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WO-01338206 ↗ ServiceMax

CenterWell (Humana) • Misc. Inspection • P5

📍 Centerwell - Tidewater — 7525 Tidewater Dr. Suite 19, Norfolk VA, 23505

Jan 16, 2026 → Feb 9, 2026

✅ Completed
P5
SLA Clock
5 business days from creation · Target: Jan 26, 2026
✗ SLA Missed (10 biz days late)
Active: 15 biz days
Budget: 5 biz days
🕐 Clock stopped: Completed (Feb 9, 2026)
SLA Target
▶ Clock Running
Status: Created
Jan 16 → Jan 16, 2026
0 business days (counted)
Running total: 0 of 5 biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 16 → Jan 16, 2026
0 business days (counted)
Running total: 0 of 5 biz days used
2d
▶ Clock Running
Status: Assigned
Jan 16 → Jan 21, 2026
2 business days (counted)
Running total: 2 of 5 biz days used
13d
▶ Clock Running
Status: Scheduled
Jan 21 → Feb 9, 2026
13 business days (counted)
Running total: 15 of 5 biz days used
▶ Clock Running
Status: Tech On Site
Feb 9 → Feb 9, 2026
0 business days (counted)
Running total: 15 of 5 biz days used
▶ Clock Running
Status: Scheduled
Feb 9 → Feb 9, 2026
0 business days (counted)
Running total: 15 of 5 biz days used
▶ Clock Running
Status: Tech On Site
Feb 9 → Feb 9, 2026
0 business days (counted)
Running total: 15 of 5 biz days used
Created: Jan 16, 2026 Completed: Feb 9, 2026
Business Days Used 15 / 5
0 5d budget +10d over
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Jan 16 → Jan 16 Created ▶ Running 0 0 / 5
Jan 16 → Jan 16 Ready for Scheduling ▶ Running 0 0 / 5
Jan 16 → Jan 21 Assigned ▶ Running 2 2 / 5
Jan 21 → Feb 9 Scheduled ▶ Running 13 15 / 5
Feb 9 → Feb 9 Tech On Site ▶ Running 0 15 / 5
Feb 9 → Feb 9 Scheduled ▶ Running 0 15 / 5
Feb 9 → Feb 9 Tech On Site ▶ Running 0 15 / 5
Dispatch 0.0d
Coordinators 17.0d
Field Work 0.0d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
17.0 days
Over SLA
Field Work
0.0 days
Billing
0.0 days
Created: Jan 16, 2026 Due: Jan 23, 2026 Completed: Feb 9, 2026 (16 days late)
📅
16.0 days Total Age
⏱️
13.6d in Scheduled Longest Stage
🔄
9 transitions Status Changes
⚠️
15.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 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 Christopher Morning — scheduling delays attributed to technician, not coordinators
Visit 1 Feb 9, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00559541
RE: Tidewater Center
Closed
Inspection: New Miscellaneous Equipment Inspection https://www.ebiotrack.com/inspection.php?iid=32512 new Otoscope and Pulse Ox
Priority
Standard
Origin
Email
Reason
New Case
Contact
Shawn Buckon
Owner
Jessica Sells
Created
Jan 15, 2026
Work Orders from this Case (1)
WO-01338206 (current) Invoiced
Misc. Inspection • Christopher Morning
Created: Jan 16, 2026 • Closed: Feb 9, 2026
Completed with significant delays
Invoiced • 47 days old
🚨
Primary Delay 13.6 days stuck in "Scheduled"
⏱️
Total Delay 15.6 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
0.8d / 1.0d SLA
Assigned
2.4d / 0.5d SLA
Scheduled
13.8d / 2.0d SLA
Tech On Site
0.0d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1/30 MOwens Sent an email to Elizabeth asking to reschedule the visit for 2/9 instead of 2/2 because of winter snow storm

1/21 MOwens Elizabeth Steinbrueck replied back that Feb 2 with arrival between 11-12pm work for her. This is the first available opening to schedule the visit on the tech's calendar.

1/20 MOwens Sent email to Nyasia and Mindy asking for good date to schedule the visit.

1/16 MOwens Tired to call this number for Shawn Buckon. but the number was not correct.

🔧 Work Performed
2-9-26 CTM - Performed New Miscellaneous Equipment Inspection on new Otoscope and Pulse Ox .Total of 6 Pieces inspected. TESTED ALL PASS. Notified POC Dar Partin of completion.
🔍 Technician Findings
2-9-26 CTM - Perform New Miscellaneous Equipment Inspection on new Otoscope and Pulse Ox . Notify POC Dar Partin of completion .
⚠️ Problem Description
Inspection: New Miscellaneous Equipment Inspection https://www.ebiotrack.com/inspection.php?iid=32512 new Otoscope and Pulse Ox

Timeline

📞
Case Linked Jan 15, 3:30 PM
Case Number: 00559541
Subject: RE: Tidewater Center
Status: Closed
📋
▶
2 Work Order Created Jan 16, 9:08 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Technician Assigned Jan 16, 3:26 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 6h 17m
⏳ 3.0 business days
🗓️
▶
2 Status: Scheduled Jan 21, 1:54 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2026-02-02T16:00:00.000+0000
⚠️ 8.0 business days
📅
Dispatch Scheduled by Melissa Owens Jan 30, 10:05 AM
Scheduled For: 2026-02-09T16:00:00.000+0000
⚠️ 7.0 business days
🔧
Status: Tech On Site by Christopher Morning Feb 9, 9:28 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 18d 19h
📅
▶
2 Dispatch Scheduled Feb 9, 9:35 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Melissa Owens
From: Tech On Site
To: Scheduled
Duration in Previous: 7m
⏱️
2x Labor Added Feb 9, 9:40 AM
Type: Labor, Travel
Status: Open
Qty: 3.5, 189
🔧
▶
3 Status: Tech On Site Feb 9, 10:45 AM
Status: Tech On Site → Labor Added → Status: Completed
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 1.5
✔️
Status: Completed by Christopher Morning
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 1m, 0m
⏳ 3.0 business days
📄
▶
2 Status: Ready to Bill Feb 11, 1:45 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
⏳ 3.0 business days
🧾
Invoice Created Feb 13, 5:50 PM
Invoice Number: SM-253613

Bottlenecks

Assigned
Duration: 2.4 business days (threshold: 4.0 business hours)
Exceeded by 1.9 business days
Scheduled
Duration: 13.6 business days (threshold: 2.0 business days)
Exceeded by 11.6 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00559541
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P5
Type
Misc. Inspection
Branch
Edge
Technician
Christopher Morning
Scheduled
Feb 9, 9:30 AM
Created
Jan 16, 9:08 AM
Invoice #
SM-253613

Work Details (3)

Name Type Status Qty Amount Date
WL-03097450 Labor Open 3.5 $357.00 Feb 9, 9:40 AM
WL-03097451 Travel Open 189 - Feb 9, 9:40 AM
WL-03097507 Labor Open 1.5 $178.50 Feb 9, 10:46 AM

Details