Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01316215 ↗ ServiceMax

Community Health Center CHC New Britain • Misc. Inspection • P5

📍 CHC Mobile Dental (10448-01-010) — 33 Ferry St., Middletown CT, 06457

Nov 19, 2025 → Dec 18, 2025

✅ Completed
P5
SLA Clock
5 business days from creation · Target: Nov 26, 2025
✗ SLA Missed (15 biz days late)
Active: 20 biz days
Budget: 5 biz days
🕐 Clock stopped: Completed (Dec 19, 2025)
SLA Target
▶ Clock Running
Status: Created
Nov 19 → Nov 19, 2025
0 business days (counted)
Running total: 0 of 5 biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 19 → Nov 19, 2025
0 business days (counted)
Running total: 0 of 5 biz days used
▶ Clock Running
Status: Assigned
Nov 19 → Nov 20, 2025
1 business day (counted)
Running total: 1 of 5 biz days used
13d
▶ Clock Running
Status: Scheduled
Nov 20 → Dec 11, 2025
13 business days (counted)
Running total: 14 of 5 biz days used
▶ Clock Running
Status: Entered
Dec 11 → Dec 11, 2025
0 business days (counted)
Running total: 14 of 5 biz days used
▶ Clock Running
Status: Assigned
Dec 11 → Dec 11, 2025
0 business days (counted)
Running total: 14 of 5 biz days used
5d
▶ Clock Running
Status: Scheduled
Dec 11 → Dec 18, 2025
5 business days (counted)
Running total: 19 of 5 biz days used
▶ Clock Running
Status: Tech On Site
Dec 18 → Dec 19, 2025
1 business day (counted)
Running total: 20 of 5 biz days used
Created: Nov 19, 2025 Completed: Dec 19, 2025
Business Days Used 20 / 5
0 5d budget +15d over
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Nov 19 → Nov 19 Created ▶ Running 0 0 / 5
Nov 19 → Nov 19 Ready for Scheduling ▶ Running 0 0 / 5
Nov 19 → Nov 20 Assigned ▶ Running 1 1 / 5
Nov 20 → Dec 11 Scheduled ▶ Running 13 14 / 5
Dec 11 → Dec 11 Entered ▶ Running 0 14 / 5
Dec 11 → Dec 11 Assigned ▶ Running 0 14 / 5
Dec 11 → Dec 18 Scheduled ▶ Running 5 19 / 5
Dec 18 → Dec 19 Tech On Site ▶ Running 1 20 / 5
Dispatch 0.0d
Coordinators 21.9d
Field Work 1.0d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
21.9 days
Over SLA
Field Work
1.0 days
Over SLA
Billing
0.0 days
Created: Nov 19, 2025 Due: Nov 26, 2025 Completed: Dec 19, 2025 (22 days late)
📅
20.0 days Total Age
⏱️
14.0d in Scheduled Longest Stage
🔄
9 transitions Status Changes
⚠️
19.3d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00544874
Dental Chair inspections needed
Closed
New Miscellaneous Equipment Inspection CHC has received 5 new dental patient chairs we need to schedule inspections. https://www.ebiotrack.com/inspection.php?iid=31330
Priority
Standard
Origin
Email
Reason
New Case
Contact
Melissa Thibeault
Owner
Shelby Robinson
Created
Nov 18, 2025
Work Orders from this Case (1)
WO-01316215 (current) Invoiced
Misc. Inspection • Mohamed Shareed
Created: Nov 19, 2025 • Closed: Dec 18, 2025
Completed with significant delays
Invoiced • 105 days old
🚨
Primary Delay 14.0 days stuck in "Scheduled"
⏱️
Total Delay 19.3 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
0.2d / 1.0d SLA
Assigned
1.7d / 0.5d SLA
Scheduled
20.0d / 2.0d SLA
Tech On Site
1.0d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
12/2 KSmith -- Melissa requested we reschedule the service. Rescheduled for 12/18 per Melissa's request

11/20 KSmith -- Scheduled for 12/4 with Melissa. 11am-1pm. Shawn is aware SLA will be missed. All FSEs are booked with WOs/PTO/Inventory/Holiday

11/19 KSmith -- Sent email to schedule for 12/4

🔧 Work Performed
Completed misc inspection. All work documented in ebiotrack S.O #: 370-17235-31330.
🔍 Technician Findings
Completed misc inspection. All work documented in ebiotrack S.O #: 370-17235-31330.
⚠️ Problem Description
New Miscellaneous Equipment Inspection CHC has received 5 new dental patient chairs we need to schedule inspections. https://www.ebiotrack.com/inspection.php?iid=31330

Timeline

📞
Case Linked Nov 18, 1:44 PM
Case Number: 00544874
Subject: Dental Chair inspections needed
Status: Closed
📋
▶
2 Work Order Created Nov 19, 11:39 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Shelby Robinson
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Technician Assigned Nov 19, 1:03 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1h 23m
🗓️
▶
2 Status: Scheduled Nov 20, 8:06 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-12-04T17:00:00.000+0000
⚠️ 7.0 business days
📅
Dispatch Scheduled by Kourtney Smith Dec 2, 4:28 PM
Scheduled For: 2025-12-18T15:00:00.000+0000
⚠️ 7.9 business days
🆕
▶
3 Status: Entered Dec 11, 8:38 AM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kourtney Smith
Technician: a0h5A00000HDTDDQA5, Mohamed Shareed
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-12-18T15:00:00.000+0000
⚠️ 6.0 business days
🔧
Status: Tech On Site by Mohamed Shareed Dec 18, 10:11 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 7d 1h
⏱️
▶
3 3x Labor Added Dec 18, 7:16 PM
3x Labor Added → Status: Completed → Status: Closed
✔️
Status: Completed by Mohamed Shareed
From: Tech On Site
To: Completed
Duration in Previous: 9h 7m
🏁
Status: Closed by Mohamed Shareed
From: Completed
To: Closed
Duration in Previous: 1m
⏳ 3.6 business days
📄
▶
3 Status: Ready to Bill Dec 23, 9:49 AM
Status: Ready to Bill → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
🧾
Invoice Created
Invoice Number: SM-249803

Bottlenecks

Assigned
Duration: 1.7 business days (threshold: 4.0 business hours)
Exceeded by 1.2 business days
Scheduled
Duration: 14.0 business days (threshold: 2.0 business days)
Exceeded by 12.0 business days
Scheduled
Duration: 6.0 business days (threshold: 2.0 business days)
Exceeded by 4.0 business days
Tech On Site
Duration: 1.0 business days (threshold: 1.0 business days)
Exceeded by 0.3 business hours
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00544874
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P5
Type
Misc. Inspection
Branch
Edge
Technician
Mohamed Shareed
Scheduled
Dec 18, 10:00 AM
Created
Nov 19, 11:39 AM
Invoice #
SM-249803

Work Details (3)

Name Type Status Qty Amount Date
WL-03042580 Labor Open 2 $162.74 Dec 18, 7:16 PM
WL-03042581 Labor Open 1.25 $186.25 Dec 18, 7:16 PM
WL-03042582 Travel Open 90 - Dec 18, 7:16 PM

Details