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WO-01305736 ↗ ServiceMax

Oak Street Health • Inspection • PSM

📍 Oak Street Health - Whitehaven, TN — 5339 Elvis Presley Blvd., Memphis TN, 38116

Sep 23, 2025 → Nov 10, 2025

✅ Completed
PSM
SLA Clock
Last business day of September 2025 · Target: Sep 30, 2025
✗ SLA Missed (27 biz days late)
Active: 33 biz days
🕐 Clock stopped: Completed (Nov 10, 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
31d
▶ Clock Running
Status: Assigned
Sep 23 → Nov 6, 2025
31 business days (counted)
Running total: 31 of ? biz days used
▶ Clock Running
Status: Scheduled
Nov 6 → Nov 10, 2025
2 business days (counted)
Running total: 33 of ? biz days used
▶ Clock Running
Status: Tech On Site
Nov 10 → Nov 10, 2025
0 business days (counted)
Running total: 33 of ? biz days used
Created: Sep 23, 2025 Completed: Nov 10, 2025
Show SLA Clock Detail (5 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 → Nov 6 Assigned ▶ Running 31 31
Nov 6 → Nov 10 Scheduled ▶ Running 2 33
Nov 10 → Nov 10 Tech On Site ▶ Running 0 33
Dispatch 0.0d
Coordinators 34.5d
Field Work 0.8d
Billing 14.1d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
34.5 days
Over SLA
Field Work
0.8 days
Billing
14.1 days
Over SLA
Created: Sep 23, 2025 Due: Nov 28, 2025 Completed: Nov 10, 2025 (18 days early)
📅
34.0 days Total Age
⏱️
31.8d in Assigned Longest Stage
🔄
8 transitions Status Changes
⚠️
43.2d 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 #00529525
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. 126 pieces https://www.ebiotrack.com/inspection.php?iid=30264
Priority
Standard
Origin
Email
Reason
New Case
Contact
Sidharth Mahajan
Owner
Sherry Reich
Created
Sep 23, 2025
Work Orders from this Case (1)
WO-01305736 (current) Invoiced
Inspection • Michael Swingle
Created: Sep 23, 2025 • Closed: Nov 10, 2025
Completed with significant delays
Invoiced • 162 days old
🚨
Primary Delay 31.8 days stuck in "Assigned"
⏱️
Total Delay 43.2 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
0.4d / 1.0d SLA
Assigned
31.8d / 0.5d SLA
Scheduled
2.3d / 2.0d SLA
Tech On Site
0.8d / 1.0d SLA
Closed
1.5d / 1.0d SLA
Ready to Bill
11.5d / 1.0d SLA
Invoice Pending
2.6d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/6 MOwens Sent another email to William Bean asking to schedule the inspection visit during Nov. William replied back that starting the inspections on 11/10 works for him. Eta between 10-11am.

10/30 MOwens Called and spoke to Sid. William Bean is the correct POC to schedule the inspection. Sending an email to William.

🔧 Work Performed
performed an inspection and electrical testing on all Biomed equipment. I placed all equipment back into service and is ready for use.
🔍 Technician Findings
I arrived on site to do an inspection on the BioMed equipment.
⚠️ 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. 126 pieces https://www.ebiotrack.com/inspection.php?iid=30264

Timeline

📞
Case Linked Sep 23, 7:02 AM
Case Number: 00529525
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Sep 23, 10:16 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Technician Assigned Sep 23, 1:20 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 3h 2m
🚨 32.0 business days
🗓️
▶
2 Status: Scheduled Nov 6, 4:43 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2025-11-10T15:00:00.000+0000
⏳ 2.9 business days
🔧
Status: Tech On Site by MICHAEL SWINGLE Nov 10, 8:52 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 3d 16h
⏱️
5x Labor Added Nov 10, 2:54 PM
Type: Labor, Travel
Status: Open
Qty: 3.3666666666667, 6.2166666666667, 3.4166666666667, 208
✔️
Status: Completed by MICHAEL SWINGLE Nov 10, 3:04 PM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 6h 11m, 0m
⏳ 2.0 business days
📄
Status: Ready to Bill by Diane Patton Nov 12, 3:12 PM
From: Closed
To: Ready to Bill
Duration in Previous: 2d 0h
🚨 12.0 business days
📨
Status: Invoice Pending by Diane Patton Dec 1, 1:49 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 18d 22h
⏳ 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

Assigned
Duration: 31.8 business days (threshold: 4.0 business hours)
Exceeded by 31.3 business days
Scheduled
Duration: 2.3 business days (threshold: 2.0 business days)
Exceeded by 2.3 business hours
Closed
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 3.9 business hours
Ready to Bill
Duration: 11.5 business days (threshold: 1.0 business days)
Exceeded by 10.5 business days
Invoice Pending
Duration: 2.6 business days (threshold: 2.0 business days)
Exceeded by 5.2 business hours

🔗 Related Artifacts

📞
Case 00529525
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Michael Swingle
Scheduled
Nov 10, 10:00 AM
Created
Sep 23, 10:16 AM
Invoice #
SM-247862

Work Details (5)

Name Type Status Qty Amount Date
WL-03002220 Labor Open 3.3666666666667 $0.00 Nov 10, 2:54 PM
WL-03002221 Labor Open 6.2166666666667 $3,127.20 Nov 10, 2:54 PM
WL-03002222 Labor Open 3.4166666666667 $0.00 Nov 10, 2:54 PM
WL-03002223 Travel Open 208 - Nov 10, 2:54 PM
WL-03002224 Travel Open 208 - Nov 10, 2:54 PM

Details