Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01312428 ↗ ServiceMax

Sono Bello • Virtual Tech - Field Repair • P3

📍 TX - Dallas — 16633 Dallas Pkwy Suite 100, Dallas TX, 75001

Nov 3, 2025 → Dec 19, 2025

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Nov 6, 2025
✗ SLA Missed (7 biz days late)
Active: 10 biz days
Paused: 21 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Dec 19, 2025)
SLA Target
▶ Clock Running
Status: Created
Nov 3 → Nov 3, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 3 → Nov 3, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Assigned
Nov 3 → Nov 3, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
6d
▶ Clock Running
Status: Scheduled
Nov 3 → Nov 12, 2025
6 business days (counted)
Running total: 6 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Nov 12 → Nov 12, 2025
0 business days (counted)
Running total: 6 of 3 biz days used
⏸21d
⏸ Clock Paused
Status: Awaiting Parts
Nov 12 → Dec 15, 2025
21 business days (not counted)
▶ Clock Running
Status: Reschedule
Dec 15 → Dec 18, 2025
3 business days (counted)
Running total: 9 of 3 biz days used
▶ Clock Running
Status: Scheduled
Dec 18 → Dec 19, 2025
1 business day (counted)
Running total: 10 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Dec 19 → Dec 19, 2025
0 business days (counted)
Running total: 10 of 3 biz days used
Created: Nov 3, 2025 Completed: Dec 19, 2025
Business Days Used 10 / 3
0 3d budget +7d over
Show SLA Clock Detail (9 periods)
Period Status Clock Biz Days Running Total
Nov 3 → Nov 3 Created ▶ Running 0 0 / 3
Nov 3 → Nov 3 Ready for Scheduling ▶ Running 0 0 / 3
Nov 3 → Nov 3 Assigned ▶ Running 0 0 / 3
Nov 3 → Nov 12 Scheduled ▶ Running 6 6 / 3
Nov 12 → Nov 12 Tech On Site ▶ Running 0 6 / 3
Nov 12 → Dec 15 Awaiting Parts ⏸ Paused 21 —
Dec 15 → Dec 18 Reschedule ▶ Running 3 9 / 3
Dec 18 → Dec 19 Scheduled ▶ Running 1 10 / 3
Dec 19 → Dec 19 Tech On Site ▶ Running 0 10 / 3
Dispatch 0.0d
Material Management 22.0d
Coordinators 12.2d
Field Work 0.6d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
22.0 days
Over SLA
Coordinators
12.2 days
Over SLA
Field Work
0.6 days
Billing
0.0 days
Created: Nov 3, 2025 Due: Dec 19, 2025 Completed: Dec 19, 2025 (on time)
📅
32.0 days Total Age
⏱️
22.0d in Awaiting Parts Longest Stage
🔄
12 transitions Status Changes
⚠️
26.6d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
10 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits (1 reschedule)
2 on-site visits — follow-up trip required
👤 Self-scheduled by Zachary Stieben — scheduling delays attributed to technician, not coordinators
Visit 1 Nov 12, 2025
Visit 2 Dec 19, 2025

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00532097
Repairs to Equipment Dallas Sono Bello
Closed
Midmark 630-010 My Venus bed wont move without being unplugged and re plugged back in and is factory resetting and flipping patients upside down while they get treatments, scared someone will fall on their head.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Colleen McKinney
Owner
Virtual Tech
Created
Oct 1, 2025
Work Orders from this Case (2)
WO-01308285 Invoiced
Virtual Tech - Field Repair • Zachary Stieben
Created: Oct 8, 2025 • Closed: Feb 9, 2026
WO-01312428 (current) Invoiced
Virtual Tech - Field Repair • Zachary Stieben
Created: Nov 3, 2025 • Closed: Dec 19, 2025
Completed with significant delays
Invoiced • 121 days old
🚨
Primary Delay 22.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 26.6 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
0.1d / 0.5d SLA
Scheduled
8.8d / 2.0d SLA
Tech On Site
0.5d / 1.0d SLA
Awaiting Parts
22.0d / 3.0d SLA
Reschedule
3.2d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.4d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/18 KKelch scheduled per logged email from Colleen

12/18 KKelch sent Zac an email for scheduling

12/17/2025 LHill-tracked parts-Your shipment

1ZE444250370885117

 Delivered On

Tuesday, December 16 at 2:43 P.M. at Front Desk



12/16/25 SReich

Your shipment

1ZE444250370885117

Estimated delivery

Today, December 16 by 9:00 P.M.


12/15/25 SReich

Your shipment

1ZE444250370885117

The delivery date will be provided as soon as possible.

We’re sorry this package has experienced a sortation delay. The package has been rerouted to the correct destination.


12/12/25 SReich

Your shipment

1ZE444250370885117

Estimated delivery

Monday, December 15 by 9:00 P.M.


12/9/25 SReich

Ship To Name: TX Dallas Ship To Address: 16633 Dallas Pkwy Suite 100 Ship To City/State: Dallas, TX 75001 Waybill (Tracking #): 1ZE444250370885117 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 09-DEC-2025 LINE NO: 1.1 QTY: 1 ITEM: 002-1749-00 SERIAL #: DESCRIPTION: KIT, SCP MOTOR CONTROL HUB PCB LINE NO: 2.1 QTY: 1 ITEM: CHRG-FRT SERIAL #: DESCRIPTION: FREIGHT


11/12/25 ZStieben. Determined Hub Board is non functional. Ordering a new Hub Board part# 002-1749-00 to complete repair.


11/3 KKelch scheduled per logged email from Colleen

11/3 KKelch sent Colleen an email for scheduling

🔧 Work Performed
11/12/25 ZS. Evaluated unit. Determined Hub Board is getting correct voltage to Hub Board. Determined Hub Board is non functional. Ordering a new Hub Board part# 002-1749-00 to complete repair. 12-19-25 ZS. Installed new motor hub board. Unit function tested and passed. Unit returned to service.
🔍 Technician Findings
11/12/2025 Zachary Stieben arrived on site. Found Midmark 630 Exam Chair asset ID# 6307171 motor functions non functional. 12/19/25 ZS. Arrived on site to complete repair.
⚠️ Problem Description
Midmark 630-010 My Venus bed wont move without being unplugged and re plugged back in and is factory resetting and flipping patients upside down while they get treatments, scared someone will fall on their head. https://www.ebiotrack.com/workorder.php?wo=69395

Timeline

📞
Case Linked Oct 1, 1:36 PM
Case Number: 00532097
Subject: Repairs to Equipment Dallas Sono Bello
Status: Closed
🚨 23.0 business days
📋
▶
2 Work Order Created Nov 3, 8:10 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 Nov 3, 9:02 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 52m
📅
▶
2 Dispatch Scheduled Nov 3, 10:08 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Assigned
To: Scheduled
Duration in Previous: 1h 5m
⚠️ 7.0 business days
🔧
Status: Tech On Site by Zachary Stieben Nov 12, 9:12 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 8d 23h
🚗
▶
3 Travel Added Nov 12, 10:18 AM
Travel Added → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00085150
Status: Closed
📦
Status: Awaiting Parts by Zachary Stieben
From: Tech On Site
To: Awaiting Parts
Duration in Previous: 1h 9m
⏱️
2x Labor Added Nov 12, 10:26 AM
Type: Labor
Status: Open
Qty: 0.66666666666667, 1.1666666666667
🚨 22.0 business days
🔩
▶
2 2x Parts Added Dec 15, 5:11 PM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Julie Ann Shoemaker
From: Awaiting Parts
To: Reschedule
Duration in Previous: 33d 6h
⏳ 3.9 business days
🗓️
▶
2 Status: Scheduled Dec 18, 12:46 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-12-19T18:00:00.000+0000
🔧
Status: Tech On Site by Zachary Stieben Dec 19, 12:25 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 23h 38m
✔️
▶
2 Status: Completed Dec 19, 3:35 PM
Status: Completed → 2x Travel Added
🚗
2x Travel Added
Type: Travel
Status: Open
Qty: 14, 24
⏱️
▶
2 3x Labor Added Dec 19, 3:41 PM
3x Labor Added → Status: Closed
🏁
Status: Closed by Zachary Stieben
From: Completed
To: Closed
Duration in Previous: 7m
⏳ 3.0 business days
📄
▶
3 Status: Ready to Bill Dec 23, 2:06 PM
Status: Ready to Bill → Invoice Created → Status: Invoiced
🧾
Invoice Created
Invoice Number: SM-249844
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m

Bottlenecks

Scheduled
Duration: 7.0 business days (threshold: 2.0 business days)
Exceeded by 5.0 business days
Awaiting Parts
Duration: 22.0 business days (threshold: 3.0 business days)
Exceeded by 19.0 business days
Reschedule
Duration: 3.2 business days (threshold: 2.0 business days)
Exceeded by 1.2 business days
Closed
Duration: 2.4 business days (threshold: 1.0 business days)
Exceeded by 1.4 business days

🔗 Related Artifacts

📞
Case 00532097
Closed
📦
Parts Order 00085150
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Zachary Stieben
Scheduled
Dec 19, 1:00 PM
Created
Nov 3, 8:10 AM
Invoice #
SM-249844

Work Details (10)

Name Type Status Qty Amount Date
WL-03004387 Travel Open 24 - Nov 12, 10:18 AM
WL-03004390 Labor Open 0.66666666666667 $89.25 Nov 12, 10:26 AM
WL-03004391 Labor Open 1.1666666666667 $148.75 Nov 12, 10:26 AM
WL-03038320 Parts Open 1 $1,537.00 Dec 15, 5:11 PM
WL-03038321 Expenses Open 1 $19.11 Dec 15, 5:11 PM
WL-03043639 Travel Open 14 - Dec 19, 3:39 PM
WL-03043640 Travel Open 24 - Dec 19, 3:39 PM
WL-03043641 Labor Open 0.5 $59.50 Dec 19, 3:41 PM
WL-03043642 Labor Open 1 $119.00 Dec 19, 3:41 PM
WL-03043643 Labor Open 0.5 $59.50 Dec 19, 3:41 PM

Details