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WO-01294231 ↗ ServiceMax

HCA Urgent Care • Inspection • PSM

📍 CareNow - LBJ/ABRAMS — 9323 LBJ FREEWAY, DALLAS TX, 75243

Jul 28, 2025 → Nov 13, 2025

✅ Completed
PSM
SLA Clock
Last business day of July 2025 · Target: Jul 31, 2025
✗ SLA Missed (71 biz days late)
Active: 75 biz days
🕐 Clock stopped: Completed (Nov 13, 2025)
▶ Clock Running
Status: Created
Jul 28 → Jul 28, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Jul 28 → Jul 28, 2025
0 business days (counted)
Running total: 0 of ? biz days used
15d
▶ Clock Running
Status: Assigned
Jul 28 → Aug 18, 2025
15 business days (counted)
Running total: 15 of ? biz days used
▶ Clock Running
Status: Entered
Aug 18 → Aug 18, 2025
0 business days (counted)
Running total: 15 of ? biz days used
56d
▶ Clock Running
Status: On Hold
Aug 18 → Nov 6, 2025
56 business days (counted)
Running total: 71 of ? biz days used
▶ Clock Running
Status: Assigned
Nov 6 → Nov 6, 2025
0 business days (counted)
Running total: 71 of ? biz days used
▶ Clock Running
Status: Scheduled
Nov 6 → Nov 13, 2025
4 business days (counted)
Running total: 75 of ? biz days used
▶ Clock Running
Status: Tech On Site
Nov 13 → Nov 13, 2025
0 business days (counted)
Running total: 75 of ? biz days used
Created: Jul 28, 2025 Completed: Nov 13, 2025
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Jul 28 → Jul 28 Created ▶ Running 0 0
Jul 28 → Jul 28 Ready for Scheduling ▶ Running 0 0
Jul 28 → Aug 18 Assigned ▶ Running 15 15
Aug 18 → Aug 18 Entered ▶ Running 0 15
Aug 18 → Nov 6 On Hold ▶ Running 56 71
Nov 6 → Nov 6 Assigned ▶ Running 0 71
Nov 6 → Nov 13 Scheduled ▶ Running 4 75
Nov 13 → Nov 13 Tech On Site ▶ Running 0 75
Dispatch 0.0d
Holding 57.0d (excluded)
Coordinators 21.0d
Field Work 1.0d
✗ SLA Missed
Dispatch
0.0 days
Holding (excluded from total)
57.0 days
Coordinators
21.0 days
Over SLA
Field Work
1.0 days
Created: Jul 28, 2025 Due: Sep 30, 2025 Completed: Nov 13, 2025 (43 days late)
📅
76.0 days Total Age
⏱️
57.0d in On Hold Longest Stage
🔄
8 transitions Status Changes
⚠️
19.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00513968
eBiotrack - Automated New Inspection Created
Closed
Annual Equipment Electrical Safety Test And Calibration Service 70 pieces https://www.ebiotrack.com/inspection.php?iid=28994
Priority
Standard
Origin
Email
Reason
New Case
Contact
Tammy Ward
Owner
Sherry Reich
Created
Jul 28, 2025
Work Orders from this Case (1)
WO-01294231 (current) Invoiced
Inspection • Zachary Stieben
Created: Jul 28, 2025 • Closed: Nov 13, 2025
Completed with significant delays
Invoiced • 219 days old
🚨
Primary Delay 57.0 days stuck in "On Hold"
⏱️
Total Delay 19.6 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
16.0d / 0.5d SLA
On Hold
57.0d
Scheduled
4.9d / 2.0d SLA
Tech On Site
0.4d / 1.0d SLA
Completed
0.6d / 1.0d SLA
Closed
2.2d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/6 KKelch Shelly called me to let me know that she is the new center manager for this site and to schedule for 11/13 between 9 and 11 am. 

08/26/2025 DNakoff - Reached out to Vickie Johnson for new POC

8/18 KKelch placed on hold due to 3 failed attempts to schedule

8/11 KKelch sent Tammie an email for scheduling

8/4 KKelch sent Tammie an email for scheduling

7/28 KKelch called Tammy to schedule for 9/2 between 9 and 10 am. Left VM, sent email. 

🔧 Work Performed
Inspected 73 pieces of equipment. Completed EBT inspection report.
🔍 Technician Findings
11/13/2025 Zachary Stieben arrived on site. Found 73 pieces of equipment to be inspected.
⚠️ Problem Description
Annual Equipment Electrical Safety Test And Calibration Service 70 pieces https://www.ebiotrack.com/inspection.php?iid=28994

Timeline

📞
Case Linked Jul 28, 7:00 AM
Case Number: 00513968
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Jul 28, 9:56 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Technician Assigned Jul 28, 10:46 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 49m
🚨 16.0 business days
🆕
Status: Entered by Kaitlyn Kelch Aug 18, 11:42 AM
From: Assigned, Entered
To: Entered, On Hold
Duration in Previous: 21d 0h, 0m
🚨 57.0 business days
👷
▶
3 Status: Assigned Nov 6, 12:01 PM
Status: Assigned → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kaitlyn Kelch
Technician: Zachary Stieben
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-11-13T15:00:00.000+0000
⚠️ 5.0 business days
🔧
Status: Tech On Site by Zachary Stieben Nov 13, 9:00 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 6d 20h
✔️
Status: Completed by Zachary Stieben Nov 13, 12:29 PM
From: Tech On Site
To: Completed
Duration in Previous: 3h 28m
🚗
▶
3 Travel Added Nov 13, 5:12 PM
Travel Added → 2x Labor Added → Status: Closed
⏱️
2x Labor Added
Type: Labor
Status: Open
Qty: 0.75, 3.5
🏁
Status: Closed by Zachary Stieben
From: Completed
To: Closed
Duration in Previous: 4h 46m
⏳ 2.8 business days
📄
Status: Ready to Bill by Diane Patton Nov 17, 1:21 PM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 3d 20h, 0m
⏳ 2.0 business days
🧾
Invoice Created Nov 18, 7:08 PM
Invoice Number: SM-246787

Bottlenecks

Assigned
Duration: 16.0 business days (threshold: 4.0 business hours)
Exceeded by 15.5 business days
Scheduled
Duration: 4.9 business days (threshold: 2.0 business days)
Exceeded by 2.9 business days
Closed
Duration: 2.2 business days (threshold: 1.0 business days)
Exceeded by 1.2 business days

🔗 Related Artifacts

📞
Case 00513968
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Zachary Stieben
Scheduled
Nov 13, 10:00 AM
Created
Jul 28, 9:56 AM
Invoice #
SM-246787

Work Details (3)

Name Type Status Qty Amount Date
WL-03006550 Travel Open 18 - Nov 13, 5:12 PM
WL-03006552 Labor Open 0.75 $0.00 Nov 13, 5:15 PM
WL-03006553 Labor Open 3.5 $1,521.40 Nov 13, 5:15 PM

Details