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WO-01328065 ↗ ServiceMax

Carelon • Virtual Tech - Field Repair • P3

📍 Carelon - CA-Downey Specialty — 10000 Lakewood Blvd., Downey CA, 90240-4020

Dec 24, 2025 → Dec 31, 2025

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Dec 30, 2025
✗ SLA Missed (1 biz days late)
Active: 4 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Dec 31, 2025)
SLA Target
▶ Clock Running
Status: Created
Dec 24 → Dec 24, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Ready for Scheduling
Dec 24 → Dec 24, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Assigned
Dec 24 → Dec 24, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Entered
Dec 24 → Dec 24, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
1d
▶ Clock Running
Status: Assigned
Dec 24 → Dec 26, 2025
1 business day (counted)
Running total: 1 of 3 biz days used
3d
▶ Clock Running
Status: Scheduled
Dec 26 → Dec 31, 2025
3 business days (counted)
Running total: 4 of 3 biz days used
Created: Dec 24, 2025 Completed: Dec 31, 2025
Business Days Used 4 / 3
0 3d budget +1d over
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Dec 24 → Dec 24 Created ▶ Running 0 0 / 3
Dec 24 → Dec 24 Ready for Scheduling ▶ Running 0 0 / 3
Dec 24 → Dec 24 Assigned ▶ Running 0 0 / 3
Dec 24 → Dec 24 Entered ▶ Running 0 0 / 3
Dec 24 → Dec 26 Assigned ▶ Running 1 1 / 3
Dec 26 → Dec 31 Scheduled ▶ Running 3 4 / 3
Dispatch 0.0d
Coordinators 5.5d
Billing 2.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
5.5 days
Over SLA
Billing
2.0 days
Created: Dec 24, 2025 Due: Dec 30, 2025 Completed: Dec 31, 2025 (on time)
📅
4.5 days Total Age
⏱️
4.0d in Scheduled Longest Stage
🔄
9 transitions Status Changes
⚠️
3.8d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
8 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00554130
L2 review - HCP
Closed
We need a Technician to come and check the scale 13202421. We checked the power supply already and the issue is with the scale. Site: Carelon - CA-Downey CoreCity: DowneyCity: CAModel: Health O Meter - 2600KLCity: 13202421
Priority
Standard
Origin
Email
Reason
New Case
Contact
Maria Cordova
Owner
Virtual Tech
Created
Dec 24, 2025
Work Orders from this Case (1)
WO-01328065 (current) Invoiced
Virtual Tech - Field Repair • Michael Russell
Created: Dec 24, 2025 • Closed: Dec 31, 2025
Completed with minor delays
Invoiced • 70 days old
🚨
Primary Delay 4.0 days stuck in "Scheduled"
⏱️
Total Delay 3.8 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
1.3d / 0.5d SLA
Scheduled
4.0d / 2.0d SLA
Closed
2.0d / 1.0d SLA
Billing Review
2.0d / 2.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1/2/26 DPatton - Are we able to bill 6 hour travel To Site or reduce to 3hrs ?

12-26 Mburris email from POC to set Maria

12-24 Mburris email sent to POC looking for 12-30

🔧 Work Performed
Tightened and secured the scale bar to resolve stability issues. Power supply was tested and confirmed to be operational. No further mechanical issues found at this time. Advised client that the unit is reaching its end-of-life cycle due to age; however, it is currently operational following adjustments
🔍 Technician Findings
scale handle was loose
⚠️ Problem Description
We need a Technician to come and check the scale 13202421. We checked the power supply already and the issue is with the scale. Site: Carelon - CA-Downey CoreCity: DowneyCity: CAModel: Health O Meter - 2600KLCity: 13202421 https://www.ebiotrack.com/workorder.php?wo=70567

Timeline

📞
Case Linked Dec 24, 12:13 PM
Case Number: 00554130
Subject: L2 review - HCP
Status: Closed
📋
▶
2 Work Order Created Dec 24, 2:55 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Derek Reynolds
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Technician Assigned Dec 24, 4:17 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1h 22m
🆕
▶
3 Status: Entered Dec 24, 4:26 PM
Status: Entered → Technician Assigned → Status: Assigned
👷
Technician Assigned by Michael Burris
Technician: a0hVU0000029HN3YAM, Michael Russell
👷
Status: Assigned by Michael Burris
From: Entered
To: Assigned
Duration in Previous: 1m
⏳ 1.9 business days
📅
▶
2 Dispatch Scheduled Dec 26, 9:35 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Michael Burris
From: Assigned
To: Scheduled
Duration in Previous: 1d 17h
⏳ 4.0 business days
⏱️
▶
2 8x Labor Added Dec 31, 10:20 AM
8x Labor Added → Status: Completed
✔️
Status: Completed by Michael Russell
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 5d 0h, 0m
⏳ 2.0 business days
💵
Status: Billing Review by Diane Patton Jan 2, 11:06 AM
From: Closed
To: Billing Review
Duration in Previous: 2d 0h
⏳ 2.0 business days
📄
▶
2 Status: Ready to Bill Jan 5, 10:24 AM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🚨 19.0 business days
🧾
Invoice Created Jan 30, 7:58 PM
Invoice Number: SM-250460

Bottlenecks

Assigned
Duration: 1.3 business days (threshold: 4.0 business hours)
Exceeded by 6.5 business hours
Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00554130
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
N/A
Technician
Michael Russell
Scheduled
Dec 30, 1:00 PM
Created
Dec 24, 2:55 PM
Invoice #
SM-250460

Work Details (8)

Name Type Status Qty Amount Date
WL-03051400 Labor Open 1 $149.00 Dec 31, 10:20 AM
WL-03051401 Labor Open 6 $447.00 Dec 31, 10:20 AM
WL-03051402 Labor Open 2 $0.00 Dec 31, 10:20 AM
WL-03051403 Travel Open 125 - Dec 31, 10:20 AM
WL-03051404 Travel Open 295 - Dec 31, 10:20 AM
WL-03051405 Expenses Open 1 $0.00 Dec 31, 10:20 AM
WL-03051406 Expenses Open 1 $0.00 Dec 31, 10:20 AM
WL-03051407 Expenses Open 1 $0.00 Dec 31, 10:20 AM

Details