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← WO Overview

WO-01340869 ↗ ServiceMax

BURTON MEDICAL • Repair • P3

📍 Oak Dermatology Naperville — 2135 City Gate Lane Ste 350, Naperville IL, 60563

Jan 30, 2026 → Feb 5, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Feb 4, 2026
✗ SLA Missed (2 biz days late)
Active: 5 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Feb 6, 2026)
SLA Target
▶ Clock Running
Status: Created
Jan 30 → Jan 30, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 30 → Jan 30, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Assigned
Jan 30 → Jan 30, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
4d
▶ Clock Running
Status: Scheduled
Jan 30 → Feb 5, 2026
4 business days (counted)
Running total: 4 of 3 biz days used
1d
▶ Clock Running
Status: Tech On Site
Feb 5 → Feb 6, 2026
1 business day (counted)
Running total: 5 of 3 biz days used
Created: Jan 30, 2026 Completed: Feb 6, 2026
Business Days Used 5 / 3
0 3d budget +2d over
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Jan 30 → Jan 30 Created ▶ Running 0 0 / 3
Jan 30 → Jan 30 Ready for Scheduling ▶ Running 0 0 / 3
Jan 30 → Jan 30 Assigned ▶ Running 0 0 / 3
Jan 30 → Feb 5 Scheduled ▶ Running 4 4 / 3
Feb 5 → Feb 6 Tech On Site ▶ Running 1 5 / 3
Dispatch 0.0d
Coordinators 5.1d
Field Work 1.5d
Billing 3.4d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
5.1 days
Over SLA
Field Work
1.5 days
Over SLA
Billing
3.4 days
Over SLA
Created: Jan 30, 2026 Due: Feb 4, 2026 Completed: Feb 6, 2026 (1 days late)
📅
5.5 days Total Age
⏱️
5.0d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
5.9d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Completed with minor delays
Invoiced • 33 days old
🚨
Primary Delay 5.0 days stuck in "Scheduled"
⏱️
Total Delay 5.9 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
Ready for Scheduling
0.0d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
5.0d / 2.0d SLA
Tech On Site
1.5d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
3.4d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1/30/2026 CRamen spoke with Sarah and she requested Thursday 2/5/2026 with tech arrival between 8-10am. Tech to ask for Sarah upon arrival


1/30/2026 CRamen left a vm for a returned call to schedule for Wednesday 2/4/2026 with tech arrival between 11-1

🔧 Work Performed
5feb2026 fjackson replaced parts sent, spring arm, verified operating correctly, demonstrated for customer, working as intended
🔍 Technician Findings
light flickers when arm moved
⚠️ Problem Description
Light flickers when moved - replace extension and spring arm Part Numbers, Descriptions, Quantities Extension and spring arm 4000104
📄 Description
Burton Medical AIM HI LED (Series) Exam and Procedure LED Light (ALED070, ALED100, ALED100SC)

Timeline

📋
▶
2 Work Order Created Jan 30, 8:30 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered
To: Ready for Scheduling
Duration in Previous: 3m
👷
▶
2 Technician Assigned Jan 30, 8:55 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Charles Ramen
From: Ready for Scheduling
To: Assigned
Duration in Previous: 22m
📅
▶
2 Dispatch Scheduled Jan 30, 9:01 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Charles Ramen
From: Assigned
To: Scheduled
Duration in Previous: 5m
⚠️ 5.0 business days
🔧
Status: Tech On Site by Robert Jackson Feb 5, 9:40 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 6d 0h
⏱️
▶
2 3x Labor Added Feb 5, 10:35 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Robert Jackson
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 12h 55m, 0m
📄
Status: Ready to Bill by Hannah Shaw Feb 6, 6:03 PM
From: Closed
To: Ready to Bill
Duration in Previous: 19h 26m
⏳ 3.7 business days
📨
▶
2 Status: Invoice Pending Feb 11, 9:17 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⚠️ 6.3 business days
🧾
Invoice Created Feb 22, 10:47 PM
Invoice Number: SM-253654

Bottlenecks

Scheduled
Duration: 5.0 business days (threshold: 2.0 business days)
Exceeded by 3.0 business days
Tech On Site
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 3.6 business hours
Ready to Bill
Duration: 3.4 business days (threshold: 1.0 business days)
Exceeded by 2.4 business days

🔗 Related Artifacts

No related artifacts

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Repair
Branch
N/A
Technician
Franco Jackson
Scheduled
Feb 5, 9:00 AM
Created
Jan 30, 8:30 AM
Invoice #
SM-253654

Work Details (3)

Name Type Status Qty Amount Date
WL-03094509 Labor Open 0.5 $57.50 Feb 5, 10:35 PM
WL-03094510 Labor Open 1.5 $180.00 Feb 5, 10:35 PM
WL-03094511 Travel Open 11 $0.00 Feb 5, 10:35 PM

Details