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WO-01302065 ↗ ServiceMax

Carelon • Inspection • PSM

📍 Carelon - CA-OC Santa Ana — 1945 E. 17th St #101, Santa Ana CA, 92705-6862

Sep 5, 2025 → Oct 14, 2025

✅ Completed
PSM
SLA Clock
Last business day of September 2025 · Target: Sep 30, 2025
✗ SLA Missed (9 biz days late)
Active: 27 biz days
🕐 Clock stopped: Completed (Oct 15, 2025)
▶ Clock Running
Status: Created
Sep 5 → Sep 5, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 5 → Sep 5, 2025
0 business days (counted)
Running total: 0 of ? biz days used
22d
▶ Clock Running
Status: Assigned
Sep 5 → Oct 7, 2025
22 business days (counted)
Running total: 22 of ? biz days used
▶ Clock Running
Status: On Hold
Oct 7 → Oct 10, 2025
3 business days (counted)
Running total: 25 of ? biz days used
▶ Clock Running
Status: Assigned
Oct 10 → Oct 10, 2025
0 business days (counted)
Running total: 25 of ? biz days used
2d
▶ Clock Running
Status: Scheduled
Oct 10 → Oct 15, 2025
2 business days (counted)
Running total: 27 of ? biz days used
Created: Sep 5, 2025 Completed: Oct 15, 2025
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Sep 5 → Sep 5 Created ▶ Running 0 0
Sep 5 → Sep 5 Ready for Scheduling ▶ Running 0 0
Sep 5 → Oct 7 Assigned ▶ Running 22 22
Oct 7 → Oct 10 On Hold ▶ Running 3 25
Oct 10 → Oct 10 Assigned ▶ Running 0 25
Oct 10 → Oct 15 Scheduled ▶ Running 2 27
Dispatch 0.0d
Holding 4.0d (excluded)
Coordinators 24.6d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Holding (excluded from total)
4.0 days
Coordinators
24.6 days
Over SLA
Billing
0.0 days
Created: Sep 5, 2025 Due: Oct 14, 2025 Completed: Oct 15, 2025 (on time)
📅
26.6 days Total Age
⏱️
22.3d in Assigned Longest Stage
🔄
7 transitions Status Changes
⚠️
23.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00524969
eBiotrack - New Inspection Created
Closed
Initial Annual Inspection Service https://www.ebiotrack.com/inspection.php?iid=29873
Priority
Standard
Origin
Email
Reason
New Case
Contact
Ana Partida
Owner
Kimberly Hardison
Created
Sep 5, 2025
Work Orders from this Case (1)
WO-01302065 (current) Invoiced
Inspection • Rene Yescas
Created: Sep 5, 2025 • Closed: Oct 14, 2025
Completed with significant delays
Invoiced • 180 days old
🚨
Primary Delay 22.3 days stuck in "Assigned"
⏱️
Total Delay 23.0 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
0.0d / 1.0d SLA
Assigned
22.3d / 0.5d SLA
On Hold
4.0d
Scheduled
2.2d / 2.0d SLA
Closed
2.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10-10 Mburris  site emailed Account M and asked if they could reschedule for Tuesday as they can't do Monday

10/9/25 RCook- Received text from tech stating he scheduled with the site for 10/13/25 with an arrival time between 8-10AM.


10/07/2025 LHill-sent chatter to @[Scott Berry]​ I escalated this WO. 3 attempts were made to schedule with no response.


10/07/2025 LHill-escalated WO to Scott Berry/Acct Mgr-3 attempts were made to schedule with no response.


10/06/2025 LHill-sent email to katherine.rodelo@caremore.com to attempt to schedule on 10/13 with tech arrival between 8-10.


10-3 Mburris email sent to POC

10-2 Mburris email sent to POC

9/8 KHardison, Updated contact per attached email.

🔧 Work Performed
performed initial annual inspection,service complete
🔍 Technician Findings
perform initial annual inspection service
⚠️ Problem Description
Initial Annual Inspection Service https://www.ebiotrack.com/inspection.php?iid=29873

Timeline

📞
Case Linked Sep 5, 3:41 PM
Case Number: 00524969
Subject: eBiotrack - New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Sep 5, 5:01 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Technician Assigned Sep 5, 5:13 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 11m
🚨 22.8 business days
⏸️
Status: On Hold by Laura Hill Oct 7, 11:58 AM
From: Assigned
To: On Hold
Duration in Previous: 31d 18h
⏳ 4.0 business days
👷
▶
3 Technician Assigned Oct 10, 9:35 AM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Rhea Berry
From: On Hold, Assigned
To: Assigned, Scheduled
Duration in Previous: 2d 21h, 0m
📅
Dispatch Scheduled by Rhea Berry
Scheduled For: 2025-10-13T12:00:00.000+0000
📅
Dispatch Scheduled by Michael Burris Oct 10, 1:16 PM
Scheduled For: 2025-10-14T12:00:00.000+0000
📅
Dispatch Scheduled by Michael Burris Oct 10, 3:29 PM
Scheduled For: 2025-10-14T12:01:00.000+0000
⏳ 2.0 business days
⏱️
▶
2 5x Labor Added Oct 14, 9:31 PM
5x Labor Added → Status: Completed
✔️
Status: Completed by Rene Yescas
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 4d 11h, 0m
⏳ 2.3 business days
📄
▶
2 Status: Ready to Bill Oct 16, 1:42 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
🚨 40.0 business days
🧾
Invoice Created Dec 15, 1:01 PM
Invoice Number: SM-243713

Bottlenecks

Assigned
Duration: 22.3 business days (threshold: 4.0 business hours)
Exceeded by 21.8 business days
Scheduled
Duration: 2.2 business days (threshold: 2.0 business days)
Exceeded by 1.5 business hours
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00524969
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
N/A
Technician
Rene Yescas
Scheduled
Oct 14, 8:01 AM
Created
Sep 5, 5:01 PM
Invoice #
SM-243713

Work Details (5)

Name Type Status Qty Amount Date
WL-02970926 Labor Open 0.5 $0.00 Oct 14, 9:31 PM
WL-02970927 Labor Open 7 $1,955.00 Oct 14, 9:31 PM
WL-02970928 Labor Open 0.5 $0.00 Oct 14, 9:31 PM
WL-02970929 Travel Open 10 - Oct 14, 9:31 PM
WL-02970930 Travel Open 10 - Oct 14, 9:31 PM

Details