Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01313237 ↗ ServiceMax

VillageMD • Inspection • PSM

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

Nov 5, 2025 → Feb 9, 2026

✅ Completed
PSM
SLA Clock
Last business day of November 2025 · Target: Nov 28, 2025
✗ SLA Missed (48 biz days late)
Active: 63 biz days
🕐 Clock stopped: Completed (Feb 10, 2026)
▶ Clock Running
Status: Created
Nov 5 → Nov 5, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 5 → Nov 10, 2025
3 business days (counted)
Running total: 3 of ? biz days used
8d
▶ Clock Running
Status: Assigned
Nov 10 → Nov 21, 2025
8 business days (counted)
Running total: 11 of ? biz days used
▶ Clock Running
Status: Entered
Nov 21 → Nov 21, 2025
0 business days (counted)
Running total: 11 of ? biz days used
20d
▶ Clock Running
Status: Ready for Scheduling
Nov 21 → Dec 23, 2025
20 business days (counted)
Running total: 31 of ? biz days used
▶ Clock Running
Status: Assigned
Dec 23 → Dec 23, 2025
0 business days (counted)
Running total: 31 of ? biz days used
12d
▶ Clock Running
Status: Scheduled
Dec 23 → Jan 12, 2026
12 business days (counted)
Running total: 43 of ? biz days used
▶ Clock Running
Status: Reschedule
Jan 12 → Jan 12, 2026
0 business days (counted)
Running total: 43 of ? biz days used
▶ Clock Running
Status: Scheduled
Jan 12 → Jan 13, 2026
1 business day (counted)
Running total: 44 of ? biz days used
▶ Clock Running
Status: Reschedule
Jan 13 → Jan 13, 2026
0 business days (counted)
Running total: 44 of ? biz days used
8d
▶ Clock Running
Status: Scheduled
Jan 13 → Jan 26, 2026
8 business days (counted)
Running total: 52 of ? biz days used
▶ Clock Running
Status: Reschedule
Jan 26 → Jan 26, 2026
0 business days (counted)
Running total: 52 of ? biz days used
10d
▶ Clock Running
Status: Scheduled
Jan 26 → Feb 9, 2026
10 business days (counted)
Running total: 62 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 9 → Feb 10, 2026
1 business day (counted)
Running total: 63 of ? biz days used
Created: Nov 5, 2025 Completed: Feb 10, 2026
Show SLA Clock Detail (14 periods)
Period Status Clock Biz Days Running Total
Nov 5 → Nov 5 Created ▶ Running 0 0
Nov 5 → Nov 10 Ready for Scheduling ▶ Running 3 3
Nov 10 → Nov 21 Assigned ▶ Running 8 11
Nov 21 → Nov 21 Entered ▶ Running 0 11
Nov 21 → Dec 23 Ready for Scheduling ▶ Running 20 31
Dec 23 → Dec 23 Assigned ▶ Running 0 31
Dec 23 → Jan 12 Scheduled ▶ Running 12 43
Jan 12 → Jan 12 Reschedule ▶ Running 0 43
Jan 12 → Jan 13 Scheduled ▶ Running 1 44
Jan 13 → Jan 13 Reschedule ▶ Running 0 44
Jan 13 → Jan 26 Scheduled ▶ Running 8 52
Jan 26 → Jan 26 Reschedule ▶ Running 0 52
Jan 26 → Feb 9 Scheduled ▶ Running 10 62
Feb 9 → Feb 10 Tech On Site ▶ Running 1 63
Dispatch 0.1d
Coordinators 68.7d
Field Work 1.5d
✗ SLA Missed
Dispatch
0.1 days
Coordinators
68.7 days
Over SLA
Field Work
1.5 days
Over SLA
Created: Nov 5, 2025 Due: Jan 30, 2026 Completed: Feb 10, 2026 (10 days late)
📅
63.4 days Total Age
⏱️
20.4d in Ready for Scheduling Longest Stage
🔄
15 transitions Status Changes
⚠️
59.2d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
7 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00541032
eBiotrack - Automated New Inspection Created
Closed
Inspection: Annual Equipment Electrical Safety Test And Calibration Service Equipment: 117 https://www.ebiotrack.com/inspection.php?iid=31023 >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Inspection Flag: This customer is VT/Full-Service. All parts orders and warranty inquires need to be handled by EMSAR.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Julie Jackson
Owner
John Rolston
Created
Nov 5, 2025
Work Orders from this Case (1)
WO-01313237 (current) Invoiced
Inspection • Dylan Ingraham
Created: Nov 5, 2025 • Closed: Feb 9, 2026
Completed with significant delays
Invoiced • 119 days old
🚨
Primary Delay 20.4 days stuck in "Ready for Scheduling"
⏱️
Total Delay 59.2 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.1d / 0.5d SLA
Ready for Scheduling
24.3d / 1.0d SLA
Assigned
9.1d / 0.5d SLA
Scheduled
34.8d / 2.0d SLA
Reschedule
0.5d / 2.0d SLA
Tech On Site
1.5d / 1.0d SLA
Closed
2.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1/26/26 RBerry- Received confirmation from Ricky Deloach to reschedule for 2/9/26 with an arrival time between 9-11AM. See logged email.


1/26/26 RBerry- Due to inclement weather( ice/snowstorm), repairs for 1/26/26 had to be rescheduled for 1/28/26. Emailed Ricky Deloach to reschedule for next available date 2/9/26 with an arrival time between 9-11AM. Per RIngraham work for DIngraham for 1/26/28 will need to be rescheduled. Soonest available date for repairs was 1/28/26


1/13/26 AJinerson - Confirmation email from Ricky to schedule for any day that week. Sent email back to Ricky confirming we have tech scheduled for Weds. 1/28 with eta between 9am-11am.


1/13/26 AJinerson - Received email back from Ricky asking to schedule for an afternoon - I sent email back to Ricky informing him that since this site has a larger volume of equipment, our technician will most likely need a full day on-site to complete inspection service. Asking what day would be best for them to accommodate this.

1/12/26 AJinerson - Received email back from POC Ricky stating they need to reschedule due to closed for holiday on Mon. 1/19.

Sent email back asking what days between 1/27-1/30 work for them.

1/12/26 AJinerson - Received confirmation from POC Ricky to reschedule for 1/19 with eta between 9am-11am.

1/12/26 AJinerson - Placing WO into reschedule status due to tech needing to cover multiple repairs. Sent email following up with Ricky regarding needing to reschedule.

12/23/25 AJinerson - Sent email back to Ricky confirming tech visit for 1/13/26 with eta between 9am-11am:

onsite contact: Ricky Deloach

arrival instructions:

special requirements:


12/23/25 AJinerson - Received email confirmation from Ricky Deloach to schedule service visit on Tuesday, 1/13/26 with eta between 9am-11am.


Updated POC:

Ricky Deloach

470-878-6401

rdeloach@villagemedical.com


12/23/25 AJinerson - Sent email to secondary contact - Ricky Deloach at rdeloach@villagemedical.com offering to schedule on Tues. 1/13/26 9am-11am arrival.


12/23/25 AJinerson - Email to Julie Jackson came back as undeliverable.

12/23/25 AJinerson - Sent email to Julie Jackson offering tech visit on Tuesday, 1/13/26 with eta between 9am-11am.


12/23/25 AJinerson - Called Julie Jackson to follow up and schedule tech visit for Annual Inspection Service. No answer, left additional VM regarding scheduling. 


11/21/25 RBerry- Due date is incorrect. Due date should be EOM January. Returned to dispatch for correction.


11/10/25 AJinerson - Called POC Julie to schedule tech visit. Left VM regarding scheduling tech visit. 


11/07/2025 LHill-sent email to Julie Jackson to confirm contact & equipment.


11/07/2025 LHill-LM at (404) 783-1453 for Julie Jackson to confirm contact & equipment.


11/06/2025 LHill-sent email to Julie Jackson to confirm contact & equipment.


11/06/2025 LHill-LM at (404) 783-1453 for Julie Jackson to confirm contact & equipment.

🔧 Work Performed
2/9 DI: ARRIVED TO SITE AND CHECKED IN WITH CUSTOMER - COMPLETED ANNUAL INSPECTION SERVICE OF 125 DEVICES (121 PASS - 4 FAIL) - VERIFIED THAT ALL EQUIPMENT HAD BEEN LOCATED / INSPECTED - ARCHIVED OLD / MISSING DEVICES - ADVISED CUSTOMER OF EQUIPMENT STATUS AND RETURNED ALL PASSING DEVICES TO SERVICE
🔍 Technician Findings
2/9 DI: ANNUAL INSPECTION SERVICE
⚠️ Problem Description
Inspection: Annual Equipment Electrical Safety Test And Calibration Service Equipment: 117 https://www.ebiotrack.com/inspection.php?iid=31023 >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Inspection Flag: This customer is VT/Full-Service. All parts orders and warranty inquires need to be handled by EMSAR.

Timeline

📞
Case Linked Nov 5, 6:00 AM
Case Number: 00541032
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Nov 5, 12:08 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by John Rolston
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
⏳ 4.0 business days
👷
▶
2 Technician Assigned Nov 10, 10:44 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Abby Jinerson
From: Ready for Scheduling
To: Assigned
Duration in Previous: 4d 22h
⚠️ 9.0 business days
🆕
Status: Entered by Rhea Berry Nov 21, 2:39 PM
From: Assigned
To: Entered
Duration in Previous: 11d 3h
📅
Status: Ready for Scheduling by John Rolston Nov 21, 3:25 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 45m
🚨 21.0 business days
👷
▶
2 Status: Assigned Dec 23, 10:56 AM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Abby Jinerson
Technician: Dylan Ingraham
📅
▶
2 Dispatch Scheduled Dec 23, 11:27 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Ben Saur
From: Assigned
To: Scheduled
Duration in Previous: 30m
🚨 13.0 business days
🔄
Status: Reschedule by Abby Jinerson Jan 12, 9:19 AM
From: Scheduled
To: Reschedule
Duration in Previous: 19d 21h
🗓️
▶
2 Status: Scheduled Jan 12, 12:04 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Abby Jinerson
Scheduled For: 2026-01-19T14:00:00.000+0000
🔄
Status: Reschedule by Abby Jinerson Jan 13, 8:40 AM
From: Scheduled
To: Reschedule
Duration in Previous: 20h 36m
📅
▶
2 Dispatch Scheduled Jan 13, 10:05 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Ben Saur
From: Reschedule
To: Scheduled
Duration in Previous: 1h 25m
⚠️ 9.0 business days
🔄
Status: Reschedule by Rhea Berry Jan 26, 9:41 AM
From: Scheduled
To: Reschedule
Duration in Previous: 12d 23h
🗓️
▶
2 Status: Scheduled Jan 26, 9:48 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Rhea Berry
Scheduled For: 2026-02-09T14:00:00.000+0000
🚨 11.0 business days
🔧
Status: Tech On Site by Dylan Ingraham Feb 9, 11:47 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 14d 1h
🔩
▶
2 7x Parts Added Feb 9, 11:29 PM
7x Parts Added → Status: Completed
✔️
Status: Completed by Dylan Ingraham
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 11h 42m, 0m
⏳ 2.1 business days
📄
Status: Ready to Bill by Diane Patton Feb 11, 1:18 PM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 1d 13h, 0m
⏳ 3.0 business days
🧾
Invoice Created Feb 15, 5:46 PM
Invoice Number: SM-253598

Bottlenecks

Ready for Scheduling
Duration: 3.9 business days (threshold: 1.0 business days)
Exceeded by 2.9 business days
Assigned
Duration: 9.0 business days (threshold: 4.0 business hours)
Exceeded by 8.5 business days
Ready for Scheduling
Duration: 20.4 business days (threshold: 1.0 business days)
Exceeded by 19.4 business days
Scheduled
Duration: 12.9 business days (threshold: 2.0 business days)
Exceeded by 10.9 business days
Scheduled
Duration: 9.0 business days (threshold: 2.0 business days)
Exceeded by 7.0 business days
Scheduled
Duration: 11.0 business days (threshold: 2.0 business days)
Exceeded by 9.0 business days
Tech On Site
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 3.7 business hours
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00541032
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Dylan Ingraham
Scheduled
Feb 9, 9:00 AM
Created
Nov 5, 12:08 PM
Invoice #
SM-253598

Work Details (7)

Name Type Status Qty Amount Date
WL-03098641 Parts Open 1 $324.00 Feb 9, 11:29 PM
WL-03098642 Labor Open 1 $0.00 Feb 9, 11:29 PM
WL-03098643 Labor Open 5.75 $2,180.00 Feb 9, 11:29 PM
WL-03098644 Labor Open 1.25 $0.00 Feb 9, 11:29 PM
WL-03098645 Travel Open 30 - Feb 9, 11:29 PM
WL-03098646 Travel Open 30 - Feb 9, 11:29 PM
WL-03098647 Expenses Open 1 $0.00 Feb 9, 11:29 PM

Details