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WO-01312019 ↗ ServiceMax

Crossover Health Management Services • Virtual Tech - Field Repair • P3

📍 Crossover Health Apple Sacramento — 2511 Laguna Blvd Building B, Elk Grove CA, 95758

Oct 30, 2025 → Apr 13, 2026

✅ Completed
P3 3 business days from creation
Target: Nov 4, 2025
🕐 Clock stopped: Completed (Apr 13)
⏸ 109d excluded (parts wait + holding)
✗ SLA Missed (51d late)
Dispatch 2.0d
Material Management 78.4d
Coordinators 28.5d
Field Work 0.7d
Incomplete 16.5d (excluded)
Billing 5.0d
✗ SLA Missed
Dispatch
2.0 days
Over SLA
Material Management
78.4 days
Over SLA
Coordinators
28.5 days
Over SLA
Field Work
0.7 days
Incomplete (excluded from total)
16.5 days
Billing
5.0 days
Over SLA
Created: Oct 30, 2025 Due: Apr 13, 2026 Completed: Apr 13, 2026 (on time)
📅
118.0 days Total Age
⏱️
78.0d in Awaiting Parts Longest Stage
🔄
21 transitions Status Changes
⚠️
97.1d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
22 lines Work Details
🚩
4 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
4 On-Site Visits (3 reschedules)
4 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Angel Rios — scheduling delays attributed to technician, not coordinators
Visit 1 Nov 6, 2025
Visit 2 Mar 2, 2026
Visit 3 Mar 11, 2026
Visit 4 Apr 13, 2026

AI Analysis

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Originating Case

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🎫
Case #00539322
eBiotrack - New Work Order Request - Inspection Repair
Closed
Crossover Health Apple Sacramento Site: Crossover Health Apple Sacramento Customer: Crossover Health Management Services Customer #: 2860713 2511 Laguna Blvd Building B Elk Grove, CA 95758 Inspection #: 29691 Asset ID: 13139765 Model: Midmark - 625*441666 Notes: Unit passed electrical safety testing. Foot pedal is non-responsive, and shrouds are not properly installed. Shrouds and cladding appear to have possible damage. A return visit is required to assess the extent of damage and determine parts needed for repair.Damaged Foot/Hand Control Follow-up required.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Edgar Chavez
Owner
Virtual Tech
Created
Oct 29, 2025
Work Orders from this Case (1)
WO-01312019 (current) Invoiced
Virtual Tech - Field Repair • Angel Rios
Created: Oct 30, 2025 • Closed: Apr 13, 2026
Completed with significant delays
Invoiced • 196 days old
🚨
Primary Delay 78.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 97.1 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
0.3d / 1.0d SLA
Assigned
2.0d / 0.5d SLA
Scheduled
11.3d / 2.0d SLA
Tech On Site
0.3d / 1.0d SLA
Awaiting Parts
78.4d / 3.0d SLA
Reschedule
14.9d / 2.0d SLA
Completed
0.4d / 1.0d SLA
Incomplete
16.5d
L2 Screening
2.0d / 1.0d SLA
Closed
2.4d / 1.0d SLA
Ready to Bill
5.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

TBA exceeded quote due to additional trip with additional parts. Actual onsite labor time and travel driven will be billed.

4-8 Mburris spoke with Edgar set for 4-13 10am

4/2/26 Rberry- Updated due date based on parts. Removed delay code.


4/1/26 lcoonrod new quote from case 00576551

Q-00033107

Asset ID: 13139765

Model: Midmark - 625*441666

A replacement scale board (Part #002-1512-00) will need to be ordered.

Spoke with Winnie, Site Manager, and they requested a quote from EMSAR for the replacement part and service to complete the repair.


3/5/26 RBerry- Updated due date based on confirmation from customer on parts. There is no tracking information in parts order.


2-26 Mburris spoke with Edgar he asked for tech to stop by site parts should be on site / 3-2 2:30pm

2-25 Mburris no tracking

2/24/26 RBerry- Chattered on PO:

@[John Rolston]​ I see that this PO was moved to shipped but do not see a tracking number. Can you please provide the tracking information? Thank you!


10-31 Mburris called and set appt with POC 

🔧 Work Performed
11/06 I couldn’t reach Midmark Technical Support, so I verified in the Midmark Technical Library that the correct Shroud Assembly Kit for the Midmark 625-004 exam table (SN: V1403029) is part no. 002-1608-00. Site Manager Winnie Hopkins approved moving forward, but requested a parts-and-repair quote be emailed to winnie.hopkins@crossoverhealth.com before purchasing. Replaced the foot control batteries supplied by the customer and completed the association procedure. Confirmed that the foot control is now operating as properly. 3/02 Installed new shrouds on exam chair and verified proper functionality. Scale readings were significantly inaccurate. Initiated scale calibration procedure, however the chair prompted for 100 lb to complete calibration and only one 50 lb certified test weight was available on site. At times the remote prompted for 50 lb. When calibration was attempted using the single 50 lb certified test weight, the scale displayed 86 lb. Due to not having the required 100 lb certified test weight, scale calibration could not be completed. Verified load cell leveling feet were properly adjusted with approximately two threads visible at each screw. Customer requested follow up visit to properly complete scale calibration and resolve weight discrepancy. Completed electrical safety testing and unit passed. Replaced expired HCP inspection label. 3/11 Performed scale calibration procedure. During the process, the handheld remote intermittently prompted for a 100 lb weight instead of the required 50 lb calibration weight. Contacted Midmark Technical Support and they advised that the scale board likely needs to be replaced. A replacement scale board (Part #002-1512-00) will need to be ordered. Spoke with Winnie, Site Manager, and they requested a quote from EMSAR for the replacement part and service to complete the repair. 4/13 Replaced scale board (002-1512-00). Performed scale calibration with no issues encountered. Verified weight readings multiple times and values remained within acceptable range. Scale on exam chair is operating properly.
🔍 Technician Findings
11/06 Arrived on site and found that the exam table is missing an outer shroud. Upon further inspection, additional shrouds were also found to be damaged. Replacement of all shrouds is required to restore the unit to proper condition. 3/02 Arrived on site. Customer supplied replacement shrouds received at their facility, which will be installed on the exam chair. 3/11 Arrived on site to further troubleshoot the issue with the scale not displaying the correct weight after calibration. Customer advised they had received another shipment of shrouds, which had already been replaced under this work order. Contacted EMSAR management and confirmed the additional shrouds were shipped due to a duplicate work order. The duplicate WO (WO-01337714) has been cancelled. The extra shrouds were taken and will be stored in my service inventory. 4/13 Arrived on site to repair scale issue by replacing scale board.
⚠️ Problem Description
new quote from case 00576551 Q-00033107 Asset ID: 13139765 Model: Midmark - 625*441666 A replacement scale board (Part #002-1512-00) will need to be ordered. Spoke with Winnie, Site Manager, and they requested a quote from EMSAR for the replacement part and service to complete the repair. Crossover Health Apple Sacramento Site: Crossover Health Apple Sacramento Customer: Crossover Health Management Services Customer #: 2860713 2511 Laguna Blvd Building B Elk Grove, CA 95758 Inspection #: 29691 Asset ID: 13139765 Model: Midmark - 625*441666 Notes: Unit passed electrical safety testing. Foot pedal is non-responsive, and shrouds are not properly installed. Shrouds and cladding appear to have possible damage. A return visit is required to assess the extent of damage and determine parts needed for repair.Damaged Foot/Hand Control Follow-up required. https://www.ebiotrack.com/workorder.php?wo=69350

Timeline

📞
Case Linked Oct 29, 2:08 PM
Case Number: 00539322
Subject: eBiotrack - New Work Order Request - Inspection Repair
Status: Closed
📋
▶
2 Work Order Created Oct 30, 7:53 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Wendy Argueta
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Technician Assigned Oct 30, 10:13 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2h 19m
⏳ 2.0 business days
📅
▶
2 Dispatch Scheduled Oct 31, 3:03 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Michael Burris
From: Assigned
To: Scheduled
Duration in Previous: 1d 4h
⏳ 2.0 business days
📅
Dispatch Scheduled by Michael Burris Nov 3, 12:01 PM
Scheduled For: 2025-11-06T21:00:00.000+0000
⏳ 4.0 business days
🔧
Status: Tech On Site by Angel Rios Nov 6, 6:26 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 6d 4h
⏱️
3x Labor Added Nov 6, 6:56 PM
Type: Labor, Travel
Status: Open
Qty: 2.25, 1, 81
📦
▶
2 Parts Requested Nov 6, 7:01 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Angel Rios
From: Tech On Site
To: Awaiting Parts
Duration in Previous: 34m
🚗
Travel Added Nov 6, 7:08 PM
Type: Travel
Status: Open
Qty: 18
⏱️
Labor Added Nov 6, 8:11 PM
Type: Labor
Status: Open
Qty: 1
🚨 78.5 business days
🔩
▶
2 2x Parts Added Feb 24, 9:35 AM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by John Rolston
From: Awaiting Parts
To: Reschedule
Duration in Previous: 109d 14h
⏳ 3.0 business days
📅
▶
2 Dispatch Scheduled Feb 26, 11:00 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Michael Burris
From: Reschedule
To: Scheduled
Duration in Previous: 2d 1h
⏳ 2.0 business days
📅
Dispatch Scheduled by Michael Burris Feb 27, 1:29 PM
Scheduled For: 2026-03-02T22:30:00.000+0000
⏳ 2.0 business days
🔧
Status: Tech On Site by Angel Rios Mar 2, 6:02 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 7h
⏱️
2x Labor Added Mar 2, 7:16 PM
Type: Labor, Travel
Status: Open
Qty: 2, 89
⏱️
▶
2 Labor Added Mar 2, 8:17 PM
Labor Added → Status: Incomplete
⚠️
Status: Incomplete by Angel Rios
From: Completed, Tech On Site
To: Incomplete, Completed
Duration in Previous: 2h 15m, 0m
🚗
2x Travel Added Mar 2, 9:11 PM
Type: Travel, Labor
Status: Open
Qty: 7, 0.5
🔄
Status: Reschedule by Wendy Argueta Mar 3, 9:46 AM
From: Incomplete
To: Reschedule
Duration in Previous: 13h 27m
⚠️ 7.0 business days
⏱️
▶
2 3x Labor Added Mar 11, 3:45 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Angel Rios
From: Reschedule, Completed
To: Completed, Incomplete
Duration in Previous: 8d 5h, 0m
🚨 16.0 business days
🔍
Status: L2 Screening by Leona Coonrod Apr 1, 10:56 AM
From: Incomplete
To: L2 Screening
Duration in Previous: 20d 19h
📦
▶
2 Parts Requested Apr 2, 9:32 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Derek Reynolds
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 22h 35m
🔩
▶
2 2x Parts Added Apr 2, 12:48 PM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by MELISSA BARRETT
From: Awaiting Parts
To: Reschedule
Duration in Previous: 3h 16m
⚠️ 5.0 business days
🗓️
▶
2 Status: Scheduled Apr 8, 2:31 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-04-13T17:00:00.000+0000
⏳ 3.0 business days
📅
Dispatch Scheduled by Michael Burris Apr 10, 2:39 PM
Scheduled For: 2026-04-13T16:00:00.000+0000, 2026-04-13T17:00:00.000+0000
⏳ 2.0 business days
🔧
Status: Tech On Site by Angel Rios Apr 13, 1:46 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 23h
🚗
2x Travel Added Apr 13, 3:10 PM
Type: Travel
Status: Open
Qty: 10
⏱️
Labor Added Apr 13, 3:15 PM
Type: Labor
Status: Open
Qty: 0.75
⏱️
Labor Added Apr 13, 3:36 PM
Type: Labor
Status: Open
Qty: 2
✔️
Status: Completed by Angel Rios Apr 13, 3:44 PM
From: Tech On Site
To: Completed
Duration in Previous: 1h 57m
⏱️
▶
2 Labor Added Apr 13, 4:44 PM
Labor Added → Status: Closed
🏁
Status: Closed by Angel Rios
From: Completed
To: Closed
Duration in Previous: 1h 1m
⏳ 2.9 business days
📄
Status: Ready to Bill by Diane Patton Apr 15, 11:52 AM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 19h
⚠️ 5.0 business days
📨
▶
3 Status: Invoice Pending Apr 21, 12:21 PM
Status: Invoice Pending → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 3m
🧾
Invoice Created
Invoice Number: SM-259730

Bottlenecks

Assigned
Duration: 2.0 business days (threshold: 4.0 business hours)
Exceeded by 1.5 business days
Scheduled
Duration: 4.6 business days (threshold: 2.0 business days)
Exceeded by 2.6 business days
Awaiting Parts
Duration: 78.0 business days (threshold: 3.0 business days)
Exceeded by 75.0 business days
Reschedule
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 8.0 business hours
Reschedule
Duration: 7.0 business days (threshold: 2.0 business days)
Exceeded by 5.0 business days
L2 Screening
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Reschedule
Duration: 4.9 business days (threshold: 2.0 business days)
Exceeded by 2.9 business days
Scheduled
Duration: 3.7 business days (threshold: 2.0 business days)
Exceeded by 1.7 business days
Closed
Duration: 2.4 business days (threshold: 1.0 business days)
Exceeded by 1.4 business days
Ready to Bill
Duration: 5.0 business days (threshold: 1.0 business days)
Exceeded by 4.0 business days

🔗 Related Artifacts

📞
Case 00539322
Closed
📦
Parts Order 00084948
Closed
📦
Parts Order 00093895
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
N/A
Technician
Angel Rios
Scheduled
Apr 13, 1:00 PM
Created
Oct 30, 7:53 AM
Invoice #
SM-259730

Work Details (22)

Name Type Status Qty Amount Date
WL-02999132 Labor Open 2.25 $267.75 Nov 6, 6:56 PM
WL-02999133 Labor Open 1 $119.00 Nov 6, 6:56 PM
WL-02999134 Travel Open 81 - Nov 6, 6:56 PM
WL-02999144 Travel Open 18 - Nov 6, 7:08 PM
WL-02999216 Labor Open 1 $0.00 Nov 6, 8:11 PM
WL-03117318 Parts Open 1 $1,530.90 Feb 24, 9:35 AM
WL-03117319 Expenses Open 1 $37.90 Feb 24, 9:35 AM
WL-03126972 Labor Open 2 $238.00 Mar 2, 7:16 PM
WL-03126973 Travel Open 89 - Mar 2, 7:16 PM
WL-03127097 Labor Open 2.5 $297.50 Mar 2, 8:17 PM
WL-03127241 Travel Open 7 - Mar 2, 9:11 PM
WL-03127240 Labor Open 0.5 $0.00 Mar 2, 9:11 PM
WL-03139589 Labor Open 0.75 $89.25 Mar 11, 3:45 PM
WL-03139590 Labor Open 2 $238.00 Mar 11, 3:45 PM
WL-03139591 Travel Open 10 - Mar 11, 3:45 PM
WL-03170546 Parts Open 1 $1,804.95 Apr 2, 12:48 PM
WL-03170547 Expenses Open 1 $16.32 Apr 2, 12:48 PM
WL-03183947 Travel Open 10 $0.00 Apr 13, 3:10 PM
WL-03183948 Travel Open 10 $0.00 Apr 13, 3:10 PM
WL-03183960 Labor Open 0.75 $89.25 Apr 13, 3:15 PM
WL-03184021 Labor Open 2 $238.00 Apr 13, 3:36 PM
WL-03184103 Labor Open 0.5 $0.00 Apr 13, 4:44 PM

Details