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WO-01329480 ↗ ServiceMax

TEXAS MEDICAL SCREENING • Repair • P4

📍 Kettle Moraine YMCA - West Bend — 705 Village Green Way, West Bend WI, 53090

Jan 5, 2026 → Jan 8, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Jan 9, 2026
✓ SLA Met (1 biz days early)
Active: 2 biz days
Paused: 1 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Jan 8, 2026)
SLA Target
▶ Clock Running
Status: Created
Jan 5 → Jan 5, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: L2 Screening
Jan 5 → Jan 5, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
⏸1d
⏸ Clock Paused
Status: Awaiting Parts
Jan 5 → Jan 6, 2026
1 business day (not counted)
▶ Clock Running
Status: Ready for Scheduling
Jan 6 → Jan 6, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Jan 6 → Jan 6, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
2d
▶ Clock Running
Status: Scheduled
Jan 6 → Jan 8, 2026
2 business days (counted)
Running total: 2 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Jan 8 → Jan 8, 2026
0 business days (counted)
Running total: 2 of 4 biz days used
Created: Jan 5, 2026 Completed: Jan 8, 2026
Business Days Used 2 / 4
0 4d budget
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Jan 5 → Jan 5 Created ▶ Running 0 0 / 4
Jan 5 → Jan 5 L2 Screening ▶ Running 0 0 / 4
Jan 5 → Jan 6 Awaiting Parts ⏸ Paused 1 —
Jan 6 → Jan 6 Ready for Scheduling ▶ Running 0 0 / 4
Jan 6 → Jan 6 Assigned ▶ Running 0 0 / 4
Jan 6 → Jan 8 Scheduled ▶ Running 2 2 / 4
Jan 8 → Jan 8 Tech On Site ▶ Running 0 2 / 4
Dispatch 0.1d
Material Management 1.0d
Coordinators 3.2d
Field Work 0.6d
Billing 0.6d
✓ SLA Met
Dispatch
0.1 days
Material Management
1.0 days
Coordinators
3.2 days
Over SLA
Field Work
0.6 days
Billing
0.6 days
Created: Jan 5, 2026 Due: Jan 9, 2026 Completed: Jan 8, 2026 (1 days early)
📅
3.2 days Total Age
⏱️
2.5d in Scheduled Longest Stage
🔄
9 transitions Status Changes
⚠️
0.5d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
8 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00556117
Kettle Moraine Service Visit
Closed
It was serviced on 12/17, and the l-assembly was replaced. The kiosk has once again become not operational
Priority
Standard
Origin
Email
Reason
New Case
Contact
Ashley Reynolds
Owner
Jessica Sells
Created
Jan 5, 2026
Work Orders from this Case (1)
WO-01329480 (current) Invoiced
Repair • Mike Huffman
Created: Jan 5, 2026 • Closed: Jan 8, 2026
Completed with minor delays
Invoiced • 58 days old
🚨
Primary Delay 2.5 days stuck in "Scheduled"
⏱️
Total Delay 0.5 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
L2 Screening
0.1d / 1.0d SLA
Awaiting Parts
1.0d / 3.0d SLA
Ready for Scheduling
0.6d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
2.5d / 2.0d SLA
Tech On Site
0.6d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
0.6d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1.9.26 hshaw - missing Cust Print Name on FSR form

1/6/26 RBerry- Chattered MM asking to make sure parts go to techs hotel. Also updated address in PO.


1/6/26 RBerry- Called site to ask if parts can be delivered to the site. No answer. Will have parts shipped to tech hotel. 


1/6/26 RBerry- Per LYoder, give to MHuffman for 1/8/26.


1/5/2026jsells

It was serviced on 12/17, and the l-assembly was replaced. The kiosk has once again become not operational

🔧 Work Performed
1/8/2026 Mike Huffman. Replaced the Service Pod, cuff and ac power source. Tested my blood pressure and the stop button. Completed the Field Service Report and obtained customer signature. Went to UPS store and returned used equipment.
🔍 Technician Findings
Unit is unplugged.
⚠️ Problem Description
Tech will be shipped replacement pod and cuff and power cord kit to replace on unit. There is a mandatory 4 business days in which to complete this work. If you have questions or require technical support during the service, call 931-284-4999 and follow the prompts to reach the EMSAR Level II Support team for assistance (Support Hours are Monday-Friday from 8:00 AM EST until 8:00 PM EST). Provide the team member with the Work Order number, location, and problem description. **ALL NON-EMSAR TECHNICIANS: You must check in from the location as soon as you arrive onsite and before you begin working on the kiosk. Call 931-284-4999 and follow the prompts. If there are any questions about the service expectations, use this opportunity to ask the Level II Support team.**
📄 Description
Model 300 with Backboard

Timeline

📞
Case Linked Jan 5, 2:36 PM
Case Number: 00556117
Subject: Kettle Moraine Service Visit
Status: Closed
📋
▶
2 Work Order Created Jan 5, 5:33 PM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Jessica Sells
From: Entered
To: L2 Screening
Duration in Previous: 1m
📦
▶
2 Parts Requested Jan 5, 6:37 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Emmanuel Morales
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 1h 3m
📅
Status: Ready for Scheduling by Robert Cox Jan 6, 9:42 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 15h 4m
👷
▶
4 Status: Assigned Jan 6, 2:46 PM
Status: Assigned → Technician Assigned → Dispatch Scheduled → Status: Scheduled
👷
Technician Assigned by Rhea Berry
Technician: Mike Huffman
📅
Dispatch Scheduled by Rhea Berry
Scheduled For: 2026-01-08T20:00:00.000+0000
🗓️
Status: Scheduled by Rhea Berry
From: Assigned
To: Scheduled
Duration in Previous: 2m
📦
▶
2 Parts Requested Jan 6, 3:30 PM
Parts Requested → 3x Parts Added
🔩
3x Parts Added
Type: Parts, Expenses
Status: Open
Qty: 1
⏳ 3.0 business days
🔧
Status: Tech On Site by MICHAEL HUFFMAN Jan 8, 1:58 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 23h
⏱️
3x Labor Added Jan 8, 2:25 PM
Type: Labor, Travel
Status: Open
Qty: 1, 39
⏱️
▶
2 2x Labor Added Jan 8, 6:52 PM
2x Labor Added → Status: Completed
✔️
Status: Completed by MICHAEL HUFFMAN
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 4h 54m, 0m
📄
Status: Ready to Bill by Hannah Shaw Jan 9, 12:47 PM
From: Closed
To: Ready to Bill
Duration in Previous: 17h 53m
📨
Status: Invoice Pending by Hannah Shaw Jan 9, 5:28 PM
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 4h 40m
⏳ 1.8 business days
🧾
Invoice Created Jan 12, 1:55 PM
Invoice Number: SM-250943

Bottlenecks

Scheduled
Duration: 2.5 business days (threshold: 2.0 business days)
Exceeded by 4.2 business hours
Closed
Duration: 1.0 business days (threshold: 1.0 business days)
Exceeded by 0.1 business hours

🔗 Related Artifacts

📞
Case 00556117
Closed
📦
Parts Order 00087654
Closed
📦
Parts Order 00087712
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Mike Huffman
Scheduled
Jan 8, 3:00 PM
Created
Jan 5, 5:33 PM
Invoice #
SM-250943

Work Details (8)

Name Type Status Qty Amount Date
WL-03055074 Parts Open 1 $0.00 Jan 6, 3:30 PM
WL-03055075 Parts Open 1 $0.00 Jan 6, 3:30 PM
WL-03055076 Expenses Open 1 $0.00 Jan 6, 3:30 PM
WL-03057720 Labor Open 1 $0.00 Jan 8, 2:25 PM
WL-03057721 Labor Open 1 $0.00 Jan 8, 2:25 PM
WL-03057722 Travel Open 39 $0.00 Jan 8, 2:25 PM
WL-03058334 Labor Open 3 $0.00 Jan 8, 6:52 PM
WL-03058335 Travel Open 148 $0.00 Jan 8, 6:52 PM

Details