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WO-01351274 ↗ ServiceMax

CenterWell (Humana) • Virtual Tech - Drop Shipment • P3

📍 CenterWell River Hills — 105-A River Hills Rd., Asheville NC, 28805

Feb 12, 2026 → Mar 11, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Feb 18, 2026
✗ SLA Missed (6 biz days late)
Active: 9 biz days
Paused: 9 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Mar 11, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 12 → Feb 12, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
⏸9d
⏸ Clock Paused
Status: Awaiting Parts
Feb 12 → Feb 26, 2026
9 business days (not counted)
5d
▶ Clock Running
Status: L2 Review
Feb 26 → Mar 5, 2026
5 business days (counted)
Running total: 5 of 3 biz days used
▶ Clock Running
Status: Assigned
Mar 5 → Mar 5, 2026
0 business days (counted)
Running total: 5 of 3 biz days used
4d
▶ Clock Running
Status: Closed
Mar 5 → Mar 11, 2026
4 business days (counted)
Running total: 9 of 3 biz days used
▶ Clock Running
Status: WO Correction Needed
Mar 11 → Mar 11, 2026
0 business days (counted)
Running total: 9 of 3 biz days used
Created: Feb 12, 2026 Completed: Mar 11, 2026
Business Days Used 9 / 3
0 3d budget +6d over
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Feb 12 → Feb 12 Created ▶ Running 0 0 / 3
Feb 12 → Feb 26 Awaiting Parts ⏸ Paused 9 —
Feb 26 → Mar 5 L2 Review ▶ Running 5 5 / 3
Mar 5 → Mar 5 Assigned ▶ Running 0 5 / 3
Mar 5 → Mar 11 Closed ▶ Running 4 9 / 3
Mar 11 → Mar 11 WO Correction Needed ▶ Running 0 9 / 3
Dispatch 0.0d
Material Management 10.0d
Billing 0.1d
✗ SLA Missed
Dispatch
0.0 days
Material Management
10.0 days
Over SLA
Billing
0.1 days
Created: Feb 12, 2026 Due: Feb 17, 2026 Completed: Mar 11, 2026 (21 days late)
📅
19.0 days Total Age
⏱️
10.0d in Awaiting Parts Longest Stage
🔄
6 transitions Status Changes
⚠️
11.0d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

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🎫
Case #00567533
L2 review
Closed
NIBP Function Tested 117/82 @ (120 Systolic mmHG 80 Diastolic mmHg) Tested Passed Function Tested 188/ 114 @ (190 Systolic mmHG 120 Diastolic mmHg) Tested Passed Function Tested 76/32 @ (80 Systolic mmHG 40 Diastolic mmHg) Tested Passed -Customer does not have a power cord for this unit t. PN:716019
Priority
Standard
Origin
Email
Reason
New Case
Contact
Barbara Padula
Owner
Virtual Tech
Created
Feb 11, 2026
Work Orders from this Case (1)
WO-01351274 (current) Invoiced
Virtual Tech - Drop Shipment • Virtual Tech
Created: Feb 12, 2026 • Closed: Mar 11, 2026
Completed with significant delays
Invoiced • 182 days old
🚨
Primary Delay 10.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 11.0 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
Awaiting Parts
10.0d / 3.0d SLA
L2 Review
6.0d
Closed
5.4d / 1.0d SLA
WO Correction Needed
0.1d

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

🔧 Work Performed
parts ordered and shipped to site
🔍 Technician Findings
parts ordered and shipped to site
⚠️ Problem Description
NIBP Function Tested 117/82 @ (120 Systolic mmHG 80 Diastolic mmHg) Tested Passed Function Tested 188/ 114 @ (190 Systolic mmHG 120 Diastolic mmHg) Tested Passed Function Tested 76/32 @ (80 Systolic mmHG 40 Diastolic mmHg) Tested Passed -Customer does not have a power cord for this unit t. PN:716019 https://www.ebiotrack.com/workorder.php?wo=71616

Timeline

📞
Case Linked Feb 11, 2:12 PM
Case Number: 00567533
Subject: L2 review
Status: Closed
📋
▶
3 Work Order Created Feb 12, 8:52 AM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00090233
Status: Closed
📦
Status: Awaiting Parts by Wendy Argueta
From: Entered
To: Awaiting Parts
Duration in Previous: 0m
🚨 10.0 business days
🔩
▶
2 2x Parts Added Feb 26, 8:46 AM
2x Parts Added → Status: L2 Review
👀
Status: L2 Review by Melissa Barrett
From: Awaiting Parts
To: L2 Review
Duration in Previous: 13d 23h
⚠️ 6.0 business days
👷
▶
2 Technician Assigned Mar 5, 10:46 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Gavin Poole
From: L2 Review, Assigned
To: Assigned, Closed
Duration in Previous: 7d 1h, 0m
⚠️ 5.0 business days
✏️
Status: WO Correction Needed by Diane Patton Mar 11, 12:28 PM
From: Closed
To: WO Correction Needed
Duration in Previous: 6d 0h
⏱️
▶
2 Labor Added Mar 11, 1:28 PM
Labor Added → Status: Completed
✔️
Status: Completed by Wendy Argueta
From: WO Correction Needed, Completed
To: Completed, Closed
Duration in Previous: 1h 0m
📄
▶
2 Status: Ready to Bill Mar 11, 4:56 PM
Status: Ready to Bill → Invoice Created
🧾
Invoice Created
Invoice Number: SM-256247

Bottlenecks

Awaiting Parts
Duration: 10.0 business days (threshold: 3.0 business days)
Exceeded by 7.0 business days
Closed
Duration: 5.0 business days (threshold: 1.0 business days)
Exceeded by 4.0 business days

🔗 Related Artifacts

📞
Case 00567533
Closed
📦
Parts Order 00090233
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Drop Shipment
Branch
Edge
Technician
Virtual Tech
Scheduled
N/A
Created
Feb 12, 8:52 AM
Invoice #
SM-256247

Work Details (3)

Name Type Status Qty Amount Date
WL-03120840 Parts Open 1 $35.76 Feb 26, 8:46 AM
WL-03120841 Expenses Open 1 $21.86 Feb 26, 8:46 AM
WL-03139282 Labor Open 0.016666666666667 $29.75 Mar 11, 1:28 PM

Details