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← WO Overview

WO-01350500 ↗ ServiceMax

Carelon • Virtual Tech - Field Repair • P3

📍 Carelon - CA-Downey Specialty — 10000 Lakewood Blvd., Downey CA, 90240-4020

Feb 9, 2026 → Feb 26, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Feb 12, 2026
✗ SLA Missed (7 biz days late)
Active: 10 biz days
Paused: 3 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Feb 27, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 9 → Feb 9, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 9 → Feb 9, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Assigned
Feb 9 → Feb 10, 2026
1 business day (counted)
Running total: 1 of 3 biz days used
▶ Clock Running
Status: Scheduled
Feb 10 → Feb 11, 2026
1 business day (counted)
Running total: 2 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Feb 11 → Feb 11, 2026
0 business days (counted)
Running total: 2 of 3 biz days used
▶ Clock Running
Status: Completed
Feb 11 → Feb 11, 2026
0 business days (counted)
Running total: 2 of 3 biz days used
▶ Clock Running
Status: Closed
Feb 11 → Feb 11, 2026
0 business days (counted)
Running total: 2 of 3 biz days used
▶ Clock Running
Status: Incomplete
Feb 11 → Feb 11, 2026
0 business days (counted)
Running total: 2 of 3 biz days used
⏸3d
⏸ Clock Paused
Status: Awaiting Parts
Feb 11 → Feb 17, 2026
3 business days (not counted)
▶ Clock Running
Status: Reschedule
Feb 17 → Feb 17, 2026
0 business days (counted)
Running total: 2 of 3 biz days used
3d
▶ Clock Running
Status: Assigned
Feb 17 → Feb 20, 2026
3 business days (counted)
Running total: 5 of 3 biz days used
5d
▶ Clock Running
Status: Scheduled
Feb 20 → Feb 27, 2026
5 business days (counted)
Running total: 10 of 3 biz days used
Created: Feb 9, 2026 Completed: Feb 27, 2026
Business Days Used 10 / 3
0 3d budget +7d over
Show SLA Clock Detail (12 periods)
Period Status Clock Biz Days Running Total
Feb 9 → Feb 9 Created ▶ Running 0 0 / 3
Feb 9 → Feb 9 Ready for Scheduling ▶ Running 0 0 / 3
Feb 9 → Feb 10 Assigned ▶ Running 1 1 / 3
Feb 10 → Feb 11 Scheduled ▶ Running 1 2 / 3
Feb 11 → Feb 11 Tech On Site ▶ Running 0 2 / 3
Feb 11 → Feb 11 Completed ▶ Running 0 2 / 3
Feb 11 → Feb 11 Closed ▶ Running 0 2 / 3
Feb 11 → Feb 11 Incomplete ▶ Running 0 2 / 3
Feb 11 → Feb 17 Awaiting Parts ⏸ Paused 3 —
Feb 17 → Feb 17 Reschedule ▶ Running 0 2 / 3
Feb 17 → Feb 20 Assigned ▶ Running 3 5 / 3
Feb 20 → Feb 27 Scheduled ▶ Running 5 10 / 3
Dispatch 0.0d
Material Management 4.0d
Coordinators 11.6d
Field Work 0.6d
Incomplete 1.0d (excluded)
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
4.0 days
Over SLA
Coordinators
11.6 days
Over SLA
Field Work
0.6 days
Incomplete (excluded from total)
1.0 days
Billing
0.0 days
Created: Feb 9, 2026 Due: Feb 23, 2026 Completed: Feb 27, 2026 (3 days late)
📅
13.3 days Total Age
⏱️
5.0d in Scheduled Longest Stage
🔄
15 transitions Status Changes
⚠️
9.7d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
11 lines Work Details
🏠
2 visits On-Site Trips
📋
Coordinator Scheduling
🔄
2 On-Site Visits (1 reschedule)
2 on-site visits — follow-up trip required
Visit 1 Feb 10, 2026
Visit 2 Feb 26, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00566345
FW: WOT0224725 - FSM Work Order task has been Assigned to you
Closed
Troubleshoot:Exam table in room 14 won't stay up and it's leaking oil. Number: WOT0224725 Parent: WO0229080 Location: CA-DOWNEY 10000 LAKEWOOD BLVD Short Description: Break Fix Request - Common Areas - Common Area Furniture for Perez Ceballos, Gabriela Description: Requester: Perez Ceballos, Gabriela On Behalf of: Perez Ceballos, Gabriela Location: CA-DOWNEY 10000 LAKEWOOD BLVD Floor: 1 Space/Number Description: Core side of CCC Description: Exam table in room 14 won't stay up and it's leaking oil.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Gabriela Perez Ceballos
Owner
Virtual Tech
Created
Feb 6, 2026
Work Orders from this Case (1)
WO-01350500 (current) Invoiced
Virtual Tech - Field Repair • Rene Yescas
Created: Feb 9, 2026 • Closed: Feb 26, 2026
Completed with minor delays
Invoiced • 186 days old
🚨
Primary Delay 5.0 days stuck in "Scheduled"
⏱️
Total Delay 9.7 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
0.8d / 1.0d SLA
Assigned
4.7d / 0.5d SLA
Scheduled
6.1d / 2.0d SLA
Tech On Site
0.5d / 1.0d SLA
Completed
0.1d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Incomplete
1.0d
Awaiting Parts
4.0d / 3.0d SLA
Reschedule
0.0d / 2.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2-20 Mburris email sent to adjust appointment

2/20/26 RBerry- Sent teams message to ASC: WO-01350500- Can you try to schedule this for 2/23 after WO-01351130 so we can meet the SLA? The inspection will need to be rescheduled. I see that Rene has 2/27 available. 


2-20 Mburris call from POC Marlena to set 2-26 9am

2/18/26 SReich

Your shipment

1ZE444250370597107

Estimated delivery

Today, February 18, between 10:30 A.M. - 12:30 P.M.


02/12/2026 SRobinson- Order No: 755018


Customer PO No: PO016223


Customer: EMSAR Inc


Ship To Name: Carelon Downey Specialty


Ship To Address: 10000 Lakewood Blvd    


Ship To City/State: Downey, CA 90240


Waybill (Tracking #): 1ZE444250370597107


Carrier: UPS-Parcel-Ground


The following items have shipped from Midmark Corporation on: 12-FEB-2026


LINE NO: 1.1 QTY: 1 ITEM: CHRG-FRT SERIAL #: DESCRIPTION: FREIGHT


LINE NO: 2.1 QTY: 2 ITEM: 002-1933-00 SERIAL #: DESCRIPTION: KIT, HI-LO ACTUATOR CAP


LINE NO: 3.1 QTY: 2 ITEM: 016-1625-00 SERIAL #: DESCRIPTION: LOCKING GAS SPRING


2-10 Mburris called set with Gabriela for 2-10 1pm 

🔧 Work Performed
Arrived on site and checked in with check in staff and informed them I was their to repair unit. Poc meet me in lobby and escorted me to unit and informed me of issue. Removed top portion of gas spring cap to determine if issue was with hardware. After some troubleshooting determined issue was with gas spring. New gas spring needed and will place order. when informing POC she insisted another table had same issue but no one returned with parts. I got asset ID number ad advised I would inform emsar and get proper parts ordered.2nd visit RY removed covers to get to gas spring,removed bad gas spring and bad actuator cap,installed new gas spring and cap,put covers back on,backrest test ok,repair complete.
🔍 Technician Findings
Customer states that unit back does not stay up and keeps falling
⚠️ Problem Description
Troubleshoot:Exam table in room 14 won't stay up and it's leaking oil. Number: WOT0224725 Parent: WO0229080 Location: CA-DOWNEY 10000 LAKEWOOD BLVD Short Description: Break Fix Request - Common Areas - Common Area Furniture for Perez Ceballos, Gabriela Description: Requester: Perez Ceballos, Gabriela On Behalf of: Perez Ceballos, Gabriela Location: CA-DOWNEY 10000 LAKEWOOD BLVD Floor: 1 Space/Number Description: Core side of CCC Description: Exam table in room 14 won't stay up and it's leaking oil. https://www.ebiotrack.com/workorder.php?wo=71515

Timeline

📞
Case Linked Feb 6, 7:01 PM
Case Number: 00566345
Subject: FW: WOT0224725 - FSM Work Order task has been Assigned to you
Status: Closed
⏳ 1.6 business days
📋
▶
2 Work Order Created Feb 9, 9:33 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Derek Reynolds
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Technician Assigned Feb 9, 4:00 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 6h 26m
🗓️
▶
2 Status: Scheduled Feb 10, 10:57 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-02-10T21:00:00.000+0000, 2026-02-10T20:30:00.000+0000
🔧
Status: Tech On Site by Omar Serrano Feb 10, 7:16 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 8h 19m
✔️
Status: Completed by Omar Serrano Feb 10, 11:24 PM
From: Tech On Site
To: Completed
Duration in Previous: 4h 8m
⏱️
▶
3 5x Labor Added Feb 10, 11:44 PM
5x Labor Added → Status: Closed → Status: Incomplete
🏁
Status: Closed by Omar Serrano
From: Completed
To: Closed
Duration in Previous: 20m
⚠️
Status: Incomplete by Omar Serrano
From: Closed
To: Incomplete
Duration in Previous: 3m
📦
▶
2 Parts Requested Feb 11, 8:19 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Wendy Argueta
From: Incomplete
To: Awaiting Parts
Duration in Previous: 8h 30m
⏳ 4.0 business days
🔩
▶
2 3x Parts Added Feb 17, 4:14 PM
3x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Melissa Barrett
From: Awaiting Parts
To: Reschedule
Duration in Previous: 6d 7h
👷
▶
2 Technician Assigned Feb 17, 4:24 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Reschedule
To: Assigned
Duration in Previous: 10m
⏳ 3.9 business days
🗓️
▶
2 Status: Scheduled Feb 20, 12:58 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-02-26T17:00:00.000+0000
⏳ 4.0 business days
📅
Dispatch Scheduled by Michael Burris Feb 25, 9:20 AM
Scheduled For: 2026-02-26T16:30:00.000+0000
⏳ 2.0 business days
⏱️
▶
2 3x Labor Added Feb 26, 9:08 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Rene Yescas
From: Scheduled
To: Completed
Duration in Previous: 6d 8h
🏁
Status: Closed by Rene Yescas Feb 26, 9:16 PM
From: Completed
To: Closed
Duration in Previous: 4m
⏳ 3.3 business days
📄
▶
3 Status: Ready to Bill Mar 3, 1:37 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-255479

Bottlenecks

Assigned
Duration: 1.4 business days (threshold: 4.0 business hours)
Exceeded by 7.0 business hours
Awaiting Parts
Duration: 4.0 business days (threshold: 3.0 business days)
Exceeded by 1.0 business days
Assigned
Duration: 3.3 business days (threshold: 4.0 business hours)
Exceeded by 2.8 business days
Scheduled
Duration: 5.0 business days (threshold: 2.0 business days)
Exceeded by 3.0 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00566345
Closed
📦
Parts Order 00090111
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
N/A
Technician
Rene Yescas
Scheduled
Feb 26, 11:30 AM
Created
Feb 9, 9:33 AM
Invoice #
SM-255479

Work Details (11)

Name Type Status Qty Amount Date
WL-03100523 Labor Open 1.5 $223.50 Feb 10, 11:44 PM
WL-03100524 Labor Open 1 $149.00 Feb 10, 11:44 PM
WL-03100525 Labor Open 1 $0.00 Feb 10, 11:44 PM
WL-03100526 Travel Open 40 - Feb 10, 11:44 PM
WL-03100527 Travel Open 20 - Feb 10, 11:44 PM
WL-03108968 Parts Open 2 $183.60 Feb 17, 4:14 PM
WL-03108969 Parts Open 2 $461.70 Feb 17, 4:14 PM
WL-03108970 Expenses Open 1 $29.03 Feb 17, 4:14 PM
WL-03122311 Labor Open 0.5 $74.50 Feb 26, 9:08 PM
WL-03122312 Labor Open 2 $298.00 Feb 26, 9:08 PM
WL-03122313 Travel Open 5 - Feb 26, 9:08 PM

Details