Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01307843 ↗ ServiceMax

Community Health Center CHC New Britain • Inspection • PSM

📍 CHC of New Britain (Med1) (10448-13-010) — 85 Lafayette St, New Britain CT, 06051

Oct 6, 2025 → Dec 12, 2025

✅ Completed
PSM
SLA Clock
Last business day of October 2025 · Target: Oct 31, 2025
✗ SLA Missed (26 biz days late)
Active: 45 biz days
🕐 Clock stopped: Completed (Dec 12, 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
4d
▶ Clock Running
Status: Assigned
Oct 16 → Oct 22, 2025
4 business days (counted)
Running total: 11 of ? biz days used
32d
▶ Clock Running
Status: Scheduled
Oct 22 → Dec 10, 2025
32 business days (counted)
Running total: 43 of ? biz days used
▶ Clock Running
Status: Tech On Site
Dec 10 → Dec 11, 2025
1 business day (counted)
Running total: 44 of ? biz days used
▶ Clock Running
Status: Tech Off Site
Dec 11 → Dec 11, 2025
0 business days (counted)
Running total: 44 of ? biz days used
▶ Clock Running
Status: Tech On Site
Dec 11 → Dec 12, 2025
1 business day (counted)
Running total: 45 of ? biz days used
▶ Clock Running
Status: Tech Off Site
Dec 12 → Dec 12, 2025
0 business days (counted)
Running total: 45 of ? biz days used
▶ Clock Running
Status: Tech On Site
Dec 12 → Dec 12, 2025
0 business days (counted)
Running total: 45 of ? biz days used
Created: Oct 6, 2025 Completed: Dec 12, 2025
Show SLA Clock Detail (9 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 22 Assigned ▶ Running 4 11
Oct 22 → Dec 10 Scheduled ▶ Running 32 43
Dec 10 → Dec 11 Tech On Site ▶ Running 1 44
Dec 11 → Dec 11 Tech Off Site ▶ Running 0 44
Dec 11 → Dec 12 Tech On Site ▶ Running 1 45
Dec 12 → Dec 12 Tech Off Site ▶ Running 0 45
Dec 12 → Dec 12 Tech On Site ▶ Running 0 45
Dispatch 0.0d
Coordinators 45.8d
Field Work 5.3d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
45.8 days
Over SLA
Field Work
5.3 days
Over SLA
Billing
0.0 days
Created: Oct 6, 2025 Due: Dec 31, 2025 Completed: Dec 12, 2025 (19 days early)
📅
46.0 days Total Age
⏱️
32.8d in Scheduled Longest Stage
🔄
12 transitions Status Changes
⚠️
44.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
24 lines Work Details
🚩
3 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
3 On-Site Visits
3 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Mohamed Shareed — scheduling delays attributed to technician, not coordinators
Visit 1 Dec 10, 2025
Visit 2 Dec 11, 2025
Visit 3 Dec 12, 2025

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00533019
eBiotrack - Automated New Inspection Created
Closed
Annual Equipment Electrical Safety Test And Calibration Service Equipment: 319 https://www.ebiotrack.com/inspection.php?iid=30527
Priority
Standard
Origin
Email
Reason
New Case
Contact
Andrea McGraw
Owner
Shelby Robinson
Created
Oct 5, 2025
Work Orders from this Case (1)
WO-01307843 (current) Invoiced
Inspection • Mohamed Shareed
Created: Oct 6, 2025 • Closed: Dec 12, 2025
Completed with significant delays
Invoiced • 149 days old
🚨
Primary Delay 32.8 days stuck in "Scheduled"
⏱️
Total Delay 44.6 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
5.0d / 0.5d SLA
Scheduled
32.8d / 2.0d SLA
Tech On Site
3.3d / 1.0d SLA
Tech Off Site
2.0d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
3.1d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10/22 KSmith -- Scheduled for 12/10-12/11 with Andrea. Address is

85 Lafayette Street

New Britain, CT 06051

10/22 KSmith -- Brooke was not aware of any service being requested. Advised this is for the annual inspection due in December and am awaiting response.

10/20 KSmith -- Per Andrea, Brooke is the POC

Baptista, Brooke <baptisb@chc1.com>

10/20 KSmith -- Per Andrea, "I am not sure of this location. Let me get some info and I will reach back out."

10/20 KSmith -- Sent email to schedule for 12/10-12/11 (2 FSEs)

10/16 KSmith -- Sent email to schedule for 12/10-12/11 (2 FSEs)

🔧 Work Performed
Completed annual inspection. All work documented in ebiotrack S.O #: 370-17192-30527.
🔍 Technician Findings
Completed annual inspection. All work documented in ebiotrack S.O #: 370-17192-30527.
⚠️ Problem Description
Annual Equipment Electrical Safety Test And Calibration Service Equipment: 319 https://www.ebiotrack.com/inspection.php?iid=30527

Timeline

📞
Case Linked Oct 5, 7:00 AM
Case Number: 00533019
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
⏳ 1.0 business days
📋
▶
2 Work Order Created Oct 6, 11:49 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 Status: Assigned Oct 16, 11:37 AM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Kourtney Smith
Technician: a0h8Y00000JjDuVQAV, Edward Arias
⚠️ 5.0 business days
👷
▶
3 Technician Assigned Oct 22, 1:32 PM
Technician Assigned → Status: Scheduled → Dispatch Scheduled
🗓️
Status: Scheduled by Kourtney Smith
From: Assigned
To: Scheduled
Duration in Previous: 6d 1h
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-12-10T15:00:00.000+0000, 2025-12-11T15:00:00.000+0000
🚨 32.0 business days
📅
Dispatch Scheduled by Kourtney Smith Dec 9, 1:01 PM
Scheduled For: 2025-12-10T16:00:00.000+0000
🔧
Status: Tech On Site by Mohamed Shareed Dec 10, 11:34 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 48d 23h
🚗
▶
2 2x Travel Added Dec 10, 7:27 PM
2x Travel Added → 3x Labor Added
⏱️
3x Labor Added
Type: Labor
Status: Open
Qty: 1, 4, 2.5
🚗
Status: Tech Off Site by Mohamed Shareed Dec 10, 7:34 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 8h 0m
🔧
Status: Tech On Site by Mohamed Shareed Dec 11, 9:07 AM
From: Tech Off Site
To: Tech On Site
Duration in Previous: 13h 32m
⏱️
5x Labor Added Dec 11, 8:50 PM
Type: Labor, Travel
Status: Open
Qty: 0.5, 1.25, 3, 14, 109
🚗
Status: Tech Off Site by Mohamed Shareed Dec 11, 9:01 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 11h 53m
⏱️
5x Labor Added Dec 11, 9:24 PM
Type: Labor, Travel
Status: Open
Qty: 2, 7.75, 2.5, 96, 98
🔧
Status: Tech On Site by Mohamed Shareed Dec 12, 8:08 AM
From: Tech Off Site
To: Tech On Site
Duration in Previous: 11h 7m
🔩
9x Parts Added Dec 12, 5:58 PM
Type: Parts, Labor, Travel
Status: Open
Qty: 1, 2, 5.5, 2.5, 96, 98
✔️
Status: Completed by Mohamed Shareed Dec 12, 6:11 PM
From: Tech On Site
To: Completed
Duration in Previous: 10h 2m
🏁
Status: Closed by Mohamed Shareed Dec 12, 6:17 PM
From: Completed
To: Closed
Duration in Previous: 5m
⏳ 3.7 business days
📄
▶
3 Status: Ready to Bill Dec 17, 9:50 AM
Status: Ready to Bill → Invoice Created → Status: Invoiced
🧾
Invoice Created
Invoice Number: SM-249263
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m

Bottlenecks

Ready for Scheduling
Duration: 8.0 business days (threshold: 1.0 business days)
Exceeded by 7.0 business days
Assigned
Duration: 5.0 business days (threshold: 4.0 business hours)
Exceeded by 4.5 business days
Scheduled
Duration: 32.8 business days (threshold: 2.0 business days)
Exceeded by 30.8 business days
Tech On Site
Duration: 1.0 business days (threshold: 1.0 business days)
Exceeded by 0.0 business hours
Tech On Site
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.0 business hours
Closed
Duration: 3.1 business days (threshold: 1.0 business days)
Exceeded by 2.1 business days

🔗 Related Artifacts

📞
Case 00533019
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Mohamed Shareed
Scheduled
Dec 10, 11:00 AM
Created
Oct 6, 11:49 AM
Invoice #
SM-249263

Work Details (24)

Name Type Status Qty Amount Date
WL-03033446 Travel Open 40 - Dec 10, 7:27 PM
WL-03033447 Travel Open 96 - Dec 10, 7:27 PM
WL-03033448 Labor Open 1 $0.00 Dec 10, 7:32 PM
WL-03033449 Labor Open 4 $0.00 Dec 10, 7:32 PM
WL-03033450 Labor Open 2.5 $0.00 Dec 10, 7:32 PM
WL-03035112 Labor Open 0.5 $0.00 Dec 11, 8:50 PM
WL-03035113 Labor Open 1.25 $0.00 Dec 11, 8:50 PM
WL-03035114 Labor Open 3 $0.00 Dec 11, 8:50 PM
WL-03035115 Travel Open 14 - Dec 11, 8:50 PM
WL-03035116 Travel Open 109 - Dec 11, 8:50 PM
WL-03035167 Labor Open 2 $0.00 Dec 11, 9:24 PM
WL-03035168 Labor Open 7.75 $0.00 Dec 11, 9:24 PM
WL-03035169 Labor Open 2.5 $0.00 Dec 11, 9:24 PM
WL-03035170 Travel Open 96 - Dec 11, 9:24 PM
WL-03035171 Travel Open 98 - Dec 11, 9:24 PM
WL-03036447 Parts Open 1 $157.95 Dec 12, 5:58 PM
WL-03036448 Parts Open 1 $10.80 Dec 12, 5:58 PM
WL-03036449 Parts Open 1 $98.21 Dec 12, 5:58 PM
WL-03036450 Parts Open 1 $71.21 Dec 12, 5:58 PM
WL-03036451 Labor Open 2 $0.00 Dec 12, 5:58 PM
WL-03036452 Labor Open 5.5 $7,813.20 Dec 12, 5:58 PM
WL-03036453 Labor Open 2.5 $0.00 Dec 12, 5:58 PM
WL-03036454 Travel Open 96 - Dec 12, 5:58 PM
WL-03036455 Travel Open 98 - Dec 12, 5:58 PM

Details