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← WO Overview

WO-01312286 ↗ ServiceMax

HCA Urgent Care • Inspection • PSM

📍 CareNow - Woodlands West #24959 — 10422 Research Forest Drive, Magnolia TX, 77354

Oct 31, 2025 → Feb 25, 2026

✅ Completed
PSM
SLA Clock
Last business day of October 2025 · Target: Oct 31, 2025
✗ SLA Missed (75 biz days late)
Active: 76 biz days
🕐 Clock stopped: Tech Off Site (Feb 25, 2026)
▶ Clock Running
Status: Created
Oct 31 → Oct 31, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Oct 31 → Oct 31, 2025
0 business days (counted)
Running total: 0 of ? biz days used
18d
▶ Clock Running
Status: Assigned
Oct 31 → Dec 1, 2025
18 business days (counted)
Running total: 18 of ? biz days used
▶ Clock Running
Status: Entered
Dec 1 → Dec 1, 2025
0 business days (counted)
Running total: 18 of ? biz days used
51d
▶ Clock Running
Status: On Hold
Dec 1 → Feb 16, 2026
51 business days (counted)
Running total: 69 of ? biz days used
▶ Clock Running
Status: Reschedule
Feb 16 → Feb 17, 2026
1 business day (counted)
Running total: 70 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 17 → Feb 17, 2026
0 business days (counted)
Running total: 70 of ? biz days used
▶ Clock Running
Status: Scheduled
Feb 17 → Feb 25, 2026
6 business days (counted)
Running total: 76 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 25 → Feb 25, 2026
0 business days (counted)
Running total: 76 of ? biz days used
Created: Oct 31, 2025 Tech Off Site: Feb 25, 2026
Show SLA Clock Detail (9 periods)
Period Status Clock Biz Days Running Total
Oct 31 → Oct 31 Created ▶ Running 0 0
Oct 31 → Oct 31 Ready for Scheduling ▶ Running 0 0
Oct 31 → Dec 1 Assigned ▶ Running 18 18
Dec 1 → Dec 1 Entered ▶ Running 0 18
Dec 1 → Feb 16 On Hold ▶ Running 51 69
Feb 16 → Feb 17 Reschedule ▶ Running 1 70
Feb 17 → Feb 17 Assigned ▶ Running 0 70
Feb 17 → Feb 25 Scheduled ▶ Running 6 76
Feb 25 → Feb 25 Tech On Site ▶ Running 0 76
Dispatch 0.0d
Holding 52.0d (excluded)
Coordinators 27.2d
Field Work 1.0d
✗ SLA Missed
Dispatch
0.0 days
Holding (excluded from total)
52.0 days
Coordinators
27.2 days
Over SLA
Field Work
1.0 days
Created: Oct 31, 2025 Due: Dec 31, 2025 Completed: Feb 25, 2026 (55 days late)
📅
77.0 days Total Age
⏱️
52.0d in On Hold Longest Stage
🔄
9 transitions Status Changes
⚠️
25.5d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00539874
eBiotrack - Automated New Inspection Created
Closed
Inspection: Annual Equipment Electrical Safety Test And Calibration Service Equipment: 54 https://www.ebiotrack.com/inspection.php?iid=30889 Inspection Flag: If more than 2 hours of travel for repairs or misc inspections, please contact the customer for approval. Travel is included on annual inspections. Inspection Flag: This site requires repairs over $1500 to be approved by Vickie Johnson. Please reach out to the account manager before moving forward with any repair over this amount so that they can have it approved first. Inspection Flag: DO NOT PUT REPAIRS ON INSPECTIONS. Inspections and repairs are to be billed separately.
Priority
High
Origin
Email
Reason
New Case
Contact
Shannon Williams
Owner
John Rolston
Created
Oct 31, 2025
Work Orders from this Case (1)
WO-01312286 (current) Invoiced
Inspection • Arturo Diaz
Created: Oct 31, 2025 • Closed: Feb 25, 2026
Completed with significant delays
Invoiced • 288 days old
🚨
Primary Delay 52.0 days stuck in "On Hold"
⏱️
Total Delay 25.5 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
18.9d / 0.5d SLA
On Hold
52.0d
Reschedule
1.0d / 2.0d SLA
Scheduled
7.0d / 2.0d SLA
Tech On Site
1.0d / 1.0d SLA
Tech Off Site
0.0d / 2.0d SLA
Closed
3.1d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/17 KKelch called Carissa to schedule for 2/25 between 9 and 11 am. Customer confirmed. Please make sure to inspect these items as they are commonly missed: room 8: light for the speculum, MA station has some nebulizers.

2/17 KKelch called Carissa back to schedule for 2/25 between 9 and 11 am. Advised to call 832-702-7699

12/1 KKelch placed on hold due to 3 failed attempts to schedule

11/17 KKelch sent Shannon an email for scheduling

11/10 KKelch sent Shannon an email for scheduling

11/3 KKelch called Shannon to schedule for 12/15 between 9 and 11 am. Left info.

🔧 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
🔍 Technician Findings
Normal equipment conditions
⚠️ Problem Description
Inspection: Annual Equipment Electrical Safety Test And Calibration Service Equipment: 54 https://www.ebiotrack.com/inspection.php?iid=30889 Inspection Flag: If more than 2 hours of travel for repairs or misc inspections, please contact the customer for approval. Travel is included on annual inspections. Inspection Flag: This site requires repairs over $1500 to be approved by Vickie Johnson. Please reach out to the account manager before moving forward with any repair over this amount so that they can have it approved first. Inspection Flag: DO NOT PUT REPAIRS ON INSPECTIONS. Inspections and repairs are to be billed separately.

Timeline

📞
Case Linked Oct 31, 7:00 AM
Case Number: 00539874
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
2 Work Order Created Oct 31, 10:34 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by John Rolston
From: Entered
To: Ready for Scheduling
Duration in Previous: 1m
👷
2 Technician Assigned Oct 31, 12:39 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2h 3m
🚨 19.0 business days
🆕
Status: Entered by Kaitlyn Kelch Dec 1, 10:50 AM
From: Assigned, Entered
To: Entered, On Hold
Duration in Previous: 30d 23h, 0m
🚨 52.0 business days
🔄
Status: Reschedule by Kaitlyn Kelch Feb 16, 12:25 PM
From: On Hold
To: Reschedule
Duration in Previous: 77d 1h
👷
3 Technician Assigned Feb 17, 9:51 AM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Kaitlyn Kelch
From: Reschedule, Assigned
To: Assigned, Scheduled
Duration in Previous: 21h 26m, 0m
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-02-25T15:00:00.000+0000
⚠️ 7.0 business days
⏱️
2 3x Labor Added Feb 25, 10:23 AM
3x Labor Added → Status: Tech On Site
🔧
Status: Tech On Site by Arturo Diaz
From: Scheduled
To: Tech On Site
Duration in Previous: 8d 0h
🚗
3 Status: Tech Off Site Feb 25, 6:11 PM
Status: Tech Off Site → 2x Labor Added → Status: Completed
⏱️
2x Labor Added
Type: Labor
Status: Open
Qty: 2.5, 1
✔️
Status: Completed by Arturo Diaz
From: Tech Off Site, Completed
To: Completed, Closed
Duration in Previous: 2m, 0m
3.7 business days
📄
2 Status: Ready to Bill Mar 2, 1:04 PM
Status: Ready to Bill → Invoice Created
🧾
Invoice Created
Invoice Number: SM-255343

Bottlenecks

Assigned
Duration: 18.9 business days (threshold: 4.0 business hours)
Exceeded by 18.4 business days
Scheduled
Duration: 7.0 business days (threshold: 2.0 business days)
Exceeded by 5.0 business days
Closed
Duration: 3.1 business days (threshold: 1.0 business days)
Exceeded by 2.1 business days

🔗 Related Artifacts

📞
Case 00539874
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Arturo Diaz
Scheduled
Feb 25, 10:00 AM
Created
Oct 31, 10:34 AM
Invoice #
SM-255343

Work Details (5)

Name Type Status Qty Amount Date
WL-03119199 Labor Open 2 $0.00 Feb 25, 10:23 AM
WL-03119200 Travel Open 50 - Feb 25, 10:23 AM
WL-03119201 Travel Open 50 - Feb 25, 10:23 AM
WL-03120032 Labor Open 2.5 $1,212.00 Feb 25, 6:12 PM
WL-03120033 Labor Open 1 $0.00 Feb 25, 6:12 PM

Details