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Detailed work order timeline, KPIs, and analysis

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WO-01317196 ↗ ServiceMax

HCA Urgent Care • Inspection • PSM

📍 CareNow - Gates of Prosper — 781 S Preston Rd, Prosper TX, 75078

Nov 25, 2025 → Jan 7, 2026

✅ Completed
PSM Last business day of November 2025
Target: Nov 28, 2025
🕐 Clock stopped: Completed (Jan 7)
✗ SLA Missed (40d late)
Dispatch 0.0d
Coordinators 32.6d
Field Work 1.0d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
32.6 days
Over SLA
Field Work
1.0 days
Billing
0.0 days
Created: Nov 25, 2025 Due: Jan 30, 2026 Completed: Jan 7, 2026 (23 days early)
📅
31.6 days Total Age
⏱️
23.0d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
31.3d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00546582
eBiotrack - Automated New Inspection Created
Closed
Annual Equipment Electrical Safety Test And Calibration Service Equipment: 35 https://www.ebiotrack.com/inspection.php?iid=31443 If more than 2 hours of travel for repairs or misc inspections, please contact the customer for approval. Travel is included on annual inspections. 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. DO NOT PUT REPAIRS ON INSPECTIONS. Inspections and repairs are to be billed separately.
Priority
High
Origin
Email
Reason
New Case
Contact
Ashleigh Caudill
Owner
Shelby Robinson
Created
Nov 25, 2025
Work Orders from this Case (1)
WO-01317196 (current) Invoiced
Inspection • Zachary Stieben
Created: Nov 25, 2025 • Closed: Jan 7, 2026
Completed with significant delays
Invoiced • 170 days old
🚨
Primary Delay 23.0 days stuck in "Scheduled"
⏱️
Total Delay 31.3 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
Assigned
9.6d / 0.5d SLA
Scheduled
23.0d / 2.0d SLA
Tech On Site
0.3d / 1.0d SLA
Completed
0.8d / 1.0d SLA
Closed
2.2d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/8 KKelch scheduled per logged email from Shirley

12/8 KKelch sent Shirley an email for scheduling

12/1 KKelch called Shirley to schedule for 1/7 between 9 and 11 am. Left VM, sent email. 

11/25/2025 SRobinson- Received call that Ashleigh is no longer the manager at this clinic, Shirley Reed wil now be the POC. Updated contact and advisedd account manager. Shirley Reed-Liggins- 469-371-9399 - shirley.reedliggins@hcahealthcare.com-

🔧 Work Performed
Inspected 31 pieces of equipment. Completed EBT inspection report.
🔍 Technician Findings
1/7/2026 Zachary Stieben arrived on site. Found 31 pieces of equipment to be inspected.
⚠️ Problem Description
Annual Equipment Electrical Safety Test And Calibration Service Equipment: 35 https://www.ebiotrack.com/inspection.php?iid=31443 If more than 2 hours of travel for repairs or misc inspections, please contact the customer for approval. Travel is included on annual inspections. 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. DO NOT PUT REPAIRS ON INSPECTIONS. Inspections and repairs are to be billed separately.

Timeline

📞
Case Linked Nov 25, 6:00 AM
Case Number: 00546582
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
2 Work Order Created Nov 25, 1:58 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Shelby Robinson
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
2 Technician Assigned Nov 25, 2:06 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 7m
🚨 10.0 business days
🗓️
2 Status: Scheduled Dec 8, 10:38 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-01-07T15:00:00.000+0000
🚨 23.0 business days
🔧
Status: Tech On Site by Zachary Stieben Jan 7, 8:52 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 29d 22h
✔️
Status: Completed by Zachary Stieben Jan 7, 11:02 AM
From: Tech On Site
To: Completed
Duration in Previous: 2h 9m
🚗
3 Travel Added Jan 7, 5:12 PM
Travel Added → 2x Labor Added → Status: Closed
⏱️
2x Labor Added
Type: Labor
Status: Open
Qty: 0.83333333333333, 2.1666666666667
🏁
Status: Closed by Zachary Stieben
From: Completed
To: Closed
Duration in Previous: 6h 13m
2.8 business days
📄
2 Status: Ready to Bill Jan 9, 12:55 PM
Status: Ready to Bill → Status: Invoice Pending
📨
Status: Invoice Pending by Diane Patton
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 1m, 0m
🧾
Invoice Created Jan 9, 7:32 PM
Invoice Number: SM-250908

Bottlenecks

Assigned
Duration: 9.6 business days (threshold: 4.0 business hours)
Exceeded by 9.1 business days
Scheduled
Duration: 23.0 business days (threshold: 2.0 business days)
Exceeded by 21.0 business days
Closed
Duration: 2.2 business days (threshold: 1.0 business days)
Exceeded by 1.2 business days

🔗 Related Artifacts

📞
Case 00546582
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Zachary Stieben
Scheduled
Jan 7, 10:00 AM
Created
Nov 25, 1:58 PM
Invoice #
SM-250908

Work Details (3)

Name Type Status Qty Amount Date
WL-03056655 Travel Open 34 - Jan 7, 5:12 PM
WL-03056659 Labor Open 0.83333333333333 $0.00 Jan 7, 5:14 PM
WL-03056660 Labor Open 2.1666666666667 $855.00 Jan 7, 5:14 PM

Details