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← WO Overview

WO-01303609 ↗ ServiceMax

HCA Urgent Care • Inspection • PSM

📍 CareNow - DU Neighborhood #24945 — 1405 E Evans Ave, Denver CO, 80210

Sep 10, 2025 → Nov 20, 2025

✅ Completed
PSM
SLA Clock
Last business day of September 2025 · Target: Sep 30, 2025
✗ SLA Missed (34 biz days late)
Active: 49 biz days
🕐 Clock stopped: Completed (Nov 20, 2025)
▶ Clock Running
Status: Created
Sep 10 → Sep 10, 2025
0 business days (counted)
Running total: 0 of ? biz days used
15d
▶ Clock Running
Status: Ready for Scheduling
Sep 10 → Oct 1, 2025
15 business days (counted)
Running total: 15 of ? biz days used
▶ Clock Running
Status: Assigned
Oct 1 → Oct 1, 2025
0 business days (counted)
Running total: 15 of ? biz days used
5d
▶ Clock Running
Status: Scheduled
Oct 1 → Oct 8, 2025
5 business days (counted)
Running total: 20 of ? biz days used
▶ Clock Running
Status: Reschedule
Oct 8 → Oct 8, 2025
0 business days (counted)
Running total: 20 of ? biz days used
7d
▶ Clock Running
Status: Assigned
Oct 8 → Oct 20, 2025
7 business days (counted)
Running total: 27 of ? biz days used
▶ Clock Running
Status: Scheduled
Oct 20 → Oct 22, 2025
2 business days (counted)
Running total: 29 of ? biz days used
8d
▶ Clock Running
Status: Reschedule
Oct 22 → Nov 3, 2025
8 business days (counted)
Running total: 37 of ? biz days used
8d
▶ Clock Running
Status: Assigned
Nov 3 → Nov 14, 2025
8 business days (counted)
Running total: 45 of ? biz days used
▶ Clock Running
Status: Scheduled
Nov 14 → Nov 19, 2025
3 business days (counted)
Running total: 48 of ? biz days used
▶ Clock Running
Status: Tech On Site
Nov 19 → Nov 20, 2025
1 business day (counted)
Running total: 49 of ? biz days used
Created: Sep 10, 2025 Completed: Nov 20, 2025
Show SLA Clock Detail (11 periods)
Period Status Clock Biz Days Running Total
Sep 10 → Sep 10 Created ▶ Running 0 0
Sep 10 → Oct 1 Ready for Scheduling ▶ Running 15 15
Oct 1 → Oct 1 Assigned ▶ Running 0 15
Oct 1 → Oct 8 Scheduled ▶ Running 5 20
Oct 8 → Oct 8 Reschedule ▶ Running 0 20
Oct 8 → Oct 20 Assigned ▶ Running 7 27
Oct 20 → Oct 22 Scheduled ▶ Running 2 29
Oct 22 → Nov 3 Reschedule ▶ Running 8 37
Nov 3 → Nov 14 Assigned ▶ Running 8 45
Nov 14 → Nov 19 Scheduled ▶ Running 3 48
Nov 19 → Nov 20 Tech On Site ▶ Running 1 49
Dispatch 0.0d
Coordinators 52.9d
Field Work 1.8d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
52.9 days
Over SLA
Field Work
1.8 days
Over SLA
Billing
0.0 days
Created: Sep 10, 2025 Due: Nov 8, 2025 Completed: Nov 20, 2025 (11 days late)
📅
49.9 days Total Age
⏱️
16.0d in Ready for Scheduling Longest Stage
🔄
11 transitions Status Changes
⚠️
44.7d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
15 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits (2 reschedules)
2 on-site visits — follow-up trip required
👤 Self-scheduled by Michael Russell — scheduling delays attributed to technician, not coordinators
Visit 1 Nov 18, 2025
Visit 2 Nov 19, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00525879
eBiotrack - Automated New Inspection Created
Closed
Inspection: Annual Equipment Electrical Safety Test And Calibration Service 63 pieces https://www.ebiotrack.com/inspection.php?iid=29964
Priority
Standard
Origin
Email
Reason
New Case
Contact
Alesha Thomas
Owner
Leona Coonrod
Created
Sep 10, 2025
Work Orders from this Case (1)
WO-01303609 (current) Invoiced
Inspection • Michael Russell
Created: Sep 10, 2025 • Closed: Nov 20, 2025
Completed with significant delays
Invoiced • 175 days old
🚨
Primary Delay 16.0 days stuck in "Ready for Scheduling"
⏱️
Total Delay 44.7 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
16.0d / 1.0d SLA
Scheduled
11.5d / 2.0d SLA
Assigned
16.5d / 0.5d SLA
Reschedule
8.9d / 2.0d SLA
Tech On Site
1.8d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11-14 Mburris email from Site to set


CONFIRMED


11/10/2025 LHill-sent email to Elizabeth Laufer-I'm adding @Michael Burris to this email thread as he is the scheduling coordinator for your area.


11/10/2025 LHill-rec'd email from Elizabeth Laufer-I am following up to see if we can have this service scheduled ASAP?


11/07/2025 LHill-rec'd email from Kaitlyn-EMSAR -Michael Burris is working this one so I'm going to add him onto this thread.

See logged email.


11/07/2025 LHill-rec'd email from Elizabeth Laufer-

Can you please assist me in providing a date when the annual inspection will be performed at the CareNow DU Neighborhood location? 

I am on site today and just noticed that all of the inspection stickers expired October 2025.


09/18/2025 LHill-sent chatter to Dylan/Acct. Mgr-Please update the contact for this location to Aziza Cruz. Ph number remains the same.


09/18/2025 LHill Called (720) 449-8050 and found out that Alesha Thomas no longer works at that facility. Aziza Cruz is now the contact. She confirmed contact & equipment.

Scheduling ahead needed: No


Certain day or time: M-F 8AM-8PM 


Confirmed contact information is correct: Yes 


Anything additional needed for tech to gain access to the facility: No


09/15/2025 LHill-sent email to Alesha Thomas at alesha.thomas@hcahealthcare.com to confirm contact & equipment.


09/15/2025 LHill-Called (720) 449-8050 for Alesha Thomas to confirm contact & equipment. The line just rings. Unable to leave a message.

🔧 Work Performed
Performed inspection and calibration
🔍 Technician Findings
inspection and calibration
⚠️ Problem Description
Inspection: Annual Equipment Electrical Safety Test And Calibration Service 63 pieces https://www.ebiotrack.com/inspection.php?iid=29964

Timeline

📞
Case Linked Sep 10, 7:00 AM
Case Number: 00525879
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Sep 10, 11:33 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Leona Coonrod
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
🚨 16.0 business days
👷
▶
3 Status: Assigned Oct 1, 6:52 PM
Status: Assigned → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Michael Burris
Technician: Michah Brackett
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-10-14T16:00:00.000+0000
📅
Dispatch Scheduled by Michael Burris Oct 1, 6:59 PM
Scheduled For: 2025-10-13T16:00:00.000+0000
⚠️ 5.6 business days
🔄
▶
2 Status: Reschedule Oct 8, 4:06 PM
Status: Reschedule → Technician Assigned
👷
Technician Assigned by Kaitlyn Kelch
Technician: Andrew Przybyla
⚠️ 8.0 business days
🗓️
▶
2 Status: Scheduled Oct 20, 12:17 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-11-04T16:00:00.000+0000
⏳ 3.0 business days
🔄
Status: Reschedule by Kaitlyn Kelch Oct 22, 12:26 PM
From: Scheduled
To: Reschedule
Duration in Previous: 2d 0h
⚠️ 9.0 business days
👷
▶
2 Technician Assigned Nov 3, 10:17 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Reschedule
To: Assigned
Duration in Previous: 11d 22h
⚠️ 9.0 business days
🗓️
▶
2 Status: Scheduled Nov 14, 4:04 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-11-19T17:00:00.000+0000
⏳ 3.0 business days
💵
3x Expenses Added Nov 18, 1:25 PM
Type: Expenses
Status: Open
Qty: 1
⏱️
5x Labor Added Nov 19, 8:22 AM
Type: Labor, Expenses
Status: Open
Qty: 8, 1
🔧
Status: Tech On Site by Michael Russell Nov 19, 11:40 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 19h
⏱️
▶
2 7x Labor Added Nov 20, 1:47 AM
7x Labor Added → Status: Completed
✔️
Status: Completed by Michael Russell
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 14h 7m, 0m
⏳ 2.0 business days
📄
▶
2 Status: Ready to Bill Nov 21, 2:40 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
🚨 10.0 business days
🧾
Invoice Created Dec 8, 4:32 PM
Invoice Number: 247362

Bottlenecks

Ready for Scheduling
Duration: 16.0 business days (threshold: 1.0 business days)
Exceeded by 15.0 business days
Scheduled
Duration: 5.1 business days (threshold: 2.0 business days)
Exceeded by 3.1 business days
Assigned
Duration: 7.5 business days (threshold: 4.0 business hours)
Exceeded by 7.0 business days
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 7.7 business hours
Reschedule
Duration: 8.9 business days (threshold: 2.0 business days)
Exceeded by 6.9 business days
Assigned
Duration: 9.0 business days (threshold: 4.0 business hours)
Exceeded by 8.5 business days
Scheduled
Duration: 3.4 business days (threshold: 2.0 business days)
Exceeded by 1.4 business days
Tech On Site
Duration: 1.8 business days (threshold: 1.0 business days)
Exceeded by 6.1 business hours
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00525879
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Michael Russell
Scheduled
Nov 19, 12:00 PM
Created
Sep 10, 11:33 AM
Invoice #
247362

Work Details (15)

Name Type Status Qty Amount Date
WL-03011265 Expenses Open 1 $0.00 Nov 18, 1:25 PM
WL-03011266 Expenses Open 1 $0.00 Nov 18, 1:25 PM
WL-03011267 Expenses Open 1 $0.00 Nov 18, 1:25 PM
WL-03012703 Labor Open 8 $0.00 Nov 19, 8:22 AM
WL-03012704 Expenses Open 1 $0.00 Nov 19, 8:22 AM
WL-03012705 Expenses Open 1 $0.00 Nov 19, 8:22 AM
WL-03012706 Expenses Open 1 $0.00 Nov 19, 8:22 AM
WL-03012707 Expenses Open 1 $0.00 Nov 19, 8:22 AM
WL-03014184 Labor Open 1 $0.00 Nov 20, 1:47 AM
WL-03014185 Labor Open 6 $1,378.60 Nov 20, 1:47 AM
WL-03014186 Labor Open 6 $0.00 Nov 20, 1:47 AM
WL-03014187 Travel Open 15 - Nov 20, 1:47 AM
WL-03014188 Travel Open 45 - Nov 20, 1:47 AM
WL-03014189 Expenses Open 1 $0.00 Nov 20, 1:47 AM
WL-03014190 Expenses Open 1 $0.00 Nov 20, 1:47 AM

Details