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WO-01299839 ↗ ServiceMax

Oak Street Health • Inspection • PSM

📍 Oak Street Health - New Britain — 179 Columbus Blvd., New Britain CT, 06051

Aug 27, 2025 → Nov 18, 2025

✅ Completed
PSM
SLA Clock
Last business day of August 2025 · Target: Aug 29, 2025
✗ SLA Missed (53 biz days late)
Active: 56 biz days
🕐 Clock stopped: Completed (Nov 18, 2025)
▶ Clock Running
Status: Created
Aug 27 → Aug 27, 2025
0 business days (counted)
Running total: 0 of ? biz days used
17d
▶ Clock Running
Status: Ready for Scheduling
Aug 27 → Sep 22, 2025
17 business days (counted)
Running total: 17 of ? biz days used
▶ Clock Running
Status: On Hold
Sep 22 → Sep 25, 2025
3 business days (counted)
Running total: 20 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 25 → Oct 1, 2025
4 business days (counted)
Running total: 24 of ? biz days used
▶ Clock Running
Status: Assigned
Oct 1 → Oct 1, 2025
0 business days (counted)
Running total: 24 of ? biz days used
32d
▶ Clock Running
Status: Scheduled
Oct 1 → Nov 18, 2025
32 business days (counted)
Running total: 56 of ? biz days used
▶ Clock Running
Status: Tech On Site
Nov 18 → Nov 18, 2025
0 business days (counted)
Running total: 56 of ? biz days used
Created: Aug 27, 2025 Completed: Nov 18, 2025
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Aug 27 → Aug 27 Created ▶ Running 0 0
Aug 27 → Sep 22 Ready for Scheduling ▶ Running 17 17
Sep 22 → Sep 25 On Hold ▶ Running 3 20
Sep 25 → Oct 1 Ready for Scheduling ▶ Running 4 24
Oct 1 → Oct 1 Assigned ▶ Running 0 24
Oct 1 → Nov 18 Scheduled ▶ Running 32 56
Nov 18 → Nov 18 Tech On Site ▶ Running 0 56
Dispatch 0.0d
Holding 4.0d (excluded)
Coordinators 55.5d
Field Work 0.9d
Billing 7.7d
✗ SLA Missed
Dispatch
0.0 days
Holding (excluded from total)
4.0 days
Coordinators
55.5 days
Over SLA
Field Work
0.9 days
Billing
7.7 days
Over SLA
Created: Aug 27, 2025 Due: Nov 26, 2025 Completed: Nov 18, 2025 (8 days early)
📅
57.0 days Total Age
⏱️
32.6d in Scheduled Longest Stage
🔄
10 transitions Status Changes
⚠️
57.1d 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

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🎫
Case #00522436
eBiotrack - Automated New Inspection Created
Closed
Annual Equipment Electrical Safety Test And Calibration Service Equipment: 80 https://www.ebiotrack.com/inspection.php?iid=29585
Priority
Standard
Origin
Email
Reason
New Case
Contact
Amanda Sgro
Owner
Shelby Robinson
Created
Aug 27, 2025
Work Orders from this Case (1)
WO-01299839 (current) Invoiced
Inspection • Mohamed Shareed
Created: Aug 27, 2025 • Closed: Nov 18, 2025
Completed with significant delays
Invoiced • 189 days old
🚨
Primary Delay 32.6 days stuck in "Scheduled"
⏱️
Total Delay 57.1 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
22.7d / 1.0d SLA
On Hold
4.0d
Assigned
0.2d / 0.5d SLA
Scheduled
32.6d / 2.0d SLA
Tech On Site
0.9d / 1.0d SLA
Closed
2.1d / 1.0d SLA
Ready to Bill
5.1d / 1.0d SLA
Invoice Pending
2.6d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
10/1 KSmith -- Scheduled for 11/18 with Samantha

10/1 KSmith -- Sent email to schedule for 11/18

CONFIRMED


09/26/2025 LHill-

Scheduling ahead needed: Yes 

Certain day or time:Tuesdays would work best, anytime after 8am is perfectly fine.

Confirmed contact information is correct: Yes 

Anything additional needed for tech to gain access to the facility:  No


09/26/2025 LHill-rec'd email from Samantha Steinmark-

Please see the requested information below. If anything else is needed, please don't hesitate to reach out.


1. Tuesdays would work best, anytime after 8am is perfectly fine

2. The technician does not have to call prior to arriving

3. Nothing additional is needed to gain access to the building


Yes, I am the best point of contact within the office. The location is correct. The phone number is okay for now, once I receive my work phone I will provide that number.


9/26/2025 LHill-sent email to Samantha Steinmark at samantha.steinmark@oakstreethealth.com to confirm contact & equipment.


09/26/2025 LHill-LM at 203-808-5774 for Samantha Steinmark to confirm contact & equipment.


9/25 SBerry: POC updated; WO moved to RFS


09/22/2025 LHill-Placing the work order on hold and escalating to the account manager for contact confirmation. Attempting contact with 3 attempts with no response. 


09/22/2025 LHill-LM at 203-808-5774 for Amanda Sgro to confirm contact & equipment. 


09/19/2025 LHill-LM at 203-808-5774 for Amanda Sgro to confirm contact & equipment. 


09/16/2025 LHill-tried to send email to amanda.sgro@oakstreethealth.com but it would not go through.


09/16/2025 LHill-LM at 203-808-5774 for Amanda Sgro to confirm contact & equipment. 

 

🔧 Work Performed
Completed annual inspection. All work documented in ebiotrack S.O #: 256-22309-29585.
🔍 Technician Findings
Completed annual inspection. All work documented in ebiotrack S.O #: 256-22309-29585.
⚠️ Problem Description
Annual Equipment Electrical Safety Test And Calibration Service Equipment: 80 https://www.ebiotrack.com/inspection.php?iid=29585

Timeline

📞
Case Linked Aug 27, 7:00 AM
Case Number: 00522436
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Aug 27, 10:17 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Shelby Robinson
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
🚨 18.0 business days
⏸️
Status: On Hold by Laura Hill Sep 22, 12:08 PM
From: Ready for Scheduling
To: On Hold
Duration in Previous: 26d 1h
⏳ 4.0 business days
📅
Status: Ready for Scheduling by Scott Berry Sep 25, 2:40 PM
From: On Hold
To: Ready for Scheduling
Duration in Previous: 3d 2h
⚠️ 5.0 business days
👷
▶
2 Technician Assigned Oct 1, 1:24 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 5d 22h
🗓️
▶
2 Status: Scheduled Oct 1, 3:13 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-11-18T15:00:00.000+0000
🚨 33.0 business days
🔧
Status: Tech On Site by Mohamed Shareed Nov 18, 10:32 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 47d 20h
⏱️
▶
2 5x Labor Added Nov 18, 5:51 PM
5x Labor Added → Status: Completed
✔️
Status: Completed by Mohamed Shareed
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 7h 20m
⏳ 2.8 business days
📄
Status: Ready to Bill by Diane Patton Nov 20, 6:29 PM
From: Closed
To: Ready to Bill
Duration in Previous: 2d 0h
⚠️ 5.7 business days
📨
Status: Invoice Pending by Diane Patton Dec 1, 1:49 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 10d 19h
⏳ 3.0 business days
🧾
▶
2 Invoice Created Dec 3, 9:30 AM
Invoice Created → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1d 19h

Bottlenecks

Ready for Scheduling
Duration: 18.0 business days (threshold: 1.0 business days)
Exceeded by 17.0 business days
Ready for Scheduling
Duration: 4.7 business days (threshold: 1.0 business days)
Exceeded by 3.7 business days
Scheduled
Duration: 32.6 business days (threshold: 2.0 business days)
Exceeded by 30.6 business days
Closed
Duration: 2.1 business days (threshold: 1.0 business days)
Exceeded by 1.1 business days
Ready to Bill
Duration: 5.1 business days (threshold: 1.0 business days)
Exceeded by 4.1 business days
Invoice Pending
Duration: 2.6 business days (threshold: 2.0 business days)
Exceeded by 5.2 business hours

🔗 Related Artifacts

📞
Case 00522436
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Mohamed Shareed
Scheduled
Nov 18, 10:00 AM
Created
Aug 27, 10:17 AM
Invoice #
SM-247862

Work Details (5)

Name Type Status Qty Amount Date
WL-03011869 Labor Open 2.25 $0.00 Nov 18, 5:51 PM
WL-03011870 Labor Open 4 $2,127.60 Nov 18, 5:51 PM
WL-03011871 Labor Open 2 $0.00 Nov 18, 5:51 PM
WL-03011872 Travel Open 98 - Nov 18, 5:51 PM
WL-03011873 Travel Open 99 - Nov 18, 5:51 PM

Details