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WO-01303109 ↗ ServiceMax

CenterWell (Humana) • Inspection • PSM

📍 Centerwell - Tidewater — 7525 Tidewater Dr. Suite 19, Norfolk VA, 23505

Sep 8, 2025 → Nov 21, 2025

✅ Completed
PSM
SLA Clock
Last business day of September 2025 · Target: Sep 30, 2025
✗ SLA Missed (35 biz days late)
Active: 52 biz days
🕐 Clock stopped: Completed (Nov 21, 2025)
▶ Clock Running
Status: Created
Sep 8 → Sep 8, 2025
0 business days (counted)
Running total: 0 of ? biz days used
11d
▶ Clock Running
Status: Ready for Scheduling
Sep 8 → Sep 23, 2025
11 business days (counted)
Running total: 11 of ? biz days used
35d
▶ Clock Running
Status: Assigned
Sep 23 → Nov 13, 2025
35 business days (counted)
Running total: 46 of ? biz days used
6d
▶ Clock Running
Status: Scheduled
Nov 13 → Nov 21, 2025
6 business days (counted)
Running total: 52 of ? biz days used
▶ Clock Running
Status: Tech On Site
Nov 21 → Nov 21, 2025
0 business days (counted)
Running total: 52 of ? biz days used
Created: Sep 8, 2025 Completed: Nov 21, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Sep 8 → Sep 8 Created ▶ Running 0 0
Sep 8 → Sep 23 Ready for Scheduling ▶ Running 11 11
Sep 23 → Nov 13 Assigned ▶ Running 35 46
Nov 13 → Nov 21 Scheduled ▶ Running 6 52
Nov 21 → Nov 21 Tech On Site ▶ Running 0 52
Dispatch 0.0d
Coordinators 54.8d
Field Work 0.7d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
54.8 days
Over SLA
Field Work
0.7 days
Billing
0.0 days
Created: Sep 8, 2025 Due: Nov 28, 2025 Completed: Nov 21, 2025 (7 days early)
📅
53.0 days Total Age
⏱️
35.8d in Assigned Longest Stage
🔄
8 transitions Status Changes
⚠️
51.7d 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

Open in Salesforce →
🎫
Case #00525122
eBiotrack - Automated New Inspection Created
Closed
Inspection: Annual Equipment Electrical Safety Test And Calibration Service Equip: 38 https://www.ebiotrack.com/inspection.php?iid=29912
Priority
Standard
Origin
Email
Reason
New Case
Contact
Shawn Buckon
Owner
John Rolston
Created
Sep 8, 2025
Work Orders from this Case (1)
WO-01303109 (current) Invoiced
Inspection • Christopher Morning
Created: Sep 8, 2025 • Closed: Nov 21, 2025
Completed with significant delays
Invoiced • 177 days old
🚨
Primary Delay 35.8 days stuck in "Assigned"
⏱️
Total Delay 51.7 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
12.0d / 1.0d SLA
Assigned
35.8d / 0.5d SLA
Scheduled
7.0d / 2.0d SLA
Tech On Site
0.2d / 1.0d SLA
Completed
0.4d / 1.0d SLA
Closed
1.4d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/13 MOwens Called and spoke to center adminstrator Nyasia Midgette at Hampton Va location and told he I wanted to schedule this inspection visit for Friday 11/21 with arrival between 11/12. she said she would let Liz know.

10/14 MOwens Per Liz Steinbrucker, Shawn is no longer working at this location. Reach out to Liz to schedule the inspection visit.

🔧 Work Performed
11-21-25 CTM - Performed Annual Inspection on all medical equipment located . Total of 46 pieces of equipment inspected . ALL PASS . Notified POC Elizabeth Steinbrueck of findings and completion .
🔍 Technician Findings
11-21-25 CTM - Perform Annual Inspection on all medical equipment located . Notify POC of Elizabeth Steinbrueck findings and completion .
⚠️ Problem Description
Inspection: Annual Equipment Electrical Safety Test And Calibration Service Equip: 38 https://www.ebiotrack.com/inspection.php?iid=29912

Timeline

📞
Case Linked Sep 8, 7:00 AM
Case Number: 00525122
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Sep 8, 9:30 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
🚨 12.0 business days
👷
▶
2 Technician Assigned Sep 23, 1:23 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 15d 3h
🚨 36.0 business days
👷
▶
3 Technician Assigned Nov 13, 10:40 AM
Technician Assigned → Status: Scheduled → Dispatch Scheduled
🗓️
Status: Scheduled by Melissa Owens
From: Assigned
To: Scheduled
Duration in Previous: 50d 22h
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2025-11-21T16:00:00.000+0000
⚠️ 7.0 business days
🔧
Status: Tech On Site by Christopher Morning Nov 21, 10:32 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 7d 23h
⏱️
2x Labor Added Nov 21, 10:39 AM
Type: Labor, Travel
Status: Open
Qty: 3.5, 189
✔️
Status: Completed by Christopher Morning Nov 21, 12:29 PM
From: Tech On Site
To: Completed
Duration in Previous: 1h 57m
🚗
▶
3 Travel Added Nov 21, 4:01 PM
Travel Added → 2x Labor Added → Status: Closed
⏱️
2x Labor Added
Type: Labor
Status: Open
Qty: 2, 3.5
🏁
Status: Closed by Christopher Morning
From: Completed
To: Closed
Duration in Previous: 3h 33m
⏳ 2.0 business days
📄
▶
2 Status: Ready to Bill Nov 24, 1:05 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⚠️ 9.0 business days
🧾
Invoice Created Dec 8, 5:12 PM
Invoice Number: 247436

Bottlenecks

Ready for Scheduling
Duration: 12.0 business days (threshold: 1.0 business days)
Exceeded by 11.0 business days
Assigned
Duration: 35.8 business days (threshold: 4.0 business hours)
Exceeded by 35.3 business days
Scheduled
Duration: 7.0 business days (threshold: 2.0 business days)
Exceeded by 5.0 business days
Closed
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 2.9 business hours

🔗 Related Artifacts

📞
Case 00525122
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Christopher Morning
Scheduled
Nov 21, 11:00 AM
Created
Sep 8, 9:30 AM
Invoice #
247436

Work Details (5)

Name Type Status Qty Amount Date
WL-03016192 Labor Open 3.5 $0.00 Nov 21, 10:39 AM
WL-03016193 Travel Open 189 - Nov 21, 10:39 AM
WL-03016701 Travel Open 189 - Nov 21, 4:01 PM
WL-03016707 Labor Open 2 $1,292.00 Nov 21, 4:03 PM
WL-03016708 Labor Open 3.5 $0.00 Nov 21, 4:03 PM

Details