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WO-01338524 ↗ ServiceMax

Crossover Health Management Services • Inspection • PSM

📍 Cross Health Medical Group - Fidelity Westlake, TX — Two Destiny Way (First Floor F Wing), Westlake TX, 76262

Jan 20, 2026 → Apr 13, 2026

✅ Completed
PSM
SLA Clock
Last business day of January 2026 · Target: Jan 30, 2026
✗ SLA Missed (49 biz days late)
Active: 58 biz days
🕐 Clock stopped: Completed (Apr 13, 2026)
▶ Clock Running
Status: Created
Jan 20 → Jan 20, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 20 → Jan 20, 2026
0 business days (counted)
Running total: 0 of ? biz days used
28d
▶ Clock Running
Status: Assigned
Jan 20 → Mar 2, 2026
28 business days (counted)
Running total: 28 of ? biz days used
12d
▶ Clock Running
Status: Scheduled
Mar 2 → Mar 18, 2026
12 business days (counted)
Running total: 40 of ? biz days used
▶ Clock Running
Status: Completed
Mar 18 → Mar 18, 2026
0 business days (counted)
Running total: 40 of ? biz days used
▶ Clock Running
Status: Reschedule
Mar 18 → Mar 19, 2026
1 business day (counted)
Running total: 41 of ? biz days used
13d
▶ Clock Running
Status: Scheduled
Mar 19 → Apr 7, 2026
13 business days (counted)
Running total: 54 of ? biz days used
▶ Clock Running
Status: Entered
Apr 7 → Apr 7, 2026
0 business days (counted)
Running total: 54 of ? biz days used
▶ Clock Running
Status: Assigned
Apr 7 → Apr 7, 2026
0 business days (counted)
Running total: 54 of ? biz days used
▶ Clock Running
Status: Scheduled
Apr 7 → Apr 8, 2026
1 business day (counted)
Running total: 55 of ? biz days used
▶ Clock Running
Status: Tech On Site
Apr 8 → Apr 8, 2026
0 business days (counted)
Running total: 55 of ? biz days used
▶ Clock Running
Status: Scheduled
Apr 8 → Apr 13, 2026
3 business days (counted)
Running total: 58 of ? biz days used
▶ Clock Running
Status: Tech On Site
Apr 13 → Apr 13, 2026
0 business days (counted)
Running total: 58 of ? biz days used
Created: Jan 20, 2026 Completed: Apr 13, 2026
Show SLA Clock Detail (13 periods)
Period Status Clock Biz Days Running Total
Jan 20 → Jan 20 Created ▶ Running 0 0
Jan 20 → Jan 20 Ready for Scheduling ▶ Running 0 0
Jan 20 → Mar 2 Assigned ▶ Running 28 28
Mar 2 → Mar 18 Scheduled ▶ Running 12 40
Mar 18 → Mar 18 Completed ▶ Running 0 40
Mar 18 → Mar 19 Reschedule ▶ Running 1 41
Mar 19 → Apr 7 Scheduled ▶ Running 13 54
Apr 7 → Apr 7 Entered ▶ Running 0 54
Apr 7 → Apr 7 Assigned ▶ Running 0 54
Apr 7 → Apr 8 Scheduled ▶ Running 1 55
Apr 8 → Apr 8 Tech On Site ▶ Running 0 55
Apr 8 → Apr 13 Scheduled ▶ Running 3 58
Apr 13 → Apr 13 Tech On Site ▶ Running 0 58
Dispatch 0.0d
Coordinators 63.4d
Field Work 1.0d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
63.4 days
Over SLA
Field Work
1.0 days
Billing
0.0 days
Created: Jan 20, 2026 Due: Mar 31, 2026 Completed: Apr 13, 2026 (12 days late)
📅
59.0 days Total Age
⏱️
29.0d in Assigned Longest Stage
🔄
13 transitions Status Changes
⚠️
54.1d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
7 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 Mar 17, 2026
Visit 2 Apr 13, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00560333
eBiotrack - Automated New Inspection Created
Closed
Annual Equipment Electrical Safety Test And Calibration Service 26 Pcs https://www.ebiotrack.com/inspection.php?iid=32557
Priority
Standard
Origin
Email
Reason
New Case
Contact
Mark Adkins
Owner
Kimberly Hardison
Created
Jan 20, 2026
Work Orders from this Case (1)
WO-01338524 (current) Invoiced
Inspection • Zachary Stieben
Created: Jan 20, 2026 • Closed: Apr 13, 2026
Completed with significant delays
Invoiced • 208 days old
🚨
Primary Delay 29.0 days stuck in "Assigned"
⏱️
Total Delay 54.1 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
0.2d / 1.0d SLA
Assigned
29.0d / 0.5d SLA
Scheduled
32.3d / 2.0d SLA
Reschedule
2.0d / 2.0d SLA
Tech On Site
0.2d / 1.0d SLA
Completed
0.8d / 1.0d SLA
Closed
2.3d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

4/8 KKelch- FSE rescheduled directly with site

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

🔧 Work Performed
4/13/2026 Zachary Stieben. Inspected 27 pieces of equipment. Completed EBT inspection report.
🔍 Technician Findings
3-17-26 Anthony Wirth. Reschedule April 7 Between 9-11 Troy Tucker 9725145433. 4/13/2026 Zachary Stieben arrived on site. Found 27 pieces of equipment to be inspected.
⚠️ Problem Description
Annual Equipment Electrical Safety Test And Calibration Service 26 Pcs https://www.ebiotrack.com/inspection.php?iid=32557

Timeline

📞
Case Linked Jan 20, 6:00 AM
Case Number: 00560333
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Jan 20, 8:22 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 Status: Assigned Jan 20, 9:46 AM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Kaitlyn Kelch
Technician: Anthony Wirth
🚨 29.0 business days
📅
▶
2 Dispatch Scheduled Mar 2, 9:55 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Assigned
To: Scheduled
Duration in Previous: 41d 0h
🚨 12.0 business days
⏱️
3x Labor Added Mar 17, 11:41 PM
Type: Labor
Status: Open
Qty: 6.25, 0.5
💵
Expenses Added Mar 17, 11:46 PM
Type: Expenses
Status: Open
Qty: 1
✔️
Status: Completed by Anthony Wirth Mar 17, 11:52 PM
From: Scheduled, Completed
To: Completed, Reschedule
Duration in Previous: 15d 12h, 0m
⏳ 2.0 business days
🗓️
▶
2 Status: Scheduled Mar 19, 9:11 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-04-07T14:00:00.000+0000
🚨 10.0 business days
📅
Dispatch Scheduled by Kaitlyn Kelch Apr 1, 9:37 AM
Scheduled For: 2026-04-07T18:30:00.000+0000
⚠️ 5.0 business days
🆕
▶
3 Status: Entered Apr 7, 9:17 AM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kaitlyn Kelch
Technician: Zachary Stieben
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-04-08T20:00:00.000+0000
⏳ 2.0 business days
🔧
Status: Tech On Site by Zachary Stieben Apr 8, 1:36 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 4h
🗓️
▶
2 Status: Scheduled Apr 8, 1:48 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-04-13T14:00:00.000+0000
⏳ 4.0 business days
🔧
Status: Tech On Site by Zachary Stieben Apr 13, 9:26 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 19h
✔️
Status: Completed by Zachary Stieben Apr 13, 11:10 AM
From: Tech On Site
To: Completed
Duration in Previous: 1h 44m
🚗
▶
2 Travel Added Apr 13, 5:25 PM
Travel Added → 2x Labor Added
⏱️
2x Labor Added
Type: Labor
Status: Open
Qty: 1.3333333333333, 1.8333333333333
🏁
Status: Closed by Zachary Stieben Apr 13, 5:32 PM
From: Completed
To: Closed
Duration in Previous: 6h 21m
⏳ 2.8 business days
📄
▶
2 Status: Ready to Bill Apr 15, 9:38 AM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
⚠️ 5.0 business days
🧾
Invoice Created Apr 21, 4:36 PM
Invoice Number: SM-259269

Bottlenecks

Assigned
Duration: 29.0 business days (threshold: 4.0 business hours)
Exceeded by 28.5 business days
Scheduled
Duration: 12.5 business days (threshold: 2.0 business days)
Exceeded by 10.5 business days
Scheduled
Duration: 14.0 business days (threshold: 2.0 business days)
Exceeded by 12.0 business days
Scheduled
Duration: 3.8 business days (threshold: 2.0 business days)
Exceeded by 1.8 business days
Closed
Duration: 2.3 business days (threshold: 1.0 business days)
Exceeded by 1.3 business days

🔗 Related Artifacts

📞
Case 00560333
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
N/A
Technician
Zachary Stieben
Scheduled
Apr 13, 10:00 AM
Created
Jan 20, 8:22 AM
Invoice #
SM-259269

Work Details (7)

Name Type Status Qty Amount Date
WL-03148480 Labor Open 6.25 $0.00 Mar 17, 11:41 PM
WL-03148478 Labor Open 6 $0.00 Mar 17, 11:41 PM
WL-03148479 Labor Open 0.5 $0.00 Mar 17, 11:41 PM
WL-03148481 Expenses Open 1 $0.00 Mar 17, 11:46 PM
WL-03184150 Travel Open 50 - Apr 13, 5:25 PM
WL-03184151 Labor Open 1.3333333333333 $0.00 Apr 13, 5:30 PM
WL-03184152 Labor Open 1.8333333333333 $1,495.00 Apr 13, 5:30 PM

Details