Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01310373 ↗ ServiceMax

Sono Bello • Virtual Tech - Drop Shipment • PC

📍 MI-Grand Rapids — 4170 Embassy Dr SE, Suite 100, Grand Rapids MI, 49546

Oct 20, 2025 → Feb 4, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Dec 19, 2025
✗ SLA Missed
Active: 1 biz days
Paused: 70 biz days
🕐 Clock stopped: Invoiced (Feb 4, 2026)
▶ Clock Running
Status: Created
Oct 20 → Oct 20, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸70d
⏸ Clock Paused
Status: Awaiting Parts
Oct 20 → Feb 3, 2026
70 business days (not counted)
▶ Clock Running
Status: L2 Review
Feb 3 → Feb 4, 2026
1 business day (counted)
Running total: 1 of ? biz days used
▶ Clock Running
Status: Completed
Feb 4 → Feb 4, 2026
0 business days (counted)
Running total: 1 of ? biz days used
Created: Oct 20, 2025 Invoiced: Feb 4, 2026
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Oct 20 → Oct 20 Created ▶ Running 0 0
Oct 20 → Feb 3 Awaiting Parts ⏸ Paused 70 —
Feb 3 → Feb 4 L2 Review ▶ Running 1 1
Feb 4 → Feb 4 Completed ▶ Running 0 1
Dispatch 0.0d
Material Management 70.7d
Field Work 0.0d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
70.7 days
Over SLA
Field Work
0.0 days
Billing
0.0 days
Created: Oct 20, 2025 Due: Dec 19, 2025 Completed: Feb 4, 2026 (46 days late)
📅
71.7 days Total Age
⏱️
70.7d in Awaiting Parts Longest Stage
🔄
6 transitions Status Changes
⚠️
69.7d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00536741
L2 review
Closed
Out of range. Cuff not holding air
Priority
Standard
Origin
Email
Reason
New Case
Contact
Practice Manager Grand Rapids
Owner
Virtual Tech
Created
Oct 20, 2025
Work Orders from this Case (1)
WO-01310373 (current) Invoiced
Virtual Tech - Drop Shipment • Virtual Tech
Created: Oct 20, 2025 • Closed: Feb 4, 2026
Completed with significant delays
Invoiced • 135 days old
🚨
Primary Delay 70.7 days stuck in "Awaiting Parts"
⏱️
Total Delay 69.7 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
70.7d / 3.0d SLA
L2 Review
1.6d
Completed
0.0d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
ordered replacement and shipped to site
🔍 Technician Findings
ordered replacement and shipped to site
⚠️ Problem Description
Out of range. Cuff not holding air https://www.ebiotrack.com/workorder.php?wo=69070

Timeline

📞
Case Linked Oct 20, 10:32 AM
Case Number: 00536741
Subject: L2 review
Status: Closed
📋
▶
3 Work Order Created Oct 20, 2:26 PM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00083844
Status: Closed
📦
Status: Awaiting Parts by Derek Reynolds
From: Entered
To: Awaiting Parts
Duration in Previous: 2m
🚨 71.0 business days
🔩
▶
2 2x Parts Added Feb 3, 2:01 PM
2x Parts Added → Status: L2 Review
👀
Status: L2 Review by Julie Ann Shoemaker
From: Awaiting Parts
To: L2 Review
Duration in Previous: 106d 0h
✔️
▶
4 Status: Completed Feb 4, 9:04 AM
Status: Completed → Labor Added → Technician Assigned → Status: Assigned
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 0.016666666666667
👷
Technician Assigned by Wendy Argueta
Technician: a0h8Y00000JjEstQAF, Virtual Tech
👷
Status: Assigned by Wendy Argueta
From: Completed, Assigned
To: Assigned, Closed
Duration in Previous: 1m, 0m
⏳ 3.0 business days
📄
▶
3 Status: Ready to Bill Feb 6, 9:42 AM
Status: Ready to Bill → Status: Invoice Pending → Invoice Created
📨
Status: Invoice Pending by Diane Patton
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 2m, 0m
🧾
Invoice Created
Invoice Number: SM-253307

Bottlenecks

Awaiting Parts
Duration: 70.7 business days (threshold: 3.0 business days)
Exceeded by 67.7 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00536741
Closed
📦
Parts Order 00083844
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech - Drop Shipment
Branch
Edge
Technician
Virtual Tech
Scheduled
N/A
Created
Oct 20, 2:26 PM
Invoice #
SM-253307

Work Details (3)

Name Type Status Qty Amount Date
WL-03089533 Parts Open 1 $77.30 Feb 3, 2:01 PM
WL-03089534 Expenses Open 1 $22.07 Feb 3, 2:01 PM
WL-03090872 Labor Open 0.016666666666667 $29.75 Feb 4, 9:05 AM

Details