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WO-01349393 ↗ ServiceMax

CenterWell (Humana) • Virtual Tech - Field Repair • P3

📍 Centerwell - Smyrna — 405 Sam Ridley Parkway West, Smyrna TN, 37167

Feb 3, 2026 → Mar 5, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Feb 6, 2026
✗ SLA Missed
Active: 3 biz days
Paused: 18 biz days
Budget: 3 biz days
🕐 Clock stopped: Invoiced (Mar 5, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 3 → Feb 3, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
⏸18d
⏸ Clock Paused
Status: Awaiting Parts
Feb 3 → Mar 2, 2026
18 business days (not counted)
▶ Clock Running
Status: Reschedule
Mar 2 → Mar 2, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Assigned
Mar 2 → Mar 2, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
3d
▶ Clock Running
Status: Scheduled
Mar 2 → Mar 5, 2026
3 business days (counted)
Running total: 3 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Mar 5 → Mar 5, 2026
0 business days (counted)
Running total: 3 of 3 biz days used
▶ Clock Running
Status: Completed
Mar 5 → Mar 5, 2026
0 business days (counted)
Running total: 3 of 3 biz days used
▶ Clock Running
Status: Incomplete
Mar 5 → Mar 5, 2026
0 business days (counted)
Running total: 3 of 3 biz days used
Created: Feb 3, 2026 Invoiced: Mar 5, 2026
Business Days Used 3 / 3
0 3d budget
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Feb 3 → Feb 3 Created ▶ Running 0 0 / 3
Feb 3 → Mar 2 Awaiting Parts ⏸ Paused 18 —
Mar 2 → Mar 2 Reschedule ▶ Running 0 0 / 3
Mar 2 → Mar 2 Assigned ▶ Running 0 0 / 3
Mar 2 → Mar 5 Scheduled ▶ Running 3 3 / 3
Mar 5 → Mar 5 Tech On Site ▶ Running 0 3 / 3
Mar 5 → Mar 5 Completed ▶ Running 0 3 / 3
Mar 5 → Mar 5 Incomplete ▶ Running 0 3 / 3
Dispatch 0.0d
Material Management 18.6d
Coordinators 4.2d
Field Work 0.1d
Incomplete 0.0d (excluded)
✗ SLA Missed
Dispatch
0.0 days
Material Management
18.6 days
Over SLA
Coordinators
4.2 days
Over SLA
Field Work
0.1 days
Incomplete (excluded from total)
0.0 days
Created: Feb 3, 2026 Due: Mar 5, 2026 Completed: Mar 5, 2026 (on time)
📅
21.6 days Total Age
⏱️
18.6d in Awaiting Parts Longest Stage
🔄
8 transitions Status Changes
⚠️
21.0d over Total Delay
📦
1 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 #00564881
SCALE IS SHOWING BATTERY ERROR CODE
Closed
Can we get a technician to come look at the patient scale, it is showing error code BATT. I tried to scan the QR code but it will not registering. A lot of the QR codes will not scan this year. The QR code is smudge and will not scan Scale QR code is 6346010 Thank you Joanne Hersey Joanne Hersey Center Administrator CenterWell Smyrna 405 Sam Ridley Pkwy W, Smyrna,TN 37167 O 615-257-6027 JHersey3@centerwell.com CenterWellPrimaryCare.com [icon] CenterWell Senior Primary Care [cid:image002.jpg@01DC950E.CAB5DFF0] [A blue and white logo with a white star AI-generated content may be incorrect.] The information transmitted is intended only for the person or entity to which it is addressed and may contain CONFIDENTIAL material. If you receive this material/information in error, please contact the sender and delete or destroy the material/information. Humana Inc. and its subsidiaries comply with applicable Federal civil rights laws and do not discriminate on the basis of race, color, national origin, ancestry, age, disability, sex, marital status, gender, sexual orientation, gender identity, or religion. Humana Inc. and its subsidiaries do not exclude people or treat them differently because of race, color, national origin, ancestry, age, disability, sex, marital status, gender, sexual orientation, gender identity, or religion. English: ATTENTION: If you do not speak English, language assistance services, free of charge, are available to you. Call 1‐877‐320‐1235 (TTY: 711). Español (Spanish): ATENCIÓN: Si habla español, tiene a su disposición servicios gratuitos de asistencia lingüística. Llame al 1‐877‐320‐1235 (TTY: 711). 繁體中文(Chinese):注意:如果您使用繁體中文,您可以免費獲得語言援助 服務。請致電 1‐877‐320‐1235 (TTY: 711)。 Kreyòl Ayisyen (Haitian Creole): ATANSION: Si w pale Kreyòl Ayisyen, gen sèvis èd pou lang ki disponib gratis pou ou. Rele 1‐877‐320‐1235 (TTY: 711). Polski (Polish): UWAGA: Jeżeli mówisz po polsku, możesz skorzystać z bezpłatnej pomocy językowej. Zadzwoń pod numer 1‐877‐320‐1235 (TTY: 711). 한국어 (Korean): 주의: 한국어를 사용하시는 경우, 언어 지원 서비스를 무료로 이용하실 수 있습니다. 1‐877‐320‐1235 (TTY: 711)번으로 전화해 주십시오.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Joanne Hersey
Owner
Virtual Tech
Created
Feb 3, 2026
Work Orders from this Case (1)
WO-01349393 (current) Invoiced
Virtual Tech - Field Repair • Michael Swingle
Created: Feb 3, 2026 • Closed: Mar 5, 2026
Completed with significant delays
Invoiced • 191 days old
🚨
Primary Delay 18.6 days stuck in "Awaiting Parts"
⏱️
Total Delay 21.0 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
Awaiting Parts
18.6d / 3.0d SLA
Reschedule
0.4d / 2.0d SLA
Assigned
0.3d / 0.5d SLA
Scheduled
3.4d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Incomplete
0.0d
Closed
5.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

3/5/26 SReich - Created case 00574733 for follow up.


3/4/26 RBerry- Updated due date based on parts. Parts delivered on 2/20 but WO was not released to ASC until 3/2. Removed delay code.



3/2 MOwens Joanne replied back that 3/5 in the morning works to schedule the repair visit. Eta between 8-9am.

3/2 MOwens Sent email to Joanne Hersey asking about scheduling the repair visit for this week.

🔧 Work Performed
I found batteries were low. Rechargeable battery pack sent was not the correct one for this unit. I replaced the AA batteries and tested unit. Unit does not have a power cord for this unit and would like one ordered. Part # for the power adaptor is 4010000009. The rechargeable battery pack was not used.
🔍 Technician Findings
I arrived on site to change out battery pack.
⚠️ Problem Description
Can we get a technician to come look at the patient scale, it is showing error code BATT. I tried to scan the QR code but it will not registering. A lot of the QR codes will not scan this year. The QR code is smudge and will not scan Scale QR code is 6346010 Thank you Joanne Hersey Joanne Hersey Center Administrator CenterWell Smyrna 405 Sam Ridley Pkwy W, Smyrna,TN 37167 O 615-257-6027 JHersey3@centerwell.com CenterWellPrimaryCare.com [icon] CenterWell Senior Primary Care [cid:image002.jpg@01DC950E.CAB5DFF0] [A blue and white logo with a white star AI-generated content may be incorrect.] The information transmitted is intended only for the person or entity to which it is addressed and may contain CONFIDENTIAL material. If you receive this material/information in error, please contact the sender and delete or destroy the material/information. Humana Inc. and its subsidiaries comply with applicable Federal civil rights laws and do not discriminate on the basis of race, color, national origin, ancestry, age, disability, sex, marital status, gender, sexual orientation, gender identity, or religion. Humana Inc. and its subsidiaries do not exclude people or treat them differently because of race, color, national origin, ancestry, age, disability, sex, marital status, gender, sexual orientation, gender identity, or religion. English: ATTENTION: If you do not speak English, language assistance services, free of charge, are available to you. Call 1‐877‐320‐1235 (TTY: 711). Español (Spanish): ATENCIÓN: Si habla español, tiene a su disposición servicios gratuitos de asistencia lingüística. Llame al 1‐877‐320‐1235 (TTY: 711). 繁體中文(Chinese):注意:如果您使用繁體中文,您可以免費獲得語言援助 服務。請致電 1‐877‐320‐1235 (TTY: 711)。 Kreyòl Ayisyen (Haitian Creole): ATANSION: Si w pale Kreyòl Ayisyen, gen sèvis èd pou lang ki disponib gratis pou ou. Rele 1‐877‐320‐1235 (TTY: 711). Polski (Polish): UWAGA: Jeżeli mówisz po polsku, możesz skorzystać z bezpłatnej pomocy językowej. Zadzwoń pod numer 1‐877‐320‐1235 (TTY: 711). 한국어 (Korean): 주의: 한국어를 사용하시는 경우, 언어 지원 서비스를 무료로 이용하실 수 있습니다. 1‐877‐320‐1235 (TTY: 711)번으로 전화해 주십시오. https://www.ebiotrack.com/workorder.php?wo=71352

Timeline

📞
Case Linked Feb 3, 2:13 PM
Case Number: 00564881
Subject: SCALE IS SHOWING BATTERY ERROR CODE
Status: Closed
📋
▶
3 Work Order Created Feb 3, 2:24 PM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00089592
Status: Closed
📦
Status: Awaiting Parts by Derek Reynolds
From: Entered
To: Awaiting Parts
Duration in Previous: 3m
🚨 19.0 business days
💵
▶
2 Expenses Added Mar 2, 9:37 AM
Expenses Added → Status: Reschedule
🔄
Status: Reschedule by John Rolston
From: Awaiting Parts
To: Reschedule
Duration in Previous: 26d 19h
👷
▶
2 Technician Assigned Mar 2, 1:00 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Reschedule
To: Assigned
Duration in Previous: 3h 22m
🗓️
▶
2 Status: Scheduled Mar 2, 3:27 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2026-03-05T14:00:00.000+0000
⏳ 4.0 business days
🔧
Status: Tech On Site by MICHAEL SWINGLE Mar 5, 9:52 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 18h
🚗
Travel Added Mar 5, 10:30 AM
Type: Travel
Status: Open
Qty: 59
⏱️
▶
2 2x Labor Added Mar 5, 10:59 AM
2x Labor Added → Status: Completed
✔️
Status: Completed by MICHAEL SWINGLE
From: Tech On Site, Completed
To: Completed, Incomplete
Duration in Previous: 1h 10m
🏁
Status: Closed by MICHAEL SWINGLE Mar 5, 11:06 AM
From: Incomplete
To: Closed
Duration in Previous: 3m
⚠️ 5.0 business days
🔩
▶
3 Parts Added Mar 11, 5:08 PM
Parts Added → Status: Ready to Bill → Invoice Created
📄
Status: Ready to Bill by Diane Patton
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 6d 5h, 0m
🧾
Invoice Created
Invoice Number: SM-256252

Bottlenecks

Awaiting Parts
Duration: 18.6 business days (threshold: 3.0 business days)
Exceeded by 15.6 business days
Scheduled
Duration: 3.4 business days (threshold: 2.0 business days)
Exceeded by 1.4 business days
Closed
Duration: 5.0 business days (threshold: 1.0 business days)
Exceeded by 4.0 business days

🔗 Related Artifacts

📞
Case 00564881
Closed
📦
Parts Order 00089592
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Michael Swingle
Scheduled
Mar 5, 9:00 AM
Created
Feb 3, 2:24 PM
Invoice #
SM-256252

Work Details (5)

Name Type Status Qty Amount Date
WL-03125791 Expenses Open 1 $0.00 Mar 2, 9:37 AM
WL-03131298 Travel Open 59 - Mar 5, 10:30 AM
WL-03131329 Labor Open 1.3333333333333 $178.50 Mar 5, 10:59 AM
WL-03131330 Labor Open 1.15 $148.75 Mar 5, 10:59 AM
WL-03139904 Parts Open 1 $8.09 Mar 11, 5:08 PM

Details