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← WO Overview

WO-01298915 ↗ ServiceMax

HCA Urgent Care • Inspection • PSM

📍 CareNow - Frisco Preston — 5644 Preston Road, Frisco TX, 75034

Aug 21, 2025 → Sep 26, 2025

✅ Completed
PSM
SLA Clock
Last business day of August 2025 · Target: Aug 29, 2025
✗ SLA Missed (18 biz days late)
Active: 25 biz days
🕐 Clock stopped: Completed (Sep 26, 2025)
▶ Clock Running
Status: Created
Aug 21 → Aug 21, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Aug 21 → Aug 21, 2025
0 business days (counted)
Running total: 0 of ? biz days used
2d
▶ Clock Running
Status: Assigned
Aug 21 → Aug 25, 2025
2 business days (counted)
Running total: 2 of ? biz days used
▶ Clock Running
Status: Entered
Aug 25 → Aug 25, 2025
0 business days (counted)
Running total: 2 of ? biz days used
14d
▶ Clock Running
Status: On Hold
Aug 25 → Sep 15, 2025
14 business days (counted)
Running total: 16 of ? biz days used
▶ Clock Running
Status: Assigned
Sep 15 → Sep 15, 2025
0 business days (counted)
Running total: 16 of ? biz days used
3d
▶ Clock Running
Status: Scheduled
Sep 15 → Sep 18, 2025
3 business days (counted)
Running total: 19 of ? biz days used
▶ Clock Running
Status: Reschedule
Sep 18 → Sep 18, 2025
0 business days (counted)
Running total: 19 of ? biz days used
6d
▶ Clock Running
Status: Scheduled
Sep 18 → Sep 26, 2025
6 business days (counted)
Running total: 25 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 26 → Sep 26, 2025
0 business days (counted)
Running total: 25 of ? biz days used
Created: Aug 21, 2025 Completed: Sep 26, 2025
Show SLA Clock Detail (10 periods)
Period Status Clock Biz Days Running Total
Aug 21 → Aug 21 Created ▶ Running 0 0
Aug 21 → Aug 21 Ready for Scheduling ▶ Running 0 0
Aug 21 → Aug 25 Assigned ▶ Running 2 2
Aug 25 → Aug 25 Entered ▶ Running 0 2
Aug 25 → Sep 15 On Hold ▶ Running 14 16
Sep 15 → Sep 15 Assigned ▶ Running 0 16
Sep 15 → Sep 18 Scheduled ▶ Running 3 19
Sep 18 → Sep 18 Reschedule ▶ Running 0 19
Sep 18 → Sep 26 Scheduled ▶ Running 6 25
Sep 26 → Sep 26 Tech On Site ▶ Running 0 25
Dispatch 0.0d
Holding 15.0d (excluded)
Coordinators 14.0d
Field Work 0.8d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Holding (excluded from total)
15.0 days
Coordinators
14.0 days
Over SLA
Field Work
0.8 days
Billing
0.0 days
Created: Aug 21, 2025 Due: Sep 30, 2025 Completed: Sep 26, 2025 (4 days early)
📅
26.0 days Total Age
⏱️
15.0d in On Hold Longest Stage
🔄
11 transitions Status Changes
⚠️
10.0d 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 #00520892
eBiotrack - New Inspection Created
Closed
Inspection: Annual Equipment Electrical Safety Test And Calibration Service Equip: 67 https://www.ebiotrack.com/inspection.php?iid=29468 >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Inspection Flag: If more than 2 hours of travel for repairs or misc inspections, please contact the customer for approval. Travel is included on annual inspections. Inspection Flag: This site requires repairs over $1500 to be approved by Vickie Johnson. Please reach out to the account manager before moving forward with any repair over this amount so that they can have it approved first. Inspection Flag: DO NOT PUT REPAIRS ON INSPECTIONS. Inspections and repairs are to be billed separately.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Keelie Kirby
Owner
John Rolston
Created
Aug 21, 2025
Work Orders from this Case (1)
WO-01298915 (current) Invoiced
Inspection • Zachary Stieben
Created: Aug 21, 2025 • Closed: Sep 26, 2025
Completed with significant delays
Invoiced • 195 days old
🚨
Primary Delay 15.0 days stuck in "On Hold"
⏱️
Total Delay 10.0 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
3.0d / 0.5d SLA
On Hold
15.0d
Scheduled
10.9d / 2.0d SLA
Reschedule
0.1d / 2.0d SLA
Tech On Site
0.5d / 1.0d SLA
Completed
0.3d / 1.0d SLA
Closed
1.6d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

9/18 KKelch called Gabby to reschedule for 9/30 between 9 and 10 am. Left info. 

9/15 KKelch Gabby called me back to schedule for 9/26 between 9 and 10 am. Customer confirmed. 

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

8/25 KKelch called Keelie to schedule for 9/8 between 9 and 10 am. She no longer works for HCA, placed on hold for better contact.

🔧 Work Performed
Inspected 64 pieces of equipment. Completed ebiotrack inspection report.
🔍 Technician Findings
9/26/2025 Zachary Stieben arrived on site. Found 64 pieces of equipment to be inspected.
⚠️ Problem Description
Inspection: Annual Equipment Electrical Safety Test And Calibration Service Equip: 67 https://www.ebiotrack.com/inspection.php?iid=29468 >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Inspection Flag: If more than 2 hours of travel for repairs or misc inspections, please contact the customer for approval. Travel is included on annual inspections. Inspection Flag: This site requires repairs over $1500 to be approved by Vickie Johnson. Please reach out to the account manager before moving forward with any repair over this amount so that they can have it approved first. Inspection Flag: DO NOT PUT REPAIRS ON INSPECTIONS. Inspections and repairs are to be billed separately.

Timeline

📞
Case Linked Aug 21, 9:49 AM
Case Number: 00520892
Subject: eBiotrack - New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Aug 21, 10:25 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by John Rolston
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Technician Assigned Aug 21, 10:51 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 24m
⏳ 3.0 business days
🆕
Status: Entered by Kaitlyn Kelch Aug 25, 9:40 AM
From: Assigned, Entered
To: Entered, On Hold
Duration in Previous: 3d 22h, 0m
🚨 15.0 business days
👷
▶
3 Technician Assigned Sep 15, 12:41 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Kaitlyn Kelch
From: On Hold, Assigned
To: Assigned, Scheduled
Duration in Previous: 21d 3h, 0m
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-09-26T14:00:00.000+0000
⏳ 4.0 business days
🔄
Status: Reschedule by Kaitlyn Kelch Sep 18, 10:54 AM
From: Scheduled
To: Reschedule
Duration in Previous: 2d 22h
📅
▶
2 Dispatch Scheduled Sep 18, 11:28 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Reschedule
To: Scheduled
Duration in Previous: 34m
⚠️ 7.0 business days
🔧
Status: Tech On Site by Zachary Stieben Sep 26, 9:05 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 7d 21h
✔️
Status: Completed by Zachary Stieben Sep 26, 1:04 PM
From: Tech On Site
To: Completed
Duration in Previous: 3h 58m
🚗
▶
3 2x Travel Added Sep 26, 3:04 PM
2x Travel Added → 3x Labor Added → Status: Closed
⏱️
3x Labor Added
Type: Labor
Status: Open
Qty: 0.75, 4
🏁
Status: Closed by Zachary Stieben
From: Completed
To: Closed
Duration in Previous: 2h 2m
⏳ 2.0 business days
📄
▶
2 Status: Ready to Bill Sep 29, 10:50 AM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⏳ 2.0 business days
🧾
Invoice Created Sep 30, 9:29 PM
Invoice Number: SM-242283

Bottlenecks

Assigned
Duration: 3.0 business days (threshold: 4.0 business hours)
Exceeded by 2.5 business days
Scheduled
Duration: 3.9 business days (threshold: 2.0 business days)
Exceeded by 1.9 business days
Scheduled
Duration: 7.0 business days (threshold: 2.0 business days)
Exceeded by 5.0 business days
Closed
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 4.9 business hours

🔗 Related Artifacts

📞
Case 00520892
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Zachary Stieben
Scheduled
Sep 26, 10:00 AM
Created
Aug 21, 10:25 AM
Invoice #
SM-242283

Work Details (5)

Name Type Status Qty Amount Date
WL-02951052 Travel Open 26 - Sep 26, 3:04 PM
WL-02951053 Travel Open 26 - Sep 26, 3:04 PM
WL-02951059 Labor Open 0.75 $0.00 Sep 26, 3:06 PM
WL-02951060 Labor Open 4 $855.00 Sep 26, 3:06 PM
WL-02951061 Labor Open 0.75 $0.00 Sep 26, 3:06 PM

Details