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WO-01307618 ↗ ServiceMax

HCA Urgent Care • Inspection • PSM

📍 CareNow - Sterling at Cascades #24960 — 46200 Potomac Run Plaza, Sterling VA, 20164

Oct 3, 2025 → Jan 5, 2026

✅ Completed
PSM
SLA Clock
Last business day of October 2025 · Target: Oct 31, 2025
✗ SLA Missed (41 biz days late)
Active: 61 biz days
🕐 Clock stopped: Invoiced (Jan 6, 2026)
▶ Clock Running
Status: Created
Oct 3 → Oct 3, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Oct 3 → Oct 3, 2025
0 business days (counted)
Running total: 0 of ? biz days used
57d
▶ Clock Running
Status: Assigned
Oct 3 → Dec 30, 2025
57 business days (counted)
Running total: 57 of ? biz days used
▶ Clock Running
Status: Scheduled
Dec 30 → Jan 5, 2026
3 business days (counted)
Running total: 60 of ? biz days used
▶ Clock Running
Status: Tech On Site
Jan 5 → Jan 6, 2026
1 business day (counted)
Running total: 61 of ? biz days used
▶ Clock Running
Status: Completed
Jan 6 → Jan 6, 2026
0 business days (counted)
Running total: 61 of ? biz days used
▶ Clock Running
Status: Incomplete
Jan 6 → Jan 6, 2026
0 business days (counted)
Running total: 61 of ? biz days used
Created: Oct 3, 2025 Invoiced: Jan 6, 2026
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Oct 3 → Oct 3 Created ▶ Running 0 0
Oct 3 → Oct 3 Ready for Scheduling ▶ Running 0 0
Oct 3 → Dec 30 Assigned ▶ Running 57 57
Dec 30 → Jan 5 Scheduled ▶ Running 3 60
Jan 5 → Jan 6 Tech On Site ▶ Running 1 61
Jan 6 → Jan 6 Completed ▶ Running 0 61
Jan 6 → Jan 6 Incomplete ▶ Running 0 61
Dispatch 0.0d
Coordinators 61.8d
Field Work 1.4d
Incomplete 0.0d (excluded)
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
61.8 days
Over SLA
Field Work
1.4 days
Over SLA
Incomplete (excluded from total)
0.0 days
Billing
0.0 days
Created: Oct 3, 2025 Due: Dec 31, 2025 Completed: Jan 6, 2026 (5 days late)
📅
61.5 days Total Age
⏱️
58.0d in Assigned Longest Stage
🔄
8 transitions Status Changes
⚠️
60.5d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
7 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00532662
eBiotrack - Automated New Inspection Created
Closed
Annual Equipment Electrical Safety Test And Calibration Service Equipment: 61 https://www.ebiotrack.com/inspection.php?iid=30487 If more than 2 hours of travel for repairs or misc inspections, please contact the customer for approval. Travel is included on annual inspections. Inspection Flag: 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. Inspection Flag: DO NOT PUT REPAIRS ON INSPECTIONS. Inspections and repairs are to be billed separately.
Priority
High
Origin
Email
Reason
New Case
Contact
Shalonn Dickerson
Owner
Shelby Robinson
Created
Oct 3, 2025
Work Orders from this Case (1)
WO-01307618 (current) Invoiced
Inspection • Michael Harris
Created: Oct 3, 2025 • Closed: Jan 5, 2026
Completed with significant delays
Invoiced • 152 days old
🚨
Primary Delay 58.0 days stuck in "Assigned"
⏱️
Total Delay 60.5 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
0.2d / 1.0d SLA
Assigned
58.0d / 0.5d SLA
Scheduled
3.6d / 2.0d SLA
Tech On Site
1.4d / 1.0d SLA
Incomplete
0.0d
Closed
2.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1/6/26 SReich - Created case 00556531 for follow up.


12/30 MOwens Called and spoke to Amiee Zeh the practice manager. She said next Monday 1/5 works to schedule the inspection for this location. with arrival closer to 11am.

aimee.zeh@hcahealthcare.com

12/29 MOwens Called to speak to Amy the practice manager but she had already left for the day.

11/25/2025 LHill-Called 571-313-5087 for Shalonn Dickerson. She is no longer with the company. Was told I need to speak with Amy/Manager but she was working at a different location today. She took my info and said she would have her to return my call.

🔧 Work Performed
65 pieces labeled and inspected.
🔍 Technician Findings
Annual Equipment Electrical Safety Test And Calibration
⚠️ Problem Description
Annual Equipment Electrical Safety Test And Calibration Service Equipment: 61 https://www.ebiotrack.com/inspection.php?iid=30487 If more than 2 hours of travel for repairs or misc inspections, please contact the customer for approval. Travel is included on annual inspections. Inspection Flag: 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. Inspection Flag: DO NOT PUT REPAIRS ON INSPECTIONS. Inspections and repairs are to be billed separately.

Timeline

📞
Case Linked Oct 3, 7:00 AM
Case Number: 00532662
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
2 Work Order Created Oct 3, 9:32 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Shelby Robinson
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
2 Technician Assigned Oct 3, 10:47 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1h 14m
🚨 58.0 business days
🗓️
2 Status: Scheduled Dec 30, 2:06 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2026-01-05T16:00:00.000+0000
3.0 business days
📅
Dispatch Scheduled by Melissa Owens Jan 2, 10:25 AM
Scheduled For: 2026-01-05T17:30:00.000+0000
2.0 business days
🔧
Status: Tech On Site by Michael Harris Jan 5, 12:05 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 21h
⏱️
7x Labor Added Jan 5, 11:07 PM
Type: Labor, Travel, Expenses
Status: Open
Qty: 0.5, 2.8833333333333, 12, 139
✔️
2 Status: Completed Jan 5, 11:14 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Michael Harris
From: Incomplete
To: Closed
Duration in Previous: 0m
2.1 business days
📄
2 Status: Ready to Bill Jan 7, 1:49 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 3m
3.0 business days
🧾
Invoice Created Jan 11, 9:37 PM
Invoice Number: SM-250702

Bottlenecks

Assigned
Duration: 58.0 business days (threshold: 4.0 business hours)
Exceeded by 57.5 business days
Scheduled
Duration: 3.6 business days (threshold: 2.0 business days)
Exceeded by 1.6 business days
Tech On Site
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.1 business hours
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00532662
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Michael Harris
Scheduled
Jan 5, 12:30 PM
Created
Oct 3, 9:32 AM
Invoice #
SM-250702

Work Details (7)

Name Type Status Qty Amount Date
WL-03054434 Labor Open 0.5 $0.00 Jan 5, 11:07 PM
WL-03054435 Labor Open 5 $1,331.00 Jan 5, 11:07 PM
WL-03054436 Labor Open 2.8833333333333 $0.00 Jan 5, 11:07 PM
WL-03054437 Travel Open 12 - Jan 5, 11:07 PM
WL-03054438 Travel Open 139 - Jan 5, 11:07 PM
WL-03054439 Expenses Open 1 $0.00 Jan 5, 11:07 PM
WL-03054440 Expenses Open 1 $0.00 Jan 5, 11:07 PM

Details