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WO-01324030 ↗ ServiceMax

VillageMD • Calibration • PSM

📍 VM Memorial Village - (TX25-S50001) — 9055 Katy FWY Suites, 100, 200, 304, 306 & 316, Houston TX, 77024

Dec 5, 2025 → Dec 17, 2025

✅ Completed
PSM Last business day of December 2025
Target: Dec 31, 2025
🕐 Clock stopped: Tech Off Site (Dec 17)
✓ SLA Met (13d early)
Dispatch 0.0d
Coordinators 10.2d
Field Work 1.4d
Billing 0.2d
✓ SLA Met
Dispatch
0.0 days
Coordinators
10.2 days
Over SLA
Field Work
1.4 days
Billing
0.2 days
Created: Dec 5, 2025 Due: Jan 7, 2026 Completed: Dec 17, 2025 (21 days early)
📅
9.0 days Total Age
⏱️
5.2d in Scheduled Longest Stage
🔄
12 transitions Status Changes
⚠️
7.7d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
10 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
👤 Self-scheduled by Arturo Diaz — scheduling delays attributed to technician, not coordinators
Visit 1 Dec 10, 2025
Visit 2 Dec 17, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00549234
VM Memorial Village - (TX25-S50001)
Closed
Miscellaneous Calibration Wall boards for BP unit, 15 exam rooms, all need calibrated CUSTOMER WOULD LIKE THESE DONE AS SOON AS POSSIBLE, THEY ARE HAVING TO MANUALLY TAKE BPs. https://www.ebiotrack.com/inspection.php?iid=31743
Priority
Critical
Origin
Phone
Reason
New Case
Contact
Chris Hunckler
Owner
Sherry Reich
Created
Dec 5, 2025
Work Orders from this Case (1)
WO-01324030 (current) Invoiced
Calibration • Arturo Diaz
Created: Dec 5, 2025 • Closed: Dec 17, 2025
Completed with minor delays
Invoiced • 160 days old
🚨
Primary Delay 5.2 days stuck in "Scheduled"
⏱️
Total Delay 7.7 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
0.1d / 1.0d SLA
Assigned
1.9d / 0.5d SLA
Scheduled
8.2d / 2.0d SLA
Tech On Site
1.4d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
3.0d / 1.0d SLA
WO Correction Needed
0.2d
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/8 KKelch Chris called me back to schedule for 12/10 between 11:30 and 12:30 pm. Customer confirmed. 

12/5 KKelch called Chris to schedule for 12/8 between 9 and 11 am. Left VM.

🔧 Work Performed
12/10: Performed miscellaneous inspection on newly received wallmounted bp spot monitors from other locations 12/17: Performed miscellaneous inspection on newly received wallmounted bp spot monitors from other locations
🔍 Technician Findings
Normal equipment conditions
⚠️ Problem Description
Miscellaneous Calibration Wall boards for BP unit, 15 exam rooms, all need calibrated CUSTOMER WOULD LIKE THESE DONE AS SOON AS POSSIBLE, THEY ARE HAVING TO MANUALLY TAKE BPs. https://www.ebiotrack.com/inspection.php?iid=31743

Timeline

📞
Case Linked Dec 5, 11:00 AM
Case Number: 00549234
Subject: VM Memorial Village - (TX25-S50001)
Status: Closed
📋
Work Order Created Dec 5, 11:10 AM
Work Order: WO-01324030
Type: Calibration
Priority: PSM
📅
Status: Ready for Scheduling by Sherry Reich Dec 5, 11:16 AM
From: Entered
To: Ready for Scheduling
Duration in Previous: 5m
👷
▶
2 Technician Assigned Dec 5, 11:44 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 27m
⏳ 2.0 business days
🗓️
▶
2 Status: Scheduled Dec 8, 9:38 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-12-10T17:30:00.000+0000
⏳ 3.0 business days
🔧
▶
2 Status: Tech On Site Dec 10, 2:03 PM
Status: Tech On Site → 3x Labor Added
⏱️
3x Labor Added
Type: Labor, Travel
Status: Open
Qty: 0.5, 10
📅
▶
2 Dispatch Scheduled Dec 10, 5:07 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Tech On Site
To: Scheduled
Duration in Previous: 3h 3m
⏱️
Labor Added Dec 10, 6:15 PM
Type: Labor
Status: Open
Qty: 4.5
⏱️
Labor Added Dec 10, 7:44 PM
Type: Labor
Status: Open
Qty: 1
⚠️ 5.5 business days
🔧
▶
2 Status: Tech On Site Dec 17, 9:53 AM
Status: Tech On Site → 3x Labor Added
⏱️
3x Labor Added
Type: Labor, Travel
Status: Open
Qty: 1.5, 10
⏱️
▶
2 2x Labor Added Dec 17, 6:35 PM
2x Labor Added → Status: Tech Off Site
🚗
Status: Tech Off Site by Arturo Diaz
From: Tech On Site, Tech Off Site
To: Tech Off Site, Completed
Duration in Previous: 8h 44m, 0m
🏁
Status: Closed by Arturo Diaz Dec 17, 6:46 PM
From: Completed
To: Closed
Duration in Previous: 7m
⏳ 3.7 business days
✏️
Status: WO Correction Needed by Diane Patton Dec 22, 10:18 AM
From: Closed
To: WO Correction Needed
Duration in Previous: 4d 15h
🏁
Status: Closed by Arturo Diaz Dec 22, 11:38 AM
From: WO Correction Needed
To: Closed
Duration in Previous: 1h 19m
📄
▶
3 Status: Ready to Bill Dec 22, 11:47 AM
Status: Ready to Bill → Invoice Created → Status: Invoiced
🧾
Invoice Created
Invoice Number: SM-249731
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m

Bottlenecks

Assigned
Duration: 1.9 business days (threshold: 4.0 business hours)
Exceeded by 1.4 business days
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Scheduled
Duration: 5.2 business days (threshold: 2.0 business days)
Exceeded by 3.2 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00549234
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Calibration
Branch
Edge
Technician
Arturo Diaz
Scheduled
Dec 17, 10:00 AM
Created
Dec 5, 11:10 AM
Invoice #
SM-249731

Work Details (10)

Name Type Status Qty Amount Date
WL-03032999 Labor Open 0.5 $0.00 Dec 10, 2:05 PM
WL-03033000 Travel Open 10 - Dec 10, 2:05 PM
WL-03033001 Travel Open 10 - Dec 10, 2:05 PM
WL-03033413 Labor Open 4.5 $546.21 Dec 10, 6:15 PM
WL-03033470 Labor Open 1 $121.38 Dec 10, 7:44 PM
WL-03040415 Labor Open 1.5 $0.00 Dec 17, 9:55 AM
WL-03040416 Travel Open 10 - Dec 17, 9:55 AM
WL-03040417 Travel Open 10 - Dec 17, 9:55 AM
WL-03041199 Labor Open 7.5 $910.35 Dec 17, 6:35 PM
WL-03041200 Labor Open 1 $0.00 Dec 17, 6:35 PM

Details