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WO-01308539 ↗ ServiceMax

Crossover Health Management Services • Evaluation • P3

📍 Crossover Health - Cisco Building — 3571 N First St, San Jose CA, 95134

Oct 9, 2025 → Aug 14, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Oct 15, 2025
✗ SLA Missed (33 biz days late)
Active: 36 biz days
Paused: 174 biz days
Budget: 3 biz days
🕐 Clock stopped: Canceled (Aug 14, 2026)
SLA Target
▶ Clock Running
Status: Created
Oct 9 → Oct 9, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Ready for Scheduling
Oct 9 → Oct 13, 2025
1 business day (counted)
Running total: 1 of 3 biz days used
▶ Clock Running
Status: Assigned
Oct 13 → Oct 13, 2025
0 business days (counted)
Running total: 1 of 3 biz days used
⏸174d
⏸ Clock Paused
Status: Awaiting Parts - Customer
Oct 13 → Jun 25, 2026
174 business days (not counted)
35d
▶ Clock Running
Status: Ready for Scheduling
Jun 25 → Aug 14, 2026
35 business days (counted)
Running total: 36 of 3 biz days used
▶ Clock Running
Status: Entered
Aug 14 → Aug 14, 2026
0 business days (counted)
Running total: 36 of 3 biz days used
Created: Oct 9, 2025 Canceled: Aug 14, 2026
Business Days Used 36 / 3
0 3d budget +33d over
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Oct 9 → Oct 9 Created ▶ Running 0 0 / 3
Oct 9 → Oct 13 Ready for Scheduling ▶ Running 1 1 / 3
Oct 13 → Oct 13 Assigned ▶ Running 0 1 / 3
Oct 13 → Jun 25 Awaiting Parts - Customer ⏸ Paused 174 —
Jun 25 → Aug 14 Ready for Scheduling ▶ Running 35 36 / 3
Aug 14 → Aug 14 Entered ▶ Running 0 36 / 3
Dispatch 0.1d
Material Management 174.0d
Coordinators 38.0d
✗ SLA Missed
Dispatch
0.1 days
Material Management
174.0 days
Coordinators
38.0 days
Over SLA
Created: Oct 9, 2025 Due: Oct 14, 2025 Completed: Aug 14, 2026 (303 days late)
📅
211.0 days Total Age
⏱️
174.0d in Awaiting Parts - Customer Longest Stage
🔄
5 transitions Status Changes
⚠️
36.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
0 lines Work Details

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00532631
Quote needed
Closed
Q-00030468 Follow Up: Inspection #: 30137 Asset ID: 13271749 Model: Summit - CT-66L-BI Notes: Unit temperature verified within ±1 °F and electrical safety test passed. Freezer compartment shows heavy ice/frost buildup, which may indicate a malfunction in the automatic defrost system or a leaking door gasket. Further troubleshooting required. Follow-up required. Reviewed service with customer, quote needed. PM and evaluate refrigerator/freezer. - Special instructions: Confirm and approve customer will remove all contents form the chambers for the tech to run a defrost cycle. Tech shall complete the pm, cleaning procedures per the mfg recommendations. Final test; ensure chamber meets set temp w/o any errors. https://www.ebiotrack.com/workorder.php?wo=68823
Priority
Standard
Origin
Email
Reason
New Case
Contact
Edgar Chavez
Owner
Shelby Robinson
Created
Oct 2, 2025
Work Orders from this Case (1)
WO-01308539 (current) Canceled
Evaluation
Created: Oct 9, 2025
Behind Schedule - Needs Attention
Canceled • 377 days old
🚨
Primary Delay 174.0 days stuck in "Awaiting Parts - Customer"
⏱️
Total Delay 36.0 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.1d / 0.5d SLA
Ready for Scheduling
38.0d / 1.0d SLA
Awaiting Parts - Customer
174.0d

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

8-14 Mburris spoke with Edgar Chavez he advised no work / tech needed and to please cancel


8-7 Mburris called LM on Vmail for POC Ed 

6/28/26 RBerry- ASC needs to call site to determine if service is still needed. Parts order is not needed for this WO as this is for an evaluation. Updated delay code to ASC related


11-24 Mburris call to POC out to the customer to confirm whether they ordered parts themselves and to clarify why they believe parts are required for these evaluations. Mailbox is full so can't LM email sent to POC. Got reply POC is on PTO  


10-13 Mburris called spoke with Edgar Chavez he advised that more parts are needed for this WO

⚠️ Problem Description
Q-00030468 Follow Up: Inspection #: 30137 Asset ID: 13271749 Model: Summit - CT-66L-BI Notes: Unit temperature verified within ±1 °F and electrical safety test passed. Freezer compartment shows heavy ice/frost buildup, which may indicate a malfunction in the automatic defrost system or a leaking door gasket. Further troubleshooting required. Follow-up required. Reviewed service with customer, quote needed. PM and evaluate refrigerator/freezer. - Special instructions: Confirm and approve customer will remove all contents form the chambers for the tech to run a defrost cycle. Tech shall complete the pm, cleaning procedures per the mfg recommendations. Final test; ensure chamber meets set temp w/o any errors. https://www.ebiotrack.com/workorder.php?wo=68823

Timeline

📞
Case Linked Oct 2, 8:55 PM
Case Number: 00532631
Subject: Quote needed
Status: Closed
⚠️ 5.4 business days
📋
▶
2 Work Order Created Oct 9, 10:59 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Shelby Robinson
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
⏳ 2.0 business days
👷
▶
2 Technician Assigned Oct 13, 2:24 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling, Assigned
To: Assigned, Awaiting Parts - Customer
Duration in Previous: 4d 3h, 0m
🚨 174.0 business days
📅
Status: Ready for Scheduling by Rhonnie Reeves Jun 25, 11:03 AM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 254d 20h
🚨 36.0 business days
🆕
Status: Entered by Michael Burris Aug 14, 12:58 PM
From: Ready for Scheduling
To: Entered
Duration in Previous: 50d 1h
🚫
Status: Canceled by Sherry Reich Aug 14, 2:03 PM
From: Entered
To: Canceled
Duration in Previous: 1h 4m

Bottlenecks

Ready for Scheduling
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready for Scheduling
Duration: 36.0 business days (threshold: 1.0 business days)
Exceeded by 35.0 business days

🔗 Related Artifacts

📞
Case 00532631
Closed

ℹ️ Work Order Details

Status
Canceled
Priority
P3
Type
Evaluation
Branch
N/A
Technician
Unassigned
Scheduled
N/A
Created
Oct 9, 10:59 AM
Invoice #
N/A

Details