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WO-01311523 ↗ ServiceMax

Steris • Installation • PC

📍 Good Samaritan Hospital - Puyallup — 401 15th Ave SE, Puyallup WA, 98372

Oct 27, 2025 → Nov 2, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Nov 8, 2025
✓ SLA Met (5 biz days early)
Active: 4 biz days
🕐 Clock stopped: Completed (Nov 2, 2025)
▶ Clock Running
Status: Created
Oct 27 → Oct 27, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Oct 27 → Oct 27, 2025
0 business days (counted)
Running total: 0 of ? biz days used
3d
▶ Clock Running
Status: Scheduled
Oct 27 → Oct 30, 2025
3 business days (counted)
Running total: 3 of ? biz days used
1d
▶ Clock Running
Status: Tech On Site
Oct 30 → Oct 31, 2025
1 business day (counted)
Running total: 4 of ? biz days used
0d
▶ Clock Running
Status: Scheduled
Oct 31 → Nov 2, 2025
0 business days (counted)
Running total: 4 of ? biz days used
▶ Clock Running
Status: Tech On Site
Nov 2 → Nov 2, 2025
0 business days (counted)
Running total: 4 of ? biz days used
Created: Oct 27, 2025 Completed: Nov 2, 2025
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Oct 27 → Oct 27 Created ▶ Running 0 0
Oct 27 → Oct 27 Ready for Scheduling ▶ Running 0 0
Oct 27 → Oct 30 Scheduled ▶ Running 3 3
Oct 30 → Oct 31 Tech On Site ▶ Running 1 4
Oct 31 → Nov 2 Scheduled ▶ Running 0 4
Nov 2 → Nov 2 Tech On Site ▶ Running 0 4
Dispatch 0.0d
Coordinators 4.8d
Field Work 2.0d
Billing 54.9d
✓ SLA Met
Dispatch
0.0 days
Coordinators
4.8 days
Over SLA
Field Work
2.0 days
Over SLA
Billing
54.9 days
Over SLA
Created: Oct 27, 2025 Due: Nov 8, 2025 Completed: Nov 2, 2025 (6 days early)
📅
4.8 days Total Age
⏱️
44.0d in Billing Review Longest Stage
🔄
10 transitions Status Changes
⚠️
58.8d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
22 lines Work Details
🚩
3 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
3 On-Site Visits
3 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Wyatt Whitfield — scheduling delays attributed to technician, not coordinators
Visit 1 Oct 29, 2025
Visit 2 Oct 30, 2025
Visit 3 Oct 31, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00538587
Good Samaritan Hospital - SOA 18028956 - Deinstall Washer and Sterilizer
Closed
Deinstall 1 washer and 1 sterilizer
Priority
Standard
Origin
Email
Reason
New Case
Contact
Greg Saso
Owner
Kimberly Hardison
Created
Oct 27, 2025
Work Orders from this Case (1)
WO-01311523 (current) Invoiced
Installation • Wyatt Whitfield
Created: Oct 27, 2025 • Closed: Nov 2, 2025
Completed with significant delays
Invoiced • 128 days old
🚨
Primary Delay 44.0 days stuck in "Billing Review"
⏱️
Total Delay 58.8 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
0.0d / 1.0d SLA
Scheduled
4.8d / 2.0d SLA
Tech On Site
2.0d / 1.0d SLA
Closed
6.0d / 1.0d SLA
Billing Review
44.0d / 2.0d SLA
Ready to Bill
10.0d / 1.0d SLA
Invoice Pending
0.9d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/11/25 NFloyd - Emailed IPM to request PO

10-31 Pgreen slight delay due to family emergency. People ready has been dispatched to help complete the project.

🔧 Work Performed
Removed sterilizer and washer.
🔍 Technician Findings
Found equipment disconnected and ready to be removed.
⚠️ Problem Description
Deinstall 1 washer and 1 sterilizer

Timeline

📞
Case Linked Oct 27, 12:13 PM
Case Number: 00538587
Subject: Good Samaritan Hospital - SOA 18028956 - Deinstall Washer and Sterilizer
Status: Closed
📋
▶
2 Work Order Created Oct 27, 1:21 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
3 Technician Assigned Oct 27, 1:33 PM
Technician Assigned → Dispatch Scheduled → Status: Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-10-30T14:00:00.000+0000
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Ready for Scheduling
To: Scheduled
Duration in Previous: 10m
💵
2x Expenses Added Oct 27, 5:26 PM
Type: Expenses
Status: Open
Qty: 1
⏳ 3.0 business days
⏱️
2x Labor Added Oct 30, 1:15 AM
Type: Labor, Travel
Status: Open
Qty: 2.75, 124
🔧
Status: Tech On Site by Jason Morris Oct 30, 10:13 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 20h
🚗
2x Travel Added Oct 30, 8:14 PM
Type: Travel
Status: Open
Qty: 10, 170
⏱️
5x Labor Added Oct 30, 8:20 PM
Type: Labor, Expenses
Status: Open
Qty: 0.5, 8, 4, 1
🗓️
▶
2 Status: Scheduled Oct 31, 11:24 AM
Status: Scheduled → Technician Assigned
👷
Technician Assigned by Peter Green
Technician: Wyatt Whitfield
⏳ 1.0 business days
🔧
▶
2 Status: Tech On Site Nov 2, 3:08 PM
Status: Tech On Site → 3x Labor Added
⏱️
3x Labor Added
Type: Labor
Status: Open
Qty: 1.5, 8.5, 1.25
⏱️
▶
3 7x Labor Added Nov 2, 3:14 PM
7x Labor Added → Expenses Added → Status: Completed
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
✔️
Status: Completed by Wyatt Whitfield
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 9m, 0m
⚠️ 6.0 business days
💵
Status: Billing Review by Nicole Floyd Nov 11, 3:27 PM
From: Closed
To: Billing Review
Duration in Previous: 9d 0h
🚨 44.0 business days
📄
Status: Ready to Bill by Nicole Floyd Jan 19, 1:07 PM
From: Billing Review
To: Ready to Bill
Duration in Previous: 68d 21h
🚨 10.0 business days
📨
Status: Invoice Pending by Yecenia Campos Feb 2, 1:59 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 14d 0h
💰
▶
2 Status: Invoiced Feb 2, 8:49 PM
Status: Invoiced → Invoice Created
🧾
Invoice Created
Invoice Number: SM-252807

Bottlenecks

Scheduled
Duration: 3.8 business days (threshold: 2.0 business days)
Exceeded by 1.8 business days
Tech On Site
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Closed
Duration: 6.0 business days (threshold: 1.0 business days)
Exceeded by 5.0 business days
Billing Review
Duration: 44.0 business days (threshold: 2.0 business days)
Exceeded by 42.0 business days
Ready to Bill
Duration: 10.0 business days (threshold: 1.0 business days)
Exceeded by 9.0 business days

🔗 Related Artifacts

📞
Case 00538587
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Installation
Branch
N/A
Technician
Wyatt Whitfield
Scheduled
Oct 30, 10:00 AM
Created
Oct 27, 1:21 PM
Invoice #
SM-252807

Work Details (22)

Name Type Status Qty Amount Date
WL-02985701 Expenses Open 1 $0.00 Oct 27, 5:26 PM
WL-02985702 Expenses Open 1 $0.00 Oct 27, 5:26 PM
WL-02989401 Labor Open 2.75 $0.00 Oct 30, 1:15 AM
WL-02989402 Travel Open 124 $0.00 Oct 30, 1:15 AM
WL-02990676 Travel Open 10 $0.00 Oct 30, 8:14 PM
WL-02990677 Travel Open 170 $0.00 Oct 30, 8:14 PM
WL-02990687 Labor Open 0.5 $0.00 Oct 30, 8:20 PM
WL-02990688 Labor Open 8 $2,000.00 Oct 30, 8:20 PM
WL-02990689 Labor Open 4 $0.00 Oct 30, 8:20 PM
WL-02990690 Expenses Open 1 $0.00 Oct 30, 8:21 PM
WL-02990691 Expenses Open 1 $0.00 Oct 30, 8:21 PM
WL-02993276 Labor Open 1.5 $0.00 Nov 2, 3:11 PM
WL-02993277 Labor Open 8.5 $0.00 Nov 2, 3:11 PM
WL-02993278 Labor Open 1.25 $0.00 Nov 2, 3:11 PM
WL-02993280 Labor Open 1.5 $0.00 Nov 2, 3:14 PM
WL-02993281 Labor Open 2 $0.00 Nov 2, 3:14 PM
WL-02993282 Labor Open 1 $0.00 Nov 2, 3:14 PM
WL-02993283 Travel Open 56 $0.00 Nov 2, 3:14 PM
WL-02993284 Travel Open 56 $0.00 Nov 2, 3:14 PM
WL-02993285 Travel Open 56 $0.00 Nov 2, 3:14 PM
WL-02993286 Travel Open 56 $0.00 Nov 2, 3:14 PM
WL-02993289 Expenses Open 1 $0.00 Nov 2, 3:16 PM

Details