Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01303279 ↗ ServiceMax

CenterWell (Humana) • Inspection • PSM

📍 CenterWell McAllen — 1201 East Business Highway 83, McAllen TX, 78501

Sep 9, 2025 → Feb 17, 2026

✅ Completed
PSM
SLA Clock
Last business day of September 2025 · Target: Sep 30, 2025
✗ SLA Missed (92 biz days late)
Active: 108 biz days
🕐 Clock stopped: Tech Off Site (Feb 18, 2026)
▶ Clock Running
Status: Created
Sep 9 → Sep 9, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 9 → Sep 9, 2025
0 business days (counted)
Running total: 0 of ? biz days used
33d
▶ Clock Running
Status: Assigned
Sep 9 → Oct 27, 2025
33 business days (counted)
Running total: 33 of ? biz days used
▶ Clock Running
Status: Entered
Oct 27 → Oct 27, 2025
0 business days (counted)
Running total: 33 of ? biz days used
64d
▶ Clock Running
Status: On Hold
Oct 27 → Feb 2, 2026
64 business days (counted)
Running total: 97 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 2 → Feb 3, 2026
1 business day (counted)
Running total: 98 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 3 → Feb 9, 2026
4 business days (counted)
Running total: 102 of ? biz days used
▶ Clock Running
Status: Scheduled
Feb 9 → Feb 17, 2026
5 business days (counted)
Running total: 107 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 17 → Feb 18, 2026
1 business day (counted)
Running total: 108 of ? biz days used
Created: Sep 9, 2025 Tech Off Site: Feb 18, 2026
Show SLA Clock Detail (9 periods)
Period Status Clock Biz Days Running Total
Sep 9 → Sep 9 Created ▶ Running 0 0
Sep 9 → Sep 9 Ready for Scheduling ▶ Running 0 0
Sep 9 → Oct 27 Assigned ▶ Running 33 33
Oct 27 → Oct 27 Entered ▶ Running 0 33
Oct 27 → Feb 2 On Hold ▶ Running 64 97
Feb 2 → Feb 3 Ready for Scheduling ▶ Running 1 98
Feb 3 → Feb 9 Assigned ▶ Running 4 102
Feb 9 → Feb 17 Scheduled ▶ Running 5 107
Feb 17 → Feb 18 Tech On Site ▶ Running 1 108
Dispatch 0.0d
Holding 65.0d (excluded)
Coordinators 46.7d
Field Work 1.2d
✗ SLA Missed
Dispatch
0.0 days
Holding (excluded from total)
65.0 days
Coordinators
46.7 days
Over SLA
Field Work
1.2 days
Over SLA
Created: Sep 9, 2025 Due: Nov 28, 2025 Completed: Feb 18, 2026 (81 days late)
📅
108.2 days Total Age
⏱️
65.0d in On Hold Longest Stage
🔄
10 transitions Status Changes
⚠️
44.9d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
11 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
👤 Self-scheduled by Arturo Diaz — scheduling delays attributed to technician, not coordinators
Visit 1 Feb 16, 2026
Visit 2 Feb 17, 2026

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00525490
eBiotrack - Automated New Inspection Created
Closed
Annual Equipment Electrical Safety Test And Calibration Service 73 pieces https://www.ebiotrack.com/inspection.php?iid=29948
Priority
Standard
Origin
Email
Reason
New Case
Contact
Marisol Flores
Owner
Sherry Reich
Created
Sep 9, 2025
Work Orders from this Case (1)
WO-01303279 (current) Invoiced
Inspection • Arturo Diaz
Created: Sep 9, 2025 • Closed: Feb 17, 2026
Completed with significant delays
Invoiced • 177 days old
🚨
Primary Delay 65.0 days stuck in "On Hold"
⏱️
Total Delay 44.9 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
1.7d / 1.0d SLA
Assigned
39.0d / 0.5d SLA
On Hold
65.0d
Scheduled
6.0d / 2.0d SLA
Tech On Site
1.2d / 1.0d SLA
Tech Off Site
0.0d / 2.0d SLA
Closed
3.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/9 KKelch scheduled per logged email from Jaclynn

2/9 KKelch sent Jaclynn an email for scheduling

2/3 KKelch called Jaclynn to schedule for 2/17 between 11 and 1 pm. Left info. 

02/02/2026 DNakoff - Try new POC

10/27 KKelch placed on hold due to 3 failed attempts to schedule

10/20 KKelch sent Marisol an email for scheduling

.10/13 KKelch sent Marisol an email for scheduling

10/8 KKelch called Marisol to schedule for 11/19 between 9 and 11 am. Left VM. 

🔧 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
Annual Equipment Electrical Safety Test And Calibration Service 73 pieces https://www.ebiotrack.com/inspection.php?iid=29948

Timeline

📞
Case Linked Sep 9, 7:00 AM
Case Number: 00525490
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Sep 9, 8:59 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 Status: Assigned Sep 9, 9:06 AM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Kaitlyn Kelch
Technician: Anthony Wirth
🚨 34.0 business days
🆕
Status: Entered by Kaitlyn Kelch Oct 27, 10:17 AM
From: Assigned, Entered
To: Entered, On Hold
Duration in Previous: 48d 1h, 0m
🚨 65.0 business days
📅
Status: Ready for Scheduling by Dylan Nakoff Feb 2, 1:30 PM
From: On Hold
To: Ready for Scheduling
Duration in Previous: 98d 4h
👷
▶
2 Technician Assigned Feb 3, 11:07 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 21h 36m
👷
Technician Assigned by Kaitlyn Kelch Feb 3, 12:15 PM
Technician: a0h8Y00000JTAMGQA5, Arturo Diaz
⚠️ 5.0 business days
🗓️
▶
2 Status: Scheduled Feb 9, 10:57 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-02-17T17:00:00.000+0000
💵
2x Expenses Added Feb 9, 11:23 AM
Type: Expenses
Status: Open
Qty: 1
⚠️ 5.0 business days
⏱️
4x Labor Added Feb 16, 7:37 PM
Type: Labor, Travel, Expenses
Status: Open
Qty: 6, 350, 1
🔧
▶
2 Status: Tech On Site Feb 17, 9:20 AM
Status: Tech On Site → 3x Labor Added
⏱️
3x Labor Added
Type: Labor, Travel
Status: Open
Qty: 0.5
⏱️
2x Labor Added Feb 17, 3:44 PM
Type: Labor
Status: Open
Qty: 6, 0.5
🚗
▶
2 Status: Tech Off Site Feb 17, 8:28 PM
Status: Tech Off Site → Status: Completed
✔️
Status: Completed by Arturo Diaz
From: Tech Off Site, Completed
To: Completed, Closed
Duration in Previous: 1m, 0m
⏳ 3.4 business days
📄
Status: Ready to Bill by Diane Patton Feb 20, 10:06 AM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 2d 13h, 0m
⏳ 2.0 business days
🧾
Invoice Created Feb 23, 3:32 PM
Invoice Number: SM-254568

Bottlenecks

Assigned
Duration: 34.0 business days (threshold: 4.0 business hours)
Exceeded by 33.5 business days
Ready for Scheduling
Duration: 1.7 business days (threshold: 1.0 business days)
Exceeded by 5.5 business hours
Assigned
Duration: 5.0 business days (threshold: 4.0 business hours)
Exceeded by 4.5 business days
Scheduled
Duration: 6.0 business days (threshold: 2.0 business days)
Exceeded by 4.0 business days
Tech On Site
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.5 business hours
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00525490
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Arturo Diaz
Scheduled
Feb 17, 12:00 PM
Created
Sep 9, 8:59 AM
Invoice #
SM-254568

Work Details (11)

Name Type Status Qty Amount Date
WL-03097552 Expenses Open 1 $0.00 Feb 9, 11:23 AM
WL-03097553 Expenses Open 1 $0.00 Feb 9, 11:23 AM
WL-03107882 Labor Open 6 $0.00 Feb 16, 7:37 PM
WL-03107883 Travel Open 350 - Feb 16, 7:37 PM
WL-03107884 Expenses Open 1 $0.00 Feb 16, 7:37 PM
WL-03107885 Expenses Open 1 $0.00 Feb 16, 7:37 PM
WL-03108355 Labor Open 0.5 $0.00 Feb 17, 9:23 AM
WL-03108356 Travel Open 5 - Feb 17, 9:23 AM
WL-03108357 Travel Open 5 - Feb 17, 9:23 AM
WL-03108909 Labor Open 6 $1,419.50 Feb 17, 3:44 PM
WL-03108910 Labor Open 0.5 $0.00 Feb 17, 3:44 PM

Details