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WO-01286385 ↗ ServiceMax

Atrius Health • Calibration • PSM

📍 Atrius Health - Somerville — 40 Holland St, Somerville MA, 02144

Jul 3, 2025 → Oct 8, 2025

✅ Completed
PSM
SLA Clock
Last business day of July 2025 · Target: Jul 31, 2025
✗ SLA Missed (48 biz days late)
Active: 68 biz days
🕐 Clock stopped: Completed (Oct 9, 2025)
▶ Clock Running
Status: Created
Jul 3 → Jul 3, 2025
0 business days (counted)
Running total: 0 of ? biz days used
19d
▶ Clock Running
Status: Ready for Scheduling
Jul 3 → Jul 31, 2025
19 business days (counted)
Running total: 19 of ? biz days used
▶ Clock Running
Status: Assigned
Jul 31 → Aug 4, 2025
2 business days (counted)
Running total: 21 of ? biz days used
41d
▶ Clock Running
Status: Scheduled
Aug 4 → Oct 1, 2025
41 business days (counted)
Running total: 62 of ? biz days used
▶ Clock Running
Status: Reschedule
Oct 1 → Oct 1, 2025
0 business days (counted)
Running total: 62 of ? biz days used
▶ Clock Running
Status: Scheduled
Oct 1 → Oct 9, 2025
6 business days (counted)
Running total: 68 of ? biz days used
Created: Jul 3, 2025 Completed: Oct 9, 2025
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Jul 3 → Jul 3 Created ▶ Running 0 0
Jul 3 → Jul 31 Ready for Scheduling ▶ Running 19 19
Jul 31 → Aug 4 Assigned ▶ Running 2 21
Aug 4 → Oct 1 Scheduled ▶ Running 41 62
Oct 1 → Oct 1 Reschedule ▶ Running 0 62
Oct 1 → Oct 9 Scheduled ▶ Running 6 68
Dispatch 0.0d
Coordinators 71.0d
Field Work 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
71.0 days
Over SLA
Field Work
0.0 days
Created: Jul 3, 2025 Due: Oct 1, 2025 Completed: Oct 9, 2025 (7 days late)
📅
68.0 days Total Age
⏱️
42.0d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
66.4d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
18 lines Work Details
🚩
4 visits On-Site Trips
📋
Coordinator Scheduling
🚩
4 On-Site Visits (1 reschedule)
4 on-site visits — why were multiple trips needed?
Visit 1 Sep 28, 2025
Visit 2 Sep 29, 2025
Visit 3 Sep 30, 2025
Visit 4 Oct 8, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00507631
eBiotrack - Automated New Inspection Created
Closed
Semi-Annual Equipment Calibration Service - Automatic BP Monitor,Centrifuge,Dial BP,Dial BP Gauge,Digital Adult Scale,Digital Blood Pressure Device,Digital Pediatric Scale,Manometer,Mechanical Adult S Equipment: 414 https://www.ebiotrack.com/inspection.php?iid=28540
Priority
Standard
Origin
Email
Reason
New Case
Contact
Moe Sheehan
Owner
Shelby Robinson
Created
Jul 3, 2025
Work Orders from this Case (1)
WO-01286385 (current) Invoiced
Calibration • Nick O'Neill
Created: Jul 3, 2025 • Closed: Oct 8, 2025
Completed with significant delays
Invoiced • 244 days old
🚨
Primary Delay 42.0 days stuck in "Scheduled"
⏱️
Total Delay 66.4 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
19.9d / 1.0d SLA
Assigned
2.9d / 0.5d SLA
Scheduled
48.1d / 2.0d SLA
Reschedule
0.1d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
10/1 KSmith -- Scheduled for 10/8 with Fred

10/1 KSmith -- Sent email to Moe to schedule for 10/8 to finish up the inspection

10/1 SRogers: Updating to reschedule - 330 out of 414 pieces completed. 1 day return trip needed to finish.

9/29 KSmith -- Nick called off today. Likely won't finish inspection tomorrow and will need another day to finish

8/4 KSmith -- Scheduled for 9/29-9/30 with Moe

7/31 KSmith -- Sent email to schedule for 9/29-9/30 (Send all 3 MA FSEs on 9/29)

🔧 Work Performed
Semi-Annual Equipment Calibration Service Completed on 436 devices.
🔍 Technician Findings
Arrived at site Inspected and calibration verified 185 devices on the 3rd floor all 185 passed and returned back to service yd 09/29
⚠️ Problem Description
Semi-Annual Equipment Calibration Service - Automatic BP Monitor,Centrifuge,Dial BP,Dial BP Gauge,Digital Adult Scale,Digital Blood Pressure Device,Digital Pediatric Scale,Manometer,Mechanical Adult S Equipment: 414 https://www.ebiotrack.com/inspection.php?iid=28540

Timeline

📞
Case Linked Jul 3, 1:00 AM
Case Number: 00507631
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Jul 3, 12:36 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Shelby Robinson
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
🚨 20.0 business days
👷
▶
2 Technician Assigned Jul 31, 12:34 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 27d 23h
⏳ 3.0 business days
📅
▶
2 Dispatch Scheduled Aug 4, 8:06 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kourtney Smith
From: Assigned
To: Scheduled
Duration in Previous: 3d 19h
🚨 39.0 business days
⏱️
2x Labor Added Sep 28, 10:40 PM
Type: Labor, Expenses
Status: Open
Qty: 11.5
⏱️
4x Labor Added Sep 29, 4:43 PM
Type: Labor, Expenses
Status: Open
Qty: 1, 6
⏱️
3x Labor Added Sep 30, 2:38 PM
Type: Labor
Status: Open
Qty: 1, 3, 2
⏱️
3x Labor Added Sep 30, 2:49 PM
Type: Labor
Status: Open
Qty: 0.5, 3.5, 2
⏱️
3x Labor Added Sep 30, 7:38 PM
Type: Labor
Status: Open
Qty: 2, 6
🔄
Status: Reschedule by Shawn Rogers Oct 1, 7:51 AM
From: Scheduled
To: Reschedule
Duration in Previous: 57d 23h
🗓️
▶
2 Status: Scheduled Oct 1, 8:50 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-10-08T13:00:00.000+0000
⏳ 4.0 business days
📅
Dispatch Scheduled by Shawn Rogers Oct 6, 5:53 PM
Scheduled For: 2025-10-08T10:00:00.000+0000
⏳ 2.8 business days
⏱️
▶
3 3x Labor Added Oct 8, 8:34 PM
3x Labor Added → Status: Completed → Status: Closed
✔️
Status: Completed by Nick O'Neill
From: Scheduled
To: Completed
Duration in Previous: 7d 11h
🏁
Status: Closed by Nick O'Neill
From: Completed
To: Closed
Duration in Previous: 2m
⏳ 2.4 business days
📄
Status: Ready to Bill by Diane Patton Oct 10, 9:43 AM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 1d 13h, 0m
⏳ 1.0 business days
🧾
Invoice Created Oct 13, 12:19 PM
Invoice Number: SM-243335

Bottlenecks

Ready for Scheduling
Duration: 19.9 business days (threshold: 1.0 business days)
Exceeded by 18.9 business days
Assigned
Duration: 2.9 business days (threshold: 4.0 business hours)
Exceeded by 2.4 business days
Scheduled
Duration: 42.0 business days (threshold: 2.0 business days)
Exceeded by 40.0 business days
Scheduled
Duration: 6.1 business days (threshold: 2.0 business days)
Exceeded by 4.1 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00507631
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Calibration
Branch
Edge
Technician
Nick O'Neill
Scheduled
Oct 8, 6:00 AM
Created
Jul 3, 12:36 PM
Invoice #
SM-243335

Work Details (18)

Name Type Status Qty Amount Date
WL-02952521 Labor Open 11.5 $0.00 Sep 28, 10:40 PM
WL-02952522 Expenses Open 1 $0.00 Sep 28, 10:40 PM
WL-02953421 Labor Open 1 $0.00 Sep 29, 4:43 PM
WL-02953422 Labor Open 6 $0.00 Sep 29, 4:43 PM
WL-02953423 Labor Open 1 $0.00 Sep 29, 4:43 PM
WL-02953424 Expenses Open 1 $0.00 Sep 29, 4:43 PM
WL-02954600 Labor Open 1 $0.00 Sep 30, 2:38 PM
WL-02954601 Labor Open 3 $0.00 Sep 30, 2:38 PM
WL-02954602 Labor Open 2 $0.00 Sep 30, 2:38 PM
WL-02954619 Labor Open 0.5 $0.00 Sep 30, 2:49 PM
WL-02954620 Labor Open 3.5 $0.00 Sep 30, 2:49 PM
WL-02954621 Labor Open 2 $0.00 Sep 30, 2:49 PM
WL-02955130 Labor Open 2 $0.00 Sep 30, 7:38 PM
WL-02955131 Labor Open 6 $0.00 Sep 30, 7:38 PM
WL-02955132 Labor Open 2 $0.00 Sep 30, 7:38 PM
WL-02964229 Labor Open 2 $0.00 Oct 8, 8:34 PM
WL-02964230 Labor Open 7 $10,410.00 Oct 8, 8:34 PM
WL-02964231 Labor Open 2 $75.00 Oct 8, 8:34 PM

Details