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← WO Overview

WO-01291730 ↗ ServiceMax

NaphCare • Inspection • PSM

📍 Naphcare -HENDERSON DETENTION CENTER - 5084 — 18 E. Basic Rd, Henderson NV, 89015

Jul 14, 2025 → Nov 4, 2025

✅ Completed
PSM
SLA Clock
Last business day of July 2025 · Target: Jul 31, 2025
✗ SLA Missed (65 biz days late)
Active: 79 biz days
🕐 Clock stopped: Completed (Nov 4, 2025)
▶ 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 14, 2025
0 business days (counted)
Running total: 0 of ? biz days used
10d
▶ Clock Running
Status: Assigned
Jul 14 → Jul 28, 2025
10 business days (counted)
Running total: 10 of ? biz days used
▶ Clock Running
Status: Entered
Jul 28 → Jul 28, 2025
0 business days (counted)
Running total: 10 of ? biz days used
▶ Clock Running
Status: Assigned
Jul 28 → Jul 31, 2025
3 business days (counted)
Running total: 13 of ? biz days used
▶ Clock Running
Status: Scheduled
Jul 31 → Aug 1, 2025
1 business day (counted)
Running total: 14 of ? biz days used
▶ Clock Running
Status: Tech On Site
Aug 1 → Aug 1, 2025
0 business days (counted)
Running total: 14 of ? biz days used
▶ Clock Running
Status: Tech Off Site
Aug 1 → Aug 2, 2025
0 business days (counted)
Running total: 14 of ? biz days used
▶ Clock Running
Status: Completed
Aug 2 → Aug 2, 2025
0 business days (counted)
Running total: 14 of ? biz days used
▶ Clock Running
Status: Closed
Aug 2 → Aug 5, 2025
2 business days (counted)
Running total: 16 of ? biz days used
46d
▶ Clock Running
Status: Canceled
Aug 5 → Oct 9, 2025
46 business days (counted)
Running total: 62 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Oct 9 → Oct 14, 2025
2 business days (counted)
Running total: 64 of ? biz days used
9d
▶ Clock Running
Status: Scheduled
Oct 14 → Oct 27, 2025
9 business days (counted)
Running total: 73 of ? biz days used
▶ Clock Running
Status: Completed
Oct 27 → Oct 27, 2025
0 business days (counted)
Running total: 73 of ? biz days used
▶ Clock Running
Status: Incomplete
Oct 27 → Oct 27, 2025
0 business days (counted)
Running total: 73 of ? biz days used
▶ Clock Running
Status: Closed
Oct 27 → Oct 27, 2025
0 business days (counted)
Running total: 73 of ? biz days used
▶ Clock Running
Status: Billing Review
Oct 27 → Oct 29, 2025
2 business days (counted)
Running total: 75 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Oct 29 → Oct 30, 2025
1 business day (counted)
Running total: 76 of ? biz days used
▶ Clock Running
Status: Scheduled
Oct 30 → Nov 4, 2025
3 business days (counted)
Running total: 79 of ? biz days used
Created: Jul 14, 2025 Completed: Nov 4, 2025
Show SLA Clock Detail (19 periods)
Period Status Clock Biz Days Running Total
Jul 14 → Jul 14 Created ▶ Running 0 0
Jul 14 → Jul 14 Ready for Scheduling ▶ Running 0 0
Jul 14 → Jul 28 Assigned ▶ Running 10 10
Jul 28 → Jul 28 Entered ▶ Running 0 10
Jul 28 → Jul 31 Assigned ▶ Running 3 13
Jul 31 → Aug 1 Scheduled ▶ Running 1 14
Aug 1 → Aug 1 Tech On Site ▶ Running 0 14
Aug 1 → Aug 2 Tech Off Site ▶ Running 0 14
Aug 2 → Aug 2 Completed ▶ Running 0 14
Aug 2 → Aug 5 Closed ▶ Running 2 16
Aug 5 → Oct 9 Canceled ▶ Running 46 62
Oct 9 → Oct 14 Ready for Scheduling ▶ Running 2 64
Oct 14 → Oct 27 Scheduled ▶ Running 9 73
Oct 27 → Oct 27 Completed ▶ Running 0 73
Oct 27 → Oct 27 Incomplete ▶ Running 0 73
Oct 27 → Oct 27 Closed ▶ Running 0 73
Oct 27 → Oct 29 Billing Review ▶ Running 2 75
Oct 29 → Oct 30 Ready for Scheduling ▶ Running 1 76
Oct 30 → Nov 4 Scheduled ▶ Running 3 79
Dispatch 0.0d
Coordinators 33.5d
Field Work 0.1d
Billing 7.1d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
33.5 days
Over SLA
Field Work
0.1 days
Billing
7.1 days
Over SLA
Created: Jul 14, 2025 Due: Oct 31, 2025 Completed: Nov 4, 2025 (3 days late)
📅
80.0 days Total Age
⏱️
47.0d in Canceled Longest Stage
🔄
17 transitions Status Changes
⚠️
29.2d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
8 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 Michael Russell — scheduling delays attributed to technician, not coordinators
Visit 1 Oct 24, 2025
Visit 2 Nov 3, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00510078
eBiotrack - Automated New Inspection Created
Closed
Annual Equipment Electrical Safety Test And Calibration Service Equip: 63 https://www.ebiotrack.com/inspection.php?iid=28718
Priority
Standard
Origin
Email
Reason
New Case
Contact
Charlestein Dantzler
Owner
John Rolston
Created
Jul 14, 2025
Work Orders from this Case (1)
WO-01291730 (current) Invoiced
Inspection • Michael Russell
Created: Jul 14, 2025 • Closed: Nov 4, 2025
Completed with significant delays
Invoiced • 233 days old
🚨
Primary Delay 47.0 days stuck in "Canceled"
⏱️
Total Delay 29.2 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
5.4d / 1.0d SLA
Assigned
13.5d / 0.5d SLA
Scheduled
14.7d / 2.0d SLA
Tech Off Site
0.1d / 2.0d SLA
Closed
2.9d / 1.0d SLA
Canceled
47.0d
Billing Review
3.3d / 2.0d SLA
Ready to Bill
3.8d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

Non-billable **No charges if we did not verify we needed a background check**

10/29/2025 DNakoff - Follow up not needed, please reschedule service once background info is obtained

address was incorrect. inspection is at the same location as of WO-01272469

**couldn't start inspection due to fbi background. **

10-14 Mburris email from POC to set

10-13 Mburris email sent to POC

10/09/2025 DNakoff - WO was canceled due to customer confusion, re-opening. Need to schedule.

7-31 Mburris email from POC ............... Michael, Thank you for confirming

7-30 Mburris email sent to POC looking for 8-8

🔧 Work Performed
couldn't start inspection due to fbi background. Address was incorrect. inspection is at the same location as of WO-01272469
🔍 Technician Findings
paperwork for inspection failed.
⚠️ Problem Description
Annual Equipment Electrical Safety Test And Calibration Service Equip: 63 https://www.ebiotrack.com/inspection.php?iid=28718

Timeline

📞
Case Linked Jul 14, 7:00 AM
Case Number: 00510078
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
2 Work Order Created Jul 14, 12:07 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by John Rolston
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
2 Technician Assigned Jul 14, 5:00 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 4h 52m
🚨 10.9 business days
🆕
2 Status: Entered Jul 28, 7:06 PM
Status: Entered → Technician Assigned
👷
Technician Assigned by Michael Burris
Technician: Michael Russell
3.6 business days
🗓️
2 Status: Scheduled Jul 31, 3:45 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-08-01T21:00:00.000+0000
📅
Dispatch Scheduled by Michael Burris Jul 31, 7:08 PM
Scheduled For: 2025-08-01T21:30:00.000+0000
🔧
Status: Tech On Site by Michael Russell Aug 1, 6:59 PM
From: Scheduled, Tech On Site
To: Tech On Site, Tech Off Site
Duration in Previous: 1d 3h, 0m
✔️
Status: Completed by Michael Russell Aug 2, 12:26 AM
From: Tech Off Site, Completed
To: Completed, Closed
Duration in Previous: 5h 26m, 0m
2.0 business days
🚫
Status: Canceled by Diane Patton Aug 5, 10:43 AM
From: Closed
To: Canceled
Duration in Previous: 3d 10h
🚨 47.0 business days
📅
Status: Ready for Scheduling by Dylan Nakoff Oct 9, 1:51 PM
From: Canceled
To: Ready for Scheduling
Duration in Previous: 65d 3h
3.0 business days
🗓️
2 Status: Scheduled Oct 14, 6:22 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-10-17T16:00:00.000+0000
📅
Dispatch Scheduled by Michael Burris Oct 15, 2:40 PM
Scheduled For: 2025-10-17T20:30:00.000+0000
📅
Dispatch Scheduled by Michael Burris Oct 15, 4:19 PM
Scheduled For: 2025-10-20T16:00:00.000+0000
📅
Dispatch Scheduled by Michael Burris Oct 15, 4:53 PM
Scheduled For: 2025-10-24T16:00:00.000+0000
⚠️ 8.9 business days
⏱️
2 5x Labor Added Oct 27, 9:23 AM
5x Labor Added → Status: Completed
✔️
Status: Completed by Michael Russell
From: Scheduled, Completed, Incomplete
To: Completed, Incomplete, Closed
Duration in Previous: 12d 15h, 0m
💵
Status: Billing Review by Diane Patton Oct 27, 9:39 AM
From: Closed
To: Billing Review
Duration in Previous: 15m
3.0 business days
📅
Status: Ready for Scheduling by Dylan Nakoff Oct 29, 9:00 AM
From: Billing Review
To: Ready for Scheduling
Duration in Previous: 1d 23h
2.0 business days
🗓️
2 Status: Scheduled Oct 30, 12:26 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-11-03T17:00:00.000+0000
3.5 business days
⏱️
2 3x Labor Added Nov 4, 3:06 AM
3x Labor Added → Status: Completed
✔️
Status: Completed by Michael Russell
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 4d 15h, 0m
💵
Status: Billing Review by Diane Patton Nov 4, 9:57 AM
From: Closed
To: Billing Review
Duration in Previous: 6h 50m
📄
Status: Ready to Bill by Diane Patton Nov 4, 12:18 PM
From: Billing Review
To: Ready to Bill
Duration in Previous: 2h 21m
4.0 business days
📨
Status: Invoice Pending by Diane Patton Nov 7, 5:36 PM
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 3d 5h, 0m
1.8 business days
🧾
Invoice Created Nov 10, 4:33 PM
Invoice Number: SM-246074

Bottlenecks

Assigned
Duration: 10.4 business days (threshold: 4.0 business hours)
Exceeded by 9.9 business days
Assigned
Duration: 3.1 business days (threshold: 4.0 business hours)
Exceeded by 2.6 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready for Scheduling
Duration: 2.8 business days (threshold: 1.0 business days)
Exceeded by 1.8 business days
Scheduled
Duration: 9.2 business days (threshold: 2.0 business days)
Exceeded by 7.2 business days
Billing Review
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Ready for Scheduling
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Scheduled
Duration: 3.9 business days (threshold: 2.0 business days)
Exceeded by 1.9 business days
Ready to Bill
Duration: 3.8 business days (threshold: 1.0 business days)
Exceeded by 2.8 business days

🔗 Related Artifacts

📞
Case 00510078
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Michael Russell
Scheduled
Nov 3, 12:00 PM
Created
Jul 14, 12:07 PM
Invoice #
SM-246074

Work Details (8)

Name Type Status Qty Amount Date
WL-02985024 Labor Open 1 $0.00 Oct 27, 9:23 AM
WL-02985025 Labor Open 1 $0.00 Oct 27, 9:23 AM
WL-02985026 Labor Open 1 $0.00 Oct 27, 9:23 AM
WL-02985027 Travel Open 35 $0.00 Oct 27, 9:23 AM
WL-02985028 Travel Open 35 $0.00 Oct 27, 9:23 AM
WL-02995302 Labor Open 1 $0.00 Nov 4, 3:06 AM
WL-02995303 Labor Open 0.5 $0.00 Nov 4, 3:06 AM
WL-02995304 Labor Open 0.5 $0.00 Nov 4, 3:06 AM

Details