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WO-01307169 ↗ ServiceMax

HCA Urgent Care • Inspection • PSM

📍 CareNow Overland Park North, KS #24763 — 9507 Antioch Rd, Overland Park KS, 66212

Oct 1, 2025 → Nov 25, 2025

✅ Completed
PSM
SLA Clock
Last business day of October 2025 · Target: Oct 31, 2025
✗ SLA Missed (15 biz days late)
Active: 37 biz days
🕐 Clock stopped: Completed (Nov 25, 2025)
▶ Clock Running
Status: Created
Oct 1 → Oct 1, 2025
0 business days (counted)
Running total: 0 of ? biz days used
3d
▶ Clock Running
Status: Ready for Scheduling
Oct 1 → Oct 6, 2025
3 business days (counted)
Running total: 3 of ? biz days used
14d
▶ Clock Running
Status: Assigned
Oct 6 → Oct 27, 2025
14 business days (counted)
Running total: 17 of ? biz days used
10d
▶ Clock Running
Status: Scheduled
Oct 27 → Nov 11, 2025
10 business days (counted)
Running total: 27 of ? biz days used
▶ Clock Running
Status: Reschedule
Nov 11 → Nov 11, 2025
0 business days (counted)
Running total: 27 of ? biz days used
10d
▶ Clock Running
Status: Scheduled
Nov 11 → Nov 25, 2025
10 business days (counted)
Running total: 37 of ? biz days used
▶ Clock Running
Status: Tech On Site
Nov 25 → Nov 25, 2025
0 business days (counted)
Running total: 37 of ? biz days used
Created: Oct 1, 2025 Completed: Nov 25, 2025
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Oct 1 → Oct 1 Created ▶ Running 0 0
Oct 1 → Oct 6 Ready for Scheduling ▶ Running 3 3
Oct 6 → Oct 27 Assigned ▶ Running 14 17
Oct 27 → Nov 11 Scheduled ▶ Running 10 27
Nov 11 → Nov 11 Reschedule ▶ Running 0 27
Nov 11 → Nov 25 Scheduled ▶ Running 10 37
Nov 25 → Nov 25 Tech On Site ▶ Running 0 37
Dispatch 0.0d
Coordinators 39.8d
Field Work 0.5d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
39.8 days
Over SLA
Field Work
0.5 days
Created: Oct 1, 2025 Due: Nov 26, 2025 Completed: Nov 25, 2025 (1 days early)
📅
38.0 days Total Age
⏱️
15.0d in Assigned Longest Stage
🔄
8 transitions Status Changes
⚠️
34.6d over Total Delay
📦
0 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 #00531916
eBiotrack - Automated New Inspection Created
Closed
Annual Equipment Electrical Safety Test And Calibration Service If more than 2 hours of travel for repairs or misc inspections, please contact the customer for approval. Travel is included on annual inspections. This site requires repairs over $1500 to be approved by Vickie Johnson. Please reach out to the account manager before moving forward with any repair over this amount so that they can have it approved first. DO NOT PUT REPAIRS ON INSPECTIONS. Inspections and repairs are to be billed separately. 55 pieces https://www.ebiotrack.com/inspection.php?iid=30430
Priority
High
Origin
Email
Reason
New Case
Contact
Heather Cunningham
Owner
Sherry Reich
Created
Oct 1, 2025
Work Orders from this Case (1)
WO-01307169 (current) Invoiced
Inspection • Thomas J Langenberg Jr
Created: Oct 1, 2025 • Closed: Nov 25, 2025
Completed with significant delays
Invoiced • 154 days old
🚨
Primary Delay 15.0 days stuck in "Assigned"
⏱️
Total Delay 34.6 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
4.0d / 1.0d SLA
Assigned
15.0d / 0.5d SLA
Scheduled
20.8d / 2.0d SLA
Reschedule
0.0d / 2.0d SLA
Tech On Site
0.5d / 1.0d SLA
Closed
1.3d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/11 KKelch scheduled per logged email from Heather

11/11 KKelch sent Heather an email to reschedule due to urgent Graham field request

10/27 KKelch scheduled per logged email from Heather

10/27 KKelch sent Heather an email for scheduling

10/20 KKelch sent Heather an email for scheduling

10/13 KKelch called Heather to schedule for 11/17 between 9 and 11 am. Advised to call back in 2 hours.

🔧 Work Performed
performed the annual inspection on 50 pieces of equipment.
🔍 Technician Findings
annual inspection due
⚠️ Problem Description
Annual Equipment Electrical Safety Test And Calibration Service If more than 2 hours of travel for repairs or misc inspections, please contact the customer for approval. Travel is included on annual inspections. This site requires repairs over $1500 to be approved by Vickie Johnson. Please reach out to the account manager before moving forward with any repair over this amount so that they can have it approved first. DO NOT PUT REPAIRS ON INSPECTIONS. Inspections and repairs are to be billed separately. 55 pieces https://www.ebiotrack.com/inspection.php?iid=30430

Timeline

📞
Case Linked Oct 1, 7:01 AM
Case Number: 00531916
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
2 Work Order Created Oct 1, 9:25 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
4.0 business days
👷
2 Technician Assigned Oct 6, 9:54 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 5d 0h
🚨 15.0 business days
🗓️
2 Status: Scheduled Oct 27, 1:37 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-11-20T15:00:00.000+0000
🚨 11.0 business days
🔄
Status: Reschedule by Kaitlyn Kelch Nov 11, 12:08 PM
From: Scheduled
To: Reschedule
Duration in Previous: 14d 23h
🗓️
2 Status: Scheduled Nov 11, 1:50 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-11-25T18:00:00.000+0000
🚨 10.0 business days
🔧
Status: Tech On Site by Thomas Langenberg Nov 25, 12:49 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 13d 22h
⏱️
2x Labor Added Nov 25, 3:20 PM
Type: Labor
Status: Open
Qty: 0.83333333333333, 2.5
⏱️
2 3x Labor Added Nov 25, 4:29 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Thomas Langenberg
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 3h 40m
📄
Status: Ready to Bill by Diane Patton Nov 26, 10:42 AM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 18h 12m, 0m
⚠️ 7.0 business days
🧾
Invoice Created Dec 8, 5:13 PM
Invoice Number: 247614

Bottlenecks

Ready for Scheduling
Duration: 4.0 business days (threshold: 1.0 business days)
Exceeded by 3.0 business days
Assigned
Duration: 15.0 business days (threshold: 4.0 business hours)
Exceeded by 14.5 business days
Scheduled
Duration: 10.8 business days (threshold: 2.0 business days)
Exceeded by 8.8 business days
Scheduled
Duration: 10.0 business days (threshold: 2.0 business days)
Exceeded by 8.0 business days
Closed
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.5 business hours

🔗 Related Artifacts

📞
Case 00531916
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Thomas J Langenberg Jr
Scheduled
Nov 25, 1:00 PM
Created
Oct 1, 9:25 AM
Invoice #
247614

Work Details (5)

Name Type Status Qty Amount Date
WL-03019906 Labor Open 0.83333333333333 $0.00 Nov 25, 3:20 PM
WL-03019907 Labor Open 2.5 $0.00 Nov 25, 3:20 PM
WL-03020051 Labor Open 0.6 $974.00 Nov 25, 4:29 PM
WL-03020052 Travel Open 26 - Nov 25, 4:29 PM
WL-03020053 Travel Open 14 - Nov 25, 4:29 PM

Details