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WO-01299646 ↗ ServiceMax

Steris • Installation • PC

📍 Desert Ridge Outpatient Surgery Center — 20940 N Tatum Blvd., Phoenix AZ, 85050

Aug 26, 2025 → Sep 3, 2025

🔴 Behind
PC
SLA Clock
Per client agreement · Target: Sep 5, 2025
✓ SLA Met (4 biz days early)
Active: 3 biz days
🕐 Clock stopped: Tech Off Site (Aug 29, 2025)
▶ Clock Running
Status: Created
Aug 26 → Aug 26, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Aug 26 → Aug 26, 2025
0 business days (counted)
Running total: 0 of ? biz days used
3d
▶ Clock Running
Status: Scheduled
Aug 26 → Aug 29, 2025
3 business days (counted)
Running total: 3 of ? biz days used
▶ Clock Running
Status: Tech On Site
Aug 29 → Aug 29, 2025
0 business days (counted)
Running total: 3 of ? biz days used
Created: Aug 26, 2025 Tech Off Site: Aug 29, 2025
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Aug 26 → Aug 26 Created ▶ Running 0 0
Aug 26 → Aug 26 Ready for Scheduling ▶ Running 0 0
Aug 26 → Aug 29 Scheduled ▶ Running 3 3
Aug 29 → Aug 29 Tech On Site ▶ Running 0 3
Dispatch 0.0d
Coordinators 4.0d
Field Work 3.8d
✓ SLA Met
Dispatch
0.0 days
Coordinators
4.0 days
Over SLA
Field Work
3.8 days
Over SLA
Created: Aug 26, 2025 Due: Sep 5, 2025 (343 days overdue)
📅
6.4 days Total Age
⏱️
19.7d in Closed Longest Stage
🔄
7 transitions Status Changes
⚠️
21.1d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
8 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00520555
Fw: Bid Request - Desert Ridge SOA 19285709
Closed
Q-00029627 Deinstallation of lights/install preassembled Harmony Light, No FPM Location - Desert Ridge Outpatient Surgery Center 20940 N Tatum Blvd Phoenix, AZ 85050 On Site Contact - Susie Snowden ssnowden@uspi.com 714-504-5341 Sales Order# 19285709
Priority
Standard
Origin
Email
Reason
New Case
Contact
Edward Pollack
Owner
Shelby Robinson
Created
Aug 20, 2025
Work Orders from this Case (1)
WO-01299646 (current) Billing Review
Installation • Christopher Kelch
Created: Aug 26, 2025 • Closed: Sep 3, 2025
Behind Schedule - Needs Attention
Billing Review • 352 days old
🚨
Primary Delay 19.7 days stuck in "Closed"
⏱️
Total Delay 21.1 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
Scheduled
3.9d / 2.0d SLA
Tech On Site
0.6d / 1.0d SLA
Tech Off Site
1.8d / 2.0d SLA
Completed
1.4d / 1.0d SLA
Closed
19.7d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

01/19/26 NFLOYD - Sent follow up email requesting PO

11/11/25 NFloyd - Sent email requesting PO

10-01-25 NFloyd - Awaiting PO

🔧 Work Performed
Deinstallation of lights/install preassembled Harmony Light, No FPM
🔍 Technician Findings
Deinstallation of lights/install preassembled Harmony Light, No FPM
⚠️ Problem Description
Q-00029627 Deinstallation of lights/install preassembled Harmony Light, No FPM Location - Desert Ridge Outpatient Surgery Center 20940 N Tatum Blvd Phoenix, AZ 85050 On Site Contact - Susie Snowden ssnowden@uspi.com 714-504-5341 Sales Order# 19285709

Timeline

📞
Case Linked Aug 20, 11:09 AM
Case Number: 00520555
Subject: Fw: Bid Request - Desert Ridge SOA 19285709
Status: Closed
⚠️ 5.0 business days
📋
▶
2 Work Order Created Aug 26, 11:53 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
3 Technician Assigned Aug 26, 12:33 PM
Technician Assigned → Status: Scheduled → Dispatch Scheduled
🗓️
Status: Scheduled by Peter Green
From: Ready for Scheduling
To: Scheduled
Duration in Previous: 38m
📅
Dispatch Scheduled by Peter Green
Scheduled For: 2025-08-28T15:00:00.000+0000
📅
Dispatch Scheduled by Peter Green Aug 26, 2:41 PM
Scheduled For: 2025-08-29T15:00:00.000+0000
⏳ 4.0 business days
🔧
Status: Tech On Site by Dugan Hoffmann Aug 29, 1:19 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 3d 0h
🚗
Status: Tech Off Site by Dugan Hoffmann Aug 29, 6:03 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 4h 44m
⏱️
3x Labor Added Aug 29, 7:57 PM
Type: Labor
Status: Open
Qty: 1.5, 6.5, 1.25
⏱️
5x Labor Added Aug 29, 11:14 PM
Type: Labor, Travel
Status: Open
Qty: 0.5, 24
⏳ 1.2 business days
✔️
Status: Completed by Peter Green Sep 3, 12:30 AM
From: Tech Off Site
To: Completed
Duration in Previous: 4d 6h
🏁
Status: Closed by Christopher Kelch Sep 3, 11:31 PM
From: Completed
To: Closed
Duration in Previous: 23h 0m
🚨 19.3 business days
💵
Status: Billing Review by Nicole Floyd Oct 1, 1:42 AM
From: Closed
To: Billing Review
Duration in Previous: 27d 2h

Bottlenecks

Scheduled
Duration: 3.9 business days (threshold: 2.0 business days)
Exceeded by 1.9 business days
Completed
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.5 business hours
Closed
Duration: 19.7 business days (threshold: 1.0 business days)
Exceeded by 18.7 business days

🔗 Related Artifacts

📞
Case 00520555
Closed

ℹ️ Work Order Details

Status
Billing Review
Priority
PC
Type
Installation
Branch
N/A
Technician
Christopher Kelch
Scheduled
Aug 29, 11:00 AM
Created
Aug 26, 11:53 AM
Invoice #
N/A

Work Details (8)

Name Type Status Qty Amount Date
WL-02920776 Labor Open 1.5 $0.00 Aug 29, 7:57 PM
WL-02920777 Labor Open 6.5 $0.00 Aug 29, 7:57 PM
WL-02920778 Labor Open 1.25 $0.00 Aug 29, 7:57 PM
WL-02921001 Labor Open 0.5 $0.00 Aug 29, 11:14 PM
WL-02921002 Labor Open 5 $1,800.00 Aug 29, 11:14 PM
WL-02921003 Labor Open 0.5 $0.00 Aug 29, 11:14 PM
WL-02921004 Travel Open 24 $0.00 Aug 29, 11:14 PM
WL-02921005 Travel Open 24 $0.00 Aug 29, 11:14 PM

Details