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WO-01315955 ↗ ServiceMax

Sono Bello • Virtual Tech - Field Repair • P3

📍 SC-Columbia — 500 Taylor Street, 1st Floor, Columbia SC, 29201

Nov 18, 2025 → Nov 18, 2025

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Nov 21, 2025
✓ SLA Met (3 biz days early)
Active: 0 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Nov 18, 2025)
SLA Target
▶ Clock Running
Status: Created
Nov 18 → Nov 18, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
0d
▶ Clock Running
Status: Ready for Scheduling
Nov 18 → Nov 18, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
0d
▶ Clock Running
Status: Assigned
Nov 18 → Nov 18, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
0d
▶ Clock Running
Status: Scheduled
Nov 18 → Nov 18, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Nov 18 → Nov 18, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
Created: Nov 18, 2025 Completed: Nov 18, 2025
Business Days Used 0 / 3
0 3d budget
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Nov 18 → Nov 18 Created ▶ Running 0 0 / 3
Nov 18 → Nov 18 Ready for Scheduling ▶ Running 0 0 / 3
Nov 18 → Nov 18 Assigned ▶ Running 0 0 / 3
Nov 18 → Nov 18 Scheduled ▶ Running 0 0 / 3
Nov 18 → Nov 18 Tech On Site ▶ Running 0 0 / 3
Dispatch 0.0d
Coordinators 0.4d
Field Work 0.0d
Billing 0.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
0.4 days
Field Work
0.0 days
Billing
0.0 days
Created: Nov 18, 2025 Due: Nov 21, 2025 Completed: Nov 18, 2025 (3 days early)
📅
0.4 days Total Age
⏱️
3.3d in Closed Longest Stage
🔄
7 transitions Status Changes
⚠️
2.3d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00544745
New Voice Message from Virtual Tech HCP - WIRELESS CALLER (770) 366-1999 on 11/18/2025 10:34 AM
Closed
somebody to come out to service it as soon as possible. Please call back at 770-366-1999.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Columbia Practice Manager
Owner
Virtual Tech
Created
Nov 18, 2025
Work Orders from this Case (1)
WO-01315955 (current) Invoiced
Virtual Tech - Field Repair • Eric Colon
Created: Nov 18, 2025 • Closed: Nov 18, 2025
Completed with minor delays
Invoiced • 106 days old
🚨
Primary Delay 3.3 days stuck in "Closed"
⏱️
Total Delay 2.3 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
0.0d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
0.3d / 2.0d SLA
Tech On Site
0.0d / 1.0d SLA
Closed
3.3d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/18 MOwens Called and spoke to Practice manager and scheduled the visit for this afternoon between 3-5pm.

🔧 Work Performed
11/18/25- EColon- Arrived onsite, checked in with front desk. Customer said that sometimes the base up will not rise. While troubleshooting found that depending on the position of the wire on hand control the base up will stop/start functioning. Checked hand control on another chair and same issue occurred. Hand control has a short. Tested foot control and no issues occurred. Called midmark for part number. Hand control PN:002-0911-04 $557. Customer does not want to order part. Repair complete.
🔍 Technician Findings
Base up sometimes does not work
⚠️ Problem Description
somebody to come out to service it as soon as possible. Please call back at 770-366-1999.

Timeline

📞
Case Linked Nov 18, 11:34 AM
Case Number: 00544745
Subject: New Voice Message from Virtual Tech HCP - WIRELESS CALLER (770) 366-1999 on 11/18/2025 10:34 AM
Status: Closed
📋
▶
2 Work Order Created Nov 18, 1:07 PM
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 18, 1:29 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 22m
🗓️
▶
2 Status: Scheduled Nov 18, 1:53 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2025-11-18T20:00:00.000+0000
⏱️
4x Labor Added Nov 18, 3:27 PM
Type: Labor, Travel
Status: Open
Qty: 0.5, 1, 5.7
🔧
▶
3 Status: Tech On Site Nov 18, 4:24 PM
Status: Tech On Site → Labor Added → Status: Completed
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 0.5
✔️
Status: Completed by Eric Colon
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 4m, 0m
⏳ 3.9 business days
📄
▶
2 Status: Ready to Bill Nov 21, 10:40 AM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
🚨 10.0 business days
🧾
Invoice Created Dec 8, 4:33 PM
Invoice Number: 247333

Bottlenecks

Closed
Duration: 3.3 business days (threshold: 1.0 business days)
Exceeded by 2.3 business days

🔗 Related Artifacts

📞
Case 00544745
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Eric Colon
Scheduled
Nov 18, 3:00 PM
Created
Nov 18, 1:07 PM
Invoice #
247333

Work Details (5)

Name Type Status Qty Amount Date
WL-03011540 Labor Open 0.5 $59.50 Nov 18, 3:27 PM
WL-03011541 Labor Open 1 $119.00 Nov 18, 3:27 PM
WL-03011542 Travel Open 5.7 - Nov 18, 3:27 PM
WL-03011543 Travel Open 5.7 - Nov 18, 3:27 PM
WL-03011710 Labor Open 0.5 $59.50 Nov 18, 4:27 PM

Details