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WO-01318866 ↗ 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 (25 biz days late)
Active: 28 biz days
Paused: 15 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
5d
▶ Clock Running
Status: Scheduled
Dec 5 → Dec 12, 2025
5 business days (counted)
Running total: 6 of 3 biz days used
▶ Clock Running
Status: Incomplete
Dec 12 → Dec 12, 2025
0 business days (counted)
Running total: 6 of 3 biz days used
16d
▶ Clock Running
Status: Completed
Dec 12 → Jan 7, 2026
16 business days (counted)
Running total: 22 of 3 biz days used
▶ Clock Running
Status: L2 Screening
Jan 7 → Jan 7, 2026
0 business days (counted)
Running total: 22 of 3 biz days used
⏸15d
⏸ Clock Paused
Status: Awaiting Parts
Jan 7 → Jan 29, 2026
15 business days (not counted)
▶ Clock Running
Status: Reschedule
Jan 29 → Feb 2, 2026
2 business days (counted)
Running total: 24 of 3 biz days used
▶ Clock Running
Status: Scheduled
Feb 2 → Feb 6, 2026
4 business days (counted)
Running total: 28 of 3 biz days used
Created: Dec 4, 2025 Completed: Feb 6, 2026
Business Days Used 28 / 3
0 3d budget +25d over
Show SLA Clock Detail (10 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 12 Scheduled ▶ Running 5 6 / 3
Dec 12 → Dec 12 Incomplete ▶ Running 0 6 / 3
Dec 12 → Jan 7 Completed ▶ Running 16 22 / 3
Jan 7 → Jan 7 L2 Screening ▶ Running 0 22 / 3
Jan 7 → Jan 29 Awaiting Parts ⏸ Paused 15 —
Jan 29 → Feb 2 Reschedule ▶ Running 2 24 / 3
Feb 2 → Feb 6 Scheduled ▶ Running 4 28 / 3
Dispatch 0.0d
Material Management 15.4d
Coordinators 8.1d
Field Work 5.2d
Incomplete 17.0d (excluded)
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
15.4 days
Over SLA
Coordinators
8.1 days
Over SLA
Field Work
5.2 days
Over SLA
Incomplete (excluded from total)
17.0 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
⏱️
17.0d in Incomplete Longest Stage
🔄
12 transitions Status Changes
⚠️
21.7d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
8 lines Work Details
🏠
2 visits On-Site Trips
📋
Coordinator Scheduling
🔄
2 On-Site Visits (1 reschedule)
2 on-site visits — follow-up trip required
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 Invoiced
Repair • Anthony Wirth
Created: Dec 4, 2025 • Closed: Feb 5, 2026
WO-01318866 (current) 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 17.0 days stuck in "Incomplete"
⏱️
Total Delay 21.7 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
Ready for Scheduling
1.2d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Completed
5.2d / 1.0d SLA
Incomplete
17.0d
L2 Screening
0.0d / 1.0d SLA
Awaiting Parts
15.4d / 3.0d SLA
Reschedule
2.7d / 2.0d SLA
Scheduled
4.3d / 2.0d SLA
Closed
3.0d / 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

1/7 KWeiss, Quote accepted. Moving 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
Check the unit and found that the mounting bracket was bent. It will need to be replaced. Part number: Part: 95-N832AL 2/5 Replace the mounting brackets
🔍 Technician Findings
Mounting bracket bent. Will need to be replaced; Mounting Hardware for Full Rails on Joerns ECC Beds Part: 95-N832AL
⚠️ Problem Description
Patient Name: Roger Moncivais Building: Home 673 Room Number: 124 SN: 121231231212136410 Brief Description Of Problem: Loose screw on right side bed rail. https://www.ebiotrack.com/workorder.php?wo=70155

Timeline

📞
Case Linked Dec 3, 5:58 PM
Case Number: 00548648
Subject: Work order
Status: Closed
📋
▶
2 Work Order Created Dec 4, 5:46 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 Status: Assigned Dec 5, 9:10 AM
Status: Assigned → Technician Assigned → Status: Scheduled → Dispatch Scheduled
👷
Technician Assigned by Kaitlyn Kelch
Technician: Anthony Wirth
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Assigned
To: Scheduled
Duration in Previous: 3m
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-12-12T15:00:00.000+0000
⏳ 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
⏱️
2x Labor Added Dec 11, 8:12 PM
Type: Labor, Travel
Status: Open
Qty: 1, 48
⏱️
Labor Added Dec 11, 8:17 PM
Type: Labor
Status: Open
Qty: 0.5
⚠️
Status: Incomplete by Anthony Wirth Dec 11, 8:34 PM
From: Completed, Scheduled
To: Incomplete, Completed
Duration in Previous: 6d 11h, 0m
🚨 17.4 business days
🔍
▶
3 Status: L2 Screening Jan 7, 3:41 PM
Status: L2 Screening → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00087804
Status: Closed
📦
Status: Awaiting Parts by Keith Weiss
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 3m
🚨 16.0 business days
🔩
▶
2 2x Parts Added Jan 29, 1:32 PM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Keith Fricke
From: Awaiting Parts
To: Reschedule
Duration in Previous: 21d 21h
⏳ 3.0 business days
🗓️
▶
2 Status: Scheduled Feb 2, 9:01 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-02-05T20:30:00.000+0000
⏳ 4.0 business days
⏱️
3x Labor Added Feb 5, 9:16 PM
Type: Labor, Travel
Status: Open
Qty: 0.75, 1.25, 28
✔️
▶
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
📄
▶
2 Status: Ready to Bill Feb 10, 11:11 AM
Status: Ready to Bill → Status: Invoiced
💰
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 1.2 business hours
Completed
Duration: 5.2 business days (threshold: 1.0 business days)
Exceeded by 4.2 business days
Awaiting Parts
Duration: 15.4 business days (threshold: 3.0 business days)
Exceeded by 12.4 business days
Reschedule
Duration: 2.7 business days (threshold: 2.0 business days)
Exceeded by 5.5 business hours
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 00087804
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, 5:46 PM
Invoice #
SM-253472

Work Details (8)

Name Type Status Qty Amount Date
WL-03035041 Labor Open 1 $65.00 Dec 11, 8:12 PM
WL-03035043 Travel Open 48 - Dec 11, 8:12 PM
WL-03035053 Labor Open 0.5 $72.50 Dec 11, 8:17 PM
WL-03083401 Parts Open 1 $117.45 Jan 29, 1:32 PM
WL-03083402 Expenses Open 1 $61.26 Jan 29, 1:32 PM
WL-03094344 Labor Open 0.75 $108.75 Feb 5, 9:16 PM
WL-03094345 Labor Open 1.25 $65.00 Feb 5, 9:16 PM
WL-03094346 Travel Open 28 - Feb 5, 9:16 PM

Details