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WO-01298320 ↗ ServiceMax

Oak Street Health • Inspection • PSM

📍 Oak Street Health - Westown, OH — 10688 Lorain Ave, Cleveland OH, 44111

Aug 19, 2025 → Oct 7, 2025

✅ Completed
PSM
SLA Clock
Last business day of August 2025 · Target: Aug 29, 2025
✗ SLA Missed (26 biz days late)
Active: 35 biz days
🕐 Clock stopped: Completed (Oct 8, 2025)
▶ Clock Running
Status: Created
Aug 19 → Aug 19, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Aug 19 → Aug 19, 2025
0 business days (counted)
Running total: 0 of ? biz days used
33d
▶ Clock Running
Status: Scheduled
Aug 19 → Oct 6, 2025
33 business days (counted)
Running total: 33 of ? biz days used
▶ Clock Running
Status: Tech On Site
Oct 6 → Oct 7, 2025
1 business day (counted)
Running total: 34 of ? biz days used
▶ Clock Running
Status: Tech Off Site
Oct 7 → Oct 7, 2025
0 business days (counted)
Running total: 34 of ? biz days used
▶ Clock Running
Status: Tech On Site
Oct 7 → Oct 8, 2025
1 business day (counted)
Running total: 35 of ? biz days used
Created: Aug 19, 2025 Completed: Oct 8, 2025
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Aug 19 → Aug 19 Created ▶ Running 0 0
Aug 19 → Aug 19 Ready for Scheduling ▶ Running 0 0
Aug 19 → Oct 6 Scheduled ▶ Running 33 33
Oct 6 → Oct 7 Tech On Site ▶ Running 1 34
Oct 7 → Oct 7 Tech Off Site ▶ Running 0 34
Oct 7 → Oct 8 Tech On Site ▶ Running 1 35
Dispatch 0.0d
Coordinators 34.2d
Field Work 3.3d
Billing 16.6d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
34.2 days
Over SLA
Field Work
3.3 days
Over SLA
Billing
16.6 days
Over SLA
Created: Aug 19, 2025 Due: Oct 31, 2025 Completed: Oct 8, 2025 (23 days early)
📅
35.3 days Total Age
⏱️
34.0d in Scheduled Longest Stage
🔄
9 transitions Status Changes
⚠️
48.9d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
11 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 Jordan Moceri — scheduling delays attributed to technician, not coordinators
Visit 1 Oct 6, 2025
Visit 2 Oct 7, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00520060
eBiotrack - Automated New Inspection Created
Closed
Inspection: Annual Equipment Electrical Safety Test And Calibration Service Equip: 111 https://www.ebiotrack.com/inspection.php?iid=29417 >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> 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
Lucy Borrero
Owner
John Rolston
Created
Aug 19, 2025
Work Orders from this Case (1)
WO-01298320 (current) Invoiced
Inspection • Jordan Moceri
Created: Aug 19, 2025 • Closed: Oct 7, 2025
Completed with significant delays
Invoiced • 197 days old
🚨
Primary Delay 34.0 days stuck in "Scheduled"
⏱️
Total Delay 48.9 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
0.2d / 1.0d SLA
Scheduled
34.0d / 2.0d SLA
Tech On Site
3.3d / 1.0d SLA
Tech Off Site
0.0d / 2.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
16.6d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

8/19/2025 CRamen logged email confirming Monday 10/6/2025 with an arrival window between 9-11am.


8/19/2025 CRamen logged email requesting Monday 10/6/2025 with an arrival window between 9-11am. Placeholder set

🔧 Work Performed
performed inspection
🔍 Technician Findings
inspection needed
⚠️ Problem Description
Inspection: Annual Equipment Electrical Safety Test And Calibration Service Equip: 111 https://www.ebiotrack.com/inspection.php?iid=29417 >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Inspection Flag: This customer is VT/Full-Service. All parts orders and warranty inquires need to be handled by EMSAR.

Timeline

📞
Case Linked Aug 19, 7:00 AM
Case Number: 00520060
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Aug 19, 9:06 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
📅
▶
3 Dispatch Scheduled Aug 19, 10:30 AM
Dispatch Scheduled → Status: Scheduled → Technician Assigned
🗓️
Status: Scheduled by Charles Ramen
From: Ready for Scheduling
To: Scheduled
Duration in Previous: 1h 23m
👷
Technician Assigned by Charles Ramen
Technician: Jordan Moceri
🚨 34.0 business days
🔧
Status: Tech On Site by Jordan Moceri Oct 6, 10:23 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 47d 23h
🚗
Status: Tech Off Site by Jordan Moceri Oct 7, 9:29 AM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 23h 6m
🔧
Status: Tech On Site by Jordan Moceri Oct 7, 9:41 AM
From: Tech Off Site
To: Tech On Site
Duration in Previous: 12m
⏱️
7x Labor Added Oct 7, 10:24 AM
Type: Labor, Travel
Status: Open
Qty: 3.3833333333333, 3.8666666666667, 185
⏱️
▶
2 3x Labor Added Oct 7, 10:15 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Jordan Moceri
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 12h 34m, 0m
🔩
▶
2 Parts Added Oct 8, 3:07 PM
Parts Added → Status: Ready to Bill
📄
Status: Ready to Bill by Diane Patton
From: Closed
To: Ready to Bill
Duration in Previous: 16h 52m
🚨 17.0 business days
📨
Status: Invoice Pending by Diane Patton Oct 31, 3:55 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 23d 0h
💰
Status: Invoiced by Diane Patton Oct 31, 4:03 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 7m
⏳ 2.0 business days
🧾
Invoice Created Nov 3, 11:33 AM
Invoice Number: SM-245414

Bottlenecks

Scheduled
Duration: 34.0 business days (threshold: 2.0 business days)
Exceeded by 32.0 business days
Tech On Site
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Tech On Site
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.3 business hours
Ready to Bill
Duration: 16.6 business days (threshold: 1.0 business days)
Exceeded by 15.6 business days

🔗 Related Artifacts

📞
Case 00520060
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Jordan Moceri
Scheduled
Oct 6, 10:01 AM
Created
Aug 19, 9:06 AM
Invoice #
SM-245414

Work Details (11)

Name Type Status Qty Amount Date
WL-02961878 Labor Open 3.3833333333333 $0.00 Oct 7, 10:24 AM
WL-02961879 Labor Open 3.8666666666667 $0.00 Oct 7, 10:24 AM
WL-02961880 Labor Open 3 $0.00 Oct 7, 10:24 AM
WL-02961881 Travel Open 185 - Oct 7, 10:24 AM
WL-02961882 Travel Open 185 - Oct 7, 10:24 AM
WL-02961883 Travel Open 185 - Oct 7, 10:24 AM
WL-02961884 Travel Open 185 - Oct 7, 10:24 AM
WL-02962823 Labor Open 3.1833333333333 $0.00 Oct 7, 10:15 PM
WL-02962824 Labor Open 4.3166666666667 $3,055.80 Oct 7, 10:15 PM
WL-02962825 Labor Open 3 $0.00 Oct 7, 10:15 PM
WL-02963590 Parts Open 1 $283.50 Oct 8, 3:07 PM

Details