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WO-01308836 ↗ ServiceMax

CenterWell (Humana) • Virtual Tech - Depot • P3

📍 CenterWell - Las Vegas #06066 — 2601 N Tenaya Way, Las Vegas NV, 89128

Oct 10, 2025 → Feb 24, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Oct 16, 2025
✗ SLA Missed (38 biz days late)
Active: 41 biz days
Paused: 48 biz days
Budget: 3 biz days
🕐 Clock stopped: Invoiced (Feb 24, 2026)
SLA Target
▶ Clock Running
Status: Created
Oct 10 → Oct 10, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Ready for Scheduling
Oct 10 → Oct 10, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
⏸48d
⏸ Clock Paused
Status: Awaiting Parts
Oct 10 → Dec 23, 2025
48 business days (not counted)
▶ Clock Running
Status: On Hold
Dec 23 → Dec 23, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Dec 23 → Dec 23, 2025
0 business days (not counted)
41d
▶ Clock Running
Status: On Hold
Dec 23 → Feb 24, 2026
41 business days (counted)
Running total: 41 of 3 biz days used
▶ Clock Running
Status: Assigned
Feb 24 → Feb 24, 2026
0 business days (counted)
Running total: 41 of 3 biz days used
Created: Oct 10, 2025 Invoiced: Feb 24, 2026
Business Days Used 41 / 3
0 3d budget +38d over
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Oct 10 → Oct 10 Created ▶ Running 0 0 / 3
Oct 10 → Oct 10 Ready for Scheduling ▶ Running 0 0 / 3
Oct 10 → Dec 23 Awaiting Parts ⏸ Paused 48 —
Dec 23 → Dec 23 On Hold ▶ Running 0 0 / 3
Dec 23 → Dec 23 Awaiting Parts ⏸ Paused 0 —
Dec 23 → Feb 24 On Hold ▶ Running 41 41 / 3
Feb 24 → Feb 24 Assigned ▶ Running 0 41 / 3
Dispatch 0.0d
Material Management 49.2d
Holding 41.5d (excluded)
Coordinators 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
49.2 days
Over SLA
Holding (excluded from total)
41.5 days
Coordinators
0.0 days
Created: Oct 10, 2025 Due: Jan 30, 2026 Completed: Feb 24, 2026 (24 days late)
📅
89.8 days Total Age
⏱️
48.8d in Awaiting Parts Longest Stage
🔄
8 transitions Status Changes
⚠️
48.3d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
2 lines Work Details
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00534643
WO-01304828
Closed
Follow up Work Order WO-01304828waiting on part number from vendor Model: Edan Instruments - SE-1200 Express Model Type: EKG Custom Field: Notes: Asset ID: 13273385 Site: CenterWell (Humana) - CenterWell - Las Vegas #06066 Department:Depreciation Start Date:Physical Location:Depreciation Term: yrsSerial #: 10317
Priority
High
Origin
Created From WO
Reason
New Case
Contact
Kim Logan
Owner
Derek Reynolds
Created
Oct 10, 2025
Work Orders from this Case (1)
WO-01308836 (current) Invoiced
Virtual Tech - Depot • Ryan Schwochow
Created: Oct 10, 2025 • Closed: Feb 24, 2026
Completed with significant delays
Invoiced • 309 days old
🚨
Primary Delay 48.8 days stuck in "Awaiting Parts"
⏱️
Total Delay 48.3 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
0.0d / 1.0d SLA
Awaiting Parts
49.2d / 3.0d SLA
On Hold
41.5d
Assigned
0.0d / 0.5d SLA
Closed
3.5d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

01/05/26-RS; Sending reminder email with RL attached - On-Hold Awaiting equipment - 

12-23 DSR Changed to Depot Repair and sent box return label to customer. Depot Team sourcing parts for repair.

10-10-DSR Please review with Tech Michael Russell) from last WO if part has been recieved/ordered before dispatching. Customer states this should be Urgent.

🔧 Work Performed
24 x 18 x 12" Corrugated Box Outbound 1Z01E3E70391053891 - Delivered 1/2/2026 Return 1Z01E3E79096946781 - Shipper created a label, UPS has not received the package yet.
🔍 Technician Findings
Box and Return Label sent to site
⚠️ Problem Description
Follow up Work Order WO-01304828 Edan Instruments - SE-1200 Express Asset ID: 13273385 Serial #: 10317 https://www.ebiotrack.com/workorder.php?wo=68868

Timeline

📞
▶
3 Case Linked Oct 10, 1:18 PM
Case Linked → Work Order Created → Status: Ready for Scheduling
📋
Work Order Created
Work Order: WO-01308836
Type: Virtual Tech - Depot
Priority: P3
📅
Status: Ready for Scheduling by Derek Reynolds
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
📦
Status: Awaiting Parts by Derek Reynolds Oct 10, 1:35 PM
From: Ready for Scheduling
To: Awaiting Parts
Duration in Previous: 12m
🚨 49.0 business days
⏸️
▶
3 Status: On Hold Dec 23, 12:09 PM
Status: On Hold → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00087207
Status: Closed
📦
Status: Awaiting Parts by Derek Reynolds
From: On Hold
To: Awaiting Parts
Duration in Previous: 4m
🔩
▶
2 2x Parts Added Dec 23, 3:06 PM
2x Parts Added → Status: On Hold
⏸️
Status: On Hold by Sean Weaver
From: Awaiting Parts
To: On Hold
Duration in Previous: 2h 52m
🚨 42.0 business days
👷
▶
3 Status: Assigned Feb 24, 3:06 PM
Status: Assigned → Technician Assigned → Status: Closed
👷
Technician Assigned by Ryan Schwochow
Technician: Ryan Schwochow
🏁
Status: Closed by Ryan Schwochow
From: Assigned
To: Closed
Duration in Previous: 1m
⏳ 4.0 business days
📄
▶
2 Status: Ready to Bill Feb 28, 11:46 AM
Status: Ready to Bill → Invoice Created
🧾
Invoice Created
Invoice Number: SM-255233

Bottlenecks

Awaiting Parts
Duration: 48.8 business days (threshold: 3.0 business days)
Exceeded by 45.8 business days
Closed
Duration: 3.5 business days (threshold: 1.0 business days)
Exceeded by 2.5 business days

🔗 Related Artifacts

📞
Case 00534643
Closed
📦
Parts Order 00087207
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Depot
Branch
Edge
Technician
Ryan Schwochow
Scheduled
N/A
Created
Oct 10, 1:21 PM
Invoice #
SM-255233

Work Details (2)

Name Type Status Qty Amount Date
WL-03046459 Parts Open 1 $3.86 Dec 23, 3:06 PM
WL-03046460 Expenses Open 1 $48.50 Dec 23, 3:06 PM

Details