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WO-01303606 ↗ ServiceMax

VillageMD • Inspection • PSM

📍 VM Round Rock Northeast - (TX28-C10232) — 4550 E Palm Valley Blvd Suite 200, Round Rock TX, 78665

Sep 10, 2025 → Dec 8, 2025

✅ Completed
PSM
SLA Clock
Last business day of September 2025 · Target: Sep 30, 2025
✗ SLA Missed (45 biz days late)
Active: 60 biz days
🕐 Clock stopped: Completed (Dec 9, 2025)
▶ Clock Running
Status: Created
Sep 10 → Sep 10, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 10 → Sep 10, 2025
0 business days (counted)
Running total: 0 of ? biz days used
22d
▶ Clock Running
Status: Assigned
Sep 10 → Oct 13, 2025
22 business days (counted)
Running total: 22 of ? biz days used
▶ Clock Running
Status: Entered
Oct 13 → Oct 13, 2025
0 business days (counted)
Running total: 22 of ? biz days used
17d
▶ Clock Running
Status: On Hold
Oct 13 → Nov 5, 2025
17 business days (counted)
Running total: 39 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 5 → Nov 5, 2025
0 business days (counted)
Running total: 39 of ? biz days used
9d
▶ Clock Running
Status: Assigned
Nov 5 → Nov 19, 2025
9 business days (counted)
Running total: 48 of ? biz days used
▶ Clock Running
Status: Entered
Nov 19 → Nov 19, 2025
0 business days (counted)
Running total: 48 of ? biz days used
▶ Clock Running
Status: On Hold
Nov 19 → Nov 19, 2025
0 business days (counted)
Running total: 48 of ? biz days used
▶ Clock Running
Status: Assigned
Nov 19 → Nov 19, 2025
0 business days (counted)
Running total: 48 of ? biz days used
11d
▶ Clock Running
Status: Scheduled
Nov 19 → Dec 8, 2025
11 business days (counted)
Running total: 59 of ? biz days used
▶ Clock Running
Status: Tech On Site
Dec 8 → Dec 9, 2025
1 business day (counted)
Running total: 60 of ? biz days used
Created: Sep 10, 2025 Completed: Dec 9, 2025
Show SLA Clock Detail (12 periods)
Period Status Clock Biz Days Running Total
Sep 10 → Sep 10 Created ▶ Running 0 0
Sep 10 → Sep 10 Ready for Scheduling ▶ Running 0 0
Sep 10 → Oct 13 Assigned ▶ Running 22 22
Oct 13 → Oct 13 Entered ▶ Running 0 22
Oct 13 → Nov 5 On Hold ▶ Running 17 39
Nov 5 → Nov 5 Ready for Scheduling ▶ Running 0 39
Nov 5 → Nov 19 Assigned ▶ Running 9 48
Nov 19 → Nov 19 Entered ▶ Running 0 48
Nov 19 → Nov 19 On Hold ▶ Running 0 48
Nov 19 → Nov 19 Assigned ▶ Running 0 48
Nov 19 → Dec 8 Scheduled ▶ Running 11 59
Dec 8 → Dec 9 Tech On Site ▶ Running 1 60
Dispatch 0.0d
Holding 17.5d (excluded)
Coordinators 44.2d
Field Work 1.1d
✗ SLA Missed
Dispatch
0.0 days
Holding (excluded from total)
17.5 days
Coordinators
44.2 days
Over SLA
Field Work
1.1 days
Over SLA
Created: Sep 10, 2025 Due: Nov 28, 2025 Completed: Dec 9, 2025 (10 days late)
📅
60.1 days Total Age
⏱️
23.0d in Assigned Longest Stage
🔄
11 transitions Status Changes
⚠️
42.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00525885
eBiotrack - Automated New Inspection Created
Closed
Inspection: Annual Equipment Electrical Safety Test And Calibration Service 54 pcs https://www.ebiotrack.com/inspection.php?iid=29970
Priority
Standard
Origin
Email
Reason
New Case
Contact
Tamera Simmons
Owner
Jessica Sells
Created
Sep 10, 2025
Work Orders from this Case (1)
WO-01303606 (current) Invoiced
Inspection • Anthony Wirth
Created: Sep 10, 2025 • Closed: Dec 8, 2025
Completed with significant delays
Invoiced • 175 days old
🚨
Primary Delay 23.0 days stuck in "Assigned"
⏱️
Total Delay 42.0 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
0.2d / 1.0d SLA
Assigned
32.2d / 0.5d SLA
On Hold
17.5d
Scheduled
11.8d / 2.0d SLA
Tech On Site
1.0d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/19 KKelch called Michael to schedule WO-01303626 on 12/2 between 9 and 11 am and WO-01303606 on 12/4 between 9 and 11 am. Customer confirmed. Call logged on WO-01303626

11/19 KKelch called Michael to schedule WO-01303626 on 12/2 between 9 and 11 am and WO-01303606 on 12/4 between 9 and 11 am. Left VM. Call logged on WO-01303606. Placing back on hold due to 3 failed attempts to contact

11/17 KKelch sent Michael an email for scheduling

11/10 KKelch called Michael to schedule for 11/26 between 9 and 11 am. Left VM.

10/13 KKelch placed on hold due to 3 failed attempts to schedule

10/8 KKelch sent Tamera an email for scheduling

9/22 KKelch sent Tamera an email for scheduling

9/15 KKelch sent Tamera an email for scheduling as phone number goes to the call center

🔧 Work Performed
Inspection: Annual Equipment Electrical Safety Test And Calibration Service
🔍 Technician Findings
found no issues
⚠️ Problem Description
Inspection: Annual Equipment Electrical Safety Test And Calibration Service 54 pcs https://www.ebiotrack.com/inspection.php?iid=29970

Timeline

📞
Case Linked Sep 10, 7:00 AM
Case Number: 00525885
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Sep 10, 11:29 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Status: Assigned Sep 10, 11:37 AM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Kaitlyn Kelch
Technician: a0h6e00000II91nAAD, Anthony Wirth
🚨 23.0 business days
🆕
Status: Entered by Kaitlyn Kelch Oct 13, 10:24 AM
From: Assigned, Entered
To: Entered, On Hold
Duration in Previous: 32d 22h, 0m
🚨 17.0 business days
📅
Status: Ready for Scheduling by Dylan Nakoff Nov 5, 3:27 PM
From: On Hold
To: Ready for Scheduling
Duration in Previous: 23d 6h
👷
▶
2 Technician Assigned Nov 5, 5:18 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1h 50m
⚠️ 9.8 business days
🆕
Status: Entered by Kaitlyn Kelch Nov 19, 9:14 AM
From: Assigned, Entered
To: Entered, On Hold
Duration in Previous: 13d 15h, 0m
👷
▶
3 Technician Assigned Nov 19, 12:57 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Kaitlyn Kelch
From: On Hold, Assigned
To: Assigned, Scheduled
Duration in Previous: 3h 42m, 0m
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-12-04T15:00:00.000+0000
⚠️ 5.0 business days
📅
Dispatch Scheduled by Kaitlyn Kelch Nov 25, 11:45 AM
Scheduled For: 2025-12-08T15:00:00.000+0000
⚠️ 8.0 business days
🔧
Status: Tech On Site by Anthony Wirth Dec 8, 11:24 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 18d 22h
✔️
▶
2 Status: Completed Dec 8, 7:42 PM
Status: Completed → 6x Labor Added
⏱️
6x Labor Added
Type: Labor, Travel, Expenses
Status: Open
Qty: 3, 6, 121, 123
🏁
Status: Closed by Anthony Wirth Dec 8, 7:49 PM
From: Completed
To: Closed
Duration in Previous: 6m
⏳ 2.5 business days
📄
Status: Ready to Bill by Diane Patton Dec 10, 11:57 AM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 1d 16h, 0m
🚨 55.0 business days
🧾
Invoice Created Mar 2, 12:45 PM
Invoice Number: SM-248661

Bottlenecks

Assigned
Duration: 23.0 business days (threshold: 4.0 business hours)
Exceeded by 22.5 business days
Assigned
Duration: 9.2 business days (threshold: 4.0 business hours)
Exceeded by 8.7 business days
Scheduled
Duration: 11.8 business days (threshold: 2.0 business days)
Exceeded by 9.8 business days
Tech On Site
Duration: 1.0 business days (threshold: 1.0 business days)
Exceeded by 0.3 business hours
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00525885
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Anthony Wirth
Scheduled
Dec 8, 10:00 AM
Created
Sep 10, 11:29 AM
Invoice #
SM-248661

Work Details (6)

Name Type Status Qty Amount Date
WL-03030789 Labor Open 3 $0.00 Dec 8, 7:46 PM
WL-03030790 Labor Open 6 $1,628.43 Dec 8, 7:46 PM
WL-03030791 Labor Open 3 $0.00 Dec 8, 7:46 PM
WL-03030792 Travel Open 121 - Dec 8, 7:46 PM
WL-03030793 Travel Open 123 - Dec 8, 7:46 PM
WL-03030794 Expenses Open 1 $0.00 Dec 8, 7:47 PM

Details