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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01326616 ↗ ServiceMax

Carelon • Virtual Tech • PC

📍 Carelon - CA-Downey Specialty — 10000 Lakewood Blvd., Downey CA, 90240-4020

Dec 15, 2025 → Dec 19, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Feb 20, 2026
✓ SLA Met (41 biz days early)
Active: 4 biz days
🕐 Clock stopped: Completed (Dec 19, 2025)
▶ Clock Running
Status: Created
Dec 15 → Dec 15, 2025
0 business days (counted)
Running total: 0 of ? biz days used
4d
▶ Clock Running
Status: On Hold
Dec 15 → Dec 19, 2025
4 business days (counted)
Running total: 4 of ? biz days used
▶ Clock Running
Status: Assigned
Dec 19 → Dec 19, 2025
0 business days (counted)
Running total: 4 of ? biz days used
Created: Dec 15, 2025 Completed: Dec 19, 2025
Show SLA Clock Detail (3 periods)
Period Status Clock Biz Days Running Total
Dec 15 → Dec 15 Created ▶ Running 0 0
Dec 15 → Dec 19 On Hold ▶ Running 4 4
Dec 19 → Dec 19 Assigned ▶ Running 0 4
Dispatch 0.0d
Holding 4.6d (excluded)
✓ SLA Met
Dispatch
0.0 days
Holding (excluded from total)
4.6 days
Created: Dec 15, 2025 Due: Feb 20, 2026 Completed: Dec 19, 2025 (63 days early)
📅
4.6 days Total Age
⏱️
4.6d in On Hold Longest Stage
🔄
3 transitions Status Changes
⚠️
1.9d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
1 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00543832
URGENT EKG - L2 review
Closed
Device is showing "Repairing disk error may take over an hour to complete." This has been happening for a week.would like a tech to come onsite. Model: Welch Allyn - WAM Model Type: EKG Asset ID: 13202329 Serial #: 122400001176
Priority
High
Origin
Phone
Reason
New Case
Contact
Gabriela Perez Ceballos
Owner
Virtual Tech
Created
Nov 13, 2025
Work Orders from this Case (3)
WO-01315294 Invoiced
Virtual Tech - Field Repair • Rene Yescas
Created: Nov 14, 2025 • Closed: Dec 31, 2025
WO-01326616 (current) Invoiced
Virtual Tech • Virtual Tech
Created: Dec 15, 2025 • Closed: Dec 19, 2025
WO-01327421 Invoiced
Virtual Tech - Field Repair • Michael Russell
Created: Dec 19, 2025 • Closed: Dec 24, 2025
Completed with minor delays
Invoiced • 79 days old
🚨
Primary Delay 4.6 days stuck in "On Hold"
⏱️
Total Delay 1.9 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
On Hold
4.6d
Closed
2.9d / 1.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
Sending Tech to assist with Remote login for Baxter/Welch Allyn to review logs and perform test print. 12-15 Stress test will not prinit EKG. No internet connection, Gabby to call back when IT gets machine on internet to run test prints. 12-16 Assisted with troubleshooting print issues. Baxter needs Edge loaded to run diagnostics, Gabby to call back when loaded and time to further troubleshoot.
🔍 Technician Findings
Sending Tech to assist with Remote login for Baxter/Welch Allyn to review logs and perform test print.
⚠️ Problem Description
Device is showing "Repairing disk error may take over an hour to complete." This has been happening for a week.would like a tech to come onsite. Model: Welch Allyn - WAM Model Type: EKG Asset ID: 13202329 Serial #: 122400001176 https://www.ebiotrack.com/workorder.php?wo=70376

Timeline

📞
Case Linked Nov 13, 5:47 PM
Case Number: 00543832
Subject: URGENT EKG - L2 review
Status: Closed
🚨 20.8 business days
📋
▶
2 Work Order Created Dec 15, 2:06 PM
Work Order Created → Status: On Hold
⏸️
Status: On Hold by Derek Reynolds
From: Entered
To: On Hold
Duration in Previous: 0m
⚠️ 5.0 business days
⏱️
▶
3 Labor Added Dec 19, 11:53 AM
Labor Added → Status: Assigned → Technician Assigned
👷
Status: Assigned by Derek Reynolds
From: On Hold, Assigned, Completed
To: Assigned, Completed, Closed
Duration in Previous: 3d 21h, 0m
👷
Technician Assigned by Derek Reynolds
Technician: Virtual Tech
⏳ 3.0 business days
📄
▶
2 Status: Ready to Bill Dec 23, 1:08 PM
Status: Ready to Bill → Invoice Created
🧾
Invoice Created
Invoice Number: SM-249834

Bottlenecks

Closed
Duration: 2.9 business days (threshold: 1.0 business days)
Exceeded by 1.9 business days

🔗 Related Artifacts

📞
Case 00543832
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech
Branch
N/A
Technician
Virtual Tech
Scheduled
N/A
Created
Dec 15, 2:06 PM
Invoice #
SM-249834

Work Details (1)

Name Type Status Qty Amount Date
WL-03043376 Labor Open 0.51666666666667 $111.75 Dec 19, 11:53 AM

Details