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WO-01312020 ↗ ServiceMax

CenterWell (Humana) • Virtual Tech - Field Repair • P3

📍 CenterWell - NV - 80 S. MLK — 80 South Martin Luther King BLVD, Las Vegas NV, 89106

Oct 30, 2025 → Nov 4, 2025

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Nov 4, 2025
✓ SLA Met
Active: 3 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Nov 4, 2025)
SLA Target
▶ Clock Running
Status: Created
Oct 30 → Oct 30, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Ready for Scheduling
Oct 30 → Oct 30, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Assigned
Oct 30 → Oct 30, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
2d
▶ Clock Running
Status: Scheduled
Oct 30 → Nov 3, 2025
2 business days (counted)
Running total: 2 of 3 biz days used
1d
▶ Clock Running
Status: Tech On Site
Nov 3 → Nov 4, 2025
1 business day (counted)
Running total: 3 of 3 biz days used
Created: Oct 30, 2025 Completed: Nov 4, 2025
Business Days Used 3 / 3
0 3d budget
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Oct 30 → Oct 30 Created ▶ Running 0 0 / 3
Oct 30 → Oct 30 Ready for Scheduling ▶ Running 0 0 / 3
Oct 30 → Oct 30 Assigned ▶ Running 0 0 / 3
Oct 30 → Nov 3 Scheduled ▶ Running 2 2 / 3
Nov 3 → Nov 4 Tech On Site ▶ Running 1 3 / 3
Dispatch 0.0d
Coordinators 3.5d
Field Work 1.2d
Billing 0.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
3.5 days
Over SLA
Field Work
1.2 days
Over SLA
Billing
0.0 days
Created: Oct 30, 2025 Due: Nov 4, 2025 Completed: Nov 4, 2025 (on time)
📅
4.0 days Total Age
⏱️
3.0d in Closed Longest Stage
🔄
7 transitions Status Changes
⚠️
3.2d 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 #00535321
INR & EKG Leads
Closed
Good Morning, I would like to put in a work order in to fix our INR machine, it is not reading the specimen. Also, our leads to the EKG machine has an error. The results are inconsistent. Please let me know if you have questions. Thank you Karina Huston Center Administrator- S. MLK 80 S. Martin Luther King Blvd, Ste. 100 Las Vegas, NV 89106 *Center 725.228-4500 *Mobile 702.319.2152 *Email khuston1@centerwell.com<mailto:khuston1@centerwell.com> [Logo Description automatically generated] The information transmitted is intended only for the person or entity to which it is addressed and may contain CONFIDENTIAL material. If you receive this material/information in error, please contact the sender and delete or destroy the material/information. Humana Inc. and its subsidiaries comply with applicable Federal civil rights laws and do not discriminate on the basis of race, color, national origin, ancestry, age, disability, sex, marital status, gender, sexual orientation, gender identity, or religion. Humana Inc. and its subsidiaries do not exclude people or treat them differently because of race, color, national origin, ancestry, age, disability, sex, marital status, gender, sexual orientation, gender identity, or religion. English: ATTENTION: If you do not speak English, language assistance services, free of charge, are available to you. Call 1‐877‐320‐1235 (TTY: 711). Español (Spanish): ATENCIÓN: Si habla español, tiene a su disposición servicios gratuitos de asistencia lingüística. Llame al 1‐877‐320‐1235 (TTY: 711). 繁體中文(Chinese):注意:如果您使用繁體中文,您可以免費獲得語言援助 服務。請致電 1‐877‐320‐1235 (TTY: 711)。 Kreyòl Ayisyen (Haitian Creole): ATANSION: Si w pale Kreyòl Ayisyen, gen sèvis èd pou lang ki disponib gratis pou ou. Rele 1‐877‐320‐1235 (TTY: 711). Polski (Polish): UWAGA: Jeżeli mówisz po polsku, możesz skorzystać z bezpłatnej pomocy językowej. Zadzwoń pod numer 1‐877‐320‐1235 (TTY: 711). 한국어 (Korean): 주의: 한국어를 사용하시는 경우, 언어 지원 서비스를 무료로 이용하실 수 있습니다. 1‐877‐320‐1235 (TTY: 711)번으로 전화해 주십시오.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Karina Huston
Owner
Virtual Tech
Created
Oct 14, 2025
Work Orders from this Case (1)
WO-01312020 (current) Invoiced
Virtual Tech - Field Repair • Michael Russell
Created: Oct 30, 2025 • Closed: Nov 4, 2025
Completed with minor delays
Invoiced • 125 days old
🚨
Primary Delay 3.0 days stuck in "Closed"
⏱️
Total Delay 3.2 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
0.5d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
2.9d / 2.0d SLA
Tech On Site
1.2d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10-30 Mburriss called site and set appt with Karina Huston

🔧 Work Performed
Unit testing with the client has been completed, and a port error code has been verified. The issue has been diagnosed as a software malfunction that requires a mandatory upgrade.
🔍 Technician Findings
SN:4816244 SN:4818118 SN:4816212 ALL 3 UNITS HAD PORT ERROR
⚠️ Problem Description
Perform full functional testing on EKG and review results with staff. Model: Midmark - IQECG Model Type: EKG Custom Field: Notes: Asset ID: 6225001 Site: CenterWell (Humana) - CenterWell - NV - 80 S. MLK Department: ClinicDepreciation Start Date:Physical Location: Nurse StationDepreciation Term: yrsSerial #: 4816244 https://www.ebiotrack.com/workorder.php?wo=69351

Timeline

📞
Case Linked Oct 14, 10:52 AM
Case Number: 00535321
Subject: INR & EKG Leads
Status: Closed
🚨 13.0 business days
📋
▶
2 Work Order Created Oct 30, 8:05 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Derek Reynolds
From: Entered
To: Ready for Scheduling
Duration in Previous: 1m
👷
▶
4 Technician Assigned Oct 30, 12:31 PM
Technician Assigned → Status: Assigned → Status: Scheduled → Dispatch Scheduled
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 4h 23m
🗓️
Status: Scheduled by Michael Burris
From: Assigned
To: Scheduled
Duration in Previous: 3m
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-11-03T21:00:00.000+0000
⏳ 3.0 business days
🔧
Status: Tech On Site by Michael Russell Nov 3, 5:01 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 5h
🚗
▶
2 2x Travel Added Nov 4, 2:57 AM
2x Travel Added → 3x Labor Added
⏱️
3x Labor Added
Type: Labor
Status: Open
Qty: 2, 1, 0.5
✔️
Status: Completed by Michael Russell Nov 4, 3:02 AM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 10h 1m, 0m
⏳ 3.0 business days
📄
▶
2 Status: Ready to Bill Nov 6, 9:52 AM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
⏳ 3.0 business days
🧾
Invoice Created Nov 10, 12:37 PM
Invoice Number: SM-245701

Bottlenecks

Scheduled
Duration: 2.9 business days (threshold: 2.0 business days)
Exceeded by 7.4 business hours
Tech On Site
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 2.0 business hours
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00535321
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Michael Russell
Scheduled
Nov 3, 4:00 PM
Created
Oct 30, 8:05 AM
Invoice #
SM-245701

Work Details (5)

Name Type Status Qty Amount Date
WL-02995294 Travel Open 10 - Nov 4, 2:57 AM
WL-02995295 Travel Open 10 - Nov 4, 2:57 AM
WL-02995299 Labor Open 2 $238.00 Nov 4, 3:02 AM
WL-02995300 Labor Open 1 $119.00 Nov 4, 3:02 AM
WL-02995301 Labor Open 0.5 $59.50 Nov 4, 3:02 AM

Details