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WO-01310244 ↗ ServiceMax

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

📍 Crossover Health Life@ Wellness Center on Chilco Campus (MPK 280) — 173 Jefferson Drive, Menlo Park CA, 94025

Oct 20, 2025 → Oct 28, 2025

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Oct 23, 2025
✗ SLA Missed (3 biz days late)
Active: 6 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Oct 28, 2025)
SLA Target
1d
▶ Clock Running
Status: Created
Oct 20 → Oct 21, 2025
1 business day (counted)
Running total: 1 of 3 biz days used
▶ Clock Running
Status: Ready for Scheduling
Oct 21 → Oct 21, 2025
0 business days (counted)
Running total: 1 of 3 biz days used
2d
▶ Clock Running
Status: Assigned
Oct 21 → Oct 23, 2025
2 business days (counted)
Running total: 3 of 3 biz days used
3d
▶ Clock Running
Status: Scheduled
Oct 23 → Oct 28, 2025
3 business days (counted)
Running total: 6 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Oct 28 → Oct 28, 2025
0 business days (counted)
Running total: 6 of 3 biz days used
Created: Oct 20, 2025 Completed: Oct 28, 2025
Business Days Used 6 / 3
0 3d budget +3d over
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Oct 20 → Oct 21 Created ▶ Running 1 1 / 3
Oct 21 → Oct 21 Ready for Scheduling ▶ Running 0 1 / 3
Oct 21 → Oct 23 Assigned ▶ Running 2 3 / 3
Oct 23 → Oct 28 Scheduled ▶ Running 3 6 / 3
Oct 28 → Oct 28 Tech On Site ▶ Running 0 6 / 3
Dispatch 2.0d
Coordinators 6.5d
Field Work 0.1d
Billing 0.0d
✗ SLA Missed
Dispatch
2.0 days
Over SLA
Coordinators
6.5 days
Over SLA
Field Work
0.1 days
Billing
0.0 days
Created: Oct 20, 2025 Due: Oct 23, 2025 Completed: Oct 28, 2025 (4 days late)
📅
7.0 days Total Age
⏱️
3.7d in Scheduled Longest Stage
🔄
7 transitions Status Changes
⚠️
5.9d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00536470
L2 review
Closed
Troubleshoot Exam table going up and down randomly. Model: Midmark - 625*441666 Model Type: Exam Table Custom Field: Notes: Asset ID: 13028187 Site: Crossover Health Management Services - Crossover Health Life@ Wellness Center on Chilco Campus (MPK 280) Department:Depreciation Start Date:Physical Location: Mavricks WaveDepreciation Term: yrsSerial #: v1728871
Priority
Standard
Origin
Email
Reason
New Case
Contact
Edgar Chavez
Owner
Virtual Tech
Created
Oct 17, 2025
Work Orders from this Case (1)
WO-01310244 (current) Invoiced
Virtual Tech - Field Repair • Justin Armas
Created: Oct 20, 2025 • Closed: Oct 28, 2025
Completed with minor delays
Invoiced • 135 days old
🚨
Primary Delay 3.7 days stuck in "Scheduled"
⏱️
Total Delay 5.9 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
2.0d / 0.5d SLA
Ready for Scheduling
0.4d / 1.0d SLA
Assigned
2.4d / 0.5d SLA
Scheduled
3.7d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Closed
1.8d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10-23 Mburris Called spoke with Edgar and set appt

🔧 Work Performed
Inspected chair, Found chair only moved when using the hand or foot control, found no issue with chair moving on its own. All functions working SN - V1728871
🔍 Technician Findings
Found no issue
⚠️ Problem Description
Troubleshoot Exam table going up and down randomly. Model: Midmark - 625*441666 Model Type: Exam Table Custom Field: Notes: Asset ID: 13028187 Site: Crossover Health Management Services - Crossover Health Life@ Wellness Center on Chilco Campus (MPK 280) Department:Depreciation Start Date:Physical Location: Mavricks WaveDepreciation Term: yrsSerial #: v1728871 https://www.ebiotrack.com/workorder.php?wo=69047

Timeline

📞
Case Linked Oct 17, 12:40 PM
Case Number: 00536470
Subject: L2 review
Status: Closed
⏳ 2.0 business days
📋
Work Order Created Oct 20, 8:22 AM
Work Order: WO-01310244
Type: Virtual Tech - Field Repair
Priority: P3
⏳ 2.0 business days
📅
Status: Ready for Scheduling by Derek Reynolds Oct 21, 1:44 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 1d 5h
👷
▶
2 Technician Assigned Oct 21, 4:41 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2h 56m
⏳ 2.9 business days
🗓️
▶
2 Status: Scheduled Oct 23, 2:00 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-10-28T17:00:00.000+0000
⏳ 4.0 business days
🔧
Status: Tech On Site by Justin Armas Oct 28, 1:04 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 23h
⏱️
▶
2 3x Labor Added Oct 28, 1:45 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Justin Armas
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 41m, 0m
📄
▶
2 Status: Ready to Bill Oct 29, 11:21 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 Nov 2, 3:37 PM
Invoice Number: SM-245040

Bottlenecks

Entered
Duration: 2.0 business days (threshold: 4.0 business hours)
Exceeded by 1.5 business days
Assigned
Duration: 2.4 business days (threshold: 4.0 business hours)
Exceeded by 1.9 business days
Scheduled
Duration: 3.7 business days (threshold: 2.0 business days)
Exceeded by 1.7 business days
Closed
Duration: 1.8 business days (threshold: 1.0 business days)
Exceeded by 6.2 business hours

🔗 Related Artifacts

📞
Case 00536470
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
N/A
Technician
Justin Armas
Scheduled
Oct 28, 1:00 PM
Created
Oct 20, 8:22 AM
Invoice #
SM-245040

Work Details (3)

Name Type Status Qty Amount Date
WL-02986574 Labor Open 3.5 $416.50 Oct 28, 1:45 PM
WL-02986575 Labor Open 1 $119.00 Oct 28, 1:45 PM
WL-02986576 Travel Open 127 - Oct 28, 1:45 PM

Details