Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01318864 ↗ ServiceMax

TEXAS HEALTH & HUMAN SERVICES COMMISSION • Repair • P3

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

Dec 4, 2025 → Mar 4, 2026

✅ Completed
P3 3 business days from creation
Target: Dec 9, 2025
🕐 Clock stopped: Completed (Mar 4)
⏸ 22d excluded (parts wait + holding)
✗ SLA Missed (63d late)
Dispatch 0.0d
Material Management 16.0d
Coordinators 35.3d
Field Work 0.0d
Incomplete 20.0d (excluded)
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
16.0 days
Over SLA
Coordinators
35.3 days
Over SLA
Field Work
0.0 days
Incomplete (excluded from total)
20.0 days
Billing
0.0 days
Created: Dec 4, 2025 Due: Feb 13, 2026 Completed: Mar 4, 2026 (18 days late)
📅
64.2 days Total Age
⏱️
20.0d in Incomplete Longest Stage
🔄
18 transitions Status Changes
⚠️
36.8d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
11 lines Work Details
🚩
3 visits On-Site Trips
📋
Coordinator Scheduling
🚩
3 On-Site Visits (3 reschedules)
3 on-site visits — why were multiple trips needed?
Visit 1 Dec 11, 2025
Visit 2 Feb 5, 2026
Visit 3 Mar 4, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00548648
Work order
Closed
Patient Name: Cora Mae Sanders Building: Home 673 Room Number: 104 Brief Description Of Problem: Foot side of the bed is stuck while raised up.
Priority
Standard
Origin
Email
Reason
New Case
Contact
LaTrenda King
Owner
Shelby Robinson
Created
Dec 3, 2025
Work Orders from this Case (4)
WO-01318864 (current) Invoiced
Repair • Chane Lacy
Created: Dec 4, 2025 • Closed: Mar 4, 2026
WO-01318865 Invoiced
Repair • Anthony Wirth
Created: Dec 4, 2025 • Closed: Feb 5, 2026
WO-01318866 Invoiced
Repair • Anthony Wirth
Created: Dec 4, 2025 • Closed: Feb 5, 2026
WO-01318867 Invoiced
Repair • Anthony Wirth
Created: Dec 4, 2025 • Closed: Dec 11, 2025
Completed with significant delays
Invoiced • 161 days old
🚨
Primary Delay 20.0 days stuck in "Incomplete"
⏱️
Total Delay 36.8 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
1.2d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
26.1d / 2.0d SLA
Incomplete
20.0d
L2 Screening
0.0d / 1.0d SLA
Awaiting Parts
16.0d / 3.0d SLA
Reschedule
8.0d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
5.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/26 KKelch called LaTrenda to reschedule for 3/4 between 9 and 11 am due to tech calling out. Customer confirmed. Call logged on WO-01351609

2/18 KKelch called LaTrenda to schedule for 2/26 between 9 and 11 am. Customer confirmed. Call logged on WO-01351609

2/17 KKelch called LaTrenda to schedule for 2/26 between 9 and 11 am. Left VM. Call logged on WO-01351609

2/16/26 CDempsey- asking Chane about past scheduled.

2/13/26 CDempsey- Contacted Chane about past scheduled wo.

2/9 KKelch added to previously scheduled date and time

2/9/26 RBerry- Updated due date based on parts, Removed delay code.


2/2 KKelch called LaTrenda to schedule for 2/5 between 2:30 and 3:30 pm. Customer confirmed. Call logged on WO-01318864

1/8 KWeiss, Quote approved, moving to L2 Screening for part order.

12/16 KWeiss, Created case and sent to sales for quoting.

12/5 KKelch called LaTrenda to schedule for 12/12 between 9 and 11 am. Customer confirmed. Call logged on WO-01318867

🔧 Work Performed
Checked the unit and found that the unit control box is not functioning correctly, it will need to be replaced. the other motor is working correctly, expect for the foot end motor. it is missing and will need to be replaced. 2/5 Upon arriving on-site, I performed a systematic inspection of the unit and proceeded with the installation of the designated replacement parts. However, subsequent functional testing revealed that the system remained inoperable. Following a targeted diagnostic evaluation, I identified a defective junction box that was damaged "out of the box," preventing proper electrical continuity. A replacement junction box has been sourced and is required to restore the unit to full operational status. No travel charge for this trip 3/4 CLacy installed new junction box. Functional testing passed. This unit is ready to return to service
🔍 Technician Findings
Unit needs a new control box. Junction Box Invacare Semi-Electric Hospital Homecare Bed CB6644-10119 2020 Unit needs a new foot end motor. Invacare Homecare Bed Elevation Motor Assembly # 270388-01 2021
⚠️ Problem Description
Patient Name: Cora Mae Sanders Building: Home 673 Room Number: 104 Brief Description Of Problem: Foot side of the bed is stuck while raised up. https://www.ebiotrack.com/workorder.php?wo=70153

Timeline

📞
Case Linked Dec 3, 5:58 PM
Case Number: 00548648
Subject: Work order
Status: Closed
📋
▶
2 Work Order Created Dec 4, 5:42 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
👷
▶
4 Status: Assigned Dec 5, 9:10 AM
Status: Assigned → Technician Assigned → Dispatch Scheduled → Status: Scheduled
👷
Technician Assigned by Kaitlyn Kelch
Technician: Anthony Wirth
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-12-12T05:00:00.000+0000
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Assigned
To: Scheduled
Duration in Previous: 4m
📅
Dispatch Scheduled by Kaitlyn Kelch Dec 5, 9:23 AM
Scheduled For: 2025-12-12T15:00:00.000+0000
⏳ 3.0 business days
📅
Dispatch Scheduled by Kaitlyn Kelch Dec 9, 1:53 PM
Scheduled For: 2025-12-11T15:00:00.000+0000
⏳ 3.0 business days
⏱️
Labor Added Dec 11, 8:16 PM
Type: Labor
Status: Open
Qty: 1
✔️
Status: Completed by Anthony Wirth Dec 11, 8:36 PM
From: Scheduled, Completed
To: Completed, Incomplete
Duration in Previous: 6d 11h, 0m
🚨 20.4 business days
🔍
▶
3 Status: L2 Screening Jan 8, 9:40 AM
Status: L2 Screening → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00087850
Status: Closed
📦
Status: Awaiting Parts by Keith Weiss
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 2m
🚨 14.0 business days
🔩
▶
2 3x Parts Added Jan 27, 2:49 PM
3x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Audrey Tharp
From: Awaiting Parts
To: Reschedule
Duration in Previous: 19d 5h
⚠️ 5.0 business days
🗓️
▶
2 Status: Scheduled Feb 2, 9:00 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-02-05T20:30:00.000+0000
⏳ 4.0 business days
⏱️
▶
3 2x Labor Added Feb 5, 9:17 PM
2x Labor Added → Status: Completed → Parts Requested
✔️
Status: Completed by Anthony Wirth
From: Scheduled
To: Completed
Duration in Previous: 3d 12h
📦
Parts Requested
Order: 00089850
Status: Closed
📦
Status: Awaiting Parts by Anthony Wirth Feb 5, 9:23 PM
From: Completed
To: Awaiting Parts
Duration in Previous: 4m
⏳ 2.3 business days
🔩
▶
2 2x Parts Added Feb 9, 10:12 AM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by MELISSA BARRETT
From: Awaiting Parts
To: Reschedule
Duration in Previous: 3d 12h
🆕
▶
3 Status: Entered Feb 9, 2:20 PM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kaitlyn Kelch
Technician: Chane Lacy
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-02-11T15:00:00.000+0000
⚠️ 6.0 business days
🔄
Status: Reschedule by Kaitlyn Kelch Feb 16, 10:52 AM
From: Scheduled
To: Reschedule
Duration in Previous: 6d 20h
⏳ 3.0 business days
🗓️
▶
2 Status: Scheduled Feb 18, 9:12 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-02-26T15:00:00.000+0000
⚠️ 7.0 business days
📅
Dispatch Scheduled by Kaitlyn Kelch Feb 26, 9:08 AM
Scheduled For: 2026-03-04T15:00:00.000+0000
⚠️ 5.0 business days
⏱️
3x Labor Added Mar 4, 6:26 PM
Type: Labor, Travel
Status: Open
Qty: 4.5, 1, 229
✔️
Status: Completed by Chane Lacy Mar 4, 6:35 PM
From: Scheduled
To: Completed
Duration in Previous: 14d 9h
🏁
Status: Closed by Chane Lacy Mar 4, 6:41 PM
From: Completed
To: Closed
Duration in Previous: 5m
⚠️ 5.7 business days
📄
▶
3 Status: Ready to Bill Mar 11, 10:03 AM
Status: Ready to Bill → Invoice Created → Status: Invoiced
🧾
Invoice Created
Invoice Number: SM-256140
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m

Bottlenecks

Ready for Scheduling
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.3 business hours
Scheduled
Duration: 5.2 business days (threshold: 2.0 business days)
Exceeded by 3.2 business days
Awaiting Parts
Duration: 14.0 business days (threshold: 3.0 business days)
Exceeded by 11.0 business days
Reschedule
Duration: 4.5 business days (threshold: 2.0 business days)
Exceeded by 2.5 business days
Scheduled
Duration: 4.3 business days (threshold: 2.0 business days)
Exceeded by 2.3 business days
Scheduled
Duration: 5.6 business days (threshold: 2.0 business days)
Exceeded by 3.6 business days
Reschedule
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Scheduled
Duration: 11.0 business days (threshold: 2.0 business days)
Exceeded by 9.0 business days
Closed
Duration: 5.0 business days (threshold: 1.0 business days)
Exceeded by 4.0 business days

🔗 Related Artifacts

📞
Case 00548648
Closed
📦
Parts Order 00087850
Closed
📦
Parts Order 00089850
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Repair
Branch
N/A
Technician
Chane Lacy
Scheduled
Mar 4, 10:00 AM
Created
Dec 4, 5:42 PM
Invoice #
SM-256140

Work Details (11)

Name Type Status Qty Amount Date
WL-03035051 Labor Open 1 $145.00 Dec 11, 8:16 PM
WL-03080121 Parts Open 1 $0.00 Jan 27, 2:49 PM
WL-03080122 Parts Open 1 $363.15 Jan 27, 2:49 PM
WL-03080123 Expenses Open 1 $0.00 Jan 27, 2:49 PM
WL-03094353 Labor Open 1 $0.00 Feb 5, 9:17 PM
WL-03094354 Labor Open 1 $145.00 Feb 5, 9:17 PM
WL-03097482 Parts Open 1 $415.84 Feb 9, 10:12 AM
WL-03097483 Expenses Open 1 $29.13 Feb 9, 10:12 AM
WL-03130571 Labor Open 4.5 $65.00 Mar 4, 6:26 PM
WL-03130572 Labor Open 1 $145.00 Mar 4, 6:26 PM
WL-03130573 Travel Open 229 $0.00 Mar 4, 6:26 PM

Details