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WO-01349870 ↗ ServiceMax

CenterWell (Humana) • Virtual Tech - Drop Shipment • P3

📍 Centerwell - Columbia — 2738 Decker Blvd, Columbia SC, 29206

Feb 5, 2026 → Mar 17, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Feb 10, 2026
✗ SLA Missed (2 biz days late)
Active: 5 biz days
Paused: 22 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Mar 17, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 5 → Feb 5, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
⏸22d
⏸ Clock Paused
Status: Awaiting Parts
Feb 5 → Mar 10, 2026
22 business days (not counted)
5d
▶ Clock Running
Status: Reschedule
Mar 10 → Mar 17, 2026
5 business days (counted)
Running total: 5 of 3 biz days used
▶ Clock Running
Status: Assigned
Mar 17 → Mar 17, 2026
0 business days (counted)
Running total: 5 of 3 biz days used
Created: Feb 5, 2026 Completed: Mar 17, 2026
Business Days Used 5 / 3
0 3d budget +2d over
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Feb 5 → Feb 5 Created ▶ Running 0 0 / 3
Feb 5 → Mar 10 Awaiting Parts ⏸ Paused 22 —
Mar 10 → Mar 17 Reschedule ▶ Running 5 5 / 3
Mar 17 → Mar 17 Assigned ▶ Running 0 5 / 3
Dispatch 0.0d
Material Management 22.9d
Coordinators 6.0d
Field Work 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
22.9 days
Over SLA
Coordinators
6.0 days
Over SLA
Field Work
0.0 days
Created: Feb 5, 2026 Due: Feb 10, 2026 Completed: Mar 17, 2026 (34 days late)
📅
27.9 days Total Age
⏱️
22.9d in Awaiting Parts Longest Stage
🔄
5 transitions Status Changes
⚠️
25.9d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00565704
L2 review - HCP
Closed
device issue: needs replacement key for device Serial #: N/A
Priority
High
Origin
Phone
Reason
New Case
Contact
Site Manager CWDeckerBlvd
Owner
Virtual Tech
Created
Feb 5, 2026
Work Orders from this Case (1)
WO-01349870 (current) Invoiced
Virtual Tech - Drop Shipment • Virtual Tech
Created: Feb 5, 2026 • Closed: Mar 17, 2026
Completed with significant delays
Invoiced • 189 days old
🚨
Primary Delay 22.9 days stuck in "Awaiting Parts"
⏱️
Total Delay 25.9 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
22.9d / 3.0d SLA
Reschedule
6.0d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
3.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
researched parts needed, ordered and shipped to site
🔍 Technician Findings
researched parts needed, ordered and shipped to site
⚠️ Problem Description
device issue: needs replacement key for device Serial #: N/A https://www.ebiotrack.com/workorder.php?wo=71450

Timeline

📞
Case Linked Feb 5, 11:47 AM
Case Number: 00565704
Subject: L2 review - HCP
Status: Closed
📋
▶
3 Work Order Created Feb 5, 12:09 PM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00089786
Status: Closed
📦
Status: Awaiting Parts by Wendy Argueta
From: Entered
To: Awaiting Parts
Duration in Previous: 0m
🚨 23.0 business days
🔩
▶
2 2x Parts Added Mar 10, 8:50 AM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Melissa Barrett
From: Awaiting Parts
To: Reschedule
Duration in Previous: 32d 19h
⚠️ 6.0 business days
⏱️
▶
4 Labor Added Mar 17, 11:01 AM
Labor Added → Technician Assigned → Status: Assigned → Status: Closed
👷
Technician Assigned by Wendy Argueta
Technician: Virtual Tech
👷
Status: Assigned by Wendy Argueta
From: Reschedule, Assigned
To: Assigned, Completed
Duration in Previous: 7d 2h, 0m
🏁
Status: Closed by Wendy Argueta
From: Completed
To: Closed
Duration in Previous: 0m
⏳ 3.0 business days
📄
▶
2 Status: Ready to Bill Mar 19, 2:28 PM
Status: Ready to Bill → Invoice Created
🧾
Invoice Created
Invoice Number: SM-256973

Bottlenecks

Awaiting Parts
Duration: 22.9 business days (threshold: 3.0 business days)
Exceeded by 19.9 business days
Reschedule
Duration: 6.0 business days (threshold: 2.0 business days)
Exceeded by 4.0 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00565704
Closed
📦
Parts Order 00089786
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Drop Shipment
Branch
Edge
Technician
Virtual Tech
Scheduled
N/A
Created
Feb 5, 12:09 PM
Invoice #
SM-256973

Work Details (3)

Name Type Status Qty Amount Date
WL-03136925 Parts Open 1 $43.35 Mar 10, 8:50 AM
WL-03136926 Expenses Open 1 $12.38 Mar 10, 8:50 AM
WL-03147105 Labor Open 0.16666666666667 $29.75 Mar 17, 11:01 AM

Details