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WO-01329343 ↗ ServiceMax

CenterWell (Humana) • Inspection • PSM

📍 Centerwell- South Garland — 1205 Northwest Hwy, Garland TX, 75041

Jan 5, 2026 → Mar 12, 2026

✅ Completed
PSM
SLA Clock
Last business day of January 2026 · Target: Jan 30, 2026
✗ SLA Missed (27 biz days late)
Active: 46 biz days
🕐 Clock stopped: Completed (Mar 12, 2026)
▶ Clock Running
Status: Created
Jan 5 → Jan 5, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 5 → Jan 5, 2026
0 business days (counted)
Running total: 0 of ? biz days used
19d
▶ Clock Running
Status: Assigned
Jan 5 → Feb 2, 2026
19 business days (counted)
Running total: 19 of ? biz days used
▶ Clock Running
Status: Entered
Feb 2 → Feb 2, 2026
0 business days (counted)
Running total: 19 of ? biz days used
6d
▶ Clock Running
Status: On Hold
Feb 2 → Feb 10, 2026
6 business days (counted)
Running total: 25 of ? biz days used
▶ Clock Running
Status: Reschedule
Feb 10 → Feb 10, 2026
0 business days (counted)
Running total: 25 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 10 → Feb 10, 2026
0 business days (counted)
Running total: 25 of ? biz days used
21d
▶ Clock Running
Status: Scheduled
Feb 10 → Mar 12, 2026
21 business days (counted)
Running total: 46 of ? biz days used
▶ Clock Running
Status: Tech On Site
Mar 12 → Mar 12, 2026
0 business days (counted)
Running total: 46 of ? biz days used
Created: Jan 5, 2026 Completed: Mar 12, 2026
Show SLA Clock Detail (9 periods)
Period Status Clock Biz Days Running Total
Jan 5 → Jan 5 Created ▶ Running 0 0
Jan 5 → Jan 5 Ready for Scheduling ▶ Running 0 0
Jan 5 → Feb 2 Assigned ▶ Running 19 19
Feb 2 → Feb 2 Entered ▶ Running 0 19
Feb 2 → Feb 10 On Hold ▶ Running 6 25
Feb 10 → Feb 10 Reschedule ▶ Running 0 25
Feb 10 → Feb 10 Assigned ▶ Running 0 25
Feb 10 → Mar 12 Scheduled ▶ Running 21 46
Mar 12 → Mar 12 Tech On Site ▶ Running 0 46
Dispatch 0.0d
Holding 7.0d (excluded)
Coordinators 41.9d
Field Work 0.7d
✗ SLA Missed
Dispatch
0.0 days
Holding (excluded from total)
7.0 days
Coordinators
41.9 days
Over SLA
Field Work
0.7 days
Created: Jan 5, 2026 Due: Mar 31, 2026 Completed: Mar 12, 2026 (19 days early)
📅
46.9 days Total Age
⏱️
22.0d in Scheduled Longest Stage
🔄
9 transitions Status Changes
⚠️
40.7d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00555832
eBiotrack - Automated New Inspection Created
Closed
Annual Equipment Electrical Safety Test And Calibration Service 44 Pcs https://www.ebiotrack.com/inspection.php?iid=32300
Priority
Standard
Origin
Email
Reason
New Case
Contact
Perla Romero
Owner
Kimberly Hardison
Created
Jan 5, 2026
Work Orders from this Case (1)
WO-01329343 (current) Invoiced
Inspection • Zachary Stieben
Created: Jan 5, 2026 • Closed: Mar 12, 2026
Completed with significant delays
Invoiced • 221 days old
🚨
Primary Delay 22.0 days stuck in "Scheduled"
⏱️
Total Delay 40.7 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
19.8d / 0.5d SLA
On Hold
7.0d
Scheduled
22.0d / 2.0d SLA
Tech On Site
0.3d / 1.0d SLA
Completed
0.3d / 1.0d SLA
Closed
2.3d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/10 KKelch scheduled per logged email from Kimberly. Please see attached screenshot

2/9 KKelch logged email from Kimberly letting us know that she is the new POC of this site, sent chatter to ASM to update

2/2 KKelch placed on hold due to 3 failed attempts to contact

1/26 KKelch sent Perla an email for scheduling

1/19 KKelch sent Perla an email for scheduling

1/12 KKelch sent Perla an email for scheduling

🔧 Work Performed
Inspected 40 pieces of equipment. Completed EBT inspection report.
🔍 Technician Findings
3/12/2026 Zachary Stieben arrived on site. Found 40 pieces of equipment to be inspected.
⚠️ Problem Description
Annual Equipment Electrical Safety Test And Calibration Service 44 Pcs https://www.ebiotrack.com/inspection.php?iid=32300

Timeline

📞
Case Linked Jan 5, 6:00 AM
Case Number: 00555832
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Jan 5, 11:49 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Technician Assigned Jan 5, 12:16 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 26m
🚨 20.0 business days
🆕
Status: Entered by Kaitlyn Kelch Feb 2, 11:11 AM
From: Assigned, Entered
To: Entered, On Hold
Duration in Previous: 27d 22h, 0m
⚠️ 7.0 business days
🔄
▶
4 Status: Reschedule Feb 10, 8:58 AM
Status: Reschedule → Technician Assigned → Dispatch Scheduled → Status: Scheduled
👷
Technician Assigned by Kaitlyn Kelch
Technician: Zachary Stieben
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-02-13T15:00:00.000+0000
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Assigned
To: Scheduled
Duration in Previous: 0m
📅
Dispatch Scheduled by Kaitlyn Kelch Feb 10, 10:29 AM
Scheduled For: 2026-03-13T14:00:00.000+0000
🚨 20.0 business days
📅
Dispatch Scheduled by Kaitlyn Kelch Mar 10, 12:31 PM
Scheduled For: 2026-03-12T16:30:00.000+0000
⏳ 3.0 business days
🔧
Status: Tech On Site by Zachary Stieben Mar 12, 12:08 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 30d 2h
✔️
Status: Completed by Zachary Stieben Mar 12, 2:50 PM
From: Tech On Site
To: Completed
Duration in Previous: 2h 41m
🚗
▶
3 Travel Added Mar 12, 5:25 PM
Travel Added → 2x Labor Added → Status: Closed
⏱️
2x Labor Added
Type: Labor
Status: Open
Qty: 1, 2.8333333333333
🏁
Status: Closed by Zachary Stieben
From: Completed
To: Closed
Duration in Previous: 2h 37m
⏳ 2.8 business days
📄
▶
2 Status: Ready to Bill Mar 16, 5:26 PM
Status: Ready to Bill → Invoice Created
🧾
Invoice Created
Invoice Number: SM-256666

Bottlenecks

Assigned
Duration: 19.8 business days (threshold: 4.0 business hours)
Exceeded by 19.3 business days
Scheduled
Duration: 22.0 business days (threshold: 2.0 business days)
Exceeded by 20.0 business days
Closed
Duration: 2.3 business days (threshold: 1.0 business days)
Exceeded by 1.3 business days

🔗 Related Artifacts

📞
Case 00555832
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Zachary Stieben
Scheduled
Mar 12, 12:30 PM
Created
Jan 5, 11:49 AM
Invoice #
SM-256666

Work Details (3)

Name Type Status Qty Amount Date
WL-03141981 Travel Open 54 - Mar 12, 5:25 PM
WL-03141987 Labor Open 1 $0.00 Mar 12, 5:26 PM
WL-03141988 Labor Open 2.8333333333333 $1,292.00 Mar 12, 5:26 PM

Details