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WO-01338883 ↗ ServiceMax

CenterWell (Humana) • Inspection • PSM

📍 Centerwell - Camp Bowie — 9108 Camp Bowie West Blvd, Fort Worth TX, 76116

Jan 21, 2026 → Apr 20, 2026

✅ Completed
PSM
SLA Clock
Last business day of January 2026 · Target: Jan 30, 2026
✗ SLA Missed (54 biz days late)
Active: 62 biz days
🕐 Clock stopped: Completed (Apr 20, 2026)
▶ Clock Running
Status: Created
Jan 21 → Jan 21, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 21 → Jan 21, 2026
0 business days (counted)
Running total: 0 of ? biz days used
17d
▶ Clock Running
Status: Assigned
Jan 21 → Feb 13, 2026
17 business days (counted)
Running total: 17 of ? biz days used
▶ Clock Running
Status: Entered
Feb 13 → Feb 13, 2026
0 business days (counted)
Running total: 17 of ? biz days used
37d
▶ Clock Running
Status: On Hold
Feb 13 → Apr 8, 2026
37 business days (counted)
Running total: 54 of ? biz days used
▶ Clock Running
Status: Assigned
Apr 8 → Apr 8, 2026
0 business days (counted)
Running total: 54 of ? biz days used
8d
▶ Clock Running
Status: Scheduled
Apr 8 → Apr 20, 2026
8 business days (counted)
Running total: 62 of ? biz days used
▶ Clock Running
Status: Tech On Site
Apr 20 → Apr 20, 2026
0 business days (counted)
Running total: 62 of ? biz days used
Created: Jan 21, 2026 Completed: Apr 20, 2026
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Jan 21 → Jan 21 Created ▶ Running 0 0
Jan 21 → Jan 21 Ready for Scheduling ▶ Running 0 0
Jan 21 → Feb 13 Assigned ▶ Running 17 17
Feb 13 → Feb 13 Entered ▶ Running 0 17
Feb 13 → Apr 8 On Hold ▶ Running 37 54
Apr 8 → Apr 8 Assigned ▶ Running 0 54
Apr 8 → Apr 20 Scheduled ▶ Running 8 62
Apr 20 → Apr 20 Tech On Site ▶ Running 0 62
Dispatch 0.0d
Holding 37.5d (excluded)
Coordinators 26.9d
Field Work 0.6d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Holding (excluded from total)
37.5 days
Coordinators
26.9 days
Over SLA
Field Work
0.6 days
Billing
0.0 days
Created: Jan 21, 2026 Due: Feb 27, 2026 Completed: Apr 20, 2026 (51 days late)
📅
63.0 days Total Age
⏱️
37.5d in On Hold Longest Stage
🔄
10 transitions Status Changes
⚠️
25.1d 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 #00560741
eBiotrack - Automated New Inspection Created
Closed
Annual Equipment Electrical Safety Test And Calibration Service 40 pieces https://www.ebiotrack.com/inspection.php?iid=32576
Priority
Standard
Origin
Email
Reason
New Case
Contact
Jay Castro
Owner
Sherry Reich
Created
Jan 21, 2026
Work Orders from this Case (1)
WO-01338883 (current) Invoiced
Inspection • Zachary Stieben
Created: Jan 21, 2026 • Closed: Apr 20, 2026
Completed with significant delays
Invoiced • 207 days old
🚨
Primary Delay 37.5 days stuck in "On Hold"
⏱️
Total Delay 25.1 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
0.0d / 1.0d SLA
Assigned
18.0d / 0.5d SLA
On Hold
37.5d
Scheduled
8.9d / 2.0d SLA
Tech On Site
0.3d / 1.0d SLA
Completed
0.2d / 1.0d SLA
Closed
1.7d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

4/8 KKelch scheduled per logged email from Krystle

4/8 KKelch sent Krystle an email for scheduling

2/13 KKelch placed on hold due to 3 failed attempts to schedule

2/9 KKelch called Jay to schedule for 2/18 between 9 and 11 am. Left VM. 

2/2 KKelch called Jay to schedule for 2/19 between 9 and 11 am. Left VM.

1/26 KKelch called Jay to schedule for 2/19 between 9 and 11 am. Left VM. 

🔧 Work Performed
Inspected 49 pieces of equipment. Completed EBT inspection report.
🔍 Technician Findings
4/202/206 Zachary Stieben arrived on site. Found 49 pieces of equipment to be inspected.
⚠️ Problem Description
Annual Equipment Electrical Safety Test And Calibration Service 40 pieces https://www.ebiotrack.com/inspection.php?iid=32576

Timeline

📞
Case Linked Jan 21, 12:01 AM
Case Number: 00560741
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Jan 21, 8:54 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Status: Assigned Jan 21, 9:10 AM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Kaitlyn Kelch
Technician: a0h5A00000HXpFGQA1, Zachary Stieben
🚨 18.0 business days
🆕
Status: Entered by Kaitlyn Kelch Feb 13, 2:42 PM
From: Assigned, Entered
To: Entered, On Hold
Duration in Previous: 23d 5h, 0m
🚨 38.0 business days
👷
▶
4 Technician Assigned Apr 8, 12:50 PM
Technician Assigned → Status: Assigned → Status: Scheduled → Dispatch Scheduled
👷
Status: Assigned by Kaitlyn Kelch
From: On Hold
To: Assigned
Duration in Previous: 53d 21h
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Assigned
To: Scheduled
Duration in Previous: 1m
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-04-20T14:00:00.000+0000
⚠️ 9.0 business days
🔧
Status: Tech On Site by Zachary Stieben Apr 20, 9:48 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 11d 20h
✔️
Status: Completed by Zachary Stieben Apr 20, 12:35 PM
From: Tech On Site
To: Completed
Duration in Previous: 2h 47m
🚗
▶
3 Travel Added Apr 20, 2:22 PM
Travel Added → 2x Labor Added → Status: Closed
⏱️
2x Labor Added
Type: Labor
Status: Open
Qty: 1.5, 2.9166666666667
🏁
Status: Closed by Zachary Stieben
From: Completed
To: Closed
Duration in Previous: 1h 50m
📄
▶
2 Status: Ready to Bill Apr 21, 1:48 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⚠️ 8.0 business days
🧾
Invoice Created Apr 30, 5:20 PM
Invoice Number: SM-259748

Bottlenecks

Assigned
Duration: 18.0 business days (threshold: 4.0 business hours)
Exceeded by 17.5 business days
Scheduled
Duration: 8.9 business days (threshold: 2.0 business days)
Exceeded by 6.9 business days
Closed
Duration: 1.7 business days (threshold: 1.0 business days)
Exceeded by 5.6 business hours

🔗 Related Artifacts

📞
Case 00560741
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Zachary Stieben
Scheduled
Apr 20, 10:00 AM
Created
Jan 21, 8:54 AM
Invoice #
SM-259748

Work Details (3)

Name Type Status Qty Amount Date
WL-03192987 Travel Open 70 - Apr 20, 2:22 PM
WL-03192998 Labor Open 1.5 $0.00 Apr 20, 2:25 PM
WL-03192999 Labor Open 2.9166666666667 $1,292.00 Apr 20, 2:25 PM

Details