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WO-01293165 ↗ ServiceMax

HCA Urgent Care • Inspection • PSM

📍 CareNow - Southwest Austin #24950 — 5033 W HWY 290, Austin TX, 78735

Jul 22, 2025 → Nov 20, 2025

✅ Completed
PSM Last business day of July 2025
Target: Jul 31, 2025
🕐 Clock stopped: Completed (Nov 21)
✗ SLA Missed (112d late)
Dispatch 0.0d
Holding 58.0d (excluded)
Coordinators 31.4d
Field Work 1.2d
✗ SLA Missed
Dispatch
0.0 days
Holding (excluded from total)
58.0 days
Coordinators
31.4 days
Over SLA
Field Work
1.2 days
Over SLA
Created: Jul 22, 2025 Due: Sep 30, 2025 Completed: Nov 21, 2025 (51 days late)
📅
88.2 days Total Age
⏱️
58.0d in On Hold Longest Stage
🔄
8 transitions Status Changes
⚠️
29.1d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00512408
eBiotrack - Automated New Inspection Created
Closed
Inspection: Annual Equipment Electrical Safety Test And Calibration Service 62 pcs https://www.ebiotrack.com/inspection.php?iid=28879
Priority
Standard
Origin
Email
Reason
New Case
Contact
Bernice Aviles
Owner
Jessica Sells
Created
Jul 22, 2025
Work Orders from this Case (1)
WO-01293165 (current) Invoiced
Inspection • Anthony Wirth
Created: Jul 22, 2025 • Closed: Nov 20, 2025
Completed with significant delays
Invoiced • 296 days old
🚨
Primary Delay 58.0 days stuck in "On Hold"
⏱️
Total Delay 29.1 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
Ready for Scheduling
0.1d / 1.0d SLA
Assigned
20.0d / 0.5d SLA
On Hold
58.0d
Scheduled
11.3d / 2.0d SLA
Tech On Site
1.2d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/5 KKelch called Imelda to schedule for 11/20 between 9 and 11 am. Customer confirmed. 

08/26/2025 DNakoff - Reached out to Vickie Johnson for new POC

8/18 KKelch placed on hold due to 3 failed attempts to schedule

8/11 KKelch sent Bernice an email for scheduling

8/4 KKelch sent Bernice an email for scheduling

7/28 KKelch called Bernice to schedule for 9/18 between 9 and 10 am. Left info. 

🔧 Work Performed
Inspection: Annual Equipment Electrical Safety Test And Calibration Service
🔍 Technician Findings
One prob had expose wires, one unit needed some batteries.
⚠️ Problem Description
Inspection: Annual Equipment Electrical Safety Test And Calibration Service 62 pcs https://www.ebiotrack.com/inspection.php?iid=28879

Timeline

📞
Case Linked Jul 22, 7:00 AM
Case Number: 00512408
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Jul 22, 9:23 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Status: Assigned Jul 22, 9:56 AM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Kaitlyn Kelch
Technician: Anthony Wirth
🚨 20.0 business days
🆕
Status: Entered by Kaitlyn Kelch Aug 18, 10:43 AM
From: Assigned, Entered
To: Entered, On Hold
Duration in Previous: 27d 0h, 0m
🚨 58.0 business days
🔄
▶
3 Status: Reschedule Nov 5, 4:16 PM
Status: Reschedule → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kaitlyn Kelch
Technician: a0h6e00000II91nAAD, Anthony Wirth
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-11-20T15:00:00.000+0000
⚠️ 9.0 business days
🔩
Parts Added Nov 17, 12:45 PM
Type: Parts
Status: Open
Qty: 1
⏳ 4.0 business days
🔧
Status: Tech On Site by Anthony Wirth Nov 20, 8:16 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 14d 15h
🔩
Parts Added Nov 20, 10:19 AM
Type: Parts
Status: Open
Qty: 3
⏱️
▶
3 4x Labor Added Nov 20, 8:44 PM
4x Labor Added → Status: Completed → Status: Closed
✔️
Status: Completed by Anthony Wirth
From: Tech On Site
To: Completed
Duration in Previous: 12h 30m
🏁
Status: Closed by Anthony Wirth
From: Completed
To: Closed
Duration in Previous: 1m
⏳ 1.4 business days
📄
Status: Ready to Bill by Diane Patton Nov 22, 2:24 PM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 1d 17h, 0m
⏳ 1.0 business days
🧾
Invoice Created Nov 24, 1:02 PM
Invoice Number: SM-247397

Bottlenecks

Assigned
Duration: 20.0 business days (threshold: 4.0 business hours)
Exceeded by 19.5 business days
Scheduled
Duration: 11.3 business days (threshold: 2.0 business days)
Exceeded by 9.3 business days
Tech On Site
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.8 business hours

🔗 Related Artifacts

📞
Case 00512408
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Anthony Wirth
Scheduled
Nov 20, 10:00 AM
Created
Jul 22, 9:23 AM
Invoice #
SM-247397

Work Details (6)

Name Type Status Qty Amount Date
WL-03009891 Parts Open 1 $98.21 Nov 17, 12:45 PM
WL-03014426 Parts Open 3 $6.36 Nov 20, 10:19 AM
WL-03015605 Labor Open 3 $0.00 Nov 20, 8:44 PM
WL-03015606 Labor Open 6.5 $1,212.00 Nov 20, 8:44 PM
WL-03015607 Travel Open 101 - Nov 20, 8:44 PM
WL-03015608 Travel Open 25 - Nov 20, 8:44 PM

Details