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WO-01338877 ↗ ServiceMax

Crossover Health Management Services • Inspection • PC

📍 Crossover - 1 DNA Way — 1 DNA Way, South San Francisco CA, 94080

Jan 21, 2026 → Feb 13, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Feb 14, 2026
✓ SLA Met
Active: 17 biz days
🕐 Clock stopped: Completed (Feb 13, 2026)
▶ Clock Running
Status: Created
Jan 21 → Jan 21, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 21 → Jan 21, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Jan 21 → Jan 21, 2026
0 business days (counted)
Running total: 0 of ? biz days used
17d
▶ Clock Running
Status: Scheduled
Jan 21 → Feb 13, 2026
17 business days (counted)
Running total: 17 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 13 → Feb 13, 2026
0 business days (counted)
Running total: 17 of ? biz days used
▶ Clock Running
Status: Tech Off Site
Feb 13 → Feb 13, 2026
0 business days (counted)
Running total: 17 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 13 → Feb 13, 2026
0 business days (counted)
Running total: 17 of ? biz days used
Created: Jan 21, 2026 Completed: Feb 13, 2026
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Jan 21 → Jan 21 Created ▶ Running 0 0
Jan 21 → Jan 21 Ready for Scheduling ▶ Running 0 0
Jan 21 → Jan 21 Assigned ▶ Running 0 0
Jan 21 → Feb 13 Scheduled ▶ Running 17 17
Feb 13 → Feb 13 Tech On Site ▶ Running 0 17
Feb 13 → Feb 13 Tech Off Site ▶ Running 0 17
Feb 13 → Feb 13 Tech On Site ▶ Running 0 17
Dispatch 0.0d
Coordinators 17.1d
Field Work 2.0d
Billing 0.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
17.1 days
Over SLA
Field Work
2.0 days
Billing
0.0 days
Created: Jan 21, 2026 Due: Feb 14, 2026 Completed: Feb 14, 2026 (on time)
📅
18.0 days Total Age
⏱️
17.1d in Scheduled Longest Stage
🔄
10 transitions Status Changes
⚠️
16.1d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
17 lines Work Details
🚩
3 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
3 On-Site Visits
3 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Angel Rios — scheduling delays attributed to technician, not coordinators
Visit 1 Feb 11, 2026
Visit 2 Feb 12, 2026
Visit 3 Feb 13, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00560740
eBiotrack - Automated New Inspection Created
Closed
Initial Annual Inspection Service Customer requesting to schedule Feb 11-13 for large site https://www.ebiotrack.com/inspection.php?iid=32575
Priority
Standard
Origin
Email
Reason
New Case
Contact
Edgar Chavez
Owner
Sherry Reich
Created
Jan 21, 2026
Work Orders from this Case (1)
WO-01338877 (current) Invoiced
Inspection • Angel Rios
Created: Jan 21, 2026 • Closed: Feb 13, 2026
Completed with significant delays
Invoiced • 42 days old
🚨
Primary Delay 17.1 days stuck in "Scheduled"
⏱️
Total Delay 16.1 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
0.0d / 0.5d SLA
Scheduled
17.1d / 2.0d SLA
Tech On Site
0.7d / 1.0d SLA
Tech Off Site
1.0d / 2.0d SLA
Completed
0.2d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1-21 Mburris emailsent to POC and added per notes in Problem Description

1/21/26 SReich - Used due date that was specified in ebt.

🔧 Work Performed
2/12 Performed Initial Annual Inspection Service for 66 units. 2/13 Performed Initial Annual Inspection Service for 38 units.
🔍 Technician Findings
Perform Initial Annual Inspection Service for medical equipment.
⚠️ Problem Description
Initial Annual Inspection Service Customer requesting to schedule Feb 11-13 for large site https://www.ebiotrack.com/inspection.php?iid=32575

Timeline

📞
Case Linked Jan 21, 12:00 AM
Case Number: 00560740
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Jan 21, 8:46 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 2m
👷
▶
4 Technician Assigned Jan 21, 9:10 AM
Technician Assigned → Status: Assigned → Status: Scheduled → Dispatch Scheduled
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 21m
🗓️
Status: Scheduled by Michael Burris
From: Assigned
To: Scheduled
Duration in Previous: 2m
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-02-11T18:00:00.000+0000
🚨 16.0 business days
📅
Dispatch Scheduled by Michael Burris Feb 11, 11:54 AM
Scheduled For: 2026-02-12T18:00:00.000+0000
💵
2x Expenses Added Feb 11, 5:37 PM
Type: Expenses
Status: Open
Qty: 1
⏱️
3x Labor Added Feb 12, 1:24 AM
Type: Labor, Travel, Expenses
Status: Open
Qty: 1.75, 47
🔧
Status: Tech On Site by Angel Rios Feb 12, 7:47 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 22d 10h
🚗
▶
2 Travel Added Feb 12, 8:28 PM
Travel Added → 2x Labor Added
⏱️
2x Labor Added
Type: Labor
Status: Open
Qty: 0.75, 9
🚗
Status: Tech Off Site by Angel Rios Feb 12, 8:33 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 46m
🔧
Status: Tech On Site by Angel Rios Feb 13, 12:04 PM
From: Tech Off Site
To: Tech On Site
Duration in Previous: 15h 30m
🚗
▶
3 2x Travel Added Feb 13, 4:50 PM
2x Travel Added → 2x Labor Added → Labor Added
⏱️
2x Labor Added
Type: Labor
Status: Open
Qty: 0.75
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 5.25
✔️
Status: Completed by Angel Rios Feb 13, 5:07 PM
From: Tech On Site
To: Completed
Duration in Previous: 5h 3m
⏱️
▶
2 4x Labor Added Feb 13, 9:12 PM
4x Labor Added → Status: Closed
🏁
Status: Closed by Angel Rios
From: Completed
To: Closed
Duration in Previous: 4h 9m
⏳ 2.3 business days
📄
▶
3 Status: Ready to Bill Feb 18, 12:11 PM
Status: Ready to Bill → Invoice Created → Status: Invoiced
🧾
Invoice Created
Invoice Number: SM-254272
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m

Bottlenecks

Scheduled
Duration: 17.1 business days (threshold: 2.0 business days)
Exceeded by 15.1 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00560740
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Inspection
Branch
N/A
Technician
Angel Rios
Scheduled
Feb 12, 1:00 PM
Created
Jan 21, 8:46 AM
Invoice #
SM-254272

Work Details (17)

Name Type Status Qty Amount Date
WL-03101689 Expenses Open 1 $0.00 Feb 11, 5:37 PM
WL-03101690 Expenses Open 1 $0.00 Feb 11, 5:37 PM
WL-03102498 Labor Open 1.75 $0.00 Feb 12, 1:24 AM
WL-03102499 Travel Open 47 - Feb 12, 1:24 AM
WL-03102500 Expenses Open 1 $0.00 Feb 12, 1:24 AM
WL-03103977 Travel Open 10 - Feb 12, 8:28 PM
WL-03103999 Labor Open 0.75 $0.00 Feb 12, 8:31 PM
WL-03104000 Labor Open 9 $0.00 Feb 12, 8:31 PM
WL-03105578 Travel Open 10 - Feb 13, 4:50 PM
WL-03105579 Travel Open 10 - Feb 13, 4:50 PM
WL-03105596 Labor Open 0.75 $0.00 Feb 13, 4:53 PM
WL-03105597 Labor Open 0.75 $0.00 Feb 13, 4:53 PM
WL-03105601 Labor Open 5.25 $2,893.30 Feb 13, 4:55 PM
WL-03106024 Labor Open 4.25 $0.00 Feb 13, 9:12 PM
WL-03106025 Travel Open 111 - Feb 13, 9:12 PM
WL-03106026 Expenses Open 1 $0.00 Feb 13, 9:12 PM
WL-03106027 Expenses Open 1 $0.00 Feb 13, 9:12 PM

Details