Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01311783 ↗ ServiceMax

SPECIALIST ONE DAY SURGERY • Virtual Tech - Field Repair • P5

📍 SPECIALIST ONE DAY SURGERY- PAIN — 6711 TOWPATH ROAD SUITE 165, EAST SYRACUSE NY, 13057

Oct 29, 2025 → Feb 4, 2026

✅ Completed
P5
SLA Clock
5 business days from creation · Target: Nov 5, 2025
✗ SLA Missed
Active: 5 biz days
Paused: 59 biz days
Budget: 5 biz days
🕐 Clock stopped: Completed (Feb 4, 2026)
SLA Target
▶ Clock Running
Status: Created
Oct 29 → Oct 29, 2025
0 business days (counted)
Running total: 0 of 5 biz days used
▶ Clock Running
Status: Ready for Scheduling
Oct 29 → Oct 29, 2025
0 business days (counted)
Running total: 0 of 5 biz days used
▶ Clock Running
Status: Assigned
Oct 29 → Oct 29, 2025
0 business days (counted)
Running total: 0 of 5 biz days used
▶ Clock Running
Status: Scheduled
Oct 29 → Nov 4, 2025
4 business days (counted)
Running total: 4 of 5 biz days used
▶ Clock Running
Status: Tech On Site
Nov 4 → Nov 4, 2025
0 business days (counted)
Running total: 4 of 5 biz days used
▶ Clock Running
Status: Completed
Nov 4 → Nov 4, 2025
0 business days (counted)
Running total: 4 of 5 biz days used
▶ Clock Running
Status: Incomplete
Nov 4 → Nov 4, 2025
0 business days (counted)
Running total: 4 of 5 biz days used
⏸59d
⏸ Clock Paused
Status: Awaiting Parts
Nov 4 → Feb 3, 2026
59 business days (not counted)
▶ Clock Running
Status: Reschedule
Feb 3 → Feb 4, 2026
1 business day (counted)
Running total: 5 of 5 biz days used
Created: Oct 29, 2025 Completed: Feb 4, 2026
Business Days Used 5 / 5
0 5d budget
Show SLA Clock Detail (9 periods)
Period Status Clock Biz Days Running Total
Oct 29 → Oct 29 Created ▶ Running 0 0 / 5
Oct 29 → Oct 29 Ready for Scheduling ▶ Running 0 0 / 5
Oct 29 → Oct 29 Assigned ▶ Running 0 0 / 5
Oct 29 → Nov 4 Scheduled ▶ Running 4 4 / 5
Nov 4 → Nov 4 Tech On Site ▶ Running 0 4 / 5
Nov 4 → Nov 4 Completed ▶ Running 0 4 / 5
Nov 4 → Nov 4 Incomplete ▶ Running 0 4 / 5
Nov 4 → Feb 3 Awaiting Parts ⏸ Paused 59 —
Feb 3 → Feb 4 Reschedule ▶ Running 1 5 / 5
Dispatch 0.0d
Material Management 60.0d
Coordinators 7.0d
Field Work 0.1d
Incomplete 0.1d (excluded)
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
60.0 days
Over SLA
Coordinators
7.0 days
Over SLA
Field Work
0.1 days
Incomplete (excluded from total)
0.1 days
Billing
0.0 days
Created: Oct 29, 2025 Due: Feb 6, 2026 Completed: Feb 4, 2026 (2 days early)
📅
65.0 days Total Age
⏱️
60.0d in Awaiting Parts Longest Stage
🔄
11 transitions Status Changes
⚠️
62.0d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00538448
Omni L2 Review
Closed
There is a procedure table that is not raising and lowering the bed. I don't know if it is an issue with the remote?
Priority
Standard
Origin
Email
Reason
New Case
Contact
Amanda Costello
Owner
Virtual Tech
Created
Oct 27, 2025
Work Orders from this Case (1)
WO-01311783 (current) Invoiced
Virtual Tech - Field Repair • Taylor Duda
Created: Oct 29, 2025 • Closed: Feb 4, 2026
Completed with significant delays
Invoiced • 126 days old
🚨
Primary Delay 60.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 62.0 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
0.2d / 0.5d SLA
Scheduled
5.0d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Incomplete
0.1d
Awaiting Parts
60.0d / 3.0d SLA
Reschedule
1.8d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/4/26 SReich - Created case 00565473 for follow up.


2/4 KSmith -- Per Amanda no further service is needed. They installed the part themselves. Chatter to FSE to close WO

2/4 KSmith -- Sent email to schedule for tomorrow (DK)

2/4/26 RBerry- Updated due date based on parts. Removed delay code.


2/3 KSmith -- Sent email to Amanda to schedule for any day the rest of this week

01/26/2026 KFricke - Invoice received, but they did not send tracking to flip order status. I reached out to the vendor again.

01/19/2026 KFricke - I reached out to the vendor for order status and they needed pre-payment. They're also looking into why we never received the payment link, but it is paid now and I sent the receipt to AP.

01/07/2026 KFricke - Order submitted to vendor.

01/06/2025 KFricke - Reached out to vendor for final paperwork AP needs before we can add them, but also a finalized quote for this S/N.

01/06/2026 AGreene - DReynolds chattered the SN: 1649

12/30/2025 KFricke - Durabuilt responded that they cannot provide a quote either without a S/N. Chattered VT again.

12/29/2025 KFricke - Emailed vendor to ensure account setup, but equipment S/N is required to place any order. I notice in the WO it states customer did not provide this information, chattering WArgueta to attain it as we cannot place an order without this info.

12/24/2025 AGreene - Durabuilt isn't on our existing approved vendor list and will require vendor setup to order the part KFricke to complete this ASAP as this order was created 11/4.

12/24/2025 SBerry: Do we have an update on this parts order? Customer has reached out twice seeking an update.

10/29 KSmith -- Scheduled for 11/4 with POC

10/29 KSmith -- Sent email to schedule for 11/4

🔧 Work Performed
PLUGGED TABLE INTO AC POWER. TEST FUNCTIONS ON HAND CONTROL. TREN'BURG & LAT. TILT FUNCTIONS WORKING AS SHOULD. HEIGHT BUTTONS WORKING INTERMITTENTLY. CONFIRMED ACTUATORS ARE FUNCTIONING AND WILL RAISE/LOWER THE TABLE BUT WHEN PRESSING THE HIEGHT BUTTONS AND MOVING CORD AROUND IT INTERMITTENTLY WORKS. REMOVED HAND CONTROL & TESTED TABLE WITH A HAND CONTROL FROM ANOTHER TABLE & ALL FUNCTIONS WORKING. CONFIRMED TABLE NEEDS A NEW HAND CONTROL. POC AMANDA APPROVED ONSITE NO QUOTE NEEDED. SHIP PART TO SITE NO FOLLOW UP RETURN VISIT NEEDED. **PART DELIVERED 2/4/26**
🔍 Technician Findings
DURABUILT PMT8000 HLT MODEL # S-3506 ASSET #12984960 HEIGHT IS NOT GOING UP/DOWN. STRAIN RELIEF ON HAND CONTROL BROKEN.
⚠️ Problem Description
There is a procedure table that is not raising and lowering the bed. I don't know if it is an issue with the remote? https://www.ebiotrack.com/workorder.php?wo=69305

Timeline

📞
Case Linked Oct 27, 8:02 AM
Case Number: 00538448
Subject: Omni L2 Review
Status: Closed
⏳ 3.0 business days
📋
▶
2 Work Order Created Oct 29, 8:43 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Wendy Argueta
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Technician Assigned Oct 29, 9:10 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 25m
📅
▶
2 Dispatch Scheduled Oct 29, 11:01 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kourtney Smith
From: Assigned
To: Scheduled
Duration in Previous: 1h 50m
⚠️ 5.0 business days
⏱️
▶
2 2x Labor Added Nov 4, 7:26 AM
2x Labor Added → Status: Tech On Site
🔧
Status: Tech On Site by Taylor Duda
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 21h
⏱️
Labor Added Nov 4, 7:59 AM
Type: Labor
Status: Open
Qty: 0.5
✔️
Status: Completed by Taylor Duda Nov 4, 8:05 AM
From: Tech On Site, Completed
To: Completed, Incomplete
Duration in Previous: 35m, 0m
📦
▶
2 Parts Requested Nov 4, 8:44 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Wendy Argueta
From: Incomplete
To: Awaiting Parts
Duration in Previous: 38m
🚨 60.0 business days
🔩
▶
2 2x Parts Added Feb 3, 12:56 PM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Keith Fricke
From: Awaiting Parts
To: Reschedule
Duration in Previous: 91d 4h
✔️
▶
2 Status: Completed Feb 4, 10:11 AM
Status: Completed → Status: Closed
🏁
Status: Closed by Taylor Duda
From: Completed
To: Closed
Duration in Previous: 1m
⏳ 3.0 business days
📄
▶
3 Status: Ready to Bill Feb 6, 10:24 AM
Status: Ready to Bill → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
🧾
Invoice Created
Invoice Number: SM-253317

Bottlenecks

Scheduled
Duration: 5.0 business days (threshold: 2.0 business days)
Exceeded by 3.0 business days
Awaiting Parts
Duration: 60.0 business days (threshold: 3.0 business days)
Exceeded by 57.0 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00538448
Closed
📦
Parts Order 00084691
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P5
Type
Virtual Tech - Field Repair
Branch
N/A
Technician
Taylor Duda
Scheduled
N/A
Created
Oct 29, 8:43 AM
Invoice #
SM-253317

Work Details (5)

Name Type Status Qty Amount Date
WL-02995318 Labor Open 0.5 $45.00 Nov 4, 7:26 AM
WL-02995319 Travel Open 12 - Nov 4, 7:26 AM
WL-02995330 Labor Open 0.5 $74.50 Nov 4, 7:59 AM
WL-03089421 Parts Open 1 $1,192.05 Feb 3, 12:56 PM
WL-03089422 Expenses Open 1 $49.50 Feb 3, 12:56 PM

Details