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WO-01316472 ↗ ServiceMax

TEXAS HEALTH & HUMAN SERVICES COMMISSION • Repair • P3

📍 San Antonio State Supported Living Center — 6711 S. New Braunfels, STE 500, San Antonio TX, 78223

Nov 20, 2025 → Feb 14, 2026

✅ Completed
P3 3 business days from creation
Target: Nov 25, 2025
🕐 Clock stopped: Completed (Feb 12)
⏸ 45d excluded (parts wait + holding)
✗ SLA Missed (33d late)
Dispatch 1.1d
Material Management 35.0d
Coordinators 14.9d
Field Work 11.0d
Incomplete 5.2d (excluded)
Billing 0.0d
✗ SLA Missed
Dispatch
1.1 days
Over SLA
Material Management
35.0 days
Over SLA
Coordinators
14.9 days
Over SLA
Field Work
11.0 days
Over SLA
Incomplete (excluded from total)
5.2 days
Billing
0.0 days
Created: Nov 20, 2025 Due: Feb 10, 2026 Completed: Feb 14, 2026 (3 days late)
📅
62.0 days Total Age
⏱️
18.0d in Awaiting Parts Longest Stage
🔄
17 transitions Status Changes
⚠️
45.7d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
2 visits On-Site Trips
📋
Coordinator Scheduling
🔄
2 On-Site Visits (3 reschedules)
2 on-site visits — follow-up trip required
Visit 1 Nov 25, 2025
Visit 2 Feb 11, 2026

AI Analysis

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Originating Case

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🎫
Case #00545136
HCP L2 Review
Closed
Patient Name: Robert Boyle Building: 674 Room Number: 119 The bed rail won’t go up on one side. Check both sides of bed rails Patient Name: Troy Potter Building: 674 Room Number: 123 The bed rail won’t go up on one side. Check both sides of bed rails Patient Name: Wendy Stott Building: 674 Room Number: 104 The bed rail won’t go up on one side. Check both sides of bed rails
Priority
Standard
Origin
Email
Reason
New Case
Contact
LaTrenda King
Owner
Sherry Reich
Created
Nov 19, 2025
Work Orders from this Case (3)
WO-01316471 Invoiced
Repair • Chane Lacy
Created: Nov 20, 2025 • Closed: Feb 14, 2026
WO-01316472 (current) Invoiced
Repair • Chane Lacy
Created: Nov 20, 2025 • Closed: Feb 14, 2026
WO-01316473 Invoiced
Repair • Chane Lacy
Created: Nov 20, 2025 • Closed: Feb 14, 2026
Completed with significant delays
Invoiced • 175 days old
🚨
Primary Delay 18.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 45.7 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
Assigned
0.0d / 0.5d SLA
Completed
11.0d / 1.0d SLA
Incomplete
5.2d
L2 Screening
1.1d / 1.0d SLA
Awaiting Parts
35.0d / 3.0d SLA
Reschedule
3.7d / 2.0d SLA
Scheduled
11.1d / 2.0d SLA
Closed
3.0d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

Travel for both trips is billed on WO 1316471

2/11 CLacy- Parts order needs canceled

2/7/26 RBerry- Updated due date based on parts. Parts delivered on 2/4/26 but WO was not released to ASC until 2/5/26. updated delay code.


2/6 KKelch sent TEAMS message to pod chat to confirm that Chane can perform these repairs due to not having bed or HCP skillset. Approved by CDempsey that he can.

2/5 KKelch called LaTrenda to schedule for 2/11 between 9 and 11 am. Customer confirmed. Call logged on WO-01316472

1/13/26 CLacy Arrived onsite and checked warehouse for parts. Looked with receiving and the parts can not be located. Re-order and reschedule is needed. 

1/8 KKelch called LaTrenda to schedule for 1/13 between 12 and 2 pm. CUstomer confirmed. Call logged on WO-01316471

1/6 KKelch- per FSE, LaTrenda was not in office at time of service so we will need to reschedule as she keeps the parts in her office

1/5 KKelch called LaTrenda to schedule for 1/6 between 11 and 12 pm. Customer confirmed. Call logged on WO-01316471

12/9/25 lcoonrod

new qoute Q-00031485 from case 00548386. sending to :2


12/3 KWeiss, Created case and sent to sales for quoting.

11/25 CLacy- i need to get part information from the manufacture. I also need a new model added to the list

11/20 KKelch called LaTrenda to schedule for 11/25 between 10 and 12 pm. Customer confirmed. Call logged on WO-01316471

🔧 Work Performed
11/25 CLacy- Inspected unit SN1000399739 and found the Side rail mounting brackets are bent to where they slide and the side rail binds. New side rail mounting brackets are needed for this repair. I have adjusted the brackets to the best of my ability and the side rail works for now. Parts needed to complete the repair 2/11 CLacy- Removed and replaced side rail mounting parts one Patient left and right side of the bed. Functional testing passed. This unit is ready to return to service
🔍 Technician Findings
PR side rail will not lower
⚠️ Problem Description
Patient Name: Troy Potter Building: 674 Room Number: 123 The bed rail won’t go up on one side. Check both sides of bed rails https://www.ebiotrack.com/workorder.php?wo=69842
📄 Description
Adjustable height bed

Timeline

📞
Case Linked Nov 19, 8:54 AM
Case Number: 00545136
Subject: HCP L2 Review
Status: Closed
⏳ 2.0 business days
📋
▶
2 Work Order Created Nov 20, 9:22 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
4 Technician Assigned Nov 20, 9:40 AM
Technician Assigned → Status: Assigned → Status: Scheduled → Dispatch Scheduled
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 17m
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Assigned
To: Scheduled
Duration in Previous: 2m
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-11-25T16:00:00.000+0000
⏳ 4.0 business days
⏱️
Labor Added Nov 25, 10:09 PM
Type: Labor
Status: Open
Qty: 0.5
⚠️ 5.2 business days
⚠️
Status: Incomplete by Chane Lacy Dec 2, 5:37 PM
From: Completed, Scheduled
To: Incomplete, Completed
Duration in Previous: 12d 7h, 0m
⚠️ 5.8 business days
🔍
Status: L2 Screening by Leona Coonrod Dec 9, 1:17 PM
From: Incomplete
To: L2 Screening
Duration in Previous: 6d 19h
📦
▶
2 Parts Requested Dec 9, 9:59 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Keith Weiss
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 8h 42m
🚨 18.3 business days
🔩
▶
2 2x Parts Added Jan 2, 6:08 PM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Amy Greene
From: Awaiting Parts
To: Reschedule
Duration in Previous: 23d 20h
⏳ 1.7 business days
🗓️
▶
2 Status: Scheduled Jan 5, 9:25 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-01-06T17:00:00.000+0000
⏳ 2.0 business days
🔄
Status: Reschedule by Kaitlyn Kelch Jan 6, 2:45 PM
From: Scheduled
To: Reschedule
Duration in Previous: 1d 5h
⏳ 3.0 business days
🗓️
▶
2 Status: Scheduled Jan 8, 10:00 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-01-13T18:00:00.000+0000
⏳ 4.0 business days
📦
▶
2 Parts Requested Jan 13, 8:23 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Chane Lacy
From: Scheduled
To: Awaiting Parts
Duration in Previous: 5d 10h
🚨 17.5 business days
🔩
▶
2 2x Parts Added Feb 5, 1:19 PM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by MELISSA BARRETT
From: Awaiting Parts
To: Reschedule
Duration in Previous: 22d 16h
🗓️
▶
2 Status: Scheduled Feb 5, 2:08 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-02-11T15:00:00.000+0000
⚠️ 5.0 business days
⏱️
▶
2 Labor Added Feb 11, 9:30 PM
Labor Added → Status: Completed
✔️
Status: Completed by Chane Lacy
From: Scheduled
To: Completed
Duration in Previous: 6d 7h
⏳ 2.3 business days
🏁
Status: Closed by Chane Lacy Feb 14, 3:27 PM
From: Completed
To: Closed
Duration in Previous: 2d 17h
⏳ 3.0 business days
📄
▶
3 Status: Ready to Bill Feb 18, 12:54 PM
Status: Ready to Bill → Status: Invoice Pending → Invoice Created
📨
Status: Invoice Pending by Diane Patton
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 2m, 0m
🧾
Invoice Created
Invoice Number: SM-254281

Bottlenecks

Completed
Duration: 9.0 business days (threshold: 1.0 business days)
Exceeded by 8.0 business days
L2 Screening
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 0.7 business hours
Awaiting Parts
Duration: 18.0 business days (threshold: 3.0 business days)
Exceeded by 15.0 business days
Reschedule
Duration: 2.5 business days (threshold: 2.0 business days)
Exceeded by 4.2 business hours
Scheduled
Duration: 4.2 business days (threshold: 2.0 business days)
Exceeded by 2.2 business days
Awaiting Parts
Duration: 17.0 business days (threshold: 3.0 business days)
Exceeded by 14.0 business days
Scheduled
Duration: 4.9 business days (threshold: 2.0 business days)
Exceeded by 2.9 business days
Completed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00545136
Closed
📦
Parts Order 00086537
Canceled
📦
Parts Order 00088215
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Repair
Branch
N/A
Technician
Chane Lacy
Scheduled
Feb 11, 10:00 AM
Created
Nov 20, 9:22 AM
Invoice #
SM-254281

Work Details (6)

Name Type Status Qty Amount Date
WL-03020408 Labor Open 0.5 $72.50 Nov 25, 10:09 PM
WL-03052750 Parts Open 1 $0.00 Jan 2, 6:08 PM
WL-03052751 Expenses Open 1 $0.00 Jan 2, 6:08 PM
WL-03093140 Parts Open 1 $117.45 Feb 5, 1:19 PM
WL-03093141 Expenses Open 1 $14.45 Feb 5, 1:19 PM
WL-03102194 Labor Open 1 $145.00 Feb 11, 9:30 PM

Details