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WO-01298164 ↗ ServiceMax

DMC Primary Care New Hampshire • Inspection • PSM

📍 DMC at Windham — 49 Range Road, NH 111A, Suite 104, Windham NH, 03087

Aug 18, 2025 → Sep 24, 2025

✅ Completed
PSM
SLA Clock
Last business day of August 2025 · Target: Aug 29, 2025
✗ SLA Missed (16 biz days late)
Active: 26 biz days
🕐 Clock stopped: Completed (Sep 24, 2025)
▶ Clock Running
Status: Created
Aug 18 → Aug 18, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Aug 18 → Aug 18, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Aug 18 → Aug 18, 2025
0 business days (counted)
Running total: 0 of ? biz days used
5d
▶ Clock Running
Status: Scheduled
Aug 18 → Aug 25, 2025
5 business days (counted)
Running total: 5 of ? biz days used
▶ Clock Running
Status: Entered
Aug 25 → Aug 25, 2025
0 business days (counted)
Running total: 5 of ? biz days used
▶ Clock Running
Status: Assigned
Aug 25 → Aug 25, 2025
0 business days (counted)
Running total: 5 of ? biz days used
17d
▶ Clock Running
Status: Scheduled
Aug 25 → Sep 18, 2025
17 business days (counted)
Running total: 22 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 18 → Sep 19, 2025
1 business day (counted)
Running total: 23 of ? biz days used
▶ Clock Running
Status: Entered
Sep 19 → Sep 19, 2025
0 business days (counted)
Running total: 23 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 19 → Sep 19, 2025
0 business days (counted)
Running total: 23 of ? biz days used
▶ Clock Running
Status: Assigned
Sep 19 → Sep 19, 2025
0 business days (counted)
Running total: 23 of ? biz days used
3d
▶ Clock Running
Status: Scheduled
Sep 19 → Sep 24, 2025
3 business days (counted)
Running total: 26 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 24 → Sep 24, 2025
0 business days (counted)
Running total: 26 of ? biz days used
Created: Aug 18, 2025 Completed: Sep 24, 2025
Show SLA Clock Detail (13 periods)
Period Status Clock Biz Days Running Total
Aug 18 → Aug 18 Created ▶ Running 0 0
Aug 18 → Aug 18 Ready for Scheduling ▶ Running 0 0
Aug 18 → Aug 18 Assigned ▶ Running 0 0
Aug 18 → Aug 25 Scheduled ▶ Running 5 5
Aug 25 → Aug 25 Entered ▶ Running 0 5
Aug 25 → Aug 25 Assigned ▶ Running 0 5
Aug 25 → Sep 18 Scheduled ▶ Running 17 22
Sep 18 → Sep 19 Tech On Site ▶ Running 1 23
Sep 19 → Sep 19 Entered ▶ Running 0 23
Sep 19 → Sep 19 Ready for Scheduling ▶ Running 0 23
Sep 19 → Sep 19 Assigned ▶ Running 0 23
Sep 19 → Sep 24 Scheduled ▶ Running 3 26
Sep 24 → Sep 24 Tech On Site ▶ Running 0 26
Dispatch 0.0d
Coordinators 28.2d
Field Work 2.8d
Billing 1.4d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
28.2 days
Over SLA
Field Work
2.8 days
Over SLA
Billing
1.4 days
Created: Aug 18, 2025 Due: Sep 18, 2025 Completed: Sep 24, 2025 (5 days late)
📅
27.0 days Total Age
⏱️
18.0d in Scheduled Longest Stage
🔄
13 transitions Status Changes
⚠️
22.4d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
12 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 James Duff — scheduling delays attributed to technician, not coordinators
Visit 1 Sep 18, 2025
Visit 2 Sep 24, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00519778
eBiotrack - New Inspection Created
Closed
Initial Annual Inspection Service https://www.ebiotrack.com/inspection.php?iid=29401
Priority
Standard
Origin
Email
Reason
New Case
Contact
Lisa Rocheford
Owner
Sherry Reich
Created
Aug 18, 2025
Work Orders from this Case (1)
WO-01298164 (current) Invoiced
Inspection • James Duff
Created: Aug 18, 2025 • Closed: Sep 24, 2025
Completed with significant delays
Invoiced • 198 days old
🚨
Primary Delay 18.0 days stuck in "Scheduled"
⏱️
Total Delay 22.4 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
0.8d / 1.0d SLA
Assigned
0.3d / 0.5d SLA
Scheduled
27.1d / 2.0d SLA
Tech On Site
2.7d / 1.0d SLA
Completed
0.1d / 1.0d SLA
Closed
1.4d / 1.0d SLA
Billing Review
1.4d / 2.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

9/25/25 NSuarez chattered AM asking if Travel is being charged or not for inspection since SMC dosn' have a travel for inspection.

9/19 KSmith -- Rescheduled with Lisa for 9/24

9/19 KSmith -- Need to reassign to another FSE to finish inspection. Approx 60 pieces left per Joey

9/8 KSmith -- In Windham it is a similar set up but has 2 scales. We have 3 electric BP machines. And emergency lights in each room, hallways etc which I would say total 16. Again, I am not sure if those would be in your scope or just “equipment”. 

8/18 KSmith -- Scheduled for 9/18 with Lisa. Address is 49 Range Road, Windham

8/18 KSmith -- Sent email to schedule for 9/18

🔧 Work Performed
Inspected 59 pieces of equipment. Still have entire other side that needs to be inspected, most likely 50-60 pieces. Someone will have to make another trip out here, this is a 2 sided location and would take a full day to complete. 09/24/2025 - JWD Completed the other half of the initial inspection with a total of 66 completed and combined with the first visit of 50 with a total of 125. Notified POC of the count and went over the inventory list for suggestions.
🔍 Technician Findings
Initial Annual Equipment Electrical Safety Test And Calibration Service.
⚠️ Problem Description
Initial Annual Inspection Service https://www.ebiotrack.com/inspection.php?iid=29401

Timeline

📞
Case Linked Aug 18, 11:33 AM
Case Number: 00519778
Subject: eBiotrack - New Inspection Created
Status: Closed
📋
2 Work Order Created Aug 18, 11:51 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
2 Technician Assigned Aug 18, 1:19 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1h 26m
🗓️
2 Status: Scheduled Aug 18, 3:42 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-09-18T13:30:00.000+0000
⚠️ 6.0 business days
🆕
3 Status: Entered Aug 25, 10:53 AM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kourtney Smith
Technician: Joseph Anderson
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-09-18T13:00:00.000+0000
⚠️ 6.0 business days
📅
Dispatch Scheduled by Kourtney Smith Sep 2, 1:04 PM
Scheduled For: 2025-09-18T15:00:00.000+0000
🚨 13.0 business days
🔧
Status: Tech On Site by Joseph Anderson Sep 18, 1:07 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 24d 2h
⏱️
4x Labor Added Sep 18, 4:35 PM
Type: Labor, Travel, Expenses
Status: Open
Qty: 2.3333333333333, 139, 74
⏱️
2x Labor Added Sep 18, 8:28 PM
Type: Labor
Status: Open
Qty: 3.6666666666667, 2.1833333333333
🆕
Status: Entered by Kourtney Smith Sep 19, 10:22 AM
From: Tech On Site, Entered
To: Entered, Ready for Scheduling
Duration in Previous: 21h 15m, 0m
👷
3 Technician Assigned Sep 19, 3:10 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 4h 47m, 0m
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-09-24T13:00:00.000+0000
4.0 business days
🔧
Status: Tech On Site by James Duff Sep 24, 9:22 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 18h
⏱️
2 3x Labor Added Sep 24, 2:04 PM
3x Labor Added → Expenses Added
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
⏱️
2x Labor Added Sep 24, 4:05 PM
Type: Labor
Status: Open
Qty: 6.75, 2
✔️
Status: Completed by James Duff Sep 24, 4:10 PM
From: Tech On Site
To: Completed
Duration in Previous: 6h 48m
🏁
Status: Closed by James Duff Sep 24, 4:37 PM
From: Completed
To: Closed
Duration in Previous: 26m
💵
Status: Billing Review by Nancy Suarez Sep 25, 4:27 PM
From: Closed
To: Billing Review
Duration in Previous: 23h 50m
📄
2 Status: Ready to Bill Sep 26, 2:12 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🚨 35.0 business days
🧾
Invoice Created Nov 17, 9:00 AM
Invoice Number: SM-242238

Bottlenecks

Scheduled
Duration: 5.5 business days (threshold: 2.0 business days)
Exceeded by 3.5 business days
Scheduled
Duration: 18.0 business days (threshold: 2.0 business days)
Exceeded by 16.0 business days
Tech On Site
Duration: 1.9 business days (threshold: 1.0 business days)
Exceeded by 6.9 business hours
Scheduled
Duration: 3.6 business days (threshold: 2.0 business days)
Exceeded by 1.6 business days
Closed
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.4 business hours

🔗 Related Artifacts

📞
Case 00519778
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
N/A
Technician
James Duff
Scheduled
Sep 24, 9:00 AM
Created
Aug 18, 11:51 AM
Invoice #
SM-242238

Work Details (12)

Name Type Status Qty Amount Date
WL-02941174 Labor Open 2.3333333333333 $0.00 Sep 18, 4:35 PM
WL-02941175 Travel Open 139 $0.00 Sep 18, 4:35 PM
WL-02941176 Travel Open 74 $0.00 Sep 18, 4:35 PM
WL-02941177 Expenses Open 1 $0.00 Sep 18, 4:35 PM
WL-02941633 Labor Open 3.6666666666667 $0.00 Sep 18, 8:28 PM
WL-02941634 Labor Open 2.1833333333333 $0.00 Sep 18, 8:28 PM
WL-02947562 Labor Open 1.75 $0.00 Sep 24, 2:04 PM
WL-02947577 Travel Open 65 $0.00 Sep 24, 2:05 PM
WL-02947578 Travel Open 65 $0.00 Sep 24, 2:05 PM
WL-02947580 Expenses Open 1 $0.00 Sep 24, 2:05 PM
WL-02947813 Labor Open 6.75 $3,758.70 Sep 24, 4:05 PM
WL-02947814 Labor Open 2 $0.00 Sep 24, 4:05 PM

Details