Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01316130 ↗ ServiceMax

Eyecheq • Removal • PC

📍 Walmart store 3709 — 2427 GRESHAM RD SE, Atlanta GA, 30316

Nov 18, 2025 → Nov 21, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Nov 28, 2025
✓ SLA Met (3 biz days early)
Active: 3 biz days
🕐 Clock stopped: Completed (Nov 22, 2025)
▶ Clock Running
Status: Created
Nov 18 → Nov 18, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: L2 Screening
Nov 18 → Nov 18, 2025
0 business days (counted)
Running total: 0 of ? biz days used
1d
▶ Clock Running
Status: Entered
Nov 18 → Nov 19, 2025
1 business day (counted)
Running total: 1 of ? biz days used
▶ Clock Running
Status: L2 Screening
Nov 19 → Nov 19, 2025
0 business days (counted)
Running total: 1 of ? biz days used
▶ Clock Running
Status: Entered
Nov 19 → Nov 19, 2025
0 business days (counted)
Running total: 1 of ? biz days used
▶ Clock Running
Status: Production
Nov 19 → Nov 19, 2025
0 business days (counted)
Running total: 1 of ? biz days used
⏸ Clock Paused
Status: Awaiting Parts
Nov 19 → Nov 19, 2025
0 business days (not counted)
1d
▶ Clock Running
Status: Ready for Scheduling
Nov 19 → Nov 20, 2025
1 business day (counted)
Running total: 2 of ? biz days used
1d
▶ Clock Running
Status: Scheduled
Nov 20 → Nov 21, 2025
1 business day (counted)
Running total: 3 of ? biz days used
0d
▶ Clock Running
Status: Tech On Site
Nov 21 → Nov 22, 2025
0 business days (counted)
Running total: 3 of ? biz days used
Created: Nov 18, 2025 Completed: Nov 22, 2025
Show SLA Clock Detail (10 periods)
Period Status Clock Biz Days Running Total
Nov 18 → Nov 18 Created ▶ Running 0 0
Nov 18 → Nov 18 L2 Screening ▶ Running 0 0
Nov 18 → Nov 19 Entered ▶ Running 1 1
Nov 19 → Nov 19 L2 Screening ▶ Running 0 1
Nov 19 → Nov 19 Entered ▶ Running 0 1
Nov 19 → Nov 19 Production ▶ Running 0 1
Nov 19 → Nov 19 Awaiting Parts ⏸ Paused 0 —
Nov 19 → Nov 20 Ready for Scheduling ▶ Running 1 2
Nov 20 → Nov 21 Scheduled ▶ Running 1 3
Nov 21 → Nov 22 Tech On Site ▶ Running 0 3
Dispatch 1.6d
Material Management 0.3d
Coordinators 2.9d
Field Work 0.5d
Billing 19.2d
✓ SLA Met
Dispatch
1.6 days
Over SLA
Material Management
0.3 days
Coordinators
2.9 days
Over SLA
Field Work
0.5 days
Billing
19.2 days
Over SLA
Created: Nov 18, 2025 Due: Nov 28, 2025 Completed: Nov 22, 2025 (6 days early)
📅
3.3 days Total Age
⏱️
19.0d in Billing Review Longest Stage
🔄
17 transitions Status Changes
⚠️
18.4d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
19 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
👤 Self-scheduled by Rozier Cole — scheduling delays attributed to technician, not coordinators
Visit 1 Nov 20, 2025
Visit 2 Nov 21, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00545026
Closed
Job B Tasks Ship EyeCheq crate to location Tech must take photos before disassembly. Disassemble, re-crate EyeCheq Kiosk, and ship to NC location Uninstall, collect, box up, and mail IT equipment back to Jordan's home office Two ACER chromebooks 1 Stripe terminal & charging cables 1 Unifi Dream machine router & charging cables At NC location, uncrate and assemble kiosk Return crate to EMSAR warehouse FROM Walmart Store 3709 2427 GRESHAM RD SE Atlanta, GA 30316 TO Atrium Health Primary Care One Health Family Medicine & Urgent Care 1188 Yadkinville Road Mocksville, NC 27028
Priority
High
Origin
Phone
Reason
New Case
Contact
N/A
Owner
Leona Coonrod
Created
Nov 18, 2025
Work Orders from this Case (1)
WO-01316130 (current) Invoiced
Removal • Rozier Cole
Created: Nov 18, 2025 • Closed: Nov 21, 2025
Completed with significant delays
Invoiced • 106 days old
🚨
Primary Delay 19.0 days stuck in "Billing Review"
⏱️
Total Delay 18.4 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
1.3d / 0.5d SLA
L2 Screening
0.2d / 1.0d SLA
Production
0.1d / 2.0d SLA
Awaiting Parts
0.3d / 3.0d SLA
Ready for Scheduling
1.7d / 1.0d SLA
Scheduled
1.2d / 2.0d SLA
Tech On Site
0.5d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Billing Review
19.0d / 2.0d SLA
Ready to Bill
0.2d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11.24.25 hshaw - moved WO to BR to clarify if freight involved.

11/19/25 lcoonrod

Tasks

Ship EyeCheq crate to location

🔧 Work Performed
discussed removal with cx - disassembled unit per instructions - packaged unit rails/sides and trim pieces - loaded dissembled eyechec system into crate
🔍 Technician Findings
located delivery driver - located cx - found unit needing removal
⚠️ Problem Description
Job B Tasks Ship EyeCheq crate to location Tech must take photos before disassembly. Disassemble, re-crate EyeCheq Kiosk, and ship to NC location Uninstall, collect, box up, and mail IT equipment back to Jordan's home office Two ACER chromebooks 1 Stripe terminal & charging cables 1 Unifi Dream machine router & charging cables At NC location, uncrate and assemble kiosk Return crate to EMSAR warehouse FROM Walmart Store 3709 2427 GRESHAM RD SE Atlanta, GA 30316 TO Atrium Health Primary Care One Health Family Medicine & Urgent Care 1188 Yadkinville Road Mocksville, NC 27028
📄 Description
Higi Green Kiosk with 4G installed

Timeline

📞
Case Linked Nov 18, 4:22 PM
Case Number: 00545026
Subject:
Status: Closed
📋
▶
2 Work Order Created Nov 18, 4:52 PM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Leona Coonrod
From: Entered
To: L2 Screening
Duration in Previous: 0m
🆕
Status: Entered by Emmanuel Morales Nov 18, 5:37 PM
From: L2 Screening
To: Entered
Duration in Previous: 45m
🔍
Status: L2 Screening by Leona Coonrod Nov 19, 8:13 AM
From: Entered
To: L2 Screening
Duration in Previous: 14h 36m
🆕
Status: Entered by Leona Coonrod Nov 19, 9:01 AM
From: L2 Screening
To: Entered
Duration in Previous: 47m
🏭
Status: Production by Leona Coonrod Nov 19, 10:18 AM
From: Entered
To: Production
Duration in Previous: 1h 17m
📦
▶
2 Parts Requested Nov 19, 10:54 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Brendan Chaney
From: Production
To: Awaiting Parts
Duration in Previous: 35m
📅
Status: Ready for Scheduling by Robert Cox Nov 19, 1:17 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 2h 22m
⏳ 2.0 business days
💵
▶
6 2x Expenses Added Nov 20, 5:31 PM
2x Expenses Added → Technician Assigned → Status: Scheduled → Dispatch Scheduled → Dispatch Scheduled → Dispatch Scheduled
👷
Technician Assigned by Stephanie Ramen
Technician: a0hVU000000KcHFYA0, Rozier Cole
🗓️
Status: Scheduled by Stephanie Ramen
From: Ready for Scheduling
To: Scheduled
Duration in Previous: 1d 4h
📅
Dispatch Scheduled by Stephanie Ramen
Scheduled For: 2025-11-21T13:30:00.000+0000
📅
Dispatch Scheduled by Matthew Bateman
Scheduled For: 2025-11-21T14:30:00.000+0000
📅
Dispatch Scheduled by Stephanie Ramen
Scheduled For: 2025-11-21T13:30:00.000+0000, 2025-11-21T14:30:00.000+0000
📅
▶
2 Dispatch Scheduled Nov 20, 5:37 PM
Dispatch Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Stephanie Ramen
Scheduled For: 2025-11-21T14:30:00.000+0000
⏱️
2x Labor Added Nov 20, 9:51 PM
Type: Labor, Travel
Status: Open
Qty: 4, 240
💵
2x Expenses Added Nov 21, 1:04 AM
Type: Expenses
Status: Open
Qty: 1
🔩
2x Parts Added Nov 21, 10:56 AM
Type: Parts, Expenses
Status: Open
Qty: 2, 1
🔧
Status: Tech On Site by Rozier Cole Nov 21, 2:41 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 21h 8m
⏱️
3x Labor Added Nov 21, 9:49 PM
Type: Labor, Travel
Status: Open
Qty: 1.5, 3, 23
💵
3x Expenses Added Nov 21, 10:11 PM
Type: Expenses
Status: Open
Qty: 1
⏱️
▶
2 4x Labor Added Nov 21, 10:42 PM
4x Labor Added → Status: Completed
✔️
Status: Completed by Rozier Cole
From: Tech On Site
To: Completed
Duration in Previous: 8h 0m
🏁
Status: Closed by Rozier Cole Nov 21, 10:59 PM
From: Completed
To: Closed
Duration in Previous: 16m
⏳ 1.1 business days
💵
Status: Billing Review by Hannah Shaw Nov 24, 10:28 AM
From: Closed
To: Billing Review
Duration in Previous: 2d 11h
🚨 19.0 business days
⏱️
▶
2 Labor Added Dec 22, 1:26 PM
Labor Added → Status: Ready to Bill
📄
Status: Ready to Bill by Chris Bakkemo
From: Billing Review
To: Ready to Bill
Duration in Previous: 28d 2h
💵
▶
2 Status: Billing Review Dec 22, 1:44 PM
Status: Billing Review → Status: Ready to Bill
📄
Status: Ready to Bill by Hannah Shaw
From: Billing Review
To: Ready to Bill
Duration in Previous: 3m
📨
▶
3 Status: Invoice Pending Dec 22, 2:50 PM
Status: Invoice Pending → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 3m
🧾
Invoice Created
Invoice Number: SM-249767

Bottlenecks

Entered
Duration: 1.2 business days (threshold: 4.0 business hours)
Exceeded by 5.4 business hours
Ready for Scheduling
Duration: 1.7 business days (threshold: 1.0 business days)
Exceeded by 5.7 business hours
Billing Review
Duration: 19.0 business days (threshold: 2.0 business days)
Exceeded by 17.0 business days

🔗 Related Artifacts

📞
Case 00545026
Closed
📦
Parts Order 00085551
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Removal
Branch
N/A
Technician
Rozier Cole
Scheduled
Nov 21, 9:30 AM
Created
Nov 18, 4:52 PM
Invoice #
SM-249767

Work Details (19)

Name Type Status Qty Amount Date
WL-03015280 Expenses Open 1 $0.00 Nov 20, 5:31 PM
WL-03015281 Expenses Open 1 $0.00 Nov 20, 5:31 PM
WL-03015672 Labor Open 4 $476.00 Nov 20, 9:51 PM
WL-03015673 Travel Open 240 $168.00 Nov 20, 9:51 PM
WL-03015864 Expenses Open 1 $275.00 Nov 21, 1:04 AM
WL-03015865 Expenses Open 1 $0.00 Nov 21, 1:04 AM
WL-03016210 Parts Open 2 $0.00 Nov 21, 10:56 AM
WL-03016211 Expenses Open 1 $0.00 Nov 21, 10:56 AM
WL-03017325 Labor Open 1.5 $0.00 Nov 21, 9:49 PM
WL-03017326 Labor Open 3 $357.00 Nov 21, 9:49 PM
WL-03017327 Travel Open 23 $80.00 Nov 21, 9:49 PM
WL-03017334 Expenses Open 1 $0.00 Nov 21, 10:11 PM
WL-03017335 Expenses Open 1 $0.00 Nov 21, 10:11 PM
WL-03017336 Expenses Open 1 $0.00 Nov 21, 10:11 PM
WL-03017359 Labor Open 0.75 $119.00 Nov 21, 10:42 PM
WL-03017360 Labor Open 3 $357.00 Nov 21, 10:42 PM
WL-03017361 Expenses Open 1 $0.00 Nov 21, 10:42 PM
WL-03017362 Travel Open 16 $80.00 Nov 21, 10:42 PM
WL-03045215 Labor Open 1 $3,599.00 Dec 22, 1:26 PM

Details