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WO-01308574 ↗ ServiceMax

Oak Street Health • Inspection • PSM

📍 Oak Street Health - Sutter Ave, NY — 455 Sutter Ave, Brooklyn NY, 11212

Oct 9, 2025 → Dec 5, 2025

✅ Completed
PSM
SLA Clock
Last business day of October 2025 · Target: Oct 31, 2025
✗ SLA Missed (21 biz days late)
Active: 37 biz days
🕐 Clock stopped: Completed (Dec 5, 2025)
▶ Clock Running
Status: Created
Oct 9 → Oct 9, 2025
0 business days (counted)
Running total: 0 of ? biz days used
4d
▶ Clock Running
Status: Ready for Scheduling
Oct 9 → Oct 16, 2025
4 business days (counted)
Running total: 4 of ? biz days used
3d
▶ Clock Running
Status: Assigned
Oct 16 → Oct 21, 2025
3 business days (counted)
Running total: 7 of ? biz days used
30d
▶ Clock Running
Status: Scheduled
Oct 21 → Dec 5, 2025
30 business days (counted)
Running total: 37 of ? biz days used
▶ Clock Running
Status: Tech On Site
Dec 5 → Dec 5, 2025
0 business days (counted)
Running total: 37 of ? biz days used
▶ Clock Running
Status: Scheduled
Dec 5 → Dec 5, 2025
0 business days (counted)
Running total: 37 of ? biz days used
▶ Clock Running
Status: Tech On Site
Dec 5 → Dec 5, 2025
0 business days (counted)
Running total: 37 of ? biz days used
Created: Oct 9, 2025 Completed: Dec 5, 2025
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Oct 9 → Oct 9 Created ▶ Running 0 0
Oct 9 → Oct 16 Ready for Scheduling ▶ Running 4 4
Oct 16 → Oct 21 Assigned ▶ Running 3 7
Oct 21 → Dec 5 Scheduled ▶ Running 30 37
Dec 5 → Dec 5 Tech On Site ▶ Running 0 37
Dec 5 → Dec 5 Scheduled ▶ Running 0 37
Dec 5 → Dec 5 Tech On Site ▶ Running 0 37
Dispatch 0.0d
Coordinators 39.8d
Field Work 1.1d
Billing 16.2d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
39.8 days
Over SLA
Field Work
1.1 days
Billing
16.2 days
Over SLA
Created: Oct 9, 2025 Due: Dec 31, 2025 Completed: Dec 6, 2025 (25 days early)
📅
37.8 days Total Age
⏱️
30.9d in Scheduled Longest Stage
🔄
10 transitions Status Changes
⚠️
52.4d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
13 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 Mohamed Shareed — scheduling delays attributed to technician, not coordinators
Visit 1 Dec 5, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00534160
eBiotrack - Automated New Inspection Created
Closed
Annual Equipment Electrical Safety Test And Calibration Service Equipment: 128 https://www.ebiotrack.com/inspection.php?iid=30603 This customer is VT/Full-Service. All parts orders and warranty inquires need to be handled by EMSAR.Inspection Flag: Update the wall mounted BPs to the correct model/manf
Priority
Standard
Origin
Email
Reason
New Case
Contact
samuella israel
Owner
Shelby Robinson
Created
Oct 9, 2025
Work Orders from this Case (1)
WO-01308574 (current) Invoiced
Inspection • Mohamed Shareed
Created: Oct 9, 2025 • Closed: Dec 5, 2025
Completed with significant delays
Invoiced • 146 days old
🚨
Primary Delay 30.9 days stuck in "Scheduled"
⏱️
Total Delay 52.4 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
4.8d / 1.0d SLA
Assigned
4.0d / 0.5d SLA
Scheduled
30.9d / 2.0d SLA
Tech On Site
1.0d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
16.2d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10/21 KSmith -- Scheduled for 12/5 with Naphtah

10/21 KSmith -- Naphtah requested a Friday. Provided 12/5 and am awaiting response

10/20 KSmith -- Sent email to schedule for 12/1-12/2

10/16 KSmith -- Sent email to schedule for 12/1-12/2

🔧 Work Performed
Completed annual inspection. All work documented in ebiotrack S.O #: 256-15785-30603.
🔍 Technician Findings
Completed annual inspection. All work documented in ebiotrack S.O #: 256-15785-30603.
⚠️ Problem Description
Annual Equipment Electrical Safety Test And Calibration Service Equipment: 128 https://www.ebiotrack.com/inspection.php?iid=30603 This customer is VT/Full-Service. All parts orders and warranty inquires need to be handled by EMSAR.Inspection Flag: Update the wall mounted BPs to the correct model/manf

Timeline

📞
Case Linked Oct 9, 7:00 AM
Case Number: 00534160
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Oct 9, 1:18 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Shelby Robinson
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
⚠️ 5.0 business days
👷
▶
2 Technician Assigned Oct 16, 11:33 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 6d 22h
⏳ 4.0 business days
📅
▶
2 Dispatch Scheduled Oct 21, 12:39 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kourtney Smith
From: Assigned
To: Scheduled
Duration in Previous: 5d 1h
🚨 27.0 business days
📅
Dispatch Scheduled by Kourtney Smith Dec 1, 10:20 AM
Scheduled For: 2025-12-05T16:00:00.000+0000
⚠️ 5.0 business days
🔧
Status: Tech On Site by Mohamed Shareed Dec 5, 8:58 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 44d 21h
👷
▶
2 Technician Assigned Dec 5, 9:18 AM
Technician Assigned → Status: Scheduled
🗓️
Status: Scheduled by Kourtney Smith
From: Tech On Site, Scheduled
To: Scheduled, Tech On Site
Duration in Previous: 20m
⏱️
5x Labor Added Dec 5, 4:41 PM
Type: Labor, Travel
Status: Open
Qty: 1.5, 2.75, 1.75, 46, 32
⏱️
▶
3 7x Labor Added Dec 5, 6:55 PM
7x Labor Added → Status: Completed → Parts Added
✔️
Status: Completed by Mohamed Shareed
From: Tech On Site
To: Completed
Duration in Previous: 9h 37m
🔩
Parts Added
Type: Parts
Status: Open
Qty: 6
🏁
Status: Closed by Mohamed Shareed Dec 5, 7:03 PM
From: Completed
To: Closed
Duration in Previous: 7m
⏳ 2.6 business days
📄
Status: Ready to Bill by Diane Patton Dec 9, 5:42 PM
From: Closed
To: Ready to Bill
Duration in Previous: 3d 22h
🚨 16.8 business days
📨
Status: Invoice Pending by Diane Patton Jan 2, 6:10 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 24d 0h
🧾
▶
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: 4.8 business days (threshold: 1.0 business days)
Exceeded by 3.8 business days
Assigned
Duration: 4.0 business days (threshold: 4.0 business hours)
Exceeded by 3.5 business days
Scheduled
Duration: 30.9 business days (threshold: 2.0 business days)
Exceeded by 28.9 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 16.2 business days (threshold: 1.0 business days)
Exceeded by 15.2 business days

🔗 Related Artifacts

📞
Case 00534160
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Mohamed Shareed
Scheduled
Dec 5, 11:00 AM
Created
Oct 9, 1:18 PM
Invoice #
SM-250448

Work Details (13)

Name Type Status Qty Amount Date
WL-03028513 Labor Open 1.5 $0.00 Dec 5, 4:41 PM
WL-03028514 Labor Open 2.75 $0.00 Dec 5, 4:41 PM
WL-03028515 Labor Open 1.75 $0.00 Dec 5, 4:41 PM
WL-03028516 Travel Open 46 - Dec 5, 4:41 PM
WL-03028517 Travel Open 32 - Dec 5, 4:41 PM
WL-03028765 Labor Open 1 $0.00 Dec 5, 6:55 PM
WL-03028766 Labor Open 8.25 $3,365.20 Dec 5, 6:55 PM
WL-03028767 Labor Open 1.25 $0.00 Dec 5, 6:55 PM
WL-03028768 Travel Open 22 - Dec 5, 6:55 PM
WL-03028769 Travel Open 17 - Dec 5, 6:55 PM
WL-03028770 Expenses Open 1 $0.00 Dec 5, 6:55 PM
WL-03028771 Expenses Open 1 $0.00 Dec 5, 6:55 PM
WL-03028774 Parts Open 6 $12.72 Dec 5, 6:59 PM

Details