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WO-01305708 ↗ ServiceMax

Oak Street Health • Inspection • PSM

📍 Oak Street Health - Toledo Northside, OH — 553 E. Manhattan Blvd., Toledo OH, 43608

Sep 23, 2025 → Nov 13, 2025

✅ Completed
PSM
SLA Clock
Last business day of September 2025 · Target: Sep 30, 2025
✗ SLA Missed (30 biz days late)
Active: 36 biz days
🕐 Clock stopped: Completed (Nov 14, 2025)
▶ Clock Running
Status: Created
Sep 23 → Sep 23, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 23 → Sep 23, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Sep 23 → Sep 23, 2025
0 business days (counted)
Running total: 0 of ? biz days used
34d
▶ Clock Running
Status: Scheduled
Sep 23 → Nov 12, 2025
34 business days (counted)
Running total: 34 of ? biz days used
▶ Clock Running
Status: Tech On Site
Nov 12 → Nov 13, 2025
1 business day (counted)
Running total: 35 of ? biz days used
▶ Clock Running
Status: Tech Off Site
Nov 13 → Nov 13, 2025
0 business days (counted)
Running total: 35 of ? biz days used
▶ Clock Running
Status: Tech On Site
Nov 13 → Nov 14, 2025
1 business day (counted)
Running total: 36 of ? biz days used
Created: Sep 23, 2025 Completed: Nov 14, 2025
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Sep 23 → Sep 23 Created ▶ Running 0 0
Sep 23 → Sep 23 Ready for Scheduling ▶ Running 0 0
Sep 23 → Sep 23 Assigned ▶ Running 0 0
Sep 23 → Nov 12 Scheduled ▶ Running 34 34
Nov 12 → Nov 13 Tech On Site ▶ Running 1 35
Nov 13 → Nov 13 Tech Off Site ▶ Running 0 35
Nov 13 → Nov 14 Tech On Site ▶ Running 1 36
Dispatch 0.0d
Coordinators 35.3d
Field Work 3.4d
Billing 11.3d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
35.3 days
Over SLA
Field Work
3.4 days
Over SLA
Billing
11.3 days
Over SLA
Created: Sep 23, 2025 Due: Nov 28, 2025 Completed: Nov 14, 2025 (14 days early)
📅
36.4 days Total Age
⏱️
34.6d in Scheduled Longest Stage
🔄
9 transitions Status Changes
⚠️
43.3d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
12 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 Jordan Moceri — scheduling delays attributed to technician, not coordinators
Visit 1 Nov 12, 2025
Visit 2 Nov 13, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00529514
eBiotrack - Automated New Inspection Created
Closed
Annual Equipment Electrical Safety Test And Calibration Service This customer is VT/Full-Service. All parts orders and warranty inquires need to be handled by EMSAR. 103 pieces https://www.ebiotrack.com/inspection.php?iid=30262
Priority
Standard
Origin
Email
Reason
New Case
Contact
Nikki Wilson
Owner
Sherry Reich
Created
Sep 23, 2025
Work Orders from this Case (1)
WO-01305708 (current) Invoiced
Inspection • Jordan Moceri
Created: Sep 23, 2025 • Closed: Nov 13, 2025
Completed with significant delays
Invoiced • 162 days old
🚨
Primary Delay 34.6 days stuck in "Scheduled"
⏱️
Total Delay 43.3 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
0.6d / 1.0d SLA
Assigned
0.1d / 0.5d SLA
Scheduled
34.6d / 2.0d SLA
Tech On Site
3.4d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
8.7d / 1.0d SLA
Invoice Pending
2.6d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

9/23/2025 CRamen Logged emailconfirming Wednesday 11/12-Thursday 11/13/2025 with an arrival window between 9-11am.


9/23/2025 CRamen LYoder in scheduling meeting to assign to Jordan. 6.5hr TR. Logged email requesting Wednesday 11/12-Thursday 11/13/2025 with an arrival window between 9-11am. Placeholder set

🔧 Work Performed
inspection performed
🔍 Technician Findings
inspection needed
⚠️ Problem Description
Annual Equipment Electrical Safety Test And Calibration Service This customer is VT/Full-Service. All parts orders and warranty inquires need to be handled by EMSAR. 103 pieces https://www.ebiotrack.com/inspection.php?iid=30262

Timeline

📞
Case Linked Sep 23, 7:00 AM
Case Number: 00529514
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Sep 23, 9:34 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 1m
👷
▶
2 Technician Assigned Sep 23, 2:31 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Charles Ramen
From: Ready for Scheduling
To: Assigned
Duration in Previous: 4h 56m
🗓️
▶
2 Status: Scheduled Sep 23, 3:29 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2025-11-12T15:00:00.000+0000
🚨 26.0 business days
💵
Expenses Added Oct 29, 3:02 PM
Type: Expenses
Status: Open
Qty: 1
🚨 10.0 business days
🔧
Status: Tech On Site by Jordan Moceri Nov 12, 10:52 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 49d 20h
⏱️
3x Labor Added Nov 12, 12:12 PM
Type: Labor, Travel
Status: Open
Qty: 3.3666666666667, 187
🚗
Status: Tech Off Site by Jordan Moceri Nov 13, 10:27 AM
From: Tech On Site, Tech Off Site
To: Tech Off Site, Tech On Site
Duration in Previous: 23h 35m, 0m
⏱️
▶
4 4x Labor Added Nov 13, 10:12 PM
4x Labor Added → 3x Labor Added → Parts Added → Status: Completed
⏱️
3x Labor Added
Type: Labor
Status: Open
Qty: 3.3333333333333, 3.2833333333333, 2.2166666666667
🔩
Parts Added
Type: Parts
Status: Open
Qty: 1
✔️
Status: Completed by Jordan Moceri
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 11h 49m, 0m
⏳ 2.2 business days
📄
Status: Ready to Bill by Diane Patton Nov 17, 1:29 PM
From: Closed
To: Ready to Bill
Duration in Previous: 3d 15h
⚠️ 9.0 business days
📨
Status: Invoice Pending by Diane Patton Dec 1, 1:49 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 14d 0h
⏳ 3.0 business days
🧾
▶
2 Invoice Created Dec 3, 9:30 AM
Invoice Created → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1d 19h

Bottlenecks

Scheduled
Duration: 34.6 business days (threshold: 2.0 business days)
Exceeded by 32.6 business days
Tech On Site
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Tech On Site
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.3 business hours
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 8.7 business days (threshold: 1.0 business days)
Exceeded by 7.7 business days
Invoice Pending
Duration: 2.6 business days (threshold: 2.0 business days)
Exceeded by 5.2 business hours

🔗 Related Artifacts

📞
Case 00529514
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Jordan Moceri
Scheduled
Nov 12, 10:00 AM
Created
Sep 23, 9:34 AM
Invoice #
SM-247862

Work Details (12)

Name Type Status Qty Amount Date
WL-02988243 Expenses Open 1 $0.00 Oct 29, 3:02 PM
WL-03004530 Labor Open 3.3666666666667 $0.00 Nov 12, 12:12 PM
WL-03004531 Travel Open 187 - Nov 12, 12:12 PM
WL-03004532 Travel Open 187 - Nov 12, 12:12 PM
WL-03006917 Labor Open 3.6333333333333 $2,936.80 Nov 13, 10:12 PM
WL-03006919 Travel Open 187 - Nov 13, 10:12 PM
WL-03006920 Travel Open 187 - Nov 13, 10:12 PM
WL-03006918 Labor Open 3.25 $0.00 Nov 13, 10:12 PM
WL-03006930 Labor Open 3.3333333333333 $0.00 Nov 13, 10:14 PM
WL-03006928 Labor Open 3.2833333333333 $0.00 Nov 13, 10:14 PM
WL-03006929 Labor Open 2.2166666666667 $0.00 Nov 13, 10:14 PM
WL-03006931 Parts Open 1 $98.21 Nov 13, 10:16 PM

Details