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WO-01337314 ↗ ServiceMax

Crossover Health Management Services • Inspection • PSM

📍 Crossover Health - Crossover Garland — 3630 N Shiloh Rd Ste 202, Garland TX, 75044

Jan 12, 2026 → Mar 10, 2026

✅ Completed
PSM
SLA Clock
Last business day of January 2026 · Target: Jan 30, 2026
✗ SLA Missed (25 biz days late)
Active: 39 biz days
🕐 Clock stopped: Tech Off Site (Mar 10, 2026)
▶ Clock Running
Status: Created
Jan 12 → Jan 12, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 12 → Jan 12, 2026
0 business days (counted)
Running total: 0 of ? biz days used
33d
▶ Clock Running
Status: Assigned
Jan 12 → Mar 2, 2026
33 business days (counted)
Running total: 33 of ? biz days used
6d
▶ Clock Running
Status: Scheduled
Mar 2 → Mar 10, 2026
6 business days (counted)
Running total: 39 of ? biz days used
▶ Clock Running
Status: Tech On Site
Mar 10 → Mar 10, 2026
0 business days (counted)
Running total: 39 of ? biz days used
Created: Jan 12, 2026 Tech Off Site: Mar 10, 2026
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Jan 12 → Jan 12 Created ▶ Running 0 0
Jan 12 → Jan 12 Ready for Scheduling ▶ Running 0 0
Jan 12 → Mar 2 Assigned ▶ Running 33 33
Mar 2 → Mar 10 Scheduled ▶ Running 6 39
Mar 10 → Mar 10 Tech On Site ▶ Running 0 39
Dispatch 0.0d
Coordinators 40.8d
Field Work 0.6d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
40.8 days
Over SLA
Field Work
0.6 days
Created: Jan 12, 2026 Due: Mar 31, 2026 Completed: Mar 10, 2026 (21 days early)
📅
39.8 days Total Age
⏱️
33.8d in Assigned Longest Stage
🔄
7 transitions Status Changes
⚠️
39.0d 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 #00557895
eBiotrack - Automated New Inspection Created
Closed
Annual Equipment Electrical Safety Test And Calibration Service Equipment: 29 https://www.ebiotrack.com/inspection.php?iid=32423
Priority
Standard
Origin
Email
Reason
New Case
Contact
Mark Adkins
Owner
Shelby Robinson
Created
Jan 12, 2026
Work Orders from this Case (1)
WO-01337314 (current) Invoiced
Inspection • Zachary Stieben
Created: Jan 12, 2026 • Closed: Mar 10, 2026
Completed with significant delays
Invoiced • 216 days old
🚨
Primary Delay 33.8 days stuck in "Assigned"
⏱️
Total Delay 39.0 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
33.8d / 0.5d SLA
Scheduled
7.0d / 2.0d SLA
Tech On Site
0.5d / 1.0d SLA
Tech Off Site
0.2d / 2.0d SLA
Closed
1.7d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

3/2 KKelch called William to schedule Las Colinas for 3/6 between 9 and 11 am, Garland for 3/10 between 9 and 11 am, Fidelity Westlake for 3/17 between 9 and 11 am, AMP Wellness center for 3/17 between 1 and 2 pm, Brazos Crossover for 3/19 between 9 and 11 am, Apple Capital for 3/19 between 2 and 4 pm and Bee Cave Rd for 3/26 between 9 and 11 am. Customer confirmed. Call logged on WO-01337314

1/26 KKelch called William to schedule Giles Lane on 3/12, Brazos on 3/16, Apple Capital on 3/18, Bee Cave on 3/20 and Garland on 3/2, Westlake on 3/9 all arriving between 9 and 11 am. He needs to check with the sites and will call me back to confirm. Call logged on WO-01338524

1/19 KKelch called William to schedule Giles Lane on 3/12, Brazos on 3/16, Apple Capital on 3/18, Bee Cave on 3/20 and Garland on 3/2 all arriving between 9 and 11 am. Left VM. Call logged on WO-01337342

🔧 Work Performed
Inspected 29 pieces of equipment. Completed EBT inspection report.
🔍 Technician Findings
3/10/2026 Zachary Stieben arrived on site. Found 29 pieces of equipment to be inspected.
⚠️ Problem Description
Annual Equipment Electrical Safety Test And Calibration Service Equipment: 29 https://www.ebiotrack.com/inspection.php?iid=32423

Timeline

📞
Case Linked Jan 12, 6:01 AM
Case Number: 00557895
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Jan 12, 12:19 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Shelby Robinson
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Technician Assigned Jan 12, 12:34 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 14m
🚨 34.0 business days
🗓️
▶
2 Status: Scheduled Mar 2, 9:54 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-03-10T14:00:00.000+0000
⚠️ 7.0 business days
🔧
Status: Tech On Site by Zachary Stieben Mar 10, 9:00 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 7d 22h
🚗
Status: Tech Off Site by Zachary Stieben Mar 10, 12:38 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 3h 38m
🚗
▶
3 Travel Added Mar 10, 2:06 PM
Travel Added → 2x Labor Added → Status: Completed
⏱️
2x Labor Added
Type: Labor
Status: Open
Qty: 0.66666666666667, 3
✔️
Status: Completed by Zachary Stieben
From: Tech Off Site, Completed
To: Completed, Closed
Duration in Previous: 1h 30m
📄
Status: Ready to Bill by Diane Patton Mar 11, 11:13 AM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 21h 3m, 0m
⏳ 3.0 business days
🧾
Invoice Created Mar 13, 7:09 PM
Invoice Number: SM-256158

Bottlenecks

Assigned
Duration: 33.8 business days (threshold: 4.0 business hours)
Exceeded by 33.3 business days
Scheduled
Duration: 7.0 business days (threshold: 2.0 business days)
Exceeded by 5.0 business days
Closed
Duration: 1.7 business days (threshold: 1.0 business days)
Exceeded by 5.8 business hours

🔗 Related Artifacts

📞
Case 00557895
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
N/A
Technician
Zachary Stieben
Scheduled
Mar 10, 10:00 AM
Created
Jan 12, 12:19 PM
Invoice #
SM-256158

Work Details (3)

Name Type Status Qty Amount Date
WL-03137559 Travel Open 12 - Mar 10, 2:06 PM
WL-03137560 Labor Open 0.66666666666667 $0.00 Mar 10, 2:08 PM
WL-03137561 Labor Open 3 $1,495.00 Mar 10, 2:08 PM

Details