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← WO Overview

WO-01349334 ↗ ServiceMax

HCA Urgent Care • Inspection • PSM

📍 CareNow - Rockwall Goliad — 3090 North Goliad Street, Rockwall TX, 75087

Feb 3, 2026 → Apr 16, 2026

✅ Completed
PSM
SLA Clock
Last business day of February 2026 · Target: Feb 27, 2026
✗ SLA Missed (33 biz days late)
Active: 51 biz days
🕐 Clock stopped: Completed (Apr 16, 2026)
▶ Clock Running
Status: Created
Feb 3 → Feb 3, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 3 → Feb 3, 2026
0 business days (counted)
Running total: 0 of ? biz days used
31d
▶ Clock Running
Status: Assigned
Feb 3 → Mar 19, 2026
31 business days (counted)
Running total: 31 of ? biz days used
▶ Clock Running
Status: Entered
Mar 19 → Mar 19, 2026
0 business days (counted)
Running total: 31 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Mar 19 → Mar 20, 2026
1 business day (counted)
Running total: 32 of ? biz days used
12d
▶ Clock Running
Status: On Hold
Mar 20 → Apr 7, 2026
12 business days (counted)
Running total: 44 of ? biz days used
▶ Clock Running
Status: Assigned
Apr 7 → Apr 7, 2026
0 business days (counted)
Running total: 44 of ? biz days used
7d
▶ Clock Running
Status: Scheduled
Apr 7 → Apr 16, 2026
7 business days (counted)
Running total: 51 of ? biz days used
▶ Clock Running
Status: Tech On Site
Apr 16 → Apr 16, 2026
0 business days (counted)
Running total: 51 of ? biz days used
Created: Feb 3, 2026 Completed: Apr 16, 2026
Show SLA Clock Detail (9 periods)
Period Status Clock Biz Days Running Total
Feb 3 → Feb 3 Created ▶ Running 0 0
Feb 3 → Feb 3 Ready for Scheduling ▶ Running 0 0
Feb 3 → Mar 19 Assigned ▶ Running 31 31
Mar 19 → Mar 19 Entered ▶ Running 0 31
Mar 19 → Mar 20 Ready for Scheduling ▶ Running 1 32
Mar 20 → Apr 7 On Hold ▶ Running 12 44
Apr 7 → Apr 7 Assigned ▶ Running 0 44
Apr 7 → Apr 16 Scheduled ▶ Running 7 51
Apr 16 → Apr 16 Tech On Site ▶ Running 0 51
Dispatch 0.5d
Holding 13.0d (excluded)
Coordinators 41.6d
Field Work 1.1d
✗ SLA Missed
Dispatch
0.5 days
Holding (excluded from total)
13.0 days
Coordinators
41.6 days
Over SLA
Field Work
1.1 days
Created: Feb 3, 2026 Due: Apr 30, 2026 Completed: Apr 16, 2026 (14 days early)
📅
51.9 days Total Age
⏱️
31.5d in Assigned Longest Stage
🔄
10 transitions Status Changes
⚠️
39.1d 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 #00564606
eBiotrack - Automated New Inspection Created
Closed
Inspection: Annual Equipment Electrical Safety Test And Calibration Service 47 pcs https://www.ebiotrack.com/inspection.php?iid=32871
Priority
High
Origin
Email
Reason
New Case
Contact
Nicole Kumjian
Owner
Jessica Sells
Created
Feb 3, 2026
Work Orders from this Case (1)
WO-01349334 (current) Invoiced
Inspection • Zachary Stieben
Created: Feb 3, 2026 • Closed: Apr 16, 2026
Completed with significant delays
Invoiced • 192 days old
🚨
Primary Delay 31.5 days stuck in "Assigned"
⏱️
Total Delay 39.1 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.5d / 0.5d SLA
Ready for Scheduling
2.1d / 1.0d SLA
Assigned
31.5d / 0.5d SLA
On Hold
13.0d
Scheduled
8.0d / 2.0d SLA
Tech On Site
0.3d / 1.0d SLA
Completed
0.8d / 1.0d SLA
Closed
2.3d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

4/7 KKelch called Nicole to schedule for 4/16 between 9 and 11 am. Customer confirmed. 

3/19 KKelch placed on hold due to 3 failed attempts to schedule

3/17 KKelch sent Nicole an email for scheduling

2/23 KKelch sent Nicole an email for scheduling

2/9 KKelch called Nicole to schedule for 4/9 between 9 and 11 am. A message came up that this number is no longer in service, sent email. 

🔧 Work Performed
Inspected 46 pieces of equipment. Completed EBT inspection report.
🔍 Technician Findings
4/16/2026 Zachary Stieben arrived on site. Found 46 pieces of equipment to be inspected.
⚠️ Problem Description
Inspection: Annual Equipment Electrical Safety Test And Calibration Service 47 pcs https://www.ebiotrack.com/inspection.php?iid=32871

Timeline

📞
Case Linked Feb 3, 6:00 AM
Case Number: 00564606
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Feb 3, 12:11 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Technician Assigned Feb 3, 2:48 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2h 37m
🚨 32.0 business days
🆕
Status: Entered by Kaitlyn Kelch Mar 19, 9:41 AM
From: Assigned
To: Entered
Duration in Previous: 43d 17h
📅
Status: Ready for Scheduling by Scott Berry Mar 19, 1:37 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 3h 55m
⏸️
Status: On Hold by Kaitlyn Kelch Mar 20, 9:08 AM
From: Ready for Scheduling
To: On Hold
Duration in Previous: 19h 31m
🚨 13.0 business days
👷
▶
3 Technician Assigned Apr 7, 11:56 AM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Kaitlyn Kelch
From: On Hold, Assigned
To: Assigned, Scheduled
Duration in Previous: 18d 2h, 0m
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-04-16T14:00:00.000+0000
⚠️ 8.0 business days
🔧
Status: Tech On Site by Zachary Stieben Apr 16, 8:59 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 8d 21h
✔️
Status: Completed by Zachary Stieben Apr 16, 11:14 AM
From: Tech On Site
To: Completed
Duration in Previous: 2h 14m
🚗
▶
3 Travel Added Apr 16, 5:54 PM
Travel Added → 2x Labor Added → Status: Closed
⏱️
2x Labor Added
Type: Labor
Status: Open
Qty: 0.5, 2.25
🏁
Status: Closed by Zachary Stieben
From: Completed
To: Closed
Duration in Previous: 6h 44m
⏳ 2.8 business days
📄
Status: Ready to Bill by Diane Patton Apr 20, 10:10 AM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 3d 16h, 0m
⏳ 2.0 business days
🧾
Invoice Created Apr 21, 4:36 PM
Invoice Number: SM-259625

Bottlenecks

Assigned
Duration: 31.5 business days (threshold: 4.0 business hours)
Exceeded by 31.0 business days
Ready for Scheduling
Duration: 1.8 business days (threshold: 1.0 business days)
Exceeded by 6.4 business hours
Scheduled
Duration: 8.0 business days (threshold: 2.0 business days)
Exceeded by 6.0 business days
Closed
Duration: 2.3 business days (threshold: 1.0 business days)
Exceeded by 1.3 business days

🔗 Related Artifacts

📞
Case 00564606
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Zachary Stieben
Scheduled
Apr 16, 10:00 AM
Created
Feb 3, 12:11 PM
Invoice #
SM-259625

Work Details (3)

Name Type Status Qty Amount Date
WL-03189302 Travel Open 14 - Apr 16, 5:54 PM
WL-03189304 Labor Open 0.5 $0.00 Apr 16, 5:57 PM
WL-03189305 Labor Open 2.25 $878.80 Apr 16, 5:57 PM

Details