Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01291700 ↗ ServiceMax

Community Health Center CHC New Britain • Inspection • PSM

📍 CHC Pulaski Middle School Clinic (10448-60-014) — 757 Farmington Avenue, New Britain CT, 06053

Jul 14, 2025 → Feb 2, 2026

✅ Completed
PSM
SLA Clock
Last business day of July 2025 · Target: Jul 31, 2025
✗ SLA Missed (123 biz days late)
Active: 137 biz days
🕐 Clock stopped: Completed (Feb 2, 2026)
▶ Clock Running
Status: Created
Jul 14 → Jul 14, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Jul 14 → Jul 23, 2025
7 business days (counted)
Running total: 7 of ? biz days used
▶ Clock Running
Status: Assigned
Jul 23 → Aug 7, 2025
11 business days (counted)
Running total: 18 of ? biz days used
▶ Clock Running
Status: On Hold
Aug 7 → Aug 20, 2025
9 business days (counted)
Running total: 27 of ? biz days used
97d
▶ Clock Running
Status: Canceled
Aug 20 → Jan 13, 2026
97 business days (counted)
Running total: 124 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 13 → Jan 13, 2026
0 business days (counted)
Running total: 124 of ? biz days used
▶ Clock Running
Status: Assigned
Jan 13 → Jan 16, 2026
3 business days (counted)
Running total: 127 of ? biz days used
▶ Clock Running
Status: Scheduled
Jan 16 → Jan 26, 2026
5 business days (counted)
Running total: 132 of ? biz days used
▶ Clock Running
Status: Entered
Jan 26 → Jan 26, 2026
0 business days (counted)
Running total: 132 of ? biz days used
▶ Clock Running
Status: Assigned
Jan 26 → Jan 26, 2026
0 business days (counted)
Running total: 132 of ? biz days used
▶ Clock Running
Status: Scheduled
Jan 26 → Feb 2, 2026
5 business days (counted)
Running total: 137 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 2 → Feb 2, 2026
0 business days (counted)
Running total: 137 of ? biz days used
Created: Jul 14, 2025 Completed: Feb 2, 2026
Show SLA Clock Detail (12 periods)
Period Status Clock Biz Days Running Total
Jul 14 → Jul 14 Created ▶ Running 0 0
Jul 14 → Jul 23 Ready for Scheduling ▶ Running 7 7
Jul 23 → Aug 7 Assigned ▶ Running 11 18
Aug 7 → Aug 20 On Hold ▶ Running 9 27
Aug 20 → Jan 13 Canceled ▶ Running 97 124
Jan 13 → Jan 13 Ready for Scheduling ▶ Running 0 124
Jan 13 → Jan 16 Assigned ▶ Running 3 127
Jan 16 → Jan 26 Scheduled ▶ Running 5 132
Jan 26 → Jan 26 Entered ▶ Running 0 132
Jan 26 → Jan 26 Assigned ▶ Running 0 132
Jan 26 → Feb 2 Scheduled ▶ Running 5 137
Feb 2 → Feb 2 Tech On Site ▶ Running 0 137
Dispatch 0.0d
Holding 10.0d (excluded)
Coordinators 35.7d
Field Work 0.4d
✗ SLA Missed
Dispatch
0.0 days
Holding (excluded from total)
10.0 days
Coordinators
35.7 days
Over SLA
Field Work
0.4 days
Created: Jul 14, 2025 Due: Jan 30, 2026 Completed: Feb 2, 2026 (2 days late)
📅
138.0 days Total Age
⏱️
97.9d in Canceled Longest Stage
🔄
12 transitions Status Changes
⚠️
30.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00510070
eBiotrack - Automated New Inspection Created
Closed
Annual Equipment Electrical Safety Test And Calibration Service 21 pieces https://www.ebiotrack.com/inspection.php?iid=28717
Priority
Standard
Origin
Email
Reason
New Case
Contact
Eileen Miller
Owner
Sherry Reich
Created
Jul 14, 2025
Work Orders from this Case (1)
WO-01291700 (current) Invoiced
Inspection • Mohamed Shareed
Created: Jul 14, 2025 • Closed: Feb 2, 2026
Completed with significant delays
Invoiced • 233 days old
🚨
Primary Delay 97.9 days stuck in "Canceled"
⏱️
Total Delay 30.0 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
8.5d / 1.0d SLA
Assigned
15.2d / 0.5d SLA
On Hold
10.0d
Canceled
97.9d
Scheduled
12.0d / 2.0d SLA
Tech On Site
0.4d / 1.0d SLA
Closed
1.8d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
1/26 KSmith -- Needed to reschedule today due to the winter storm that has hit CT. Site is closed due to the storm and FSE is snowed in as well. Rescheduled for 2/2 with Katie. 9-11am 1/16 KSmith -- Scheduled for 1/26 with Kate. 9-11am

1/15 KSmith -- Sent email to schedule for 1/26

1/14 KSmith -- Sent email to schedule for 1/21

1/13 KSmith -- Sent email to schedule for 1/21

8/20 SBerry: No contact from site or account POC

8/11 SBerry: Sent email to account POC looking for new site POC

8/7 KSmith -- Per Eileen she is no longer the POC. The new POC is Kate Larson, but no contact information was provided.

8/4 KSmith -- Sent email to schedule for 9/10

7/30 KSmith -- Sent email to schedule for 9/10

7/28 KSmith -- Sent email to schedule for 9/10

7/23 KSmith -- Eileen is out of the office until August 20th

7/23 KSmith -- Sent email to schedule for 9/11

🔧 Work Performed
Completed annual inspection all work documented in ebiotrack S.O #: 370-17204-28717
🔍 Technician Findings
Completed annual inspection all work documented in ebiotrack S.O #: 370-17204-28717
⚠️ Problem Description
Annual Equipment Electrical Safety Test And Calibration Service 21 pieces https://www.ebiotrack.com/inspection.php?iid=28717

Timeline

📞
Case Linked Jul 14, 7:00 AM
Case Number: 00510070
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
2 Work Order Created Jul 14, 11:35 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
⚠️ 8.0 business days
👷
2 Technician Assigned Jul 23, 1:42 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 9d 2h
🚨 12.0 business days
⏸️
Status: On Hold by Kourtney Smith Aug 7, 11:33 AM
From: Assigned
To: On Hold
Duration in Previous: 14d 21h
🚨 10.0 business days
🚫
Status: Canceled by Scott Berry Aug 20, 12:37 PM
From: On Hold
To: Canceled
Duration in Previous: 13d 1h
🚨 98.0 business days
📅
Status: Ready for Scheduling by Scott Berry Jan 13, 11:36 AM
From: Canceled
To: Ready for Scheduling
Duration in Previous: 145d 23h
👷
2 Technician Assigned Jan 13, 3:33 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 3h 56m
4.0 business days
🗓️
2 Status: Scheduled Jan 16, 10:16 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-01-26T15:00:00.000+0000
⚠️ 6.0 business days
🆕
4 Status: Entered Jan 26, 9:59 AM
Status: Entered → Technician Assigned → Status: Scheduled → Dispatch Scheduled
👷
Technician Assigned by Kourtney Smith
Technician: a0h5A00000HDTDDQA5, Mohamed Shareed
🗓️
Status: Scheduled by Kourtney Smith
From: Assigned
To: Scheduled
Duration in Previous: 0m
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-02-02T14:00:00.000+0000
⚠️ 6.0 business days
🔧
Status: Tech On Site by Mohamed Shareed Feb 2, 9:56 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 6d 23h
⏱️
3x Labor Added Feb 2, 11:20 AM
Type: Labor, Travel
Status: Open
Qty: 2.25, 1.5, 97
✔️
Status: Completed by Mohamed Shareed Feb 2, 12:51 PM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 2h 54m, 0m
📄
Status: Ready to Bill by Diane Patton Feb 3, 9:35 AM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 20h 43m, 0m
🚨 13.0 business days
🧾
Invoice Created Feb 22, 10:17 PM
Invoice Number: SM-252852

Bottlenecks

Ready for Scheduling
Duration: 8.0 business days (threshold: 1.0 business days)
Exceeded by 7.0 business days
Assigned
Duration: 11.8 business days (threshold: 4.0 business hours)
Exceeded by 11.3 business days
Assigned
Duration: 3.4 business days (threshold: 4.0 business hours)
Exceeded by 2.9 business days
Scheduled
Duration: 6.0 business days (threshold: 2.0 business days)
Exceeded by 4.0 business days
Scheduled
Duration: 6.0 business days (threshold: 2.0 business days)
Exceeded by 4.0 business days
Closed
Duration: 1.8 business days (threshold: 1.0 business days)
Exceeded by 6.1 business hours

🔗 Related Artifacts

📞
Case 00510070
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Mohamed Shareed
Scheduled
Feb 2, 9:00 AM
Created
Jul 14, 11:35 AM
Invoice #
SM-252852

Work Details (3)

Name Type Status Qty Amount Date
WL-03087864 Labor Open 2.25 $0.00 Feb 2, 11:20 AM
WL-03087865 Labor Open 1.5 $1,530.00 Feb 2, 11:20 AM
WL-03087866 Travel Open 97 - Feb 2, 11:20 AM

Details