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WO-01295571 ↗ ServiceMax

HCA Urgent Care • Inspection • PSM

📍 CareNow - Rowlett — 2101 Lakeview Parkway, Suite 300, Rowlett TX, 75088

Aug 4, 2025 → Mar 2, 2026

✅ Completed
PSM
SLA Clock
Last business day of August 2025 · Target: Aug 29, 2025
✗ SLA Missed (121 biz days late)
Active: 141 biz days
🕐 Clock stopped: Completed (Mar 2, 2026)
▶ Clock Running
Status: Created
Aug 4 → Aug 4, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Aug 4 → Aug 4, 2025
0 business days (counted)
Running total: 0 of ? biz days used
15d
▶ Clock Running
Status: Assigned
Aug 4 → Aug 25, 2025
15 business days (counted)
Running total: 15 of ? biz days used
▶ Clock Running
Status: Entered
Aug 25 → Aug 25, 2025
0 business days (counted)
Running total: 15 of ? biz days used
121d
▶ Clock Running
Status: On Hold
Aug 25 → Feb 23, 2026
121 business days (counted)
Running total: 136 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 23 → Feb 23, 2026
0 business days (counted)
Running total: 136 of ? biz days used
▶ Clock Running
Status: Scheduled
Feb 23 → Mar 2, 2026
5 business days (counted)
Running total: 141 of ? biz days used
▶ Clock Running
Status: Tech On Site
Mar 2 → Mar 2, 2026
0 business days (counted)
Running total: 141 of ? biz days used
Created: Aug 4, 2025 Completed: Mar 2, 2026
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Aug 4 → Aug 4 Created ▶ Running 0 0
Aug 4 → Aug 4 Ready for Scheduling ▶ Running 0 0
Aug 4 → Aug 25 Assigned ▶ Running 15 15
Aug 25 → Aug 25 Entered ▶ Running 0 15
Aug 25 → Feb 23 On Hold ▶ Running 121 136
Feb 23 → Feb 23 Assigned ▶ Running 0 136
Feb 23 → Mar 2 Scheduled ▶ Running 5 141
Mar 2 → Mar 2 Tech On Site ▶ Running 0 141
Dispatch 0.0d
Holding 122.0d (excluded)
Coordinators 21.4d
Field Work 0.5d
✗ SLA Missed
Dispatch
0.0 days
Holding (excluded from total)
122.0 days
Coordinators
21.4 days
Over SLA
Field Work
0.5 days
Created: Aug 4, 2025 Due: Oct 31, 2025 Completed: Mar 2, 2026 (121 days late)
📅
142.0 days Total Age
⏱️
122.0d in On Hold Longest Stage
🔄
8 transitions Status Changes
⚠️
20.7d 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 #00515929
eBiotrack - Automated New Inspection Created
Closed
Inspection: Annual Equipment Electrical Safety Test And Calibration Service 32 pcs https://www.ebiotrack.com/inspection.php?iid=29128
Priority
Standard
Origin
Email
Reason
New Case
Contact
Erica Foster
Owner
Jessica Sells
Created
Aug 4, 2025
Work Orders from this Case (1)
WO-01295571 (current) Invoiced
Inspection • Zachary Stieben
Created: Aug 4, 2025 • Closed: Mar 2, 2026
Completed with significant delays
Invoiced • 212 days old
🚨
Primary Delay 122.0 days stuck in "On Hold"
⏱️
Total Delay 20.7 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
0.0d / 1.0d SLA
Assigned
16.0d / 0.5d SLA
On Hold
122.0d
Scheduled
5.4d / 2.0d SLA
Tech On Site
0.3d / 1.0d SLA
Completed
0.2d / 1.0d SLA
Closed
2.8d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/23 KKelch scheduled per logged email from Sandra. Sent chatter to ASM to update contact

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

8/25 KKelch placed on hold due to 3 failed attempts to contact

8/18 KKelch sent Erica an email for scheduling

8/11 KKelch sent Erica an email for scheduling

8/4 KKelch called Erica to schedule for 10/10 between 9 and 10 am. Unable to leave VM, sent email. 

🔧 Work Performed
Inspected 40 pieces of equipment. Completed EBT inspection report.
🔍 Technician Findings
3/2/2026 Zachary Stieben arrived on site. Found 40 pieces of equipment to be inspected.
⚠️ Problem Description
Inspection: Annual Equipment Electrical Safety Test And Calibration Service 32 pcs https://www.ebiotrack.com/inspection.php?iid=29128

Timeline

📞
Case Linked Aug 4, 7:00 AM
Case Number: 00515929
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
2 Work Order Created Aug 4, 10:14 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
2 Technician Assigned Aug 4, 10:34 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 19m
🚨 16.0 business days
🆕
Status: Entered by Kaitlyn Kelch Aug 25, 9:49 AM
From: Assigned, Entered
To: Entered, On Hold
Duration in Previous: 20d 23h, 0m
🚨 122.0 business days
👷
3 Technician Assigned Feb 23, 3:50 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Kaitlyn Kelch
From: On Hold, Assigned
To: Assigned, Scheduled
Duration in Previous: 182d 7h, 0m
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-03-02T15:00:00.000+0000
⚠️ 6.0 business days
🔧
Status: Tech On Site by Zachary Stieben Mar 2, 8:59 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 6d 17h
✔️
Status: Completed by Zachary Stieben Mar 2, 11:29 AM
From: Tech On Site
To: Completed
Duration in Previous: 2h 30m
🚗
3 Travel Added Mar 2, 12:51 PM
Travel Added → 2x Labor Added → Status: Closed
⏱️
2x Labor Added
Type: Labor
Status: Open
Qty: 0.5, 2.5
🏁
Status: Closed by Zachary Stieben
From: Completed
To: Closed
Duration in Previous: 1h 24m
3.0 business days
📄
Status: Ready to Bill by Diane Patton Mar 4, 12:53 PM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 1d 23h, 0m
🧾
Invoice Created Mar 4, 5:12 PM
Invoice Number: SM-255564

Bottlenecks

Assigned
Duration: 16.0 business days (threshold: 4.0 business hours)
Exceeded by 15.5 business days
Scheduled
Duration: 5.4 business days (threshold: 2.0 business days)
Exceeded by 3.4 business days
Closed
Duration: 2.8 business days (threshold: 1.0 business days)
Exceeded by 1.8 business days

🔗 Related Artifacts

📞
Case 00515929
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Zachary Stieben
Scheduled
Mar 2, 10:00 AM
Created
Aug 4, 10:14 AM
Invoice #
SM-255564

Work Details (3)

Name Type Status Qty Amount Date
WL-03126144 Travel Open 14 - Mar 2, 12:51 PM
WL-03126145 Labor Open 0.5 $0.00 Mar 2, 12:53 PM
WL-03126146 Labor Open 2.5 $855.00 Mar 2, 12:53 PM

Details