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WO-01340315 ↗ ServiceMax

Elkhart Clinic • Repair • P3

📍 Oncology — 2117 W. Lexington Ave, Elkhart IN, 46514

Jan 28, 2026 → Mar 10, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Feb 2, 2026
✗ SLA Missed (16 biz days late)
Active: 19 biz days
Paused: 9 biz days
Budget: 3 biz days
🕐 Clock stopped: Invoiced (Mar 10, 2026)
SLA Target
▶ Clock Running
Status: Created
Jan 28 → Jan 28, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 28 → Jan 28, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Assigned
Jan 28 → Jan 29, 2026
1 business day (counted)
Running total: 1 of 3 biz days used
3d
▶ Clock Running
Status: Scheduled
Jan 29 → Feb 3, 2026
3 business days (counted)
Running total: 4 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Feb 3 → Feb 3, 2026
0 business days (counted)
Running total: 4 of 3 biz days used
▶ Clock Running
Status: Tech Off Site
Feb 3 → Feb 3, 2026
0 business days (counted)
Running total: 4 of 3 biz days used
▶ Clock Running
Status: Incomplete
Feb 3 → Feb 3, 2026
0 business days (counted)
Running total: 4 of 3 biz days used
▶ Clock Running
Status: Completed
Feb 3 → Feb 3, 2026
0 business days (counted)
Running total: 4 of 3 biz days used
▶ Clock Running
Status: Closed
Feb 3 → Feb 5, 2026
2 business days (counted)
Running total: 6 of 3 biz days used
10d
▶ Clock Running
Status: Incomplete
Feb 5 → Feb 20, 2026
10 business days (counted)
Running total: 16 of 3 biz days used
⏸9d
⏸ Clock Paused
Status: Awaiting Parts
Feb 20 → Mar 5, 2026
9 business days (not counted)
2d
▶ Clock Running
Status: Reschedule
Mar 5 → Mar 9, 2026
2 business days (counted)
Running total: 18 of 3 biz days used
▶ Clock Running
Status: Scheduled
Mar 9 → Mar 10, 2026
1 business day (counted)
Running total: 19 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Mar 10 → Mar 10, 2026
0 business days (counted)
Running total: 19 of 3 biz days used
▶ Clock Running
Status: Scheduled
Mar 10 → Mar 10, 2026
0 business days (counted)
Running total: 19 of 3 biz days used
▶ Clock Running
Status: Tech Off Site
Mar 10 → Mar 10, 2026
0 business days (counted)
Running total: 19 of 3 biz days used
▶ Clock Running
Status: Completed
Mar 10 → Mar 10, 2026
0 business days (counted)
Running total: 19 of 3 biz days used
▶ Clock Running
Status: Incomplete
Mar 10 → Mar 10, 2026
0 business days (counted)
Running total: 19 of 3 biz days used
Created: Jan 28, 2026 Invoiced: Mar 10, 2026
Business Days Used 19 / 3
0 3d budget +16d over
Show SLA Clock Detail (18 periods)
Period Status Clock Biz Days Running Total
Jan 28 → Jan 28 Created ▶ Running 0 0 / 3
Jan 28 → Jan 28 Ready for Scheduling ▶ Running 0 0 / 3
Jan 28 → Jan 29 Assigned ▶ Running 1 1 / 3
Jan 29 → Feb 3 Scheduled ▶ Running 3 4 / 3
Feb 3 → Feb 3 Tech On Site ▶ Running 0 4 / 3
Feb 3 → Feb 3 Tech Off Site ▶ Running 0 4 / 3
Feb 3 → Feb 3 Incomplete ▶ Running 0 4 / 3
Feb 3 → Feb 3 Completed ▶ Running 0 4 / 3
Feb 3 → Feb 5 Closed ▶ Running 2 6 / 3
Feb 5 → Feb 20 Incomplete ▶ Running 10 16 / 3
Feb 20 → Mar 5 Awaiting Parts ⏸ Paused 9 —
Mar 5 → Mar 9 Reschedule ▶ Running 2 18 / 3
Mar 9 → Mar 10 Scheduled ▶ Running 1 19 / 3
Mar 10 → Mar 10 Tech On Site ▶ Running 0 19 / 3
Mar 10 → Mar 10 Scheduled ▶ Running 0 19 / 3
Mar 10 → Mar 10 Tech Off Site ▶ Running 0 19 / 3
Mar 10 → Mar 10 Completed ▶ Running 0 19 / 3
Mar 10 → Mar 10 Incomplete ▶ Running 0 19 / 3
Dispatch 0.0d
Material Management 10.0d
Coordinators 10.4d
Field Work 1.1d
Incomplete 11.0d (excluded)
Billing 14.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
10.0 days
Over SLA
Coordinators
10.4 days
Over SLA
Field Work
1.1 days
Incomplete (excluded from total)
11.0 days
Billing
14.0 days
Over SLA
Created: Jan 28, 2026 Due: Mar 11, 2026 Completed: Mar 10, 2026 (1 days early)
📅
29.0 days Total Age
⏱️
14.0d in Billing Review Longest Stage
🔄
20 transitions Status Changes
⚠️
25.7d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
8 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 Jon Kuehl — scheduling delays attributed to technician, not coordinators
Visit 1 Feb 3, 2026
Visit 2 Mar 10, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00562760
HCP L2 Review
Closed
Q-00032216 FHC - FHCSWC24-TL-G-D Blanket warmer Asset ID: 13264760 Serial #: 060821-D09 Will not keep the blankets warm The technician will need to evaluate the unit and determine if parts are needed for repairs.
Priority
High
Origin
Phone
Reason
New Case
Contact
Josue Guevara
Owner
Erin Martin
Created
Jan 28, 2026
Work Orders from this Case (1)
WO-01340315 (current) Invoiced
Repair • Jon Kuehl
Created: Jan 28, 2026 • Closed: Mar 10, 2026
Completed with significant delays
Invoiced • 197 days old
🚨
Primary Delay 14.0 days stuck in "Billing Review"
⏱️
Total Delay 25.7 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
0.3d / 1.0d SLA
Assigned
1.8d / 0.5d SLA
Scheduled
6.0d / 2.0d SLA
Tech On Site
0.6d / 1.0d SLA
Completed
0.5d / 1.0d SLA
Incomplete
11.0d
Closed
5.1d / 1.0d SLA
Awaiting Parts
10.0d / 3.0d SLA
Reschedule
2.3d / 2.0d SLA
Tech Off Site
0.0d / 2.0d SLA
Billing Review
14.0d / 2.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

03/31/2026 DNakoff - Please bill under 2025 PO, customer not providing PO for 2026


3/24 KWeiss, Quote for second follow up had been approved but tech closed w/o. Quoted case sent to dispatch to create new w/o for part order.

3/20 KWeiss, Created case and sent to sales for quoting. New w/o will need to be created, if approved, due to w/o being closed and in billing review.

3/12/26 DPatton - Chatter to Dylan requesting PO# for 2026.

**TBA exceeded quote due to additional trip**

3/6/26 Rberry- Updated due date based on parts. Removed delay code.


3/5/2026 CRamen was placed into RFS from AP 3/5


2-19-26 JK Spoke with Keith and he said quote was sent on 2-4-26. Called customer and he is checking to see if missed it or never received it.


2/5 KWeiss, Created case and sent to sales for quoting.

2/4/26 SReich - Chattered Perry/Whalen/tech, 00564814 is marked incomplete and being quoted.  Per chatter, no follow up needed.


1-30-26 JK Facility closed at 12pm today. Customer requested to reschedule when I come down on Tues.


01/28/2026 EMartin updated Q-00032216 on WO placed into RFS for parts TBD onsite

🔧 Work Performed
2/3/26 Troubleshooted unit and found that the door switch was broken. This was causing am interruption in the current flow. 3-10-26 JK Installed new door switch and put in follow-up to order new fan.
🔍 Technician Findings
Unit not heating up. 3-10-26 JK Unit is now heating up but I found that the cooling fan is seized up.
⚠️ Problem Description
Q-00032216 FHC - FHCSWC24-TL-G-D Blanket warmer Asset ID: 13264760 Serial #: 060821-D09 Will not keep the blankets warm The technician will need to evaluate the unit and determine if parts are needed for repairs. https://www.ebiotrack.com/workorder.php?wo=71193

Timeline

📞
Case Linked Jan 28, 8:52 AM
Case Number: 00562760
Subject: HCP L2 Review
Status: Closed
📋
▶
2 Work Order Created Jan 28, 10:37 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Erin Martin
From: Entered
To: Ready for Scheduling
Duration in Previous: 1m
👷
▶
2 Status: Assigned Jan 28, 12:38 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Charles Ramen
Technician: Jon Kuehl
🗓️
▶
2 Status: Scheduled Jan 29, 7:18 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jonathan Kuehl
Scheduled For: 2026-01-30T20:00:00.000+0000
📅
Dispatch Scheduled by Jonathan Kuehl Jan 29, 7:29 AM
Scheduled For: 2026-01-30T17:00:00.000+0000
⏳ 2.0 business days
📅
Dispatch Scheduled by Jonathan Kuehl Jan 30, 7:45 PM
Scheduled For: 2026-02-03T17:00:00.000+0000
⏳ 2.5 business days
🔧
Status: Tech On Site by Jonathan Kuehl Feb 3, 10:45 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 3h
🚗
Status: Tech Off Site by Jonathan Kuehl Feb 3, 2:23 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 3h 38m
⚠️
▶
3 Status: Incomplete Feb 3, 6:29 PM
Status: Incomplete → 3x Labor Added → Status: Closed
⏱️
3x Labor Added
Type: Labor, Travel
Status: Open
Qty: 0.53333333333333, 2.05, 10
🏁
Status: Closed by Jonathan Kuehl
From: Incomplete
To: Closed
Duration in Previous: 1m
⏳ 2.7 business days
⚠️
Status: Incomplete by Joseph Whalen Feb 5, 9:40 AM
From: Closed
To: Incomplete
Duration in Previous: 1d 15h
🚨 11.0 business days
📦
▶
2 Parts Requested Feb 20, 9:23 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Gavin Poole
From: Incomplete
To: Awaiting Parts
Duration in Previous: 14d 23h
🚨 10.0 business days
🔩
▶
2 2x Parts Added Mar 5, 4:17 PM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Melissa Barrett
From: Awaiting Parts
To: Reschedule
Duration in Previous: 13d 6h
⏳ 2.8 business days
📅
▶
2 Dispatch Scheduled Mar 9, 7:34 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Jonathan Kuehl
From: Reschedule
To: Scheduled
Duration in Previous: 3d 14h
⏳ 2.0 business days
🔧
Status: Tech On Site by Jonathan Kuehl Mar 10, 8:29 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 0h
🗓️
▶
3 Status: Scheduled Mar 10, 9:22 AM
Status: Scheduled → Dispatch Scheduled → Status: Tech Off Site
📅
Dispatch Scheduled by Jonathan Kuehl
Scheduled For: 2026-03-10T13:00:00.000+0000
🚗
Status: Tech Off Site by Jonathan Kuehl
From: Scheduled
To: Tech Off Site
Duration in Previous: 4m
✔️
▶
2 Status: Completed Mar 10, 9:30 AM
Status: Completed → 3x Labor Added
⏱️
3x Labor Added
Type: Labor, Travel
Status: Open
Qty: 2.0333333333333, 0.95, 108
🏁
Status: Closed by Jonathan Kuehl Mar 10, 9:37 AM
From: Incomplete
To: Closed
Duration in Previous: 7m
⏳ 3.0 business days
💵
Status: Billing Review by Diane Patton Mar 12, 11:04 AM
From: Closed
To: Billing Review
Duration in Previous: 2d 1h
🚨 14.0 business days
🏁
Status: Closed by Dylan Nakoff Mar 31, 2:54 PM
From: Billing Review
To: Closed
Duration in Previous: 19d 3h
📄
▶
3 Status: Ready to Bill Mar 31, 3:21 PM
Status: Ready to Bill → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
🧾
Invoice Created
Invoice Number: SM-257934

Bottlenecks

Assigned
Duration: 1.8 business days (threshold: 4.0 business hours)
Exceeded by 1.3 business days
Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Closed
Duration: 2.1 business days (threshold: 1.0 business days)
Exceeded by 1.1 business days
Awaiting Parts
Duration: 10.0 business days (threshold: 3.0 business days)
Exceeded by 7.0 business days
Reschedule
Duration: 2.3 business days (threshold: 2.0 business days)
Exceeded by 2.7 business hours
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Billing Review
Duration: 14.0 business days (threshold: 2.0 business days)
Exceeded by 12.0 business days

🔗 Related Artifacts

📞
Case 00562760
Closed
📦
Parts Order 00090783
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Repair
Branch
Edge
Technician
Jon Kuehl
Scheduled
Mar 10, 9:00 AM
Created
Jan 28, 10:37 AM
Invoice #
SM-257934

Work Details (8)

Name Type Status Qty Amount Date
WL-03090084 Labor Open 0.53333333333333 $149.00 Feb 3, 6:31 PM
WL-03090085 Labor Open 2.05 $298.00 Feb 3, 6:31 PM
WL-03090086 Travel Open 10 $0.00 Feb 3, 6:31 PM
WL-03132050 Parts Open 1 $58.97 Mar 5, 4:17 PM
WL-03132051 Expenses Open 1 $25.54 Mar 5, 4:17 PM
WL-03136984 Labor Open 2.0333333333333 $149.00 Mar 10, 9:34 AM
WL-03136985 Labor Open 0.95 $149.00 Mar 10, 9:34 AM
WL-03136986 Travel Open 108 $0.00 Mar 10, 9:34 AM

Details