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WO-01296433 ↗ ServiceMax

HCA Urgent Care • Inspection • PSM

📍 Dunvale Rd. (Walmart Clinic) COID 19901 — 2727 Dunvale Rd Unit D, Houston TX, 77063

Aug 7, 2025 → Oct 14, 2025

✅ Completed
PSM
SLA Clock
Last business day of August 2025 · Target: Aug 29, 2025
✗ SLA Missed (30 biz days late)
Active: 47 biz days
🕐 Clock stopped: Tech Off Site (Oct 15, 2025)
▶ Clock Running
Status: Created
Aug 7 → Aug 7, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Aug 7 → Aug 7, 2025
0 business days (counted)
Running total: 0 of ? biz days used
17d
▶ Clock Running
Status: Assigned
Aug 7 → Sep 2, 2025
17 business days (counted)
Running total: 17 of ? biz days used
▶ Clock Running
Status: Entered
Sep 2 → Sep 2, 2025
0 business days (counted)
Running total: 17 of ? biz days used
26d
▶ Clock Running
Status: On Hold
Sep 2 → Oct 8, 2025
26 business days (counted)
Running total: 43 of ? biz days used
▶ Clock Running
Status: Assigned
Oct 8 → Oct 8, 2025
0 business days (counted)
Running total: 43 of ? biz days used
3d
▶ Clock Running
Status: Scheduled
Oct 8 → Oct 14, 2025
3 business days (counted)
Running total: 46 of ? biz days used
▶ Clock Running
Status: Tech On Site
Oct 14 → Oct 15, 2025
1 business day (counted)
Running total: 47 of ? biz days used
Created: Aug 7, 2025 Tech Off Site: Oct 15, 2025
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Aug 7 → Aug 7 Created ▶ Running 0 0
Aug 7 → Aug 7 Ready for Scheduling ▶ Running 0 0
Aug 7 → Sep 2 Assigned ▶ Running 17 17
Sep 2 → Sep 2 Entered ▶ Running 0 17
Sep 2 → Oct 8 On Hold ▶ Running 26 43
Oct 8 → Oct 8 Assigned ▶ Running 0 43
Oct 8 → Oct 14 Scheduled ▶ Running 3 46
Oct 14 → Oct 15 Tech On Site ▶ Running 1 47
Dispatch 0.0d
Holding 27.0d (excluded)
Coordinators 21.8d
Field Work 0.9d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Holding (excluded from total)
27.0 days
Coordinators
21.8 days
Over SLA
Field Work
0.9 days
Billing
0.0 days
Created: Aug 7, 2025 Due: Oct 14, 2025 Completed: Oct 15, 2025 (on time)
📅
47.0 days Total Age
⏱️
27.0d in On Hold Longest Stage
🔄
9 transitions Status Changes
⚠️
20.3d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00516997
8/7 chat'd Nakoff, need POC
Closed
Initial Annual Inspection Service https://www.ebiotrack.com/inspection.php?iid=29175
Priority
Standard
Origin
Email
Reason
New Case
Contact
Vickie Johnson
Owner
Sherry Reich
Created
Aug 7, 2025
Work Orders from this Case (1)
WO-01296433 (current) Invoiced
Inspection • Arturo Diaz
Created: Aug 7, 2025 • Closed: Oct 14, 2025
Completed with significant delays
Invoiced • 209 days old
🚨
Primary Delay 27.0 days stuck in "On Hold"
⏱️
Total Delay 20.3 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
18.0d / 0.5d SLA
On Hold
27.0d
Scheduled
3.8d / 2.0d SLA
Tech On Site
0.9d / 1.0d SLA
Tech Off Site
0.0d / 2.0d SLA
Closed
2.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10/8 KKelch scheduled per logged email from Mark

9/2 KKelch placed on hold due to 3 failed attempts to schedule

8/25 KKelch sent Mark an email for scheduling

8/18 KKelch called Mark to schedule for 9/16 between 9 and 10 am. Left VM, sent email.

8/11 KKelch called Mark to schedule for 9/2 between 9 and 10 am. Left VM, sent email. 

🔧 Work Performed
- Inspected equipment found in every exam room - inspected equipment found in labs - inspected equipment found in nurse stations - inspected equipment found in hallways - inquired of staff where any other equipment might be found - confirmed with staff that all equipment that is in use has been inspected - informed staff if any equipment is later found, or pulled from storage, or received from another location, it will require a miscellaneous equipment inspection on a new work order
🔍 Technician Findings
Normal equipment conditions
⚠️ Problem Description
Initial Annual Inspection Service https://www.ebiotrack.com/inspection.php?iid=29175

Timeline

📞
Case Linked Aug 7, 1:00 AM
Case Number: 00516997
Subject: 8/7 chat'd Nakoff, need POC
Status: Closed
📋
2 Work Order Created Aug 7, 8:42 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 Aug 7, 9:02 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 18m
🚨 18.0 business days
🆕
Status: Entered by Kaitlyn Kelch Sep 2, 10:07 AM
From: Assigned, Entered
To: Entered, On Hold
Duration in Previous: 26d 1h, 0m
🚨 27.0 business days
👷
3 Technician Assigned Oct 8, 1:31 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Kaitlyn Kelch
From: On Hold, Assigned
To: Assigned, Scheduled
Duration in Previous: 36d 3h, 0m
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-10-14T14:00:00.000+0000
4.0 business days
⏱️
3x Labor Added Oct 14, 12:30 PM
Type: Labor, Travel
Status: Open
Qty: 0.5, 20
🔧
Status: Tech On Site by Arturo Diaz Oct 14, 12:56 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 23h
🚗
3 Status: Tech Off Site Oct 14, 8:06 PM
Status: Tech Off Site → 2x Labor Added → Status: Completed
⏱️
2x Labor Added
Type: Labor
Status: Open
Qty: 2.5, 1
✔️
Status: Completed by Arturo Diaz
From: Tech Off Site, Completed
To: Completed, Closed
Duration in Previous: 3m, 0m
2.5 business days
📄
2 Status: Ready to Bill Oct 16, 1:04 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
2.0 business days
🧾
Invoice Created Oct 17, 6:23 PM
Invoice Number: SM-243708

Bottlenecks

Assigned
Duration: 18.0 business days (threshold: 4.0 business hours)
Exceeded by 17.5 business days
Scheduled
Duration: 3.8 business days (threshold: 2.0 business days)
Exceeded by 1.8 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00516997
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Arturo Diaz
Scheduled
Oct 14, 10:00 AM
Created
Aug 7, 8:42 AM
Invoice #
SM-243708

Work Details (5)

Name Type Status Qty Amount Date
WL-02969847 Labor Open 0.5 $0.00 Oct 14, 12:30 PM
WL-02969848 Travel Open 20 - Oct 14, 12:30 PM
WL-02969849 Travel Open 20 - Oct 14, 12:30 PM
WL-02970793 Labor Open 2.5 $855.00 Oct 14, 8:09 PM
WL-02970794 Labor Open 1 $0.00 Oct 14, 8:09 PM

Details