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WO-01324308 ↗ ServiceMax

Crossover Health Management Services • Virtual Tech - Field Repair • P3

📍 Crossover Health at Bellevue — 188 106th Ave NE Ste 402, Bellevue WA, 98004

Dec 8, 2025 → Feb 11, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Dec 11, 2025
✗ SLA Missed
Active: 3 biz days
Paused: 42 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Feb 12, 2026)
SLA Target
▶ Clock Running
Status: Created
Dec 8 → Dec 8, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
⏸42d
⏸ Clock Paused
Status: Awaiting Parts
Dec 8 → Feb 9, 2026
42 business days (not counted)
▶ Clock Running
Status: Reschedule
Feb 9 → Feb 10, 2026
1 business day (counted)
Running total: 1 of 3 biz days used
▶ Clock Running
Status: Assigned
Feb 10 → Feb 10, 2026
0 business days (counted)
Running total: 1 of 3 biz days used
▶ Clock Running
Status: Scheduled
Feb 10 → Feb 11, 2026
1 business day (counted)
Running total: 2 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Feb 11 → Feb 12, 2026
1 business day (counted)
Running total: 3 of 3 biz days used
Created: Dec 8, 2025 Completed: Feb 12, 2026
Business Days Used 3 / 3
0 3d budget
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Dec 8 → Dec 8 Created ▶ Running 0 0 / 3
Dec 8 → Feb 9 Awaiting Parts ⏸ Paused 42 —
Feb 9 → Feb 10 Reschedule ▶ Running 1 1 / 3
Feb 10 → Feb 10 Assigned ▶ Running 0 1 / 3
Feb 10 → Feb 11 Scheduled ▶ Running 1 2 / 3
Feb 11 → Feb 12 Tech On Site ▶ Running 1 3 / 3
Dispatch 0.0d
Material Management 42.8d
Coordinators 3.5d
Field Work 0.6d
Billing 11.7d
✗ SLA Missed
Dispatch
0.0 days
Material Management
42.8 days
Over SLA
Coordinators
3.5 days
Field Work
0.6 days
Billing
11.7 days
Over SLA
Created: Dec 8, 2025 Due: Feb 11, 2026 Completed: Feb 12, 2026 (on time)
📅
45.2 days Total Age
⏱️
42.8d in Awaiting Parts Longest Stage
🔄
12 transitions Status Changes
⚠️
49.4d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
10 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00549744
Paper holder for exam table has broken off, Crossover Health-Bellevue
Closed
Clinic is reporting the paper holder for the exam table has broken off. Can we have someone out to replace it? Midmark 626 Serial Number: V2483699
Priority
Standard
Origin
Email
Reason
New Case
Contact
Edgar Chavez
Owner
Virtual Tech
Created
Dec 8, 2025
Work Orders from this Case (1)
WO-01324308 (current) Invoiced
Virtual Tech - Field Repair • Tim Holman
Created: Dec 8, 2025 • Closed: Feb 11, 2026
Completed with significant delays
Invoiced • 86 days old
🚨
Primary Delay 42.8 days stuck in "Awaiting Parts"
⏱️
Total Delay 49.4 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
Awaiting Parts
42.8d / 3.0d SLA
Reschedule
1.5d / 2.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
2.0d / 2.0d SLA
Tech On Site
0.6d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Billing Review
4.0d / 2.0d SLA
Ready to Bill
7.6d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2-10 Mburris spoke with Edgar set 2-11 3:30pm

02/09/2026 JRolston - Part shows delivered on 1/23 on UPS wb 1ZE444250370431722. 


02/04/2026 Emartin

Order No: 752942


Customer PO No: PO016094


Customer: EMSAR Inc




  


Ship To Name: Crossover Health at Bellevue


Ship To Address: 188 106th Ave NE Ste 402    


Ship To City/State: Bellevue, WA 98004


Waybill (Tracking #): 1ZE444250170591134


Carrier: UPS-Air-Next Day Air


  


The following items have shipped from Midmark Corporation on: 03-FEB-2026


  


LINE NO: 1.1 QTY: 1 ITEM: CHRG-FRT SERIAL #: DESCRIPTION: FREIGHT


LINE NO: 2.1 QTY: 1 ITEM: 053-2652-00-813 SERIAL #: DESCRIPTION: MIDMARK UPH, PAPER ROLL HOLDER


01/16/2026 SRobinson- Order No: 748773


Customer PO No: PO015853


Customer: EMSAR Inc


Ship To Name: Crossover Health at Bellevue


Ship To Address: 188 106th Ave NE Ste 402    


Ship To City/State: Bellevue, WA 98004


Waybill (Tracking #): 1ZE444250370431722


Carrier: UPS-Parcel-Ground


The following items have shipped from Midmark Corporation on: 16-JAN-2026


LINE NO: 1.1 QTY: 1 ITEM: 9A423001 SERIAL #: DESCRIPTION: PAPER ROLL HOLDER, PODIATRY


LINE NO: 2.1 QTY: 1 ITEM: CHRG-FRT SERIAL #: DESCRIPTION: FREIGHT

🔧 Work Performed
replace paper holder., show staff results. Chair returned to service.
🔍 Technician Findings
replace paper holder
⚠️ Problem Description
Clinic is reporting the paper holder for the exam table has broken off. Can we have someone out to replace it? Midmark 626 Serial Number: V2483699 https://www.ebiotrack.com/workorder.php?wo=70206

Timeline

📞
Case Linked Dec 8, 12:30 PM
Case Number: 00549744
Subject: Paper holder for exam table has broken off, Crossover Health-Bellevue
Status: Closed
📋
▶
3 Work Order Created Dec 8, 12:43 PM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00086413
Status: Closed
📦
Status: Awaiting Parts by Wendy Argueta
From: Entered
To: Awaiting Parts
Duration in Previous: 0m
🚨 38.0 business days
📦
Parts Requested Feb 2, 2:41 PM
Order: 00089525
Status: Closed
⏳ 4.0 business days
🔩
2x Parts Added Feb 5, 6:57 PM
Type: Parts, Expenses
Status: Open
Qty: 1
⏳ 2.6 business days
🔩
▶
2 2x Parts Added Feb 9, 3:13 PM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by John Rolston
From: Awaiting Parts
To: Reschedule
Duration in Previous: 63d 2h
👷
▶
2 Technician Assigned Feb 10, 10:12 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Reschedule
To: Assigned
Duration in Previous: 18h 58m
🗓️
▶
2 Status: Scheduled Feb 10, 10:22 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-02-11T23:00:00.000+0000
⏳ 2.0 business days
🔧
Status: Tech On Site by Tim Holman Feb 11, 5:47 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 7h
⏱️
6x Labor Added Feb 11, 6:08 PM
Type: Labor, Travel, Expenses
Status: Open
Qty: 2, 1, 15, 90
✔️
▶
2 Status: Completed Feb 11, 10:19 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Tim Holman
From: Completed
To: Closed
Duration in Previous: 1m
⏳ 2.2 business days
💵
Status: Billing Review by Diane Patton Feb 16, 4:23 PM
From: Closed
To: Billing Review
Duration in Previous: 4d 18h
⏳ 4.0 business days
📄
Status: Ready to Bill by Diane Patton Feb 20, 1:52 PM
From: Billing Review
To: Ready to Bill
Duration in Previous: 3d 21h
⚠️ 8.0 business days
📨
▶
2 Status: Invoice Pending Mar 3, 2:41 PM
Status: Invoice Pending → Status: Invoice Pending
📨
Status: Invoice Pending by Diane Patton
From: Billing Review
To: Invoice Pending
Duration in Previous: 1m
💰
▶
2 Status: Invoiced Mar 3, 2:48 PM
Status: Invoiced → Invoice Created
🧾
Invoice Created
Invoice Number: SM-255486

Bottlenecks

Awaiting Parts
Duration: 42.8 business days (threshold: 3.0 business days)
Exceeded by 39.8 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Billing Review
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Ready to Bill
Duration: 7.6 business days (threshold: 1.0 business days)
Exceeded by 6.6 business days

🔗 Related Artifacts

📞
Case 00549744
Closed
📦
Parts Order 00086413
Closed
📦
Parts Order 00089525
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
N/A
Technician
Tim Holman
Scheduled
Feb 11, 6:00 PM
Created
Dec 8, 12:43 PM
Invoice #
SM-255486

Work Details (10)

Name Type Status Qty Amount Date
WL-03094124 Parts Open 1 $109.62 Feb 5, 6:57 PM
WL-03094125 Expenses Open 1 $46.32 Feb 5, 6:57 PM
WL-03097915 Parts Open 1 $0.00 Feb 9, 3:13 PM
WL-03097916 Expenses Open 1 $0.00 Feb 9, 3:13 PM
WL-03101762 Labor Open 2 $238.00 Feb 11, 6:08 PM
WL-03101763 Labor Open 1 $119.00 Feb 11, 6:08 PM
WL-03101764 Labor Open 1 $0.00 Feb 11, 6:08 PM
WL-03101765 Travel Open 15 - Feb 11, 6:08 PM
WL-03101766 Travel Open 90 - Feb 11, 6:08 PM
WL-03101767 Expenses Open 1 $0.00 Feb 11, 6:08 PM

Details