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← WO Overview

WO-01307193 ↗ ServiceMax

HCA Urgent Care • Inspection • PSM

📍 CareNow West Pearland COID 23894 — 11826 Broadway Street, Pearland TX, 77584

Oct 1, 2025 → Feb 24, 2026

✅ Completed
PSM
SLA Clock
Last business day of October 2025 · Target: Oct 31, 2025
✗ SLA Missed (74 biz days late)
Active: 96 biz days
🕐 Clock stopped: Completed (Feb 24, 2026)
▶ Clock Running
Status: Created
Oct 1 → Oct 1, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Oct 1 → Oct 6, 2025
3 business days (counted)
Running total: 3 of ? biz days used
9d
▶ Clock Running
Status: Assigned
Oct 6 → Oct 20, 2025
9 business days (counted)
Running total: 12 of ? biz days used
▶ Clock Running
Status: Entered
Oct 20 → Oct 20, 2025
0 business days (counted)
Running total: 12 of ? biz days used
59d
▶ Clock Running
Status: On Hold
Oct 20 → Jan 16, 2026
59 business days (counted)
Running total: 71 of ? biz days used
▶ Clock Running
Status: Assigned
Jan 16 → Jan 16, 2026
0 business days (counted)
Running total: 71 of ? biz days used
▶ Clock Running
Status: Scheduled
Jan 16 → Jan 26, 2026
5 business days (counted)
Running total: 76 of ? biz days used
▶ Clock Running
Status: Reschedule
Jan 26 → Jan 27, 2026
1 business day (counted)
Running total: 77 of ? biz days used
9d
▶ Clock Running
Status: Scheduled
Jan 27 → Feb 9, 2026
9 business days (counted)
Running total: 86 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 9 → Feb 9, 2026
0 business days (counted)
Running total: 86 of ? biz days used
▶ Clock Running
Status: Tech Off Site
Feb 9 → Feb 9, 2026
0 business days (counted)
Running total: 86 of ? biz days used
▶ Clock Running
Status: Completed
Feb 9 → Feb 9, 2026
0 business days (counted)
Running total: 86 of ? biz days used
▶ Clock Running
Status: Closed
Feb 9 → Feb 10, 2026
1 business day (counted)
Running total: 87 of ? biz days used
▶ Clock Running
Status: Reschedule
Feb 10 → Feb 10, 2026
0 business days (counted)
Running total: 87 of ? biz days used
9d
▶ Clock Running
Status: Scheduled
Feb 10 → Feb 24, 2026
9 business days (counted)
Running total: 96 of ? biz days used
Created: Oct 1, 2025 Completed: Feb 24, 2026
Show SLA Clock Detail (15 periods)
Period Status Clock Biz Days Running Total
Oct 1 → Oct 1 Created ▶ Running 0 0
Oct 1 → Oct 6 Ready for Scheduling ▶ Running 3 3
Oct 6 → Oct 20 Assigned ▶ Running 9 12
Oct 20 → Oct 20 Entered ▶ Running 0 12
Oct 20 → Jan 16 On Hold ▶ Running 59 71
Jan 16 → Jan 16 Assigned ▶ Running 0 71
Jan 16 → Jan 26 Scheduled ▶ Running 5 76
Jan 26 → Jan 27 Reschedule ▶ Running 1 77
Jan 27 → Feb 9 Scheduled ▶ Running 9 86
Feb 9 → Feb 9 Tech On Site ▶ Running 0 86
Feb 9 → Feb 9 Tech Off Site ▶ Running 0 86
Feb 9 → Feb 9 Completed ▶ Running 0 86
Feb 9 → Feb 10 Closed ▶ Running 1 87
Feb 10 → Feb 10 Reschedule ▶ Running 0 87
Feb 10 → Feb 24 Scheduled ▶ Running 9 96
Dispatch 0.0d
Holding 60.0d (excluded)
Coordinators 41.8d
Field Work 1.0d
✗ SLA Missed
Dispatch
0.0 days
Holding (excluded from total)
60.0 days
Coordinators
41.8 days
Over SLA
Field Work
1.0 days
Created: Oct 1, 2025 Due: Nov 26, 2025 Completed: Feb 24, 2026 (89 days late)
📅
97.0 days Total Age
⏱️
60.0d in On Hold Longest Stage
🔄
14 transitions Status Changes
⚠️
34.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
9 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits (2 reschedules)
2 on-site visits — follow-up trip required
👤 Self-scheduled by Arturo Diaz — scheduling delays attributed to technician, not coordinators
Visit 1 Feb 9, 2026
Visit 2 Feb 24, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00531921
eBiotrack - Automated New Inspection Created
Closed
Annual Equipment Electrical Safety Test And Calibration Service 28 Pcs https://www.ebiotrack.com/inspection.php?iid=30435
Priority
High
Origin
Email
Reason
New Case
Contact
Sharon Patterson
Owner
Kimberly Hardison
Created
Oct 1, 2025
Work Orders from this Case (1)
WO-01307193 (current) Invoiced
Inspection • Arturo Diaz
Created: Oct 1, 2025 • Closed: Feb 24, 2026
Completed with significant delays
Invoiced • 317 days old
🚨
Primary Delay 60.0 days stuck in "On Hold"
⏱️
Total Delay 34.6 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
4.0d / 1.0d SLA
Assigned
10.0d / 0.5d SLA
On Hold
60.0d
Scheduled
25.8d / 2.0d SLA
Reschedule
2.0d / 2.0d SLA
Tech On Site
1.0d / 1.0d SLA
Tech Off Site
0.0d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
4.2d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/10 KKelch- per site contact, the EKG machine was missed on this inspection and needs return visit scheduled for 2/24 between 9 and 11 am.

1/27 KKelch called site to reschedule for 2/9 between 9 and 11 am. Customer confirmed. 

1/26 KKelch placed in R?S due to urgent inspections in El Paso

1/16 KKelch called Sharon back to schedule for 2/2 between 9 and 11 am. Customer confirmed. 

10/20 KKelch called Mark to schedule for 11/11 between 9 and 11 am. Unable to leave VM, placed on hold due to 3 failed attempts to contact.

10/13 KKelch called Mark to schedule for 11/13 between 9 and 11 am. Left VM. 

10/8 KKelch called Mark to schedule for 11/7 between 9 and 11 am. Left VM. 

10/8 KKelch called Sharon to schedule for 11/7 between 9 and 11 am. He advised that he is no longer the practice manager, advised that Mark Johnston at 210-857-4126

🔧 Work Performed
- Inspected equipment found in every exam room - inspected equipment found in labs - inspected equipment found in nurse stations - inspected equipment found in hallways - inquired of staff where any other equipment might be found - confirmed with staff that all equipment that is in use has been inspected - informed staff if any equipment is later found, or pulled from storage, or received from another location, it will require a miscellaneous equipment inspection on a new work order 10/24: corrected inspection tag
🔍 Technician Findings
Normal equipment conditions
⚠️ Problem Description
Annual Equipment Electrical Safety Test And Calibration Service 28 Pcs https://www.ebiotrack.com/inspection.php?iid=30435

Timeline

📞
Case Linked Oct 1, 7:01 AM
Case Number: 00531921
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
2 Work Order Created Oct 1, 10:10 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
4.0 business days
👷
2 Technician Assigned Oct 6, 9:50 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 4d 23h
🚨 10.0 business days
🆕
Status: Entered by Kaitlyn Kelch Oct 20, 10:36 AM
From: Assigned, Entered
To: Entered, On Hold
Duration in Previous: 14d 0h, 0m
🚨 60.0 business days
👷
3 Status: Assigned Jan 16, 11:39 AM
Status: Assigned → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kaitlyn Kelch
Technician: Arturo Diaz
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-02-02T15:00:00.000+0000
⚠️ 6.0 business days
🔄
Status: Reschedule by Kaitlyn Kelch Jan 26, 10:49 AM
From: Scheduled
To: Reschedule
Duration in Previous: 9d 23h
2.0 business days
🗓️
2 Status: Scheduled Jan 27, 11:43 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-02-09T15:00:00.000+0000
🚨 10.0 business days
🔧
2 Status: Tech On Site Feb 9, 10:08 AM
Status: Tech On Site → 2x Labor Added
⏱️
2x Labor Added
Type: Labor, Travel
Status: Open
Qty: 1.5, 40
⏱️
2x Labor Added Feb 9, 11:31 AM
Type: Labor, Travel
Status: Open
Qty: 2, 40
⏱️
Labor Added Feb 9, 2:39 PM
Type: Labor
Status: Open
Qty: 1.5
🚗
3 Status: Tech Off Site Feb 9, 5:44 PM
Status: Tech Off Site → Status: Completed → Status: Closed
✔️
Status: Completed by Arturo Diaz
From: Tech Off Site
To: Completed
Duration in Previous: 1m
🏁
Status: Closed by Arturo Diaz
From: Completed
To: Closed
Duration in Previous: 1m
🔄
2 Status: Reschedule Feb 10, 9:45 AM
Status: Reschedule → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-02-24T15:00:00.000+0000
🚨 10.0 business days
⏱️
2x Labor Added Feb 24, 10:34 AM
Type: Labor, Travel
Status: Open
Qty: 2, 40
⏱️
2x Labor Added Feb 24, 10:47 AM
Type: Labor
Status: Open
Qty: 0.25
✔️
2 Status: Completed Feb 24, 6:19 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Arturo Diaz
From: Completed
To: Closed
Duration in Previous: 1m
3.7 business days
📄
Status: Ready to Bill by Diane Patton Feb 27, 11:04 AM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 2d 16h, 0m
🧾
Invoice Created Feb 27, 7:37 PM
Invoice Number: SM-255187

Bottlenecks

Ready for Scheduling
Duration: 4.0 business days (threshold: 1.0 business days)
Exceeded by 3.0 business days
Assigned
Duration: 10.0 business days (threshold: 4.0 business hours)
Exceeded by 9.5 business days
Scheduled
Duration: 5.9 business days (threshold: 2.0 business days)
Exceeded by 3.9 business days
Scheduled
Duration: 9.9 business days (threshold: 2.0 business days)
Exceeded by 7.9 business days
Closed
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.2 business hours
Scheduled
Duration: 10.0 business days (threshold: 2.0 business days)
Exceeded by 8.0 business days
Closed
Duration: 3.1 business days (threshold: 1.0 business days)
Exceeded by 2.1 business days

🔗 Related Artifacts

📞
Case 00531921
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Arturo Diaz
Scheduled
Feb 24, 10:00 AM
Created
Oct 1, 10:10 AM
Invoice #
SM-255187

Work Details (9)

Name Type Status Qty Amount Date
WL-03097480 Labor Open 1.5 $0.00 Feb 9, 10:10 AM
WL-03097481 Travel Open 40 - Feb 9, 10:10 AM
WL-03097559 Labor Open 2 $855.00 Feb 9, 11:31 AM
WL-03097561 Travel Open 40 - Feb 9, 11:31 AM
WL-03097846 Labor Open 1.5 $0.00 Feb 9, 2:39 PM
WL-03117401 Labor Open 2 $0.00 Feb 24, 10:34 AM
WL-03117402 Travel Open 40 - Feb 24, 10:34 AM
WL-03117417 Labor Open 0.25 $0.00 Feb 24, 10:47 AM
WL-03117418 Labor Open 0.25 $0.00 Feb 24, 10:47 AM

Details