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WO-01316128 ↗ ServiceMax

Eyecheq • Installation • PC

📍 Atrium Health One Health Family Medicine and Urgent Care — 16645 Birkdale Commons Parkway, Suite 100, Huntersville NC, 28078

Nov 18, 2025 → Nov 26, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Dec 5, 2025
✓ SLA Met (5 biz days early)
Active: 6 biz days
🕐 Clock stopped: Completed (Nov 27, 2025)
▶ Clock Running
Status: Created
Nov 18 → Nov 18, 2025
0 business days (counted)
Running total: 0 of ? biz days used
4d
▶ Clock Running
Status: Ready for Scheduling
Nov 18 → Nov 24, 2025
4 business days (counted)
Running total: 4 of ? biz days used
▶ Clock Running
Status: Assigned
Nov 24 → Nov 24, 2025
0 business days (counted)
Running total: 4 of ? biz days used
2d
▶ Clock Running
Status: Scheduled
Nov 24 → Nov 26, 2025
2 business days (counted)
Running total: 6 of ? biz days used
▶ Clock Running
Status: Tech On Site
Nov 26 → Nov 27, 2025
0 business days (counted)
Running total: 6 of ? biz days used
Created: Nov 18, 2025 Completed: Nov 27, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Nov 18 → Nov 18 Created ▶ Running 0 0
Nov 18 → Nov 24 Ready for Scheduling ▶ Running 4 4
Nov 24 → Nov 24 Assigned ▶ Running 0 4
Nov 24 → Nov 26 Scheduled ▶ Running 2 6
Nov 26 → Nov 27 Tech On Site ▶ Running 0 6
Dispatch 0.0d
Coordinators 6.6d
Field Work 0.7d
Billing 16.2d
✓ SLA Met
Dispatch
0.0 days
Coordinators
6.6 days
Over SLA
Field Work
0.7 days
Billing
16.2 days
Over SLA
Created: Nov 18, 2025 Due: Dec 5, 2025 Completed: Nov 27, 2025 (8 days early)
📅
6.3 days Total Age
⏱️
16.0d in Billing Review Longest Stage
🔄
11 transitions Status Changes
⚠️
17.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
16 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00545025
Closed
Job A Tasks Ship EyeCheq crate to location Tech must take photos before disassembly. Disassemble, re-crate EyeCheq Kiosk, and ship to NC location Uninstall, collect, box up, and mail IT equipment back to Jordan's home office Two ACER chromebooks 1 Stripe terminal & charging cables 1 Unifi Dream machine router & charging cables 1 Unifi Camera At NC location, uncrate and assemble kiosk Return crate to EMSAR warehouse FROM Walmart Store 2890 5955 ZEBULON RD MACON, GA, 31210 TO Atrium Health One Health Family Medicine and Urgent Care 16645 Birkdale Commons Parkway, Suite 100 Huntersville, NC 28078
Priority
High
Origin
Phone
Reason
New Case
Contact
N/A
Owner
Leona Coonrod
Created
Nov 18, 2025
Work Orders from this Case (1)
WO-01316128 (current) Invoiced
Installation • Rozier Cole
Created: Nov 18, 2025 • Closed: Nov 26, 2025
Completed with significant delays
Invoiced • 106 days old
🚨
Primary Delay 16.0 days stuck in "Billing Review"
⏱️
Total Delay 17.6 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
4.3d / 1.0d SLA
Scheduled
2.3d / 2.0d SLA
Tech On Site
0.7d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Billing Review
16.1d / 2.0d SLA
Ready to Bill
0.1d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12.1.25 Hshaw - clarify freight cost with NFloyd

11/24/25 NFloyd - The original POC at Huntersville will be OOO on Wednesday. The new POC is Anna - her direct line is 704-801-1432. 

🔧 Work Performed
received crate from delivery - unloaded verified and staged - installed system
🔍 Technician Findings
found unit from delivery
⚠️ Problem Description
Job A -Tasks Technician will uncrate, assemble, power up, connect, and functionally verify the EyeCheq kiosk per attached WI-012. This includes rolling the kiosk into place, installing the canopy and side panels, connecting power and WAN, logging into the router, and completing all required diagnostic tests and a full mock exam. Please use 2222 when asked to enter the Operator Access Code to run the full diagnostics suite
📄 Description
Higi Station Hardwired

Timeline

📞
Case Linked Nov 18, 4:21 PM
Case Number: 00545025
Subject:
Status: Closed
📋
▶
2 Work Order Created Nov 18, 4:50 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Leona Coonrod
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
⏳ 4.9 business days
💵
2x Expenses Added Nov 24, 2:46 PM
Type: Expenses
Status: Open
Qty: 1
💵
2x Expenses Added Nov 24, 3:08 PM
Type: Expenses
Status: Open
Qty: 1
👷
▶
4 Technician Assigned Nov 24, 4:18 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled → Dispatch Scheduled
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 5d 23h, 0m
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2025-11-26T13:00:00.000+0000
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2025-11-26T17:00:00.000+0000
⏳ 2.0 business days
💵
Expenses Added Nov 25, 6:04 PM
Type: Expenses
Status: Open
Qty: 1
🔧
Status: Tech On Site by Rozier Cole Nov 26, 1:29 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 21h
⏱️
▶
3 3x Labor Added Nov 26, 6:23 PM
3x Labor Added → Labor Added → Labor Added
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 4
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 7.5
⏱️
▶
3 3x Labor Added Nov 26, 10:30 PM
3x Labor Added → 3x Expenses Added → Status: Completed
💵
3x Expenses Added
Type: Expenses, Travel
Status: Open
Qty: 1, 45, 115
✔️
Status: Completed by Rozier Cole
From: Tech On Site
To: Completed
Duration in Previous: 9h 5m
🏁
Status: Closed by Rozier Cole Nov 26, 10:39 PM
From: Completed
To: Closed
Duration in Previous: 4m
⏳ 1.2 business days
💵
Status: Billing Review by Hannah Shaw Dec 1, 9:53 AM
From: Closed
To: Billing Review
Duration in Previous: 4d 11h
🚨 16.0 business days
📄
Status: Ready to Bill by Chris Bakkemo Dec 22, 1:57 PM
From: Billing Review
To: Ready to Bill
Duration in Previous: 21d 4h
💵
Status: Billing Review by Hannah Shaw Dec 22, 2:49 PM
From: Ready to Bill
To: Billing Review
Duration in Previous: 52m
📄
Status: Ready to Bill by Hannah Shaw Dec 22, 3:17 PM
From: Billing Review, Ready to Bill
To: Ready to Bill, Invoice Pending
Duration in Previous: 28m, 0m
💵
Status: Billing Review by Hannah Shaw Dec 22, 3:31 PM
From: Invoice Pending
To: Billing Review
Duration in Previous: 13m
💰
▶
2 Status: Invoiced Dec 22, 3:49 PM
Status: Invoiced → Invoice Created
🧾
Invoice Created
Invoice Number: SM-249771

Bottlenecks

Ready for Scheduling
Duration: 4.3 business days (threshold: 1.0 business days)
Exceeded by 3.3 business days
Scheduled
Duration: 2.3 business days (threshold: 2.0 business days)
Exceeded by 2.7 business hours
Billing Review
Duration: 16.0 business days (threshold: 2.0 business days)
Exceeded by 14.0 business days

🔗 Related Artifacts

📞
Case 00545025
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Installation
Branch
N/A
Technician
Rozier Cole
Scheduled
Nov 26, 12:00 PM
Created
Nov 18, 4:50 PM
Invoice #
SM-249771

Work Details (16)

Name Type Status Qty Amount Date
WL-03018712 Expenses Open 1 $0.00 Nov 24, 2:46 PM
WL-03018713 Expenses Open 1 $0.00 Nov 24, 2:46 PM
WL-03018749 Expenses Open 1 $0.00 Nov 24, 3:08 PM
WL-03018750 Expenses Open 1 $0.00 Nov 24, 3:08 PM
WL-03020156 Expenses Open 1 $0.00 Nov 25, 6:04 PM
WL-03021298 Labor Open 1 $1,011.50 Nov 26, 6:23 PM
WL-03021299 Expenses Open 1 $0.00 Nov 26, 6:23 PM
WL-03021300 Travel Open 45 $155.00 Nov 26, 6:23 PM
WL-03021304 Labor Open 4 $476.00 Nov 26, 6:27 PM
WL-03021319 Labor Open 7.5 $0.00 Nov 26, 6:28 PM
WL-03021567 Labor Open 1 $119.00 Nov 26, 10:30 PM
WL-03021568 Labor Open 3.5 $416.50 Nov 26, 10:30 PM
WL-03021569 Labor Open 3 $0.00 Nov 26, 10:30 PM
WL-03021570 Expenses Open 1 $0.00 Nov 26, 10:33 PM
WL-03021571 Travel Open 45 $112.00 Nov 26, 10:33 PM
WL-03021572 Travel Open 115 $0.00 Nov 26, 10:33 PM

Details