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WO-01307616 ↗ ServiceMax

Milford Regional Physician Group • Inspection • PSM

📍 Milford Regional Urgent Care - Northbridge — 100 Commerce Drive, Northbridge MA, 01534

Oct 3, 2025 → Dec 8, 2025

✅ Completed
PSM
SLA Clock
Last business day of October 2025 · Target: Oct 31, 2025
✗ SLA Missed (22 biz days late)
Active: 42 biz days
🕐 Clock stopped: Invoiced (Dec 8, 2025)
▶ Clock Running
Status: Created
Oct 3 → Oct 3, 2025
0 business days (counted)
Running total: 0 of ? biz days used
8d
▶ Clock Running
Status: Ready for Scheduling
Oct 3 → Oct 16, 2025
8 business days (counted)
Running total: 8 of ? biz days used
▶ Clock Running
Status: Assigned
Oct 16 → Oct 16, 2025
0 business days (counted)
Running total: 8 of ? biz days used
30d
▶ Clock Running
Status: Scheduled
Oct 16 → Dec 2, 2025
30 business days (counted)
Running total: 38 of ? biz days used
▶ Clock Running
Status: Entered
Dec 2 → Dec 2, 2025
0 business days (counted)
Running total: 38 of ? biz days used
▶ Clock Running
Status: Assigned
Dec 2 → Dec 2, 2025
0 business days (counted)
Running total: 38 of ? biz days used
4d
▶ Clock Running
Status: Scheduled
Dec 2 → Dec 8, 2025
4 business days (counted)
Running total: 42 of ? biz days used
▶ Clock Running
Status: Tech On Site
Dec 8 → Dec 8, 2025
0 business days (counted)
Running total: 42 of ? biz days used
▶ Clock Running
Status: Completed
Dec 8 → Dec 8, 2025
0 business days (counted)
Running total: 42 of ? biz days used
Created: Oct 3, 2025 Invoiced: Dec 8, 2025
Show SLA Clock Detail (9 periods)
Period Status Clock Biz Days Running Total
Oct 3 → Oct 3 Created ▶ Running 0 0
Oct 3 → Oct 16 Ready for Scheduling ▶ Running 8 8
Oct 16 → Oct 16 Assigned ▶ Running 0 8
Oct 16 → Dec 2 Scheduled ▶ Running 30 38
Dec 2 → Dec 2 Entered ▶ Running 0 38
Dec 2 → Dec 2 Assigned ▶ Running 0 38
Dec 2 → Dec 8 Scheduled ▶ Running 4 42
Dec 8 → Dec 8 Tech On Site ▶ Running 0 42
Dec 8 → Dec 8 Completed ▶ Running 0 42
Dispatch 0.0d
Coordinators 45.0d
Field Work 0.8d
Incomplete 0.0d (excluded)
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
45.0 days
Over SLA
Field Work
0.8 days
Incomplete (excluded from total)
0.0 days
Billing
0.0 days
Created: Oct 3, 2025 Due: Dec 31, 2025 Completed: Dec 8, 2025 (23 days early)
📅
43.0 days Total Age
⏱️
31.0d in Scheduled Longest Stage
🔄
12 transitions Status Changes
⚠️
41.2d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
9 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 James Duff — scheduling delays attributed to technician, not coordinators
Visit 1 Dec 7, 2025
Visit 2 Dec 8, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00532660
eBiotrack - Automated New Inspection Created
Closed
Annual Equipment Electrical Safety Test And Calibration Service Equipment: 65 https://www.ebiotrack.com/inspection.php?iid=30486
Priority
High
Origin
Email
Reason
New Case
Contact
Stephanie Travis
Owner
Shelby Robinson
Created
Oct 3, 2025
Work Orders from this Case (1)
WO-01307616 (current) Invoiced
Inspection • James Duff
Created: Oct 3, 2025 • Closed: Dec 8, 2025
Completed with significant delays
Invoiced • 152 days old
🚨
Primary Delay 31.0 days stuck in "Scheduled"
⏱️
Total Delay 41.2 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
9.0d / 1.0d SLA
Assigned
0.1d / 0.5d SLA
Scheduled
36.0d / 2.0d SLA
Tech On Site
0.8d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.4d / 1.0d SLA
Incomplete
0.0d
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
10/16 KSmith -- Scheduled for 12/8 with Stephanie

10/16 KSmith -- Sent email to schedule for 12/8

🔧 Work Performed
12/08/2025 JWD Located all biomedical equipment and perform annual inspection, calibration and electrical safety tests for this site. Total of equipment inspected is 68. Added all equipment to inventory. All equipment not located added to archives notified POC of inspection findings and completion. Completed PM on M9 Autoclave.
🔍 Technician Findings
12/08/2025 JWD Complete a walkthrough with the POC for the units that need to be inspected. Locate all biomed equipment and perform 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: 65 https://www.ebiotrack.com/inspection.php?iid=30486

Timeline

📞
Case Linked Oct 3, 7:00 AM
Case Number: 00532660
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Oct 3, 9:24 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
⚠️ 9.0 business days
👷
▶
2 Technician Assigned Oct 16, 11:40 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 13d 2h
🗓️
▶
2 Status: Scheduled Oct 16, 12:23 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-12-08T14:00:00.000+0000
🚨 31.0 business days
🆕
▶
4 Status: Entered Dec 2, 8:16 AM
Status: Entered → Technician Assigned → Status: Scheduled → Dispatch Scheduled
👷
Technician Assigned by Kourtney Smith
Technician: a0hVU000000qRH3YAM, James Duff
🗓️
Status: Scheduled by Kourtney Smith
From: Assigned
To: Scheduled
Duration in Previous: 1m
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-12-08T14:00:00.000+0000
⏳ 4.0 business days
⏱️
Labor Added Dec 7, 11:29 PM
Type: Labor
Status: Open
Qty: 8.5
💵
2x Expenses Added Dec 7, 11:35 PM
Type: Expenses
Status: Open
Qty: 1
🔧
Status: Tech On Site by James Duff Dec 8, 8:57 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 6d 0h
🔩
▶
2 Parts Added Dec 8, 9:56 AM
Parts Added → Labor Added
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 1.5
✔️
▶
2 Status: Completed Dec 8, 3:16 PM
Status: Completed → 2x Labor Added
⏱️
2x Labor Added
Type: Labor
Status: Open
Qty: 6.5, 1.5
🏁
Status: Closed by James Duff Dec 8, 3:30 PM
From: Completed
To: Closed
Duration in Previous: 14m
⚠️
▶
3 Status: Incomplete Dec 8, 4:54 PM
Status: Incomplete → 2x Expenses Added → Status: Closed
💵
2x Expenses Added
Type: Expenses
Status: Open
Qty: 1
🏁
Status: Closed by Matthew Bateman
From: Incomplete
To: Closed
Duration in Previous: 1m
⏳ 2.9 business days
📄
▶
2 Status: Ready to Bill Dec 10, 11:54 AM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
⏳ 3.9 business days
🧾
Invoice Created Dec 15, 7:27 AM
Invoice Number: SM-248660

Bottlenecks

Ready for Scheduling
Duration: 9.0 business days (threshold: 1.0 business days)
Exceeded by 8.0 business days
Scheduled
Duration: 31.0 business days (threshold: 2.0 business days)
Exceeded by 29.0 business days
Scheduled
Duration: 5.0 business days (threshold: 2.0 business days)
Exceeded by 3.0 business days
Closed
Duration: 2.3 business days (threshold: 1.0 business days)
Exceeded by 1.3 business days

🔗 Related Artifacts

📞
Case 00532660
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
James Duff
Scheduled
Dec 8, 9:00 AM
Created
Oct 3, 9:24 AM
Invoice #
SM-248660

Work Details (9)

Name Type Status Qty Amount Date
WL-03029771 Labor Open 8.5 $0.00 Dec 7, 11:29 PM
WL-03029772 Expenses Open 1 $0.00 Dec 7, 11:35 PM
WL-03029773 Expenses Open 1 $0.00 Dec 7, 11:35 PM
WL-03029938 Parts Open 1 $297.00 Dec 8, 9:56 AM
WL-03029939 Labor Open 1.5 $0.00 Dec 8, 9:58 AM
WL-03030305 Labor Open 6.5 $2,042.40 Dec 8, 3:18 PM
WL-03030306 Labor Open 1.5 $0.00 Dec 8, 3:18 PM
WL-03030472 Expenses Open 1 $0.00 Dec 8, 4:55 PM
WL-03030473 Expenses Open 1 $0.00 Dec 8, 4:55 PM

Details