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WO-01309144 ↗ ServiceMax

Atrius Health • Inspection • PSM

📍 Atrius Health - PO Square — 147 Milk Street, Boston MA, 02109

Oct 13, 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: 36 biz days
🕐 Clock stopped: Completed (Dec 5, 2025)
▶ Clock Running
Status: Created
Oct 13 → Oct 13, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Oct 13 → Oct 16, 2025
3 business days (counted)
Running total: 3 of ? biz days used
4d
▶ Clock Running
Status: Assigned
Oct 16 → Oct 22, 2025
4 business days (counted)
Running total: 7 of ? biz days used
29d
▶ Clock Running
Status: Scheduled
Oct 22 → Dec 5, 2025
29 business days (counted)
Running total: 36 of ? biz days used
Created: Oct 13, 2025 Completed: Dec 5, 2025
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Oct 13 → Oct 13 Created ▶ Running 0 0
Oct 13 → Oct 16 Ready for Scheduling ▶ Running 3 3
Oct 16 → Oct 22 Assigned ▶ Running 4 7
Oct 22 → Dec 5 Scheduled ▶ Running 29 36
Coordinators 37.9d
✗ SLA Missed
Coordinators
37.9 days
Over SLA
Created: Oct 13, 2025 Due: Dec 31, 2025 Completed: Dec 5, 2025 (26 days early)
📅
36.0 days Total Age
⏱️
29.9d in Scheduled Longest Stage
🔄
5 transitions Status Changes
⚠️
35.8d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
15 lines Work Details
🚩
4 visits On-Site Trips
📋
Coordinator Scheduling
🚩
4 On-Site Visits
4 on-site visits — why were multiple trips needed?
Visit 1 Dec 2, 2025
Visit 2 Dec 3, 2025
Visit 3 Dec 4, 2025
Visit 4 Dec 5, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00532275
eBiotrack - Automated New Inspection Created. Waiting for respnse from account mgr.
Closed
Semi-Annual Inspection 527 Pcs https://www.ebiotrack.com/inspection.php?iid=30457
Priority
Standard
Origin
Email
Reason
New Case
Contact
Mike Johnston
Owner
Kimberly Hardison
Created
Oct 2, 2025
Work Orders from this Case (1)
WO-01309144 (current) Invoiced
Inspection • Nick O'Neill
Created: Oct 13, 2025 • Closed: Dec 5, 2025
Completed with significant delays
Invoiced • 142 days old
🚨
Primary Delay 29.9 days stuck in "Scheduled"
⏱️
Total Delay 35.8 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
3.0d / 1.0d SLA
Assigned
5.0d / 0.5d SLA
Scheduled
29.9d / 2.0d SLA
Closed
2.3d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10/22 KSmith -- Scheduled for 12/1-12/5 with Michael

10/22 KSmith -- Sent email to schedule for 12/1-12/5 (2 FSEs)

10/20 KSmith -- Sent email to schedule for 12/1-12/5 (2 FSEs)

10/16 KSmith -- Sent email to schedule for 12/1-12/5 (2 FSEs)

🔧 Work Performed
Semi-Annual Calibration and Annual Electrical Safety Inspection
🔍 Technician Findings
Semi-Annual Calibration and Annual Electrical Safety Inspection
⚠️ Problem Description
Semi-Annual Inspection 527 Pcs https://www.ebiotrack.com/inspection.php?iid=30457

Timeline

📞
Case Linked Oct 2, 1:00 AM
Case Number: 00532275
Subject: eBiotrack - Automated New Inspection Created. Waiting for respnse from account mgr.
Status: Closed
⚠️ 7.0 business days
📋
▶
2 Work Order Created Oct 13, 3:32 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered
To: Ready for Scheduling
Duration in Previous: 1m
⏳ 3.0 business days
👷
▶
2 Technician Assigned Oct 16, 11:46 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2d 20h
⚠️ 5.0 business days
📅
▶
2 Dispatch Scheduled Oct 22, 12:42 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kourtney Smith
From: Assigned
To: Scheduled
Duration in Previous: 6d 0h
🚨 22.0 business days
📅
Dispatch Scheduled by Kourtney Smith Nov 21, 12:21 PM
Scheduled For: 2025-12-05T14:00:00.000+0000
⚠️ 6.0 business days
⏱️
▶
2 3x Labor Added Dec 2, 5:44 PM
3x Labor Added → Expenses Added
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
💵
▶
2 Expenses Added Dec 3, 4:01 PM
Expenses Added → 3x Labor Added
⏱️
3x Labor Added
Type: Labor
Status: Open
Qty: 1.5, 8, 2
⏳ 2.0 business days
⏱️
2x Labor Added Dec 4, 7:09 PM
Type: Labor
Status: Open
Qty: 1.75, 6.5
💵
▶
3 2x Expenses Added Dec 5, 4:10 PM
2x Expenses Added → 3x Labor Added → Status: Completed
⏱️
3x Labor Added
Type: Labor
Status: Open
Qty: 1.5, 5.75, 2.5
✔️
Status: Completed by Nick O'Neill
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 44d 4h, 0m
⏳ 3.0 business days
📄
▶
2 Status: Ready to Bill Dec 9, 5:51 PM
Status: Ready to Bill → Invoice Created
🧾
Invoice Created
Invoice Number: SM-248622

Bottlenecks

Ready for Scheduling
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Assigned
Duration: 5.0 business days (threshold: 4.0 business hours)
Exceeded by 4.5 business days
Scheduled
Duration: 29.9 business days (threshold: 2.0 business days)
Exceeded by 27.9 business days
Closed
Duration: 2.3 business days (threshold: 1.0 business days)
Exceeded by 1.3 business days

🔗 Related Artifacts

📞
Case 00532275
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Nick O'Neill
Scheduled
Dec 5, 9:00 AM
Created
Oct 13, 3:32 PM
Invoice #
SM-248622

Work Details (15)

Name Type Status Qty Amount Date
WL-03024030 Labor Open 1 $0.00 Dec 2, 5:44 PM
WL-03024031 Labor Open 3 $0.00 Dec 2, 5:44 PM
WL-03024032 Labor Open 2.5 $0.00 Dec 2, 5:44 PM
WL-03024036 Expenses Open 1 $0.00 Dec 2, 5:46 PM
WL-03025279 Expenses Open 1 $0.00 Dec 3, 4:01 PM
WL-03025285 Labor Open 1.5 $0.00 Dec 3, 4:03 PM
WL-03025286 Labor Open 8 $0.00 Dec 3, 4:03 PM
WL-03025287 Labor Open 2 $0.00 Dec 3, 4:03 PM
WL-03027139 Labor Open 1.75 $0.00 Dec 4, 7:09 PM
WL-03027140 Labor Open 6.5 $0.00 Dec 4, 7:09 PM
WL-03028391 Expenses Open 1 $0.00 Dec 5, 4:10 PM
WL-03028392 Expenses Open 1 $0.00 Dec 5, 4:10 PM
WL-03028397 Labor Open 1.5 $0.00 Dec 5, 4:12 PM
WL-03028398 Labor Open 5.75 $4,110.00 Dec 5, 4:12 PM
WL-03028399 Labor Open 2.5 $75.00 Dec 5, 4:12 PM

Details