Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01328687 ↗ ServiceMax

HCA Urgent Care • Repair • P3

📍 CareNow - Barton Springs #24735 — 517-B S Lamar Blvd, Austin TX, 78704

Jan 2, 2026 → Mar 9, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Jan 7, 2026
✗ SLA Missed (9 biz days late)
Active: 12 biz days
Paused: 33 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Mar 10, 2026)
SLA Target
▶ Clock Running
Status: Created
Jan 2 → Jan 2, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 2 → Jan 2, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Assigned
Jan 2 → Jan 2, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
4d
▶ Clock Running
Status: Scheduled
Jan 2 → Jan 8, 2026
4 business days (counted)
Running total: 4 of 3 biz days used
⏸21d
⏸ Clock Paused
Status: Awaiting Parts
Jan 8 → Feb 9, 2026
21 business days (not counted)
▶ Clock Running
Status: Reschedule
Feb 9 → Feb 10, 2026
1 business day (counted)
Running total: 5 of 3 biz days used
⏸12d
⏸ Clock Paused
Status: Awaiting Parts
Feb 10 → Feb 27, 2026
12 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Feb 27 → Feb 27, 2026
0 business days (counted)
Running total: 5 of 3 biz days used
▶ Clock Running
Status: Assigned
Feb 27 → Mar 2, 2026
1 business day (counted)
Running total: 6 of 3 biz days used
▶ Clock Running
Status: Scheduled
Mar 2 → Mar 5, 2026
3 business days (counted)
Running total: 9 of 3 biz days used
▶ Clock Running
Status: Completed
Mar 5 → Mar 5, 2026
0 business days (counted)
Running total: 9 of 3 biz days used
▶ Clock Running
Status: Reschedule
Mar 5 → Mar 5, 2026
0 business days (counted)
Running total: 9 of 3 biz days used
▶ Clock Running
Status: Scheduled
Mar 5 → Mar 10, 2026
3 business days (counted)
Running total: 12 of 3 biz days used
Created: Jan 2, 2026 Completed: Mar 10, 2026
Business Days Used 12 / 3
0 3d budget +9d over
Show SLA Clock Detail (13 periods)
Period Status Clock Biz Days Running Total
Jan 2 → Jan 2 Created ▶ Running 0 0 / 3
Jan 2 → Jan 2 Ready for Scheduling ▶ Running 0 0 / 3
Jan 2 → Jan 2 Assigned ▶ Running 0 0 / 3
Jan 2 → Jan 8 Scheduled ▶ Running 4 4 / 3
Jan 8 → Feb 9 Awaiting Parts ⏸ Paused 21 —
Feb 9 → Feb 10 Reschedule ▶ Running 1 5 / 3
Feb 10 → Feb 27 Awaiting Parts ⏸ Paused 12 —
Feb 27 → Feb 27 Ready for Scheduling ▶ Running 0 5 / 3
Feb 27 → Mar 2 Assigned ▶ Running 1 6 / 3
Mar 2 → Mar 5 Scheduled ▶ Running 3 9 / 3
Mar 5 → Mar 5 Completed ▶ Running 0 9 / 3
Mar 5 → Mar 5 Reschedule ▶ Running 0 9 / 3
Mar 5 → Mar 10 Scheduled ▶ Running 3 12 / 3
Dispatch 0.0d
Material Management 35.0d
Coordinators 14.8d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
35.0 days
Over SLA
Coordinators
14.8 days
Over SLA
Billing
0.0 days
Created: Jan 2, 2026 Due: Mar 9, 2026 Completed: Mar 10, 2026 (on time)
📅
45.1 days Total Age
⏱️
22.0d in Awaiting Parts Longest Stage
🔄
14 transitions Status Changes
⚠️
37.8d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
17 lines Work Details
🏠
2 visits On-Site Trips
📋
Coordinator Scheduling
🔄
2 On-Site Visits (2 reschedules)
2 on-site visits — follow-up trip required
Visit 1 Jan 7, 2026
Visit 2 Mar 9, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00555321
L2 review
Closed
Rosa Garcia 214-497-9132 rosa.garcia2@hcahealthcare.com EKG having issues with printing , different lines displayed sn 100012532514
Priority
High
Origin
Email
Reason
New Case
Contact
Rosa Garcia
Owner
Derek Reynolds
Created
Dec 31, 2025
Work Orders from this Case (1)
WO-01328687 (current) Invoiced
Repair • Anthony Wirth
Created: Jan 2, 2026 • Closed: Mar 9, 2026
Completed with significant delays
Invoiced • 223 days old
🚨
Primary Delay 22.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 37.8 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
0.1d / 1.0d SLA
Assigned
1.8d / 0.5d SLA
Scheduled
10.7d / 2.0d SLA
Awaiting Parts
35.0d / 3.0d SLA
Reschedule
2.3d / 2.0d SLA
Closed
4.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

3/5 KKelch called Rosa to schedule for 3/9 between 2:30 and 3:30 pm. Customer confirmed. 

3/5 KKelch called Rosa to schedule for 3/11 between 3:30 and 4:30 pm. Left VM. 

3/2 KKelch called Rosa to schedule for 3/4 between 3:30 and 4:30 pm. Customer confirmed. 

2/28/26 RBerry- Updated due date based on parts. Removed delay code.


2/10 KKelch- this parts order was shipped to Wilmington not to the site or the technician, placed back into awaiting parts

1/2 KKelch called Rosa to schedule for 1/7 between 2:30 and 3:30 pm. Customer confirmed. 

🔧 Work Performed
Upon arriving on site, I met with the customer to review the reported issues and observe the unit's performance. After performing a thorough diagnostic and troubleshooting sequence, I confirmed that the printing assembly is malfunctioning and unable to produce output correctly. I have placed an order for the necessary replacement parts and will return to complete the repair once the components are received. 3/9/2026 Arrived on site and repaired the unit. functional checked the unit and found no other issues with unit.
🔍 Technician Findings
Unit is printing function are not functioning correctly.
⚠️ Problem Description
Perform Heart simulations and full functionality testing on EKG. Review findings with MA or staff when on-site. Rosa Garcia 214-497-9132 rosa.garcia2@hcahealthcare.com EKG having issues with printing , different lines displayed sn 100012532514 https://www.ebiotrack.com/workorder.php?wo=70643

Timeline

📞
Case Linked Dec 31, 11:18 AM
Case Number: 00555321
Subject: L2 review
Status: Closed
⏳ 2.0 business days
📋
▶
2 Work Order Created Jan 2, 8:41 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Derek Reynolds
From: Entered
To: Ready for Scheduling
Duration in Previous: 3m
👷
▶
2 Technician Assigned Jan 2, 9:00 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 15m
🗓️
▶
2 Status: Scheduled Jan 2, 10:08 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-01-07T20:30:00.000+0000
⏳ 4.0 business days
📦
▶
2 Parts Requested Jan 7, 9:35 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Anthony Wirth
From: Scheduled
To: Awaiting Parts
Duration in Previous: 5d 11h
⏱️
6x Labor Added Jan 7, 9:41 PM
Type: Labor, Travel, Expenses
Status: Open
Qty: 2.5, 8.3, 102, 0.5
🚨 22.3 business days
💵
▶
2 Expenses Added Feb 9, 4:51 PM
Expenses Added → Status: Reschedule
🔄
Status: Reschedule by John Rolston
From: Awaiting Parts
To: Reschedule
Duration in Previous: 32d 19h
📦
Status: Awaiting Parts by Kaitlyn Kelch Feb 10, 9:37 AM
From: Reschedule
To: Awaiting Parts
Duration in Previous: 16h 45m
🚨 13.0 business days
📅
Status: Ready for Scheduling by John Rolston Feb 27, 1:35 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 17d 3h
👷
▶
2 Status: Assigned Feb 27, 2:06 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Rhea Berry
Technician: Anthony Wirth
🔩
4x Parts Added Feb 27, 2:20 PM
Type: Parts, Expenses
Status: Open
Qty: 1
⏳ 2.0 business days
📅
▶
2 Dispatch Scheduled Mar 2, 9:45 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Assigned
To: Scheduled
Duration in Previous: 2d 19h
⏳ 3.0 business days
✔️
Status: Completed by Anthony Wirth Mar 4, 8:47 PM
From: Scheduled, Completed
To: Completed, Reschedule
Duration in Previous: 2d 11h, 0m
🗓️
▶
2 Status: Scheduled Mar 5, 9:39 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-03-09T19:30:00.000+0000
⏳ 3.0 business days
⏱️
▶
3 5x Labor Added Mar 9, 8:56 PM
5x Labor Added → Expenses Added → Status: Completed
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
✔️
Status: Completed by Anthony Wirth
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 4d 10h, 0m
⏳ 4.4 business days
📄
▶
2 Status: Ready to Bill Mar 13, 9:45 AM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
⏳ 1.7 business days
🧾
Invoice Created Mar 16, 5:43 AM
Invoice Number: SM-256463

Bottlenecks

Scheduled
Duration: 4.3 business days (threshold: 2.0 business days)
Exceeded by 2.3 business days
Awaiting Parts
Duration: 22.0 business days (threshold: 3.0 business days)
Exceeded by 19.0 business days
Awaiting Parts
Duration: 13.0 business days (threshold: 3.0 business days)
Exceeded by 10.0 business days
Assigned
Duration: 1.6 business days (threshold: 4.0 business hours)
Exceeded by 1.1 business days
Scheduled
Duration: 3.2 business days (threshold: 2.0 business days)
Exceeded by 1.2 business days
Scheduled
Duration: 3.1 business days (threshold: 2.0 business days)
Exceeded by 1.1 business days
Closed
Duration: 4.0 business days (threshold: 1.0 business days)
Exceeded by 3.0 business days

🔗 Related Artifacts

📞
Case 00555321
Closed
📦
Parts Order 00087840
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Repair
Branch
Edge
Technician
Anthony Wirth
Scheduled
Mar 9, 3:30 PM
Created
Jan 2, 8:41 AM
Invoice #
SM-256463

Work Details (17)

Name Type Status Qty Amount Date
WL-03057087 Labor Open 2.5 $0.00 Jan 7, 9:41 PM
WL-03057088 Travel Open 8.3 - Jan 7, 9:41 PM
WL-03057089 Travel Open 102 - Jan 7, 9:41 PM
WL-03057086 Labor Open 1 $149.00 Jan 7, 9:41 PM
WL-03057085 Labor Open 0.5 $74.50 Jan 7, 9:41 PM
WL-03057090 Expenses Open 1 $0.00 Jan 7, 9:42 PM
WL-03098076 Expenses Open 1 $0.00 Feb 9, 4:51 PM
WL-03123544 Parts Open 1 $180.23 Feb 27, 2:20 PM
WL-03123543 Parts Open 1 $309.15 Feb 27, 2:20 PM
WL-03123545 Parts Open 1 $345.60 Feb 27, 2:20 PM
WL-03123546 Expenses Open 1 $17.79 Feb 27, 2:20 PM
WL-03136560 Labor Open 1.5 $223.50 Mar 9, 8:56 PM
WL-03136561 Labor Open 1 $149.00 Mar 9, 8:56 PM
WL-03136562 Labor Open 2.75 $0.00 Mar 9, 8:56 PM
WL-03136563 Travel Open 83 - Mar 9, 8:56 PM
WL-03136564 Travel Open 103 - Mar 9, 8:56 PM
WL-03136573 Expenses Open 1 $0.00 Mar 9, 8:58 PM

Details