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WO-01299954 ↗ ServiceMax

ConvenientMD Urgent Care- Corporate • Inspection • PSM

📍 ConvenientMD Urgent Care - Hudson — 256 Washington St, Unit 2, Hudson MA, 01749

Aug 27, 2025 → Oct 2, 2025

✅ Completed
PSM
SLA Clock
Last business day of August 2025 · Target: Aug 29, 2025
✗ SLA Missed (23 biz days late)
Active: 26 biz days
🕐 Clock stopped: Completed (Oct 3, 2025)
▶ Clock Running
Status: Created
Aug 27 → Aug 27, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Aug 27 → Aug 28, 2025
1 business day (counted)
Running total: 1 of ? biz days used
▶ Clock Running
Status: Assigned
Aug 28 → Aug 28, 2025
0 business days (counted)
Running total: 1 of ? biz days used
12d
▶ Clock Running
Status: Scheduled
Aug 28 → Sep 16, 2025
12 business days (counted)
Running total: 13 of ? biz days used
▶ Clock Running
Status: Entered
Sep 16 → Sep 16, 2025
0 business days (counted)
Running total: 13 of ? biz days used
▶ Clock Running
Status: Assigned
Sep 16 → Sep 16, 2025
0 business days (counted)
Running total: 13 of ? biz days used
13d
▶ Clock Running
Status: Scheduled
Sep 16 → Oct 3, 2025
13 business days (counted)
Running total: 26 of ? biz days used
Created: Aug 27, 2025 Completed: Oct 3, 2025
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Aug 27 → Aug 27 Created ▶ Running 0 0
Aug 27 → Aug 28 Ready for Scheduling ▶ Running 1 1
Aug 28 → Aug 28 Assigned ▶ Running 0 1
Aug 28 → Sep 16 Scheduled ▶ Running 12 13
Sep 16 → Sep 16 Entered ▶ Running 0 13
Sep 16 → Sep 16 Assigned ▶ Running 0 13
Sep 16 → Oct 3 Scheduled ▶ Running 13 26
Dispatch 0.0d
Coordinators 27.5d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
27.5 days
Over SLA
Billing
0.0 days
Created: Aug 27, 2025 Due: Oct 2, 2025 Completed: Oct 3, 2025 (on time)
📅
25.6 days Total Age
⏱️
13.0d in Scheduled Longest Stage
🔄
7 transitions Status Changes
⚠️
23.5d 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 #00522587
eBiotrack - New Inspection Created
Closed
Initial Annual Inspection Service Customer requests inspection for September 18th or 19th if at all possible https://www.ebiotrack.com/inspection.php?iid=29601
Priority
Standard
Origin
Email
Reason
New Case
Contact
Ashley Gonzales
Owner
Sherry Reich
Created
Aug 27, 2025
Work Orders from this Case (1)
WO-01299954 (current) Invoiced
Inspection • Nick O'Neill
Created: Aug 27, 2025 • Closed: Oct 2, 2025
Completed with significant delays
Invoiced • 189 days old
🚨
Primary Delay 13.0 days stuck in "Scheduled"
⏱️
Total Delay 23.5 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
1.5d / 1.0d SLA
Scheduled
26.0d / 2.0d SLA
Assigned
0.0d / 0.5d SLA
Closed
2.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
9/16 KSmith -- Ashley requested we reschedule the inspection. Rescheduled for 10/2

8/28 KSmith -- Scheduled for 9/19 per customer request

🔧 Work Performed
No PM Kits for M9 Were Installed for this Inspection Initial Annual Inspection Service
🔍 Technician Findings
Initial Annual Inspection Service
⚠️ Problem Description
Initial Annual Inspection Service Customer requests inspection for September 18th or 19th if at all possible https://www.ebiotrack.com/inspection.php?iid=29601

Timeline

📞
Case Linked Aug 27, 12:08 PM
Case Number: 00522587
Subject: eBiotrack - New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Aug 27, 3:57 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
3 Technician Assigned Aug 28, 10:10 AM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 18h 12m, 0m
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-09-19T13:00:00.000+0000
🚨 13.0 business days
🆕
▶
4 Status: Entered Sep 16, 12:43 PM
Status: Entered → Technician Assigned → Status: Scheduled → Dispatch Scheduled
👷
Technician Assigned by Kourtney Smith
Technician: Nick O'Neill
🗓️
Status: Scheduled by Kourtney Smith
From: Assigned
To: Scheduled
Duration in Previous: 1m
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-10-02T17:30:00.000+0000
⚠️ 8.0 business days
📅
Dispatch Scheduled by Kourtney Smith Sep 25, 9:32 AM
Scheduled For: 2025-10-02T13:30:00.000+0000
📅
Dispatch Scheduled by Kourtney Smith Sep 25, 11:08 AM
Scheduled For: 2025-10-02T04:30:00.000+0000, 2025-10-02T16:30:00.000+0000
⚠️ 6.0 business days
⏱️
▶
2 3x Labor Added Oct 2, 8:45 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Nick O'Neill
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 16d 8h, 0m
⏳ 2.4 business days
📄
▶
2 Status: Ready to Bill Oct 6, 11:04 AM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⏳ 2.0 business days
🧾
Invoice Created Oct 7, 3:27 PM
Invoice Number: SM-242966

Bottlenecks

Ready for Scheduling
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 4.0 business hours
Scheduled
Duration: 13.0 business days (threshold: 2.0 business days)
Exceeded by 11.0 business days
Scheduled
Duration: 13.0 business days (threshold: 2.0 business days)
Exceeded by 11.0 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00522587
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Nick O'Neill
Scheduled
Oct 2, 12:30 PM
Created
Aug 27, 3:57 PM
Invoice #
SM-242966

Work Details (3)

Name Type Status Qty Amount Date
WL-02958432 Labor Open 1 $0.00 Oct 2, 8:45 PM
WL-02958433 Labor Open 2.5 $1,295.00 Oct 2, 8:45 PM
WL-02958434 Labor Open 1.5 $0.00 Oct 2, 8:45 PM

Details