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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01295563 ↗ ServiceMax

Dr. Beth Hardiman • Inspection • PSM

📍 Dr. Beth Hardiman — 300 Mount Auburn St Suite 507, Cambridge MA, 02138

Aug 4, 2025 → Oct 1, 2025

✅ Completed
PSM
SLA Clock
Last business day of August 2025 · Target: Aug 29, 2025
✗ SLA Missed (21 biz days late)
Active: 41 biz days
🕐 Clock stopped: Completed (Oct 1, 2025)
▶ Clock Running
Status: Created
Aug 4 → Aug 4, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Aug 4 → Aug 6, 2025
2 business days (counted)
Running total: 2 of ? biz days used
4d
▶ Clock Running
Status: Assigned
Aug 6 → Aug 12, 2025
4 business days (counted)
Running total: 6 of ? biz days used
9d
▶ Clock Running
Status: Scheduled
Aug 12 → Aug 25, 2025
9 business days (counted)
Running total: 15 of ? biz days used
▶ Clock Running
Status: Entered
Aug 25 → Aug 25, 2025
0 business days (counted)
Running total: 15 of ? biz days used
▶ Clock Running
Status: Assigned
Aug 25 → Aug 25, 2025
0 business days (counted)
Running total: 15 of ? biz days used
20d
▶ Clock Running
Status: Scheduled
Aug 25 → Sep 23, 2025
20 business days (counted)
Running total: 35 of ? biz days used
▶ Clock Running
Status: Entered
Sep 23 → Sep 23, 2025
0 business days (counted)
Running total: 35 of ? biz days used
▶ Clock Running
Status: Assigned
Sep 23 → Sep 23, 2025
0 business days (counted)
Running total: 35 of ? biz days used
6d
▶ Clock Running
Status: Scheduled
Sep 23 → Oct 1, 2025
6 business days (counted)
Running total: 41 of ? biz days used
Created: Aug 4, 2025 Completed: Oct 1, 2025
Show SLA Clock Detail (10 periods)
Period Status Clock Biz Days Running Total
Aug 4 → Aug 4 Created ▶ Running 0 0
Aug 4 → Aug 6 Ready for Scheduling ▶ Running 2 2
Aug 6 → Aug 12 Assigned ▶ Running 4 6
Aug 12 → Aug 25 Scheduled ▶ Running 9 15
Aug 25 → Aug 25 Entered ▶ Running 0 15
Aug 25 → Aug 25 Assigned ▶ Running 0 15
Aug 25 → Sep 23 Scheduled ▶ Running 20 35
Sep 23 → Sep 23 Entered ▶ Running 0 35
Sep 23 → Sep 23 Assigned ▶ Running 0 35
Sep 23 → Oct 1 Scheduled ▶ Running 6 41
Dispatch 0.0d
Coordinators 44.9d
Field Work 0.0d
Billing 4.9d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
44.9 days
Over SLA
Field Work
0.0 days
Billing
4.9 days
Over SLA
Created: Aug 4, 2025 Due: Oct 31, 2025 Completed: Oct 1, 2025 (30 days early)
📅
42.0 days Total Age
⏱️
20.8d in Scheduled Longest Stage
🔄
11 transitions Status Changes
⚠️
43.3d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00515927
eBiotrack - Automated New Inspection Created
Closed
Inspection: Annual Equipment Electrical Safety Test And Calibration Service 2 pcs https://www.ebiotrack.com/inspection.php?iid=29125
Priority
Standard
Origin
Email
Reason
New Case
Contact
Josaphina Pena
Owner
Jessica Sells
Created
Aug 4, 2025
Work Orders from this Case (1)
WO-01295563 (current) Invoiced
Inspection • Yves Dessin
Created: Aug 4, 2025 • Closed: Oct 1, 2025
Completed with significant delays
Invoiced • 212 days old
🚨
Primary Delay 20.8 days stuck in "Scheduled"
⏱️
Total Delay 43.3 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
3.0d / 1.0d SLA
Assigned
4.5d / 0.5d SLA
Scheduled
37.4d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Ready to Bill
4.9d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
8/12 KSmith -- Scheduled for 10/1 with Josaphina. 8-10am

8/11 KSmith -- Sent email to schedule for 10/1

8/6 KSmith -- Sent email to schedule for 10/1

🔧 Work Performed
Arrived on site Inspected 3 devices All 3 passed
🔍 Technician Findings
Arrived on site Inspected 3 devices All 3 passed
⚠️ Problem Description
Inspection: Annual Equipment Electrical Safety Test And Calibration Service 2 pcs https://www.ebiotrack.com/inspection.php?iid=29125

Timeline

📞
Case Linked Aug 4, 7:00 AM
Case Number: 00515927
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Aug 4, 10:09 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
⏳ 3.0 business days
👷
▶
2 Status: Assigned Aug 6, 3:42 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Kourtney Smith
Technician: Patrick Charles
⚠️ 5.0 business days
🗓️
▶
2 Status: Scheduled Aug 12, 11:44 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-10-01T13:00:00.000+0000
🚨 10.0 business days
🆕
▶
3 Status: Entered Aug 25, 1:30 PM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kourtney Smith
Technician: David Cavaco
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-10-01T13:00:00.000+0000
🚨 21.0 business days
🆕
▶
4 Status: Entered Sep 23, 3:29 PM
Status: Entered → Technician Assigned → Status: Scheduled → Dispatch Scheduled
👷
Technician Assigned by Kourtney Smith
Technician: Yves Dessin
🗓️
Status: Scheduled by Kourtney Smith
From: Assigned
To: Scheduled
Duration in Previous: 1m
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-10-01T13:00:00.000+0000
⏳ 2.0 business days
📅
Dispatch Scheduled by Kourtney Smith Sep 24, 4:44 PM
Scheduled For: 2025-10-01T12:30:00.000+0000
⚠️ 5.9 business days
⏱️
▶
3 3x Labor Added Oct 1, 9:17 AM
3x Labor Added → Status: Completed → Status: Closed
✔️
Status: Completed by Yves Dessin
From: Scheduled
To: Completed
Duration in Previous: 7d 17h
🏁
Status: Closed by Yves Dessin
From: Completed
To: Closed
Duration in Previous: 1m
⏳ 3.0 business days
📄
Status: Ready to Bill by Diane Patton Oct 3, 12:31 PM
From: Closed
To: Ready to Bill
Duration in Previous: 2d 3h
⚠️ 5.0 business days
📨
▶
2 Status: Invoice Pending Oct 9, 9:38 AM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⏳ 2.0 business days
🧾
Invoice Created Oct 10, 10:42 AM
Invoice Number: SM-243228

Bottlenecks

Ready for Scheduling
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Assigned
Duration: 4.5 business days (threshold: 4.0 business hours)
Exceeded by 4.0 business days
Scheduled
Duration: 10.0 business days (threshold: 2.0 business days)
Exceeded by 8.0 business days
Scheduled
Duration: 20.8 business days (threshold: 2.0 business days)
Exceeded by 18.8 business days
Scheduled
Duration: 6.6 business days (threshold: 2.0 business days)
Exceeded by 4.6 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Ready to Bill
Duration: 4.9 business days (threshold: 1.0 business days)
Exceeded by 3.9 business days

🔗 Related Artifacts

📞
Case 00515927
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Yves Dessin
Scheduled
Oct 1, 8:30 AM
Created
Aug 4, 10:09 AM
Invoice #
SM-243228

Work Details (3)

Name Type Status Qty Amount Date
WL-02955838 Labor Open 0.75 $0.00 Oct 1, 9:17 AM
WL-02955839 Labor Open 0.5 $149.00 Oct 1, 9:17 AM
WL-02955840 Labor Open 1 $149.00 Oct 1, 9:17 AM

Details