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WO-01303623 ↗ ServiceMax

Oak Street Health • Inspection • PSM

📍 Oak Street Health - Chamberlayne — 5246 Chamberlayne Rd, Richmond VA, 23227

Sep 10, 2025 → Dec 12, 2025

✅ Completed
PSM
SLA Clock
Last business day of September 2025 · Target: Sep 30, 2025
✗ SLA Missed (48 biz days late)
Active: 63 biz days
🕐 Clock stopped: Completed (Dec 12, 2025)
▶ Clock Running
Status: Created
Sep 10 → Sep 10, 2025
0 business days (counted)
Running total: 0 of ? biz days used
7d
▶ Clock Running
Status: Ready for Scheduling
Sep 10 → Sep 19, 2025
7 business days (counted)
Running total: 7 of ? biz days used
45d
▶ Clock Running
Status: Assigned
Sep 19 → Nov 25, 2025
45 business days (counted)
Running total: 52 of ? biz days used
▶ Clock Running
Status: Entered
Nov 25 → Nov 25, 2025
0 business days (counted)
Running total: 52 of ? biz days used
5d
▶ Clock Running
Status: On Hold
Nov 25 → Dec 4, 2025
5 business days (counted)
Running total: 57 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Dec 4 → Dec 4, 2025
0 business days (counted)
Running total: 57 of ? biz days used
6d
▶ Clock Running
Status: Scheduled
Dec 4 → Dec 12, 2025
6 business days (counted)
Running total: 63 of ? biz days used
▶ Clock Running
Status: Tech On Site
Dec 12 → Dec 12, 2025
0 business days (counted)
Running total: 63 of ? biz days used
Created: Sep 10, 2025 Completed: Dec 12, 2025
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Sep 10 → Sep 10 Created ▶ Running 0 0
Sep 10 → Sep 19 Ready for Scheduling ▶ Running 7 7
Sep 19 → Nov 25 Assigned ▶ Running 45 52
Nov 25 → Nov 25 Entered ▶ Running 0 52
Nov 25 → Dec 4 On Hold ▶ Running 5 57
Dec 4 → Dec 4 Ready for Scheduling ▶ Running 0 57
Dec 4 → Dec 12 Scheduled ▶ Running 6 63
Dec 12 → Dec 12 Tech On Site ▶ Running 0 63
Dispatch 0.0d
Holding 5.8d (excluded)
Coordinators 60.3d
Field Work 1.0d
Billing 11.1d
✗ SLA Missed
Dispatch
0.0 days
Holding (excluded from total)
5.8 days
Coordinators
60.3 days
Over SLA
Field Work
1.0 days
Billing
11.1 days
Over SLA
Created: Sep 10, 2025 Due: Nov 28, 2025 Completed: Dec 12, 2025 (13 days late)
📅
64.0 days Total Age
⏱️
45.7d in Assigned Longest Stage
🔄
11 transitions Status Changes
⚠️
67.9d 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 #00525877
eBiotrack - Automated New Inspection Created
Closed
Inspection: Annual Equipment Electrical Safety Test And Calibration Service 102 pcs https://www.ebiotrack.com/inspection.php?iid=29963
Priority
Standard
Origin
Email
Reason
New Case
Contact
Ericka Burcher
Owner
Jessica Sells
Created
Sep 10, 2025
Work Orders from this Case (1)
WO-01303623 (current) Invoiced
Inspection • Christopher Morning
Created: Sep 10, 2025 • Closed: Dec 12, 2025
Completed with significant delays
Invoiced • 175 days old
🚨
Primary Delay 45.7 days stuck in "Assigned"
⏱️
Total Delay 67.9 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
8.2d / 1.0d SLA
Assigned
45.7d / 0.5d SLA
On Hold
5.8d
Scheduled
6.4d / 2.0d SLA
Tech On Site
0.6d / 1.0d SLA
Completed
0.4d / 1.0d SLA
Closed
2.2d / 1.0d SLA
Ready to Bill
11.1d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/4 MOwens Called and spoke to Ericka. She said next Friday 12/12 will work better than 12/10 to schedule the inspection visit. Arrival for the tech will be between 10-11am.

Ericka Cell 708-723-0301

12-4 DSR - Customer requesting Annual Inspection be scheduled.


11/25/2025 LHill-escalating to the account manager. Attempted contact 3 times to schedule with no luck.


11/25/2025 LHill-LM at (804) 694-6120 for Ericka Burcher trying to schedule tech visit.


11/24 MOwens Called to speak to Ericka. Left a vm for her to call to schedule the inspection.

11/7 MOwens Called and left a vm for Ericka about scheduling the inspection visit.

11/4 MOwens Called to speak to Ericka. Left a vm for her to call back to schedule the inspection visit during Nov.

🔧 Work Performed
12-12-25 CTM - Performed Annual Inspection on all medical equipment located .Total of 102 pieces inspected. ALL PASS . Notified POC Ericka Burcher of findings and completion .
🔍 Technician Findings
12-12-25 CTM - Perform Annual Inspection on all medical equipment located . Notify POC Ericka Burcher of findings and completion .
⚠️ Problem Description
Inspection: Annual Equipment Electrical Safety Test And Calibration Service 102 pcs https://www.ebiotrack.com/inspection.php?iid=29963

Timeline

📞
Case Linked Sep 10, 7:00 AM
Case Number: 00525877
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Sep 10, 11:47 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
⚠️ 8.0 business days
👷
▶
2 Technician Assigned Sep 19, 2:23 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 9d 2h
🚨 30.0 business days
👷
Technician Assigned by Melissa Owens Oct 31, 9:18 AM
Technician: a0hVU000002ylXZYAY, Christopher Morning
🚨 17.0 business days
🆕
Status: Entered by Laura Hill Nov 25, 12:44 PM
From: Assigned, Entered
To: Entered, On Hold
Duration in Previous: 66d 23h, 0m
⚠️ 6.0 business days
📅
Status: Ready for Scheduling by Derek Reynolds Dec 4, 2:18 PM
From: On Hold
To: Ready for Scheduling
Duration in Previous: 9d 1h
👷
▶
3 Technician Assigned Dec 4, 3:34 PM
Technician Assigned → Dispatch Scheduled → Status: Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2025-12-12T15:00:00.000+0000
🗓️
Status: Scheduled by Melissa Owens
From: Ready for Scheduling
To: Scheduled
Duration in Previous: 1h 16m
⚠️ 7.0 business days
⏱️
2x Labor Added Dec 12, 9:44 AM
Type: Labor, Travel
Status: Open
Qty: 3, 166
🔧
Status: Tech On Site by Christopher Morning Dec 12, 9:51 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 7d 18h
⏱️
Labor Added Dec 12, 2:25 PM
Type: Labor
Status: Open
Qty: 4.5
✔️
Status: Completed by Christopher Morning Dec 12, 2:31 PM
From: Tech On Site
To: Completed
Duration in Previous: 4h 40m
⏱️
▶
2 2x Labor Added Dec 12, 5:28 PM
2x Labor Added → Status: Closed
🏁
Status: Closed by Christopher Morning
From: Completed
To: Closed
Duration in Previous: 2h 59m
⏳ 2.8 business days
📄
Status: Ready to Bill by Diane Patton Dec 16, 6:12 PM
From: Closed
To: Ready to Bill
Duration in Previous: 4d 0h
🚨 11.7 business days
📨
Status: Invoice Pending by Diane Patton Jan 2, 6:10 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 16d 23h
🧾
▶
2 Invoice Created Jan 2, 6:29 PM
Invoice Created → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 19m

Bottlenecks

Ready for Scheduling
Duration: 8.0 business days (threshold: 1.0 business days)
Exceeded by 7.0 business days
Assigned
Duration: 45.7 business days (threshold: 4.0 business hours)
Exceeded by 45.2 business days
Scheduled
Duration: 6.4 business days (threshold: 2.0 business days)
Exceeded by 4.4 business days
Closed
Duration: 2.2 business days (threshold: 1.0 business days)
Exceeded by 1.2 business days
Ready to Bill
Duration: 11.1 business days (threshold: 1.0 business days)
Exceeded by 10.1 business days

🔗 Related Artifacts

📞
Case 00525877
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Christopher Morning
Scheduled
Dec 12, 10:00 AM
Created
Sep 10, 11:47 AM
Invoice #
SM-250448

Work Details (5)

Name Type Status Qty Amount Date
WL-03035619 Labor Open 3 $0.00 Dec 12, 9:44 AM
WL-03035620 Travel Open 166 - Dec 12, 9:44 AM
WL-03036072 Labor Open 4.5 $2,603.60 Dec 12, 2:25 PM
WL-03036350 Labor Open 3 $0.00 Dec 12, 5:28 PM
WL-03036351 Travel Open 166 - Dec 12, 5:28 PM

Details