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Detailed work order timeline, KPIs, and analysis

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WO-01312877 ↗ ServiceMax

VillageMD • Virtual Tech - Drop Shipment • P3

📍 VM Old East Dallas - (TX24-C07334) — 5001 Ross Ave. #120, Dallas TX, 75206

Nov 4, 2025 → Jan 28, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Nov 7, 2025
✗ SLA Missed
Active: 1 biz days
Paused: 54 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Jan 28, 2026)
SLA Target
▶ Clock Running
Status: Created
Nov 4 → Nov 4, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: L2 Screening
Nov 4 → Nov 4, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
⏸54d
⏸ Clock Paused
Status: Awaiting Parts
Nov 4 → Jan 27, 2026
54 business days (not counted)
▶ Clock Running
Status: L2 Review
Jan 27 → Jan 28, 2026
1 business day (counted)
Running total: 1 of 3 biz days used
▶ Clock Running
Status: Entered
Jan 28 → Jan 28, 2026
0 business days (counted)
Running total: 1 of 3 biz days used
▶ Clock Running
Status: Assigned
Jan 28 → Jan 28, 2026
0 business days (counted)
Running total: 1 of 3 biz days used
Created: Nov 4, 2025 Completed: Jan 28, 2026
Business Days Used 1 / 3
0 3d budget
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Nov 4 → Nov 4 Created ▶ Running 0 0 / 3
Nov 4 → Nov 4 L2 Screening ▶ Running 0 0 / 3
Nov 4 → Jan 27 Awaiting Parts ⏸ Paused 54 —
Jan 27 → Jan 28 L2 Review ▶ Running 1 1 / 3
Jan 28 → Jan 28 Entered ▶ Running 0 1 / 3
Jan 28 → Jan 28 Assigned ▶ Running 0 1 / 3
Dispatch 0.1d
Material Management 55.0d
✗ SLA Missed
Dispatch
0.1 days
Material Management
55.0 days
Over SLA
Created: Nov 4, 2025 Due: Nov 7, 2025 Completed: Jan 28, 2026 (81 days late)
📅
56.0 days Total Age
⏱️
55.0d in Awaiting Parts Longest Stage
🔄
6 transitions Status Changes
⚠️
54.0d 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 #00536905
WO-01308650
Closed
Q-00030684 Room 8 scale is not accurate. - investigated reported issue: weighing scale needs to be recalibrated - confirmed issue with scale. Scale would not power on to perform calibration - discovered excessive corrosion on battery terminal plates leaking into wires - cleaned off as much corrosion as possible - problem persisted. No power. Scale non responsive/nonfunctional - debriefed POC of findings, work performed and next step actions - POC requests quote for scale head assembly replacement as well as quote for entirely new scale before making decision to move forward. Customer will likely look into transferring a replacement scale from another location if available, but also requested a quote for replacing entire head assembly for 500KL scale and Quote for entire new scale and new equipment inspection Part needed Qty-1 500KL
Priority
Standard
Origin
Created From WO
Reason
New Case
Contact
Heather Benefield
Owner
Sherry Reich
Created
Oct 20, 2025
Work Orders from this Case (1)
WO-01312877 (current) Invoiced
Virtual Tech - Drop Shipment • Virtual Tech
Created: Nov 4, 2025 • Closed: Jan 28, 2026
Completed with significant delays
Invoiced • 120 days old
🚨
Primary Delay 55.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 54.0 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
L2 Screening
0.0d / 1.0d SLA
Awaiting Parts
55.0d / 3.0d SLA
L2 Review
2.0d
Closed
3.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
VT Drop shipment
🔍 Technician Findings
VT Drop shipment
⚠️ Problem Description
Q-00030684 Room 8 scale is not accurate. - investigated reported issue: weighing scale needs to be recalibrated - confirmed issue with scale. Scale would not power on to perform calibration - discovered excessive corrosion on battery terminal plates leaking into wires - cleaned off as much corrosion as possible - problem persisted. No power. Scale non responsive/nonfunctional - debriefed POC of findings, work performed and next step actions - POC requests quote for scale head assembly replacement as well as quote for entirely new scale before making decision to move forward. Customer will likely look into transferring a replacement scale from another location if available, but also requested a quote for replacing entire head assembly for 500KL scale and Quote for entire new scale and new equipment inspection Part needed Qty-1 500KL https://www.ebiotrack.com/workorder.php?wo=69443

Timeline

📞
Case Linked Oct 20, 3:45 PM
Case Number: 00536905
Subject: WO-01308650
Status: Closed
🚨 12.0 business days
📋
▶
2 Work Order Created Nov 4, 8:11 AM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Sherry Reich
From: Entered
To: L2 Screening
Duration in Previous: 0m
📦
▶
2 Parts Requested Nov 4, 8:34 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Wendy Argueta
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 22m
🚨 55.0 business days
🔩
▶
2 2x Parts Added Jan 27, 9:52 AM
2x Parts Added → Status: L2 Review
👀
Status: L2 Review by Keith Fricke
From: Awaiting Parts
To: L2 Review
Duration in Previous: 84d 1h
🆕
▶
4 Status: Entered Jan 28, 8:00 AM
Status: Entered → Labor Added → Technician Assigned → Status: Assigned
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 0.51666666666667
👷
Technician Assigned by Derek Reynolds
Technician: a0h8Y00000JjEstQAF, Virtual Tech
👷
Status: Assigned by Derek Reynolds
From: Entered, Assigned, Completed
To: Assigned, Completed, Closed
Duration in Previous: 1m, 0m
⏳ 3.0 business days
📄
▶
2 Status: Ready to Bill Jan 30, 6:11 PM
Status: Ready to Bill → Invoice Created
🧾
Invoice Created
Invoice Number: SM-252730

Bottlenecks

Awaiting Parts
Duration: 55.0 business days (threshold: 3.0 business days)
Exceeded by 52.0 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00536905
Closed
📦
Parts Order 00084689
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Drop Shipment
Branch
Edge
Technician
Virtual Tech
Scheduled
N/A
Created
Nov 4, 8:11 AM
Invoice #
SM-252730

Work Details (3)

Name Type Status Qty Amount Date
WL-03079690 Parts Open 1 $688.68 Jan 27, 9:52 AM
WL-03079691 Expenses Open 1 $60.00 Jan 27, 9:52 AM
WL-03081218 Labor Open 0.51666666666667 $91.04 Jan 28, 8:02 AM

Details