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WO-01305532 ↗ ServiceMax

Atrius Health • Inspection • PSM

📍 Atrius Health - Norfolk — 31 Pine St Norfolk - Suite 300, Norfolk MA, 02056

Sep 22, 2025 → Dec 11, 2025

✅ Completed
PSM
SLA Clock
Last business day of September 2025 · Target: Sep 30, 2025
✗ SLA Missed (47 biz days late)
Active: 54 biz days
🕐 Clock stopped: Invoiced (Dec 11, 2025)
▶ Clock Running
Status: Created
Sep 22 → Sep 22, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 22 → Sep 24, 2025
2 business days (counted)
Running total: 2 of ? biz days used
▶ Clock Running
Status: Assigned
Sep 24 → Sep 24, 2025
0 business days (counted)
Running total: 2 of ? biz days used
37d
▶ Clock Running
Status: Scheduled
Sep 24 → Nov 18, 2025
37 business days (counted)
Running total: 39 of ? biz days used
▶ Clock Running
Status: Reschedule
Nov 18 → Nov 18, 2025
0 business days (counted)
Running total: 39 of ? biz days used
▶ Clock Running
Status: Entered
Nov 18 → Nov 18, 2025
0 business days (counted)
Running total: 39 of ? biz days used
▶ Clock Running
Status: Assigned
Nov 18 → Nov 18, 2025
0 business days (counted)
Running total: 39 of ? biz days used
▶ Clock Running
Status: Scheduled
Nov 18 → Nov 19, 2025
1 business day (counted)
Running total: 40 of ? biz days used
▶ Clock Running
Status: Tech On Site
Nov 19 → Nov 19, 2025
0 business days (counted)
Running total: 40 of ? biz days used
▶ Clock Running
Status: Tech Off Site
Nov 19 → Nov 20, 2025
1 business day (counted)
Running total: 41 of ? biz days used
▶ Clock Running
Status: Reschedule
Nov 20 → Nov 20, 2025
0 business days (counted)
Running total: 41 of ? biz days used
▶ Clock Running
Status: Scheduled
Nov 20 → Nov 24, 2025
2 business days (counted)
Running total: 43 of ? biz days used
▶ Clock Running
Status: Entered
Nov 24 → Nov 24, 2025
0 business days (counted)
Running total: 43 of ? biz days used
▶ Clock Running
Status: Assigned
Nov 24 → Nov 24, 2025
0 business days (counted)
Running total: 43 of ? biz days used
10d
▶ Clock Running
Status: Scheduled
Nov 24 → Dec 10, 2025
10 business days (counted)
Running total: 53 of ? biz days used
▶ Clock Running
Status: Entered
Dec 10 → Dec 10, 2025
0 business days (counted)
Running total: 53 of ? biz days used
▶ Clock Running
Status: Assigned
Dec 10 → Dec 10, 2025
0 business days (counted)
Running total: 53 of ? biz days used
▶ Clock Running
Status: Scheduled
Dec 10 → Dec 11, 2025
1 business day (counted)
Running total: 54 of ? biz days used
Created: Sep 22, 2025 Invoiced: Dec 11, 2025
Show SLA Clock Detail (18 periods)
Period Status Clock Biz Days Running Total
Sep 22 → Sep 22 Created ▶ Running 0 0
Sep 22 → Sep 24 Ready for Scheduling ▶ Running 2 2
Sep 24 → Sep 24 Assigned ▶ Running 0 2
Sep 24 → Nov 18 Scheduled ▶ Running 37 39
Nov 18 → Nov 18 Reschedule ▶ Running 0 39
Nov 18 → Nov 18 Entered ▶ Running 0 39
Nov 18 → Nov 18 Assigned ▶ Running 0 39
Nov 18 → Nov 19 Scheduled ▶ Running 1 40
Nov 19 → Nov 19 Tech On Site ▶ Running 0 40
Nov 19 → Nov 20 Tech Off Site ▶ Running 1 41
Nov 20 → Nov 20 Reschedule ▶ Running 0 41
Nov 20 → Nov 24 Scheduled ▶ Running 2 43
Nov 24 → Nov 24 Entered ▶ Running 0 43
Nov 24 → Nov 24 Assigned ▶ Running 0 43
Nov 24 → Dec 10 Scheduled ▶ Running 10 53
Dec 10 → Dec 10 Entered ▶ Running 0 53
Dec 10 → Dec 10 Assigned ▶ Running 0 53
Dec 10 → Dec 11 Scheduled ▶ Running 1 54
Dispatch 0.0d
Coordinators 58.6d
Field Work 2.8d
Incomplete 0.0d (excluded)
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
58.6 days
Over SLA
Field Work
2.8 days
Incomplete (excluded from total)
0.0 days
Billing
0.0 days
Created: Sep 22, 2025 Due: Nov 26, 2025 Completed: Dec 11, 2025 (14 days late)
📅
55.0 days Total Age
⏱️
37.6d in Scheduled Longest Stage
🔄
19 transitions Status Changes
⚠️
49.4d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
11 lines Work Details
🏠
2 visits On-Site Trips
📋
Coordinator Scheduling
🔄
2 On-Site Visits (2 reschedules)
2 on-site visits — follow-up trip required
Visit 1 Nov 19, 2025
Visit 2 Dec 11, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00529160
eBiotrack - Automated New Inspection Created
Closed
Annual Equipment Electrical Safety Test And Calibration Service Equipment: 95 https://www.ebiotrack.com/inspection.php?iid=30218
Priority
Standard
Origin
Email
Reason
New Case
Contact
Dennis Coloma
Owner
Shelby Robinson
Created
Sep 21, 2025
Work Orders from this Case (1)
WO-01305532 (current) Invoiced
Inspection • James Duff
Created: Sep 22, 2025 • Closed: Dec 11, 2025
Completed with significant delays
Invoiced • 163 days old
🚨
Primary Delay 37.6 days stuck in "Scheduled"
⏱️
Total Delay 49.4 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
3.0d / 1.0d SLA
Assigned
0.2d / 0.5d SLA
Scheduled
54.1d / 2.0d SLA
Reschedule
1.3d / 2.0d SLA
Tech On Site
0.9d / 1.0d SLA
Tech Off Site
1.2d / 2.0d SLA
Completed
0.6d / 1.0d SLA
Closed
4.0d / 1.0d SLA
Incomplete
0.0d
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
12/2 KSmith -- FSE's tools were damaged and replacements are being sent. Rescheduled for 12/8 with Dennis

11/20 KSmith -- Scheduled for 12/2 with Dennis

11/20 SRogers: Updating to reschedule - return visit needed to finish (roughly 40 pieces left).

11/18 KSmith -- Rescheduled for tomorrow with Dennis (JS)

11/18 KSmith -- FSE did not get his skillset yesterday due to EMSAR U courses needing to be completed. FSE should have skillset today. Sent email to Dennis to reschedule for tomorrow

9/24 KSmith -- Scheduled for 11/18 with Dennis

9/24 KSmith -- Sent email to schedule for 11/18

🔧 Work Performed
11/19/2025, J. SALAYO: Completed the annual inspection of 60 devices. Notified the customer, Mr. Dennis Coloma, that Emsar will schedule a second day to complete the inspection of the remaining devices. 12/11/2025 JWD Located all biomedical equipment and perform semi-annual and annual inspection, calibration and electrical safety tests for this site. Total of bed equipment inspected is 94. Added all equipment to inventory. All equipment not located added to archives notified POC of inspection findings and completion.
🔍 Technician Findings
Annual Equipment Electrical Safety Test And Calibration Service Equipment: 95 https://www.ebiotrack.com/inspection.php?iid=30218 12/11/2025 JWD Complete a walkthrough with the POC for the units that need to be inspected. Locate all biomed equipment and perform semi-annual and annual inspection, calibration and electrical safety tests for this site. Add all equipment to inventory. Any equipment not located add to archives. Notify POC of inspection findings and completion.
⚠️ Problem Description
Annual Equipment Electrical Safety Test And Calibration Service Equipment: 95 https://www.ebiotrack.com/inspection.php?iid=30218

Timeline

📞
Case Linked Sep 21, 7:00 AM
Case Number: 00529160
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
1.0 business days
📋
2 Work Order Created Sep 22, 11:05 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Shelby Robinson
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
3.0 business days
👷
2 Technician Assigned Sep 24, 1:24 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2d 2h
🗓️
2 Status: Scheduled Sep 24, 3:19 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-11-18T14:00:00.000+0000
🚨 38.0 business days
🔄
Status: Reschedule by Kourtney Smith Nov 18, 6:56 AM
From: Scheduled
To: Reschedule
Duration in Previous: 54d 16h
🆕
4 Status: Entered Nov 18, 3:42 PM
Status: Entered → Technician Assigned → Status: Scheduled → Dispatch Scheduled
👷
Technician Assigned by Kourtney Smith
Technician: James Salayo
🗓️
Status: Scheduled by Kourtney Smith
From: Assigned
To: Scheduled
Duration in Previous: 0m
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-11-19T14:00:00.000+0000
🔧
Status: Tech On Site by James Salayo Nov 19, 9:57 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 18h 13m
⏱️
3 Labor Added Nov 19, 3:26 PM
Labor Added → Travel Added → Labor Added
🚗
Travel Added
Type: Travel
Status: Open
Qty: 21
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 5
⏱️
2 Labor Added Nov 19, 5:28 PM
Labor Added → Status: Tech Off Site
🚗
Status: Tech Off Site by James Salayo
From: Tech On Site
To: Tech Off Site
Duration in Previous: 7h 34m
⏱️
3 Labor Added Nov 19, 7:03 PM
Labor Added → Travel Added → Expenses Added
🚗
Travel Added
Type: Travel
Status: Open
Qty: 21
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
🔄
Status: Reschedule by Shawn Rogers Nov 20, 8:09 AM
From: Tech Off Site
To: Reschedule
Duration in Previous: 14h 37m
🗓️
2 Status: Scheduled Nov 20, 10:12 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-12-02T14:00:00.000+0000
3.0 business days
🆕
4 Status: Entered Nov 24, 12:05 PM
Status: Entered → Technician Assigned → Status: Scheduled → Dispatch Scheduled
👷
Technician Assigned by Kourtney Smith
Technician: David Cavaco
🗓️
Status: Scheduled by Kourtney Smith
From: Assigned
To: Scheduled
Duration in Previous: 1m
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-12-02T14:00:00.000+0000
4.0 business days
📅
Dispatch Scheduled by Kourtney Smith Dec 1, 12:37 PM
Scheduled For: 2025-12-02T17:00:00.000+0000
2.0 business days
📅
Dispatch Scheduled by Kourtney Smith Dec 2, 4:37 PM
Scheduled For: 2025-12-08T18:00:00.000+0000
4.9 business days
📅
Dispatch Scheduled by DAVID CAVACO Dec 8, 5:15 PM
Scheduled For: 2025-12-11T18:00:00.000+0000
2.8 business days
🆕
3 Status: Entered Dec 10, 4:55 PM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kourtney Smith
Technician: James Duff
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-12-11T14:00:00.000+0000
⏱️
Labor Added Dec 11, 4:35 PM
Type: Labor
Status: Open
Qty: 4
⏱️
2 Labor Added Dec 11, 4:43 PM
Labor Added → Expenses Added
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
✔️
Status: Completed by James Duff Dec 11, 4:53 PM
From: Scheduled
To: Completed
Duration in Previous: 23h 58m
💵
2 Expenses Added Dec 11, 10:02 PM
Expenses Added → Status: Closed
🏁
Status: Closed by James Duff
From: Completed
To: Closed
Duration in Previous: 5h 9m
2.2 business days
⚠️
2 Status: Incomplete Dec 15, 7:25 AM
Status: Incomplete → Status: Closed
🏁
Status: Closed by Matthew Bateman
From: Incomplete
To: Closed
Duration in Previous: 1m
2.0 business days
📄
3 Status: Ready to Bill Dec 16, 12:32 PM
Status: Ready to Bill → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🧾
Invoice Created
Invoice Number: SM-249188

Bottlenecks

Ready for Scheduling
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Scheduled
Duration: 37.6 business days (threshold: 2.0 business days)
Exceeded by 35.6 business days
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Scheduled
Duration: 10.9 business days (threshold: 2.0 business days)
Exceeded by 8.9 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00529160
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
James Duff
Scheduled
Dec 11, 9:00 AM
Created
Sep 22, 11:05 AM
Invoice #
SM-249188

Work Details (11)

Name Type Status Qty Amount Date
WL-03013303 Labor Open 1 $0.00 Nov 19, 3:26 PM
WL-03013306 Travel Open 21 - Nov 19, 3:27 PM
WL-03013316 Labor Open 5 $0.00 Nov 19, 3:29 PM
WL-03013575 Labor Open 3 $0.00 Nov 19, 5:28 PM
WL-03013758 Labor Open 1 $0.00 Nov 19, 7:03 PM
WL-03013762 Travel Open 21 - Nov 19, 7:04 PM
WL-03013763 Expenses Open 1 $0.00 Nov 19, 7:06 PM
WL-03034662 Labor Open 4 $1,040.00 Dec 11, 4:35 PM
WL-03034671 Labor Open 2 $75.00 Dec 11, 4:43 PM
WL-03034677 Expenses Open 1 $0.00 Dec 11, 4:45 PM
WL-03035238 Expenses Open 1 $0.00 Dec 11, 10:02 PM

Details