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WO-01316695 ↗ ServiceMax

Walgreens • Misc. Inspection • P5

📍 Walgreens Store 03735 — 1919 W Gray St, Houston TX, 77019

Nov 21, 2025 → Dec 2, 2025

✅ Completed
P5 5 business days from creation
Target: Nov 28, 2025
🕐 Clock stopped: Tech Off Site (Dec 2)
✗ SLA Missed (4d late)
Dispatch 0.0d
Coordinators 7.9d
Field Work 1.1d
Billing 11.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
7.9 days
Over SLA
Field Work
1.1 days
Billing
11.0 days
Over SLA
Created: Nov 21, 2025 Due: Dec 2, 2025 Completed: Dec 3, 2025 (on time)
📅
7.9 days Total Age
⏱️
11.0d in Ready to Bill Longest Stage
🔄
9 transitions Status Changes
⚠️
17.8d 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 #00545915
eBiotrack - New Inspection Created
Closed
Miscellaneous Equipment Inspection Houston did not have all their equipment calibrated. Houston's site the centrifuge's calibration has lapsed. https://www.ebiotrack.com/inspection.php?iid=31365
Priority
Standard
Origin
Email
Reason
New Case
Contact
Leo Leonardo
Owner
Sherry Reich
Created
Nov 21, 2025
Work Orders from this Case (1)
WO-01316695 (current) Invoiced
Misc. Inspection • Arturo Diaz
Created: Nov 21, 2025 • Closed: Dec 2, 2025
Completed with significant delays
Invoiced • 174 days old
🚨
Primary Delay 11.0 days stuck in "Ready to Bill"
⏱️
Total Delay 17.8 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
Scheduled
7.8d / 2.0d SLA
Tech On Site
1.0d / 1.0d SLA
Tech Off Site
0.0d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Billing Review
0.0d / 2.0d SLA
Ready to Bill
11.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/21 KKelch scheduled per logged email from Obi

11/21/25 SReich - Originated from an email on case 00545877.

🔧 Work Performed
- Arrived onsite to perform miscellaneous inspection on equipment (centrifuge) that was mistakenly thought to have been missed on initial inspection but it was not missed and this was confirmed by on-site staff. - Customer (Sonia Pizarro) requested full inspection on all equipment. - performed full inspection on all equipment as would do for annual inspection - debriefed on-site staff of findings, and work performed
🔍 Technician Findings
Normal equipment conditions
⚠️ Problem Description
Miscellaneous Equipment Inspection Houston did not have all their equipment calibrated. Houston's site the centrifuge's calibration has lapsed. https://www.ebiotrack.com/inspection.php?iid=31365

Timeline

📞
▶
2 Case Linked Nov 21, 12:05 PM
Case Linked → Work Order Created
📋
Work Order Created
Work Order: WO-01316695
Type: Misc. Inspection
Priority: P5
📅
Status: Ready for Scheduling by Sherry Reich Nov 21, 12:10 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 1m
👷
▶
3 Status: Assigned Nov 21, 12:23 PM
Status: Assigned → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kaitlyn Kelch
Technician: Arturo Diaz
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-12-02T15:00:00.000+0000
⚠️ 8.0 business days
🔧
Status: Tech On Site by Arturo Diaz Dec 2, 9:44 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 10d 21h
⏱️
3x Labor Added Dec 2, 9:54 AM
Type: Labor, Travel
Status: Open
Qty: 1, 30
⏱️
2x Labor Added Dec 2, 11:25 AM
Type: Labor
Status: Open
Qty: 2, 1
🚗
Status: Tech Off Site by Arturo Diaz Dec 2, 6:43 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 8h 59m
✔️
Status: Completed by Arturo Diaz Dec 2, 7:01 PM
From: Tech Off Site
To: Completed
Duration in Previous: 17m
🏁
Status: Closed by Arturo Diaz Dec 2, 7:10 PM
From: Completed
To: Closed
Duration in Previous: 8m
⏳ 3.6 business days
💵
▶
2 Status: Billing Review Dec 5, 10:27 AM
Status: Billing Review → Status: Ready to Bill
📄
Status: Ready to Bill by Diane Patton
From: Billing Review
To: Ready to Bill
Duration in Previous: 1m
🚨 11.0 business days
📨
▶
2 Status: Invoice Pending Dec 19, 10:36 AM
Status: Invoice Pending → Invoice Created
🧾
Invoice Created
Invoice Number: SM-249599

Bottlenecks

Scheduled
Duration: 7.8 business days (threshold: 2.0 business days)
Exceeded by 5.8 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Ready to Bill
Duration: 11.0 business days (threshold: 1.0 business days)
Exceeded by 10.0 business days

🔗 Related Artifacts

📞
Case 00545915
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P5
Type
Misc. Inspection
Branch
N/A
Technician
Arturo Diaz
Scheduled
Dec 2, 10:00 AM
Created
Nov 21, 12:09 PM
Invoice #
SM-249599

Work Details (5)

Name Type Status Qty Amount Date
WL-03023405 Labor Open 1 $0.00 Dec 2, 9:54 AM
WL-03023406 Travel Open 30 - Dec 2, 9:54 AM
WL-03023407 Travel Open 30 - Dec 2, 9:54 AM
WL-03023491 Labor Open 2 $1,581.00 Dec 2, 11:25 AM
WL-03023492 Labor Open 1 $0.00 Dec 2, 11:25 AM

Details