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WO-01326688 ↗ ServiceMax

Crossover Health Management Services • Evaluation • P3

📍 Crossover Health - Life @ Wellness Center - MPK281 — 193 Jefferson Drive, Menlo Park CA, 94025

Dec 16, 2025 → Dec 19, 2025

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Dec 19, 2025
✗ SLA Missed
Active: 3 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Dec 19, 2025)
SLA Target
▶ Clock Running
Status: Created
Dec 16 → Dec 16, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Ready for Scheduling
Dec 16 → Dec 16, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Assigned
Dec 16 → Dec 16, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
2d
▶ Clock Running
Status: Scheduled
Dec 16 → Dec 18, 2025
2 business days (counted)
Running total: 2 of 3 biz days used
▶ Clock Running
Status: Entered
Dec 18 → Dec 18, 2025
0 business days (counted)
Running total: 2 of 3 biz days used
▶ Clock Running
Status: Assigned
Dec 18 → Dec 18, 2025
0 business days (counted)
Running total: 2 of 3 biz days used
1d
▶ Clock Running
Status: Scheduled
Dec 18 → Dec 19, 2025
1 business day (counted)
Running total: 3 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Dec 19 → Dec 19, 2025
0 business days (counted)
Running total: 3 of 3 biz days used
Created: Dec 16, 2025 Completed: Dec 19, 2025
Business Days Used 3 / 3
0 3d budget
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Dec 16 → Dec 16 Created ▶ Running 0 0 / 3
Dec 16 → Dec 16 Ready for Scheduling ▶ Running 0 0 / 3
Dec 16 → Dec 16 Assigned ▶ Running 0 0 / 3
Dec 16 → Dec 18 Scheduled ▶ Running 2 2 / 3
Dec 18 → Dec 18 Entered ▶ Running 0 2 / 3
Dec 18 → Dec 18 Assigned ▶ Running 0 2 / 3
Dec 18 → Dec 19 Scheduled ▶ Running 1 3 / 3
Dec 19 → Dec 19 Tech On Site ▶ Running 0 3 / 3
Dispatch 0.0d
Coordinators 4.5d
Field Work 0.5d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
4.5 days
Over SLA
Field Work
0.5 days
Billing
0.0 days
Created: Dec 16, 2025 Due: Dec 19, 2025 Completed: Dec 20, 2025 (on time)
📅
4.0 days Total Age
⏱️
3.0d in Scheduled Longest Stage
🔄
10 transitions Status Changes
⚠️
2.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00550605
L2 review - HCP
Closed
1 O 2 2x Evaluation WOs request for the below units. Repair WOs already created with part orders on them, but customer would like a tech to come onsite to evaluate units while waiting on parts. Room:Carla Espinosa Serial Number: v2213129 Midmark 626 Asset ID: 12977373 Table is not syncing to the remotes. They have tried unplugging the beds and syncing them but they are not working. Room:House Serial Number: v2213165 Midmark 626 Table is not syncing to the remotes. They have tried unplugging the beds and syncing them but they are not working. https://www.ebiotrack.com/workorder.php?wo=70392
Priority
High
Origin
Email
Reason
New Case
Contact
User Ferno
Owner
Kimberly Hardison
Created
Dec 10, 2025
Work Orders from this Case (2)
WO-01326688 (current) Invoiced
Evaluation • Angel Rios
Created: Dec 16, 2025 • Closed: Dec 19, 2025
WO-01326689 Invoiced
Evaluation • Angel Rios
Created: Dec 16, 2025 • Closed: Dec 19, 2025
Completed with minor delays
Invoiced • 78 days old
🚨
Primary Delay 3.0 days stuck in "Scheduled"
⏱️
Total Delay 2.0 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
0.2d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
4.4d / 2.0d SLA
Tech On Site
0.2d / 1.0d SLA
Completed
0.3d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12-16 Mburris called POC and set appt 12-19 10am ( Edgar Chavez )

🔧 Work Performed
Tested the handheld remote and confirmed it is defective and requires replacement. Contacted Midmark for the part number and was advised the correct replacement is P/N 002-10049-02. Point of contact (Aseel) indicated they had spare remotes available and provided one. The replacement remote was successfully synced to the exam chair. All functions were tested and are operating normally.
🔍 Technician Findings
Arrived on site and confirmed handheld remote for exam chair 626-003 with SN: V2213165 in room "House" is not operating properly. It's only responsive to raising the base function.
⚠️ Problem Description
1 O 2 2x Evaluation WOs request for the below units. Repair WOs already created with part orders on them, but customer would like a tech to come onsite to evaluate units while waiting on parts. Room:Carla Espinosa Serial Number: v2213129 Midmark 626 Asset ID: 12977373 Table is not syncing to the remotes. They have tried unplugging the beds and syncing them but they are not working. Room:House Serial Number: v2213165 Midmark 626 Table is not syncing to the remotes. They have tried unplugging the beds and syncing them but they are not working. https://www.ebiotrack.com/workorder.php?wo=70392

Timeline

📞
Case Linked Dec 10, 12:23 PM
Case Number: 00550605
Subject: L2 review - HCP
Status: Closed
⚠️ 5.0 business days
📋
▶
2 Work Order Created Dec 16, 8:39 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered
To: Ready for Scheduling
Duration in Previous: 1m
👷
▶
2 Technician Assigned Dec 16, 9:53 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1h 12m
🗓️
▶
2 Status: Scheduled Dec 16, 10:09 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-12-19T18:00:00.000+0000
⏳ 3.0 business days
🆕
▶
4 Status: Entered Dec 18, 4:09 PM
Status: Entered → Status: Assigned → Technician Assigned → Dispatch Scheduled
👷
Status: Assigned by Michael Burris
From: Entered, Assigned
To: Assigned, Scheduled
Duration in Previous: 1m, 0m
👷
Technician Assigned by Michael Burris
Technician: Angel Rios
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-12-19T18:00:00.000+0000
🔧
Status: Tech On Site by Angel Rios Dec 19, 2:58 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 22h 47m
⏱️
▶
2 3x Labor Added Dec 19, 4:10 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Angel Rios
From: Tech On Site
To: Completed
Duration in Previous: 1h 13m
⏱️
Labor Added Dec 19, 5:10 PM
Type: Labor
Status: Open
Qty: 3.25
⏱️
▶
2 Labor Added Dec 19, 9:03 PM
Labor Added → Status: Closed
🏁
Status: Closed by Angel Rios
From: Completed
To: Closed
Duration in Previous: 4h 52m
⏳ 2.4 business days
📄
▶
3 Status: Ready to Bill Dec 23, 2:51 PM
Status: Ready to Bill → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
🧾
Invoice Created
Invoice Number: SM-249854

Bottlenecks

Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00550605
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Evaluation
Branch
N/A
Technician
Angel Rios
Scheduled
Dec 19, 1:00 PM
Created
Dec 16, 8:39 AM
Invoice #
SM-249854

Work Details (5)

Name Type Status Qty Amount Date
WL-03043725 Labor Open 1.25 $148.75 Dec 19, 4:10 PM
WL-03043726 Travel Open 120 - Dec 19, 4:10 PM
WL-03043727 Travel Open 120 - Dec 19, 4:10 PM
WL-03043858 Labor Open 3.25 $386.75 Dec 19, 5:10 PM
WL-03044143 Labor Open 4 $0.00 Dec 19, 9:03 PM

Details