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WO-01294248 ↗ ServiceMax

Oak Street Health • Inspection • PSM

📍 Oak Street Health - East Charlotte, NC — 6824 Harrisburg Road Charlotte, Charlotte NC, 28227

Jul 28, 2025 → Sep 22, 2025

✅ Completed
PSM
SLA Clock
Last business day of July 2025 · Target: Jul 31, 2025
✗ SLA Missed (35 biz days late)
Active: 39 biz days
🕐 Clock stopped: Completed (Sep 22, 2025)
▶ Clock Running
Status: Created
Jul 28 → Jul 28, 2025
0 business days (counted)
Running total: 0 of ? biz days used
6d
▶ Clock Running
Status: Ready for Scheduling
Jul 28 → Aug 5, 2025
6 business days (counted)
Running total: 6 of ? biz days used
25d
▶ Clock Running
Status: Assigned
Aug 5 → Sep 10, 2025
25 business days (counted)
Running total: 31 of ? biz days used
5d
▶ Clock Running
Status: Scheduled
Sep 10 → Sep 17, 2025
5 business days (counted)
Running total: 36 of ? biz days used
▶ Clock Running
Status: Entered
Sep 17 → Sep 17, 2025
0 business days (counted)
Running total: 36 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 17 → Sep 17, 2025
0 business days (counted)
Running total: 36 of ? biz days used
3d
▶ Clock Running
Status: Scheduled
Sep 17 → Sep 22, 2025
3 business days (counted)
Running total: 39 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 22 → Sep 22, 2025
0 business days (counted)
Running total: 39 of ? biz days used
Created: Jul 28, 2025 Completed: Sep 22, 2025
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Jul 28 → Jul 28 Created ▶ Running 0 0
Jul 28 → Aug 5 Ready for Scheduling ▶ Running 6 6
Aug 5 → Sep 10 Assigned ▶ Running 25 31
Sep 10 → Sep 17 Scheduled ▶ Running 5 36
Sep 17 → Sep 17 Entered ▶ Running 0 36
Sep 17 → Sep 17 Ready for Scheduling ▶ Running 0 36
Sep 17 → Sep 22 Scheduled ▶ Running 3 39
Sep 22 → Sep 22 Tech On Site ▶ Running 0 39
Dispatch 0.0d
Coordinators 42.9d
Field Work 1.0d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
42.9 days
Over SLA
Field Work
1.0 days
Billing
0.0 days
Created: Jul 28, 2025 Due: Sep 25, 2025 Completed: Sep 22, 2025 (3 days early)
📅
40.0 days Total Age
⏱️
26.0d in Assigned Longest Stage
🔄
9 transitions Status Changes
⚠️
37.7d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00513973
eBiotrack - Automated New Inspection Created
Closed
Inspection: Annual Equipment Electrical Safety Test And Calibration Service 129 pieces https://www.ebiotrack.com/inspection.php?iid=28992
Priority
Standard
Origin
Email
Reason
New Case
Contact
Terese Bookard
Owner
Leona Coonrod
Created
Jul 28, 2025
Work Orders from this Case (1)
WO-01294248 (current) Invoiced
Inspection • Christopher Morning
Created: Jul 28, 2025 • Closed: Sep 22, 2025
Completed with significant delays
Invoiced • 219 days old
🚨
Primary Delay 26.0 days stuck in "Assigned"
⏱️
Total Delay 37.7 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
7.0d / 1.0d SLA
Assigned
26.0d / 0.5d SLA
Scheduled
9.9d / 2.0d SLA
Tech On Site
0.6d / 1.0d SLA
Completed
0.4d / 1.0d SLA
Closed
1.2d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

9/10 MOwens Terese called back. Sent a confirmation email to schedule the visit for Mon. 8/22 from 10-5pm.

9/4 Called to speak to Terese Bookard. Went to vm. Left a msg for her to call back to scheduling the inspection visit.

🔧 Work Performed
9-22-25 CTM - Performed Annual Inspection on all medical equipment located . Total of 128 medical equipment inspected. ALL PASS. Notified POC Terese Bookard of Inspection findings and completion. Unable to get in Exam Room 15 due to contamination
🔍 Technician Findings
9-22-25 CTM - Perform Annual Inspection on all medical equipment located . Notify POC Terese Bookard of inspection findings and completion.
⚠️ Problem Description
Inspection: Annual Equipment Electrical Safety Test And Calibration Service 129 pieces https://www.ebiotrack.com/inspection.php?iid=28992

Timeline

📞
Case Linked Jul 28, 7:01 AM
Case Number: 00513973
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Jul 28, 10:46 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Leona Coonrod
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
⚠️ 7.0 business days
👷
▶
2 Technician Assigned Aug 5, 10:43 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 7d 23h
🚨 26.0 business days
🗓️
▶
2 Status: Scheduled Sep 10, 12:35 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2025-09-22T13:30:00.000+0000
⚠️ 6.0 business days
🆕
▶
3 Status: Entered Sep 17, 10:34 AM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Melissa Owens
Technician: Christopher Morning
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2025-09-22T13:00:00.000+0000
⏳ 4.0 business days
🔧
Status: Tech On Site by Christopher Morning Sep 22, 9:57 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 23h
⏱️
2x Labor Added Sep 22, 10:04 AM
Type: Labor, Travel
Status: Open
Qty: 3.5, 150
⏱️
Labor Added Sep 22, 2:38 PM
Type: Labor
Status: Open
Qty: 4.75
✔️
Status: Completed by Christopher Morning Sep 22, 2:44 PM
From: Tech On Site
To: Completed
Duration in Previous: 4h 46m
⏱️
▶
2 2x Labor Added Sep 22, 6:07 PM
2x Labor Added → Status: Closed
🏁
Status: Closed by Christopher Morning
From: Completed
To: Closed
Duration in Previous: 3h 23m
📄
▶
2 Status: Ready to Bill Sep 23, 11:30 AM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
⏳ 4.0 business days
🧾
Invoice Created Sep 26, 1:58 PM
Invoice Number: SM-241776

Bottlenecks

Ready for Scheduling
Duration: 7.0 business days (threshold: 1.0 business days)
Exceeded by 6.0 business days
Assigned
Duration: 26.0 business days (threshold: 4.0 business hours)
Exceeded by 25.5 business days
Scheduled
Duration: 5.9 business days (threshold: 2.0 business days)
Exceeded by 3.9 business days
Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Closed
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.9 business hours

🔗 Related Artifacts

📞
Case 00513973
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Christopher Morning
Scheduled
Sep 22, 9:00 AM
Created
Jul 28, 10:46 AM
Invoice #
SM-241776

Work Details (5)

Name Type Status Qty Amount Date
WL-02944330 Labor Open 3.5 $0.00 Sep 22, 10:04 AM
WL-02944331 Travel Open 150 - Sep 22, 10:04 AM
WL-02944655 Labor Open 4.75 $3,222.40 Sep 22, 2:38 PM
WL-02944997 Labor Open 3.25 $0.00 Sep 22, 6:07 PM
WL-02944998 Travel Open 150 - Sep 22, 6:07 PM

Details