Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01350847 ↗ ServiceMax

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

📍 Centerwell-Gulfgate — 545 Gulfgate Center Mall, Houston TX, 77087

Feb 10, 2026 → Feb 17, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Feb 13, 2026
✗ SLA Missed (1 biz days late)
Active: 4 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Feb 17, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 10 → Feb 10, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 10 → Feb 10, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Assigned
Feb 10 → Feb 10, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
3d
▶ Clock Running
Status: Scheduled
Feb 10 → Feb 16, 2026
3 business days (counted)
Running total: 3 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Feb 16 → Feb 17, 2026
1 business day (counted)
Running total: 4 of 3 biz days used
▶ Clock Running
Status: Tech Off Site
Feb 17 → Feb 17, 2026
0 business days (counted)
Running total: 4 of 3 biz days used
Created: Feb 10, 2026 Completed: Feb 17, 2026
Business Days Used 4 / 3
0 3d budget +1d over
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Feb 10 → Feb 10 Created ▶ Running 0 0 / 3
Feb 10 → Feb 10 Ready for Scheduling ▶ Running 0 0 / 3
Feb 10 → Feb 10 Assigned ▶ Running 0 0 / 3
Feb 10 → Feb 16 Scheduled ▶ Running 3 3 / 3
Feb 16 → Feb 17 Tech On Site ▶ Running 1 4 / 3
Feb 17 → Feb 17 Tech Off Site ▶ Running 0 4 / 3
Dispatch 0.0d
Coordinators 3.8d
Field Work 0.1d
Incomplete 1.0d (excluded)
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
3.8 days
Over SLA
Field Work
0.1 days
Incomplete (excluded from total)
1.0 days
Billing
0.0 days
Created: Feb 10, 2026 Due: Feb 13, 2026 Completed: Feb 17, 2026 (3 days late)
📅
4.8 days Total Age
⏱️
3.8d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
3.8d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00566764
HCP L2 Review
Closed
I would like to submit a ticket for our EKG machine. I submitted a ticket back in December 2025 in regard to the same issue but was told it would not function with the software we have. We have now updated our software and would like to know if it is possible now to get our EKG machine repaired. This information is from WO-01324536, which was serviced with notes: 12/22 emailed site to advise Midmark is waiting on software version Model: Midmark - IQECG Model Type: EKG Asset ID: 6012164 Serial #: 486925
Priority
Critical
Origin
Email
Reason
New Case
Contact
Regina Yancey
Owner
Virtual Tech
Created
Feb 9, 2026
Work Orders from this Case (1)
WO-01350847 (current) Invoiced
Virtual Tech - Field Repair • Arturo Diaz
Created: Feb 10, 2026 • Closed: Feb 17, 2026
Completed with minor delays
Invoiced • 184 days old
🚨
Primary Delay 3.8 days stuck in "Scheduled"
⏱️
Total Delay 3.8 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
0.0d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
3.8d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Incomplete
1.0d
Closed
3.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/10 KKelch scheduled per logged email from Regina

2/10 KKelch sent an email to Regina for scheduling on 2/16 due to that being FSE's next avail

🔧 Work Performed
- staff reported EKG module working fine, but had internal wires exposed - observed electrical tape wrapped around USB cable to temporarily keep wires from being exposed. - equipment could possibly pose an electrical hazard and needs to be replaced - customer requests quote for replacement and new equipment incoming inspection of new unit
🔍 Technician Findings
Normal equipment conditions
⚠️ Problem Description
Perform full functional testing on ECG and review results with PA or Staff. If Fails we will need to work with Midmark for Depot Repair or check warranty. Model: Midmark - IQECG Model Type: EKG Asset ID: 6012164 Serial #: 486925 https://www.ebiotrack.com/workorder.php?wo=71549

Timeline

📞
Case Linked Feb 9, 4:35 PM
Case Number: 00566764
Subject: HCP L2 Review
Status: Closed
📋
▶
2 Work Order Created Feb 10, 12:27 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Derek Reynolds
From: Entered
To: Ready for Scheduling
Duration in Previous: 1m
👷
▶
4 Status: Assigned Feb 10, 12:45 PM
Status: Assigned → Technician Assigned → Dispatch Scheduled → Status: Scheduled
👷
Technician Assigned by Kaitlyn Kelch
Technician: Arturo Diaz
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-02-16T15:00:00.000+0000
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Assigned
To: Scheduled
Duration in Previous: 4m
⏳ 4.0 business days
⏱️
3x Labor Added Feb 16, 9:48 AM
Type: Labor, Travel
Status: Open
Qty: 1.5, 40
🔧
Status: Tech On Site by Arturo Diaz Feb 16, 9:56 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 21h
⏱️
▶
2 2x Labor Added Feb 16, 7:32 PM
2x Labor Added → Status: Tech Off Site
🚗
Status: Tech Off Site by Arturo Diaz
From: Tech On Site, Completed, Tech Off Site
To: Tech Off Site, Incomplete, Completed
Duration in Previous: 9h 37m, 1m, 0m
✔️
Status: Completed by Wendy Argueta Feb 17, 8:42 AM
From: Incomplete, Completed
To: Completed, Closed
Duration in Previous: 13h 8m, 0m
⏳ 3.0 business days
📄
▶
2 Status: Ready to Bill Feb 19, 1:09 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
🚨 51.0 business days
🧾
Invoice Created Apr 30, 11:33 PM
Invoice Number: SM-254383

Bottlenecks

Scheduled
Duration: 3.8 business days (threshold: 2.0 business days)
Exceeded by 1.8 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00566764
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Arturo Diaz
Scheduled
Feb 16, 10:00 AM
Created
Feb 10, 12:27 PM
Invoice #
SM-254383

Work Details (5)

Name Type Status Qty Amount Date
WL-03106900 Labor Open 1.5 $178.50 Feb 16, 9:48 AM
WL-03106901 Travel Open 40 - Feb 16, 9:48 AM
WL-03106902 Travel Open 40 - Feb 16, 9:48 AM
WL-03107866 Labor Open 1 $119.00 Feb 16, 7:32 PM
WL-03107867 Labor Open 1 $0.00 Feb 16, 7:32 PM

Details