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WO-01338034 ↗ ServiceMax

Crossover Health Management Services • Misc. Inspection • P5

📍 Crossover Health - Cisco Building — 3571 N First St, San Jose CA, 95134

Jan 15, 2026 → Jan 29, 2026

✅ Completed
P5
SLA Clock
5 business days from creation · Target: Jan 23, 2026
✗ SLA Missed (4 biz days late)
Active: 9 biz days
Budget: 5 biz days
🕐 Clock stopped: Completed (Jan 29, 2026)
SLA Target
▶ Clock Running
Status: Created
Jan 15 → Jan 15, 2026
0 business days (counted)
Running total: 0 of 5 biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 15 → Jan 15, 2026
0 business days (counted)
Running total: 0 of 5 biz days used
3d
▶ Clock Running
Status: Assigned
Jan 15 → Jan 21, 2026
3 business days (counted)
Running total: 3 of 5 biz days used
6d
▶ Clock Running
Status: Scheduled
Jan 21 → Jan 29, 2026
6 business days (counted)
Running total: 9 of 5 biz days used
▶ Clock Running
Status: Tech On Site
Jan 29 → Jan 29, 2026
0 business days (counted)
Running total: 9 of 5 biz days used
Created: Jan 15, 2026 Completed: Jan 29, 2026
Business Days Used 9 / 5
0 5d budget +4d over
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Jan 15 → Jan 15 Created ▶ Running 0 0 / 5
Jan 15 → Jan 15 Ready for Scheduling ▶ Running 0 0 / 5
Jan 15 → Jan 21 Assigned ▶ Running 3 3 / 5
Jan 21 → Jan 29 Scheduled ▶ Running 6 9 / 5
Jan 29 → Jan 29 Tech On Site ▶ Running 0 9 / 5
Dispatch 0.0d
Coordinators 11.0d
Field Work 0.7d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
11.0 days
Over SLA
Field Work
0.7 days
Billing
0.0 days
Created: Jan 15, 2026 Due: Jan 22, 2026 Completed: Jan 30, 2026 (7 days late)
📅
10.2 days Total Age
⏱️
7.0d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
10.3d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00559174
new equip? - Equipment needs to be calibrated, Cisco
Closed
Inspection: New Miscellaneous Equipment Inspection https://www.ebiotrack.com/inspection.php?iid=32496 These pieces of equipment need to be calibrated: Baxter Welch Allyn Connex Spot Monitor(2) Serial #SN(21)100033344021 Serial#SN(21)100005503825. -Centrifuge - Drucker Diagnostics Model 642E. Address:3571 N First St, San Jose, CA 95134.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Edgar Chavez
Owner
Leona Coonrod
Created
Jan 14, 2026
Work Orders from this Case (1)
WO-01338034 (current) Invoiced
Misc. Inspection • Angel Rios
Created: Jan 15, 2026 • Closed: Jan 29, 2026
Completed with significant delays
Invoiced • 48 days old
🚨
Primary Delay 7.0 days stuck in "Scheduled"
⏱️
Total Delay 10.3 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
3.8d / 0.5d SLA
Scheduled
7.0d / 2.0d SLA
Tech On Site
0.3d / 1.0d SLA
Completed
0.4d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1-21 Mburris CB Vmail from POC Ed to set 1-29 said this was best date for site

1-20 Mburris called POC mailbox full couldn't LM / email sent to POC

🔧 Work Performed
Inspected the units, verified calibration, and added all 6 units to the asset list in eBioTrack.
🔍 Technician Findings
inspect and check for calibration for 6 pieces of equipment.
⚠️ Problem Description
Inspection: New Miscellaneous Equipment Inspection https://www.ebiotrack.com/inspection.php?iid=32496 These pieces of equipment need to be calibrated: Baxter Welch Allyn Connex Spot Monitor(2) Serial #SN(21)100033344021 Serial#SN(21)100005503825. -Centrifuge - Drucker Diagnostics Model 642E. Address:3571 N First St, San Jose, CA 95134.

Timeline

📞
Case Linked Jan 14, 4:46 PM
Case Number: 00559174
Subject: new equip? - Equipment needs to be calibrated, Cisco
Status: Closed
📋
2 Work Order Created Jan 15, 11:08 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Leona Coonrod
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
2 Status: Assigned Jan 15, 12:38 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Michael Burris
Technician: Angel Rios
4.0 business days
🗓️
2 Status: Scheduled Jan 21, 9:26 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-01-29T19:00:00.000+0000
⚠️ 7.0 business days
⏱️
2x Labor Added Jan 29, 2:38 PM
Type: Labor, Travel
Status: Open
Qty: 3, 103
🔧
Status: Tech On Site by Angel Rios Jan 29, 2:45 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 8d 5h
✔️
Status: Completed by Angel Rios Jan 29, 5:19 PM
From: Tech On Site
To: Completed
Duration in Previous: 2h 34m
⏱️
2 Labor Added Jan 29, 8:31 PM
Labor Added → Status: Closed
🏁
Status: Closed by Angel Rios
From: Completed
To: Closed
Duration in Previous: 3h 12m
3.4 business days
📄
3 Status: Ready to Bill Feb 3, 2:49 PM
Status: Ready to Bill → Invoice Created → Status: Invoiced
🧾
Invoice Created
Invoice Number: SM-252921
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m

Bottlenecks

Assigned
Duration: 3.8 business days (threshold: 4.0 business hours)
Exceeded by 3.3 business days
Scheduled
Duration: 7.0 business days (threshold: 2.0 business days)
Exceeded by 5.0 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00559174
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P5
Type
Misc. Inspection
Branch
N/A
Technician
Angel Rios
Scheduled
Jan 29, 2:00 PM
Created
Jan 15, 11:08 AM
Invoice #
SM-252921

Work Details (3)

Name Type Status Qty Amount Date
WL-03083515 Labor Open 3 $357.00 Jan 29, 2:38 PM
WL-03083516 Travel Open 103 - Jan 29, 2:38 PM
WL-03084190 Labor Open 2.5 $297.50 Jan 29, 8:31 PM

Details