Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01351439 ↗ ServiceMax

Carelon • Repair • P3

📍 Carelon - CA-OC Santa Ana — 1945 E. 17th St #101, Santa Ana CA, 92705-6862

Feb 12, 2026 → Feb 22, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Feb 18, 2026
✗ SLA Missed (2 biz days late)
Active: 5 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Feb 22, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 12 → Feb 12, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
1d
▶ Clock Running
Status: Ready for Scheduling
Feb 12 → Feb 13, 2026
1 business day (counted)
Running total: 1 of 3 biz days used
▶ Clock Running
Status: Assigned
Feb 13 → Feb 13, 2026
0 business days (counted)
Running total: 1 of 3 biz days used
▶ Clock Running
Status: Entered
Feb 13 → Feb 13, 2026
0 business days (counted)
Running total: 1 of 3 biz days used
0d
▶ Clock Running
Status: Assigned
Feb 13 → Feb 16, 2026
0 business days (counted)
Running total: 1 of 3 biz days used
▶ Clock Running
Status: Entered
Feb 16 → Feb 16, 2026
0 business days (counted)
Running total: 1 of 3 biz days used
▶ Clock Running
Status: Assigned
Feb 16 → Feb 16, 2026
0 business days (counted)
Running total: 1 of 3 biz days used
4d
▶ Clock Running
Status: Scheduled
Feb 16 → Feb 22, 2026
4 business days (counted)
Running total: 5 of 3 biz days used
Created: Feb 12, 2026 Completed: Feb 22, 2026
Business Days Used 5 / 3
0 3d budget +2d over
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Feb 12 → Feb 12 Created ▶ Running 0 0 / 3
Feb 12 → Feb 13 Ready for Scheduling ▶ Running 1 1 / 3
Feb 13 → Feb 13 Assigned ▶ Running 0 1 / 3
Feb 13 → Feb 13 Entered ▶ Running 0 1 / 3
Feb 13 → Feb 16 Assigned ▶ Running 0 1 / 3
Feb 16 → Feb 16 Entered ▶ Running 0 1 / 3
Feb 16 → Feb 16 Assigned ▶ Running 0 1 / 3
Feb 16 → Feb 22 Scheduled ▶ Running 4 5 / 3
Dispatch 0.0d
Coordinators 5.9d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
5.9 days
Over SLA
Created: Feb 12, 2026 Due: Feb 17, 2026 Completed: Feb 22, 2026 (4 days late)
📅
5.4 days Total Age
⏱️
4.0d in Scheduled Longest Stage
🔄
7 transitions Status Changes
⚠️
4.4d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00567709
Repair needed
Closed
Q-00032495 TPI machine SN: 772A502028620 Part is broken that connects to pump to get resluts. *Customer has purchased parts needed and they are onsite ready to be installed. They would like this scheduled ASAP.
Priority
High
Origin
Phone
Reason
New Case
Contact
Edith Lorenzo
Owner
Shelby Robinson
Created
Feb 12, 2026
Work Orders from this Case (1)
WO-01351439 (current) Invoiced
Repair • Kwame Cobb
Created: Feb 12, 2026 • Closed: Feb 22, 2026
Completed with minor delays
Invoiced • 20 days old
🚨
Primary Delay 4.0 days stuck in "Scheduled"
⏱️
Total Delay 4.4 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
Ready for Scheduling
1.4d / 1.0d SLA
Assigned
0.5d / 0.5d SLA
Scheduled
4.0d / 2.0d SLA
Closed
3.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2-17 Mburris emailed POC to see if can adjust appointment tech can't make it other job running to long

2-16 Mburris spoke with Edith and set for 2-17 2pm

2-13 Mburris email sent to poc

🔧 Work Performed
Replaced hose on pump. checked functionality. Customer supplied part. Unit tested and returned to service.
🔍 Technician Findings
As found: Unit in exam room.
⚠️ Problem Description
Q-00032495 TPI machine SN: 772A502028620 Part is broken that connects to pump to get resluts. *Customer has purchased parts needed and they are onsite ready to be installed. They would like this scheduled ASAP. https://www.ebiotrack.com/workorder.php?wo=71645

Timeline

📞
Case Linked Feb 12, 7:36 AM
Case Number: 00567709
Subject: Repair needed
Status: Closed
📋
▶
2 Work Order Created Feb 12, 3:47 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Shelby Robinson
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
4 Technician Assigned Feb 13, 2:53 PM
Technician Assigned → Status: Assigned → Status: Entered → Technician Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 23h 5m
🆕
Status: Entered by Michael Burris
From: Assigned, Entered
To: Entered, Assigned
Duration in Previous: 4m, 0m
👷
Technician Assigned by Michael Burris
Technician: Rene Yescas
⏳ 1.0 business days
🆕
▶
4 Status: Entered Feb 16, 11:03 AM
Status: Entered → Technician Assigned → Status: Scheduled → Dispatch Scheduled
👷
Technician Assigned by Michael Burris
Technician: Kwame Cobb
🗓️
Status: Scheduled by Michael Burris
From: Assigned
To: Scheduled
Duration in Previous: 1m
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-02-17T22:30:00.000+0000
⏳ 1.0 business days
📅
Dispatch Scheduled by Michael Burris Feb 17, 5:54 PM
Scheduled For: 2026-02-20T17:30:00.000+0000
📅
Dispatch Scheduled by Michael Burris Feb 18, 2:04 PM
Scheduled For: 2026-02-20T16:30:00.000+0000
⏳ 3.0 business days
⏱️
4x Labor Added Feb 22, 12:41 PM
Type: Labor, Expenses
Status: Open
Qty: 1
🚗
▶
2 2x Travel Added Feb 22, 12:51 PM
2x Travel Added → Status: Completed
✔️
Status: Completed by Kwame Cobb
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 6d 1h, 0m
⏳ 3.0 business days
📄
▶
2 Status: Ready to Bill Feb 25, 11:29 AM
Status: Ready to Bill → Invoice Created
🧾
Invoice Created
Invoice Number: SM-254872

Bottlenecks

Ready for Scheduling
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.2 business hours
Assigned
Duration: 4.0 business hours (threshold: 4.0 business hours)
Exceeded by 0.0 business hours
Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00567709
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Repair
Branch
N/A
Technician
Kwame Cobb
Scheduled
Feb 20, 11:30 AM
Created
Feb 12, 3:47 PM
Invoice #
SM-254872

Work Details (6)

Name Type Status Qty Amount Date
WL-03115474 Labor Open 1 $149.00 Feb 22, 12:41 PM
WL-03115475 Labor Open 1 $149.00 Feb 22, 12:41 PM
WL-03115476 Labor Open 1 $0.00 Feb 22, 12:41 PM
WL-03115479 Expenses Open 1 $0.00 Feb 22, 12:41 PM
WL-03115483 Travel Open 60 $0.00 Feb 22, 12:51 PM
WL-03115484 Travel Open 60 $0.00 Feb 22, 12:51 PM

Details