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← WO Overview

WO-01318826 ↗ ServiceMax

INVACARE • Repair • P3

📍 iCare - Chestnut Point Care Center — 171 Main St., East Windsor CT, 06088

Dec 4, 2025 → Dec 10, 2025

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Dec 9, 2025
✗ SLA Missed
Active: 3 biz days
Paused: 1 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Dec 10, 2025)
SLA Target
▶ Clock Running
Status: Created
Dec 4 → Dec 4, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Ready for Scheduling
Dec 4 → Dec 4, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Assigned
Dec 4 → Dec 4, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
⏸1d
⏸ Clock Paused
Status: Awaiting Parts - Customer
Dec 4 → Dec 5, 2025
1 business day (not counted)
2d
▶ Clock Running
Status: Reschedule
Dec 5 → Dec 9, 2025
2 business days (counted)
Running total: 2 of 3 biz days used
1d
▶ Clock Running
Status: Scheduled
Dec 9 → Dec 10, 2025
1 business day (counted)
Running total: 3 of 3 biz days used
Created: Dec 4, 2025 Completed: Dec 10, 2025
Business Days Used 3 / 3
0 3d budget
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Dec 4 → Dec 4 Created ▶ Running 0 0 / 3
Dec 4 → Dec 4 Ready for Scheduling ▶ Running 0 0 / 3
Dec 4 → Dec 4 Assigned ▶ Running 0 0 / 3
Dec 4 → Dec 5 Awaiting Parts - Customer ⏸ Paused 1 —
Dec 5 → Dec 9 Reschedule ▶ Running 2 2 / 3
Dec 9 → Dec 10 Scheduled ▶ Running 1 3 / 3
Dispatch 0.0d
Material Management 1.3d
Coordinators 4.3d
Field Work 0.0d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
1.3 days
Coordinators
4.3 days
Over SLA
Field Work
0.0 days
Billing
0.0 days
Created: Dec 4, 2025 Due: Dec 10, 2025 Completed: Dec 10, 2025 (on time)
📅
4.4 days Total Age
⏱️
3.2d in Closed Longest Stage
🔄
8 transitions Status Changes
⚠️
2.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00548523
Work order 2646
Closed
Invacare Tubs Technician to replace the door seal on an Invacare IH3652G tub and do preventative maintenance. 1143641 Door Seal Kit Tech Notes For Questions regarding this work order Please call 1-800-668-2337 EXT 4160 PLEASE DO NOT SCHEDULE SERVICE UNTIL PARTS ARRIVE, PROVIDE AN ADDRESS FOR PARTS TO SHIP TO AND IF PM LABELS ARE NEEDED
Priority
Standard
Origin
Email
Reason
New Case
Contact
Raphael Hernandez
Owner
Shelby Robinson
Created
Dec 3, 2025
Work Orders from this Case (2)
WO-01318826 (current) Invoiced
Repair • Luis Torres
Created: Dec 4, 2025 • Closed: Dec 10, 2025
WO-01324928 Invoiced
Preventive Maintenance • Luis Torres
Created: Dec 10, 2025 • Closed: Dec 10, 2025
Completed with minor delays
Invoiced • 90 days old
🚨
Primary Delay 3.2 days stuck in "Closed"
⏱️
Total Delay 2.6 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
0.1d / 1.0d SLA
Awaiting Parts - Customer
1.3d
Reschedule
2.4d / 2.0d SLA
Scheduled
1.8d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
3.2d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/10/25 RBerry- Updated due date based on parts. Removed delay code


12/9 KSmith -- Scheduled for tomorrow with Cathy. 11am-1pm

12/9 KSmith -- Per Kevin, updated POC Cathy @ 860-692-2349 

12/9 KSmith -- Left VM to schedule for tomorrow.

12/8 KSmith -- Left VM to schedule for Wednesday

12/5 KSmith -- Tracking number 8867 7032 3594. Instructions are attached as well

12/4 KSmith -- Sent FSE information to Kevin for parts to be shipped to FSE

🔧 Work Performed
**R&R Door seal **Function & cycle tested to confirm no leaks
🔍 Technician Findings
Unit OOS
⚠️ Problem Description
Repair WO Invacare Tubs Technician to replace the door seal on an Invacare IH3652G tub and do preventative maintenance. 1143641 Door Seal Kit Tech Notes For Questions regarding this work order Please call 1-800-668-2337 EXT 4160 PLEASE DO NOT SCHEDULE SERVICE UNTIL PARTS ARRIVE, PROVIDE AN ADDRESS FOR PARTS TO SHIP TO AND IF PM LABELS ARE NEEDED Please schedule with WO-01324928.
📄 Description
Invacare IH3650 Side Entry Whirlpool Tub

Timeline

📞
Case Linked Dec 3, 1:34 PM
Case Number: 00548523
Subject: Work order 2646
Status: Closed
⏳ 2.0 business days
📋
▶
2 Work Order Created Dec 4, 3:36 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Shelby Robinson
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Status: Assigned Dec 4, 4:40 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Kourtney Smith
Technician: Luis Torres
🔄
Status: Reschedule by Kourtney Smith Dec 5, 3:45 PM
From: Awaiting Parts - Customer
To: Reschedule
Duration in Previous: 23h 4m
⏳ 3.0 business days
🗓️
▶
2 Status: Scheduled Dec 9, 12:44 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-12-10T16:30:00.000+0000
⏳ 2.0 business days
🔩
5x Parts Added Dec 10, 5:25 PM
Type: Parts, Labor, Travel
Status: Open
Qty: 1, 0.5, 0.75, 20, 38
✔️
▶
3 Status: Completed Dec 10, 5:39 PM
Status: Completed → Labor Added → Status: Closed
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 2
🏁
Status: Closed by Luis Torres
From: Completed
To: Closed
Duration in Previous: 1m
⏳ 3.8 business days
📄
▶
3 Status: Ready to Bill Dec 15, 3:14 PM
Status: Ready to Bill → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 3m
🧾
Invoice Created
Invoice Number: SM-249140

Bottlenecks

Reschedule
Duration: 2.4 business days (threshold: 2.0 business days)
Exceeded by 3.2 business hours
Closed
Duration: 3.2 business days (threshold: 1.0 business days)
Exceeded by 2.2 business days

🔗 Related Artifacts

📞
Case 00548523
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Repair
Branch
Corporate
Technician
Luis Torres
Scheduled
Dec 10, 11:30 AM
Created
Dec 4, 3:36 PM
Invoice #
SM-249140

Work Details (6)

Name Type Status Qty Amount Date
WL-03033319 Parts Open 1 $0.00 Dec 10, 5:25 PM
WL-03033320 Labor Open 0.5 $52.50 Dec 10, 5:25 PM
WL-03033321 Labor Open 0.75 $0.00 Dec 10, 5:25 PM
WL-03033323 Travel Open 20 $85.00 Dec 10, 5:25 PM
WL-03033324 Travel Open 38 $0.00 Dec 10, 5:25 PM
WL-03033356 Labor Open 2 $0.00 Dec 10, 5:40 PM

Details