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WO-01318865 ↗ ServiceMax

TEXAS HEALTH & HUMAN SERVICES COMMISSION • Repair • P3

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

Dec 4, 2025 → Feb 5, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Dec 9, 2025
✗ SLA Missed (10 biz days late)
Active: 13 biz days
Paused: 30 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Feb 6, 2026)
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 5, 2025
1 business day (counted)
Running total: 1 of 3 biz days used
▶ Clock Running
Status: Assigned
Dec 5 → Dec 5, 2025
0 business days (counted)
Running total: 1 of 3 biz days used
4d
▶ Clock Running
Status: Scheduled
Dec 5 → Dec 11, 2025
4 business days (counted)
Running total: 5 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Dec 11 → Dec 12, 2025
1 business day (counted)
Running total: 6 of 3 biz days used
▶ Clock Running
Status: Completed
Dec 12 → Dec 12, 2025
0 business days (counted)
Running total: 6 of 3 biz days used
▶ Clock Running
Status: Incomplete
Dec 12 → Dec 13, 2025
0 business days (counted)
Running total: 6 of 3 biz days used
▶ Clock Running
Status: L2 Screening
Dec 13 → Dec 13, 2025
0 business days (counted)
Running total: 6 of 3 biz days used
⏸30d
⏸ Clock Paused
Status: Awaiting Parts
Dec 13 → Jan 28, 2026
30 business days (not counted)
▶ Clock Running
Status: Reschedule
Jan 28 → Feb 2, 2026
3 business days (counted)
Running total: 9 of 3 biz days used
▶ Clock Running
Status: Scheduled
Feb 2 → Feb 6, 2026
4 business days (counted)
Running total: 13 of 3 biz days used
Created: Dec 4, 2025 Completed: Feb 6, 2026
Business Days Used 13 / 3
0 3d budget +10d over
Show SLA Clock Detail (11 periods)
Period Status Clock Biz Days Running Total
Dec 4 → Dec 4 Created ▶ Running 0 0 / 3
Dec 4 → Dec 5 Ready for Scheduling ▶ Running 1 1 / 3
Dec 5 → Dec 5 Assigned ▶ Running 0 1 / 3
Dec 5 → Dec 11 Scheduled ▶ Running 4 5 / 3
Dec 11 → Dec 12 Tech On Site ▶ Running 1 6 / 3
Dec 12 → Dec 12 Completed ▶ Running 0 6 / 3
Dec 12 → Dec 13 Incomplete ▶ Running 0 6 / 3
Dec 13 → Dec 13 L2 Screening ▶ Running 0 6 / 3
Dec 13 → Jan 28 Awaiting Parts ⏸ Paused 30 —
Jan 28 → Feb 2 Reschedule ▶ Running 3 9 / 3
Feb 2 → Feb 6 Scheduled ▶ Running 4 13 / 3
Dispatch 0.0d
Material Management 30.0d
Coordinators 13.8d
Field Work 1.2d
Incomplete 1.0d (excluded)
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
30.0 days
Over SLA
Coordinators
13.8 days
Over SLA
Field Work
1.2 days
Over SLA
Incomplete (excluded from total)
1.0 days
Billing
0.0 days
Created: Dec 4, 2025 Due: Feb 4, 2026 Completed: Feb 6, 2026 (1 days late)
📅
42.5 days Total Age
⏱️
30.0d in Awaiting Parts Longest Stage
🔄
13 transitions Status Changes
⚠️
36.0d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
4 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits (1 reschedule)
2 on-site visits — follow-up trip required
👤 Self-scheduled by Anthony Wirth — scheduling delays attributed to technician, not coordinators
Visit 1 Dec 11, 2025
Visit 2 Feb 5, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00548648
Work order
Closed
Patient Name: Cora Mae Sanders Building: Home 673 Room Number: 104 Brief Description Of Problem: Foot side of the bed is stuck while raised up.
Priority
Standard
Origin
Email
Reason
New Case
Contact
LaTrenda King
Owner
Shelby Robinson
Created
Dec 3, 2025
Work Orders from this Case (4)
WO-01318864 Closed
Repair • Chane Lacy
Created: Dec 4, 2025 • Closed: Mar 4, 2026
WO-01318865 (current) Invoiced
Repair • Anthony Wirth
Created: Dec 4, 2025 • Closed: Feb 5, 2026
WO-01318866 Invoiced
Repair • Anthony Wirth
Created: Dec 4, 2025 • Closed: Feb 5, 2026
WO-01318867 Invoiced
Repair • Anthony Wirth
Created: Dec 4, 2025 • Closed: Dec 11, 2025
Completed with significant delays
Invoiced • 90 days old
🚨
Primary Delay 30.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 36.0 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
1.2d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
9.3d / 2.0d SLA
Tech On Site
1.2d / 1.0d SLA
Incomplete
1.0d
Awaiting Parts
30.0d / 3.0d SLA
Reschedule
3.3d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/2 KKelch called LaTrenda to schedule for 2/5 between 2:30 and 3:30 pm. Customer confirmed. Call logged on WO-01318864

12/12 KWeiss, Quote accepted. Moving w/o to L2 Screening for part order.

12/11 KWeiss, Created case and sent to sales for quoting.

12/5 KKelch called LaTrenda to schedule for 12/12 between 9 and 11 am. Customer confirmed. Call logged on WO-01318867

🔧 Work Performed
Checked the unit and the side rail will not go down. Attempted to fix the issue but it is rusted and will not move. Will need the side rail replaced in order to have it functional. 2/5 installed the new rail and it is now functional.
🔍 Technician Findings
Unit needs new bed rail left side. Unit is rusted in the lock position Full-Length Bed Rail F168 Almond – Safety Rail
⚠️ Problem Description
Patient Name: Ana Llamas Building: Home 673 Room Number: 105 SN: 1000399110 Brief Description Of Problem: Left rail does not raise up. https://www.ebiotrack.com/workorder.php?wo=70154

Timeline

📞
Case Linked Dec 3, 5:58 PM
Case Number: 00548648
Subject: Work order
Status: Closed
📋
▶
2 Work Order Created Dec 4, 5:44 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
👷
▶
4 Technician Assigned Dec 5, 9:10 AM
Technician Assigned → Status: Assigned → Dispatch Scheduled → Status: Scheduled
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 15h 25m
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-12-12T15:00:00.000+0000
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Assigned
To: Scheduled
Duration in Previous: 4m
⏳ 3.0 business days
📅
Dispatch Scheduled by Kaitlyn Kelch Dec 9, 1:53 PM
Scheduled For: 2025-12-11T15:00:00.000+0000
⏳ 3.0 business days
🔧
Status: Tech On Site by Anthony Wirth Dec 11, 9:58 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 6d 0h
⏱️
Labor Added Dec 11, 8:15 PM
Type: Labor
Status: Open
Qty: 1
✔️
Status: Completed by Anthony Wirth Dec 11, 8:35 PM
From: Tech On Site, Completed
To: Completed, Incomplete
Duration in Previous: 10h 37m, 0m
⏳ 1.4 business days
🔍
▶
2 Status: L2 Screening Dec 13, 12:06 AM
Status: L2 Screening → Parts Requested
📦
Parts Requested
Order: 00086734
Status: Closed
🚨 30.0 business days
🔩
▶
2 2x Parts Added Jan 28, 4:30 PM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Keith Fricke
From: Awaiting Parts
To: Reschedule
Duration in Previous: 46d 16h
⏳ 3.9 business days
📅
▶
2 Dispatch Scheduled Feb 2, 9:01 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Reschedule
To: Scheduled
Duration in Previous: 4d 16h
⏳ 4.0 business days
⏱️
Labor Added Feb 5, 9:16 PM
Type: Labor
Status: Open
Qty: 1
✔️
▶
2 Status: Completed Feb 5, 9:23 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Anthony Wirth
From: Completed
To: Closed
Duration in Previous: 1m
⏳ 3.3 business days
📄
▶
3 Status: Ready to Bill Feb 10, 11:09 AM
Status: Ready to Bill → Status: Invoice Pending → Status: Invoiced
📨
Status: Invoice Pending by Diane Patton
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 2m
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🚨 14.0 business days
🧾
Invoice Created Mar 2, 12:45 PM
Invoice Number: SM-253472

Bottlenecks

Ready for Scheduling
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.3 business hours
Scheduled
Duration: 5.0 business days (threshold: 2.0 business days)
Exceeded by 3.0 business days
Tech On Site
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.6 business hours
Awaiting Parts
Duration: 30.0 business days (threshold: 3.0 business days)
Exceeded by 27.0 business days
Reschedule
Duration: 3.3 business days (threshold: 2.0 business days)
Exceeded by 1.3 business days
Scheduled
Duration: 4.3 business days (threshold: 2.0 business days)
Exceeded by 2.3 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00548648
Closed
📦
Parts Order 00086734
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Repair
Branch
N/A
Technician
Anthony Wirth
Scheduled
Feb 5, 3:30 PM
Created
Dec 4, 5:44 PM
Invoice #
SM-253472

Work Details (4)

Name Type Status Qty Amount Date
WL-03035050 Labor Open 1 $145.00 Dec 11, 8:15 PM
WL-03082133 Parts Open 1 $332.10 Jan 28, 4:30 PM
WL-03082134 Expenses Open 1 $51.41 Jan 28, 4:30 PM
WL-03094347 Labor Open 1 $145.00 Feb 5, 9:16 PM

Details