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WO-01294393 ↗ ServiceMax

Dermatology San Antonio • Installation • PC

📍 Dermatology San Antonio - Helotes — 12415 Bandera Rd STE.114, Helotes TX, 78023

Jul 29, 2025 → Oct 20, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Aug 4, 2025
✗ SLA Missed (53 biz days late)
Active: 57 biz days
🕐 Clock stopped: Completed (Oct 20, 2025)
▶ Clock Running
Status: Created
Jul 29 → Jul 29, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Jul 29 → Jul 29, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Jul 29 → Jul 29, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Scheduled
Jul 29 → Jul 31, 2025
2 business days (counted)
Running total: 2 of ? biz days used
55d
▶ Clock Running
Status: On Hold
Jul 31 → Oct 20, 2025
55 business days (counted)
Running total: 57 of ? biz days used
Created: Jul 29, 2025 Completed: Oct 20, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Jul 29 → Jul 29 Created ▶ Running 0 0
Jul 29 → Jul 29 Ready for Scheduling ▶ Running 0 0
Jul 29 → Jul 29 Assigned ▶ Running 0 0
Jul 29 → Jul 31 Scheduled ▶ Running 2 2
Jul 31 → Oct 20 On Hold ▶ Running 55 57
Dispatch 0.0d
Holding 55.3d (excluded)
Coordinators 3.5d
Billing 5.5d
✗ SLA Missed
Dispatch
0.0 days
Holding (excluded from total)
55.3 days
Coordinators
3.5 days
Over SLA
Billing
5.5 days
Over SLA
Created: Jul 29, 2025 Due: Aug 4, 2025 Completed: Oct 20, 2025 (76 days late)
📅
58.0 days Total Age
⏱️
55.3d in On Hold Longest Stage
🔄
8 transitions Status Changes
⚠️
42.4d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
1 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

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🎫
Case #00500667
Dermatology San Antonio - exam light install - RFQ
Closed
SOW: Midmark Corporation (Serial: 255-002) exam lights One light at each location: 1st LOCATION: 16110 Via Shavano, San Antonio, TX 78249 2nd LOCATION: 12415 Bandera Rd, Ste. 114, Helotes, TX 78023
Priority
Standard
Origin
Web
Reason
New Case
Contact
Jose Lezama
Owner
Sherry Reich
Created
Jun 10, 2025
Work Orders from this Case (1)
WO-01294393 (current) Invoiced
Installation • Scott E Yelverton
Created: Jul 29, 2025 • Closed: Oct 20, 2025
Completed with significant delays
Invoiced • 218 days old
🚨
Primary Delay 55.3 days stuck in "On Hold"
⏱️
Total Delay 42.4 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
0.1d / 1.0d SLA
Assigned
0.4d / 0.5d SLA
Scheduled
3.0d / 2.0d SLA
On Hold
55.3d
Closed
38.0d / 1.0d SLA
Ready to Bill
5.4d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10-16 Pgreen bill 500$ for cancel fee per Mhensley

10-16 Pgreen customer found another provider

10-15 Pgreen emailed POC for Update

8-20 Pgreen emailed POC for update

7-31 Pgreen customer needs to approve new quote

7-30 NFLOYD -- CORRECTIOIN: The start location address is 16110 Via Shavano, San Antonio, TX 78249

7-29 Pgreen found district FSE assigned WO. Should have gone to the installation team. Reassigned and scheduled for Scott. Start time- 0700 at 12415 Bandera Rd STE.114 Helotes, TX 78023

🔧 Work Performed
Went to both sites and found that structure was not installed
🔍 Technician Findings
No structure installed
⚠️ Problem Description
SOW: Midmark Corporation (Serial: 255-002) exam lights One light at each location: START AT 1st LOCATION: 16110 Via Shavano, San Antonio, TX 78249 2nd LOCATION: 12415 Bandera Rd, Ste. 114, Helotes, TX 78023

Timeline

📞
Case Linked Jun 10, 3:38 PM
Case Number: 00500667
Subject: Dermatology San Antonio - exam light install - RFQ
Status: Closed
🚨 34.0 business days
📋
▶
2 Work Order Created Jul 29, 8:00 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 29, 9:00 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 59m
👷
▶
3 Technician Assigned Jul 29, 11:54 AM
Technician Assigned → Dispatch Scheduled → Status: Scheduled
📅
Dispatch Scheduled by Peter Green
Scheduled For: 2025-08-01T12:00:00.000+0000
🗓️
Status: Scheduled by Peter Green
From: Assigned
To: Scheduled
Duration in Previous: 2h 54m
⏳ 3.0 business days
⏸️
Status: On Hold by Peter Green Jul 31, 5:24 PM
From: Scheduled
To: On Hold
Duration in Previous: 2d 5h
⏳ 1.8 business days
⏱️
Labor Added Aug 3, 12:21 AM
Type: Labor
Status: Open
Qty: 3.5
🚨 54.0 business days
✔️
Status: Completed by Peter Green Oct 20, 11:15 AM
From: On Hold, Completed
To: Completed, Closed
Duration in Previous: 80d 17h, 0m
🚨 38.0 business days
📄
Status: Ready to Bill by Nicole Floyd Dec 15, 3:25 PM
From: Closed
To: Ready to Bill
Duration in Previous: 56d 5h
⚠️ 6.0 business days
📨
▶
3 Status: Invoice Pending Dec 22, 4:43 PM
Status: Invoice Pending → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 4m
🧾
Invoice Created
Invoice Number: SM-249782

Bottlenecks

Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Closed
Duration: 38.0 business days (threshold: 1.0 business days)
Exceeded by 37.0 business days
Ready to Bill
Duration: 5.4 business days (threshold: 1.0 business days)
Exceeded by 4.4 business days

🔗 Related Artifacts

📞
Case 00500667
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Installation
Branch
N/A
Technician
Scott E Yelverton
Scheduled
N/A
Created
Jul 29, 8:00 AM
Invoice #
SM-249782

Work Details (1)

Name Type Status Qty Amount Date
WL-02888924 Labor Open 3.5 $500.00 Aug 3, 12:21 AM

Details