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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01317649 ↗ ServiceMax

HCA Urgent Care • Inspection • PSM

📍 CareNow - MDNow Arlington (JAX FL Site #17832) — 7720 Merrill Rd, Jacksonville FL, 32277

Dec 1, 2025 → Feb 16, 2026

✅ Completed
PSM Last business day of December 2025
Target: Dec 31, 2025
🕐 Clock stopped: Completed (Feb 16)
✗ SLA Missed (47d late)
Dispatch 0.0d
Holding 35.0d (excluded)
Coordinators 22.4d
Field Work 0.7d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Holding (excluded from total)
35.0 days
Coordinators
22.4 days
Over SLA
Field Work
0.7 days
Billing
0.0 days
Created: Dec 1, 2025 Due: Jan 30, 2026 Completed: Feb 16, 2026 (16 days late)
📅
55.9 days Total Age
⏱️
35.0d in On Hold Longest Stage
🔄
8 transitions Status Changes
⚠️
21.7d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

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Originating Case

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🎫
Case #00547245
eBiotrack - Automated New Inspection Created
Closed
Annual Equipment Electrical Safety Test And Calibration Service Equipment: 40 https://www.ebiotrack.com/inspection.php?iid=31518 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
Tyra Aldridge
Owner
Shelby Robinson
Created
Nov 27, 2025
Work Orders from this Case (1)
WO-01317649 (current) Invoiced
Inspection • Anthony Wright
Created: Dec 1, 2025 • Closed: Feb 16, 2026
Completed with significant delays
Invoiced • 164 days old
🚨
Primary Delay 35.0 days stuck in "On Hold"
⏱️
Total Delay 21.7 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
11.9d / 1.0d SLA
On Hold
35.0d
Assigned
0.0d / 0.5d SLA
Scheduled
10.5d / 2.0d SLA
Tech On Site
0.7d / 1.0d SLA
Closed
3.3d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/2/26 AJinerson - Received call from Denise Polgano (new POC) to schedule tech visit for Monday, 2/16 with arrival between 10am-12pm. 

POC onsite: Denise Polgano

Updated POC: 

Denise Polgano

denise.polgano@hcahealthcare.com 

646-805-8605


**Scheduled past SLA due to WO being on hold due to customer non-responsive.**


12/16/2025 LHill-Placing the work order on hold and escalating to the account manager for contact confirmation. Attempting contact with 3 attempts with no response. 

 


12/16/2025 LHill-sent email to Tyra Aldridge at tyra.aldridge@hcahealthcare.com to confirm contact & equipment.


12/16/2025 LHill-Called 205-451-8393 for Tyra Aldridge to confirm contact & equipment. Was unable to get through to leave a message.


12/11/2025 LHill-Called 205-451-8393 for Tyra Aldridge to confirm contact & equipment. Was unable to get through to leave a message.


12/10/2025 LHill-sent email to Tyra Aldridge at tyra.aldridge@hcahealthcare.com to confirm contact & equipment.


12/10/2025 LHill-Called 205-451-8393 for Tyra Aldridge to confirm contact & equipment. Line was disconnected. Was unable to leave a message.


12/08/2025 LHill-sent email to Tyra Aldridge at tyra.aldridge@hcahealthcare.com to confirm contact & equipment.


12/08/2025 LHill-LM at 205-451-8393 for Tyra Aldridge to confirm contact & equipment.

🔧 Work Performed
2/16/26 AMW - Performed annual inspection on all medical equipment located. Total of 49 pieces of equipment inspected. ALL PASS. Notified POC of inspection findings and completion.
🔍 Technician Findings
2/16/26 AMW - Perform annual inspection on all medical equipment located. Notify POC of inspection findings and completion
⚠️ Problem Description
Annual Equipment Electrical Safety Test And Calibration Service Equipment: 40 https://www.ebiotrack.com/inspection.php?iid=31518 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 27, 6:01 AM
Case Number: 00547245
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
⏳ 3.0 business days
📋
▶
2 Work Order Created Dec 1, 11:34 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Shelby Robinson
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
🚨 12.0 business days
⏸️
Status: On Hold by Laura Hill Dec 16, 10:37 AM
From: Ready for Scheduling
To: On Hold
Duration in Previous: 14d 23h
🚨 35.0 business days
📅
▶
4 Status: Ready for Scheduling Feb 2, 3:18 PM
Status: Ready for Scheduling → Technician Assigned → Status: Scheduled → Dispatch Scheduled
👷
Technician Assigned by Abby Jinerson
Technician: Anthony Wright
🗓️
Status: Scheduled by Abby Jinerson
From: Assigned
To: Scheduled
Duration in Previous: 0m
📅
Dispatch Scheduled by Abby Jinerson
Scheduled For: 2026-02-16T15:00:00.000+0000
🚨 11.0 business days
🔧
Status: Tech On Site by Anthony Wright Feb 16, 10:46 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 13d 19h
⏱️
2x Labor Added Feb 16, 12:14 PM
Type: Labor, Travel
Status: Open
Qty: 3.5, 159
⏱️
2x Labor Added Feb 16, 1:21 PM
Type: Labor, Travel
Status: Open
Qty: 2.5, 159
⏱️
▶
2 Labor Added Feb 16, 4:11 PM
Labor Added → Status: Completed
✔️
Status: Completed by Anthony Wright
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 5h 26m, 0m
⏳ 4.0 business days
📄
▶
2 Status: Ready to Bill Feb 19, 10:03 AM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
⏳ 3.0 business days
🧾
Invoice Created Feb 23, 9:51 AM
Invoice Number: SM-254341

Bottlenecks

Ready for Scheduling
Duration: 11.9 business days (threshold: 1.0 business days)
Exceeded by 10.9 business days
Scheduled
Duration: 10.5 business days (threshold: 2.0 business days)
Exceeded by 8.5 business days
Closed
Duration: 3.3 business days (threshold: 1.0 business days)
Exceeded by 2.3 business days

🔗 Related Artifacts

📞
Case 00547245
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Anthony Wright
Scheduled
Feb 16, 10:00 AM
Created
Dec 1, 11:34 AM
Invoice #
SM-254341

Work Details (5)

Name Type Status Qty Amount Date
WL-03107107 Labor Open 3.5 $0.00 Feb 16, 12:14 PM
WL-03107108 Travel Open 159 - Feb 16, 12:14 PM
WL-03107252 Labor Open 2.5 $950.20 Feb 16, 1:21 PM
WL-03107253 Travel Open 159 - Feb 16, 1:21 PM
WL-03107545 Labor Open 2.5 $0.00 Feb 16, 4:11 PM

Details