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WO-01316865 ↗ ServiceMax

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

📍 ACDS - 450 - Greenville — 369 Woodruff Rd, Greenville SC, 29607

Nov 24, 2025 → Feb 10, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Dec 1, 2025
✗ SLA Missed
Active: 3 biz days
Paused: 48 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Feb 10, 2026)
SLA Target
▶ Clock Running
Status: Created
Nov 24 → Nov 24, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 24 → Nov 24, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Assigned
Nov 24 → Nov 24, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Scheduled
Nov 24 → Nov 26, 2025
2 business days (counted)
Running total: 2 of 3 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Nov 26 → Nov 26, 2025
0 business days (not counted)
▶ Clock Running
Status: Tech On Site
Nov 26 → Nov 26, 2025
0 business days (counted)
Running total: 2 of 3 biz days used
▶ Clock Running
Status: Tech Off Site
Nov 26 → Nov 30, 2025
0 business days (counted)
Running total: 2 of 3 biz days used
▶ Clock Running
Status: Incomplete
Nov 30 → Dec 1, 2025
1 business day (counted)
Running total: 3 of 3 biz days used
⏸48d
⏸ Clock Paused
Status: Awaiting Parts
Dec 1 → Feb 10, 2026
48 business days (not counted)
▶ Clock Running
Status: Scheduled
Feb 10 → Feb 10, 2026
0 business days (counted)
Running total: 3 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Feb 10 → Feb 10, 2026
0 business days (counted)
Running total: 3 of 3 biz days used
Created: Nov 24, 2025 Completed: Feb 10, 2026
Business Days Used 3 / 3
0 3d budget
Show SLA Clock Detail (11 periods)
Period Status Clock Biz Days Running Total
Nov 24 → Nov 24 Created ▶ Running 0 0 / 3
Nov 24 → Nov 24 Ready for Scheduling ▶ Running 0 0 / 3
Nov 24 → Nov 24 Assigned ▶ Running 0 0 / 3
Nov 24 → Nov 26 Scheduled ▶ Running 2 2 / 3
Nov 26 → Nov 26 Awaiting Parts ⏸ Paused 0 —
Nov 26 → Nov 26 Tech On Site ▶ Running 0 2 / 3
Nov 26 → Nov 30 Tech Off Site ▶ Running 0 2 / 3
Nov 30 → Dec 1 Incomplete ▶ Running 1 3 / 3
Dec 1 → Feb 10 Awaiting Parts ⏸ Paused 48 —
Feb 10 → Feb 10 Scheduled ▶ Running 0 3 / 3
Feb 10 → Feb 10 Tech On Site ▶ Running 0 3 / 3
Dispatch 0.0d
Material Management 49.3d
Coordinators 3.6d
Field Work 0.3d
Incomplete 1.0d (excluded)
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
49.3 days
Over SLA
Coordinators
3.6 days
Over SLA
Field Work
0.3 days
Incomplete (excluded from total)
1.0 days
Billing
0.0 days
Created: Nov 24, 2025 Due: Feb 13, 2026 Completed: Feb 10, 2026 (3 days early)
📅
52.0 days Total Age
⏱️
49.0d in Awaiting Parts Longest Stage
🔄
11 transitions Status Changes
⚠️
49.1d over Total Delay
📦
3 orders, 0 quotes Parts & Quotes
📝
11 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 Eric Colon — scheduling delays attributed to technician, not coordinators
Visit 1 Nov 26, 2025
Visit 2 Feb 10, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00545965
Follow up to WO-01312579
Closed
Follow up to WO-01312579 Inspection #: 30986 Asset ID: 6269687 Model: BURTON MEDICAL - Outpatient II Notes: Unit Will not power on. Will need to do further troubleshooting in order to find out what needs to be replaced. Reviewed service with customer, quote needed
Priority
Standard
Origin
Email
Reason
New Case
Contact
Amanda Lee
Owner
Virtual Tech
Created
Nov 21, 2025
Work Orders from this Case (1)
WO-01316865 (current) Invoiced
Virtual Tech - Field Repair • Eric Colon
Created: Nov 24, 2025 • Closed: Feb 10, 2026
Completed with significant delays
Invoiced • 100 days old
🚨
Primary Delay 49.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 49.1 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
0.0d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
3.5d / 2.0d SLA
Awaiting Parts
49.3d / 3.0d SLA
Tech Off Site
0.3d / 2.0d SLA
Incomplete
1.0d
Closed
3.2d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/26/26- EColon- Unit in need of new bulbs, parts order created. Will need to wait for parts to arrive.


11/24 MOwens Renee Blair called back and said that this Wed. 11/26 between 2-4pm works to schedule the repair visit.

11/24 MOwens Called and left a vm for Renee to call back to schedule the repair visit for the Burton light at this location.

🔧 Work Performed
2/19/26- EColon- replace lightbulbs and function tested unit. Unit full fully functional 11/25/25-EColon- Arrived on-stie, checked in with front desk. Tried to find service manual online but could not find any. Went into ceiling mount to check incoming voltage. Transformer receiving 120VAC, checked fuse, fuse continuity passes. Opened light head to check to see if bulbs are receiving voltage. Bulbs are receiving voltage. Checked continuity across bulbs, found that 2 bulbs are bad, 3rd bulb seemed to no be seated correctly and came on during testing. Called Burton Medical for part number and pricing. PN: 0006130PK
🔍 Technician Findings
Light does not illuminate. PN: 0006130PK -167.00 package
⚠️ Problem Description
Follow up to WO-01312579 Inspection #: 30986 Asset ID: 6269687 Model: BURTON MEDICAL - Outpatient II Notes: Unit Will not power on. Will need to do further troubleshooting in order to find out what needs to be replaced. Reviewed service with customer, quote needed https://www.ebiotrack.com/workorder.php?wo=69911

Timeline

📞
Case Linked Nov 21, 1:43 PM
Case Number: 00545965
Subject: Follow up to WO-01312579
Status: Closed
⏳ 2.0 business days
📋
▶
2 Work Order Created Nov 24, 10:35 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 Status: Assigned Nov 24, 10:59 AM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Melissa Owens
Technician: Eric Colon
🗓️
▶
3 Status: Scheduled Nov 24, 11:21 AM
Status: Scheduled → Dispatch Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2025-11-26T19:30:00.000+0000
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2025-11-26T19:00:00.000+0000
⏳ 3.0 business days
⏱️
4x Labor Added Nov 26, 2:28 PM
Type: Labor, Travel
Status: Open
Qty: 1.5, 59, 113
📦
▶
2 Parts Requested Nov 26, 2:34 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Eric Colon
From: Scheduled
To: Awaiting Parts
Duration in Previous: 2d 3h
🔧
▶
2 Status: Tech On Site Nov 26, 4:50 PM
Status: Tech On Site → Labor Added
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 2.25
⏳ 0.9 business days
⚠️
Status: Incomplete by Matthew Bateman Nov 30, 12:00 AM
From: Tech Off Site
To: Incomplete
Duration in Previous: 3d 7h
⏳ 1.0 business days
📦
▶
2 Parts Requested Dec 1, 9:15 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Wendy Argueta
From: Incomplete
To: Awaiting Parts
Duration in Previous: 1d 9h
🚨 14.0 business days
📦
Parts Requested Dec 18, 5:29 PM
Order: 00087027
Status: Closed
🚨 35.8 business days
🗓️
▶
2 Status: Scheduled Feb 10, 1:37 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Eric Colon
Scheduled For: 2026-02-10T20:00:00.000+0000
🚗
Travel Added Feb 10, 3:35 PM
Type: Travel
Status: Open
Qty: 113
⏱️
▶
2 5x Labor Added Feb 10, 5:38 PM
5x Labor Added → Status: Tech On Site
🔧
Status: Tech On Site by Eric Colon
From: Scheduled, Tech On Site, Completed
To: Tech On Site, Completed, Closed
Duration in Previous: 4h 4m, 0m
⏳ 3.8 business days
📄
Status: Ready to Bill by Diane Patton Feb 13, 2:02 PM
From: Closed
To: Ready to Bill
Duration in Previous: 2d 20h
📨
Status: Invoice Pending by Diane Patton Feb 13, 2:09 PM
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 6m, 0m
⚠️ 7.0 business days
🧾
Invoice Created Feb 24, 10:48 PM
Invoice Number: SM-254013

Bottlenecks

Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 7.6 business hours
Awaiting Parts
Duration: 49.0 business days (threshold: 3.0 business days)
Exceeded by 46.0 business days
Closed
Duration: 3.2 business days (threshold: 1.0 business days)
Exceeded by 2.2 business days

🔗 Related Artifacts

📞
Case 00545965
Closed
📦
Parts Order 00085945
Canceled
📦
Parts Order 00085974
Canceled
📦
Parts Order 00087027
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Eric Colon
Scheduled
Feb 10, 3:00 PM
Created
Nov 24, 10:35 AM
Invoice #
SM-254013

Work Details (11)

Name Type Status Qty Amount Date
WL-03021007 Labor Open 1.5 $0.00 Nov 26, 2:28 PM
WL-03021008 Labor Open 1 $149.00 Nov 26, 2:28 PM
WL-03021009 Travel Open 59 - Nov 26, 2:28 PM
WL-03021010 Travel Open 113 - Nov 26, 2:28 PM
WL-03021230 Labor Open 2.25 $204.75 Nov 26, 4:52 PM
WL-03099452 Travel Open 113 - Feb 10, 3:35 PM
WL-03099811 Labor Open 0.5 $74.50 Feb 10, 5:38 PM
WL-03099812 Labor Open 2.25 $204.75 Feb 10, 5:38 PM
WL-03099813 Expenses Open 1 $0.00 Feb 10, 5:38 PM
WL-03099820 Parts Open 1 $236.25 Feb 10, 5:39 PM
WL-03099821 Expenses Open 1 $12.56 Feb 10, 5:39 PM

Details