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WO-01277429 ↗ ServiceMax

Crossover Health Management Services • Inspection • PSM

📍 Crossover Health at AMP Wellness Gloucester — 35 Dory Road, Gloucester MA, 01930

Jun 4, 2025 → Oct 7, 2025

✅ Completed
PSM
SLA Clock
Last business day of June 2025 · Target: Jun 30, 2025
✗ SLA Missed (68 biz days late)
Active: 86 biz days
🕐 Clock stopped: Completed (Oct 7, 2025)
▶ Clock Running
Status: Created
Jun 4 → Jun 4, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Jun 4 → Jun 11, 2025
5 business days (counted)
Running total: 5 of ? biz days used
▶ Clock Running
Status: Assigned
Jun 11 → Jun 11, 2025
0 business days (counted)
Running total: 5 of ? biz days used
48d
▶ Clock Running
Status: Scheduled
Jun 11 → Aug 20, 2025
48 business days (counted)
Running total: 53 of ? biz days used
▶ Clock Running
Status: Entered
Aug 20 → Aug 20, 2025
0 business days (counted)
Running total: 53 of ? biz days used
▶ Clock Running
Status: Assigned
Aug 20 → Aug 20, 2025
0 business days (counted)
Running total: 53 of ? biz days used
33d
▶ Clock Running
Status: Scheduled
Aug 20 → Oct 7, 2025
33 business days (counted)
Running total: 86 of ? biz days used
Created: Jun 4, 2025 Completed: Oct 7, 2025
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Jun 4 → Jun 4 Created ▶ Running 0 0
Jun 4 → Jun 11 Ready for Scheduling ▶ Running 5 5
Jun 11 → Jun 11 Assigned ▶ Running 0 5
Jun 11 → Aug 20 Scheduled ▶ Running 48 53
Aug 20 → Aug 20 Entered ▶ Running 0 53
Aug 20 → Aug 20 Assigned ▶ Running 0 53
Aug 20 → Oct 7 Scheduled ▶ Running 33 86
Dispatch 0.0d
Coordinators 87.7d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
87.7 days
Over SLA
Billing
0.0 days
Created: Jun 4, 2025 Due: Aug 29, 2025 Completed: Oct 7, 2025 (38 days late)
📅
87.0 days Total Age
⏱️
47.7d in Scheduled Longest Stage
🔄
6 transitions Status Changes
⚠️
84.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00498630
eBiotrack - Automated New Inspection Created
Closed
Annual Equipment Electrical Safety Test And Calibration Service 19 pcs https://www.ebiotrack.com/inspection.php?iid=27991
Priority
Standard
Origin
Email
Reason
New Case
Contact
William Recker
Owner
Kimberly Hardison
Created
Jun 4, 2025
Work Orders from this Case (1)
WO-01277429 (current) Invoiced
Inspection • David Cavaco
Created: Jun 4, 2025 • Closed: Oct 7, 2025
Completed with significant delays
Invoiced • 273 days old
🚨
Primary Delay 47.7 days stuck in "Scheduled"
⏱️
Total Delay 84.0 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
6.0d / 1.0d SLA
Scheduled
81.7d / 2.0d SLA
Closed
2.3d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
6/11 KSmith -- Erik requested 10/7 in the afternoon

6/10 KSmith -- Erik advised they are not due again until October. Erik is checking what date in October they would like and is going to let me know.

6/10 KSmith -- Per William, Erik is the POC

Erik Krievs <erik.krievs@crossoverhealth.com>

6/10 KSmith -- Sent email to schedule for 8/4 (Marcus)

🔧 Work Performed
Annual Equipment Electrical Safety Test And Calibration Service
🔍 Technician Findings
Annual Equipment Electrical Safety Test And Calibration Service
⚠️ Problem Description
Annual Equipment Electrical Safety Test And Calibration Service 19 pcs https://www.ebiotrack.com/inspection.php?iid=27991

Timeline

📞
Case Linked Jun 4, 7:00 AM
Case Number: 00498630
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Jun 4, 11:41 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
⚠️ 6.0 business days
👷
▶
3 Technician Assigned Jun 11, 3:16 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 7d 3h, 0m
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-10-07T17:00:00.000+0000
🚨 48.0 business days
🆕
▶
3 Status: Entered Aug 19, 9:06 PM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kourtney Smith
Technician: a0h5A00000HKNg2QAH, David Cavaco
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-10-07T17:00:00.000+0000
🚨 27.4 business days
📅
Dispatch Scheduled by Kourtney Smith Sep 26, 1:37 PM
Scheduled For: 2025-10-07T19:00:00.000+0000
⚠️ 5.0 business days
📅
Dispatch Scheduled by Kourtney Smith Oct 2, 8:36 AM
Scheduled For: 2025-10-07T17:00:00.000+0000
⏳ 4.0 business days
⏱️
▶
2 3x Labor Added Oct 7, 5:30 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by DAVID CAVACO
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 48d 20h, 0m
⏳ 2.8 business days
📄
▶
2 Status: Ready to Bill Oct 9, 10:21 AM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
⏳ 2.0 business days
🧾
Invoice Created Oct 12, 6:24 PM
Invoice Number: SM-243234

Bottlenecks

Ready for Scheduling
Duration: 6.0 business days (threshold: 1.0 business days)
Exceeded by 5.0 business days
Scheduled
Duration: 47.7 business days (threshold: 2.0 business days)
Exceeded by 45.7 business days
Scheduled
Duration: 34.0 business days (threshold: 2.0 business days)
Exceeded by 32.0 business days
Closed
Duration: 2.3 business days (threshold: 1.0 business days)
Exceeded by 1.3 business days

🔗 Related Artifacts

📞
Case 00498630
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
N/A
Technician
David Cavaco
Scheduled
Oct 7, 1:00 PM
Created
Jun 4, 11:41 AM
Invoice #
SM-243234

Work Details (3)

Name Type Status Qty Amount Date
WL-02962457 Labor Open 2 $0.00 Oct 7, 5:30 PM
WL-02962458 Labor Open 2 $1,195.00 Oct 7, 5:30 PM
WL-02962459 Labor Open 3 $0.00 Oct 7, 5:30 PM

Details