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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01310121 ↗ ServiceMax

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

📍 CenterWell - South Rainbow (PIPC) — 915 South Rainbow Boulevard, Las Vegas NV, 89145

Oct 17, 2025 → Oct 28, 2025

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Oct 22, 2025
✗ SLA Missed (1 biz days late)
Active: 4 biz days
Paused: 3 biz days
Budget: 3 biz days
🕐 Clock stopped: Tech Off Site (Oct 28, 2025)
SLA Target
▶ Clock Running
Status: Created
Oct 17 → Oct 17, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
⏸3d
⏸ Clock Paused
Status: Awaiting Parts
Oct 17 → Oct 22, 2025
3 business days (not counted)
▶ Clock Running
Status: Reschedule
Oct 22 → Oct 22, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Assigned
Oct 22 → Oct 22, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
4d
▶ Clock Running
Status: Scheduled
Oct 22 → Oct 28, 2025
4 business days (counted)
Running total: 4 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Oct 28 → Oct 28, 2025
0 business days (counted)
Running total: 4 of 3 biz days used
Created: Oct 17, 2025 Tech Off Site: Oct 28, 2025
Business Days Used 4 / 3
0 3d budget +1d over
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Oct 17 → Oct 17 Created ▶ Running 0 0 / 3
Oct 17 → Oct 22 Awaiting Parts ⏸ Paused 3 —
Oct 22 → Oct 22 Reschedule ▶ Running 0 0 / 3
Oct 22 → Oct 22 Assigned ▶ Running 0 0 / 3
Oct 22 → Oct 28 Scheduled ▶ Running 4 4 / 3
Oct 28 → Oct 28 Tech On Site ▶ Running 0 4 / 3
Dispatch 0.0d
Material Management 4.0d
Coordinators 4.7d
Field Work 0.9d
Billing 9.5d
✗ SLA Missed
Dispatch
0.0 days
Material Management
4.0 days
Over SLA
Coordinators
4.7 days
Over SLA
Field Work
0.9 days
Billing
9.5 days
Created: Oct 17, 2025 Due: Oct 29, 2025 Completed: Oct 29, 2025 (on time)
📅
8.0 days Total Age
⏱️
8.0d in WO Correction Needed Longest Stage
🔄
15 transitions Status Changes
⚠️
3.7d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00536117
HCP L2 Review
Closed
Asset #: PROBP3400 Series Asset ID: 6281390 Manufacturer: WelchAllyn Model #: GTIN (01)00732094236873 Serial #: (21)100033311522 One of our Vital’s cart/BP machine is not working properly. Its fully charged.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Marisela Williams
Owner
Virtual Tech
Created
Oct 16, 2025
Work Orders from this Case (1)
WO-01310121 (current) Invoiced
Virtual Tech - Field Repair • Michael Russell
Created: Oct 17, 2025 • Closed: Oct 28, 2025
Completed with minor delays
Invoiced • 138 days old
🚨
Primary Delay 8.0 days stuck in "WO Correction Needed"
⏱️
Total Delay 3.7 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
4.0d / 3.0d SLA
Reschedule
0.0d / 2.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
4.7d / 2.0d SLA
Tech On Site
0.5d / 1.0d SLA
Tech Off Site
0.4d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.1d / 1.0d SLA
Billing Review
1.5d / 2.0d SLA
WO Correction Needed
8.0d
Ready to Bill
0.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10/22/2025 Sramen - updated due date and removed delay code. Sent teams message in pod chat because this is scheduled for tomorrow but parts are shipping today.


10-22 Mburris called site and set appt with POC Marisela

🔧 Work Performed
The blood pressure monitoring device was tested and validated using the SimCube. A four-cycle testing protocol was executed, and each reading was successfully verified to correlate precisely with the expected parameters established by the SimCube.
🔍 Technician Findings
SN: 21100033311522 Client informed BP takes a long to time to start up.
⚠️ Problem Description
Asset #: PROBP3400 Series Asset ID: 6281390 Manufacturer: WelchAllyn Model #: GTIN (01)00732094236873 Serial #: (21)100033311522 One of our Vital’s cart/BP machine is not working properly. Its fully charged. https://www.ebiotrack.com/workorder.php?wo=69039

Timeline

📞
Case Linked Oct 16, 11:42 AM
Case Number: 00536117
Subject: HCP L2 Review
Status: Closed
📋
▶
3 Work Order Created Oct 17, 10:57 AM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00083744
Status: Closed
📦
Status: Awaiting Parts by Wendy Argueta
From: Entered
To: Awaiting Parts
Duration in Previous: 0m
⏳ 4.0 business days
💵
▶
2 Expenses Added Oct 22, 2:04 PM
Expenses Added → Status: Reschedule
🔄
Status: Reschedule by Keith Canterbury
From: Awaiting Parts
To: Reschedule
Duration in Previous: 5d 3h
👷
▶
4 Technician Assigned Oct 22, 2:21 PM
Technician Assigned → Status: Assigned → Status: Scheduled → Dispatch Scheduled
👷
Status: Assigned by Michael Burris
From: Reschedule
To: Assigned
Duration in Previous: 17m
🗓️
Status: Scheduled by Michael Burris
From: Assigned
To: Scheduled
Duration in Previous: 3m
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-10-23T16:00:00.000+0000
📅
Dispatch Scheduled by Michael Burris Oct 22, 5:27 PM
Scheduled For: 2025-10-29T16:00:00.000+0000
⏳ 3.8 business days
📅
Dispatch Scheduled by Michael Burris Oct 27, 2:51 PM
Scheduled For: 2025-10-28T16:00:00.000+0000
🔧
Status: Tech On Site by Michael Russell Oct 28, 1:04 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 22h
🚗
▶
2 Status: Tech Off Site Oct 28, 4:49 PM
Status: Tech Off Site → 3x Travel Added
🚗
3x Travel Added
Type: Travel, Labor
Status: Open
Qty: 20, 1, 3
⏱️
▶
2 2x Labor Added Oct 28, 7:47 PM
2x Labor Added → Status: Completed
✔️
Status: Completed by Michael Russell
From: Tech Off Site
To: Completed
Duration in Previous: 3h 1m
🏁
Status: Closed by Michael Russell Oct 28, 8:00 PM
From: Completed
To: Closed
Duration in Previous: 10m
💵
Status: Billing Review by Diane Patton Oct 29, 4:19 PM
From: Closed
To: Billing Review
Duration in Previous: 20h 18m
🏁
Status: Closed by Dylan Nakoff Oct 30, 9:59 AM
From: Billing Review
To: Closed
Duration in Previous: 17h 40m
✏️
Status: WO Correction Needed by Diane Patton Oct 30, 10:42 AM
From: Closed
To: WO Correction Needed
Duration in Previous: 43m
⚠️ 8.0 business days
🏁
Status: Closed by Michael Russell Nov 11, 10:23 AM
From: WO Correction Needed
To: Closed
Duration in Previous: 12d 0h
⏳ 1.0 business days
📄
▶
3 Status: Ready to Bill Nov 12, 2:14 PM
Status: Ready to Bill → Status: Invoice Pending → Status: Invoiced
📨
Status: Invoice Pending by Diane Patton
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 1m
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🧾
Invoice Created Nov 13, 10:47 AM
Invoice Number: SM-246330

Bottlenecks

Awaiting Parts
Duration: 4.0 business days (threshold: 3.0 business days)
Exceeded by 1.0 business days
Scheduled
Duration: 4.7 business days (threshold: 2.0 business days)
Exceeded by 2.7 business days

🔗 Related Artifacts

📞
Case 00536117
Closed
📦
Parts Order 00083744
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Michael Russell
Scheduled
Oct 28, 12:00 PM
Created
Oct 17, 10:57 AM
Invoice #
SM-246330

Work Details (6)

Name Type Status Qty Amount Date
WL-02980023 Expenses Open 1 $0.00 Oct 22, 2:04 PM
WL-02986881 Travel Open 20 - Oct 28, 4:52 PM
WL-02986882 Labor Open 1 $119.00 Oct 28, 4:52 PM
WL-02986883 Labor Open 3 $357.00 Oct 28, 4:52 PM
WL-02987256 Labor Open 0.25 $29.75 Oct 28, 7:47 PM
WL-02987257 Travel Open 2 - Oct 28, 7:47 PM

Details