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WO-01351058 ↗ ServiceMax

HCA Urgent Care • Repair • P3

📍 Carenow - Prosper West (UCCD.DFWOperations@HCAHealthcare.com) #21554 — 4530 W. University Drive, Prosper TX, 75078

Feb 11, 2026 → Feb 26, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Feb 17, 2026
✗ SLA Missed (2 biz days late)
Active: 5 biz days
Paused: 5 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Feb 26, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 11 → Feb 11, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: L2 Screening
Feb 11 → Feb 11, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
⏸5d
⏸ Clock Paused
Status: Awaiting Parts
Feb 11 → Feb 19, 2026
5 business days (not counted)
▶ Clock Running
Status: Reschedule
Feb 19 → Feb 20, 2026
1 business day (counted)
Running total: 1 of 3 biz days used
1d
▶ Clock Running
Status: Assigned
Feb 20 → Feb 23, 2026
1 business day (counted)
Running total: 2 of 3 biz days used
3d
▶ Clock Running
Status: Scheduled
Feb 23 → Feb 26, 2026
3 business days (counted)
Running total: 5 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Feb 26 → Feb 26, 2026
0 business days (counted)
Running total: 5 of 3 biz days used
Created: Feb 11, 2026 Completed: Feb 26, 2026
Business Days Used 5 / 3
0 3d budget +2d over
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Feb 11 → Feb 11 Created ▶ Running 0 0 / 3
Feb 11 → Feb 11 L2 Screening ▶ Running 0 0 / 3
Feb 11 → Feb 19 Awaiting Parts ⏸ Paused 5 —
Feb 19 → Feb 20 Reschedule ▶ Running 1 1 / 3
Feb 20 → Feb 23 Assigned ▶ Running 1 2 / 3
Feb 23 → Feb 26 Scheduled ▶ Running 3 5 / 3
Feb 26 → Feb 26 Tech On Site ▶ Running 0 5 / 3
Dispatch 0.3d
Material Management 5.7d
Coordinators 8.0d
Field Work 0.3d
Billing 0.0d
✗ SLA Missed
Dispatch
0.3 days
Material Management
5.7 days
Over SLA
Coordinators
8.0 days
Over SLA
Field Work
0.3 days
Billing
0.0 days
Created: Feb 11, 2026 Due: Feb 23, 2026 Completed: Feb 26, 2026 (2 days late)
📅
11.0 days Total Age
⏱️
5.7d in Awaiting Parts Longest Stage
🔄
10 transitions Status Changes
⚠️
9.1d 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 #00567025
NO Quote needed per SMC Follow up to WO-01328259
Closed
Follow up to WO-01328259 Inspection #: 32161 Asset ID: 13179356 Serial #: 5000085253 Model: Health O Meter - 500KL Notes: Performed linear calibration check. Scale passed within +/- 1lbs or 1% whichever is greater. 25lbs = 25lbs (Weight used / Test Results) Noticeable physical damage on device Reviewed service with customer, quote needed Parts Needed- Emsar to follow up with quote for needed replacement part. Height bar assembly is broken. Customer request a new height bar. Pictures attached to EBT 1 height rod, 500KLROD
Priority
High
Origin
Email
Reason
New Case
Contact
Keith Linton
Owner
Jessica Sells
Created
Feb 10, 2026
Work Orders from this Case (1)
WO-01351058 (current) Invoiced
Repair • Zachary Stieben
Created: Feb 11, 2026 • Closed: Feb 26, 2026
Completed with minor delays
Invoiced • 183 days old
🚨
Primary Delay 5.7 days stuck in "Awaiting Parts"
⏱️
Total Delay 9.1 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
L2 Screening
0.3d / 1.0d SLA
Awaiting Parts
5.7d / 3.0d SLA
Reschedule
2.0d / 2.0d SLA
Assigned
2.0d / 0.5d SLA
Scheduled
4.0d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Completed
0.3d / 1.0d SLA
Closed
3.9d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/23 KKelch called Keith to schedule for 2/26 between 9 and 11 am. Customer confirmed. 

2/21/26 RBerry- Updated due date based on parts. Removed delay code.

🔧 Work Performed
Installed new height bar. Unit function tested and passed. Unit returned to service.
🔍 Technician Findings
2/26/2026 Zachary Stieben arrived on site. Found Healthometer scale Asset ID: 13179356 height bar non functional.
⚠️ Problem Description
Follow up to WO-01328259 Inspection #: 32161 Asset ID: 13179356 Serial #: 5000085253 Model: Health O Meter - 500KL Notes: Performed linear calibration check. Scale passed within +/- 1lbs or 1% whichever is greater. 25lbs = 25lbs (Weight used / Test Results) Noticeable physical damage on device Reviewed service with customer, quote needed Parts Needed- Emsar to follow up with quote for needed replacement part. Height bar assembly is broken. Customer request a new height bar. Pictures attached to EBT 1 height rod, 500KLROD https://www.ebiotrack.com/workorder.php?wo=71583

Timeline

📞
Case Linked Feb 10, 11:51 AM
Case Number: 00567025
Subject: NO Quote needed per SMC Follow up to WO-01328259
Status: Closed
📋
▶
2 Work Order Created Feb 11, 10:36 AM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Jessica Sells
From: Entered
To: L2 Screening
Duration in Previous: 0m
📦
▶
2 Parts Requested Feb 11, 1:19 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Keith Weiss
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 2h 41m
⚠️ 6.0 business days
🔩
▶
2 2x Parts Added Feb 19, 8:20 AM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Melissa Barrett
From: Awaiting Parts
To: Reschedule
Duration in Previous: 7d 19h
⏳ 2.0 business days
👷
▶
2 Technician Assigned Feb 20, 9:51 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Reschedule
To: Assigned
Duration in Previous: 1d 1h
⏳ 2.0 business days
🗓️
▶
2 Status: Scheduled Feb 23, 9:19 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-02-26T15:00:00.000+0000
⏳ 4.0 business days
🔧
Status: Tech On Site by Zachary Stieben Feb 26, 9:17 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 23h
🚗
Travel Added Feb 26, 9:36 AM
Type: Travel
Status: Open
Qty: 36
⏱️
▶
2 2x Labor Added Feb 26, 9:45 AM
2x Labor Added → Status: Completed
✔️
Status: Completed by Zachary Stieben
From: Tech On Site
To: Completed
Duration in Previous: 28m
🏁
Status: Closed by Zachary Stieben Feb 26, 11:56 AM
From: Completed
To: Closed
Duration in Previous: 2h 10m
⏳ 4.0 business days
📄
▶
3 Status: Ready to Bill Mar 3, 9:37 AM
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-255424

Bottlenecks

Awaiting Parts
Duration: 5.7 business days (threshold: 3.0 business days)
Exceeded by 2.7 business days
Assigned
Duration: 2.0 business days (threshold: 4.0 business hours)
Exceeded by 1.5 business days
Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Closed
Duration: 3.9 business days (threshold: 1.0 business days)
Exceeded by 2.9 business days

🔗 Related Artifacts

📞
Case 00567025
Closed
📦
Parts Order 00090157
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Repair
Branch
Edge
Technician
Zachary Stieben
Scheduled
Feb 26, 10:00 AM
Created
Feb 11, 10:36 AM
Invoice #
SM-255424

Work Details (5)

Name Type Status Qty Amount Date
WL-03111627 Parts Open 1 $75.02 Feb 19, 8:20 AM
WL-03111628 Expenses Open 1 $21.68 Feb 19, 8:20 AM
WL-03120901 Travel Open 36 - Feb 26, 9:36 AM
WL-03120921 Labor Open 0.91666666666667 $149.00 Feb 26, 9:45 AM
WL-03120922 Labor Open 0.5 $74.50 Feb 26, 9:45 AM

Details