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WO-01351179 ↗ ServiceMax

HCA Urgent Care • Virtual Tech - Field Repair • P3

📍 CareNow - Seguin (4350-4326) — 1347 E Court St, Seguin TX, 78155

Feb 11, 2026 → Present

⛔ Blocked
P3
SLA Clock
3 business days from creation · Target: Feb 17, 2026
⚠ 125 biz days overdue
Active: 128 biz days
Budget: 3 biz days
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: Ready for Scheduling
Feb 11 → Feb 11, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Assigned
Feb 11 → Feb 20, 2026
6 business days (counted)
Running total: 6 of 3 biz days used
▶ Clock Running
Status: Entered
Feb 20 → Feb 20, 2026
0 business days (counted)
Running total: 6 of 3 biz days used
122d
▶ Clock Running
Status: On Hold
Feb 20 → Aug 14, 2026
122 business days (counted)
Running total: 128 of 3 biz days used
Created: Feb 11, 2026 Today
Business Days Used 128 / 3
0 3d budget +125d over
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Feb 11 → Feb 11 Created ▶ Running 0 0 / 3
Feb 11 → Feb 11 Ready for Scheduling ▶ Running 0 0 / 3
Feb 11 → Feb 20 Assigned ▶ Running 6 6 / 3
Feb 20 → Feb 20 Entered ▶ Running 0 6 / 3
Feb 20 → Aug 14 On Hold ▶ Running 122 128 / 3
Dispatch 0.0d
Coordinators 6.5d
⚠ Overdue
Dispatch
0.0 days
Coordinators
6.5 days
Over SLA
Created: Feb 11, 2026 Due: Feb 16, 2026 (179 days overdue)
📅
128.5 days Total Age
⏱️
6.4d in Assigned Longest Stage
🔄
3 transitions Status Changes
⚠️
5.9d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
0 lines Work Details

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00567386
HCP L2 Review
Closed
Model: Welch Allyn - CP150 Model Type: EKG Asset ID: 6301020 Can't put info in. Doesn't want to do anything.
Priority
High
Origin
Phone
Reason
New Case
Contact
Edna Trevino
Owner
Virtual Tech
Created
Feb 11, 2026
Work Orders from this Case (2)
WO-01351101 Invoiced
Virtual Tech • Virtual Tech
Created: Feb 11, 2026 • Closed: Feb 16, 2026
WO-01351179 (current) On Hold
Virtual Tech - Field Repair
Created: Feb 11, 2026
At Risk - Monitor Closely
On Hold • 184 days old
🚨
Primary Delay 6.4 days stuck in "Assigned"
⏱️
Total Delay 5.9 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
Ready for Scheduling
0.1d / 1.0d SLA
Assigned
6.4d / 0.5d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/20 KKelch called Edna to schedule for 2/26 between 9 and 11 am. Left VM. Placed on hold due to 3 failed attempts to contact. 

2/17 KKelch called Edna to schedule for 2/24 between 2:30 and 3:30 pm. Left VM.

2/13 KKelch called Edna to schedule for 2/24 between 2:30 and 3:30 pm due to that being tech's next available. Left VM. 

2/12/26 CDempsey-

⚠️ Problem Description
Model: Welch Allyn - CP150 Model Type: EKG Asset ID: 6301020 Can't put info in. Doesn't want to do anything. https://www.ebiotrack.com/workorder.php?wo=71601

Timeline

📞
Case Linked Feb 11, 10:04 AM
Case Number: 00567386
Subject: HCP L2 Review
Status: Closed
📋
▶
2 Work Order Created Feb 11, 3:00 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Wendy Argueta
From: Entered
To: Ready for Scheduling
Duration in Previous: 2m
👷
▶
2 Technician Assigned Feb 11, 3:52 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 50m
⚠️ 7.0 business days
🆕
Status: Entered by Kaitlyn Kelch Feb 20, 10:53 AM
From: Assigned, Entered
To: Entered, On Hold
Duration in Previous: 8d 19h, 0m

Bottlenecks

Assigned
Duration: 6.4 business days (threshold: 4.0 business hours)
Exceeded by 5.9 business days

🔗 Related Artifacts

📞
Case 00567386
Closed

ℹ️ Work Order Details

Status
On Hold
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Unassigned
Scheduled
N/A
Created
Feb 11, 3:00 PM
Invoice #
N/A

Details