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Detailed work order timeline, KPIs, and analysis

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WO-01310476 ↗ ServiceMax

Community Health Center CHC New Britain • Inspection • PSM

📍 CHC Gaffney Elementary School Health Clinic (10448-58-010) — 322 SLATER RD, New Britain CT, 06053

Oct 21, 2025 → Jan 9, 2026

✅ Completed
PSM
SLA Clock
Last business day of October 2025 · Target: Oct 31, 2025
✗ SLA Missed (44 biz days late)
Active: 53 biz days
🕐 Clock stopped: Completed (Jan 9, 2026)
▶ Clock Running
Status: Created
Oct 21 → Oct 21, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Oct 21 → Oct 21, 2025
0 business days (counted)
Running total: 0 of ? biz days used
7d
▶ Clock Running
Status: Assigned
Oct 21 → Oct 30, 2025
7 business days (counted)
Running total: 7 of ? biz days used
21d
▶ Clock Running
Status: On Hold
Oct 30 → Dec 3, 2025
21 business days (counted)
Running total: 28 of ? biz days used
▶ Clock Running
Status: Reschedule
Dec 3 → Dec 3, 2025
0 business days (counted)
Running total: 28 of ? biz days used
8d
▶ Clock Running
Status: Assigned
Dec 3 → Dec 15, 2025
8 business days (counted)
Running total: 36 of ? biz days used
17d
▶ Clock Running
Status: Scheduled
Dec 15 → Jan 9, 2026
17 business days (counted)
Running total: 53 of ? biz days used
▶ Clock Running
Status: Tech On Site
Jan 9 → Jan 9, 2026
0 business days (counted)
Running total: 53 of ? biz days used
Created: Oct 21, 2025 Completed: Jan 9, 2026
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Oct 21 → Oct 21 Created ▶ Running 0 0
Oct 21 → Oct 21 Ready for Scheduling ▶ Running 0 0
Oct 21 → Oct 30 Assigned ▶ Running 7 7
Oct 30 → Dec 3 On Hold ▶ Running 21 28
Dec 3 → Dec 3 Reschedule ▶ Running 0 28
Dec 3 → Dec 15 Assigned ▶ Running 8 36
Dec 15 → Jan 9 Scheduled ▶ Running 17 53
Jan 9 → Jan 9 Tech On Site ▶ Running 0 53
Dispatch 0.0d
Holding 22.0d (excluded)
Coordinators 34.6d
Field Work 0.5d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Holding (excluded from total)
22.0 days
Coordinators
34.6 days
Over SLA
Field Work
0.5 days
Billing
0.0 days
Created: Oct 21, 2025 Due: Dec 31, 2025 Completed: Jan 9, 2026 (8 days late)
📅
54.0 days Total Age
⏱️
22.0d in On Hold Longest Stage
🔄
9 transitions Status Changes
⚠️
32.2d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00537001
eBiotrack - Automated New Inspection Created
Closed
Annual Equipment Electrical Safety Test And Calibration Service 28 pieces https://www.ebiotrack.com/inspection.php?iid=30764
Priority
Standard
Origin
Email
Reason
New Case
Contact
Clinic Nurse
Owner
Sherry Reich
Created
Oct 21, 2025
Work Orders from this Case (1)
WO-01310476 (current) Invoiced
Inspection • Mohamed Shareed
Created: Oct 21, 2025 • Closed: Jan 9, 2026
Completed with significant delays
Invoiced • 134 days old
🚨
Primary Delay 22.0 days stuck in "On Hold"
⏱️
Total Delay 32.2 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
0.2d / 1.0d SLA
Assigned
16.7d / 0.5d SLA
On Hold
22.0d
Scheduled
17.6d / 2.0d SLA
Tech On Site
0.5d / 1.0d SLA
Closed
1.8d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
12/15 KSmith -- Scheduled for 1/9 per Elena's request. 9-11am

12/15 KSmith -- Sent updated available dates to Elena for January and am awaiting response

12/10 KSmith -- Elena requested dates in January, as none of the dates we have in December work for them. Provided available dates in January and am awaiting response

12/8 KSmith -- Elena requested dates in January, as none of the dates we have in December work for them. Provided available dates in January and am awaiting response

12/4 KSmith -- Elena requested dates in January, as none of the dates we have in December work for them. Provided available dates in January and am awaiting response

12/4 KSmith -- Provided available dates and am awaiting response

12/3 KSmith -- Elena is only onsite on Tuesdays/Fridays. Provided available dates and am awaiting response

12/3 KSmith -- Elena emailed to schedule their inspection. Provided 12/18 as a scheduled date and am awaiting response

10/30 KSmith -- Transferred to clinic but no answer. Placing on hold/escalating due to no response

10/29 KSmith -- Rang for a minute and never went to VM

10/27 KSmith -- Left VM to clinic to schedule inspection

10/24 KSmith -- Sent email to schedule for 12/10

10/22 KSmith -- Sent email to schedule for 12/10

10/21 KSmith -- Sent email to schedule for 12/10

🔧 Work Performed
Completed Annual Inspection All work documented in EBiotrack S.O #: 370-17214-30764
🔍 Technician Findings
Completed Annual Inspection All work documented in EBiotrack S.O #: 370-17214-30764
⚠️ Problem Description
Annual Equipment Electrical Safety Test And Calibration Service 28 pieces https://www.ebiotrack.com/inspection.php?iid=30764

Timeline

📞
Case Linked Oct 21, 7:00 AM
Case Number: 00537001
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Oct 21, 9:34 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Technician Assigned Oct 21, 11:15 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1h 40m
⚠️ 8.0 business days
⏸️
Status: On Hold by Kourtney Smith Oct 30, 8:43 AM
From: Assigned
To: On Hold
Duration in Previous: 8d 21h
🚨 22.0 business days
🔄
▶
2 Status: Reschedule Dec 3, 1:07 PM
Status: Reschedule → Technician Assigned
👷
Technician Assigned by Kourtney Smith
Technician: a0h5A00000HDTDDQA5, Mohamed Shareed
⚠️ 9.0 business days
🗓️
▶
2 Status: Scheduled Dec 15, 2:06 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-01-09T14:00:00.000+0000
🚨 18.0 business days
🔧
Status: Tech On Site by Mohamed Shareed Jan 9, 8:29 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 24d 18h
⏱️
▶
2 3x Labor Added Jan 9, 12:26 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Mohamed Shareed
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 3h 58m, 0m
⏳ 2.0 business days
📄
▶
3 Status: Ready to Bill Jan 12, 10:30 AM
Status: Ready to Bill → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
🧾
Invoice Created
Invoice Number: SM-250964

Bottlenecks

Assigned
Duration: 8.0 business days (threshold: 4.0 business hours)
Exceeded by 7.5 business days
Assigned
Duration: 8.7 business days (threshold: 4.0 business hours)
Exceeded by 8.2 business days
Scheduled
Duration: 17.6 business days (threshold: 2.0 business days)
Exceeded by 15.6 business days
Closed
Duration: 1.8 business days (threshold: 1.0 business days)
Exceeded by 6.5 business hours

🔗 Related Artifacts

📞
Case 00537001
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Mohamed Shareed
Scheduled
Jan 9, 9:00 AM
Created
Oct 21, 9:34 AM
Invoice #
SM-250964

Work Details (3)

Name Type Status Qty Amount Date
WL-03059509 Labor Open 2 $0.00 Jan 9, 12:26 PM
WL-03059510 Labor Open 3 $1,530.00 Jan 9, 12:26 PM
WL-03059511 Travel Open 95 - Jan 9, 12:26 PM

Details