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WO-01294781 ↗ ServiceMax

Oak Street Health • Inspection • PSM

📍 Oak Street Health - Enderly Park, NC — 3250 Freedom Drive, Charlotte NC, 28208

Jul 30, 2025 → Sep 24, 2025

✅ Completed
PSM
SLA Clock
Last business day of July 2025 · Target: Jul 31, 2025
✗ SLA Missed (37 biz days late)
Active: 39 biz days
🕐 Clock stopped: Completed (Sep 24, 2025)
▶ Clock Running
Status: Created
Jul 30 → Jul 30, 2025
0 business days (counted)
Running total: 0 of ? biz days used
6d
▶ Clock Running
Status: Ready for Scheduling
Jul 30 → Aug 7, 2025
6 business days (counted)
Running total: 6 of ? biz days used
26d
▶ Clock Running
Status: Assigned
Aug 7 → Sep 15, 2025
26 business days (counted)
Running total: 32 of ? biz days used
7d
▶ Clock Running
Status: Scheduled
Sep 15 → Sep 24, 2025
7 business days (counted)
Running total: 39 of ? biz days used
Created: Jul 30, 2025 Completed: Sep 24, 2025
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Jul 30 → Jul 30 Created ▶ Running 0 0
Jul 30 → Aug 7 Ready for Scheduling ▶ Running 6 6
Aug 7 → Sep 15 Assigned ▶ Running 26 32
Sep 15 → Sep 24 Scheduled ▶ Running 7 39
Dispatch 0.0d
Coordinators 42.0d
Field Work 0.0d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
42.0 days
Over SLA
Field Work
0.0 days
Billing
0.0 days
Created: Jul 30, 2025 Due: Sep 27, 2025 Completed: Sep 24, 2025 (3 days early)
📅
40.0 days Total Age
⏱️
27.0d in Assigned Longest Stage
🔄
7 transitions Status Changes
⚠️
38.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00514747
eBiotrack - Automated New Inspection Created
Closed
Inspection: Annual Equipment Electrical Safety Test And Calibration Service 93 pieces https://www.ebiotrack.com/inspection.php?iid=29020
Priority
Standard
Origin
Email
Reason
New Case
Contact
Maxine Graham
Owner
Leona Coonrod
Created
Jul 30, 2025
Work Orders from this Case (1)
WO-01294781 (current) Invoiced
Inspection • Eric Colon
Created: Jul 30, 2025 • Closed: Sep 24, 2025
Completed with significant delays
Invoiced • 217 days old
🚨
Primary Delay 27.0 days stuck in "Assigned"
⏱️
Total Delay 38.6 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
27.0d / 0.5d SLA
Scheduled
8.0d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.1d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

9/15 MOwens Maxine replied back that any day works. Emailed back to schedule the inspection for Wed. 9/24 from 9-5.

9/12 MOwens Sent email to Maxine about scheduling.

9/4 MOwens Called to speak to Maxine Graham. Went to vm. Left vm for Maxine to call back to schedule the inspection visit.

🔧 Work Performed
9/24/25- EColon- Arrived on-site, checked in with POC. Completed inspection on 119 items and archived 19 items. Inspection complete
🔍 Technician Findings
Inspection: Annual Equipment Electrical Safety Test And Calibration Service
⚠️ Problem Description
Inspection: Annual Equipment Electrical Safety Test And Calibration Service 93 pieces https://www.ebiotrack.com/inspection.php?iid=29020

Timeline

📞
Case Linked Jul 30, 7:00 AM
Case Number: 00514747
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Jul 30, 10:59 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 7, 11:01 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 8d 0h
🚨 27.0 business days
🗓️
▶
2 Status: Scheduled Sep 15, 8:49 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2025-09-24T13:00:00.000+0000
⚠️ 5.0 business days
📅
Dispatch Scheduled by Melissa Owens Sep 19, 3:40 PM
Scheduled For: 2025-09-24T15:30:00.000+0000
⏳ 4.0 business days
⏱️
▶
3 5x Labor Added Sep 24, 6:56 PM
5x Labor Added → Status: Completed → Status: Closed
✔️
Status: Completed by Eric Colon
From: Scheduled
To: Completed
Duration in Previous: 9d 10h
🏁
Status: Closed by Eric Colon
From: Completed
To: Closed
Duration in Previous: 1m
📄
▶
2 Status: Ready to Bill Sep 25, 2:18 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🧾
Invoice Created Sep 26, 1:39 PM
Invoice Number: SM-241966

Bottlenecks

Ready for Scheduling
Duration: 7.0 business days (threshold: 1.0 business days)
Exceeded by 6.0 business days
Assigned
Duration: 27.0 business days (threshold: 4.0 business hours)
Exceeded by 26.5 business days
Scheduled
Duration: 8.0 business days (threshold: 2.0 business days)
Exceeded by 6.0 business days
Closed
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 1.0 business hours

🔗 Related Artifacts

📞
Case 00514747
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Eric Colon
Scheduled
Sep 24, 11:30 AM
Created
Jul 30, 10:59 AM
Invoice #
SM-241966

Work Details (5)

Name Type Status Qty Amount Date
WL-02948140 Labor Open 0.5 $0.00 Sep 24, 6:56 PM
WL-02948141 Labor Open 5 $3,008.20 Sep 24, 6:56 PM
WL-02948142 Labor Open 2 $0.00 Sep 24, 6:56 PM
WL-02948143 Travel Open 11 - Sep 24, 6:56 PM
WL-02948144 Travel Open 99 - Sep 24, 6:56 PM

Details