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WO-01304829 ↗ ServiceMax

Crossover Health Management Services • Inspection • PSM

📍 Crossover Health - Cisco Building — 3571 N First St, San Jose CA, 95134

Sep 17, 2025 → Oct 4, 2025

✅ Completed
PSM
SLA Clock
Last business day of September 2025 · Target: Sep 30, 2025
✗ SLA Missed (3 biz days late)
Active: 12 biz days
🕐 Clock stopped: Completed (Oct 4, 2025)
▶ Clock Running
Status: Created
Sep 17 → Sep 17, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 17 → Sep 17, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Sep 17 → Sep 17, 2025
0 business days (counted)
Running total: 0 of ? biz days used
9d
▶ Clock Running
Status: Scheduled
Sep 17 → Sep 30, 2025
9 business days (counted)
Running total: 9 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 30 → Sep 30, 2025
0 business days (counted)
Running total: 9 of ? biz days used
▶ Clock Running
Status: Tech Off Site
Sep 30 → Oct 1, 2025
1 business day (counted)
Running total: 10 of ? biz days used
▶ Clock Running
Status: Tech On Site
Oct 1 → Oct 2, 2025
1 business day (counted)
Running total: 11 of ? biz days used
▶ Clock Running
Status: Tech Off Site
Oct 2 → Oct 2, 2025
0 business days (counted)
Running total: 11 of ? biz days used
▶ Clock Running
Status: Tech On Site
Oct 2 → Oct 3, 2025
1 business day (counted)
Running total: 12 of ? biz days used
▶ Clock Running
Status: Tech Off Site
Oct 3 → Oct 3, 2025
0 business days (counted)
Running total: 12 of ? biz days used
▶ Clock Running
Status: Tech On Site
Oct 3 → Oct 4, 2025
0 business days (counted)
Running total: 12 of ? biz days used
Created: Sep 17, 2025 Completed: Oct 4, 2025
Show SLA Clock Detail (11 periods)
Period Status Clock Biz Days Running Total
Sep 17 → Sep 17 Created ▶ Running 0 0
Sep 17 → Sep 17 Ready for Scheduling ▶ Running 0 0
Sep 17 → Sep 17 Assigned ▶ Running 0 0
Sep 17 → Sep 30 Scheduled ▶ Running 9 9
Sep 30 → Sep 30 Tech On Site ▶ Running 0 9
Sep 30 → Oct 1 Tech Off Site ▶ Running 1 10
Oct 1 → Oct 2 Tech On Site ▶ Running 1 11
Oct 2 → Oct 2 Tech Off Site ▶ Running 0 11
Oct 2 → Oct 3 Tech On Site ▶ Running 1 12
Oct 3 → Oct 3 Tech Off Site ▶ Running 0 12
Oct 3 → Oct 4 Tech On Site ▶ Running 0 12
Dispatch 0.0d
Coordinators 10.2d
Field Work 6.9d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
10.2 days
Over SLA
Field Work
6.9 days
Over SLA
Created: Sep 17, 2025 Due: Oct 3, 2025 Completed: Oct 4, 2025 (on time)
📅
13.0 days Total Age
⏱️
9.7d in Scheduled Longest Stage
🔄
12 transitions Status Changes
⚠️
9.8d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
21 lines Work Details
🚩
4 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
4 On-Site Visits
4 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Angel Rios — scheduling delays attributed to technician, not coordinators
Visit 1 Oct 1, 2025
Visit 2 Oct 2, 2025
Visit 3 Oct 3, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00527812
eBiotrack - Automated New Inspection Created
Closed
Initial Annual Inspection Service We will need to have it completed between October 1st- October 3rd. There are about 15 exam rooms that include, exam beds, heart sensor monitor, accu tables, in addition we also have welch allyn, treadmills, piccolo machines and other medical equipment https://www.ebiotrack.com/inspection.php?iid=30137
Priority
Standard
Origin
Email
Reason
New Case
Contact
Edgar Chavez
Owner
Kimberly Hardison
Created
Sep 17, 2025
Work Orders from this Case (1)
WO-01304829 (current) Invoiced
Inspection • Angel Rios
Created: Sep 17, 2025 • Closed: Oct 4, 2025
Completed with minor delays
Invoiced • 168 days old
🚨
Primary Delay 9.7 days stuck in "Scheduled"
⏱️
Total Delay 9.8 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
0.4d / 1.0d SLA
Assigned
0.1d / 0.5d SLA
Scheduled
9.7d / 2.0d SLA
Tech Off Site
4.0d / 2.0d SLA
Tech On Site
2.9d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
3.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

9-17 Mburris email from POC to set

9-17 Mburris email sent to POC looking for 10-1

09/17/2025 DNakoff - List of equipment from POC attached.

🔧 Work Performed
10/01 Completed inspection of 42 medical equipment units. 10/02 Completed inspection of 33 medical equipment units. 10/03 Completed inspection of 43 medical equipment units. POC (Edgar Chavez) was unavailable to sign the inspection report in eBioTrack, and all other staff had already left for the day, leaving no one available to sign. Edgar was aware that the remaining equipment scheduled for inspection was located in the storage room, and all units in that area were completed.
🔍 Technician Findings
Arrived on site and met with POC, Edgar Chavez, who provided a tour of the Health Center.
⚠️ Problem Description
Initial Annual Inspection Service We will need to have it completed between October 1st- October 3rd. There are about 15 exam rooms that include, exam beds, heart sensor monitor, accu tables, in addition we also have welch allyn, treadmills, piccolo machines and other medical equipment https://www.ebiotrack.com/inspection.php?iid=30137

Timeline

📞
Case Linked Sep 17, 1:00 AM
Case Number: 00527812
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
Work Order Created Sep 17, 9:55 AM
Work Order: WO-01304829
Type: Inspection
Priority: PSM
📅
Status: Ready for Scheduling by Kimberly Hardison Sep 17, 10:13 AM
From: Entered
To: Ready for Scheduling
Duration in Previous: 18m
👷
2 Technician Assigned Sep 17, 1:34 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 3h 20m
🗓️
2 Status: Scheduled Sep 17, 2:28 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-10-01T17:00:00.000+0000
🚨 10.0 business days
🔧
Status: Tech On Site by Angel Rios Sep 30, 11:44 AM
From: Scheduled, Tech On Site
To: Tech On Site, Tech Off Site
Duration in Previous: 12d 21h, 0m
2.0 business days
🔧
Status: Tech On Site by Angel Rios Oct 1, 2:13 PM
From: Tech Off Site
To: Tech On Site
Duration in Previous: 1d 2h
💵
Expenses Added Oct 1, 3:53 PM
Type: Expenses
Status: Open
Qty: 1
⏱️
2 5x Labor Added Oct 1, 9:18 PM
5x Labor Added → Status: Tech Off Site
🚗
Status: Tech Off Site by Angel Rios
From: Tech On Site
To: Tech Off Site
Duration in Previous: 7h 5m
⏱️
2x Labor Added Oct 2, 12:03 AM
Type: Labor, Expenses
Status: Open
Qty: 3, 1
🔧
2 Status: Tech On Site Oct 2, 5:16 PM
Status: Tech On Site → 2x Labor Added
⏱️
2x Labor Added
Type: Labor, Travel
Status: Open
Qty: 3, 125
⏱️
Labor Added Oct 2, 11:32 PM
Type: Labor
Status: Open
Qty: 6.25
🚗
2 Status: Tech Off Site Oct 3, 1:54 AM
Status: Tech Off Site → Labor Added
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 0.5
🔧
Status: Tech On Site by Angel Rios Oct 3, 12:16 PM
From: Tech Off Site
To: Tech On Site
Duration in Previous: 10h 22m
💵
2 3x Expenses Added Oct 3, 10:45 PM
3x Expenses Added → 3x Expenses Added
💵
3x Expenses Added
Type: Expenses, Travel
Status: Open
Qty: 1, 125
⏱️
2 2x Labor Added Oct 3, 10:53 PM
2x Labor Added → Status: Completed
✔️
Status: Completed by Angel Rios
From: Tech On Site
To: Completed
Duration in Previous: 10h 37m
⏱️
2 Labor Added Oct 4, 1:53 AM
Labor Added → Status: Closed
🏁
Status: Closed by Angel Rios
From: Completed
To: Closed
Duration in Previous: 3h 1m
3.0 business days
📄
Status: Ready to Bill by Diane Patton Oct 8, 10:34 AM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 4d 8h, 0m
2.0 business days
🧾
Invoice Created Oct 9, 10:35 AM
Invoice Number: SM-243128

Bottlenecks

Scheduled
Duration: 9.7 business days (threshold: 2.0 business days)
Exceeded by 7.7 business days
Tech On Site
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 0.6 business hours
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00527812
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
N/A
Technician
Angel Rios
Scheduled
Oct 1, 1:00 PM
Created
Sep 17, 9:55 AM
Invoice #
SM-243128

Work Details (21)

Name Type Status Qty Amount Date
WL-02956388 Expenses Open 1 $0.00 Oct 1, 3:53 PM
WL-02957036 Labor Open 3.25 $0.00 Oct 1, 9:18 PM
WL-02957037 Labor Open 0.5 $0.00 Oct 1, 9:18 PM
WL-02957038 Labor Open 6.5 $0.00 Oct 1, 9:18 PM
WL-02957039 Travel Open 125 - Oct 1, 9:18 PM
WL-02957040 Travel Open 125 - Oct 1, 9:18 PM
WL-02957204 Labor Open 3 $0.00 Oct 2, 12:03 AM
WL-02957205 Expenses Open 1 $0.00 Oct 2, 12:04 AM
WL-02958011 Labor Open 3 $0.00 Oct 2, 5:18 PM
WL-02958012 Travel Open 125 - Oct 2, 5:19 PM
WL-02958637 Labor Open 6.25 $0.00 Oct 2, 11:32 PM
WL-02958689 Labor Open 0.5 $0.00 Oct 3, 1:56 AM
WL-02959976 Expenses Open 1 $0.00 Oct 3, 10:45 PM
WL-02959974 Travel Open 4 - Oct 3, 10:45 PM
WL-02959975 Travel Open 4 - Oct 3, 10:45 PM
WL-02959979 Expenses Open 1 $0.00 Oct 3, 10:48 PM
WL-02959978 Expenses Open 1 $0.00 Oct 3, 10:48 PM
WL-02959977 Travel Open 125 - Oct 3, 10:48 PM
WL-02959984 Labor Open 0.5 $0.00 Oct 3, 10:53 PM
WL-02959983 Labor Open 11 $3,232.40 Oct 3, 10:53 PM
WL-02960065 Labor Open 3 $0.00 Oct 4, 1:53 AM

Details