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WO-01294247 ↗ ServiceMax

Oak Street Health • Inspection • PSM

📍 Oak Street Health - Kalamazoo, MI — 1663 S. Westnedge Ave., Kalamazoo MI, 49008

Jul 28, 2025 → Sep 9, 2025

✅ Completed
PSM
SLA Clock
Last business day of July 2025 · Target: Jul 31, 2025
✗ SLA Missed (26 biz days late)
Active: 30 biz days
🕐 Clock stopped: Tech Off Site (Sep 9, 2025)
▶ Clock Running
Status: Created
Jul 28 → Jul 28, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Jul 28 → Jul 28, 2025
0 business days (counted)
Running total: 0 of ? biz days used
26d
▶ Clock Running
Status: Assigned
Jul 28 → Sep 3, 2025
26 business days (counted)
Running total: 26 of ? biz days used
4d
▶ Clock Running
Status: Scheduled
Sep 3 → Sep 9, 2025
4 business days (counted)
Running total: 30 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 9 → Sep 9, 2025
0 business days (counted)
Running total: 30 of ? biz days used
Created: Jul 28, 2025 Tech Off Site: Sep 9, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Jul 28 → Jul 28 Created ▶ Running 0 0
Jul 28 → Jul 28 Ready for Scheduling ▶ Running 0 0
Jul 28 → Sep 3 Assigned ▶ Running 26 26
Sep 3 → Sep 9 Scheduled ▶ Running 4 30
Sep 9 → Sep 9 Tech On Site ▶ Running 0 30
Dispatch 0.0d
Coordinators 32.2d
Field Work 1.0d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
32.2 days
Over SLA
Field Work
1.0 days
Billing
0.0 days
Created: Jul 28, 2025 Due: Sep 30, 2025 Completed: Sep 9, 2025 (21 days early)
📅
31.0 days Total Age
⏱️
26.2d in Assigned Longest Stage
🔄
9 transitions Status Changes
⚠️
29.1d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00513972
eBiotrack - Automated New Inspection Created
Closed
Annual Equipment Electrical Safety Test And Calibration Service Equip: 76 https://www.ebiotrack.com/inspection.php?iid=28991 *Inspection Flag: This customer is VT/Full-Service. All parts orders and warranty inquires need to be handled by EMSAR.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Todd Maurer
Owner
John Rolston
Created
Jul 28, 2025
Work Orders from this Case (1)
WO-01294247 (current) Invoiced
Inspection • Jon Kuehl
Created: Jul 28, 2025 • Closed: Sep 9, 2025
Completed with significant delays
Invoiced • 219 days old
🚨
Primary Delay 26.2 days stuck in "Assigned"
⏱️
Total Delay 29.1 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
1.0d / 1.0d SLA
Assigned
26.2d / 0.5d SLA
Scheduled
5.0d / 2.0d SLA
Tech On Site
0.8d / 1.0d SLA
Tech Off Site
0.2d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.4d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
Performed annual inspection of equipment. Changed out 2 burnt bulbs.
🔍 Technician Findings
Equipment all in working order.
⚠️ Problem Description
Annual Equipment Electrical Safety Test And Calibration Service Equip: 76 https://www.ebiotrack.com/inspection.php?iid=28991 *Inspection Flag: This customer is VT/Full-Service. All parts orders and warranty inquires need to be handled by EMSAR.

Timeline

📞
Case Linked Jul 28, 7:01 AM
Case Number: 00513972
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Jul 28, 10:45 AM
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 28, 6:33 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Charles Ramen
From: Ready for Scheduling
To: Assigned
Duration in Previous: 7h 47m
🚨 26.5 business days
🗓️
▶
3 Status: Scheduled Sep 3, 6:46 AM
Status: Scheduled → Dispatch Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jonathan Kuehl
Scheduled For: 2025-09-11T12:00:00.000+0000
📅
Dispatch Scheduled by Jonathan Kuehl
Scheduled For: 2025-09-09T12:00:00.000+0000
⚠️ 5.0 business days
🔧
Status: Tech On Site by Jonathan Kuehl Sep 9, 8:31 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 6d 1h
🚗
Status: Tech Off Site by Jonathan Kuehl Sep 9, 2:45 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 6h 14m
✔️
Status: Completed by Jonathan Kuehl Sep 9, 4:40 PM
From: Tech Off Site
To: Completed
Duration in Previous: 1h 54m
🔩
▶
2 6x Parts Added Sep 9, 4:45 PM
6x Parts Added → Status: Closed
🏁
Status: Closed by Jonathan Kuehl
From: Completed
To: Closed
Duration in Previous: 5m
⏳ 1.9 business days
📄
▶
2 Status: Ready to Bill Sep 10, 4:56 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
⏳ 2.9 business days
🧾
Invoice Created Sep 12, 6:32 PM
Invoice Number: SM-240545

Bottlenecks

Assigned
Duration: 26.2 business days (threshold: 4.0 business hours)
Exceeded by 25.7 business days
Scheduled
Duration: 5.0 business days (threshold: 2.0 business days)
Exceeded by 3.0 business days
Closed
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.2 business hours

🔗 Related Artifacts

📞
Case 00513972
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Jon Kuehl
Scheduled
Sep 9, 8:00 AM
Created
Jul 28, 10:45 AM
Invoice #
SM-240545

Work Details (6)

Name Type Status Qty Amount Date
WL-02930124 Parts Open 2 $41.70 Sep 9, 4:45 PM
WL-02930125 Labor Open 1 $0.00 Sep 9, 4:45 PM
WL-02930126 Labor Open 6.25 $2,080.00 Sep 9, 4:45 PM
WL-02930127 Labor Open 1.2166666666667 $0.00 Sep 9, 4:45 PM
WL-02930128 Travel Open 53 - Sep 9, 4:45 PM
WL-02930129 Travel Open 54 - Sep 9, 4:45 PM

Details