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WO-01328333 ↗ ServiceMax

CenterWell (Humana) • Virtual Tech - Field Repair • P3

📍 Centerwell - Grand Prairie — 725 W Pioneer Parkway, Grand Prairie TX, 75051

Dec 30, 2025 → Mar 31, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Jan 5, 2026
✗ SLA Missed (55 biz days late)
Active: 58 biz days
Paused: 4 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Mar 31, 2026)
SLA Target
▶ Clock Running
Status: Created
Dec 30 → Dec 30, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Ready for Scheduling
Dec 30 → Dec 30, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Assigned
Dec 30 → Dec 30, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
5d
▶ Clock Running
Status: Scheduled
Dec 30 → Jan 7, 2026
5 business days (counted)
Running total: 5 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Jan 7 → Jan 7, 2026
0 business days (counted)
Running total: 5 of 3 biz days used
▶ Clock Running
Status: Tech Off Site
Jan 7 → Jan 7, 2026
0 business days (counted)
Running total: 5 of 3 biz days used
▶ Clock Running
Status: Incomplete
Jan 7 → Jan 8, 2026
1 business day (counted)
Running total: 6 of 3 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Jan 8 → Jan 14, 2026
4 business days (not counted)
▶ Clock Running
Status: Reschedule
Jan 14 → Jan 21, 2026
4 business days (counted)
Running total: 10 of 3 biz days used
▶ Clock Running
Status: Entered
Jan 21 → Jan 21, 2026
0 business days (counted)
Running total: 10 of 3 biz days used
43d
▶ Clock Running
Status: On Hold
Jan 21 → Mar 24, 2026
43 business days (counted)
Running total: 53 of 3 biz days used
▶ Clock Running
Status: Assigned
Mar 24 → Mar 24, 2026
0 business days (counted)
Running total: 53 of 3 biz days used
▶ Clock Running
Status: Scheduled
Mar 24 → Mar 31, 2026
5 business days (counted)
Running total: 58 of 3 biz days used
Created: Dec 30, 2025 Completed: Mar 31, 2026
Business Days Used 58 / 3
0 3d budget +55d over
Show SLA Clock Detail (13 periods)
Period Status Clock Biz Days Running Total
Dec 30 → Dec 30 Created ▶ Running 0 0 / 3
Dec 30 → Dec 30 Ready for Scheduling ▶ Running 0 0 / 3
Dec 30 → Dec 30 Assigned ▶ Running 0 0 / 3
Dec 30 → Jan 7 Scheduled ▶ Running 5 5 / 3
Jan 7 → Jan 7 Tech On Site ▶ Running 0 5 / 3
Jan 7 → Jan 7 Tech Off Site ▶ Running 0 5 / 3
Jan 7 → Jan 8 Incomplete ▶ Running 1 6 / 3
Jan 8 → Jan 14 Awaiting Parts ⏸ Paused 4 —
Jan 14 → Jan 21 Reschedule ▶ Running 4 10 / 3
Jan 21 → Jan 21 Entered ▶ Running 0 10 / 3
Jan 21 → Mar 24 On Hold ▶ Running 43 53 / 3
Mar 24 → Mar 24 Assigned ▶ Running 0 53 / 3
Mar 24 → Mar 31 Scheduled ▶ Running 5 58 / 3
Dispatch 0.0d
Material Management 4.8d
Holding 44.0d (excluded)
Coordinators 16.5d
Field Work 1.2d
Incomplete 1.2d (excluded)
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
4.8 days
Over SLA
Holding (excluded from total)
44.0 days
Coordinators
16.5 days
Over SLA
Field Work
1.2 days
Incomplete (excluded from total)
1.2 days
Billing
0.0 days
Created: Dec 30, 2025 Due: Jan 21, 2026 Completed: Mar 31, 2026 (68 days late)
📅
63.0 days Total Age
⏱️
44.0d in On Hold Longest Stage
🔄
14 transitions Status Changes
⚠️
14.5d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits (1 reschedule)
2 on-site visits — follow-up trip required
👤 Self-scheduled by Zachary Stieben — scheduling delays attributed to technician, not coordinators
Visit 1 Jan 7, 2026
Visit 2 Mar 31, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00554723
URGENT L2 review - HCP
Closed
Model: Midmark - IQ ECG Model Type: EKG Asset ID: 6300613 Serial #: 4819595 Maybe a shortage in leads. Device is giving inaccurate readings.
Priority
Critical
Origin
Phone
Reason
New Case
Contact
Jada Bowens
Owner
Virtual Tech
Created
Dec 29, 2025
Work Orders from this Case (1)
WO-01328333 (current) Invoiced
Virtual Tech - Field Repair • Zachary Stieben
Created: Dec 30, 2025 • Closed: Mar 31, 2026
Completed with significant delays
Invoiced • 229 days old
🚨
Primary Delay 44.0 days stuck in "On Hold"
⏱️
Total Delay 14.5 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
0.1d / 0.5d SLA
Scheduled
12.0d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Tech Off Site
0.6d / 2.0d SLA
Incomplete
1.2d
Awaiting Parts
4.8d / 3.0d SLA
Reschedule
4.3d / 2.0d SLA
On Hold
44.0d
Completed
0.5d / 1.0d SLA
Closed
3.4d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

3/24 KKelch the CM called me to schedule for 3/31 between 9 and 11 am. Customer confirmed. Call logged on WO-01337296

02/09/2026 JRolston - Part shows delivered on 1/15, UPS wb 1ZE444250370431786.


1/21 KKelch placed on hold due to lack of customer response

1/20 KKelch sent an email for scheduling

1/19 KKelch sent an email for scheduling

1/15 KKelch sent an email for scheduling

01/13/2026 EMartin

Order No: 748078


Customer PO No: PO015786


Customer: EMSAR Inc




  


Ship To Name: Centerwell - Grand Prairie


Ship To Address: 725 W Pioneer Parkway    


Ship To City/State: Grand Prairie, TX 75051


Waybill (Tracking #): 1ZE444250370431786


Carrier: UPS-Parcel-Ground


  


The following items have shipped from Midmark Corporation on: 13-JAN-2026


  


LINE NO: 1.1 QTY: 1 ITEM: CHRG-FRT SERIAL #: DESCRIPTION: FREIGHT


LINE NO: 2.1 QTY: 1 ITEM: 3-100-0203 SERIAL #: DESCRIPTION: PATIENT CABLE, WITH LEAD MANAGEMENT, IQECG

1/7/26 ZStieben placing work order into incomplete for L2 to order part needed. Pictures of device and part# 3-100-0203 are attached in notes section of work order.

🔧 Work Performed
1/7/26 ZS. Evaluated unit. New part# 3-100-0203 needed to complete repair. Attached pictures of device and part needed in notes section of work order. Placing work order as incomplete for L2 to order part. 3/31/2026 ZS. Installed new EKG leads. Unit function tested and passed. Unit returned to service. No travel due to multiple work orders at site.
🔍 Technician Findings
1/7/2026 Zachary Stieben arrived on site. Found Midmark IQecg asset# 6300613 non functional. Lead V2 is non functional. 3/31/26 ZS. Arrived on site. Located EKG unit for repair.
⚠️ Problem Description
Model: Midmark - IQ ECG Model Type: EKG Asset ID: 6300613 Serial #: 4819595 Maybe a shortage in leads. Device is giving inaccurate readings. https://www.ebiotrack.com/workorder.php?wo=70599

Timeline

📞
Case Linked Dec 29, 2:29 PM
Case Number: 00554723
Subject: URGENT L2 review - HCP
Status: Closed
📋
▶
2 Work Order Created Dec 30, 8:38 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Derek Reynolds
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Status: Assigned Dec 30, 8:59 AM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Kaitlyn Kelch
Technician: Zachary Stieben
📅
▶
2 Dispatch Scheduled Dec 30, 10:07 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Assigned
To: Scheduled
Duration in Previous: 1h 7m
⚠️ 6.0 business days
🔧
Status: Tech On Site by Zachary Stieben Jan 7, 12:05 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 8d 1h
🚗
Status: Tech Off Site by Zachary Stieben Jan 7, 1:02 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 57m
🚗
▶
3 Travel Added Jan 7, 5:30 PM
Travel Added → 2x Labor Added → Status: Incomplete
⏱️
2x Labor Added
Type: Labor
Status: Open
Qty: 1
⚠️
Status: Incomplete by Zachary Stieben
From: Tech Off Site
To: Incomplete
Duration in Previous: 4h 29m
📦
▶
2 Parts Requested Jan 8, 12:27 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Wendy Argueta
From: Incomplete
To: Awaiting Parts
Duration in Previous: 18h 54m
⚠️ 5.0 business days
🔩
▶
2 2x Parts Added Jan 14, 4:18 PM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Julie Ann Shoemaker
From: Awaiting Parts
To: Reschedule
Duration in Previous: 6d 3h
⏳ 5.0 business days
🆕
Status: Entered by Kaitlyn Kelch Jan 21, 9:14 AM
From: Reschedule, Entered
To: Entered, On Hold
Duration in Previous: 6d 16h, 0m
🚨 44.0 business days
👷
▶
3 Technician Assigned Mar 24, 10:00 AM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Kaitlyn Kelch
From: On Hold, Assigned
To: Assigned, Scheduled
Duration in Previous: 61d 23h, 0m
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-03-31T14:00:00.000+0000
⚠️ 6.0 business days
✔️
Status: Completed by Zachary Stieben Mar 31, 12:41 PM
From: Scheduled
To: Completed
Duration in Previous: 7d 2h
⏱️
▶
2 Labor Added Mar 31, 4:59 PM
Labor Added → Status: Closed
🏁
Status: Closed by Zachary Stieben
From: Completed
To: Closed
Duration in Previous: 4h 17m
⏳ 3.9 business days
📄
▶
2 Status: Ready to Bill Apr 3, 9:58 AM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
🧾
Invoice Created Apr 3, 5:10 PM
Invoice Number: SM-258343

Bottlenecks

Scheduled
Duration: 6.0 business days (threshold: 2.0 business days)
Exceeded by 4.0 business days
Awaiting Parts
Duration: 4.8 business days (threshold: 3.0 business days)
Exceeded by 1.8 business days
Reschedule
Duration: 4.3 business days (threshold: 2.0 business days)
Exceeded by 2.3 business days
Scheduled
Duration: 6.0 business days (threshold: 2.0 business days)
Exceeded by 4.0 business days
Closed
Duration: 3.4 business days (threshold: 1.0 business days)
Exceeded by 2.4 business days

🔗 Related Artifacts

📞
Case 00554723
Closed
📦
Parts Order 00087880
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Zachary Stieben
Scheduled
Mar 31, 10:00 AM
Created
Dec 30, 8:38 AM
Invoice #
SM-258343

Work Details (6)

Name Type Status Qty Amount Date
WL-03056671 Travel Open 50 - Jan 7, 5:30 PM
WL-03056672 Labor Open 1 $119.00 Jan 7, 5:31 PM
WL-03056673 Labor Open 1 $119.00 Jan 7, 5:31 PM
WL-03065089 Parts Open 1 $681.75 Jan 14, 4:18 PM
WL-03065090 Expenses Open 1 $20.42 Jan 14, 4:18 PM
WL-03167473 Labor Open 0.33333333333333 $59.50 Mar 31, 4:59 PM

Details