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WO-01310687 ↗ ServiceMax

Belmont Village Hunters Creek • Repair • P7

📍 Belmont Village Hunters Creek — 7667 Woodway Drive,, Houston, TX, 77063

Oct 22, 2025 → Feb 9, 2026

✅ Completed
P7
SLA Clock
7 business days from creation · Target: Oct 31, 2025
✗ SLA Missed (17 biz days late)
Active: 24 biz days
Paused: 49 biz days
Budget: 7 biz days
🕐 Clock stopped: Completed (Feb 10, 2026)
SLA Target
▶ Clock Running
Status: Created
Oct 22 → Oct 22, 2025
0 business days (counted)
Running total: 0 of 7 biz days used
▶ Clock Running
Status: Ready for Scheduling
Oct 22 → Oct 22, 2025
0 business days (counted)
Running total: 0 of 7 biz days used
▶ Clock Running
Status: Assigned
Oct 22 → Oct 28, 2025
4 business days (counted)
Running total: 4 of 7 biz days used
▶ Clock Running
Status: Scheduled
Oct 28 → Oct 30, 2025
2 business days (counted)
Running total: 6 of 7 biz days used
▶ Clock Running
Status: Completed
Oct 30 → Oct 30, 2025
0 business days (counted)
Running total: 6 of 7 biz days used
▶ Clock Running
Status: Incomplete
Oct 30 → Oct 30, 2025
0 business days (counted)
Running total: 6 of 7 biz days used
▶ Clock Running
Status: Closed
Oct 30 → Oct 30, 2025
0 business days (counted)
Running total: 6 of 7 biz days used
12d
▶ Clock Running
Status: Incomplete
Oct 30 → Nov 18, 2025
12 business days (counted)
Running total: 18 of 7 biz days used
▶ Clock Running
Status: L2 Screening
Nov 18 → Nov 18, 2025
0 business days (counted)
Running total: 18 of 7 biz days used
⏸49d
⏸ Clock Paused
Status: Awaiting Parts
Nov 18 → Feb 2, 2026
49 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Feb 2 → Feb 2, 2026
0 business days (counted)
Running total: 18 of 7 biz days used
▶ Clock Running
Status: Assigned
Feb 2 → Feb 3, 2026
1 business day (counted)
Running total: 19 of 7 biz days used
▶ Clock Running
Status: Scheduled
Feb 3 → Feb 10, 2026
5 business days (counted)
Running total: 24 of 7 biz days used
Created: Oct 22, 2025 Completed: Feb 10, 2026
Business Days Used 24 / 7
0 7d budget +17d over
Show SLA Clock Detail (13 periods)
Period Status Clock Biz Days Running Total
Oct 22 → Oct 22 Created ▶ Running 0 0 / 7
Oct 22 → Oct 22 Ready for Scheduling ▶ Running 0 0 / 7
Oct 22 → Oct 28 Assigned ▶ Running 4 4 / 7
Oct 28 → Oct 30 Scheduled ▶ Running 2 6 / 7
Oct 30 → Oct 30 Completed ▶ Running 0 6 / 7
Oct 30 → Oct 30 Incomplete ▶ Running 0 6 / 7
Oct 30 → Oct 30 Closed ▶ Running 0 6 / 7
Oct 30 → Nov 18 Incomplete ▶ Running 12 18 / 7
Nov 18 → Nov 18 L2 Screening ▶ Running 0 18 / 7
Nov 18 → Feb 2 Awaiting Parts ⏸ Paused 49 —
Feb 2 → Feb 2 Ready for Scheduling ▶ Running 0 18 / 7
Feb 2 → Feb 3 Assigned ▶ Running 1 19 / 7
Feb 3 → Feb 10 Scheduled ▶ Running 5 24 / 7
Dispatch 0.1d
Material Management 50.0d
Coordinators 14.0d
Incomplete 13.0d (excluded)
Billing 0.0d
✗ SLA Missed
Dispatch
0.1 days
Material Management
50.0 days
Over SLA
Coordinators
14.0 days
Over SLA
Incomplete (excluded from total)
13.0 days
Billing
0.0 days
Created: Oct 22, 2025 Due: Feb 10, 2026 Completed: Feb 10, 2026 (on time)
📅
73.1 days Total Age
⏱️
50.0d in Awaiting Parts Longest Stage
🔄
16 transitions Status Changes
⚠️
56.9d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
8 lines Work Details
🏠
2 visits On-Site Trips
📋
Coordinator Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
Visit 1 Oct 29, 2025
Visit 2 Feb 9, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00534632
Needs Quote
Closed
Q-00030567 Manufacturer & Model: HB51B00-00111 Serial: CBJ2001HA111031 Issue: Atlas Floor Lift 450 lb. We need service. We tried replacing the battery and it will still not work. Equipment purchased from Direct Supply
Priority
Standard
Origin
Web
Reason
New Case
Contact
Jennifer Ware
Owner
Sherry Reich
Created
Oct 10, 2025
Work Orders from this Case (1)
WO-01310687 (current) Invoiced
Repair • Chane Lacy
Created: Oct 22, 2025 • Closed: Feb 9, 2026
Completed with significant delays
Invoiced • 133 days old
🚨
Primary Delay 50.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 56.9 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
6.3d / 0.5d SLA
Scheduled
7.6d / 2.0d SLA
Closed
2.2d / 1.0d SLA
Incomplete
13.0d
L2 Screening
0.1d / 1.0d SLA
Awaiting Parts
50.0d / 3.0d SLA
Ready to Bill
0.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA
Billing Review
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/3 KKelch called Jennifer to schedule for 2/9 between 12 and 2 pm. Customer confirmed. 

2/3/26 RBerry- Updated due date based on parts.


2/2 KKelch waiting for tracking to update prior to scheduling


12/10/25 CDempsey- Escalated to Brad for status of parts order.

11/17 KHardison, Added Q-00030990 for parts.

11/7 KWeiss, Per tech notes, part will be installed by customer. Case being changed to part order being drop shipped. No follow up by tech.

10/31 KWeiss, Created case and sent to sales for quoting. P/N requested is a Linak number.

10/28/25 RCook- Spoke with Miguel/Executive director, scheduled for 10/29/25. Arrival time between 10AM-12Pm. States they have a hiring event on 10/29/25. He will set up for a nurse to be available to take him to the equipment. The nurse is Rosita. Technician will need to call 832-459-7724 when onsite. The lift is located in apartment 405

10/27 KKelch called Jennifer to schedule for 10/31 between 9 and 11 am. Left VM.

10/22 KKelch called Jennifer to schedule for 10/23 between 12 and 2 pm. Left VM.

10/22/25 SReich - Chattered Butler and Whalen for product/product family to enter the IP.

🔧 Work Performed
2/9 CLacy. Installed new hand controller. Functional testing passed. This unit is ready to return to service 10/29/25 Troubleshoot unit using a working lift. I have found the hand control to be the issue. A new control is needed. Customer could install there selves. PN# HB51B00-0011 X1
🔍 Technician Findings
Lift unit does not operate
⚠️ Problem Description
Q-00030990, parts order. Q-00030567 Manufacturer & Model: HB51B00-00111 Serial: CBJ2001HA111031 Issue: Atlas Floor Lift 450 lb. We need service. We tried replacing the battery and it will still not work. Equipment purchased from Direct Supply

Timeline

📞
Case Linked Oct 10, 12:55 PM
Case Number: 00534632
Subject: Needs Quote
Status: Closed
⚠️ 8.0 business days
📋
▶
2 Work Order Created Oct 22, 8:30 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 3m
👷
▶
2 Technician Assigned Oct 22, 9:14 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 39m
⚠️ 5.0 business days
🗓️
▶
2 Status: Scheduled Oct 28, 9:51 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Rhea Berry
Scheduled For: 2025-10-29T16:00:00.000+0000
⏳ 3.0 business days
⏱️
▶
2 3x Labor Added Oct 30, 9:17 AM
3x Labor Added → Status: Completed
✔️
Status: Completed by Chane Lacy
From: Scheduled, Completed, Incomplete
To: Completed, Incomplete, Closed
Duration in Previous: 1d 23h, 0m
⚠️
Status: Incomplete by Rhonnie Reeves Oct 30, 10:57 AM
From: Closed
To: Incomplete
Duration in Previous: 1h 35m
🚨 13.0 business days
🔍
Status: L2 Screening by Kimberly Hardison Nov 18, 8:47 AM
From: Incomplete
To: L2 Screening
Duration in Previous: 18d 22h
📦
▶
2 Parts Requested Nov 18, 9:44 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Keith Weiss
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 56m
🚨 50.0 business days
📅
Status: Ready for Scheduling by Audrey Tharp Feb 2, 4:14 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 76d 6h
🔩
2x Parts Added Feb 2, 4:25 PM
Type: Parts, Expenses
Status: Open
Qty: 1
👷
▶
2 Technician Assigned Feb 2, 4:52 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 38m
🗓️
▶
2 Status: Scheduled Feb 3, 2:51 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-02-09T18:00:00.000+0000
⚠️ 5.0 business days
⏱️
▶
2 3x Labor Added Feb 9, 7:34 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Chane Lacy
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 6d 4h, 0m
⏳ 2.5 business days
📄
▶
2 Status: Ready to Bill Feb 11, 2:27 PM
Status: Ready to Bill → Status: Invoice Pending
📨
Status: Invoice Pending by Diane Patton
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 1m
💵
▶
3 Status: Billing Review Feb 11, 2:32 PM
Status: Billing Review → Status: Invoice Pending → Status: Invoiced
📨
Status: Invoice Pending by Diane Patton
From: Billing Review
To: Invoice Pending
Duration in Previous: 1m
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
⏳ 3.0 business days
🧾
Invoice Created Feb 14, 3:38 PM
Invoice Number: SM-253619

Bottlenecks

Assigned
Duration: 5.0 business days (threshold: 4.0 business hours)
Exceeded by 4.5 business days
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Awaiting Parts
Duration: 50.0 business days (threshold: 3.0 business days)
Exceeded by 47.0 business days
Assigned
Duration: 1.3 business days (threshold: 4.0 business hours)
Exceeded by 6.1 business hours
Scheduled
Duration: 4.6 business days (threshold: 2.0 business days)
Exceeded by 2.6 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00534632
Closed
📦
Parts Order 00085469
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P7
Type
Repair
Branch
N/A
Technician
Chane Lacy
Scheduled
Feb 9, 1:00 PM
Created
Oct 22, 8:30 AM
Invoice #
SM-253619

Work Details (8)

Name Type Status Qty Amount Date
WL-02989513 Labor Open 1 $130.00 Oct 30, 9:17 AM
WL-02989514 Labor Open 1 $149.00 Oct 30, 9:17 AM
WL-02989515 Travel Open 38 $0.00 Oct 30, 9:17 AM
WL-03088412 Parts Open 1 $140.39 Feb 2, 4:25 PM
WL-03088413 Expenses Open 1 $15.77 Feb 2, 4:25 PM
WL-03098420 Labor Open 1 $130.00 Feb 9, 7:34 PM
WL-03098421 Labor Open 1 $149.00 Feb 9, 7:34 PM
WL-03098422 Travel Open 20 $0.00 Feb 9, 7:34 PM

Details