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WO-01350865 ↗ ServiceMax

MOPEC • Repair • P7

📍 Integris Baptist — 3300 NW Expressway, Oklahoma City OK, 73112

Feb 10, 2026 → Feb 13, 2026

✅ Completed
P7
SLA Clock
7 business days from creation · Target: Feb 20, 2026
✓ SLA Met (4 biz days early)
Active: 3 biz days
Budget: 7 biz days
🕐 Clock stopped: Completed (Feb 13, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 10 → Feb 10, 2026
0 business days (counted)
Running total: 0 of 7 biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 10 → Feb 10, 2026
0 business days (counted)
Running total: 0 of 7 biz days used
▶ Clock Running
Status: Assigned
Feb 10 → Feb 10, 2026
0 business days (counted)
Running total: 0 of 7 biz days used
3d
▶ Clock Running
Status: Scheduled
Feb 10 → Feb 13, 2026
3 business days (counted)
Running total: 3 of 7 biz days used
0d
▶ Clock Running
Status: Tech On Site
Feb 13 → Feb 13, 2026
0 business days (counted)
Running total: 3 of 7 biz days used
Created: Feb 10, 2026 Completed: Feb 13, 2026
Business Days Used 3 / 7
0 7d budget
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Feb 10 → Feb 10 Created ▶ Running 0 0 / 7
Feb 10 → Feb 10 Ready for Scheduling ▶ Running 0 0 / 7
Feb 10 → Feb 10 Assigned ▶ Running 0 0 / 7
Feb 10 → Feb 13 Scheduled ▶ Running 3 3 / 7
Feb 13 → Feb 13 Tech On Site ▶ Running 0 3 / 7
Dispatch 0.0d
Coordinators 3.7d
Field Work 0.9d
Billing 13.1d
✓ SLA Met
Dispatch
0.0 days
Coordinators
3.7 days
Over SLA
Field Work
0.9 days
Billing
13.1 days
Over SLA
Created: Feb 10, 2026 Due: Feb 19, 2026 Completed: Feb 13, 2026 (6 days early)
📅
3.7 days Total Age
⏱️
13.1d in Billing Review Longest Stage
🔄
8 transitions Status Changes
⚠️
12.7d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
10 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00565286
Integris Baptist (needs quote)
Closed
Q-00032388 Repair/Replace lift system on MB600 Grossing stationMake / Model: MB600 No SN provided Are Parts Required for Service: Yes Are Parts Required for Service: 5 ETA for Part Arrival: 2/7/26 Site POC Austin Atkins (on our system) *Parts will arrive 2/11, Mopec is asking to expedite this service request to be completed by Friday 2/13
Priority
Critical
Origin
Email
Reason
New Case
Contact
Nick Milanovic
Owner
Shelby Robinson
Created
Feb 4, 2026
Work Orders from this Case (1)
WO-01350865 (current) Invoiced
Repair • Darrell Hendrix
Created: Feb 10, 2026 • Closed: Feb 13, 2026
Completed with significant delays
Invoiced • 184 days old
🚨
Primary Delay 13.1 days stuck in "Billing Review"
⏱️
Total Delay 12.7 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
0.2d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
3.5d / 2.0d SLA
Tech On Site
0.9d / 1.0d SLA
Closed
1.2d / 1.0d SLA
Billing Review
13.1d / 2.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

@Diane Patton​ Pls bill Mopec full amount. Approval email attached

2/17/26 Dpatton - Quote & PO is for $561 but total Billing Amount is $1628.50

2/10 KKelch Austin called me back to schedule for 2/13 between 9 and 11 am. Customer confirmed. The unit is on the second floor in pathology

2/10 KKelch called Austin to schedule for 2/13 between 9 and 11 am due to that being FSE's next available. Left VM. 

🔧 Work Performed
I Darrell Hendrix and Christopher Womack arrived on location to install lift system in a MB600 unit. We then removed the ront stainless steel panel on the front of the unit. We then removed the comment or the lift system and installed new motors and control module and new up/down switch. After the installIon we then function tested the unit and unit passed all test. We then had customer contact Nick function tested the unit and uit also passed all test. Front covers where placed back open the unit and unit was placed back into service
🔍 Technician Findings
Found table dead
⚠️ Problem Description
Q-00032388 Repair/Replace lift system on MB600 Grossing stationMake / Model: MB600 No SN provided Are Parts Required for Service: Yes Are Parts Required for Service: 5 ETA for Part Arrival: 2/7/26 Site POC Austin Atkins (on our system) *Parts will arrive 2/11, Mopec is asking to expedite this service request to be completed by Friday 2/13

Timeline

📞
Case Linked Feb 4, 1:05 PM
Case Number: 00565286
Subject: Integris Baptist (needs quote)
Status: Closed
⚠️ 5.0 business days
📋
▶
3 Work Order Created Feb 10, 1:06 PM
Work Order Created → Expenses Added → Status: Ready for Scheduling
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
📅
Status: Ready for Scheduling by Shelby Robinson
From: Entered
To: Ready for Scheduling
Duration in Previous: 3m
👷
▶
2 Technician Assigned Feb 10, 2:35 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1h 25m
📅
▶
2 Dispatch Scheduled Feb 10, 2:50 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Assigned
To: Scheduled
Duration in Previous: 14m
⏳ 4.0 business days
🔧
Status: Tech On Site by Christopher Womack Feb 13, 10:16 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 19h
⏱️
9x Labor Added Feb 13, 5:23 PM
Type: Labor, Travel, Expenses
Status: Open
Qty: 0.75, 4, 4.5, 32, 235, 1
✔️
Status: Completed by Darrell Hendrix Feb 13, 5:44 PM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 7h 27m, 0m
⏳ 1.8 business days
💵
Status: Billing Review by Diane Patton Feb 17, 6:28 PM
From: Closed
To: Billing Review
Duration in Previous: 4d 0h
🚨 13.7 business days
📄
▶
3 Status: Ready to Bill Mar 6, 3:13 PM
Status: Ready to Bill → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🧾
Invoice Created
Invoice Number: SM-255912

Bottlenecks

Scheduled
Duration: 3.5 business days (threshold: 2.0 business days)
Exceeded by 1.5 business days
Closed
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.3 business hours
Billing Review
Duration: 13.1 business days (threshold: 2.0 business days)
Exceeded by 11.1 business days

🔗 Related Artifacts

📞
Case 00565286
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P7
Type
Repair
Branch
Corporate
Technician
Darrell Hendrix
Scheduled
Feb 13, 10:00 AM
Created
Feb 10, 1:06 PM
Invoice #
SM-255912

Work Details (10)

Name Type Status Qty Amount Date
WL-03099183 Expenses Open 1 $0.00 Feb 10, 1:06 PM
WL-03105649 Labor Open 0.75 $0.00 Feb 13, 5:23 PM
WL-03105650 Labor Open 4 $476.00 Feb 13, 5:23 PM
WL-03105651 Labor Open 4.5 $0.00 Feb 13, 5:23 PM
WL-03105652 Labor Open 4 $476.00 Feb 13, 5:23 PM
WL-03105653 Labor Open 4.5 $0.00 Feb 13, 5:23 PM
WL-03105654 Travel Open 32 $155.00 Feb 13, 5:23 PM
WL-03105655 Travel Open 235 $470.00 Feb 13, 5:23 PM
WL-03105656 Travel Open 235 $0.00 Feb 13, 5:23 PM
WL-03105657 Expenses Open 1 $0.00 Feb 13, 5:23 PM

Details