Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01311424 ↗ ServiceMax

Sono Bello • Virtual Tech - Field Repair • P3

📍 WA-Tacoma — 3209 South 23rd Street, Suite 170, Tacoma WA, 98405

Oct 27, 2025 → Feb 6, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Oct 30, 2025
✗ SLA Missed (25 biz days late)
Active: 28 biz days
Paused: 40 biz days
Budget: 3 biz days
🕐 Clock stopped: Invoiced (Feb 6, 2026)
SLA Target
▶ Clock Running
Status: Created
Oct 27 → Oct 27, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
⏸37d
⏸ Clock Paused
Status: Awaiting Parts
Oct 27 → Dec 22, 2025
37 business days (not counted)
▶ Clock Running
Status: Reschedule
Dec 22 → Dec 23, 2025
1 business day (counted)
Running total: 1 of 3 biz days used
18d
▶ Clock Running
Status: Assigned
Dec 23 → Jan 21, 2026
18 business days (counted)
Running total: 19 of 3 biz days used
▶ Clock Running
Status: Scheduled
Jan 21 → Jan 23, 2026
2 business days (counted)
Running total: 21 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Jan 23 → Jan 24, 2026
0 business days (counted)
Running total: 21 of 3 biz days used
▶ Clock Running
Status: Completed
Jan 24 → Jan 24, 2026
0 business days (counted)
Running total: 21 of 3 biz days used
▶ Clock Running
Status: Incomplete
Jan 24 → Jan 27, 2026
2 business days (counted)
Running total: 23 of 3 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Jan 27 → Jan 30, 2026
3 business days (not counted)
▶ Clock Running
Status: Reschedule
Jan 30 → Jan 30, 2026
0 business days (counted)
Running total: 23 of 3 biz days used
▶ Clock Running
Status: Scheduled
Jan 30 → Feb 6, 2026
5 business days (counted)
Running total: 28 of 3 biz days used
▶ Clock Running
Status: Completed
Feb 6 → Feb 6, 2026
0 business days (counted)
Running total: 28 of 3 biz days used
▶ Clock Running
Status: Incomplete
Feb 6 → Feb 6, 2026
0 business days (counted)
Running total: 28 of 3 biz days used
Created: Oct 27, 2025 Invoiced: Feb 6, 2026
Business Days Used 28 / 3
0 3d budget +25d over
Show SLA Clock Detail (13 periods)
Period Status Clock Biz Days Running Total
Oct 27 → Oct 27 Created ▶ Running 0 0 / 3
Oct 27 → Dec 22 Awaiting Parts ⏸ Paused 37 —
Dec 22 → Dec 23 Reschedule ▶ Running 1 1 / 3
Dec 23 → Jan 21 Assigned ▶ Running 18 19 / 3
Jan 21 → Jan 23 Scheduled ▶ Running 2 21 / 3
Jan 23 → Jan 24 Tech On Site ▶ Running 0 21 / 3
Jan 24 → Jan 24 Completed ▶ Running 0 21 / 3
Jan 24 → Jan 27 Incomplete ▶ Running 2 23 / 3
Jan 27 → Jan 30 Awaiting Parts ⏸ Paused 3 —
Jan 30 → Jan 30 Reschedule ▶ Running 0 23 / 3
Jan 30 → Feb 6 Scheduled ▶ Running 5 28 / 3
Feb 6 → Feb 6 Completed ▶ Running 0 28 / 3
Feb 6 → Feb 6 Incomplete ▶ Running 0 28 / 3
Dispatch 0.0d
Material Management 42.0d
Coordinators 28.8d
Field Work 0.2d
Incomplete 2.0d (excluded)
Billing 1.2d
✗ SLA Missed
Dispatch
0.0 days
Material Management
42.0 days
Over SLA
Coordinators
28.8 days
Over SLA
Field Work
0.2 days
Incomplete (excluded from total)
2.0 days
Billing
1.2 days
Created: Oct 27, 2025 Due: Feb 6, 2026 Completed: Feb 6, 2026 (on time)
📅
69.0 days Total Age
⏱️
38.0d in Awaiting Parts Longest Stage
🔄
14 transitions Status Changes
⚠️
60.2d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
11 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits (2 reschedules)
2 on-site visits — follow-up trip required
👤 Self-scheduled by Tim Holman — scheduling delays attributed to technician, not coordinators
Visit 1 Jan 23, 2026
Visit 2 Feb 6, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00537627
Tacoma Repair
Closed
Hello! We have 2 items that need repair in our Tacoma office. Can we please have a tech come out? * OR bed- Cannot move up and down. * The overhead lamp light needs to be replaced. Thank you- Tiffany Spencer | Area Director Sono Bello It's your life. Live it beautifully. c. 801-918-6499 3075 112th Ave NE Suite 100 Bellevue, WA 98004 Visit us on the Web: sonobello.com<http://www.sonobello.com/> Follow us on Instagram: instagram.com/sonobello<http://instagram.com/sonobello> [cid1484660853*image001.jpg@01D8B09F.FFB59AD0] Body Contour Centers, LLC is not a medical provider and is not engaged in the practice of medicine. All medical decisions are the sole responsibility of Aesthetic Physicians, PC and Sono Bello physicians. "Confidentiality Notice: This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email or phone and destroy all copies of the original message." P Please consider the environment before printing this e-mail
Priority
Standard
Origin
Email
Reason
New Case
Contact
Tiffany Spencer
Owner
Virtual Tech
Created
Oct 22, 2025
Work Orders from this Case (2)
WO-01311423 Invoiced
Virtual Tech - Field Repair • Tim Holman
Created: Oct 27, 2025 • Closed: Oct 30, 2025
WO-01311424 (current) Invoiced
Virtual Tech - Field Repair • Tim Holman
Created: Oct 27, 2025 • Closed: Feb 6, 2026
Completed with significant delays
Invoiced • 128 days old
🚨
Primary Delay 38.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 60.2 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
42.0d / 3.0d SLA
Reschedule
2.7d / 2.0d SLA
Assigned
18.7d / 0.5d SLA
Scheduled
7.3d / 2.0d SLA
Tech On Site
0.2d / 1.0d SLA
Incomplete
2.0d
Closed
4.7d / 1.0d SLA
WO Correction Needed
1.2d
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/6/26 SReich - Created case 00566261 for follow up.


1-30 Mburris email from POC to set 2-6 10am Tiffany

1-30 Mburris email sent to POC

1ZE444250370350480

Estimated delivery

Tuesday, February 03, between 10:00 A.M. - 2:00 P.M


01/28/2026- SRobinson- Order No: 751657


Customer PO No: PO016012


Customer: EMSAR Inc


Ship To Name: WA-Tacoma


Ship To Address: 3209 South 23rd Street Suite 170    


Ship To City/State: Tacoma, WA 98405


Waybill (Tracking #): 1ZE444250370350480


Carrier: UPS-Parcel-Ground


The following items have shipped from Midmark Corporation on: 28-JAN-2026


LINE NO: 1.1 QTY: 1 ITEM: 002-0640-00 SERIAL #: DESCRIPTION: 355 BULB / 24 VOLT, 100W


LINE NO: 2.1 QTY: 1 ITEM: CHRG-FRT SERIAL #: DESCRIPTION: FREIGHT


1-21 Mburris email from POC to set 1-23

1-21 Mburris email sent to POC looking for 1-23

12-23 Mburris email sent to POC

12/19/2025 SRobinson- Per Tiffany Spencer parts have arrived and they are ready to schedule. (00553186)

🔧 Work Performed
2.6 replaced bulb, tested with success, show staff results. A 255 series LED module was also ordered, but the light is a 355. Need to change series of light and order correct module. 1.23 upon arvl staff though that the bulb that they requested had arrived, but midmark has indicated that the bulb is on backorder, and that they do not have the correct part.
🔍 Technician Findings
exam light not working. Bulb burnt out.
⚠️ Problem Description
Model: Midmark - 255-005 Model Type: Mobile Exam Light Custom Field: Notes: Asset ID: 13169072 Site: Sono Bello - WA-Tacoma Department:Depreciation Start Date:Physical Location: OR 2Depreciation Term: 0yrsSerial #: V2710760 https://www.ebiotrack.com/workorder.php?wo=69234

Timeline

📞
Case Linked Oct 22, 7:49 PM
Case Number: 00537627
Subject: Tacoma Repair
Status: Closed
⏳ 3.5 business days
📋
▶
3 Work Order Created Oct 27, 9:08 AM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00084194
Status: Closed
📦
Status: Awaiting Parts by Derek Reynolds
From: Entered
To: Awaiting Parts
Duration in Previous: 3m
🚨 38.0 business days
💵
▶
2 Expenses Added Dec 22, 10:37 AM
Expenses Added → Status: Reschedule
🔄
Status: Reschedule by Julie Ann Shoemaker
From: Awaiting Parts
To: Reschedule
Duration in Previous: 56d 2h
⏳ 2.0 business days
👷
▶
2 Technician Assigned Dec 23, 1:19 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Reschedule
To: Assigned
Duration in Previous: 1d 2h
🚨 19.0 business days
📅
▶
2 Dispatch Scheduled Jan 21, 6:05 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Michael Burris
From: Assigned
To: Scheduled
Duration in Previous: 29d 4h
⏳ 2.7 business days
📅
Dispatch Scheduled by Michael Burris Jan 23, 11:30 AM
Scheduled For: 2026-01-23T22:00:00.000+0000
🔧
Status: Tech On Site by Tim Holman Jan 23, 5:07 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 23h
⏱️
▶
2 5x Labor Added Jan 23, 7:22 PM
5x Labor Added → Status: Completed
✔️
Status: Completed by Tim Holman
From: Tech On Site, Completed
To: Completed, Incomplete
Duration in Previous: 2h 20m
⏳ 2.6 business days
📦
▶
2 Parts Requested Jan 27, 9:55 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Wendy Argueta
From: Incomplete
To: Awaiting Parts
Duration in Previous: 3d 14h
⏳ 4.0 business days
🔩
▶
2 2x Parts Added Jan 30, 11:20 AM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Keith Fricke
From: Awaiting Parts
To: Reschedule
Duration in Previous: 3d 1h
🗓️
▶
2 Status: Scheduled Jan 30, 5:15 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-02-06T18:00:00.000+0000
⏳ 4.8 business days
📅
Dispatch Scheduled by Michael Burris Feb 5, 12:07 PM
Scheduled For: 2026-02-06T17:00:00.000+0000
⏳ 2.0 business days
⏱️
▶
2 3x Labor Added Feb 6, 1:39 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Tim Holman
From: Scheduled, Completed, Incomplete
To: Completed, Incomplete, Closed
Duration in Previous: 6d 20h, 0m
⏳ 4.0 business days
✏️
Status: WO Correction Needed by Diane Patton Feb 11, 12:58 PM
From: Closed
To: WO Correction Needed
Duration in Previous: 4d 23h
🏁
Status: Closed by Tim Holman Feb 11, 10:28 PM
From: WO Correction Needed
To: Closed
Duration in Previous: 9h 29m
📄
▶
3 Status: Ready to Bill Feb 12, 9:18 AM
Status: Ready to Bill → Invoice Created → Status: Invoiced
🧾
Invoice Created
Invoice Number: SM-253671
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m

Bottlenecks

Awaiting Parts
Duration: 38.0 business days (threshold: 3.0 business days)
Exceeded by 35.0 business days
Assigned
Duration: 18.7 business days (threshold: 4.0 business hours)
Exceeded by 18.2 business days
Scheduled
Duration: 2.1 business days (threshold: 2.0 business days)
Exceeded by 0.9 business hours
Awaiting Parts
Duration: 4.0 business days (threshold: 3.0 business days)
Exceeded by 1.0 business days
Scheduled
Duration: 5.2 business days (threshold: 2.0 business days)
Exceeded by 3.2 business days
Closed
Duration: 3.7 business days (threshold: 1.0 business days)
Exceeded by 2.7 business days

🔗 Related Artifacts

📞
Case 00537627
Closed
📦
Parts Order 00084194
Closed
📦
Parts Order 00089096
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Tim Holman
Scheduled
Feb 6, 12:00 PM
Created
Oct 27, 9:08 AM
Invoice #
SM-253671

Work Details (11)

Name Type Status Qty Amount Date
WL-03045028 Expenses Open 1 $0.00 Dec 22, 10:37 AM
WL-03077374 Labor Open 1.5 $178.50 Jan 23, 7:22 PM
WL-03077375 Labor Open 1 $119.00 Jan 23, 7:22 PM
WL-03077376 Labor Open 1 $0.00 Jan 23, 7:22 PM
WL-03077377 Travel Open 45 - Jan 23, 7:22 PM
WL-03077378 Travel Open 45 - Jan 23, 7:22 PM
WL-03084860 Parts Open 1 $115.56 Jan 30, 11:20 AM
WL-03084861 Expenses Open 1 $23.10 Jan 30, 11:20 AM
WL-03095397 Labor Open 2 $238.00 Feb 6, 1:39 PM
WL-03095398 Labor Open 1 $119.00 Feb 6, 1:39 PM
WL-03095399 Travel Open 45 - Feb 6, 1:39 PM

Details