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WO-01307830 ↗ ServiceMax

CenterWell (Humana) • Misc. Inspection • P5

📍 Centerwell - Hampton — 1118 W Mercury Blvd, Hampton VA, 23666

Oct 6, 2025 → Oct 21, 2025

✅ Completed
P5
SLA Clock
5 business days from creation · Target: Oct 14, 2025
✗ SLA Missed (6 biz days late)
Active: 11 biz days
Budget: 5 biz days
🕐 Clock stopped: Completed (Oct 22, 2025)
SLA Target
▶ Clock Running
Status: Created
Oct 6 → Oct 6, 2025
0 business days (counted)
Running total: 0 of 5 biz days used
▶ Clock Running
Status: Ready for Scheduling
Oct 6 → Oct 6, 2025
0 business days (counted)
Running total: 0 of 5 biz days used
4d
▶ Clock Running
Status: Assigned
Oct 6 → Oct 13, 2025
4 business days (counted)
Running total: 4 of 5 biz days used
6d
▶ Clock Running
Status: Scheduled
Oct 13 → Oct 21, 2025
6 business days (counted)
Running total: 10 of 5 biz days used
▶ Clock Running
Status: Tech On Site
Oct 21 → Oct 22, 2025
1 business day (counted)
Running total: 11 of 5 biz days used
Created: Oct 6, 2025 Completed: Oct 22, 2025
Business Days Used 11 / 5
0 5d budget +6d over
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Oct 6 → Oct 6 Created ▶ Running 0 0 / 5
Oct 6 → Oct 6 Ready for Scheduling ▶ Running 0 0 / 5
Oct 6 → Oct 13 Assigned ▶ Running 4 4 / 5
Oct 13 → Oct 21 Scheduled ▶ Running 6 10 / 5
Oct 21 → Oct 22 Tech On Site ▶ Running 1 11 / 5
Dispatch 0.0d
Coordinators 11.1d
Field Work 1.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
11.1 days
Over SLA
Field Work
1.0 days
Created: Oct 6, 2025 Due: Oct 13, 2025 Completed: Oct 22, 2025 (8 days late)
📅
11.3 days Total Age
⏱️
6.0d in Scheduled Longest Stage
🔄
6 transitions Status Changes
⚠️
10.3d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
4 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00533163
eBiotrack - New Inspection Created
Closed
New Miscellaneous Equipment Inspection New urinalysis machine. https://www.ebiotrack.com/inspection.php?iid=30560
Priority
Standard
Origin
Email
Reason
New Case
Contact
MIndy Halbrook
Owner
Sherry Reich
Created
Oct 6, 2025
Work Orders from this Case (1)
WO-01307830 (current) Invoiced
Misc. Inspection • Michael Harris
Created: Oct 6, 2025 • Closed: Oct 21, 2025
Completed with significant delays
Invoiced • 149 days old
🚨
Primary Delay 6.0 days stuck in "Scheduled"
⏱️
Total Delay 10.3 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
0.3d / 1.0d SLA
Assigned
4.8d / 0.5d SLA
Scheduled
6.0d / 2.0d SLA
Tech On Site
1.0d / 1.0d SLA
Closed
3.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10/13 MOwens Called to speak to Mindy Halbrook. She was not available. Spoke to Rico the medical asst. He said any day works to schedule the visit. I told him the first available day for the tech is 10/21 after 12pm. He said that will be fine.

10/8 MOwens Called to speak to Mindy Halbrook. Left a vm for her to call back to schedule the service visit. Sent an email also.

10/6/25 SReich - Originated from an email on case 00397215.

🔧 Work Performed
New urinalysis machine was asset tagged and inspected
🔍 Technician Findings
Miscellaneous Equipment Inspection
⚠️ Problem Description
New Miscellaneous Equipment Inspection New urinalysis machine. https://www.ebiotrack.com/inspection.php?iid=30560

Timeline

📞
▶
3 Case Linked Oct 6, 11:20 AM
Case Linked → Work Order Created → Status: Ready for Scheduling
📋
Work Order Created
Work Order: WO-01307830
Type: Misc. Inspection
Priority: P5
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 1m
👷
▶
2 Technician Assigned Oct 6, 1:23 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2h 0m
⚠️ 5.0 business days
🗓️
▶
2 Status: Scheduled Oct 13, 10:10 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2025-10-21T17:00:00.000+0000
⚠️ 6.0 business days
🔧
Status: Tech On Site by Michael Harris Oct 21, 2:57 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 8d 4h
⏱️
4x Labor Added Oct 21, 10:33 PM
Type: Labor, Travel, Expenses
Status: Open
Qty: 5.4833333333333, 1, 284
✔️
Status: Completed by Michael Harris Oct 21, 10:39 PM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 7h 41m, 0m
⏳ 3.2 business days
📄
Status: Ready to Bill by Diane Patton Oct 24, 9:45 AM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 2d 11h, 0m
⏳ 2.0 business days
🧾
Invoice Created Oct 27, 4:36 PM
Invoice Number: SM-244650

Bottlenecks

Assigned
Duration: 4.8 business days (threshold: 4.0 business hours)
Exceeded by 4.3 business days
Scheduled
Duration: 6.0 business days (threshold: 2.0 business days)
Exceeded by 4.0 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00533163
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P5
Type
Misc. Inspection
Branch
Edge
Technician
Michael Harris
Scheduled
Oct 21, 1:00 PM
Created
Oct 6, 11:22 AM
Invoice #
SM-244650

Work Details (4)

Name Type Status Qty Amount Date
WL-02979391 Labor Open 5.4833333333333 $476.00 Oct 21, 10:33 PM
WL-02979392 Labor Open 1 $119.00 Oct 21, 10:33 PM
WL-02979393 Travel Open 284 - Oct 21, 10:33 PM
WL-02979394 Expenses Open 1 $0.00 Oct 21, 10:33 PM

Details