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WO-01338909 ↗ ServiceMax

MOPEC • Repair • P7

📍 Stanford Medicine — 5555 W. Las Positas Blvd, Pleasanton CA, 64588

Jan 21, 2026 → Jan 24, 2026

✅ Completed
P7
SLA Clock
7 business days from creation · Target: Jan 30, 2026
✓ SLA Met (5 biz days early)
Active: 2 biz days
Budget: 7 biz days
🕐 Clock stopped: Completed (Jan 25, 2026)
SLA Target
▶ Clock Running
Status: Created
Jan 21 → Jan 21, 2026
0 business days (counted)
Running total: 0 of 7 biz days used
▶ Clock Running
Status: L2 Screening
Jan 21 → Jan 21, 2026
0 business days (counted)
Running total: 0 of 7 biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 21 → Jan 21, 2026
0 business days (counted)
Running total: 0 of 7 biz days used
▶ Clock Running
Status: Assigned
Jan 21 → Jan 21, 2026
0 business days (counted)
Running total: 0 of 7 biz days used
2d
▶ Clock Running
Status: Scheduled
Jan 21 → Jan 25, 2026
2 business days (counted)
Running total: 2 of 7 biz days used
Created: Jan 21, 2026 Completed: Jan 25, 2026
Business Days Used 2 / 7
0 7d budget
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Jan 21 → Jan 21 Created ▶ Running 0 0 / 7
Jan 21 → Jan 21 L2 Screening ▶ Running 0 0 / 7
Jan 21 → Jan 21 Ready for Scheduling ▶ Running 0 0 / 7
Jan 21 → Jan 21 Assigned ▶ Running 0 0 / 7
Jan 21 → Jan 25 Scheduled ▶ Running 2 2 / 7
Dispatch 0.3d
Coordinators 2.8d
Billing 0.0d
✓ SLA Met
Dispatch
0.3 days
Coordinators
2.8 days
Over SLA
Billing
0.0 days
Created: Jan 21, 2026 Due: Jan 30, 2026 Completed: Jan 25, 2026 (5 days early)
📅
3.0 days Total Age
⏱️
2.4d in Scheduled Longest Stage
🔄
6 transitions Status Changes
⚠️
0.4d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00560364
URGENT L2 review
Closed
Q-00032105 Replace batteries on JD lift number of units -1 make/model JD5000 serial number JD5000-0189036-01 parts required -yes parts hipping yes 2 batteries, ETA 1/22/2026 specialized tools -basic tools Tracking ID: 477156646315 DELIVERY DATE Wednesday Estimated between 8:15 AM - 12:15 PM
Priority
High
Origin
Email
Reason
New Case
Contact
Nick Milanovic
Owner
Erin Martin
Created
Jan 20, 2026
Work Orders from this Case (1)
WO-01338909 (current) Invoiced
Repair • Justin Armas
Created: Jan 21, 2026 • Closed: Jan 24, 2026
Completed with minor delays
Invoiced • 42 days old
🚨
Primary Delay 2.4 days stuck in "Scheduled"
⏱️
Total Delay 0.4 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
0.3d / 1.0d SLA
Ready for Scheduling
0.4d / 1.0d SLA
Scheduled
2.4d / 2.0d SLA
Closed
1.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1-21 Mburris added and set per tech supervisor

🔧 Work Performed
Installed new batteries, during testing found frame was making loud grinding noise, called tech support, determined bolts were to tight. lessened bolts and frame was no longer making sound
🔍 Technician Findings
Needs batteries nstalled
⚠️ Problem Description
Q-00032105 Replace batteries on JD lift number of units -1 make/model JD5000 serial number JD5000-0189036-01 parts required -yes parts hipping yes 2 batteries, ETA 1/22/2026 specialized tools -basic tools Tracking ID: 477156646315 DELIVERY DATE Wednesday Estimated between 8:15 AM - 12:15 PM

Timeline

📞
Case Linked Jan 20, 8:43 AM
Case Number: 00560364
Subject: URGENT L2 review
Status: Closed
⏳ 2.0 business days
📋
▶
3 Work Order Created Jan 21, 10:03 AM
Work Order Created → Expenses Added → Status: L2 Screening
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
🔍
Status: L2 Screening by Erin Martin
From: Entered
To: L2 Screening
Duration in Previous: 0m
📅
Status: Ready for Scheduling by Erin Martin Jan 21, 12:26 PM
From: L2 Screening
To: Ready for Scheduling
Duration in Previous: 2h 21m
👷
▶
3 Technician Assigned Jan 21, 3:31 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 3h 5m, 0m
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-01-23T18:00:00.000+0000
⏳ 3.0 business days
⏱️
▶
2 5x Labor Added Jan 24, 8:49 PM
5x Labor Added → Status: Completed
✔️
Status: Completed by Justin Armas
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 3d 5h, 0m
⏳ 1.0 business days
📄
▶
3 Status: Ready to Bill Jan 26, 5:57 PM
Status: Ready to Bill → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🧾
Invoice Created
Invoice Number: SM-252282

Bottlenecks

Scheduled
Duration: 2.4 business days (threshold: 2.0 business days)
Exceeded by 3.5 business hours

🔗 Related Artifacts

📞
Case 00560364
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P7
Type
Repair
Branch
Corporate
Technician
Justin Armas
Scheduled
Jan 23, 1:00 PM
Created
Jan 21, 10:03 AM
Invoice #
SM-252282

Work Details (6)

Name Type Status Qty Amount Date
WL-03073033 Expenses Open 1 $0.00 Jan 21, 10:03 AM
WL-03078074 Labor Open 2 $0.00 Jan 24, 8:49 PM
WL-03078075 Labor Open 2 $238.00 Jan 24, 8:49 PM
WL-03078076 Labor Open 2 $0.00 Jan 24, 8:49 PM
WL-03078077 Travel Open 108 $470.00 Jan 24, 8:49 PM
WL-03078078 Travel Open 108 $0.00 Jan 24, 8:49 PM

Details