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← WO Overview

WO-01352410 ↗ ServiceMax

Crossover Health Management Services • Virtual Tech - Field Repair • P3

📍 Crossover Health - Life @ Wellness Center - MPK281 — 193 Jefferson Drive, Menlo Park CA, 94025

Feb 17, 2026 → Mar 31, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Feb 20, 2026
✗ SLA Missed (17 biz days late)
Active: 20 biz days
Paused: 9 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Mar 30, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 17 → Feb 17, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 17 → Feb 18, 2026
1 business day (counted)
Running total: 1 of 3 biz days used
▶ Clock Running
Status: Assigned
Feb 18 → Feb 19, 2026
1 business day (counted)
Running total: 2 of 3 biz days used
3d
▶ Clock Running
Status: Scheduled
Feb 19 → Feb 24, 2026
3 business days (counted)
Running total: 5 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Feb 24 → Feb 24, 2026
0 business days (counted)
Running total: 5 of 3 biz days used
▶ Clock Running
Status: Completed
Feb 24 → Feb 24, 2026
0 business days (counted)
Running total: 5 of 3 biz days used
▶ Clock Running
Status: Incomplete
Feb 24 → Feb 24, 2026
0 business days (counted)
Running total: 5 of 3 biz days used
⏸4d
⏸ Clock Paused
Status: Awaiting Parts
Feb 24 → Mar 2, 2026
4 business days (not counted)
10d
▶ Clock Running
Status: Reschedule
Mar 2 → Mar 16, 2026
10 business days (counted)
Running total: 15 of 3 biz days used
▶ Clock Running
Status: Scheduled
Mar 16 → Mar 18, 2026
2 business days (counted)
Running total: 17 of 3 biz days used
▶ Clock Running
Status: Completed
Mar 18 → Mar 18, 2026
0 business days (counted)
Running total: 17 of 3 biz days used
▶ Clock Running
Status: Incomplete
Mar 18 → Mar 19, 2026
1 business day (counted)
Running total: 18 of 3 biz days used
⏸5d
⏸ Clock Paused
Status: Awaiting Parts
Mar 19 → Mar 26, 2026
5 business days (not counted)
2d
▶ Clock Running
Status: Reschedule
Mar 26 → Mar 30, 2026
2 business days (counted)
Running total: 20 of 3 biz days used
Created: Feb 17, 2026 Completed: Mar 30, 2026
Business Days Used 20 / 3
0 3d budget +17d over
Show SLA Clock Detail (14 periods)
Period Status Clock Biz Days Running Total
Feb 17 → Feb 17 Created ▶ Running 0 0 / 3
Feb 17 → Feb 18 Ready for Scheduling ▶ Running 1 1 / 3
Feb 18 → Feb 19 Assigned ▶ Running 1 2 / 3
Feb 19 → Feb 24 Scheduled ▶ Running 3 5 / 3
Feb 24 → Feb 24 Tech On Site ▶ Running 0 5 / 3
Feb 24 → Feb 24 Completed ▶ Running 0 5 / 3
Feb 24 → Feb 24 Incomplete ▶ Running 0 5 / 3
Feb 24 → Mar 2 Awaiting Parts ⏸ Paused 4 —
Mar 2 → Mar 16 Reschedule ▶ Running 10 15 / 3
Mar 16 → Mar 18 Scheduled ▶ Running 2 17 / 3
Mar 18 → Mar 18 Completed ▶ Running 0 17 / 3
Mar 18 → Mar 19 Incomplete ▶ Running 1 18 / 3
Mar 19 → Mar 26 Awaiting Parts ⏸ Paused 5 —
Mar 26 → Mar 30 Reschedule ▶ Running 2 20 / 3
Dispatch 0.0d
Material Management 10.5d
Coordinators 23.3d
Field Work 1.3d
Incomplete 1.7d (excluded)
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
10.5 days
Over SLA
Coordinators
23.3 days
Over SLA
Field Work
1.3 days
Over SLA
Incomplete (excluded from total)
1.7 days
Billing
0.0 days
Created: Feb 17, 2026 Due: Mar 17, 2026 Completed: Mar 31, 2026 (13 days late)
📅
30.5 days Total Age
⏱️
10.2d in Reschedule Longest Stage
🔄
15 transitions Status Changes
⚠️
19.4d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
16 lines Work Details
🚩
3 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
3 On-Site Visits (2 reschedules)
3 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Angel Rios — scheduling delays attributed to technician, not coordinators
Visit 1 Feb 24, 2026
Visit 2 Mar 18, 2026
Visit 3 Mar 30, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00569328
Install of wired remote for 626 midmark table
Closed
Install and Test operation. Hello, We need to have installed a new wired remote for an exam table. Wired remote is in stock already. Can we have someone out as soon as possible? Room name:Spock Address: 193 Jefferson Dr, Menlo Park, CA 94025 Serial number: v22123349
Priority
Standard
Origin
Email
Reason
New Case
Contact
Edgar Chavez
Owner
Virtual Tech
Created
Feb 17, 2026
Work Orders from this Case (1)
WO-01352410 (current) Invoiced
Virtual Tech - Field Repair • Angel Rios
Created: Feb 17, 2026 • Closed: Mar 31, 2026
Completed with significant delays
Invoiced • 177 days old
🚨
Primary Delay 10.2 days stuck in "Reschedule"
⏱️
Total Delay 19.4 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
1.5d / 1.0d SLA
Assigned
1.8d / 0.5d SLA
Scheduled
6.7d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Incomplete
1.7d
Awaiting Parts
10.5d / 3.0d SLA
Reschedule
13.2d / 2.0d SLA
Completed
1.2d / 1.0d SLA
Closed
1.9d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

3/20 ARios - Parts for this WO were delivered to my trunk stock last Friday. Customer(Lauren) preferred I complete this repair instead of the scheduled inspection (WO-01339756). Supervisor and coordinator were notified of the customer’s request.

3-16 Mburris called site and set with Edgar Chavez said wed are best day 3-18 10am 

3/6/26 SReich

3/6/2026 12:04 AM

UPS Exception Notification, Tracking Number 1ZE444250371712248

We were unable to obtain a correct address for the receiver, package will be returned to the sender.

The package will be returned to the sender.


3/6/26 SReich

3/5/2026 5:02 PM

The receiver has moved. We're attempting to obtain a new delivery address for this receiver.

THIS WAS ON UPS SITE

Your shipment

1ZE444250371712248

Estimated delivery

Thursday, March 12, between 9:45 A.M. - 11:45 A.M.


3/2/26 RBerry- Updated due date based on parts. Removed delay code.


2/27/2026jsells

Ship To Name: Crossover Health - Life @ Wellness Center - MPK281 Ship To Address: 193 Jefferson Drive Ship To City/State: Menlo Park, CA 94025 Waybill (Tracking #): 1ZE444250371712248 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 27-FEB-2026 LINE NO: 1.1 QTY: 1 ITEM: CHRG-FRT SERIAL #: DESCRIPTION: FREIGHT LINE NO: 2.1 QTY: 1 ITEM: 002-10369-00 SERIAL #: DESCRIPTION: KIT, 626 WIRED SCALE CONTROL UPGRADE


2-19 Mburris spoke with Edgar and set for 2-24 11am asked for next week

🔧 Work Performed
2/24 Customer provided a wired control to connect, however the control will not function by simply plugging into the RJ45 port. Contacted Midmark Technical Support and confirmed that a Wired Scale Control Upgrade Kit (Part #002-10369-00) must be ordered and installed for the wired control to operate properly. The kit includes the wired controller. 3/18 There appears to have been an issue with the parts delivery. The work order will need to be rescheduled until the customer receives the parts or the parts can be shipped to my trunk stock to prevent further delivery issues to the site. 3/30 Performed installation of the Wired Scale Control Upgrade Kit, completed chair and scale calibration procedures, and tested newly installed wired handheld remote which is operating properly. Contacted Midmark technical support to obtain part number for hand control holster per customer request.
🔍 Technician Findings
2/24 Arrived on site and tested the exam chair. Verified both wireless foot control and hand control are functioning properly at time of service. Customer stated that the wireless control intermittently does not respond and requested installation of a wired control instead. 3/18 Arrived on site and customer (Aseel) advised that the part has not been delivered to them. 3/30 Initially visited site to start annual service inspection but customer requested I perform this repair instead. Parts were delivered to my trunk stock.
⚠️ Problem Description
Install and Test operation. Hello, We need to have installed a new wired remote for an exam table. Wired remote is in stock already. Can we have someone out as soon as possible? Room name:Spock Address: 193 Jefferson Dr, Menlo Park, CA 94025 Serial number: v22123349 https://www.ebiotrack.com/workorder.php?wo=71742

Timeline

📞
Case Linked Feb 17, 2:23 PM
Case Number: 00569328
Subject: Install of wired remote for 626 midmark table
Status: Closed
📋
▶
2 Work Order Created Feb 17, 2:49 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Derek Reynolds
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Technician Assigned Feb 18, 12:27 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 21h 37m
⏳ 2.0 business days
🗓️
▶
2 Status: Scheduled Feb 19, 12:38 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-02-24T19:00:00.000+0000
📅
Dispatch Scheduled by Michael Burris Feb 19, 6:01 PM
Scheduled For: 2026-02-24T17:00:00.000+0000
⏳ 3.7 business days
🔧
Status: Tech On Site by Angel Rios Feb 24, 1:05 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 0h
⏱️
▶
2 3x Labor Added Feb 24, 1:53 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Angel Rios
From: Tech On Site, Completed
To: Completed, Incomplete
Duration in Previous: 49m, 0m
📦
▶
2 Parts Requested Feb 24, 3:11 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Wendy Argueta
From: Incomplete
To: Awaiting Parts
Duration in Previous: 1h 17m
⚠️ 5.0 business days
💵
▶
2 Expenses Added Mar 2, 5:12 PM
Expenses Added → Status: Reschedule
🔄
Status: Reschedule by Julie Ann Shoemaker
From: Awaiting Parts
To: Reschedule
Duration in Previous: 6d 2h
🚨 10.8 business days
🗓️
▶
2 Status: Scheduled Mar 16, 12:35 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-03-18T17:30:00.000+0000
⏳ 3.0 business days
⏱️
2x Labor Added Mar 18, 3:06 PM
Type: Labor, Travel
Status: Open
Qty: 3.25, 118
⏱️
▶
2 Labor Added Mar 18, 3:19 PM
Labor Added → Status: Completed
✔️
Status: Completed by Angel Rios
From: Scheduled, Completed
To: Completed, Incomplete
Duration in Previous: 2d 2h, 0m
⏱️
2x Labor Added Mar 18, 8:58 PM
Type: Labor, Travel
Status: Open
Qty: 4, 131
📦
▶
2 Parts Requested Mar 19, 9:23 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Wendy Argueta
From: Incomplete
To: Awaiting Parts
Duration in Previous: 18h 1m
⚠️ 6.0 business days
🔩
▶
2 2x Parts Added Mar 26, 8:53 AM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by John Rolston
From: Awaiting Parts
To: Reschedule
Duration in Previous: 6d 23h
⏳ 3.0 business days
🚗
▶
3 Travel Added Mar 30, 5:44 PM
Travel Added → Labor Added → Travel Added
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 3.25
🚗
Travel Added
Type: Travel
Status: Open
Qty: 127
⏱️
▶
2 Labor Added Mar 30, 6:14 PM
Labor Added → Status: Completed
✔️
Status: Completed by Angel Rios
From: Reschedule
To: Completed
Duration in Previous: 4d 9h
⏱️
Labor Added Mar 30, 9:38 PM
Type: Labor
Status: Open
Qty: 3.5
🏁
Status: Closed by Angel Rios Mar 31, 12:54 PM
From: Completed
To: Closed
Duration in Previous: 18h 37m
⏳ 2.0 business days
📄
▶
2 Status: Ready to Bill Apr 1, 1:50 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⏳ 3.0 business days
🧾
Invoice Created Apr 5, 7:00 PM
Invoice Number: SM-258073

Bottlenecks

Ready for Scheduling
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 4.2 business hours
Assigned
Duration: 1.8 business days (threshold: 4.0 business hours)
Exceeded by 1.3 business days
Scheduled
Duration: 3.8 business days (threshold: 2.0 business days)
Exceeded by 1.8 business days
Awaiting Parts
Duration: 4.5 business days (threshold: 3.0 business days)
Exceeded by 1.5 business days
Reschedule
Duration: 10.2 business days (threshold: 2.0 business days)
Exceeded by 8.2 business days
Scheduled
Duration: 2.9 business days (threshold: 2.0 business days)
Exceeded by 7.4 business hours
Awaiting Parts
Duration: 6.0 business days (threshold: 3.0 business days)
Exceeded by 3.0 business days
Reschedule
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Completed
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.7 business hours
Closed
Duration: 1.9 business days (threshold: 1.0 business days)
Exceeded by 7.1 business hours

🔗 Related Artifacts

📞
Case 00569328
Closed
📦
Parts Order 00090989
Canceled
📦
Parts Order 00092890
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
N/A
Technician
Angel Rios
Scheduled
N/A
Created
Feb 17, 2:49 PM
Invoice #
SM-258073

Work Details (16)

Name Type Status Qty Amount Date
WL-03117804 Labor Open 4 $386.75 Feb 24, 1:53 PM
WL-03117805 Labor Open 1 $119.00 Feb 24, 1:53 PM
WL-03117806 Travel Open 118 - Feb 24, 1:53 PM
WL-03126761 Expenses Open 1 $28.89 Mar 2, 5:12 PM
WL-03149587 Labor Open 3.25 $386.75 Mar 18, 3:06 PM
WL-03149588 Travel Open 118 - Mar 18, 3:06 PM
WL-03149620 Labor Open 1 $119.00 Mar 18, 3:19 PM
WL-03150344 Labor Open 4 $0.00 Mar 18, 8:58 PM
WL-03150345 Travel Open 131 - Mar 18, 8:58 PM
WL-03160272 Parts Open 1 $2,226.15 Mar 26, 8:53 AM
WL-03160273 Expenses Open 1 $0.00 Mar 26, 8:53 AM
WL-03165906 Travel Open 118 - Mar 30, 5:44 PM
WL-03165908 Labor Open 3.25 $386.75 Mar 30, 5:46 PM
WL-03165910 Travel Open 127 - Mar 30, 5:48 PM
WL-03165949 Labor Open 2.5 $297.50 Mar 30, 6:14 PM
WL-03166192 Labor Open 3.5 $0.00 Mar 30, 9:38 PM

Details