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WO-01351845 ↗ ServiceMax

TEXAS MEDICAL SCREENING • Repair • P4

📍 Zimmer, Inc - Bldg 7 — 320 Hepler Dr, Warsaw IN, 46580

Feb 16, 2026 → Feb 20, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Feb 20, 2026
✗ SLA Missed
Active: 3 biz days
Paused: 1 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Feb 21, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 16 → Feb 16, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: L2 Screening
Feb 16 → Feb 16, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
⏸1d
⏸ Clock Paused
Status: Awaiting Parts
Feb 16 → Feb 17, 2026
1 business day (not counted)
▶ Clock Running
Status: Ready for Scheduling
Feb 17 → Feb 17, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Feb 17 → Feb 17, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
3d
▶ Clock Running
Status: Scheduled
Feb 17 → Feb 20, 2026
3 business days (counted)
Running total: 3 of 4 biz days used
0d
▶ Clock Running
Status: Tech On Site
Feb 20 → Feb 21, 2026
0 business days (counted)
Running total: 3 of 4 biz days used
Created: Feb 16, 2026 Completed: Feb 21, 2026
Business Days Used 3 / 4
0 4d budget
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Feb 16 → Feb 16 Created ▶ Running 0 0 / 4
Feb 16 → Feb 16 L2 Screening ▶ Running 0 0 / 4
Feb 16 → Feb 17 Awaiting Parts ⏸ Paused 1 —
Feb 17 → Feb 17 Ready for Scheduling ▶ Running 0 0 / 4
Feb 17 → Feb 17 Assigned ▶ Running 0 0 / 4
Feb 17 → Feb 20 Scheduled ▶ Running 3 3 / 4
Feb 20 → Feb 21 Tech On Site ▶ Running 0 3 / 4
Material Management 1.0d
Coordinators 4.0d
Field Work 0.9d
Billing 0.0d
✗ SLA Missed
Material Management
1.0 days
Coordinators
4.0 days
Over SLA
Field Work
0.9 days
Billing
0.0 days
Created: Feb 16, 2026 Due: Feb 20, 2026 Completed: Feb 21, 2026 (on time)
📅
4.0 days Total Age
⏱️
4.0d in Scheduled Longest Stage
🔄
10 transitions Status Changes
⚠️
3.9d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
8 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00568588
Fw: [EXTERNAL] Re: Request for service at Zimmer Biomet - Bldg7
Closed
cuff not inflating properly to be able to provide accurate information. There is a mandatory 4 business days in which to complete this work. If you have questions or require technical support during the service, call 931-284-4999 and follow the prompts to reach the EMSAR Level II Support team for assistance (Support Hours are Monday-Friday from 8:00 AM EST until 8:00 PM EST). Provide the team member with the Work Order number, location, and problem description. **ALL NON-EMSAR TECHNICIANS: You must check in from the location as soon as you arrive onsite and before you begin working on the kiosk. Call 931-284-4999 and follow the prompts. If there are any questions about the service expectations, use this opportunity to ask the Level II Support team.**
Priority
Standard
Origin
Email
Reason
New Case
Contact
Amy Alberding
Owner
Jessica Sells
Created
Feb 16, 2026
Work Orders from this Case (1)
WO-01351845 (current) Invoiced
Repair • Vincent Nyathi
Created: Feb 16, 2026 • Closed: Feb 20, 2026
Completed with minor delays
Invoiced • 178 days old
🚨
Primary Delay 4.0 days stuck in "Scheduled"
⏱️
Total Delay 3.9 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
L2 Screening
0.0d / 1.0d SLA
Awaiting Parts
1.0d / 3.0d SLA
Ready for Scheduling
0.0d / 1.0d SLA
Scheduled
4.0d / 2.0d SLA
Tech On Site
0.9d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.9d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/16/2026jsells

cuff not inflating properly to be able to provide accurate information.

🔧 Work Performed
Repair - replaced POD and cuff
🔍 Technician Findings
Unit too tight and squeezing the arm, causing excessive and painful pressure
⚠️ Problem Description
Tech will be shipped replacement pod and cuff and power cord kit to replace on unit. There is a mandatory 4 business days in which to complete this work. If you have questions or require technical support during the service, call 931-284-4999 and follow the prompts to reach the EMSAR Level II Support team for assistance (Support Hours are Monday-Friday from 8:00 AM EST until 8:00 PM EST). Provide the team member with the Work Order number, location, and problem description. **ALL NON-EMSAR TECHNICIANS: You must check in from the location as soon as you arrive onsite and before you begin working on the kiosk. Call 931-284-4999 and follow the prompts. If there are any questions about the service expectations, use this opportunity to ask the Level II Support team.**
📄 Description
Model 300 with Backboard

Timeline

📞
Case Linked Feb 16, 9:21 AM
Case Number: 00568588
Subject: Fw: [EXTERNAL] Re: Request for service at Zimmer Biomet - Bldg7
Status: Closed
📋
▶
2 Work Order Created Feb 16, 12:04 PM
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 16, 12:56 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Emmanuel Morales
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 51m
📅
Status: Ready for Scheduling by Robert Cox Feb 17, 8:33 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 19h 36m
👷
▶
4 Technician Assigned Feb 17, 8:38 AM
Technician Assigned → Status: Assigned → Dispatch Scheduled → Dispatch Scheduled
👷
Status: Assigned by Charles Ramen
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 5m, 0m
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2026-02-20T16:00:00.000+0000
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2026-02-20T15:00:00.000+0000
📦
▶
2 Parts Requested Feb 17, 9:04 AM
Parts Requested → 3x Parts Added
🔩
3x Parts Added
Type: Parts, Expenses
Status: Open
Qty: 1
⏳ 4.0 business days
🔧
Status: Tech On Site by Vincent Nyathi Feb 20, 11:46 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 3d 3h
⏱️
▶
2 5x Labor Added Feb 20, 11:27 PM
5x Labor Added → Status: Completed
✔️
Status: Completed by Vincent Nyathi
From: Tech On Site
To: Completed
Duration in Previous: 11h 42m
🏁
Status: Closed by Vincent Nyathi Feb 20, 11:49 PM
From: Completed
To: Closed
Duration in Previous: 21m
⏳ 2.3 business days
📄
▶
4 Status: Ready to Bill Feb 25, 2:29 AM
Status: Ready to Bill → Status: Invoice Pending → Status: Invoiced → Invoice Created
📨
Status: Invoice Pending by Hannah Shaw
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 2m
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🧾
Invoice Created
Invoice Number: SM-254826

Bottlenecks

Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Closed
Duration: 2.9 business days (threshold: 1.0 business days)
Exceeded by 1.9 business days

🔗 Related Artifacts

📞
Case 00568588
Closed
📦
Parts Order 00090435
Closed
📦
Parts Order 00090490
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Vincent Nyathi
Scheduled
Feb 20, 10:00 AM
Created
Feb 16, 12:04 PM
Invoice #
SM-254826

Work Details (8)

Name Type Status Qty Amount Date
WL-03108325 Parts Open 1 $0.00 Feb 17, 9:04 AM
WL-03108326 Parts Open 1 $0.00 Feb 17, 9:04 AM
WL-03108327 Expenses Open 1 $0.00 Feb 17, 9:04 AM
WL-03114992 Labor Open 2.25 $0.00 Feb 20, 11:27 PM
WL-03114993 Labor Open 1.5833333333333 $0.00 Feb 20, 11:27 PM
WL-03114994 Labor Open 1.1666666666667 $0.00 Feb 20, 11:27 PM
WL-03114995 Travel Open 112 $0.00 Feb 20, 11:27 PM
WL-03114996 Travel Open 42 $0.00 Feb 20, 11:27 PM

Details