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WO-01307836 ↗ ServiceMax

Oak Street Health • Inspection • PSM

📍 Oak Street Health - Far Rockaway — 1048 Beach 20th Street, Far Rockaway NY, 11691

Oct 6, 2025 → Dec 3, 2025

✅ Completed
PSM
SLA Clock
Last business day of October 2025 · Target: Oct 31, 2025
✗ SLA Missed (19 biz days late)
Active: 38 biz days
🕐 Clock stopped: Completed (Dec 3, 2025)
▶ Clock Running
Status: Created
Oct 6 → Oct 6, 2025
0 business days (counted)
Running total: 0 of ? biz days used
7d
▶ Clock Running
Status: Ready for Scheduling
Oct 6 → Oct 16, 2025
7 business days (counted)
Running total: 7 of ? biz days used
▶ Clock Running
Status: Assigned
Oct 16 → Oct 20, 2025
2 business days (counted)
Running total: 9 of ? biz days used
11d
▶ Clock Running
Status: Scheduled
Oct 20 → Nov 4, 2025
11 business days (counted)
Running total: 20 of ? biz days used
▶ Clock Running
Status: Entered
Nov 4 → Nov 4, 2025
0 business days (counted)
Running total: 20 of ? biz days used
▶ Clock Running
Status: Assigned
Nov 4 → Nov 4, 2025
0 business days (counted)
Running total: 20 of ? biz days used
18d
▶ Clock Running
Status: Scheduled
Nov 4 → Dec 3, 2025
18 business days (counted)
Running total: 38 of ? biz days used
Created: Oct 6, 2025 Completed: Dec 3, 2025
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Oct 6 → Oct 6 Created ▶ Running 0 0
Oct 6 → Oct 16 Ready for Scheduling ▶ Running 7 7
Oct 16 → Oct 20 Assigned ▶ Running 2 9
Oct 20 → Nov 4 Scheduled ▶ Running 11 20
Nov 4 → Nov 4 Entered ▶ Running 0 20
Nov 4 → Nov 4 Assigned ▶ Running 0 20
Nov 4 → Dec 3 Scheduled ▶ Running 18 38
Dispatch 0.0d
Coordinators 41.5d
Billing 18.3d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
41.5 days
Over SLA
Billing
18.3 days
Over SLA
Created: Oct 6, 2025 Due: Dec 31, 2025 Completed: Dec 3, 2025 (28 days early)
📅
39.0 days Total Age
⏱️
19.0d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
54.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00533018
eBiotrack - Automated New Inspection Created
Closed
Annual Equipment Electrical Safety Test And Calibration Service Equipment: 89 https://www.ebiotrack.com/inspection.php?iid=30526 This customer is VT/Full-Service. All parts orders and warranty inquires need to be handled by EMSAR.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Terrence Winston
Owner
Shelby Robinson
Created
Oct 5, 2025
Work Orders from this Case (1)
WO-01307836 (current) Invoiced
Inspection • Edward Arias
Created: Oct 6, 2025 • Closed: Dec 3, 2025
Completed with significant delays
Invoiced • 149 days old
🚨
Primary Delay 19.0 days stuck in "Scheduled"
⏱️
Total Delay 54.6 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
8.0d / 1.0d SLA
Assigned
3.0d / 0.5d SLA
Scheduled
30.5d / 2.0d SLA
Closed
2.3d / 1.0d SLA
Ready to Bill
18.3d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
10/20 KSmith -- Scheduled for 12/3 with Diane

10/20 KSmith -- Sent email to schedule for 12/3

10/16 KSmith -- Sent email to schedule for 12/3

🔧 Work Performed
Inspection completed on 84 items
🔍 Technician Findings
Inspection due
⚠️ Problem Description
Annual Equipment Electrical Safety Test And Calibration Service Equipment: 89 https://www.ebiotrack.com/inspection.php?iid=30526 This customer is VT/Full-Service. All parts orders and warranty inquires need to be handled by EMSAR.

Timeline

📞
Case Linked Oct 5, 7:00 AM
Case Number: 00533018
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
⏳ 1.0 business days
📋
▶
2 Work Order Created Oct 6, 11:35 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
⚠️ 8.0 business days
👷
▶
2 Technician Assigned Oct 16, 11:25 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 9d 23h
⏳ 3.0 business days
🗓️
▶
2 Status: Scheduled Oct 20, 3:46 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-12-03T14:00:00.000+0000
🚨 12.0 business days
🆕
▶
3 Status: Entered Nov 4, 8:50 AM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kourtney Smith
Technician: Edward Arias
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-12-03T14:00:00.000+0000
🚨 19.0 business days
⏱️
3x Labor Added Dec 3, 10:26 AM
Type: Labor, Travel
Status: Open
Qty: 1.75, 37
⏱️
▶
2 2x Labor Added Dec 3, 4:34 PM
2x Labor Added → Status: Completed
✔️
Status: Completed by Edward Arias
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 29d 7h, 0m
⏳ 2.9 business days
📄
Status: Ready to Bill by Diane Patton Dec 5, 4:41 PM
From: Closed
To: Ready to Bill
Duration in Previous: 2d 0h
🚨 18.9 business days
📨
Status: Invoice Pending by Diane Patton Jan 2, 6:10 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 28d 1h
🧾
▶
2 Invoice Created Jan 2, 6:30 PM
Invoice Created → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 19m

Bottlenecks

Ready for Scheduling
Duration: 8.0 business days (threshold: 1.0 business days)
Exceeded by 7.0 business days
Assigned
Duration: 3.0 business days (threshold: 4.0 business hours)
Exceeded by 2.5 business days
Scheduled
Duration: 11.5 business days (threshold: 2.0 business days)
Exceeded by 9.5 business days
Scheduled
Duration: 19.0 business days (threshold: 2.0 business days)
Exceeded by 17.0 business days
Closed
Duration: 2.3 business days (threshold: 1.0 business days)
Exceeded by 1.3 business days
Ready to Bill
Duration: 18.3 business days (threshold: 1.0 business days)
Exceeded by 17.3 business days

🔗 Related Artifacts

📞
Case 00533018
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Edward Arias
Scheduled
Dec 3, 9:00 AM
Created
Oct 6, 11:35 AM
Invoice #
SM-250448

Work Details (5)

Name Type Status Qty Amount Date
WL-03024762 Labor Open 1.75 $0.00 Dec 3, 10:26 AM
WL-03024763 Travel Open 37 - Dec 3, 10:26 AM
WL-03024764 Travel Open 37 - Dec 3, 10:26 AM
WL-03025342 Labor Open 4.75 $2,175.20 Dec 3, 4:34 PM
WL-03025343 Labor Open 2 $0.00 Dec 3, 4:34 PM

Details