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WO-01303339 ↗ ServiceMax

USA Vein Clinic • Repair • P5

📍 USA Vein Clinic - West Roxbury — 1208B VFW Parkway Suite 300A, West Roxbury MA, 02132

Sep 9, 2025 → Sep 25, 2025

✅ Completed
P5
SLA Clock
5 business days from creation · Target: Sep 16, 2025
✗ SLA Missed (2 biz days late)
Active: 7 biz days
Paused: 5 biz days
Budget: 5 biz days
🕐 Clock stopped: Completed (Sep 25, 2025)
SLA Target
▶ Clock Running
Status: Created
Sep 9 → Sep 9, 2025
0 business days (counted)
Running total: 0 of 5 biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 9 → Sep 9, 2025
0 business days (counted)
Running total: 0 of 5 biz days used
▶ Clock Running
Status: L2 Screening
Sep 9 → Sep 10, 2025
1 business day (counted)
Running total: 1 of 5 biz days used
⏸5d
⏸ Clock Paused
Status: Awaiting Parts
Sep 10 → Sep 17, 2025
5 business days (not counted)
▶ Clock Running
Status: Reschedule
Sep 17 → Sep 17, 2025
0 business days (counted)
Running total: 1 of 5 biz days used
2d
▶ Clock Running
Status: Assigned
Sep 17 → Sep 19, 2025
2 business days (counted)
Running total: 3 of 5 biz days used
4d
▶ Clock Running
Status: Scheduled
Sep 19 → Sep 25, 2025
4 business days (counted)
Running total: 7 of 5 biz days used
▶ Clock Running
Status: Tech On Site
Sep 25 → Sep 25, 2025
0 business days (counted)
Running total: 7 of 5 biz days used
Created: Sep 9, 2025 Completed: Sep 25, 2025
Business Days Used 7 / 5
0 5d budget +2d over
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Sep 9 → Sep 9 Created ▶ Running 0 0 / 5
Sep 9 → Sep 9 Ready for Scheduling ▶ Running 0 0 / 5
Sep 9 → Sep 10 L2 Screening ▶ Running 1 1 / 5
Sep 10 → Sep 17 Awaiting Parts ⏸ Paused 5 —
Sep 17 → Sep 17 Reschedule ▶ Running 0 1 / 5
Sep 17 → Sep 19 Assigned ▶ Running 2 3 / 5
Sep 19 → Sep 25 Scheduled ▶ Running 4 7 / 5
Sep 25 → Sep 25 Tech On Site ▶ Running 0 7 / 5
Dispatch 1.2d
Material Management 6.0d
Coordinators 7.6d
Field Work 0.4d
Billing 0.0d
✗ SLA Missed
Dispatch
1.2 days
Over SLA
Material Management
6.0 days
Over SLA
Coordinators
7.6 days
Over SLA
Field Work
0.4 days
Billing
0.0 days
Created: Sep 9, 2025 Due: Sep 24, 2025 Completed: Sep 25, 2025 (on time)
📅
13.0 days Total Age
⏱️
6.0d in Awaiting Parts Longest Stage
🔄
10 transitions Status Changes
⚠️
10.2d over Total Delay
📦
1 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 #00524884
HCP repair
Closed
Q-00029924 Asset ID: 20181115150 SN V670989 unit is leaking, not sterilizing. The unit will need to be evaluated to determine if parts are needed for repairs. If the parts quoted are not needed, they will not be replaced. Possible parts needed Door and Dam Gasket 1ea 002-0504-00
Priority
Critical
Origin
Phone
Reason
New Case
Contact
Gael Rueda
Owner
Kimberly Hardison
Created
Sep 5, 2025
Work Orders from this Case (1)
WO-01303339 (current) Invoiced
Repair • James Duff
Created: Sep 9, 2025 • Closed: Sep 25, 2025
Completed with significant delays
Invoiced • 176 days old
🚨
Primary Delay 6.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 10.2 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
L2 Screening
1.2d / 1.0d SLA
Awaiting Parts
6.0d / 3.0d SLA
Reschedule
0.5d / 2.0d SLA
Assigned
2.5d / 0.5d SLA
Scheduled
4.6d / 2.0d SLA
Tech On Site
0.4d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
3.5d / 1.0d SLA
Billing Review
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

9/23/2025 Sramen - updated delay code to site requested reschedule due to needing a Tue/Thu and not being available on 9/22.

9/19 KSmith -- Scheduled for 9/25 with Gael

9/18 KSmith -- Site is only open on Tuesday/Thursday's. Gael is checking if we could come tomorrow or if we need to come on 9/23 when they are open

9/17 KSmith -- Sent email to schedule for Friday on WO-01304916

09/16/2025 SRobinson- Due date updated to match tracking. Arrival 09/18. 1ZE444250373059808

🔧 Work Performed
09/25/2025 - JWD - Located autoclave and confirmed issue. The reason why unit was leaking was because the Gasket wire where it was welded was in the down position which would cause it to leak. I replaced the gasket which was given to me by the customer and put it in the right way which is in the upper position
🔍 Technician Findings
09/25/2025 - JWD - Locate autoclave and confirm issue. Repair if possible and order parts if needed. Notify POC of repair status.
⚠️ Problem Description
Q-00029924 Asset ID: 20181115150 SN V670989 unit is leaking, not sterilizing. The unit will need to be evaluated to determine if parts are needed for repairs. If the parts quoted are not needed, they will not be replaced. Possible parts needed Door and Dam Gasket 1ea 002-0504-00

Timeline

📞
Case Linked Sep 5, 1:08 PM
Case Number: 00524884
Subject: HCP repair
Status: Closed
⏳ 3.0 business days
📋
▶
2 Work Order Created Sep 9, 11:43 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered, Ready for Scheduling
To: Ready for Scheduling, L2 Screening
Duration in Previous: 1m, 0m
📦
▶
2 Parts Requested Sep 9, 9:21 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Keith Weiss
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 9h 37m
⚠️ 6.3 business days
🔄
▶
2 Status: Reschedule Sep 17, 11:37 AM
Status: Reschedule → Expenses Added
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
👷
▶
2 Technician Assigned Sep 17, 3:48 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Reschedule
To: Assigned
Duration in Previous: 4h 10m
⏳ 3.0 business days
👷
▶
3 Technician Assigned Sep 19, 3:21 PM
Technician Assigned → Status: Scheduled → Dispatch Scheduled
🗓️
Status: Scheduled by Kourtney Smith
From: Assigned
To: Scheduled
Duration in Previous: 1d 23h
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-09-25T13:00:00.000+0000
⚠️ 5.0 business days
📅
Dispatch Scheduled by Shawn Rogers Sep 25, 8:11 AM
Scheduled For: 2025-09-25T14:00:00.000+0000
🔧
Status: Tech On Site by James Duff Sep 25, 1:10 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 21h
⏱️
2x Labor Added Sep 25, 3:40 PM
Type: Labor
Status: Open
Qty: 1.5, 0.25
⏱️
▶
2 Labor Added Sep 25, 4:15 PM
Labor Added → Status: Completed
✔️
Status: Completed by James Duff
From: Tech On Site
To: Completed
Duration in Previous: 3h 9m
💵
▶
2 Expenses Added Sep 25, 4:21 PM
Expenses Added → Status: Closed
🏁
Status: Closed by James Duff
From: Completed
To: Closed
Duration in Previous: 2m
⏳ 4.0 business days
📄
▶
2 Status: Ready to Bill Sep 30, 9:14 AM
Status: Ready to Bill → Status: Ready to Bill
📄
Status: Ready to Bill by Diane Patton
From: Billing Review, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 1m, 0m
⏳ 4.0 business days
🧾
Invoice Created Oct 5, 11:53 PM
Invoice Number: SM-242353

Bottlenecks

L2 Screening
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.4 business hours
Awaiting Parts
Duration: 6.0 business days (threshold: 3.0 business days)
Exceeded by 3.0 business days
Assigned
Duration: 2.5 business days (threshold: 4.0 business hours)
Exceeded by 2.0 business days
Scheduled
Duration: 4.6 business days (threshold: 2.0 business days)
Exceeded by 2.6 business days
Closed
Duration: 3.5 business days (threshold: 1.0 business days)
Exceeded by 2.5 business days

🔗 Related Artifacts

📞
Case 00524884
Closed
📦
Parts Order 00081479
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P5
Type
Repair
Branch
Edge
Technician
James Duff
Scheduled
Sep 25, 10:00 AM
Created
Sep 9, 11:43 AM
Invoice #
SM-242353

Work Details (5)

Name Type Status Qty Amount Date
WL-02938626 Expenses Open 1 $0.00 Sep 17, 11:37 AM
WL-02949377 Labor Open 1.5 $223.50 Sep 25, 3:40 PM
WL-02949378 Labor Open 0.25 $298.00 Sep 25, 3:40 PM
WL-02949432 Labor Open 0.16666666666667 $0.00 Sep 25, 4:15 PM
WL-02949436 Expenses Open 1 $0.00 Sep 25, 4:21 PM

Details