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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01324752 ↗ ServiceMax

HCA Urgent Care • Inspection • PSM

📍 CareNow - Regency Square, Richmond #22680 — 1380 N Parham Rd, Richmond VA, 23229

Dec 10, 2025 → Feb 12, 2026

✅ Completed
PSM Last business day of December 2025
Target: Dec 31, 2025
🕐 Clock stopped: Completed (Feb 12)
✗ SLA Missed (43d late)
Dispatch 0.0d
Coordinators 49.1d
Field Work 1.8d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
49.1 days
Over SLA
Field Work
1.8 days
Over SLA
Created: Dec 10, 2025 Due: Feb 27, 2026 Completed: Feb 13, 2026 (14 days early)
📅
47.5 days Total Age
⏱️
35.5d in Assigned Longest Stage
🔄
9 transitions Status Changes
⚠️
45.9d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
9 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 Michael Harris — scheduling delays attributed to technician, not coordinators
Visit 1 Feb 11, 2026
Visit 2 Feb 12, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00550436
eBiotrack - Automated New Inspection Created
Closed
Annual Equipment Electrical Safety Test And Calibration Service 67 pieces https://www.ebiotrack.com/inspection.php?iid=31880
Priority
High
Origin
Email
Reason
New Case
Contact
David Smith
Owner
Sherry Reich
Created
Dec 10, 2025
Work Orders from this Case (1)
WO-01324752 (current) Invoiced
Inspection • Michael Harris
Created: Dec 10, 2025 • Closed: Feb 12, 2026
Completed with significant delays
Invoiced • 155 days old
🚨
Primary Delay 35.5 days stuck in "Assigned"
⏱️
Total Delay 45.9 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
1.9d / 1.0d SLA
Assigned
35.5d / 0.5d SLA
Scheduled
11.7d / 2.0d SLA
Tech On Site
0.5d / 1.0d SLA
Completed
1.2d / 1.0d SLA
Closed
3.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/6 MOwens Sent email to Tiffany that the visit is now scheduled for 2/12.

1/30 MOwens Sent email to Tiffany to reschedule the visit for 2/12 instead of 2/9 because of a scheduling conflict.

1/29 MOwens Replied back confirming the schedule date for Tues. 2/10 with arrival around 10am.

1/28 MOwens Tiffany replied back that any day works and send her a confirmation email with the schedule date.

1/28 MOwens Replied back to Tiffany Roach asking if she has a day in Feb. she wants to schedule the inspection for.

🔧 Work Performed
58 pieces of equipment were inspected.
🔍 Technician Findings
Annual Equipment Electrical Safety Test And Calibration Service needed
⚠️ Problem Description
Annual Equipment Electrical Safety Test And Calibration Service 67 pieces https://www.ebiotrack.com/inspection.php?iid=31880

Timeline

📞
Case Linked Dec 10, 6:00 AM
Case Number: 00550436
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Dec 10, 11:44 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 1m
⏳ 2.0 business days
👷
▶
2 Technician Assigned Dec 11, 2:46 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1d 3h
🚨 36.0 business days
🗓️
▶
2 Status: Scheduled Jan 29, 9:09 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2026-02-10T15:00:00.000+0000
⏳ 2.0 business days
📅
Dispatch Scheduled by Melissa Owens Jan 30, 12:32 PM
Scheduled For: 2026-02-12T15:00:00.000+0000
⚠️ 6.0 business days
🆕
▶
4 Status: Entered Feb 6, 1:24 PM
Status: Entered → Status: Scheduled → Technician Assigned → Dispatch Scheduled
🗓️
Status: Scheduled by Melissa Owens
From: Ready for Scheduling
To: Scheduled
Duration in Previous: 0m
👷
Technician Assigned by Melissa Owens
Technician: Michael Harris
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2026-02-11T14:00:00.000+0000
💵
▶
2 2x Expenses Added Feb 6, 1:31 PM
2x Expenses Added → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2026-02-12T14:00:00.000+0000
⏳ 3.0 business days
💵
Expenses Added Feb 10, 9:20 AM
Type: Expenses
Status: Open
Qty: 1
⏳ 3.0 business days
🔧
Status: Tech On Site by Michael Harris Feb 12, 9:22 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 19h
✔️
Status: Completed by Michael Harris Feb 12, 1:43 PM
From: Tech On Site
To: Completed
Duration in Previous: 4h 21m
⏱️
▶
2 3x Labor Added Feb 12, 11:25 PM
3x Labor Added → 3x Travel Added
🚗
3x Travel Added
Type: Travel, Expenses
Status: Open
Qty: 187, 31
🏁
Status: Closed by Michael Harris Feb 12, 11:31 PM
From: Completed
To: Closed
Duration in Previous: 9h 47m
⏳ 3.1 business days
📄
Status: Ready to Bill by Diane Patton Feb 17, 10:38 AM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 4d 11h, 0m
⏳ 2.9 business days
🧾
Invoice Created Feb 19, 7:27 AM
Invoice Number: SM-254173

Bottlenecks

Ready for Scheduling
Duration: 1.9 business days (threshold: 1.0 business days)
Exceeded by 7.2 business hours
Assigned
Duration: 35.5 business days (threshold: 4.0 business hours)
Exceeded by 35.0 business days
Scheduled
Duration: 7.0 business days (threshold: 2.0 business days)
Exceeded by 5.0 business days
Scheduled
Duration: 4.7 business days (threshold: 2.0 business days)
Exceeded by 2.7 business days
Completed
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.8 business hours
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00550436
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Michael Harris
Scheduled
Feb 12, 9:00 AM
Created
Dec 10, 11:44 AM
Invoice #
SM-254173

Work Details (9)

Name Type Status Qty Amount Date
WL-03095368 Expenses Open 1 $0.00 Feb 6, 1:31 PM
WL-03095369 Expenses Open 1 $0.00 Feb 6, 1:31 PM
WL-03098866 Expenses Open 1 $0.00 Feb 10, 9:20 AM
WL-03104359 Labor Open 4.85 $1,164.40 Feb 12, 11:25 PM
WL-03104357 Labor Open 3.2333333333333 $0.00 Feb 12, 11:25 PM
WL-03104358 Labor Open 0.25 $0.00 Feb 12, 11:25 PM
WL-03104361 Travel Open 187 - Feb 12, 11:27 PM
WL-03104362 Travel Open 31 - Feb 12, 11:27 PM
WL-03104363 Expenses Open 1 $0.00 Feb 12, 11:27 PM

Details