Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01339756 ↗ ServiceMax

Crossover Health Management Services • Inspection • PSM

📍 Crossover Health - Life @ Wellness Center - MPK281 — 193 Jefferson Drive, Menlo Park CA, 94025

Jan 26, 2026 → May 27, 2026

✅ Completed
PSM
SLA Clock
Last business day of January 2026 · Target: Jan 30, 2026
✗ SLA Missed (80 biz days late)
Active: 85 biz days
🕐 Clock stopped: Completed (May 27, 2026)
▶ Clock Running
Status: Created
Jan 26 → Jan 26, 2026
0 business days (counted)
Running total: 0 of ? biz days used
38d
▶ Clock Running
Status: Ready for Scheduling
Jan 26 → Mar 20, 2026
38 business days (counted)
Running total: 38 of ? biz days used
▶ Clock Running
Status: Assigned
Mar 20 → Mar 20, 2026
0 business days (counted)
Running total: 38 of ? biz days used
6d
▶ Clock Running
Status: Scheduled
Mar 20 → Mar 30, 2026
6 business days (counted)
Running total: 44 of ? biz days used
▶ Clock Running
Status: Completed
Mar 30 → Mar 30, 2026
0 business days (counted)
Running total: 44 of ? biz days used
▶ Clock Running
Status: Reschedule
Mar 30 → Mar 31, 2026
1 business day (counted)
Running total: 45 of ? biz days used
▶ Clock Running
Status: Scheduled
Mar 31 → Apr 6, 2026
4 business days (counted)
Running total: 49 of ? biz days used
▶ Clock Running
Status: Tech On Site
Apr 6 → Apr 7, 2026
1 business day (counted)
Running total: 50 of ? biz days used
▶ Clock Running
Status: Completed
Apr 7 → Apr 7, 2026
0 business days (counted)
Running total: 50 of ? biz days used
31d
▶ Clock Running
Status: Reschedule
Apr 7 → May 20, 2026
31 business days (counted)
Running total: 81 of ? biz days used
▶ Clock Running
Status: Scheduled
May 20 → May 27, 2026
4 business days (counted)
Running total: 85 of ? biz days used
▶ Clock Running
Status: Tech On Site
May 27 → May 27, 2026
0 business days (counted)
Running total: 85 of ? biz days used
Created: Jan 26, 2026 Completed: May 27, 2026
Show SLA Clock Detail (12 periods)
Period Status Clock Biz Days Running Total
Jan 26 → Jan 26 Created ▶ Running 0 0
Jan 26 → Mar 20 Ready for Scheduling ▶ Running 38 38
Mar 20 → Mar 20 Assigned ▶ Running 0 38
Mar 20 → Mar 30 Scheduled ▶ Running 6 44
Mar 30 → Mar 30 Completed ▶ Running 0 44
Mar 30 → Mar 31 Reschedule ▶ Running 1 45
Mar 31 → Apr 6 Scheduled ▶ Running 4 49
Apr 6 → Apr 7 Tech On Site ▶ Running 1 50
Apr 7 → Apr 7 Completed ▶ Running 0 50
Apr 7 → May 20 Reschedule ▶ Running 31 81
May 20 → May 27 Scheduled ▶ Running 4 85
May 27 → May 27 Tech On Site ▶ Running 0 85
Dispatch 0.0d
Coordinators 88.4d
Field Work 1.7d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
88.4 days
Over SLA
Field Work
1.7 days
Over SLA
Billing
0.0 days
Created: Jan 26, 2026 Due: Mar 31, 2026 Completed: May 28, 2026 (57 days late)
📅
86.3 days Total Age
⏱️
38.9d in Ready for Scheduling Longest Stage
🔄
13 transitions Status Changes
⚠️
79.3d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
14 lines Work Details
🚩
3 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
3 On-Site Visits (2 reschedules)
3 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Angel Rios — scheduling delays attributed to technician, not coordinators
Visit 1 Apr 5, 2026
Visit 2 Apr 6, 2026
Visit 3 May 27, 2026

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00561978
eBiotrack - Automated New Inspection Created
Closed
Inspection: Annual Equipment Electrical Safety Test And Calibration Service 89 pieces https://www.ebiotrack.com/inspection.php?iid=32667 Inspection Flag: ATTENTION TECHS, ASC'S AND MATERIALS MANAGEMENT. DO NOT SHIP PARTS TO ANY CROSSOVER SITES. ALL PARTS FOR THIS ACCOUNT MUST BE SHIPPED DIRECTLY TO THE TECH. THE SITE WILL LOSE THE SHIPMENT IF SENT TO THEM.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Edgar Chavez
Owner
Leona Coonrod
Created
Jan 26, 2026
Work Orders from this Case (1)
WO-01339756 (current) Invoiced
Inspection • Angel Rios
Created: Jan 26, 2026 • Closed: May 27, 2026
Completed with significant delays
Invoiced • 202 days old
🚨
Primary Delay 38.9 days stuck in "Ready for Scheduling"
⏱️
Total Delay 79.3 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
38.9d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
16.2d / 2.0d SLA
Reschedule
33.3d / 2.0d SLA
Tech On Site
1.2d / 1.0d SLA
Completed
0.5d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

5-20 Mburris called and set with Edgar Chavez 5-27 10am

04/23/2026 LHill-sent email to Edgar trying to schedule tech visit.



04/23/2026 LHill-LM at (925) 234-6755 for Edgar trying to schedule tech visit.


04/22/2026 LHill-LM at (925) 234-6755 for Edgar trying to schedule tech visit.


4/06 ARios - Will have to re-schedule a date for me to come back and complete inspection.

3-31 Mburris called POC and advised site wanted a different day when tech was on site and tech just did repair appt reset for 4-6 10am

3-30 Mburris chat from tech.... The repair is WO-01352410. The customer prefers I do the repair instead of the inspection today. Luckly I have the parts with me, so I can do the repair today.

3/30 ARios - Customer requested to reschedule the inspection to a date that they are less busy and instead proceed with pending repair (WO-01352410). Supervisor and coordinator were notified of the customer’s request.


3-20 Mburris called to Edgar and set for 3-30 11am

🔧 Work Performed
4/05 Performed Annual Equipment Electrical Safety Test And Calibration Service for 73 units. Will have to re-schedule a date for me to come back and complete inspection. 5/27 Performed Annual Equipment Electrical Safety Test And Calibration Service for18 units.
🔍 Technician Findings
Perform Annual Equipment Electrical Safety Test And Calibration Service.
⚠️ Problem Description
Inspection: Annual Equipment Electrical Safety Test And Calibration Service 89 pieces https://www.ebiotrack.com/inspection.php?iid=32667 Inspection Flag: ATTENTION TECHS, ASC'S AND MATERIALS MANAGEMENT. DO NOT SHIP PARTS TO ANY CROSSOVER SITES. ALL PARTS FOR THIS ACCOUNT MUST BE SHIPPED DIRECTLY TO THE TECH. THE SITE WILL LOSE THE SHIPMENT IF SENT TO THEM.

Timeline

📞
Case Linked Jan 26, 12:00 AM
Case Number: 00561978
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
Work Order Created Jan 26, 11:33 AM
Work Order: WO-01339756
Type: Inspection
Priority: PSM
📅
Status: Ready for Scheduling by Leona Coonrod Jan 26, 11:38 AM
From: Entered
To: Ready for Scheduling
Duration in Previous: 5m
🚨 39.0 business days
👷
▶
4 Technician Assigned Mar 20, 4:27 PM
Technician Assigned → Status: Assigned → Status: Scheduled → Dispatch Scheduled
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 53d 3h
🗓️
Status: Scheduled by Michael Burris
From: Assigned
To: Scheduled
Duration in Previous: 3m
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-03-30T18:00:00.000+0000
⚠️ 6.9 business days
✔️
Status: Completed by Angel Rios Mar 30, 5:49 PM
From: Scheduled, Completed
To: Completed, Reschedule
Duration in Previous: 10d 1h, 0m
🗓️
▶
2 Status: Scheduled Mar 31, 10:42 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-04-06T16:00:00.000+0000
⚠️ 5.0 business days
🔧
Status: Tech On Site by Angel Rios Apr 6, 1:48 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 6d 3h
⏱️
▶
2 6x Labor Added Apr 6, 9:33 PM
6x Labor Added → Labor Added
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 8.25
⏱️
▶
2 2x Labor Added Apr 6, 11:06 PM
2x Labor Added → Status: Completed
✔️
Status: Completed by Angel Rios
From: Tech On Site, Completed
To: Completed, Reschedule
Duration in Previous: 9h 21m, 0m
🚨 32.1 business days
📅
▶
2 Dispatch Scheduled May 20, 1:34 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Michael Burris
From: Reschedule
To: Scheduled
Duration in Previous: 43d 14h
⚠️ 5.0 business days
🔧
Status: Tech On Site by Angel Rios May 27, 6:01 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 7d 4h
⏱️
3x Labor Added May 27, 6:09 PM
Type: Labor, Travel
Status: Open
Qty: 2.75, 118
⏱️
▶
2 Labor Added May 27, 6:33 PM
Labor Added → Status: Completed
✔️
Status: Completed by Angel Rios
From: Tech On Site
To: Completed
Duration in Previous: 34m
⏱️
▶
2 Labor Added May 27, 10:39 PM
Labor Added → Status: Closed
🏁
Status: Closed by Angel Rios
From: Completed
To: Closed
Duration in Previous: 4h 4m
⏳ 2.2 business days
📄
▶
2 Status: Ready to Bill May 29, 9:17 AM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⏳ 2.0 business days
🧾
Invoice Created Jun 1, 10:31 AM
Invoice Number: SM-263327

Bottlenecks

Ready for Scheduling
Duration: 38.9 business days (threshold: 1.0 business days)
Exceeded by 37.9 business days
Scheduled
Duration: 6.4 business days (threshold: 2.0 business days)
Exceeded by 4.4 business days
Scheduled
Duration: 5.0 business days (threshold: 2.0 business days)
Exceeded by 3.0 business days
Tech On Site
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.4 business hours
Reschedule
Duration: 32.0 business days (threshold: 2.0 business days)
Exceeded by 30.0 business days
Scheduled
Duration: 4.8 business days (threshold: 2.0 business days)
Exceeded by 2.8 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00561978
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
N/A
Technician
Angel Rios
Scheduled
May 27, 1:00 PM
Created
Jan 26, 11:33 AM
Invoice #
SM-263327

Work Details (14)

Name Type Status Qty Amount Date
WL-03175315 Labor Open 1.75 $0.00 Apr 6, 9:33 PM
WL-03175316 Labor Open 2 $0.00 Apr 6, 9:33 PM
WL-03175317 Travel Open 87 - Apr 6, 9:33 PM
WL-03175318 Travel Open 46 - Apr 6, 9:33 PM
WL-03175319 Expenses Open 1 $0.00 Apr 6, 9:33 PM
WL-03175320 Expenses Open 1 $0.00 Apr 6, 9:33 PM
WL-03175321 Labor Open 8.25 $0.00 Apr 6, 9:37 PM
WL-03175462 Labor Open 1.75 $0.00 Apr 6, 11:06 PM
WL-03175463 Travel Open 46 - Apr 6, 11:06 PM
WL-03239674 Labor Open 2.75 $0.00 May 27, 6:09 PM
WL-03239675 Travel Open 118 - May 27, 6:09 PM
WL-03239676 Travel Open 118 - May 27, 6:09 PM
WL-03239706 Labor Open 3.25 $2,542.20 May 27, 6:33 PM
WL-03240037 Labor Open 4 $0.00 May 27, 10:39 PM

Details