Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01340568 ↗ ServiceMax

AVANTOR SERVICES (FORMERLY VWR CATALYST) • PM/CAL • P7

📍 LOVELACE BIOMEDICAL RESEARCH INST - KIRTLAND A F B — BLDG 9217 AREA Y, Albuquerque NM, 87115

Jan 29, 2026 → Feb 20, 2026

✅ Completed
P7
SLA Clock
7 business days from creation · Target: Feb 9, 2026
✗ SLA Missed (7 biz days late)
Active: 14 biz days
Budget: 7 biz days
🕐 Clock stopped: Tech Off Site (Feb 19, 2026)
SLA Target
▶ Clock Running
Status: Created
Jan 29 → Jan 29, 2026
0 business days (counted)
Running total: 0 of 7 biz days used
▶ Clock Running
Status: L2 Screening
Jan 29 → Jan 30, 2026
1 business day (counted)
Running total: 1 of 7 biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 30 → Jan 30, 2026
0 business days (counted)
Running total: 1 of 7 biz days used
4d
▶ Clock Running
Status: Assigned
Jan 30 → Feb 5, 2026
4 business days (counted)
Running total: 5 of 7 biz days used
7d
▶ Clock Running
Status: Scheduled
Feb 5 → Feb 17, 2026
7 business days (counted)
Running total: 12 of 7 biz days used
▶ Clock Running
Status: Tech On Site
Feb 17 → Feb 18, 2026
1 business day (counted)
Running total: 13 of 7 biz days used
▶ Clock Running
Status: Tech Off Site
Feb 18 → Feb 18, 2026
0 business days (counted)
Running total: 13 of 7 biz days used
▶ Clock Running
Status: Tech On Site
Feb 18 → Feb 18, 2026
0 business days (counted)
Running total: 13 of 7 biz days used
▶ Clock Running
Status: Tech Off Site
Feb 18 → Feb 19, 2026
1 business day (counted)
Running total: 14 of 7 biz days used
▶ Clock Running
Status: Tech On Site
Feb 19 → Feb 19, 2026
0 business days (counted)
Running total: 14 of 7 biz days used
Created: Jan 29, 2026 Tech Off Site: Feb 19, 2026
Business Days Used 14 / 7
0 7d budget +7d over
Show SLA Clock Detail (10 periods)
Period Status Clock Biz Days Running Total
Jan 29 → Jan 29 Created ▶ Running 0 0 / 7
Jan 29 → Jan 30 L2 Screening ▶ Running 1 1 / 7
Jan 30 → Jan 30 Ready for Scheduling ▶ Running 0 1 / 7
Jan 30 → Feb 5 Assigned ▶ Running 4 5 / 7
Feb 5 → Feb 17 Scheduled ▶ Running 7 12 / 7
Feb 17 → Feb 18 Tech On Site ▶ Running 1 13 / 7
Feb 18 → Feb 18 Tech Off Site ▶ Running 0 13 / 7
Feb 18 → Feb 18 Tech On Site ▶ Running 0 13 / 7
Feb 18 → Feb 19 Tech Off Site ▶ Running 1 14 / 7
Feb 19 → Feb 19 Tech On Site ▶ Running 0 14 / 7
Dispatch 2.0d
Coordinators 12.2d
Field Work 7.4d
Billing 1.0d
✗ SLA Missed
Dispatch
2.0 days
Over SLA
Coordinators
12.2 days
Over SLA
Field Work
7.4 days
Over SLA
Billing
1.0 days
Created: Jan 29, 2026 Due: Feb 27, 2026 Completed: Feb 21, 2026 (6 days early)
📅
16.0 days Total Age
⏱️
7.3d in Scheduled Longest Stage
🔄
19 transitions Status Changes
⚠️
17.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
25 lines Work Details
🚩
5 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚨
5 On-Site Visits
5 on-site visits — critical red flag: repeated failure to resolve
👤 Self-scheduled by Ben Heinz — scheduling delays attributed to technician, not coordinators
Visit 1 Feb 16, 2026
Visit 2 Feb 17, 2026
Visit 3 Feb 18, 2026
Visit 4 Feb 19, 2026
Visit 5 Feb 20, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00562837
South location quote
Closed
Q-00032220 South Campus Only Refrigerator/Freezers PM needed on 80 units. Unit list attached. The 1st 80 lines, highlighted in purple are what need serviced ASAP.
Priority
High
Origin
Phone
Reason
New Case
Contact
Karen Menden
Owner
Shelby Robinson
Created
Jan 28, 2026
Work Orders from this Case (78)
WO-01340568 (current) Invoiced
PM/CAL • Ben Heinz
Created: Jan 29, 2026 • Closed: Feb 20, 2026
WO-01340574 Invoiced
PM/CAL • Ben Heinz
Created: Jan 29, 2026 • Closed: Feb 20, 2026
WO-01340576 Invoiced
PM/CAL • Ben Heinz
Created: Jan 29, 2026 • Closed: Feb 20, 2026
WO-01340579 Invoiced
PM/CAL • Ben Heinz
Created: Jan 29, 2026 • Closed: Feb 20, 2026
WO-01340584 Invoiced
PM/CAL • Ben Heinz
Created: Jan 29, 2026 • Closed: Feb 20, 2026
WO-01340586 Invoiced
PM/CAL • Ben Heinz
Created: Jan 29, 2026 • Closed: Feb 20, 2026
WO-01340587 Invoiced
PM/CAL • Ben Heinz
Created: Jan 29, 2026 • Closed: Feb 20, 2026
WO-01340591 Invoiced
PM/CAL • Ben Heinz
Created: Jan 29, 2026 • Closed: Feb 20, 2026
WO-01340593 Invoiced
PM/CAL • Ben Heinz
Created: Jan 29, 2026 • Closed: Feb 20, 2026
WO-01340596 Invoiced
PM/CAL • Ben Heinz
Created: Jan 29, 2026 • Closed: Feb 20, 2026
WO-01340597 Invoiced
PM/CAL • Ben Heinz
Created: Jan 29, 2026 • Closed: Feb 20, 2026
WO-01340598 Invoiced
PM/CAL • Ben Heinz
Created: Jan 29, 2026 • Closed: Feb 20, 2026
WO-01340600 Invoiced
PM/CAL • Ben Heinz
Created: Jan 29, 2026 • Closed: Feb 20, 2026
WO-01340602 Invoiced
PM/CAL • Ben Heinz
Created: Jan 29, 2026 • Closed: Feb 20, 2026
WO-01340605 Invoiced
PM/CAL • Ben Heinz
Created: Jan 29, 2026 • Closed: Feb 20, 2026
WO-01340635 Invoiced
PM/CAL • Ben Heinz
Created: Jan 29, 2026 • Closed: Feb 20, 2026
WO-01340637 Invoiced
PM/CAL • Ben Heinz
Created: Jan 29, 2026 • Closed: Feb 20, 2026
WO-01340639 Invoiced
PM/CAL • Ben Heinz
Created: Jan 29, 2026 • Closed: Feb 20, 2026
WO-01340640 Invoiced
PM/CAL • Ben Heinz
Created: Jan 29, 2026 • Closed: Feb 20, 2026
WO-01340641 Invoiced
PM/CAL • Ben Heinz
Created: Jan 29, 2026 • Closed: Feb 20, 2026
WO-01340643 Invoiced
PM/CAL • Ben Heinz
Created: Jan 29, 2026 • Closed: Feb 20, 2026
WO-01340645 Invoiced
PM/CAL • Ben Heinz
Created: Jan 29, 2026 • Closed: Feb 20, 2026
WO-01340646 Invoiced
PM/CAL • Ben Heinz
Created: Jan 29, 2026 • Closed: Feb 20, 2026
WO-01340648 Invoiced
PM/CAL • Ben Heinz
Created: Jan 29, 2026 • Closed: Feb 20, 2026
WO-01340650 Invoiced
PM/CAL • Ben Heinz
Created: Jan 29, 2026 • Closed: Feb 20, 2026
WO-01340652 Invoiced
PM/CAL • Ben Heinz
Created: Jan 29, 2026 • Closed: Feb 20, 2026
WO-01340655 Invoiced
PM/CAL • Ben Heinz
Created: Jan 29, 2026 • Closed: Feb 20, 2026
WO-01340656 Invoiced
PM/CAL • Ben Heinz
Created: Jan 29, 2026 • Closed: Feb 20, 2026
WO-01340657 Invoiced
PM/CAL • Ben Heinz
Created: Jan 29, 2026 • Closed: Feb 20, 2026
WO-01340660 Invoiced
PM/CAL • Ben Heinz
Created: Jan 29, 2026 • Closed: Feb 20, 2026
WO-01340662 Invoiced
PM/CAL • Ben Heinz
Created: Jan 29, 2026 • Closed: Feb 20, 2026
WO-01340663 Invoiced
PM/CAL • Ben Heinz
Created: Jan 29, 2026 • Closed: Feb 20, 2026
WO-01340667 Invoiced
PM/CAL • Ben Heinz
Created: Jan 29, 2026 • Closed: Feb 20, 2026
WO-01340671 Invoiced
PM/CAL • Ben Heinz
Created: Jan 29, 2026 • Closed: Feb 20, 2026
WO-01340672 Invoiced
PM/CAL • Ben Heinz
Created: Jan 29, 2026 • Closed: Feb 20, 2026
WO-01340674 Invoiced
PM/CAL • Ben Heinz
Created: Jan 29, 2026 • Closed: Feb 20, 2026
WO-01340675 Invoiced
PM/CAL • Ben Heinz
Created: Jan 29, 2026 • Closed: Feb 20, 2026
WO-01340676 Invoiced
PM/CAL • Ben Heinz
Created: Jan 29, 2026 • Closed: Feb 20, 2026
WO-01340678 Invoiced
PM/CAL • Ben Heinz
Created: Jan 29, 2026 • Closed: Feb 20, 2026
WO-01340680 Invoiced
PM/CAL • Ben Heinz
Created: Jan 29, 2026 • Closed: Feb 20, 2026
WO-01340682 Invoiced
PM/CAL • Ben Heinz
Created: Jan 29, 2026 • Closed: Feb 20, 2026
WO-01340683 Invoiced
PM/CAL • Ben Heinz
Created: Jan 29, 2026 • Closed: Feb 20, 2026
WO-01340685 Invoiced
PM/CAL • Ben Heinz
Created: Jan 29, 2026 • Closed: Feb 20, 2026
WO-01340686 Invoiced
PM/CAL • Ben Heinz
Created: Jan 29, 2026 • Closed: Feb 20, 2026
WO-01340687 Invoiced
PM/CAL • Ben Heinz
Created: Jan 29, 2026 • Closed: Feb 20, 2026
WO-01340688 Invoiced
PM/CAL • Ben Heinz
Created: Jan 29, 2026 • Closed: Feb 20, 2026
WO-01340689 Invoiced
PM/CAL • Ben Heinz
Created: Jan 29, 2026 • Closed: Feb 20, 2026
WO-01340690 Canceled
PM/CAL
Created: Jan 29, 2026
WO-01340695 Canceled
PM/CAL
Created: Jan 29, 2026
WO-01340696 Invoiced
PM/CAL • Ben Heinz
Created: Jan 29, 2026 • Closed: Feb 20, 2026
WO-01340699 Invoiced
PM/CAL • Ben Heinz
Created: Jan 29, 2026 • Closed: Feb 20, 2026
WO-01340703 Invoiced
PM/CAL • Ben Heinz
Created: Jan 29, 2026 • Closed: Feb 20, 2026
WO-01340704 Invoiced
PM/CAL • Ben Heinz
Created: Jan 29, 2026 • Closed: Feb 20, 2026
WO-01340705 Canceled
PM/CAL
Created: Jan 29, 2026
WO-01340708 Invoiced
PM/CAL • Ben Heinz
Created: Jan 29, 2026 • Closed: Feb 20, 2026
WO-01340709 Canceled
PM/CAL • Ben Heinz
Created: Jan 29, 2026
WO-01340712 Invoiced
PM/CAL • Ben Heinz
Created: Jan 29, 2026 • Closed: Feb 20, 2026
WO-01340713 Canceled
PM/CAL
Created: Jan 29, 2026
WO-01340714 Invoiced
PM/CAL • Ben Heinz
Created: Jan 29, 2026 • Closed: Feb 20, 2026
WO-01340715 Invoiced
PM/CAL • Ben Heinz
Created: Jan 29, 2026 • Closed: Feb 20, 2026
WO-01340716 Invoiced
PM/CAL • Ben Heinz
Created: Jan 29, 2026 • Closed: Feb 20, 2026
WO-01340717 Invoiced
PM/CAL • Ben Heinz
Created: Jan 29, 2026 • Closed: Feb 20, 2026
WO-01340718 Invoiced
PM/CAL • Ben Heinz
Created: Jan 29, 2026 • Closed: Feb 20, 2026
WO-01340719 Invoiced
PM/CAL • Ben Heinz
Created: Jan 29, 2026 • Closed: Feb 20, 2026
WO-01340720 Canceled
PM/CAL
Created: Jan 29, 2026
WO-01340721 Invoiced
PM/CAL • Ben Heinz
Created: Jan 29, 2026 • Closed: Feb 20, 2026
WO-01340723 Invoiced
PM/CAL • Ben Heinz
Created: Jan 29, 2026 • Closed: Feb 20, 2026
WO-01340724 Invoiced
PM/CAL • Ben Heinz
Created: Jan 29, 2026 • Closed: Feb 20, 2026
WO-01340725 Invoiced
PM/CAL • Ben Heinz
Created: Jan 29, 2026 • Closed: Feb 20, 2026
WO-01340726 Invoiced
PM/CAL • Ben Heinz
Created: Jan 29, 2026 • Closed: Feb 20, 2026
WO-01340727 Invoiced
PM/CAL • Ben Heinz
Created: Jan 29, 2026 • Closed: Feb 20, 2026
WO-01340728 Invoiced
PM/CAL • Ben Heinz
Created: Jan 29, 2026 • Closed: Feb 20, 2026
WO-01340729 Invoiced
PM/CAL • Ben Heinz
Created: Jan 29, 2026 • Closed: Feb 20, 2026
WO-01340730 Invoiced
PM/CAL • Ben Heinz
Created: Jan 29, 2026 • Closed: Feb 20, 2026
WO-01340731 Invoiced
PM/CAL • Ben Heinz
Created: Jan 29, 2026 • Closed: Feb 20, 2026
WO-01340733 Invoiced
PM/CAL • Ben Heinz
Created: Jan 29, 2026 • Closed: Feb 20, 2026
WO-01340847 Invoiced
PM/CAL • Ben Heinz
Created: Jan 29, 2026 • Closed: Feb 20, 2026
WO-01340848 Canceled
PM/CAL
Created: Jan 29, 2026
Completed with significant delays
Invoiced • 34 days old
🚨
Primary Delay 7.3 days stuck in "Scheduled"
⏱️
Total Delay 17.0 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
2.0d / 1.0d SLA
Ready for Scheduling
0.0d / 1.0d SLA
Assigned
4.9d / 0.5d SLA
Scheduled
7.3d / 2.0d SLA
Tech On Site
2.5d / 1.0d SLA
Tech Off Site
3.9d / 2.0d SLA
Completed
1.0d / 1.0d SLA
Closed
9.1d / 1.0d SLA
WO Correction Needed
1.0d
L2 Review
0.0d
Ready to Bill
0.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2.25.26 hshaw - PM Labor needs to be separate in each WO.

20 Feb 2026 BJH: WO left Serviced until travel complete and costs/receipts attached


2/5 KKelch called Dale to schedule 2/17-2/19 between 9 and 11 am. Customer confirmed. Call logged on WO-01340568. Meet at the visitor's center 2/2 KKelch called Dale to schedule for 2/10-2/12 between 9 and 11 am. Left VM. Call logged on WO-01340568

🔧 Work Performed
Refrigerator/Freezer PM and Calibration Performed
🔍 Technician Findings
Unit Working
⚠️ Problem Description
Q-00032220 South Campus Only Refrigerator/Freezers PM needed on 80 units. Unit list attached. The 1st 80 lines, highlighted in purple are what need serviced ASAP.
📄 Description
Fridgidaire / Hotpoint / Roper All models - Freezer / Refrigerator

Timeline

📞
Case Linked Jan 28, 10:47 AM
Case Number: 00562837
Subject: South location quote
Status: Closed
📋
▶
2 Work Order Created Jan 29, 9:34 AM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Shelby Robinson
From: Entered
To: L2 Screening
Duration in Previous: 0m
⏳ 2.0 business days
📅
Status: Ready for Scheduling by Alan Adams Jan 30, 11:43 AM
From: L2 Screening
To: Ready for Scheduling
Duration in Previous: 1d 2h
👷
▶
2 Technician Assigned Jan 30, 11:55 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 11m
⚠️ 5.0 business days
🗓️
▶
2 Status: Scheduled Feb 5, 4:28 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-02-17T15:00:00.000+0000
⚠️ 6.9 business days
⏱️
Labor Added Feb 16, 4:37 PM
Type: Labor
Status: Open
Qty: 5.5
💵
▶
2 2x Expenses Added Feb 17, 7:59 AM
2x Expenses Added → Expenses Added
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
🔧
Status: Tech On Site by Ben Heinz Feb 17, 8:57 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 11d 16h
🚗
Status: Tech Off Site by Ben Heinz Feb 17, 7:28 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 10h 31m
🚗
4x Travel Added Feb 17, 10:14 PM
Type: Travel, Labor
Status: Open
Qty: 1, 0.33333333333333, 0.5, 13
🔧
Status: Tech On Site by Ben Heinz Feb 18, 10:00 AM
From: Tech Off Site
To: Tech On Site
Duration in Previous: 14h 32m
🚗
Status: Tech Off Site by Ben Heinz Feb 18, 4:03 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 6h 3m
⏱️
4x Labor Added Feb 18, 5:14 PM
Type: Labor, Travel
Status: Open
Qty: 0.75, 0.5, 13
💵
2x Expenses Added Feb 18, 8:46 PM
Type: Expenses
Status: Open
Qty: 1
🔧
Status: Tech On Site by Ben Heinz Feb 19, 9:37 AM
From: Tech Off Site
To: Tech On Site
Duration in Previous: 17h 34m
🚗
Status: Tech Off Site by Ben Heinz Feb 19, 2:53 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 5h 16m
⏱️
2x Labor Added Feb 19, 7:45 PM
Type: Labor
Status: Open
Qty: 0.75, 0.5
✔️
Status: Completed by Ben Heinz Feb 20, 9:44 AM
From: Tech Off Site
To: Completed
Duration in Previous: 18h 51m
⏱️
▶
3 6x Labor Added Feb 20, 8:12 PM
6x Labor Added → 2x Expenses Added → Status: Closed
💵
2x Expenses Added
Type: Expenses
Status: Open
Qty: 1
🏁
Status: Closed by Ben Heinz
From: Completed
To: Closed
Duration in Previous: 10h 30m
⏳ 2.5 business days
✏️
Status: WO Correction Needed by Hannah Shaw Feb 24, 9:13 PM
From: Closed
To: WO Correction Needed
Duration in Previous: 4d 0h
⏱️
▶
2 Labor Added Feb 25, 9:49 AM
Labor Added → Status: Closed
🏁
Status: Closed by Ben Heinz
From: WO Correction Needed
To: Closed
Duration in Previous: 12h 35m
⚠️ 6.0 business days
👀
▶
2 Status: L2 Review Mar 4, 3:43 PM
Status: L2 Review → Status: Closed
🏁
Status: Closed by Alan Adams
From: L2 Review
To: Closed
Duration in Previous: 2m
📄
▶
2 Status: Ready to Bill Mar 4, 10:36 PM
Status: Ready to Bill → Status: Invoice Pending
📨
Status: Invoice Pending by Hannah Shaw
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 2m
🧾
▶
2 Invoice Created Mar 4, 10:47 PM
Invoice Created → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 8m

Bottlenecks

L2 Screening
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Assigned
Duration: 4.9 business days (threshold: 4.0 business hours)
Exceeded by 4.4 business days
Scheduled
Duration: 7.3 business days (threshold: 2.0 business days)
Exceeded by 5.3 business days
Tech On Site
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 0.5 business hours
Closed
Duration: 2.3 business days (threshold: 1.0 business days)
Exceeded by 1.3 business days
Closed
Duration: 6.0 business days (threshold: 1.0 business days)
Exceeded by 5.0 business days

🔗 Related Artifacts

📞
Case 00562837
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P7
Type
PM/CAL
Branch
N/A
Technician
Ben Heinz
Scheduled
Feb 17, 10:00 AM
Created
Jan 29, 9:34 AM
Invoice #
SM-255620

Work Details (25)

Name Type Status Qty Amount Date
WL-03107582 Labor Open 5.5 $357.50 Feb 16, 4:37 PM
WL-03108261 Expenses Open 1 $0.00 Feb 17, 7:59 AM
WL-03108262 Expenses Open 1 $0.00 Feb 17, 7:59 AM
WL-03108263 Expenses Open 1 $50.00 Feb 17, 8:02 AM
WL-03109704 Travel Open 1 $0.00 Feb 17, 10:14 PM
WL-03109700 Labor Open 0.33333333333333 $21.65 Feb 17, 10:14 PM
WL-03109702 Labor Open 0.5 $32.50 Feb 17, 10:14 PM
WL-03109705 Travel Open 13 $0.00 Feb 17, 10:14 PM
WL-03110881 Labor Open 0.75 $48.75 Feb 18, 5:14 PM
WL-03110883 Labor Open 0.5 $32.50 Feb 18, 5:14 PM
WL-03110884 Travel Open 13 $0.00 Feb 18, 5:14 PM
WL-03110885 Travel Open 13 $0.00 Feb 18, 5:14 PM
WL-03111336 Expenses Open 1 $50.00 Feb 18, 8:46 PM
WL-03111337 Expenses Open 1 $50.00 Feb 18, 8:46 PM
WL-03112994 Labor Open 0.75 $48.75 Feb 19, 7:45 PM
WL-03112996 Labor Open 0.5 $32.50 Feb 19, 7:45 PM
WL-03114676 Labor Open 7 $455.00 Feb 20, 8:12 PM
WL-03114677 Expenses Open 1 $0.00 Feb 20, 8:12 PM
WL-03114678 Expenses Open 1 $217.75 Feb 20, 8:12 PM
WL-03114679 Expenses Open 1 $545.19 Feb 20, 8:12 PM
WL-03114680 Expenses Open 1 $0.00 Feb 20, 8:12 PM
WL-03114681 Expenses Open 1 $0.00 Feb 20, 8:12 PM
WL-03114693 Expenses Open 1 $0.00 Feb 20, 8:15 PM
WL-03114694 Expenses Open 1 $50.00 Feb 20, 8:15 PM
WL-03119138 Labor Open 0.33333333333333 $233.00 Feb 25, 9:49 AM

Details