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WO-01304328 ↗ ServiceMax

ConvenientMD Urgent Care- Corporate • Inspection • PSM

📍 ConvenientMD Urgent Care - Littleton NH — 551 Meadow St, Littleton NH, 03561

Sep 15, 2025 → Nov 19, 2025

✅ Completed
PSM
SLA Clock
Last business day of September 2025 · Target: Sep 30, 2025
✗ SLA Missed (33 biz days late)
Active: 45 biz days
🕐 Clock stopped: Completed (Nov 19, 2025)
▶ Clock Running
Status: Created
Sep 15 → Sep 15, 2025
0 business days (counted)
Running total: 0 of ? biz days used
5d
▶ Clock Running
Status: Ready for Scheduling
Sep 15 → Sep 22, 2025
5 business days (counted)
Running total: 5 of ? biz days used
10d
▶ Clock Running
Status: Assigned
Sep 22 → Oct 6, 2025
10 business days (counted)
Running total: 15 of ? biz days used
30d
▶ Clock Running
Status: Scheduled
Oct 6 → Nov 19, 2025
30 business days (counted)
Running total: 45 of ? biz days used
▶ Clock Running
Status: Tech On Site
Nov 19 → Nov 19, 2025
0 business days (counted)
Running total: 45 of ? biz days used
Created: Sep 15, 2025 Completed: Nov 19, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Sep 15 → Sep 15 Created ▶ Running 0 0
Sep 15 → Sep 22 Ready for Scheduling ▶ Running 5 5
Sep 22 → Oct 6 Assigned ▶ Running 10 15
Oct 6 → Nov 19 Scheduled ▶ Running 30 45
Nov 19 → Nov 19 Tech On Site ▶ Running 0 45
Dispatch 0.0d
Coordinators 48.0d
Field Work 1.1d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
48.0 days
Over SLA
Field Work
1.1 days
Billing
0.0 days
Created: Sep 15, 2025 Due: Nov 28, 2025 Completed: Nov 19, 2025 (9 days early)
📅
46.0 days Total Age
⏱️
31.0d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
45.7d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
10 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
👤 Self-scheduled by Bernard Thompson — scheduling delays attributed to technician, not coordinators
Visit 1 Nov 18, 2025
Visit 2 Nov 19, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00527070
eBiotrack - Automated New Inspection Created
Closed
Inspection: Annual Equipment Electrical Safety Test And Calibration Service 49 pcs https://www.ebiotrack.com/inspection.php?iid=30072
Priority
Standard
Origin
Email
Reason
New Case
Contact
Ashley Gonzales
Owner
Jessica Sells
Created
Sep 15, 2025
Work Orders from this Case (1)
WO-01304328 (current) Invoiced
Inspection • Bernard Thompson
Created: Sep 15, 2025 • Closed: Nov 19, 2025
Completed with significant delays
Invoiced • 170 days old
🚨
Primary Delay 31.0 days stuck in "Scheduled"
⏱️
Total Delay 45.7 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
6.0d / 1.0d SLA
Assigned
11.0d / 0.5d SLA
Scheduled
31.0d / 2.0d SLA
Tech On Site
0.3d / 1.0d SLA
Completed
0.8d / 1.0d SLA
Closed
2.2d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
10/20 KSmith -- Rescheduled for 11/19 with Ashley

10/20 KSmith -- Sent email to reschedule for 11/19. FSE is on PTO week of 11/10

10/6 KSmith -- Scheduled for 11/11 with Ashley

10/6 KSmith -- Sent email to schedule for 11/11. Need to schedule with WO-01256458

10/1 KSmith -- Working on scheduling WO-01256458. Once that WO is scheduled will reach out to customer to schedule this inspection.

9/22 KSmith -- Schedule with WO-01256458

🔧 Work Performed
Completed annual service on 53 pieces of equipment.
🔍 Technician Findings
Completed annual service on 53 pieces of equipment.
⚠️ Problem Description
Inspection: Annual Equipment Electrical Safety Test And Calibration Service 49 pcs https://www.ebiotrack.com/inspection.php?iid=30072

Timeline

📞
Case Linked Sep 15, 7:00 AM
Case Number: 00527070
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Sep 15, 11:32 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
⚠️ 6.0 business days
👷
▶
2 Technician Assigned Sep 22, 9:51 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 6d 22h
🚨 11.0 business days
🗓️
▶
2 Status: Scheduled Oct 6, 10:34 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-11-11T13:00:00.000+0000
🚨 10.0 business days
📅
Dispatch Scheduled by Kourtney Smith Oct 20, 10:43 AM
Scheduled For: 2025-11-19T13:00:00.000+0000
⚠️ 8.0 business days
💵
2x Expenses Added Oct 29, 9:45 AM
Type: Expenses
Status: Open
Qty: 1
🚨 15.0 business days
🔧
Status: Tech On Site by Bernard Thompson Nov 19, 7:58 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 43d 22h
🔩
5x Parts Added Nov 19, 8:20 AM
Type: Parts, Labor, Travel, Expenses
Status: Open
Qty: 1, 6.75, 330
⏱️
3x Labor Added Nov 19, 10:29 AM
Type: Labor, Travel
Status: Open
Qty: 2.75, 1.75, 91
✔️
Status: Completed by Bernard Thompson Nov 19, 10:45 AM
From: Tech On Site
To: Completed
Duration in Previous: 2h 47m
🏁
Status: Closed by Bernard Thompson Nov 19, 5:01 PM
From: Completed
To: Closed
Duration in Previous: 6h 16m
⏳ 2.9 business days
📄
▶
2 Status: Ready to Bill Nov 21, 2:44 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
🚨 10.0 business days
🧾
Invoice Created Dec 8, 4:32 PM
Invoice Number: 247363

Bottlenecks

Ready for Scheduling
Duration: 6.0 business days (threshold: 1.0 business days)
Exceeded by 5.0 business days
Assigned
Duration: 11.0 business days (threshold: 4.0 business hours)
Exceeded by 10.5 business days
Scheduled
Duration: 31.0 business days (threshold: 2.0 business days)
Exceeded by 29.0 business days
Closed
Duration: 2.2 business days (threshold: 1.0 business days)
Exceeded by 1.2 business days

🔗 Related Artifacts

📞
Case 00527070
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Bernard Thompson
Scheduled
Nov 19, 8:00 AM
Created
Sep 15, 11:32 AM
Invoice #
247363

Work Details (10)

Name Type Status Qty Amount Date
WL-02987661 Expenses Open 1 $0.00 Oct 29, 9:45 AM
WL-02987662 Expenses Open 1 $0.00 Oct 29, 9:45 AM
WL-03012694 Parts Open 1 $297.00 Nov 19, 8:20 AM
WL-03012695 Labor Open 6.75 $0.00 Nov 19, 8:20 AM
WL-03012696 Travel Open 330 - Nov 19, 8:20 AM
WL-03012697 Expenses Open 1 $0.00 Nov 19, 8:20 AM
WL-03012698 Expenses Open 1 $0.00 Nov 19, 8:20 AM
WL-03012883 Labor Open 2.75 $1,295.00 Nov 19, 10:29 AM
WL-03012884 Labor Open 1.75 $0.00 Nov 19, 10:29 AM
WL-03012885 Travel Open 91 - Nov 19, 10:29 AM

Details