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WO-01317456 ↗ ServiceMax

HCA Urgent Care • Repair • P3

📍 CareNow Overland Park North, KS #24763 — 9507 Antioch Rd, Overland Park KS, 66212

Nov 26, 2025 → Dec 16, 2025

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Dec 3, 2025
✗ SLA Missed (1 biz days late)
Active: 4 biz days
Paused: 8 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Dec 16, 2025)
SLA Target
▶ Clock Running
Status: Created
Nov 26 → Nov 26, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: L2 Screening
Nov 26 → Nov 27, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
⏸8d
⏸ Clock Paused
Status: Awaiting Parts
Nov 27 → Dec 10, 2025
8 business days (not counted)
▶ Clock Running
Status: Reschedule
Dec 10 → Dec 10, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Assigned
Dec 10 → Dec 10, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
4d
▶ Clock Running
Status: Scheduled
Dec 10 → Dec 16, 2025
4 business days (counted)
Running total: 4 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Dec 16 → Dec 16, 2025
0 business days (counted)
Running total: 4 of 3 biz days used
Created: Nov 26, 2025 Completed: Dec 16, 2025
Business Days Used 4 / 3
0 3d budget +1d over
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Nov 26 → Nov 26 Created ▶ Running 0 0 / 3
Nov 26 → Nov 27 L2 Screening ▶ Running 0 0 / 3
Nov 27 → Dec 10 Awaiting Parts ⏸ Paused 8 —
Dec 10 → Dec 10 Reschedule ▶ Running 0 0 / 3
Dec 10 → Dec 10 Assigned ▶ Running 0 0 / 3
Dec 10 → Dec 16 Scheduled ▶ Running 4 4 / 3
Dec 16 → Dec 16 Tech On Site ▶ Running 0 4 / 3
Dispatch 0.4d
Material Management 8.0d
Coordinators 4.4d
Field Work 0.2d
Billing 0.0d
✗ SLA Missed
Dispatch
0.4 days
Material Management
8.0 days
Over SLA
Coordinators
4.4 days
Over SLA
Field Work
0.2 days
Billing
0.0 days
Created: Nov 26, 2025 Due: Dec 15, 2025 Completed: Dec 16, 2025 (on time)
📅
12.4 days Total Age
⏱️
8.0d in Awaiting Parts Longest Stage
🔄
10 transitions Status Changes
⚠️
9.7d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
7 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00546788
L2 review * No quote needed per SMC
Closed
Inspection #: 30430 Asset ID: 20072598 Model: Welch Allyn - 767 Series Will not power on. Parts Needed- Emsar to follow up with quote for needed replacement part. eye scope powers on intermittently. problem is in the handle assembly, handle needs to be replaced. Part needed QTY 1 PN 104299
Priority
High
Origin
Email
Reason
New Case
Contact
Heather Cunningham
Owner
Kimberly Hardison
Created
Nov 25, 2025
Work Orders from this Case (1)
WO-01317456 (current) Invoiced
Repair • Thomas J Langenberg Jr
Created: Nov 26, 2025 • Closed: Dec 16, 2025
Completed with minor delays
Invoiced • 98 days old
🚨
Primary Delay 8.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 9.7 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
L2 Screening
0.4d / 1.0d SLA
Awaiting Parts
8.0d / 3.0d SLA
Reschedule
0.1d / 2.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
4.3d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Completed
0.2d / 1.0d SLA
Closed
3.4d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/15 KKelch called Heather to reschedule due to FSE calling out for 12/16 between 2 and 3 pm. Customer confirmed. 

12/10/25 RBerry- Parts delivered on 12/8 but WO was not released to ASC until 12/10. Updated due date. Removed delay code


12/10 KKelch called Heather to schedule for 12/15 between 11:30 and 1:30 pm. Customer confirmed. 

🔧 Work Performed
replaced handle assembly. function tested and no issues were present during the function test. Unit was returned to service
🔍 Technician Findings
eye scope work intermittently
⚠️ Problem Description
Inspection #: 30430 Asset ID: 20072598 Model: Welch Allyn - 767 Series Will not power on. Parts Needed- Emsar to follow up with quote for needed replacement part. eye scope powers on intermittently. problem is in the handle assembly, handle needs to be replaced. Part needed QTY 1 PN 104299 https://www.ebiotrack.com/workorder.php?wo=70005

Timeline

📞
Case Linked Nov 25, 3:08 PM
Case Number: 00546788
Subject: L2 review * No quote needed per SMC
Status: Closed
⏳ 2.0 business days
📋
▶
2 Work Order Created Nov 26, 4:09 PM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Kimberly Hardison
From: Entered
To: L2 Screening
Duration in Previous: 0m
📦
▶
2 Parts Requested Nov 26, 7:18 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Keith Weiss
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 3h 9m
⚠️ 8.6 business days
🔩
▶
2 2x Parts Added Dec 10, 4:08 PM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Julie Ann Shoemaker
From: Awaiting Parts
To: Reschedule
Duration in Previous: 13d 20h
👷
▶
4 Technician Assigned Dec 10, 4:36 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled → Status: Scheduled
👷
Status: Assigned by Kaitlyn Kelch
From: Reschedule
To: Assigned
Duration in Previous: 27m
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-12-15T17:30:00.000+0000
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Assigned
To: Scheduled
Duration in Previous: 2m
⏳ 3.9 business days
📅
Dispatch Scheduled by Kaitlyn Kelch Dec 15, 9:07 AM
Scheduled For: 2025-12-16T20:00:00.000+0000
⏳ 2.0 business days
🔧
Status: Tech On Site by Thomas Langenberg Dec 16, 1:29 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 20h
⏱️
▶
2 3x Labor Added Dec 16, 1:59 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Thomas Langenberg
From: Tech On Site
To: Completed
Duration in Previous: 29m
⏱️
▶
2 2x Labor Added Dec 16, 3:25 PM
2x Labor Added → Status: Closed
🏁
Status: Closed by Thomas Langenberg
From: Completed
To: Closed
Duration in Previous: 1h 26m
⏳ 4.0 business days
📄
▶
2 Status: Ready to Bill Dec 19, 10:00 AM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
🧾
Invoice Created Dec 19, 8:41 PM
Invoice Number: SM-249592

Bottlenecks

Awaiting Parts
Duration: 8.0 business days (threshold: 3.0 business days)
Exceeded by 5.0 business days
Scheduled
Duration: 4.3 business days (threshold: 2.0 business days)
Exceeded by 2.3 business days
Closed
Duration: 3.4 business days (threshold: 1.0 business days)
Exceeded by 2.4 business days

🔗 Related Artifacts

📞
Case 00546788
Closed
📦
Parts Order 00085967
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Repair
Branch
Edge
Technician
Thomas J Langenberg Jr
Scheduled
Dec 16, 3:00 PM
Created
Nov 26, 4:09 PM
Invoice #
SM-249592

Work Details (7)

Name Type Status Qty Amount Date
WL-03033200 Parts Open 1 $265.95 Dec 10, 4:08 PM
WL-03033201 Expenses Open 1 $16.50 Dec 10, 4:08 PM
WL-03039330 Labor Open 0.25 $37.25 Dec 16, 1:59 PM
WL-03039331 Labor Open 0.5 $74.50 Dec 16, 1:59 PM
WL-03039332 Travel Open 4 - Dec 16, 1:59 PM
WL-03039491 Labor Open 0.51666666666667 $111.75 Dec 16, 3:25 PM
WL-03039492 Travel Open 14 - Dec 16, 3:25 PM

Details