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WO-01304321 ↗ ServiceMax

CenterWell (Humana) • Virtual Tech - Drop Shipment • PC

📍 Centerwell - Columbia — 2738 Decker Blvd, Columbia SC, 29206

Sep 15, 2025 → Mar 4, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Nov 14, 2025
✗ SLA Missed
Active: 6 biz days
Paused: 108 biz days
🕐 Clock stopped: Completed (Mar 4, 2026)
▶ Clock Running
Status: Created
Sep 15 → Sep 15, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸ Clock Paused
Status: Awaiting Parts
Sep 15 → Sep 15, 2025
0 business days (not counted)
▶ Clock Running
Status: Assigned
Sep 15 → Sep 15, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸108d
⏸ Clock Paused
Status: Awaiting Parts
Sep 15 → Feb 24, 2026
108 business days (not counted)
▶ Clock Running
Status: L2 Review
Feb 24 → Feb 27, 2026
3 business days (counted)
Running total: 3 of ? biz days used
▶ Clock Running
Status: Closed
Feb 27 → Mar 4, 2026
3 business days (counted)
Running total: 6 of ? biz days used
▶ Clock Running
Status: Billing Review
Mar 4 → Mar 4, 2026
0 business days (counted)
Running total: 6 of ? biz days used
▶ Clock Running
Status: Entered
Mar 4 → Mar 4, 2026
0 business days (counted)
Running total: 6 of ? biz days used
Created: Sep 15, 2025 Completed: Mar 4, 2026
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Sep 15 → Sep 15 Created ▶ Running 0 0
Sep 15 → Sep 15 Awaiting Parts ⏸ Paused 0 —
Sep 15 → Sep 15 Assigned ▶ Running 0 0
Sep 15 → Feb 24 Awaiting Parts ⏸ Paused 108 —
Feb 24 → Feb 27 L2 Review ▶ Running 3 3
Feb 27 → Mar 4 Closed ▶ Running 3 6
Mar 4 → Mar 4 Billing Review ▶ Running 0 6
Mar 4 → Mar 4 Entered ▶ Running 0 6
Dispatch 0.0d
Material Management 109.0d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
109.0 days
Over SLA
Billing
0.0 days
Created: Sep 15, 2025 Due: Nov 14, 2025 Completed: Mar 4, 2026 (109 days late)
📅
115.0 days Total Age
⏱️
109.0d in Awaiting Parts Longest Stage
🔄
8 transitions Status Changes
⚠️
108.3d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00527172
Need Keys for fridge
Closed
Model: Accucold - ARS12PV Model Type: Refrigerator Custom Field: Notes: Asset ID: 6320762 Site: CenterWell (Humana) - Centerwell - Columbia Department: URGENT CAREDepreciation Start Date:Physical Location: LABDepreciation Term: yrsSerial #: N/A
Priority
Standard
Origin
Phone
Reason
New Case
Contact
Sarah Branton
Owner
Derek Reynolds
Created
Sep 15, 2025
Work Orders from this Case (1)
WO-01304321 (current) Invoiced
Virtual Tech - Drop Shipment • Virtual Tech
Created: Sep 15, 2025 • Closed: Mar 4, 2026
Completed with significant delays
Invoiced • 170 days old
🚨
Primary Delay 109.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 108.3 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
Awaiting Parts
109.0d / 3.0d SLA
L2 Review
4.0d
Closed
3.3d / 1.0d SLA
Billing Review
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

3/4/26 DPatton - Error message when trying to invoice this WO. (WO needs updated to Serviced & Closed-on date)


11-19 DSR Customer sent email requesting update on parts order need tracking # or parts order status. Sent Case to Orders Q

🔧 Work Performed
Key look up and assist with parts oreder
🔍 Technician Findings
Key look up and assist with parts oreder
⚠️ Problem Description
Model: Accucold - ARS12PV Model Type: Refrigerator Custom Field: Notes: Asset ID: 6320762 Site: CenterWell (Humana) - Centerwell - Columbia Department: URGENT CAREDepreciation Start Date:Physical Location: LABDepreciation Term: yrsSerial #: N/A https://www.ebiotrack.com/workorder.php?wo=68201

Timeline

📞
▶
4 Case Linked Sep 15, 11:14 AM
Case Linked → Work Order Created → Parts Requested → Status: Awaiting Parts
📋
Work Order Created
Work Order: WO-01304321
Type: Virtual Tech - Drop Shipment
Priority: PC
📦
Parts Requested
Order: 00081731
Status: Closed
📦
Status: Awaiting Parts by Derek Reynolds
From: Entered
To: Awaiting Parts
Duration in Previous: 1m
⏱️
▶
3 Labor Added Sep 15, 11:20 AM
Labor Added → Status: Assigned → Technician Assigned
👷
Status: Assigned by Derek Reynolds
From: Awaiting Parts, Assigned
To: Assigned, Awaiting Parts
Duration in Previous: 1m, 0m
👷
Technician Assigned by Derek Reynolds
Technician: Virtual Tech
🚨 109.0 business days
🔩
▶
2 2x Parts Added Feb 24, 10:22 AM
2x Parts Added → Status: L2 Review
👀
Status: L2 Review by Sean Weaver
From: Awaiting Parts
To: L2 Review
Duration in Previous: 162d 0h
⏳ 4.0 business days
🏁
Status: Closed by Gavin Poole Feb 27, 4:42 PM
From: L2 Review
To: Closed
Duration in Previous: 3d 6h
⏳ 3.9 business days
💵
Status: Billing Review by Diane Patton Mar 4, 9:52 AM
From: Closed
To: Billing Review
Duration in Previous: 4d 17h
🆕
▶
2 Status: Entered Mar 4, 10:01 AM
Status: Entered → Status: Completed
✔️
Status: Completed by Derek Reynolds
From: Entered, Completed
To: Completed, Closed
Duration in Previous: 2m, 0m
📄
▶
2 Status: Ready to Bill Mar 4, 10:12 AM
Status: Ready to Bill → Invoice Created
🧾
Invoice Created
Invoice Number: SM-255537

Bottlenecks

Awaiting Parts
Duration: 109.0 business days (threshold: 3.0 business days)
Exceeded by 106.0 business days
Closed
Duration: 3.3 business days (threshold: 1.0 business days)
Exceeded by 2.3 business days

🔗 Related Artifacts

📞
Case 00527172
Closed
📦
Parts Order 00081731
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech - Drop Shipment
Branch
Edge
Technician
Virtual Tech
Scheduled
N/A
Created
Sep 15, 11:17 AM
Invoice #
SM-255537

Work Details (3)

Name Type Status Qty Amount Date
WL-02935931 Labor Open 0.31666666666667 $59.50 Sep 15, 11:20 AM
WL-03117395 Parts Open 1 $43.35 Feb 24, 10:22 AM
WL-03117396 Expenses Open 1 $11.18 Feb 24, 10:22 AM

Details