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WO-01300661 ↗ ServiceMax

Community Health Center CHC New Britain • Inspection • PSM

📍 CHC Brass City Charter School (10448-62-010) — 289 Willow Street, Waterbury CT, 06492

Sep 2, 2025 → Nov 20, 2025

✅ Completed
PSM
SLA Clock
Last business day of September 2025 · Target: Sep 30, 2025
✗ SLA Missed (34 biz days late)
Active: 55 biz days
🕐 Clock stopped: Completed (Nov 20, 2025)
▶ Clock Running
Status: Created
Sep 2 → Sep 2, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 2 → Sep 2, 2025
0 business days (counted)
Running total: 0 of ? biz days used
5d
▶ Clock Running
Status: Assigned
Sep 2 → Sep 9, 2025
5 business days (counted)
Running total: 5 of ? biz days used
37d
▶ Clock Running
Status: On Hold
Sep 9 → Oct 31, 2025
37 business days (counted)
Running total: 42 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Oct 31 → Nov 3, 2025
1 business day (counted)
Running total: 43 of ? biz days used
▶ Clock Running
Status: Assigned
Nov 3 → Nov 3, 2025
0 business days (counted)
Running total: 43 of ? biz days used
12d
▶ Clock Running
Status: Scheduled
Nov 3 → Nov 20, 2025
12 business days (counted)
Running total: 55 of ? biz days used
▶ Clock Running
Status: Tech On Site
Nov 20 → Nov 20, 2025
0 business days (counted)
Running total: 55 of ? biz days used
Created: Sep 2, 2025 Completed: Nov 20, 2025
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Sep 2 → Sep 2 Created ▶ Running 0 0
Sep 2 → Sep 2 Ready for Scheduling ▶ Running 0 0
Sep 2 → Sep 9 Assigned ▶ Running 5 5
Sep 9 → Oct 31 On Hold ▶ Running 37 42
Oct 31 → Nov 3 Ready for Scheduling ▶ Running 1 43
Nov 3 → Nov 3 Assigned ▶ Running 0 43
Nov 3 → Nov 20 Scheduled ▶ Running 12 55
Nov 20 → Nov 20 Tech On Site ▶ Running 0 55
Dispatch 0.0d
Holding 38.0d (excluded)
Coordinators 20.7d
Field Work 0.2d
✗ SLA Missed
Dispatch
0.0 days
Holding (excluded from total)
38.0 days
Coordinators
20.7 days
Over SLA
Field Work
0.2 days
Created: Sep 2, 2025 Due: Nov 17, 2025 Completed: Nov 20, 2025 (2 days late)
📅
55.9 days Total Age
⏱️
38.0d in On Hold Longest Stage
🔄
10 transitions Status Changes
⚠️
17.5d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00523659
eBiotrack - Automated New Inspection Created
Closed
Annual Equipment Electrical Safety Test And Calibration Service 25 pieces https://www.ebiotrack.com/inspection.php?iid=29801
Priority
Standard
Origin
Email
Reason
New Case
Contact
Chelsea Russell
Owner
Sherry Reich
Created
Sep 2, 2025
Work Orders from this Case (1)
WO-01300661 (current) Invoiced
Inspection • Mohamed Shareed
Created: Sep 2, 2025 • Closed: Nov 20, 2025
Completed with significant delays
Invoiced • 183 days old
🚨
Primary Delay 38.0 days stuck in "On Hold"
⏱️
Total Delay 17.5 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
2.5d / 1.0d SLA
Assigned
5.6d / 0.5d SLA
On Hold
38.0d
Scheduled
12.7d / 2.0d SLA
Tech On Site
0.2d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.8d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
11/3 KSmith -- Scheduled for 11/20 with Melissa

11/3 KSmith -- Sent email to schedule for 11/20

CONFIRMED


Scheduling ahead needed: Yes 

Certain day or time: The provider is onsite on Mon, Weds an Thurs let me know date an time I can let staff know.  

Confirmed contact information is correct: Yes 

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


10/31/2025 LHill-rec'd email from Melissa-The provider is onsite on Mon, Weds an Thurs let me know date an time I can let staff know. TY! See logged email.


10/31/2025 LHill-sent email to Melissa at thibeam@chc1.com to confirm contact & equipment.


10/31/2025 LHill-LM at (860)983-2990 for Melissa Thibeault to confirm contact & equipment.


10/31 SBerry: POC updated. WO moved to RFS

10/13 SBerry: Email sent to account POC requesting new site POC

9/9 KSmith -- Left VM to schedule inspection. Placing on hold due to no response and emails are invalid

9/8 KSmith -- Left VM and sent email to schedule for 10/14

9/3 KSmith -- Sent email to schedule for 10/15

9/2 KSmith -- Sent email to schedule for 10/16

🔧 Work Performed
Completed annual inspection. All work documented in ebiotrack S.O #: 370-17244-29801
🔍 Technician Findings
Completed annual inspection. All work documented in ebiotrack S.O #: 370-17244-29801
⚠️ Problem Description
Annual Equipment Electrical Safety Test And Calibration Service 25 pieces https://www.ebiotrack.com/inspection.php?iid=29801

Timeline

📞
Case Linked Sep 2, 7:00 AM
Case Number: 00523659
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Sep 2, 12:28 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
👷
▶
2 Technician Assigned Sep 2, 4:08 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 3h 39m
⚠️ 6.0 business days
⏸️
Status: On Hold by Kourtney Smith Sep 9, 8:39 AM
From: Assigned
To: On Hold
Duration in Previous: 6d 16h
🚨 38.0 business days
📅
Status: Ready for Scheduling by Scott Berry Oct 31, 11:16 AM
From: On Hold
To: Ready for Scheduling
Duration in Previous: 52d 2h
⏳ 2.0 business days
👷
▶
3 Technician Assigned Nov 3, 12:46 PM
Technician Assigned → Status: Assigned → Technician Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 3d 2h
👷
Technician Assigned by Kourtney Smith
Technician: a0h5A00000HDTDDQA5, Mohamed Shareed
🗓️
▶
2 Status: Scheduled Nov 3, 1:23 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-11-20T15:00:00.000+0000
🚨 12.0 business days
📅
Dispatch Scheduled by Kourtney Smith Nov 19, 10:49 AM
Scheduled For: 2025-11-20T15:30:00.000+0000
⏳ 2.0 business days
🔧
Status: Tech On Site by Mohamed Shareed Nov 20, 11:15 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 16d 21h
⏱️
3x Labor Added Nov 20, 12:34 PM
Type: Labor, Travel
Status: Open
Qty: 1.25, 46
✔️
▶
2 Status: Completed Nov 20, 12:41 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Mohamed Shareed
From: Completed
To: Closed
Duration in Previous: 2m
⏳ 2.0 business days
📄
Status: Ready to Bill by Diane Patton Nov 22, 2:32 PM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 2d 1h, 0m
⏳ 1.0 business days
🧾
Invoice Created Nov 24, 1:03 PM
Invoice Number: SM-247399

Bottlenecks

Assigned
Duration: 5.5 business days (threshold: 4.0 business hours)
Exceeded by 5.0 business days
Ready for Scheduling
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Scheduled
Duration: 12.7 business days (threshold: 2.0 business days)
Exceeded by 10.7 business days
Closed
Duration: 1.8 business days (threshold: 1.0 business days)
Exceeded by 6.3 business hours

🔗 Related Artifacts

📞
Case 00523659
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Mohamed Shareed
Scheduled
Nov 20, 10:30 AM
Created
Sep 2, 12:28 PM
Invoice #
SM-247399

Work Details (3)

Name Type Status Qty Amount Date
WL-03014700 Labor Open 1.25 $0.00 Nov 20, 12:34 PM
WL-03014701 Labor Open 1.25 $1,530.00 Nov 20, 12:34 PM
WL-03014702 Travel Open 46 - Nov 20, 12:34 PM

Details