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WO-01313014 ↗ ServiceMax

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

📍 Crossover Health at Crossover Health at Mathilda — 323 Soquel Way, Sunnyvale CA, 94085

Nov 4, 2025 → Nov 7, 2025

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Nov 7, 2025
✗ SLA Missed
Active: 3 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Nov 8, 2025)
SLA Target
▶ Clock Running
Status: Created
Nov 4 → Nov 4, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
1d
▶ Clock Running
Status: Ready for Scheduling
Nov 4 → Nov 5, 2025
1 business day (counted)
Running total: 1 of 3 biz days used
▶ Clock Running
Status: Assigned
Nov 5 → Nov 5, 2025
0 business days (counted)
Running total: 1 of 3 biz days used
2d
▶ Clock Running
Status: Scheduled
Nov 5 → Nov 7, 2025
2 business days (counted)
Running total: 3 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Nov 7 → Nov 8, 2025
0 business days (counted)
Running total: 3 of 3 biz days used
Created: Nov 4, 2025 Completed: Nov 8, 2025
Business Days Used 3 / 3
0 3d budget
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Nov 4 → Nov 4 Created ▶ Running 0 0 / 3
Nov 4 → Nov 5 Ready for Scheduling ▶ Running 1 1 / 3
Nov 5 → Nov 5 Assigned ▶ Running 0 1 / 3
Nov 5 → Nov 7 Scheduled ▶ Running 2 3 / 3
Nov 7 → Nov 8 Tech On Site ▶ Running 0 3 / 3
Dispatch 0.0d
Coordinators 4.3d
Field Work 0.0d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
4.3 days
Over SLA
Field Work
0.0 days
Billing
0.0 days
Created: Nov 4, 2025 Due: Nov 7, 2025 Completed: Nov 8, 2025 (on time)
📅
3.5 days Total Age
⏱️
2.7d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
2.2d 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 #00540882
Exam table screeching, Crossover Health- Mathilda
Closed
Troubleshoot Noise: Clinic is reporting they have an exam table that is screeching when it goes up and down. Address is: 323 Soquel Way, Sunnyvale, CA 94085 Room:Tempest Serial number: V178674 625 Midmark Exam table
Priority
Standard
Origin
Email
Reason
New Case
Contact
Edgar Chavez
Owner
Virtual Tech
Created
Nov 4, 2025
Work Orders from this Case (1)
WO-01313014 (current) Invoiced
Virtual Tech - Field Repair • Angel Rios
Created: Nov 4, 2025 • Closed: Nov 7, 2025
Completed with minor delays
Invoiced • 120 days old
🚨
Primary Delay 2.7 days stuck in "Scheduled"
⏱️
Total Delay 2.2 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
1.5d / 1.0d SLA
Assigned
0.1d / 0.5d SLA
Scheduled
2.7d / 2.0d SLA
Tech On Site
0.0d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/07 ARios - Actual tech on site time was 3:15pm

11-5 Mburris called spoke with Edgar and set appt 

🔧 Work Performed
After troubleshooting, I found that the outer shroud wasn’t installed correctly. The end lip is supposed to slide under the lip of the shroud beneath it. I reinstalled the shroud properly and tested the chair several times in the up and down positions, confirming that the screeching noise is no longer present.
🔍 Technician Findings
Customer led me to the room with the exam chair making a screeching noise when moving up or down. Confirmed the correct unit by serial number and verified the noise during testing.
⚠️ Problem Description
Troubleshoot Noise: Clinic is reporting they have an exam table that is screeching when it goes up and down. Address is: 323 Soquel Way, Sunnyvale, CA 94085 Room:Tempest Serial number: V1786734 625 Midmark Exam table https://www.ebiotrack.com/workorder.php?wo=69467

Timeline

📞
Case Linked Nov 4, 2:02 PM
Case Number: 00540882
Subject: Exam table screeching, Crossover Health- Mathilda
Status: Closed
📋
▶
2 Work Order Created Nov 4, 2:48 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Derek Reynolds
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Technician Assigned Nov 5, 1:05 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 22h 17m
🗓️
▶
2 Status: Scheduled Nov 5, 1:37 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-11-07T22:00:00.000+0000
⏳ 3.0 business days
🔧
Status: Tech On Site by Angel Rios Nov 7, 6:46 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 5h
⏱️
3x Labor Added Nov 7, 7:00 PM
Type: Labor, Travel
Status: Open
Qty: 2.5, 95, 128
⏱️
▶
2 Labor Added Nov 7, 7:06 PM
Labor Added → Status: Completed
✔️
Status: Completed by Angel Rios
From: Tech On Site
To: Completed
Duration in Previous: 21m
⏱️
▶
2 Labor Added Nov 7, 11:08 PM
Labor Added → Status: Closed
🏁
Status: Closed by Angel Rios
From: Completed
To: Closed
Duration in Previous: 4h 1m
⏳ 2.1 business days
📄
▶
2 Status: Ready to Bill Nov 12, 12:12 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🧾
Invoice Created Nov 13, 10:51 AM
Invoice Number: SM-246306

Bottlenecks

Ready for Scheduling
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 4.2 business hours
Scheduled
Duration: 2.7 business days (threshold: 2.0 business days)
Exceeded by 5.4 business hours
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00540882
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
N/A
Technician
Angel Rios
Scheduled
Nov 7, 5:00 PM
Created
Nov 4, 2:48 PM
Invoice #
SM-246306

Work Details (5)

Name Type Status Qty Amount Date
WL-03000677 Labor Open 2.5 $297.50 Nov 7, 7:00 PM
WL-03000678 Travel Open 95 - Nov 7, 7:00 PM
WL-03000679 Travel Open 128 - Nov 7, 7:00 PM
WL-03000680 Labor Open 1 $119.00 Nov 7, 7:06 PM
WL-03000951 Labor Open 4 $0.00 Nov 7, 11:08 PM

Details