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WO-01310357 ↗ ServiceMax

VillageMD • Misc. Inspection • P5

📍 VM Oro Valley - (AZ48-C04103) — 10405 La Canada Dr, Tuscon AZ, 85710

Oct 20, 2025 → Nov 12, 2025

✅ Completed
P5
SLA Clock
5 business days from creation · Target: Oct 27, 2025
✗ SLA Missed (11 biz days late)
Active: 16 biz days
Budget: 5 biz days
🕐 Clock stopped: Completed (Nov 12, 2025)
SLA Target
▶ Clock Running
Status: Created
Oct 20 → Oct 20, 2025
0 business days (counted)
Running total: 0 of 5 biz days used
▶ Clock Running
Status: Ready for Scheduling
Oct 20 → Oct 20, 2025
0 business days (counted)
Running total: 0 of 5 biz days used
▶ Clock Running
Status: Assigned
Oct 20 → Oct 20, 2025
0 business days (counted)
Running total: 0 of 5 biz days used
▶ Clock Running
Status: Scheduled
Oct 20 → Oct 20, 2025
0 business days (counted)
Running total: 0 of 5 biz days used
▶ Clock Running
Status: Tech On Site
Oct 20 → Oct 20, 2025
0 business days (counted)
Running total: 0 of 5 biz days used
▶ Clock Running
Status: Completed
Oct 20 → Oct 20, 2025
0 business days (counted)
Running total: 0 of 5 biz days used
▶ Clock Running
Status: Reschedule
Oct 20 → Oct 21, 2025
1 business day (counted)
Running total: 1 of 5 biz days used
14d
▶ Clock Running
Status: Scheduled
Oct 21 → Nov 11, 2025
14 business days (counted)
Running total: 15 of 5 biz days used
▶ Clock Running
Status: Tech On Site
Nov 11 → Nov 11, 2025
0 business days (counted)
Running total: 15 of 5 biz days used
▶ Clock Running
Status: Scheduled
Nov 11 → Nov 12, 2025
1 business day (counted)
Running total: 16 of 5 biz days used
▶ Clock Running
Status: Tech On Site
Nov 12 → Nov 12, 2025
0 business days (counted)
Running total: 16 of 5 biz days used
Created: Oct 20, 2025 Completed: Nov 12, 2025
Business Days Used 16 / 5
0 5d budget +11d over
Show SLA Clock Detail (11 periods)
Period Status Clock Biz Days Running Total
Oct 20 → Oct 20 Created ▶ Running 0 0 / 5
Oct 20 → Oct 20 Ready for Scheduling ▶ Running 0 0 / 5
Oct 20 → Oct 20 Assigned ▶ Running 0 0 / 5
Oct 20 → Oct 20 Scheduled ▶ Running 0 0 / 5
Oct 20 → Oct 20 Tech On Site ▶ Running 0 0 / 5
Oct 20 → Oct 20 Completed ▶ Running 0 0 / 5
Oct 20 → Oct 21 Reschedule ▶ Running 1 1 / 5
Oct 21 → Nov 11 Scheduled ▶ Running 14 15 / 5
Nov 11 → Nov 11 Tech On Site ▶ Running 0 15 / 5
Nov 11 → Nov 12 Scheduled ▶ Running 1 16 / 5
Nov 12 → Nov 12 Tech On Site ▶ Running 0 16 / 5
Dispatch 0.0d
Coordinators 17.6d
Field Work 0.2d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
17.6 days
Over SLA
Field Work
0.2 days
Billing
0.0 days
Created: Oct 20, 2025 Due: Oct 27, 2025 Completed: Nov 12, 2025 (15 days late)
📅
16.8 days Total Age
⏱️
14.9d in Scheduled Longest Stage
🔄
13 transitions Status Changes
⚠️
14.9d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
13 lines Work Details
🚩
3 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
3 On-Site Visits (1 reschedule)
3 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Andrew Przybyla — scheduling delays attributed to technician, not coordinators
Visit 1 Oct 20, 2025
Visit 2 Nov 11, 2025
Visit 3 Nov 12, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00536833
Closed
Miscellaneous Equipment Inspection 1 Retnavue was offsite for yearly inspection and is onsite now and needs its inspection done. SN: (21)7002502100009 https://www.ebiotrack.com/inspection.php?iid=30761 This customer is VT/Full-Service. All parts orders and warranty inquires need to be handled by EMSAR.
Priority
High
Origin
Phone
Reason
New Case
Contact
Abisai Pineda
Owner
Shelby Robinson
Created
Oct 20, 2025
Work Orders from this Case (1)
WO-01310357 (current) Invoiced
Misc. Inspection • Andrew Przybyla
Created: Oct 20, 2025 • Closed: Nov 12, 2025
Completed with significant delays
Invoiced • 135 days old
🚨
Primary Delay 14.9 days stuck in "Scheduled"
⏱️
Total Delay 14.9 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
Ready for Scheduling
0.1d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
16.4d / 2.0d SLA
Tech On Site
0.2d / 1.0d SLA
Reschedule
1.1d / 2.0d SLA
Completed
0.1d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10/20 APrzybyla - Tech arrived on site and was told that one retnavue was offsite for yearly inspection and is onsite now and needs its inspection done. Tech was taken to the back and then was told by nurse staff the the retnavue is at a different location and won't be back until the week of November 10.

🔧 Work Performed
Tech inspected and tested the RetinaVue.
🔍 Technician Findings
10/20/25 Tech arrived on site and was told that one RetinaVue was offsite for yearly inspection and is onsite now and needs its inspection done. Tech was taken to the back and then was told by nurse staff the the RetinaVue is at a different location and won't be back until the week of November 10. Update 11/11/2025 - Tech arrived on site and was told that the site didn't get the RetinaVue yet. Change nurse stated it will be there tomorrow morning. Tech arranged with coordinator to come tomorrow morning. Update 11/12/2025 - Tech arrived on site and was handed the RetinaVue to inspect.
⚠️ Problem Description
Miscellaneous Equipment Inspection 1 Retnavue was offsite for yearly inspection and is onsite now and needs its inspection done. SN: (21)7002502100009 https://www.ebiotrack.com/inspection.php?iid=30761 This customer is VT/Full-Service. All parts orders and warranty inquires need to be handled by EMSAR.

Timeline

📞
Case Linked Oct 20, 1:46 PM
Case Number: 00536833
Subject:
Status: Closed
📋
▶
2 Work Order Created Oct 20, 1:52 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Shelby Robinson
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
4 Technician Assigned Oct 20, 2:21 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled → Status: Scheduled
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 28m
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-10-20T19:00:00.000+0000, 2025-10-20T21:00:00.000+0000
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Assigned
To: Scheduled
Duration in Previous: 2m
⏱️
▶
2 3x Labor Added Oct 20, 6:25 PM
3x Labor Added → Status: Tech On Site
🔧
Status: Tech On Site by Andrew Przybyla
From: Scheduled
To: Tech On Site
Duration in Previous: 4h 6m
✔️
Status: Completed by Andrew Przybyla Oct 20, 6:54 PM
From: Tech On Site, Completed
To: Completed, Reschedule
Duration in Previous: 24m, 0m
🗓️
▶
2 Status: Scheduled Oct 21, 1:04 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-11-12T16:00:00.000+0000
⏳ 3.0 business days
📅
Dispatch Scheduled by Kaitlyn Kelch Oct 23, 2:11 PM
Scheduled For: 2025-11-11T16:00:00.000+0000
⚠️ 8.0 business days
📅
Dispatch Scheduled by Kaitlyn Kelch Nov 3, 10:18 AM
Scheduled For: 2025-11-11T15:00:00.000+0000
⚠️ 6.0 business days
⏱️
3x Labor Added Nov 11, 9:38 AM
Type: Labor, Travel
Status: Open
Qty: 1.5, 63, 16
🔧
Status: Tech On Site by Andrew Przybyla Nov 11, 10:00 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 20d 21h
📅
▶
2 Dispatch Scheduled Nov 11, 10:25 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Tech On Site
To: Scheduled
Duration in Previous: 25m
⏱️
2x Labor Added Nov 11, 10:36 AM
Type: Labor
Status: Open
Qty: 0.5
📅
Dispatch Scheduled by Andrew Przybyla Nov 11, 3:32 PM
Scheduled For: 2025-11-12T14:30:00.000+0000
🚗
▶
3 Travel Added Nov 12, 9:29 AM
Travel Added → Status: Tech On Site → 2x Labor Added
🔧
Status: Tech On Site by Andrew Przybyla
From: Scheduled
To: Tech On Site
Duration in Previous: 23h 4m
⏱️
2x Labor Added
Type: Labor, Travel
Status: Open
Qty: 1.5, 16
⏱️
2x Labor Added Nov 12, 9:50 AM
Type: Labor
Status: Open
Qty: 1, 0.5
✔️
Status: Completed by Andrew Przybyla Nov 12, 10:35 AM
From: Tech On Site
To: Completed
Duration in Previous: 1h 5m
🏁
Status: Closed by Andrew Przybyla Nov 12, 11:01 AM
From: Completed
To: Closed
Duration in Previous: 25m
⏳ 3.0 business days
📄
▶
2 Status: Ready to Bill Nov 14, 10:47 AM
Status: Ready to Bill → Status: Invoice Pending
📨
Status: Invoice Pending by Diane Patton
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 3m, 1m
⏳ 3.0 business days
🧾
Invoice Created Nov 18, 3:49 PM
Invoice Number: SM-246689

Bottlenecks

Scheduled
Duration: 14.9 business days (threshold: 2.0 business days)
Exceeded by 12.9 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00536833
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P5
Type
Misc. Inspection
Branch
Edge
Technician
Andrew Przybyla
Scheduled
Nov 12, 9:30 AM
Created
Oct 20, 1:52 PM
Invoice #
SM-246689

Work Details (13)

Name Type Status Qty Amount Date
WL-02977579 Labor Open 0.5 $60.69 Oct 20, 6:25 PM
WL-02977580 Labor Open 1.5 $182.07 Oct 20, 6:25 PM
WL-02977581 Travel Open 63 - Oct 20, 6:25 PM
WL-03003010 Labor Open 1.5 $182.07 Nov 11, 9:38 AM
WL-03003011 Travel Open 63 - Nov 11, 9:38 AM
WL-03003012 Travel Open 16 - Nov 11, 9:38 AM
WL-03003070 Labor Open 0.5 $60.69 Nov 11, 10:36 AM
WL-03003071 Labor Open 0.5 $0.00 Nov 11, 10:36 AM
WL-03004306 Travel Open 63 - Nov 12, 9:29 AM
WL-03004308 Labor Open 1.5 $182.07 Nov 12, 9:33 AM
WL-03004309 Travel Open 16 - Nov 12, 9:33 AM
WL-03004315 Labor Open 1 $121.38 Nov 12, 9:50 AM
WL-03004316 Labor Open 0.5 $0.00 Nov 12, 9:50 AM

Details