138 days old
🚨
Primary Delay 4.0 days stuck in "Tech On Site"
⏱️
Total Delay 4.6 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
0.6d / 1.0d SLA
Assigned
0.2d / 0.5d SLA
Scheduled
3.6d / 2.0d SLA
Tech On Site
4.0d / 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-01310087

🔧 Work Performed
During a sterilization cycle, the internal chamber of the autoclave experienced an uncontrolled thermal event, resulting in the melting and combustion of plastic wrap material. cleaned water sensor
🔍 Technician Findings
auto cleave melting towels
⚠️ Problem Description
Tuttnauer 3870 EA Model 387EA S/N 2606777 N/B 135483 Auto clave not working properly, auto clave melting the packs of towels that we use for mohs. https://www.ebiotrack.com/workorder.php?wo=69031

Timeline

📞
Case Linked Oct 16, 3:45 PM
Case Number: 00536244
Subject: HCP L2 Review
Status: Closed
📋
▶
2 Work Order Created Oct 17, 8:28 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Wendy Argueta
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Status: Assigned Oct 17, 1:38 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Michael Burris
Technician: Michael Russell
🗓️
▶
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
💵
3x Expenses Added Oct 17, 4:29 PM
Type: Expenses
Status: Open
Qty: 1
⏳ 3.9 business days
🔧
Status: Tech On Site by Michael Russell Oct 22, 11:51 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 20h
⏳ 3.9 business days
⏱️
▶
2 8x Labor Added Oct 27, 7:29 AM
8x Labor Added → Status: Completed
✔️
Status: Completed by Michael Russell
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 4d 19h, 0m
📄
▶
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: 3.6 business days (threshold: 2.0 business days)
Exceeded by 1.6 business days
Tech On Site
Duration: 4.0 business days (threshold: 1.0 business days)
Exceeded by 3.0 business days

🔗 Related Artifacts

📞
Case 00536244
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, 8:28 AM
Invoice #
SM-244875

Work Details (11)

Name Type Status Qty Amount Date
WL-02975163 Expenses Open 1 $0.00 Oct 17, 4:29 PM
WL-02975164 Expenses Open 1 $0.00 Oct 17, 4:29 PM
WL-02975165 Expenses Open 1 $0.00 Oct 17, 4:29 PM
WL-02984981 Labor Open 1 $149.00 Oct 27, 7:29 AM
WL-02984982 Expenses Open 1 $0.00 Oct 27, 7:29 AM
WL-02984983 Expenses Open 1 $0.00 Oct 27, 7:29 AM
WL-02984984 Expenses Open 1 $0.00 Oct 27, 7:29 AM
WL-02984985 Expenses Open 1 $0.00 Oct 27, 7:29 AM
WL-02984986 Expenses Open 1 $0.00 Oct 27, 7:29 AM
WL-02984987 Expenses Open 1 $0.00 Oct 27, 7:29 AM
WL-02984988 Expenses Open 1 $0.00 Oct 27, 7:29 AM

Details