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WO-01316471 ↗ ServiceMax

TEXAS HEALTH & HUMAN SERVICES COMMISSION • Repair • P3

📍 San Antonio State Supported Living Center — 6711 S. New Braunfels, STE 500, San Antonio TX, 78223

Nov 20, 2025 → Feb 14, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Nov 25, 2025
✗ SLA Missed (22 biz days late)
Active: 25 biz days
Paused: 30 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Feb 12, 2026)
SLA Target
▶ Clock Running
Status: Created
Nov 20 → Nov 20, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 20 → Nov 20, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Assigned
Nov 20 → Nov 20, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Scheduled
Nov 20 → Nov 26, 2025
4 business days (counted)
Running total: 4 of 3 biz days used
2d
▶ Clock Running
Status: Tech Off Site
Nov 26 → Dec 2, 2025
2 business days (counted)
Running total: 6 of 3 biz days used
▶ Clock Running
Status: Completed
Dec 2 → Dec 2, 2025
0 business days (counted)
Running total: 6 of 3 biz days used
6d
▶ Clock Running
Status: Incomplete
Dec 2 → Dec 10, 2025
6 business days (counted)
Running total: 12 of 3 biz days used
▶ Clock Running
Status: L2 Screening
Dec 10 → Dec 10, 2025
0 business days (counted)
Running total: 12 of 3 biz days used
⏸15d
⏸ Clock Paused
Status: Awaiting Parts
Dec 10 → Jan 2, 2026
15 business days (not counted)
▶ Clock Running
Status: Reschedule
Jan 2 → Jan 5, 2026
1 business day (counted)
Running total: 13 of 3 biz days used
▶ Clock Running
Status: Scheduled
Jan 5 → Jan 6, 2026
1 business day (counted)
Running total: 14 of 3 biz days used
▶ Clock Running
Status: Reschedule
Jan 6 → Jan 8, 2026
2 business days (counted)
Running total: 16 of 3 biz days used
▶ Clock Running
Status: Scheduled
Jan 8 → Jan 14, 2026
4 business days (counted)
Running total: 20 of 3 biz days used
⏸15d
⏸ Clock Paused
Status: Awaiting Parts
Jan 14 → Feb 5, 2026
15 business days (not counted)
▶ Clock Running
Status: Reschedule
Feb 5 → Feb 5, 2026
0 business days (counted)
Running total: 20 of 3 biz days used
▶ Clock Running
Status: Scheduled
Feb 5 → Feb 12, 2026
5 business days (counted)
Running total: 25 of 3 biz days used
Created: Nov 20, 2025 Completed: Feb 12, 2026
Business Days Used 25 / 3
0 3d budget +22d over
Show SLA Clock Detail (16 periods)
Period Status Clock Biz Days Running Total
Nov 20 → Nov 20 Created ▶ Running 0 0 / 3
Nov 20 → Nov 20 Ready for Scheduling ▶ Running 0 0 / 3
Nov 20 → Nov 20 Assigned ▶ Running 0 0 / 3
Nov 20 → Nov 26 Scheduled ▶ Running 4 4 / 3
Nov 26 → Dec 2 Tech Off Site ▶ Running 2 6 / 3
Dec 2 → Dec 2 Completed ▶ Running 0 6 / 3
Dec 2 → Dec 10 Incomplete ▶ Running 6 12 / 3
Dec 10 → Dec 10 L2 Screening ▶ Running 0 12 / 3
Dec 10 → Jan 2 Awaiting Parts ⏸ Paused 15 —
Jan 2 → Jan 5 Reschedule ▶ Running 1 13 / 3
Jan 5 → Jan 6 Scheduled ▶ Running 1 14 / 3
Jan 6 → Jan 8 Reschedule ▶ Running 2 16 / 3
Jan 8 → Jan 14 Scheduled ▶ Running 4 20 / 3
Jan 14 → Feb 5 Awaiting Parts ⏸ Paused 15 —
Feb 5 → Feb 5 Reschedule ▶ Running 0 20 / 3
Feb 5 → Feb 12 Scheduled ▶ Running 5 25 / 3
Dispatch 0.0d
Material Management 32.0d
Coordinators 19.3d
Field Work 5.0d
Incomplete 5.6d (excluded)
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
32.0 days
Over SLA
Coordinators
19.3 days
Over SLA
Field Work
5.0 days
Over SLA
Incomplete (excluded from total)
5.6 days
Billing
0.0 days
Created: Nov 20, 2025 Due: Feb 10, 2026 Completed: Feb 14, 2026 (3 days late)
📅
57.0 days Total Age
⏱️
16.0d in Awaiting Parts Longest Stage
🔄
19 transitions Status Changes
⚠️
37.0d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
20 lines Work Details
🚩
4 visits On-Site Trips
📋
Coordinator Scheduling
🚩
4 On-Site Visits (3 reschedules)
4 on-site visits — why were multiple trips needed?
Visit 1 Nov 25, 2025
Visit 2 Jan 6, 2026
Visit 3 Jan 13, 2026
Visit 4 Feb 11, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00545136
HCP L2 Review
Closed
Patient Name: Robert Boyle Building: 674 Room Number: 119 The bed rail won’t go up on one side. Check both sides of bed rails Patient Name: Troy Potter Building: 674 Room Number: 123 The bed rail won’t go up on one side. Check both sides of bed rails Patient Name: Wendy Stott Building: 674 Room Number: 104 The bed rail won’t go up on one side. Check both sides of bed rails
Priority
Standard
Origin
Email
Reason
New Case
Contact
LaTrenda King
Owner
Sherry Reich
Created
Nov 19, 2025
Work Orders from this Case (3)
WO-01316471 (current) Invoiced
Repair • Chane Lacy
Created: Nov 20, 2025 • Closed: Feb 14, 2026
WO-01316472 Invoiced
Repair • Chane Lacy
Created: Nov 20, 2025 • Closed: Feb 14, 2026
WO-01316473 Invoiced
Repair • Chane Lacy
Created: Nov 20, 2025 • Closed: Feb 14, 2026
Completed with significant delays
Invoiced • 104 days old
🚨
Primary Delay 16.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 37.0 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
Assigned
0.0d / 0.5d SLA
Scheduled
15.5d / 2.0d SLA
Tech Off Site
3.0d / 2.0d SLA
Incomplete
5.6d
Awaiting Parts
32.0d / 3.0d SLA
Reschedule
3.7d / 2.0d SLA
Completed
2.0d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA
Billing Review
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/11 CLacy- Parts order needs canceled

2/7/26 RBerry- Updated due date based on parts. Parts delivered on 2/4/26 but WO was not released to ASC until 2/5/26. updated delay code.



2/6 KKelch sent TEAMS message to pod chat to confirm that Chane can perform these repairs due to not having bed or HCP skillset. Approved by CDempsey that he can.

2/5 KKelch called LaTrenda to schedule for 2/11 between 9 and 11 am. Customer confirmed. Call logged on WO-01316472

1/13/26 CLacy Arrived onsite and checked warehouse for parts. Looked with receiving and the parts cannot be located. Re-order and reschedule is needed. 

1/8 KKelch called LaTrenda to schedule for 1/13 between 12 and 2 pm. CUstomer confirmed. Call logged on WO-01316471

1/6 KKelch- per FSE, LaTrenda was not in office at time of service so we will need to reschedule as she keeps the parts in her office

1/5 KKelch called LaTrenda to schedule for 1/6 between 11 and 12 pm. Customer confirmed. Call logged on WO-01316471

12/9 KWeiss, Quote approved, moving to L2 Screening for part order.

12/3 KWeiss, Created case and sent to sales for quoting.

11/25 CLacy- i need to get part information from the manufacture. I also need a new model added to the list

11/20 KKelch called LaTrenda to schedule for 11/25 between 10 and 12 pm. Customer confirmed. Call logged on WO-01316471

🔧 Work Performed
11/25 CLacy- Inspected unit SN1000399747 and found the Side rail mounting brackets are bent to where they slide and the side rail binds. New side rail mounting brackets are needed for this repair. I have adjusted the brackets to the best of my ability and the side rail works for now. Parts needed to complete the repair 1/6 CLacy Arrived onsite and the contact was unavailable. Reschedule needed as i am not sure where the parts are located. 2/11 CLacy- Removed and replaced side rail mounting parts one Patient left and right side of the bed. Functional testing passed. This unit is ready to return to service
🔍 Technician Findings
PR side rail is stuck
⚠️ Problem Description
Patient Name: Robert Boyle Building: 674 Room Number: 119 The bed rail won’t go up on one side. Check both sides of bed rails https://www.ebiotrack.com/workorder.php?wo=69841
📄 Description
Adjustable height bed

Timeline

📞
Case Linked Nov 19, 8:54 AM
Case Number: 00545136
Subject: HCP L2 Review
Status: Closed
⏳ 2.0 business days
📋
▶
2 Work Order Created Nov 20, 9:20 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 1m
👷
▶
4 Technician Assigned Nov 20, 9:39 AM
Technician Assigned → Status: Assigned → Status: Scheduled → Dispatch Scheduled
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 17m
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Assigned
To: Scheduled
Duration in Previous: 2m
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-11-25T16:00:00.000+0000
⏳ 4.0 business days
⏱️
▶
2 3x Labor Added Nov 25, 10:12 PM
3x Labor Added → Status: Tech Off Site
🚗
Status: Tech Off Site by Chane Lacy
From: Scheduled
To: Tech Off Site
Duration in Previous: 5d 12h
⏳ 3.2 business days
✔️
Status: Completed by Chane Lacy Dec 2, 5:34 PM
From: Tech Off Site, Completed
To: Completed, Incomplete
Duration in Previous: 6d 19h, 0m
⚠️ 5.8 business days
🔍
▶
2 Status: L2 Screening Dec 9, 10:21 PM
Status: L2 Screening → Parts Requested
📦
Parts Requested
Order: 00086538
Status: Canceled
🚨 16.2 business days
🔩
▶
2 2x Parts Added Jan 2, 6:10 PM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Amy Greene
From: Awaiting Parts
To: Reschedule
Duration in Previous: 23d 19h
⏳ 1.7 business days
🗓️
▶
2 Status: Scheduled Jan 5, 9:24 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-01-06T17:00:00.000+0000
⏳ 2.0 business days
🔄
Status: Reschedule by Kaitlyn Kelch Jan 6, 2:44 PM
From: Scheduled
To: Reschedule
Duration in Previous: 1d 5h
⏱️
4x Labor Added Jan 6, 8:30 PM
Type: Labor, Travel
Status: Open
Qty: 4, 233
⏳ 2.4 business days
📅
▶
2 Dispatch Scheduled Jan 8, 9:59 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Reschedule
To: Scheduled
Duration in Previous: 1d 19h
⏳ 4.0 business days
📦
▶
3 Parts Requested Jan 13, 8:24 PM
Parts Requested → Status: Awaiting Parts → 5x Labor Added
📦
Status: Awaiting Parts by Chane Lacy
From: Scheduled
To: Awaiting Parts
Duration in Previous: 5d 10h
⏱️
5x Labor Added
Type: Labor, Travel
Status: Open
Qty: 4.5, 1, 233
🚨 16.4 business days
🔩
▶
2 2x Parts Added Feb 5, 1:22 PM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by MELISSA BARRETT
From: Awaiting Parts
To: Reschedule
Duration in Previous: 22d 16h
🗓️
▶
2 Status: Scheduled Feb 5, 2:08 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-02-11T15:00:00.000+0000
⚠️ 5.0 business days
⏱️
4x Labor Added Feb 11, 6:26 PM
Type: Labor, Travel, Expenses
Status: Open
Qty: 1, 31
✔️
Status: Completed by Chane Lacy Feb 11, 9:21 PM
From: Scheduled
To: Completed
Duration in Previous: 6d 7h
⏳ 2.3 business days
🏁
Status: Closed by Chane Lacy Feb 14, 3:26 PM
From: Completed
To: Closed
Duration in Previous: 2d 18h
⏳ 2.0 business days
📄
▶
3 Status: Ready to Bill Feb 18, 1:02 PM
Status: Ready to Bill → Status: Billing Review → Status: Invoice Pending
💵
Status: Billing Review by Diane Patton
From: Invoice Pending
To: Billing Review
Duration in Previous: 1m
📨
Status: Invoice Pending by Diane Patton
From: Billing Review
To: Invoice Pending
Duration in Previous: 1m
🧾
▶
2 Invoice Created Feb 18, 1:07 PM
Invoice Created → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m

Bottlenecks

Scheduled
Duration: 4.4 business days (threshold: 2.0 business days)
Exceeded by 2.4 business days
Tech Off Site
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Awaiting Parts
Duration: 16.0 business days (threshold: 3.0 business days)
Exceeded by 13.0 business days
Reschedule
Duration: 2.5 business days (threshold: 2.0 business days)
Exceeded by 4.3 business hours
Scheduled
Duration: 4.2 business days (threshold: 2.0 business days)
Exceeded by 2.2 business days
Awaiting Parts
Duration: 16.0 business days (threshold: 3.0 business days)
Exceeded by 13.0 business days
Scheduled
Duration: 4.9 business days (threshold: 2.0 business days)
Exceeded by 2.9 business days
Completed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00545136
Closed
📦
Parts Order 00086538
Canceled
📦
Parts Order 00088216
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Repair
Branch
N/A
Technician
Chane Lacy
Scheduled
Feb 11, 10:00 AM
Created
Nov 20, 9:20 AM
Invoice #
SM-254282

Work Details (20)

Name Type Status Qty Amount Date
WL-03020413 Labor Open 0.5 $72.50 Nov 25, 10:12 PM
WL-03020414 Labor Open 4.5 $65.00 Nov 25, 10:12 PM
WL-03020415 Travel Open 233 - Nov 25, 10:12 PM
WL-03052758 Parts Open 1 $0.00 Jan 2, 6:10 PM
WL-03052759 Expenses Open 1 $0.00 Jan 2, 6:10 PM
WL-03055592 Labor Open 4 $0.00 Jan 6, 8:30 PM
WL-03055593 Labor Open 4 $0.00 Jan 6, 8:30 PM
WL-03055594 Travel Open 233 - Jan 6, 8:30 PM
WL-03055595 Travel Open 233 - Jan 6, 8:30 PM
WL-03064031 Labor Open 4.5 $65.00 Jan 13, 8:29 PM
WL-03064032 Labor Open 1 $145.00 Jan 13, 8:29 PM
WL-03064033 Labor Open 5 $0.00 Jan 13, 8:29 PM
WL-03064034 Travel Open 233 - Jan 13, 8:29 PM
WL-03064035 Travel Open 233 - Jan 13, 8:29 PM
WL-03093152 Parts Open 1 $117.45 Feb 5, 1:22 PM
WL-03093153 Expenses Open 1 $14.45 Feb 5, 1:22 PM
WL-03101812 Labor Open 1 $65.00 Feb 11, 6:26 PM
WL-03101813 Labor Open 1 $145.00 Feb 11, 6:26 PM
WL-03101814 Travel Open 31 - Feb 11, 6:26 PM
WL-03101815 Expenses Open 1 $0.00 Feb 11, 6:26 PM

Details