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WO-01308224 ↗ ServiceMax

HCA Urgent Care • Repair • P3

📍 Northside COID 19483 — 13610 Bruce B. Downs Blvd., Tampa FL, 33613

Oct 8, 2025 → Oct 20, 2025

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Oct 14, 2025
✗ SLA Missed (4 biz days late)
Active: 7 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Oct 20, 2025)
SLA Target
▶ Clock Running
Status: Created
Oct 8 → Oct 8, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Ready for Scheduling
Oct 8 → Oct 8, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
2d
▶ Clock Running
Status: Assigned
Oct 8 → Oct 10, 2025
2 business days (counted)
Running total: 2 of 3 biz days used
0d
▶ Clock Running
Status: Scheduled
Oct 10 → Oct 13, 2025
0 business days (counted)
Running total: 2 of 3 biz days used
4d
▶ Clock Running
Status: Reschedule
Oct 13 → Oct 17, 2025
4 business days (counted)
Running total: 6 of 3 biz days used
1d
▶ Clock Running
Status: Scheduled
Oct 17 → Oct 20, 2025
1 business day (counted)
Running total: 7 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Oct 20 → Oct 20, 2025
0 business days (counted)
Running total: 7 of 3 biz days used
Created: Oct 8, 2025 Completed: Oct 20, 2025
Business Days Used 7 / 3
0 3d budget +4d over
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Oct 8 → Oct 8 Created ▶ Running 0 0 / 3
Oct 8 → Oct 8 Ready for Scheduling ▶ Running 0 0 / 3
Oct 8 → Oct 10 Assigned ▶ Running 2 2 / 3
Oct 10 → Oct 13 Scheduled ▶ Running 0 2 / 3
Oct 13 → Oct 17 Reschedule ▶ Running 4 6 / 3
Oct 17 → Oct 20 Scheduled ▶ Running 1 7 / 3
Oct 20 → Oct 20 Tech On Site ▶ Running 0 7 / 3
Dispatch 0.0d
Coordinators 9.9d
Field Work 0.4d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
9.9 days
Over SLA
Field Work
0.4 days
Billing
0.0 days
Created: Oct 8, 2025 Due: Oct 13, 2025 Completed: Oct 20, 2025 (6 days late)
📅
8.0 days Total Age
⏱️
4.0d in Reschedule Longest Stage
🔄
10 transitions Status Changes
⚠️
7.0d 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 #00533260
L2 review - HCP
Closed
We need a service tech to repair a bed. The back rest cylinder is broke. Per George Smith no other equipment information can be provided. Once Technician is on site will need to determine what product we have here and eval, review and to determine and make recommendations if parts are needed and avail.
Priority
Standard
Origin
Email
Reason
New Case
Contact
George Smith Jr
Owner
Sherry Reich
Created
Oct 6, 2025
Work Orders from this Case (1)
WO-01308224 (current) Invoiced
Repair • Anthony Wright
Created: Oct 8, 2025 • Closed: Oct 20, 2025
Completed with minor delays
Invoiced • 147 days old
🚨
Primary Delay 4.0 days stuck in "Reschedule"
⏱️
Total Delay 7.0 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
3.0d / 0.5d SLA
Scheduled
2.6d / 2.0d SLA
Reschedule
4.0d / 2.0d SLA
Tech On Site
0.0d / 1.0d SLA
Completed
0.3d / 1.0d SLA
Closed
3.5d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10/17/25 AJinerson - Called and spoke with George who confirmed scheduling tech visit for Monday, 10/20 with afternoon arrival between 130pm-330pm. Tech's 2nd stop this day. 

(George said they will be ready for us anytime we can come MON-FRI 8am-8pm)


10/13/25 RCook- Emailed George Smith to reschedule for 10/15/25 with an arrival time between 12-2PM due to tech call out. Waiting for confirmation. See logged email. Placed WO in reschedule status.


10/13/25 RCook- LM with George Smith to reschedule for 10/15/25 with an arrival time between 12-2PM due to tech call out. 


10/9/25 RCook- Received approval from RIngraham to give WO to Anthony Wright. He will be in the area on 10/13/25. reassigned WO.


10/9/25 RCook- Sent teams message to RIngraham stating: Robert Ingraham WO-01308224- This site was originally offered 10/13 but did not respond and we had an autoclave repair come in for Bonita Springs that got added to that day in the afternoon. Would you be okay with giving WO-01308224 to Anthony for Monday? He is going to be in Plant City about 40 minutes from the site. 



10/9/25 RCook- Spoke with George Smith and he confirmed schedule for 10/13/25. Arrival time between 12-2PM.


10/9/25 LHill- Emailed George Smith to schedule for 10/13/25. Arrival time between 12-2PM. Waiting for confirmation. See logged email.


10/09/2025 LHill-LM at 561-203-6874 for George Smith trying to schedule repair.


10/8/25 RCook- Emailed George Smith to schedule for 10/13/25. Arrival time between 12-2PM. Waiting for confirmation. See logged email.


10/8/25 RCook- LM with George Smith to schedule for 10/13/25. Arrival time between 12-2PM. 

🔧 Work Performed
10/20/25 AMW - Located table in room 10 and confirmed issue. Bracket attached to the back section was broken off. Called Midmark for part number. PN:002-1193-00 Actuator cap kit. I Put part number in follow up notes. Attached pictures of bed model tag and damage. Notified POC of equipment status. Completed exam table evaluation. Part will need to be ordered.
🔍 Technician Findings
10/20/25 AMW - Locate table and confirm issue. Repair if possible, order parts if needed. Notify POC of equipment status.
⚠️ Problem Description
We need a service tech to repair a bed. The back rest cylinder is broke. Per George Smith no other equipment information can be provided. Once Technician is on site will need to determine what product we have here and eval, review and to determine and make recommendations if parts are needed and avail. https://www.ebiotrack.com/workorder.php?wo=68796

Timeline

📞
Case Linked Oct 6, 1:49 PM
Case Number: 00533260
Subject: L2 review - HCP
Status: Closed
⏳ 3.0 business days
📋
▶
2 Work Order Created Oct 8, 8:23 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
👷
▶
2 Technician Assigned Oct 8, 10:34 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Rhea Berry
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2h 10m
⏳ 3.0 business days
👷
▶
3 Technician Assigned Oct 10, 8:24 AM
Technician Assigned → Dispatch Scheduled → Status: Scheduled
📅
Dispatch Scheduled by Rhea Berry
Scheduled For: 2025-10-13T16:00:00.000+0000
🗓️
Status: Scheduled by Rhea Berry
From: Assigned
To: Scheduled
Duration in Previous: 1d 21h
⏳ 1.0 business days
🔄
Status: Reschedule by Rhea Berry Oct 13, 8:37 AM
From: Scheduled
To: Reschedule
Duration in Previous: 3d 0h
⏳ 4.0 business days
🗓️
▶
2 Status: Scheduled Oct 17, 2:56 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Abby Jinerson
Scheduled For: 2025-10-20T17:30:00.000+0000
⏳ 2.0 business days
🔧
Status: Tech On Site by Anthony Wright Oct 20, 1:08 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 22h
⏱️
4x Labor Added Oct 20, 1:13 PM
Type: Labor, Travel
Status: Open
Qty: 0.5, 12, 127
✔️
Status: Completed by Anthony Wright Oct 20, 1:20 PM
From: Tech On Site
To: Completed
Duration in Previous: 12m
⏱️
▶
2 Labor Added Oct 20, 3:55 PM
Labor Added → Status: Closed
🏁
Status: Closed by Anthony Wright
From: Completed
To: Closed
Duration in Previous: 2h 35m
⏳ 4.0 business days
📄
▶
2 Status: Ready to Bill Oct 23, 9:18 AM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⏳ 3.0 business days
🧾
Invoice Created Oct 27, 1:41 PM
Invoice Number: SM-244387

Bottlenecks

Assigned
Duration: 3.0 business days (threshold: 4.0 business hours)
Exceeded by 2.5 business days
Reschedule
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Closed
Duration: 3.5 business days (threshold: 1.0 business days)
Exceeded by 2.5 business days

🔗 Related Artifacts

📞
Case 00533260
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Repair
Branch
Edge
Technician
Anthony Wright
Scheduled
Oct 20, 1:30 PM
Created
Oct 8, 8:23 AM
Invoice #
SM-244387

Work Details (5)

Name Type Status Qty Amount Date
WL-02977022 Labor Open 0.5 $149.00 Oct 20, 1:13 PM
WL-02977023 Labor Open 0.5 $74.50 Oct 20, 1:13 PM
WL-02977024 Travel Open 12 - Oct 20, 1:13 PM
WL-02977025 Travel Open 127 - Oct 20, 1:13 PM
WL-02977214 Labor Open 2.25 $0.00 Oct 20, 3:55 PM

Details