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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01328693 ↗ ServiceMax

HCA Urgent Care • Inspection • PSM

📍 CareNow - North Zaragoza — 1801 N Zaragoza Road, Suite A, El Paso TX, 79936

Jan 2, 2026 → Feb 7, 2026

✅ Completed
PSM
SLA Clock
Last business day of January 2026 · Target: Jan 30, 2026
✗ SLA Missed (4 biz days late)
Active: 24 biz days
🕐 Clock stopped: Tech Off Site (Feb 6, 2026)
▶ Clock Running
Status: Created
Jan 2 → Jan 2, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 2 → Jan 2, 2026
0 business days (counted)
Running total: 0 of ? biz days used
1d
▶ Clock Running
Status: Assigned
Jan 2 → Jan 5, 2026
1 business day (counted)
Running total: 1 of ? biz days used
9d
▶ Clock Running
Status: Scheduled
Jan 5 → Jan 16, 2026
9 business days (counted)
Running total: 10 of ? biz days used
▶ Clock Running
Status: Entered
Jan 16 → Jan 16, 2026
0 business days (counted)
Running total: 10 of ? biz days used
▶ Clock Running
Status: Assigned
Jan 16 → Jan 16, 2026
0 business days (counted)
Running total: 10 of ? biz days used
5d
▶ Clock Running
Status: Scheduled
Jan 16 → Jan 26, 2026
5 business days (counted)
Running total: 15 of ? biz days used
▶ Clock Running
Status: Entered
Jan 26 → Jan 26, 2026
0 business days (counted)
Running total: 15 of ? biz days used
▶ Clock Running
Status: Assigned
Jan 26 → Jan 26, 2026
0 business days (counted)
Running total: 15 of ? biz days used
9d
▶ Clock Running
Status: Scheduled
Jan 26 → Feb 6, 2026
9 business days (counted)
Running total: 24 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 6 → Feb 6, 2026
0 business days (counted)
Running total: 24 of ? biz days used
Created: Jan 2, 2026 Tech Off Site: Feb 6, 2026
Show SLA Clock Detail (11 periods)
Period Status Clock Biz Days Running Total
Jan 2 → Jan 2 Created ▶ Running 0 0
Jan 2 → Jan 2 Ready for Scheduling ▶ Running 0 0
Jan 2 → Jan 5 Assigned ▶ Running 1 1
Jan 5 → Jan 16 Scheduled ▶ Running 9 10
Jan 16 → Jan 16 Entered ▶ Running 0 10
Jan 16 → Jan 16 Assigned ▶ Running 0 10
Jan 16 → Jan 26 Scheduled ▶ Running 5 15
Jan 26 → Jan 26 Entered ▶ Running 0 15
Jan 26 → Jan 26 Assigned ▶ Running 0 15
Jan 26 → Feb 6 Scheduled ▶ Running 9 24
Feb 6 → Feb 6 Tech On Site ▶ Running 0 24
Dispatch 0.0d
Coordinators 27.5d
Field Work 0.8d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
27.5 days
Over SLA
Field Work
0.8 days
Created: Jan 2, 2026 Due: Feb 27, 2026 Completed: Feb 7, 2026 (20 days early)
📅
25.0 days Total Age
⏱️
10.0d in Scheduled Longest Stage
🔄
9 transitions Status Changes
⚠️
23.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
15 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
👤 Self-scheduled by Arturo Diaz — scheduling delays attributed to technician, not coordinators
Visit 1 Feb 6, 2026
Visit 2 Feb 7, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00555474
eBiotrack - Automated New Inspection Created
Closed
Inspection: Annual Equipment Electrical Safety Test And Calibration Service 43 pieces https://www.ebiotrack.com/inspection.php?iid=32265
Priority
High
Origin
Email
Reason
New Case
Contact
Luis Barraza-diaz
Owner
Leona Coonrod
Created
Jan 1, 2026
Work Orders from this Case (1)
WO-01328693 (current) Invoiced
Inspection • Arturo Diaz
Created: Jan 2, 2026 • Closed: Feb 7, 2026
Completed with significant delays
Invoiced • 61 days old
🚨
Primary Delay 10.0 days stuck in "Scheduled"
⏱️
Total Delay 23.0 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
0.0d / 1.0d SLA
Assigned
2.0d / 0.5d SLA
Scheduled
25.5d / 2.0d SLA
Tech On Site
0.5d / 1.0d SLA
Tech Off Site
0.3d / 2.0d SLA
Closed
3.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1/5 KKelch called Luis to schedule for 2/6 between 9 and 11 am. Customer confirmed. 

🔧 Work Performed
- Inspected equipment found in every exam room - inspected equipment found in labs - inspected equipment found in nurse stations - inspected equipment found in hallways - inquired of staff where any other equipment might be found - confirmed with staff that all equipment that is in use has been inspected - informed staff if any equipment is later found, or pulled from storage, or received from another location, it will require a miscellaneous equipment inspection on a new work order
🔍 Technician Findings
Normal equipment comditions
⚠️ Problem Description
Inspection: Annual Equipment Electrical Safety Test And Calibration Service 43 pieces https://www.ebiotrack.com/inspection.php?iid=32265

Timeline

📞
Case Linked Jan 1, 6:00 AM
Case Number: 00555474
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
⏳ 1.0 business days
📋
▶
4 Work Order Created Jan 2, 8:58 AM
Work Order Created → Status: Ready for Scheduling → Technician Assigned → Status: Assigned
📅
Status: Ready for Scheduling by Leona Coonrod
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
Technician Assigned by Kaitlyn Kelch
Technician: Michael Morris
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 3m
⏳ 2.0 business days
🗓️
▶
2 Status: Scheduled Jan 5, 12:14 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-01-09T16:00:00.000+0000, 2026-02-06T16:00:00.000+0000
🚨 10.0 business days
🆕
▶
3 Status: Entered Jan 16, 1:47 PM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kaitlyn Kelch
Technician: a0h8Y00000JTCJcQAP, Tyler Bollman
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-02-06T15:00:00.000+0000
⚠️ 6.0 business days
🆕
▶
3 Status: Entered Jan 26, 11:03 AM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kaitlyn Kelch
Technician: Arturo Diaz
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-02-06T15:00:00.000+0000
🚨 10.0 business days
🔧
Status: Tech On Site by Arturo Diaz Feb 6, 12:31 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 11d 1h
⏱️
4x Labor Added Feb 6, 12:36 PM
Type: Labor, Travel, Expenses
Status: Open
Qty: 0.5, 15
💵
6x Expenses Added Feb 6, 12:46 PM
Type: Expenses
Status: Open
Qty: 1
⏱️
2x Labor Added Feb 6, 1:59 PM
Type: Labor
Status: Open
Qty: 2, 0.5
💵
Expenses Added Feb 6, 4:42 PM
Type: Expenses
Status: Open
Qty: 1
🚗
Status: Tech Off Site by Arturo Diaz Feb 6, 4:47 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 4h 16m
⏱️
Labor Added Feb 7, 1:37 AM
Type: Labor
Status: Open
Qty: 8.9833333333333
⏱️
▶
2 Labor Added Feb 7, 2:48 AM
Labor Added → Status: Completed
✔️
Status: Completed by Arturo Diaz
From: Tech Off Site, Completed
To: Completed, Closed
Duration in Previous: 10h 2m, 0m
⏳ 3.0 business days
📄
▶
2 Status: Ready to Bill Feb 11, 10:10 AM
Status: Ready to Bill → Invoice Created
🧾
Invoice Created
Invoice Number: SM-253563

Bottlenecks

Assigned
Duration: 2.0 business days (threshold: 4.0 business hours)
Exceeded by 1.5 business days
Scheduled
Duration: 9.8 business days (threshold: 2.0 business days)
Exceeded by 7.8 business days
Scheduled
Duration: 5.6 business days (threshold: 2.0 business days)
Exceeded by 3.6 business days
Scheduled
Duration: 10.0 business days (threshold: 2.0 business days)
Exceeded by 8.0 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00555474
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Arturo Diaz
Scheduled
Feb 6, 10:00 AM
Created
Jan 2, 8:58 AM
Invoice #
SM-253563

Work Details (15)

Name Type Status Qty Amount Date
WL-03095269 Labor Open 0.5 $0.00 Feb 6, 12:36 PM
WL-03095270 Travel Open 15 - Feb 6, 12:36 PM
WL-03095271 Travel Open 15 - Feb 6, 12:36 PM
WL-03095272 Expenses Open 1 $0.00 Feb 6, 12:36 PM
WL-03095282 Expenses Open 1 $0.00 Feb 6, 12:46 PM
WL-03095283 Expenses Open 1 $0.00 Feb 6, 12:46 PM
WL-03095284 Expenses Open 1 $0.00 Feb 6, 12:46 PM
WL-03095285 Expenses Open 1 $0.00 Feb 6, 12:46 PM
WL-03095286 Expenses Open 1 $0.00 Feb 6, 12:46 PM
WL-03095287 Expenses Open 1 $0.00 Feb 6, 12:46 PM
WL-03095443 Labor Open 2 $902.60 Feb 6, 1:59 PM
WL-03095444 Labor Open 0.5 $0.00 Feb 6, 1:59 PM
WL-03095824 Expenses Open 1 $0.00 Feb 6, 4:42 PM
WL-03096488 Labor Open 8.9833333333333 $0.00 Feb 7, 1:37 AM
WL-03096489 Labor Open 2 $0.00 Feb 7, 2:48 AM

Details