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WO-01310746 ↗ ServiceMax

VillageMD • Virtual Tech - Field Repair • P3

📍 VM McDonough - (GA71-S50093) — 210 College St, McDonough GA, 30253

Oct 22, 2025 → Dec 22, 2025

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Oct 27, 2025
✗ SLA Missed (5 biz days late)
Active: 8 biz days
Paused: 33 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Dec 23, 2025)
SLA Target
▶ Clock Running
Status: Created
Oct 22 → Oct 22, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: L2 Screening
Oct 22 → Oct 24, 2025
2 business days (counted)
Running total: 2 of 3 biz days used
⏸33d
⏸ Clock Paused
Status: Awaiting Parts
Oct 24 → Dec 15, 2025
33 business days (not counted)
▶ Clock Running
Status: Reschedule
Dec 15 → Dec 15, 2025
0 business days (counted)
Running total: 2 of 3 biz days used
▶ Clock Running
Status: Ready for Scheduling
Dec 15 → Dec 15, 2025
0 business days (counted)
Running total: 2 of 3 biz days used
▶ Clock Running
Status: Assigned
Dec 15 → Dec 15, 2025
0 business days (counted)
Running total: 2 of 3 biz days used
6d
▶ Clock Running
Status: Scheduled
Dec 15 → Dec 23, 2025
6 business days (counted)
Running total: 8 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Dec 23 → Dec 23, 2025
0 business days (counted)
Running total: 8 of 3 biz days used
Created: Oct 22, 2025 Completed: Dec 23, 2025
Business Days Used 8 / 3
0 3d budget +5d over
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Oct 22 → Oct 22 Created ▶ Running 0 0 / 3
Oct 22 → Oct 24 L2 Screening ▶ Running 2 2 / 3
Oct 24 → Dec 15 Awaiting Parts ⏸ Paused 33 —
Dec 15 → Dec 15 Reschedule ▶ Running 0 2 / 3
Dec 15 → Dec 15 Ready for Scheduling ▶ Running 0 2 / 3
Dec 15 → Dec 15 Assigned ▶ Running 0 2 / 3
Dec 15 → Dec 23 Scheduled ▶ Running 6 8 / 3
Dec 23 → Dec 23 Tech On Site ▶ Running 0 8 / 3
Dispatch 3.0d
Material Management 33.9d
Coordinators 6.8d
Field Work 0.2d
Billing 0.0d
✗ SLA Missed
Dispatch
3.0 days
Over SLA
Material Management
33.9 days
Over SLA
Coordinators
6.8 days
Over SLA
Field Work
0.2 days
Billing
0.0 days
Created: Oct 22, 2025 Due: Dec 23, 2025 Completed: Dec 23, 2025 (on time)
📅
41.6 days Total Age
⏱️
33.9d in Awaiting Parts Longest Stage
🔄
9 transitions Status Changes
⚠️
36.8d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00530497
FW: New VillageMD Service Request Submitted Ticket: 17650 *
Closed
10/22 ****PER SMC no quote needed ***Need 3 more WO's with parts orders for 1 each 053-0048-00 on each WO Customer to have a Total of 4 WO's for the same repair on each bed. lwright Comments The non skid surface on our exam beds is peeling off. Looking to see if this is something that can be replaced. Thankyou. Part needed for this service, 053-0048-00 QTY 1
Priority
Standard
Origin
Email
Reason
New Case
Contact
Ricky Deloach
Owner
Sherry Reich
Created
Sep 25, 2025
Work Orders from this Case (5)
WO-01306377 Canceled
Virtual Tech - Field Repair
Created: Sep 26, 2025
WO-01306602 Invoiced
Virtual Tech - Field Repair • Dylan Ingraham
Created: Sep 29, 2025 • Closed: Dec 22, 2025
WO-01310746 (current) Invoiced
Virtual Tech - Field Repair • Dylan Ingraham
Created: Oct 22, 2025 • Closed: Dec 22, 2025
WO-01310747 Invoiced
Virtual Tech - Field Repair • Dylan Ingraham
Created: Oct 22, 2025 • Closed: Dec 22, 2025
WO-01310748 Invoiced
Virtual Tech - Field Repair • Dylan Ingraham
Created: Oct 22, 2025 • Closed: Dec 22, 2025
Completed with significant delays
Invoiced • 133 days old
🚨
Primary Delay 33.9 days stuck in "Awaiting Parts"
⏱️
Total Delay 36.8 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
L2 Screening
3.0d / 1.0d SLA
Awaiting Parts
33.9d / 3.0d SLA
Reschedule
0.9d / 2.0d SLA
Scheduled
5.9d / 2.0d SLA
Tech On Site
0.2d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/15/25 RBerry- Updated due date based on parts. Removed delay code.


12/15/25 AJinerson - Email logged on WO-01306602. Received email back from POC Ricky Deloach confirming scheduling tech visit for all repairs on 12/22 with eta between 9am-11am.

Sent email back asking for:

On-site contact: Ricky or Brandy

Arrival instructions: Please ask for Ricky or Brandy upon arrival.


12/15/25 AJinerson - Email logged on WO-01306602. Sent email back to Ricky now that we have ETA on all parts (customer requested to wait and schedule all repairs for same visit once all parts arrive).

All parts to be delivered by 12/18 end of day. Sent email to Ricky offering tech visit on Mon. 12/22 with eta between 9am-11am for all 4 repair WOs.


12/15/25 AJinerson - WO went into reschedule status on 12/15 now that parts have shipped out.

Parts ETA to site 12/18 by 9:00 PM.


12/8/25 AJinerson - Email logged on WO-01306602. Sent follow up email to POC Ricky letting them know that we are still awaiting an update on the parts to ship out for the remaining exam bed repairs. Asking if they would like to continue to wait for all parts to come in and schedule all for same visit still, or if they would like to schedule WO-01306602 with the parts that are already on-site and a separate trip for the remaining beds once all parts come in.


11/14/2025 LHill-sent email to Stephanie Ramen-Can you please check on a few parts orders for me in awaiting parts.


WO-01310748

WO-01310747 

WO-01310746

See logged email on WO-01306602

🔧 Work Performed
12/22 DI: VERIFIED ISSUE - REMOVED OLD/PEELING NON SKID SURFACE AND INSTALLED NEW NON SKID SURFACE PAD ONTO THE STEP - ADVISED CUSTOMER AND RETURNED UNIT TO SERVICE
🔍 Technician Findings
12/22 DI: MIDMARK 104 EXAM TABLE WITH NON SKID SURFACE PEELING UP ON STEP EXAM ROOM 9 MODEL: MIDMARK 104 ASSET#: 6129433 SERIAL#: BS026431
⚠️ Problem Description
Please schedule with WO-01306602 Work order 2 of 4 10/22 ****PER SMC no quote needed ***Need 3 more WO's with parts orders for 1 each 053-0048-00 on each WO Customer to have a Total of 4 WO's for the same repair on each bed. lwright Comments The non skid surface on our exam beds is peeling off. Looking to see if this is something that can be replaced. Thankyou. Part needed for this service, 053-0048-00 QTY 3 https://www.ebiotrack.com/workorder.php?wo=69145

Timeline

📞
Case Linked Sep 25, 4:17 PM
Case Number: 00530497
Subject: FW: New VillageMD Service Request Submitted Ticket: 17650 *
Status: Closed
🚨 19.0 business days
📋
▶
2 Work Order Created Oct 22, 11:08 AM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Sherry Reich
From: Entered
To: L2 Screening
Duration in Previous: 2m
⏳ 3.0 business days
📦
▶
2 Parts Requested Oct 24, 1:07 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Derek Reynolds
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 2d 1h
🚨 34.0 business days
🔩
▶
2 2x Parts Added Dec 15, 7:40 AM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Keith Fricke
From: Awaiting Parts
To: Reschedule
Duration in Previous: 51d 19h
📅
▶
3 Status: Ready for Scheduling Dec 15, 2:33 PM
Status: Ready for Scheduling → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Abby Jinerson
Technician: Dylan Ingraham
📅
Dispatch Scheduled by Abby Jinerson
Scheduled For: 2025-12-22T17:00:00.000+0000
⚠️ 6.0 business days
🔧
Status: Tech On Site by Dylan Ingraham Dec 22, 9:58 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 7d 7h
⏱️
Labor Added Dec 22, 10:48 PM
Type: Labor
Status: Open
Qty: 0.5
✔️
▶
2 Status: Completed Dec 22, 11:28 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Dylan Ingraham
From: Completed
To: Closed
Duration in Previous: 1m
📄
▶
2 Status: Ready to Bill Dec 23, 5:09 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
⏳ 2.9 business days
🧾
Invoice Created Dec 28, 8:05 PM
Invoice Number: SM-249871

Bottlenecks

L2 Screening
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Awaiting Parts
Duration: 33.9 business days (threshold: 3.0 business days)
Exceeded by 30.9 business days
Scheduled
Duration: 5.9 business days (threshold: 2.0 business days)
Exceeded by 3.9 business days

🔗 Related Artifacts

📞
Case 00530497
Closed
📦
Parts Order 00084130
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Dylan Ingraham
Scheduled
Dec 22, 12:00 PM
Created
Oct 22, 11:08 AM
Invoice #
SM-249871

Work Details (3)

Name Type Status Qty Amount Date
WL-03037630 Parts Open 1 $47.09 Dec 15, 7:40 AM
WL-03037631 Expenses Open 1 $0.00 Dec 15, 7:40 AM
WL-03045908 Labor Open 0.5 $60.69 Dec 22, 10:48 PM

Details