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WO-01339771 ↗ ServiceMax

HCA Urgent Care • Inspection • PSM

📍 CareNow - Kingwood — 300 Northpark Dr, Kingwood TX, 77339

Jan 26, 2026 → May 19, 2026

✅ Completed
PSM
SLA Clock
Last business day of January 2026 · Target: Jan 30, 2026
✗ SLA Missed (76 biz days late)
Active: 81 biz days
🕐 Clock stopped: Tech Off Site (May 20, 2026)
▶ Clock Running
Status: Created
Jan 26 → Jan 26, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 26 → Jan 26, 2026
0 business days (counted)
Running total: 0 of ? biz days used
14d
▶ Clock Running
Status: Assigned
Jan 26 → Feb 13, 2026
14 business days (counted)
Running total: 14 of ? biz days used
▶ Clock Running
Status: Entered
Feb 13 → Feb 13, 2026
0 business days (counted)
Running total: 14 of ? biz days used
62d
▶ Clock Running
Status: On Hold
Feb 13 → May 13, 2026
62 business days (counted)
Running total: 76 of ? biz days used
▶ Clock Running
Status: Assigned
May 13 → May 13, 2026
0 business days (counted)
Running total: 76 of ? biz days used
▶ Clock Running
Status: Scheduled
May 13 → May 19, 2026
4 business days (counted)
Running total: 80 of ? biz days used
▶ Clock Running
Status: Tech On Site
May 19 → May 20, 2026
1 business day (counted)
Running total: 81 of ? biz days used
Created: Jan 26, 2026 Tech Off Site: May 20, 2026
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Jan 26 → Jan 26 Created ▶ Running 0 0
Jan 26 → Jan 26 Ready for Scheduling ▶ Running 0 0
Jan 26 → Feb 13 Assigned ▶ Running 14 14
Feb 13 → Feb 13 Entered ▶ Running 0 14
Feb 13 → May 13 On Hold ▶ Running 62 76
May 13 → May 13 Assigned ▶ Running 0 76
May 13 → May 19 Scheduled ▶ Running 4 80
May 19 → May 20 Tech On Site ▶ Running 1 81
Dispatch 0.0d
Holding 62.5d (excluded)
Coordinators 19.9d
Field Work 1.0d
✗ SLA Missed
Dispatch
0.0 days
Holding (excluded from total)
62.5 days
Coordinators
19.9 days
Over SLA
Field Work
1.0 days
Over SLA
Created: Jan 26, 2026 Due: Mar 31, 2026 Completed: May 20, 2026 (49 days late)
📅
81.1 days Total Age
⏱️
62.5d in On Hold Longest Stage
🔄
7 transitions Status Changes
⚠️
17.4d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00561991
eBiotrack - Automated New Inspection Created
Closed
Annual Equipment Electrical Safety Test And Calibration Service 49 Pcs https://www.ebiotrack.com/inspection.php?iid=32673
Priority
High
Origin
Email
Reason
New Case
Contact
Samantha Bradfield
Owner
Kimberly Hardison
Created
Jan 26, 2026
Work Orders from this Case (1)
WO-01339771 (current) Invoiced
Inspection • Arturo Diaz
Created: Jan 26, 2026 • Closed: May 19, 2026
Completed with significant delays
Invoiced • 202 days old
🚨
Primary Delay 62.5 days stuck in "On Hold"
⏱️
Total Delay 17.4 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
14.8d / 0.5d SLA
On Hold
62.5d
Scheduled
5.0d / 2.0d SLA
Tech On Site
1.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

5/13 KKelch Stephanie called me to schedule for 5/19 with arrival between 11:30 and 1:30 pm. Customer confirmed. 

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

2/90 KKelch sent Samantha an email for scheduling

2/2 KKelch sent Samantha an email for scheduling

1/26 KKelch sent an email for scheduling

🔧 Work Performed
- Inspected equipment found in every exam room - inspected equipment found in labs - inspected equipment found in nurse stations - inspected equipment found in hallways - inquired of staff where any other equipment might be found - confirmed with staff that all equipment that is in use has been inspected - informed staff if any equipment is later found, or pulled from storage, or received from another location, it will require a miscellaneous equipment inspection on a new work order
🔍 Technician Findings
Normal equipment conditions
⚠️ Problem Description
Annual Equipment Electrical Safety Test And Calibration Service 49 Pcs https://www.ebiotrack.com/inspection.php?iid=32673

Timeline

📞
Case Linked Jan 26, 6:00 AM
Case Number: 00561991
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
2 Work Order Created Jan 26, 12:07 PM
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 26, 12:22 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 14m
🚨 15.0 business days
🆕
Status: Entered by Kaitlyn Kelch Feb 13, 3:16 PM
From: Assigned, Entered
To: Entered, On Hold
Duration in Previous: 18d 2h, 0m
🚨 63.0 business days
👷
3 Technician Assigned May 13, 10:40 AM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Kaitlyn Kelch
From: On Hold, Assigned
To: Assigned, Scheduled
Duration in Previous: 88d 18h, 0m
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-05-19T16:30:00.000+0000
⚠️ 5.0 business days
🔧
2 Status: Tech On Site May 19, 1:28 PM
Status: Tech On Site → Labor Added
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 0.5
⏱️
4x Labor Added May 19, 5:24 PM
Type: Labor, Travel
Status: Open
Qty: 3, 1, 15, 35
🚗
Status: Tech Off Site by Arturo Diaz May 19, 9:48 PM
From: Tech On Site, Tech Off Site, Completed
To: Tech Off Site, Completed, Closed
Duration in Previous: 8h 20m
📄
Status: Ready to Bill by Diane Patton May 20, 3:10 PM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 17h 21m, 0m
🚨 12.0 business days
🧾
Invoice Created Jun 7, 10:16 PM
Invoice Number: SM-262497

Bottlenecks

Assigned
Duration: 14.8 business days (threshold: 4.0 business hours)
Exceeded by 14.3 business days
Scheduled
Duration: 5.0 business days (threshold: 2.0 business days)
Exceeded by 3.0 business days
Tech On Site
Duration: 1.0 business days (threshold: 1.0 business days)
Exceeded by 0.3 business hours

🔗 Related Artifacts

📞
Case 00561991
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Arturo Diaz
Scheduled
May 19, 12:30 PM
Created
Jan 26, 12:07 PM
Invoice #
SM-262497

Work Details (5)

Name Type Status Qty Amount Date
WL-03231432 Labor Open 0.5 $0.00 May 19, 1:29 PM
WL-03231814 Labor Open 3 $1,069.20 May 19, 5:24 PM
WL-03231815 Labor Open 1 $0.00 May 19, 5:24 PM
WL-03231816 Travel Open 15 - May 19, 5:24 PM
WL-03231817 Travel Open 35 - May 19, 5:24 PM

Details