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WO-01302063 ↗ ServiceMax

Carelon • Inspection • PSM

📍 Carelon - NV-Henderson — 100 N. Green Valley Pkwy, Suite 220, Henderson NV, 89074-7704

Sep 5, 2025 → Sep 26, 2025

✅ Completed
PSM
SLA Clock
Last business day of September 2025 · Target: Sep 30, 2025
✓ SLA Met (2 biz days early)
Active: 15 biz days
🕐 Clock stopped: Tech Off Site (Sep 26, 2025)
▶ Clock Running
Status: Created
Sep 5 → Sep 5, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 5 → Sep 5, 2025
0 business days (counted)
Running total: 0 of ? biz days used
11d
▶ Clock Running
Status: Assigned
Sep 5 → Sep 22, 2025
11 business days (counted)
Running total: 11 of ? biz days used
3d
▶ Clock Running
Status: Scheduled
Sep 22 → Sep 25, 2025
3 business days (counted)
Running total: 14 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 25 → Sep 26, 2025
1 business day (counted)
Running total: 15 of ? biz days used
Created: Sep 5, 2025 Tech Off Site: Sep 26, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Sep 5 → Sep 5 Created ▶ Running 0 0
Sep 5 → Sep 5 Ready for Scheduling ▶ Running 0 0
Sep 5 → Sep 22 Assigned ▶ Running 11 11
Sep 22 → Sep 25 Scheduled ▶ Running 3 14
Sep 25 → Sep 26 Tech On Site ▶ Running 1 15
Dispatch 0.0d
Coordinators 15.4d
Field Work 1.5d
Billing 0.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
15.4 days
Over SLA
Field Work
1.5 days
Over SLA
Billing
0.0 days
Created: Sep 5, 2025 Due: Oct 6, 2025 Completed: Sep 26, 2025 (10 days early)
📅
14.9 days Total Age
⏱️
11.4d in Assigned Longest Stage
🔄
8 transitions Status Changes
⚠️
14.4d 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 #00524963
eBiotrack - New Inspection Created
Closed
Initial Annual Inspection Service https://www.ebiotrack.com/inspection.php?iid=29868
Priority
Standard
Origin
Email
Reason
New Case
Contact
Jennifer Spoon
Owner
Sherry Reich
Created
Sep 5, 2025
Work Orders from this Case (1)
WO-01302063 (current) Invoiced
Inspection • Michael Russell
Created: Sep 5, 2025 • Closed: Sep 26, 2025
Completed with significant delays
Invoiced • 180 days old
🚨
Primary Delay 11.4 days stuck in "Assigned"
⏱️
Total Delay 14.4 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
0.0d / 1.0d SLA
Assigned
11.4d / 0.5d SLA
Scheduled
4.0d / 2.0d SLA
Tech On Site
1.5d / 1.0d SLA
Tech Off Site
0.0d / 2.0d SLA
Closed
2.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

9-22 Mburris called site and set with POC

🔧 Work Performed
COMPLETED INSPECTION 46 DEVICES
🔍 Technician Findings
INSPECTION
⚠️ Problem Description
Initial Annual Inspection Service https://www.ebiotrack.com/inspection.php?iid=29868

Timeline

📞
Case Linked Sep 5, 3:36 PM
Case Number: 00524963
Subject: eBiotrack - New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Sep 5, 4:56 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 5, 5:04 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 7m
🚨 11.9 business days
🗓️
▶
2 Status: Scheduled Sep 22, 11:40 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-09-25T16:00:00.000+0000
⏳ 4.0 business days
🔧
Status: Tech On Site by Michael Russell Sep 25, 12:02 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 3d 0h
⏱️
Labor Added Sep 25, 6:10 PM
Type: Labor
Status: Open
Qty: 1
🚗
▶
3 Status: Tech Off Site Sep 26, 12:24 AM
Status: Tech Off Site → 2x Labor Added → Status: Completed
⏱️
2x Labor Added
Type: Labor
Status: Open
Qty: 6, 1
✔️
Status: Completed by Michael Russell
From: Tech Off Site, Completed
To: Completed, Closed
Duration in Previous: 1m, 0m
⏳ 2.0 business days
📄
▶
2 Status: Ready to Bill Sep 29, 10:28 AM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 3m
⏳ 2.0 business days
🧾
Invoice Created Sep 30, 9:29 PM
Invoice Number: SM-242279

Bottlenecks

Assigned
Duration: 11.4 business days (threshold: 4.0 business hours)
Exceeded by 10.9 business days
Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Tech On Site
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 4.4 business hours
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00524963
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
N/A
Technician
Michael Russell
Scheduled
Sep 25, 12:00 PM
Created
Sep 5, 4:56 PM
Invoice #
SM-242279

Work Details (3)

Name Type Status Qty Amount Date
WL-02949637 Labor Open 1 $0.00 Sep 25, 6:10 PM
WL-02950330 Labor Open 6 $1,955.00 Sep 26, 12:25 AM
WL-02950331 Labor Open 1 $0.00 Sep 26, 12:25 AM

Details