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WO-01316449 ↗ ServiceMax

Advanced Dermatology and Cosmetic Surgery (ADCS) • Virtual Tech - Field Repair • P3

📍 ADCS - 340 - Dacula — 2089 Teron Trace, Suite 200, Dacula GA, 30019

Nov 20, 2025 → Nov 21, 2025

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Nov 25, 2025
✓ SLA Met (2 biz days early)
Active: 1 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Nov 22, 2025)
SLA Target
▶ Clock Running
Status: Created
Nov 20 → Nov 20, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
0d
▶ Clock Running
Status: Ready for Scheduling
Nov 20 → Nov 20, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Assigned
Nov 20 → Nov 20, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Entered
Nov 20 → Nov 20, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 20 → Nov 20, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
0d
▶ Clock Running
Status: Assigned
Nov 20 → Nov 20, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
1d
▶ Clock Running
Status: Scheduled
Nov 20 → Nov 21, 2025
1 business day (counted)
Running total: 1 of 3 biz days used
0d
▶ Clock Running
Status: Tech On Site
Nov 21 → Nov 22, 2025
0 business days (counted)
Running total: 1 of 3 biz days used
Created: Nov 20, 2025 Completed: Nov 22, 2025
Business Days Used 1 / 3
0 3d budget
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Nov 20 → Nov 20 Created ▶ Running 0 0 / 3
Nov 20 → Nov 20 Ready for Scheduling ▶ Running 0 0 / 3
Nov 20 → Nov 20 Assigned ▶ Running 0 0 / 3
Nov 20 → Nov 20 Entered ▶ Running 0 0 / 3
Nov 20 → Nov 20 Ready for Scheduling ▶ Running 0 0 / 3
Nov 20 → Nov 20 Assigned ▶ Running 0 0 / 3
Nov 20 → Nov 21 Scheduled ▶ Running 1 1 / 3
Nov 21 → Nov 22 Tech On Site ▶ Running 0 1 / 3
Dispatch 0.0d
Coordinators 2.4d
Field Work 1.0d
Billing 18.4d
✓ SLA Met
Dispatch
0.0 days
Coordinators
2.4 days
Over SLA
Field Work
1.0 days
Billing
18.4 days
Over SLA
Created: Nov 20, 2025 Due: Nov 25, 2025 Completed: Nov 22, 2025 (3 days early)
📅
2.0 days Total Age
⏱️
10.7d in Billing Review Longest Stage
🔄
12 transitions Status Changes
⚠️
16.1d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00545009
L2 review
Closed
The autoclave is not working properly. We are unable sterilize instruments properly. Model: Midmark - M-9 Model Type: Autoclave Custom Field: Notes: Asset ID: 6302465 Site: Advanced Dermatology and Cosmetic Surgery (ADCS) - ADCS - 340 - Dacula Department: DecaturDepreciation Start Date:Physical Location: LABDepreciation Term: yrsSerial #: V1884176 S/N:V1884176 Model: M9-022
Priority
High
Origin
Email
Reason
New Case
Contact
Gabrielle
Owner
Virtual Tech
Created
Nov 18, 2025
Work Orders from this Case (1)
WO-01316449 (current) Invoiced
Virtual Tech - Field Repair • Cynthia G Deville
Created: Nov 20, 2025 • Closed: Nov 21, 2025
Completed with significant delays
Invoiced • 104 days old
🚨
Primary Delay 10.7 days stuck in "Billing Review"
⏱️
Total Delay 16.1 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
0.4d / 1.0d SLA
Assigned
0.6d / 0.5d SLA
Scheduled
1.3d / 2.0d SLA
Tech On Site
1.0d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Billing Review
10.7d / 2.0d SLA
Ready to Bill
7.3d / 1.0d SLA
Invoiced
0.4d
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/22/25 DPatton - Request to delete SM-249758; SB placed in RTB but we need to delete subcontractor cost. Customer notified to disregard the invoice.

12/11/25 SBerry: Please delete/disregard subcontractor cost

12/11/25 DPatton - [Scott Berry]​ Is there an update on this from regarding the subcontractor cost of $198?

11/25/25 DPstton - Is there supposed to be a subcontract cost billing on this WO? It doesn't look like it was sent out for repair?


11/20/25 AJinerson - Received email back from POC Gabrielle confirming tech visit for 11/21 with eta between 9am-11am.

Asking who POC onsite will be, along with arrival instructions.


11/20/25 AJinerson - Sent follow up email to POC Gabrielle to see if they want to confirm appt. for 11/21 that we offered or schedule for 11/25 which would be next soonest if they can't schedule for tomorrow 11/21.


11/20/25 AJinerson - Called site and prompted 6 for site manager. No answer, left VM regarding scheduling. 


11/20/25 AJinerson - Called site to follow up and see if they would like to confirm scheduling tech visit for offered date of tomorrow, 11/21 since they need this done asap. 

No answer on nursing line, will call back and try site manager's line. 


11/20/25 AJinerson - Received email back from POC Gaby needing service sooner. Sent email back to Gaby offering (different tech) to visit tomorrow morning, 11/21 with arrival between 9AM-11AM.


11/20/25 AJinerson - Checking w/ tech sup if other HCP tech has skillset/avail. to take this sooner.


11/20/25 AJinerson - Sent Gaby email offering tech visit for either Tues. 11/25 between 2PM - 4PM arrival or Weds. 11/26 between 12PM - 2PM arrival.

(I just spoke with Gaby regarding scheduling a repair WO-01315934 for their Lawrenceville, GA location and she requested to schedule that repair on 11/26 instead of 11/25 which is why I offered Weds. for this site as well)


11/20/25 AJinerson - Called POC Gaby and left VM regarding needing to schedule tech visit. 

🔧 Work Performed
checked autoclave level, unit is level filled chamber to ensure water level correct ran unwrapped cycle, steam venting form the front checked door seal for damage door seal has no damage checked door seal ring to verify location of weld weld was on the bottom moved weld to top of seal ran unwrapped cycle cycle ran as expected no messages about not sterilized reassembled racks in unit clinic loaded autoclave with instruments ran pouches cycle autoclave working as expected
🔍 Technician Findings
autoclave not sterilizing
⚠️ Problem Description
Troubleshoot the autoclave. We are unable sterilize instruments properly. Model: Midmark - M-9 Model Type: Autoclave Custom Field: Notes: Asset ID: 6302465 Site: Advanced Dermatology and Cosmetic Surgery (ADCS) - ADCS - 340 - Dacula Department: DecaturDepreciation Start Date:Physical Location: LABDepreciation Term: yrsSerial #: V1884176 S/N:V1884176 Model: M9-022 https://www.ebiotrack.com/workorder.php?wo=69831

Timeline

📞
Case Linked Nov 18, 4:06 PM
Case Number: 00545009
Subject: L2 review
Status: Closed
⏳ 3.0 business days
📋
▶
2 Work Order Created Nov 20, 8:00 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Derek Reynolds
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Technician Assigned Nov 20, 11:22 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Abby Jinerson
From: Ready for Scheduling
To: Assigned
Duration in Previous: 3h 20m
🆕
▶
2 Status: Entered Nov 20, 11:47 AM
Status: Entered → Technician Assigned
👷
Technician Assigned by Abby Jinerson
Technician: a0h6e00000II9FiAAL, Cynthia G Deville
📅
▶
2 Dispatch Scheduled Nov 20, 4:13 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Ben Saur
From: Assigned
To: Scheduled
Duration in Previous: 4h 25m
🔧
Status: Tech On Site by Cynthia Deville Nov 21, 10:01 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 17h 47m
⏱️
▶
2 6x Labor Added Nov 21, 11:53 PM
6x Labor Added → Status: Completed
✔️
Status: Completed by Cynthia Deville
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 13h 53m, 0m
⏳ 2.0 business days
💵
Status: Billing Review by Diane Patton Nov 25, 1:15 PM
From: Closed
To: Billing Review
Duration in Previous: 3d 13h
🚨 11.0 business days
📄
Status: Ready to Bill by Scott Berry Dec 11, 4:27 PM
From: Billing Review
To: Ready to Bill
Duration in Previous: 16d 3h
⚠️ 7.9 business days
📨
Status: Invoice Pending by Diane Patton Dec 22, 2:03 PM
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 10d 21h, 0m
📄
Status: Ready to Bill by Yecenia Campos Dec 22, 4:54 PM
From: Invoiced, Ready to Bill
To: Ready to Bill, Invoice Pending
Duration in Previous: 2h 50m
💵
▶
3 Status: Billing Review Dec 22, 5:13 PM
Status: Billing Review → Invoice Created → Status: Invoiced
🧾
Invoice Created
Invoice Number: SM-249758
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m

Bottlenecks

Assigned
Duration: 4.4 business hours (threshold: 4.0 business hours)
Exceeded by 0.4 business hours
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Billing Review
Duration: 10.7 business days (threshold: 2.0 business days)
Exceeded by 8.7 business days
Ready to Bill
Duration: 7.3 business days (threshold: 1.0 business days)
Exceeded by 6.3 business days

🔗 Related Artifacts

📞
Case 00545009
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Cynthia G Deville
Scheduled
Nov 21, 9:00 AM
Created
Nov 20, 8:00 AM
Invoice #
SM-249758

Work Details (6)

Name Type Status Qty Amount Date
WL-03017387 Labor Open 0.75 $68.25 Nov 21, 11:53 PM
WL-03017388 Labor Open 2.25 $335.25 Nov 21, 11:53 PM
WL-03017389 Labor Open 1 $91.00 Nov 21, 11:53 PM
WL-03017390 Travel Open 32 - Nov 21, 11:53 PM
WL-03017391 Travel Open 32 - Nov 21, 11:53 PM
WL-03017392 Expenses Open 1 $0.00 Nov 21, 11:53 PM

Details