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WO-01318867 ↗ 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 → Dec 11, 2025

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Dec 9, 2025
✗ SLA Missed (3 biz days late)
Active: 6 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Dec 12, 2025)
SLA Target
▶ Clock Running
Status: Created
Dec 4 → Dec 4, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
1d
▶ 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
Created: Dec 4, 2025 Completed: Dec 12, 2025
Business Days Used 6 / 3
0 3d budget +3d over
Show SLA Clock Detail (4 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
Dispatch 0.0d
Coordinators 6.4d
Field Work 0.0d
Billing 4.3d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
6.4 days
Over SLA
Field Work
0.0 days
Billing
4.3 days
Over SLA
Created: Dec 4, 2025 Due: Dec 9, 2025 Completed: Dec 12, 2025 (2 days late)
📅
5.4 days Total Age
⏱️
5.2d in Scheduled Longest Stage
🔄
7 transitions Status Changes
⚠️
8.7d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
1 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

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 Invoiced
Repair • Anthony Wirth
Created: Dec 4, 2025 • Closed: Feb 5, 2026
WO-01318867 (current) Invoiced
Repair • Anthony Wirth
Created: Dec 4, 2025 • Closed: Dec 11, 2025
Completed with minor delays
Invoiced • 90 days old
🚨
Primary Delay 5.2 days stuck in "Scheduled"
⏱️
Total Delay 8.7 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
1.1d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
5.2d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Ready to Bill
4.3d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

Travel on separate WO

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

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 found that the unit side rail is just hard to use. Trained one of the tech there so they can show everyone else how to do it.
🔍 Technician Findings
Found no issues the rail is just hard to use for one person
⚠️ Problem Description
Patient Name: Robert Morrison Building: Home 673 Room Number: 124 Model #: B310-BRMU SN: TMU150100060 Brief Description Of Problem: Headboard falling apart, broken rails. https://www.ebiotrack.com/workorder.php?wo=70156

Timeline

📞
Case Linked Dec 3, 5:58 PM
Case Number: 00548648
Subject: Work order
Status: Closed
📋
▶
2 Work Order Created Dec 4, 5:47 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 → Status: Scheduled → Dispatch Scheduled
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 15h 22m
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Assigned
To: Scheduled
Duration in Previous: 2m
📅
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
⏱️
Labor Added Dec 11, 8:12 PM
Type: Labor
Status: Open
Qty: 1
✔️
▶
2 Status: Completed Dec 11, 8:34 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Anthony Wirth
From: Completed
To: Closed
Duration in Previous: 3m
⏳ 3.4 business days
📄
Status: Ready to Bill by Diane Patton Dec 16, 4:16 PM
From: Closed
To: Ready to Bill
Duration in Previous: 4d 19h
⏳ 5.0 business days
📨
Status: Invoice Pending by Diane Patton Dec 22, 2:49 PM
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 5d 22h, 0m
🚨 47.0 business days
🧾
Invoice Created Mar 2, 12:45 PM
Invoice Number: SM-249766

Bottlenecks

Ready for Scheduling
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 1.2 business hours
Scheduled
Duration: 5.2 business days (threshold: 2.0 business days)
Exceeded by 3.2 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Ready to Bill
Duration: 4.3 business days (threshold: 1.0 business days)
Exceeded by 3.3 business days

🔗 Related Artifacts

📞
Case 00548648
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Repair
Branch
N/A
Technician
Anthony Wirth
Scheduled
Dec 11, 10:00 AM
Created
Dec 4, 5:47 PM
Invoice #
SM-249766

Work Details (1)

Name Type Status Qty Amount Date
WL-03035044 Labor Open 1 $145.00 Dec 11, 8:12 PM

Details