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WO-01305629 ↗ ServiceMax

Crossover Health Management Services • Virtual Tech - Field Repair • P3

📍 Crossover Health at San Tomas — 2371 Owen Street, Santa Clara CA, 95054

Sep 22, 2025 → Sep 25, 2025

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Sep 25, 2025
✗ SLA Missed
Active: 3 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Sep 25, 2025)
SLA Target
▶ Clock Running
Status: Created
Sep 22 → Sep 22, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
1d
▶ Clock Running
Status: Ready for Scheduling
Sep 22 → Sep 23, 2025
1 business day (counted)
Running total: 1 of 3 biz days used
▶ Clock Running
Status: Assigned
Sep 23 → Sep 23, 2025
0 business days (counted)
Running total: 1 of 3 biz days used
2d
▶ Clock Running
Status: Scheduled
Sep 23 → Sep 25, 2025
2 business days (counted)
Running total: 3 of 3 biz days used
Created: Sep 22, 2025 Completed: Sep 25, 2025
Business Days Used 3 / 3
0 3d budget
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Sep 22 → Sep 22 Created ▶ Running 0 0 / 3
Sep 22 → Sep 23 Ready for Scheduling ▶ Running 1 1 / 3
Sep 23 → Sep 23 Assigned ▶ Running 0 1 / 3
Sep 23 → Sep 25 Scheduled ▶ Running 2 3 / 3
Dispatch 0.0d
Coordinators 4.3d
Field Work 0.5d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
4.3 days
Over SLA
Field Work
0.5 days
Created: Sep 22, 2025 Due: Sep 25, 2025 Completed: Sep 26, 2025 (on time)
📅
3.8 days Total Age
⏱️
3.0d in Closed Longest Stage
🔄
6 transitions Status Changes
⚠️
3.3d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00529417
PT Table not working properly, Crossover Health-San Tomas
Closed
Hello, Clinic is reporting they have a Physical Therapy table that is not working properly. It is making a screeching noise when going up and down. They have tried to spray WD-40 but it is still making noise. Can we please have a tech out? Thanks! BodyMed Serial #:01047198711851172122016659 Asset ID: 13223787 Address: 2371 Owen St, Santa Clara, CA 95054 IMG_6118.MOV <https://drive.google.com/file/d/1VjzmKVi5qeZQGvJSmlEKmbejDT09_BG4/view?usp=drive_web> -- *Edgar Chavez* Facilities Manager California t. 925.234.6755 *e.* edgar.chavez@crossoverhealth.com <connor.anderson@crossoverhealth.com> *w.* crossoverhealth.com
Priority
Standard
Origin
Email
Reason
New Case
Contact
Edgar Chavez
Owner
Virtual Tech
Created
Sep 22, 2025
Work Orders from this Case (1)
WO-01305629 (current) Invoiced
Virtual Tech - Field Repair • Angel Rios
Created: Sep 22, 2025 • Closed: Sep 25, 2025
Completed with minor delays
Invoiced • 163 days old
🚨
Primary Delay 3.0 days stuck in "Closed"
⏱️
Total Delay 3.3 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
Ready for Scheduling
1.5d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
2.8d / 2.0d SLA
Completed
0.5d / 1.0d SLA
Closed
3.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

9-25 Arios - I had marked it tech-onsite when I arrived to site but for some reason it didn't go through.

9-23 Mburris called spoke with Edgar and set appt 

🔧 Work Performed
Contacted BodyMed technical support, who confirmed that a silicone-based lubricant is recommended for the pivot points. Customer reported they had previously applied regular WD-40. However, the manufacturer specifies silicone lubricant due to its compatibility with plastics/rubbers and longer-lasting lubrication without residue. Obtained silicone-based lubricant from a local auto parts store, removed all pivot bolts, cleaned, re-lubricated, and properly re-torqued them. Function tested the table through multiple lift/lower cycles and confirmed the unusual noise was eliminated. Final verification was performed in front of Physical Therapist (Tyson), who confirmed the issue was resolved.
🔍 Technician Findings
Performed functional test of the physical therapy table and confirmed that the unusual noise originates from the pivot points during up and down movement. Also, found a few pivot point bolts that were not tighten down.
⚠️ Problem Description
Hello, Clinic is reporting they have a Physical Therapy table that is not working properly. It is making a screeching noise when going up and down. They have tried to spray WD-40 but it is still making noise. Can we please have a tech out? Thanks! BodyMed Serial #:01047198711851172122016659 Asset ID: 13223787 Address: 2371 Owen St, Santa Clara, CA 95054 IMG_6118.MOV -- *Edgar Chavez* Facilities Manager California t. 925.234.6755 *e.* edgar.chavez@crossoverhealth.com *w.* crossoverhealth.com https://www.ebiotrack.com/workorder.php?wo=68389

Timeline

📞
▶
3 Case Linked Sep 22, 3:38 PM
Case Linked → Work Order Created → Status: Ready for Scheduling
📋
Work Order Created
Work Order: WO-01305629
Type: Virtual Tech - Field Repair
Priority: P3
📅
Status: Ready for Scheduling by Wendy Argueta
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
4 Technician Assigned Sep 23, 1:50 PM
Technician Assigned → Status: Assigned → Status: Scheduled → Dispatch Scheduled
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 22h 7m
🗓️
Status: Scheduled by Michael Burris
From: Assigned
To: Scheduled
Duration in Previous: 3m
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-09-25T17:00:00.000+0000
⏳ 3.0 business days
🚗
3x Travel Added Sep 25, 5:36 PM
Type: Travel, Expenses
Status: Open
Qty: 130
⏱️
▶
2 2x Labor Added Sep 25, 5:45 PM
2x Labor Added → Status: Completed
✔️
Status: Completed by Angel Rios
From: Scheduled
To: Completed
Duration in Previous: 2d 3h
⏱️
▶
2 Labor Added Sep 25, 9:57 PM
Labor Added → Status: Closed
🏁
Status: Closed by Angel Rios
From: Completed
To: Closed
Duration in Previous: 4h 12m
⏳ 3.2 business days
📄
Status: Ready to Bill by Diane Patton Sep 30, 10:03 AM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 4d 12h, 0m
⏳ 2.0 business days
🧾
Invoice Created Oct 1, 10:34 AM
Invoice Number: SM-242362

Bottlenecks

Ready for Scheduling
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 4.3 business hours
Scheduled
Duration: 2.8 business days (threshold: 2.0 business days)
Exceeded by 6.1 business hours
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00529417
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
N/A
Technician
Angel Rios
Scheduled
Sep 25, 1:00 PM
Created
Sep 22, 3:43 PM
Invoice #
SM-242362

Work Details (6)

Name Type Status Qty Amount Date
WL-02949568 Travel Open 130 - Sep 25, 5:36 PM
WL-02949569 Travel Open 130 - Sep 25, 5:36 PM
WL-02949570 Expenses Open 1 $11.99 Sep 25, 5:36 PM
WL-02949583 Labor Open 3.25 $386.75 Sep 25, 5:45 PM
WL-02949584 Labor Open 2.5 $297.50 Sep 25, 5:45 PM
WL-02950073 Labor Open 4.25 $0.00 Sep 25, 9:57 PM

Details