Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01337328 ↗ ServiceMax

COVETRUS • Preventive Maintenance • PSM

📍 SPCA FOR MONTEREY COUNTY — 1002 Monterey Salinas Hwy, Salinas CA, 93908

Jan 12, 2026 → Jan 28, 2026

✅ Completed
PSM
SLA Clock
Last business day of January 2026 · Target: Jan 30, 2026
✓ SLA Met (1 biz days early)
Active: 8 biz days
Paused: 4 biz days
🕐 Clock stopped: Completed (Jan 29, 2026)
▶ Clock Running
Status: Created
Jan 12 → Jan 12, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: L2 Screening
Jan 12 → Jan 12, 2026
0 business days (counted)
Running total: 0 of ? biz days used
⏸4d
⏸ Clock Paused
Status: Awaiting Parts
Jan 12 → Jan 19, 2026
4 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Jan 19 → Jan 20, 2026
1 business day (counted)
Running total: 1 of ? biz days used
7d
▶ Clock Running
Status: Assigned
Jan 20 → Jan 29, 2026
7 business days (counted)
Running total: 8 of ? biz days used
Created: Jan 12, 2026 Completed: Jan 29, 2026
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Jan 12 → Jan 12 Created ▶ Running 0 0
Jan 12 → Jan 12 L2 Screening ▶ Running 0 0
Jan 12 → Jan 19 Awaiting Parts ⏸ Paused 4 —
Jan 19 → Jan 20 Ready for Scheduling ▶ Running 1 1
Jan 20 → Jan 29 Assigned ▶ Running 7 8
Dispatch 0.6d
Material Management 4.2d
Coordinators 8.3d
Field Work 0.1d
Billing 18.2d
✓ SLA Met
Dispatch
0.6 days
Material Management
4.2 days
Over SLA
Coordinators
8.3 days
Over SLA
Field Work
0.1 days
Billing
18.2 days
Over SLA
Created: Jan 12, 2026 Due: Jan 30, 2026 Completed: Jan 29, 2026 (1 days early)
📅
12.1 days Total Age
⏱️
18.1d in Billing Review Longest Stage
🔄
9 transitions Status Changes
⚠️
24.1d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
1 lines Work Details
📋
Coordinator Scheduling

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00557378
L2 Review - Healthcare
Closed
Q-00031959 1 PM & 1 Repair WO Covetrus Account #: 5360000-002 Number of machines to service: 2 Brand of machine(s) to service: MidMark Please describe the issue you are experiencing: M11-043/V2552112 - when starting up in the morning we immediately receive an over heating error at 240 degrees. M11-020/V1100597 - preventative servicing needed. Part needed 1ea PM Kit 002-10070-00
Priority
Standard
Origin
Email
Reason
New Case
Contact
Ashley Fessenden
Owner
Jessica Sells
Created
Jan 8, 2026
Work Orders from this Case (2)
WO-01337324 Invoiced
Repair • Angel Rios
Created: Jan 12, 2026 • Closed: Feb 19, 2026
WO-01337328 (current) Invoiced
Preventive Maintenance • Angel Rios
Created: Jan 12, 2026 • Closed: Jan 28, 2026
Completed with significant delays
Invoiced • 51 days old
🚨
Primary Delay 18.1 days stuck in "Billing Review"
⏱️
Total Delay 24.1 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
L2 Screening
0.6d / 1.0d SLA
Awaiting Parts
4.2d / 3.0d SLA
Ready for Scheduling
1.0d / 1.0d SLA
Assigned
7.3d / 0.5d SLA
Completed
0.1d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Billing Review
18.1d / 2.0d SLA
Ready to Bill
0.1d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2.25.26 hshaw - moved freight to WO-1337324

1.29.26 hshaw - moved WO to BR for JSells to combine freight charge to WO-1337324 with the part.

1/28 ARios - PM performed on WO-01337324

1-20 Mburris added tech parts getting shipped

🔧 Work Performed
PM completed on WO-01337324
🔍 Technician Findings
PM completed on WO-01337324
⚠️ Problem Description
Q-00031959 1 PM Covetrus Account #: 5360000-002 M11-020/V1100597 - preventative servicing needed. Part needed 1ea PM Kit 002-10070-00
📄 Description
Midmark Model M11 (Series) Self Contained Steam Sterilizer (Includes ALL M11 Models)

Timeline

📞
Case Linked Jan 8, 5:27 PM
Case Number: 00557378
Subject: L2 Review - Healthcare
Status: Closed
⏳ 2.8 business days
📋
▶
2 Work Order Created Jan 12, 12:53 PM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Jessica Sells
From: Entered
To: L2 Screening
Duration in Previous: 1m
📦
▶
2 Parts Requested Jan 12, 5:25 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Gavin Poole
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 4h 31m
⏳ 4.8 business days
📅
Status: Ready for Scheduling by MELISSA BARRETT Jan 19, 3:47 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 6d 22h
👷
▶
2 Technician Assigned Jan 20, 8:30 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 16h 43m
⏳ 2.0 business days
💵
Expenses Added Jan 21, 1:19 PM
Type: Expenses
Status: Open
Qty: 1
⚠️ 6.0 business days
✔️
Status: Completed by Angel Rios Jan 28, 9:00 PM
From: Assigned
To: Completed
Duration in Previous: 8d 12h
🏁
Status: Closed by Angel Rios Jan 28, 9:28 PM
From: Completed
To: Closed
Duration in Previous: 28m
💵
Status: Billing Review by Hannah Shaw Jan 29, 2:11 PM
From: Closed
To: Billing Review
Duration in Previous: 16h 42m
🚨 18.0 business days
📄
Status: Ready to Bill by Hannah Shaw Feb 24, 11:04 PM
From: Billing Review
To: Ready to Bill
Duration in Previous: 26d 8h
📨
▶
2 Status: Invoice Pending Feb 24, 11:39 PM
Status: Invoice Pending → Invoice Created
🧾
Invoice Created
Invoice Number: SM-254824

Bottlenecks

Awaiting Parts
Duration: 4.2 business days (threshold: 3.0 business days)
Exceeded by 1.2 business days
Assigned
Duration: 7.3 business days (threshold: 4.0 business hours)
Exceeded by 6.8 business days
Billing Review
Duration: 18.1 business days (threshold: 2.0 business days)
Exceeded by 16.1 business days

🔗 Related Artifacts

📞
Case 00557378
Closed
📦
Parts Order 00088122
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Preventive Maintenance
Branch
ERLA - PROD
Technician
Angel Rios
Scheduled
N/A
Created
Jan 12, 12:53 PM
Invoice #
SM-254824

Work Details (1)

Name Type Status Qty Amount Date
WL-03073363 Expenses Open 1 $0.00 Jan 21, 1:19 PM

Details