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← WO Overview

WO-01310872 ↗ ServiceMax

Johnson & Johnson EHW • Inspection • PSM

📍 Abiomed - J&J — 22 Cherry Hill Drive, Nurses Office, Danvers MA, 01923

Oct 22, 2025 → Dec 2, 2025

✅ Completed
PSM
SLA Clock
Last business day of October 2025 · Target: Oct 31, 2025
✗ SLA Missed (18 biz days late)
Active: 26 biz days
🕐 Clock stopped: Completed (Dec 2, 2025)
▶ Clock Running
Status: Created
Oct 22 → Oct 22, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Oct 22 → Oct 23, 2025
1 business day (counted)
Running total: 1 of ? biz days used
7d
▶ Clock Running
Status: Assigned
Oct 23 → Nov 3, 2025
7 business days (counted)
Running total: 8 of ? biz days used
11d
▶ Clock Running
Status: Scheduled
Nov 3 → Nov 19, 2025
11 business days (counted)
Running total: 19 of ? biz days used
▶ Clock Running
Status: Entered
Nov 19 → Nov 19, 2025
0 business days (counted)
Running total: 19 of ? biz days used
▶ Clock Running
Status: Assigned
Nov 19 → Nov 19, 2025
0 business days (counted)
Running total: 19 of ? biz days used
▶ Clock Running
Status: Scheduled
Nov 19 → Nov 21, 2025
2 business days (counted)
Running total: 21 of ? biz days used
▶ Clock Running
Status: Reschedule
Nov 21 → Nov 21, 2025
0 business days (counted)
Running total: 21 of ? biz days used
▶ Clock Running
Status: Entered
Nov 21 → Nov 21, 2025
0 business days (counted)
Running total: 21 of ? biz days used
▶ Clock Running
Status: Assigned
Nov 21 → Nov 21, 2025
0 business days (counted)
Running total: 21 of ? biz days used
5d
▶ Clock Running
Status: Scheduled
Nov 21 → Dec 2, 2025
5 business days (counted)
Running total: 26 of ? biz days used
Created: Oct 22, 2025 Completed: Dec 2, 2025
Show SLA Clock Detail (11 periods)
Period Status Clock Biz Days Running Total
Oct 22 → Oct 22 Created ▶ Running 0 0
Oct 22 → Oct 23 Ready for Scheduling ▶ Running 1 1
Oct 23 → Nov 3 Assigned ▶ Running 7 8
Nov 3 → Nov 19 Scheduled ▶ Running 11 19
Nov 19 → Nov 19 Entered ▶ Running 0 19
Nov 19 → Nov 19 Assigned ▶ Running 0 19
Nov 19 → Nov 21 Scheduled ▶ Running 2 21
Nov 21 → Nov 21 Reschedule ▶ Running 0 21
Nov 21 → Nov 21 Entered ▶ Running 0 21
Nov 21 → Nov 21 Assigned ▶ Running 0 21
Nov 21 → Dec 2 Scheduled ▶ Running 5 26
Dispatch 0.0d
Coordinators 30.2d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
30.2 days
Over SLA
Billing
0.0 days
Created: Oct 22, 2025 Due: Dec 2, 2025 Completed: Dec 2, 2025 (on time)
📅
26.5 days Total Age
⏱️
11.9d in Scheduled Longest Stage
🔄
10 transitions Status Changes
⚠️
24.5d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00530846
eBiotrack - New Inspection Created
Closed
Initial Annual Inspection Service https://www.ebiotrack.com/inspection.php?iid=30321
Priority
Standard
Origin
Email
Reason
New Case
Contact
Carol Clancy
Owner
Kimberly Hardison
Created
Sep 26, 2025
Work Orders from this Case (1)
WO-01310872 (current) Invoiced
Inspection • Nick O'Neill
Created: Oct 22, 2025 • Closed: Dec 2, 2025
Completed with significant delays
Invoiced • 133 days old
🚨
Primary Delay 11.9 days stuck in "Scheduled"
⏱️
Total Delay 24.5 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
1.5d / 1.0d SLA
Assigned
7.9d / 0.5d SLA
Scheduled
20.5d / 2.0d SLA
Reschedule
0.1d / 2.0d SLA
Closed
3.0d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/21 KSmith -- Rachel rescheduled for 12/3. 9-11am

We have registered him with our Security Team. June Gosselin-Wentworth will be onsite WED, 12/3/25.

11/21 KSmith -- Rescheduled for 12/2 with Rachel. They are not open on Mondays

11/21 KSmith -- FSE resigned this morning without notice. Advised Rachel and that we are working to get them rescheduled. Rachel understood

11/3 KSmith -- Scheduled for 11/21 per Rachel's request

11/3 KSmith -- Rachel advised Monday's are not good days. Provided available dates in November and am awaiting response.

11/3 KSmith -- Sent email to June/Rachel to schedule for 11/10

10/29 KSmith -- Sent email to June/Rachel to schedule for 11/10

10/27 KSmith -- Per Carol, need to schedule with June and Rachel

Gosselin-Wentworth, June [JJCUS] <JGossel1@ITS.JNJ.com>

Kwapniewski, Rachel [JJCUS] <RKwapnie@ITS.JNJ.com>

10/27 KSmith -- Sent email to schedule for 11/10

10/23 KSmith -- Sent email to schedule for 11/10

🔧 Work Performed
Initial Annual Inspection Service
🔍 Technician Findings
Initial Annual Inspection Service
⚠️ Problem Description
Initial Annual Inspection Service https://www.ebiotrack.com/inspection.php?iid=30321

Timeline

📞
Case Linked Sep 26, 3:40 PM
Case Number: 00530846
Subject: eBiotrack - New Inspection Created
Status: Closed
🚨 18.0 business days
📋
▶
2 Work Order Created Oct 22, 3:38 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Technician Assigned Oct 23, 12:30 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 20h 51m
⚠️ 8.0 business days
🗓️
▶
2 Status: Scheduled Nov 3, 11:50 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-11-21T14:00:00.000+0000
🚨 12.0 business days
🆕
▶
3 Status: Entered Nov 19, 10:13 AM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kourtney Smith
Technician: James Salayo
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-11-21T14:00:00.000+0000
⏳ 3.0 business days
🔄
Status: Reschedule by Kourtney Smith Nov 21, 12:47 PM
From: Scheduled
To: Reschedule
Duration in Previous: 2d 2h
🆕
▶
3 Status: Entered Nov 21, 1:51 PM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kourtney Smith
Technician: Nick O'Neill
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-12-02T15:00:00.000+0000
⚠️ 6.0 business days
⏱️
▶
2 3x Labor Added Dec 2, 10:50 AM
3x Labor Added → Status: Completed
✔️
Status: Completed by Nick O'Neill
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 10d 20h, 0m
⏳ 3.0 business days
📄
▶
2 Status: Ready to Bill Dec 4, 10:14 AM
Status: Ready to Bill → Status: Invoice Pending
📨
Status: Invoice Pending by Diane Patton
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 4m
💰
Status: Invoiced by Diane Patton Dec 4, 10:19 AM
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⏳ 2.0 business days
🧾
Invoice Created Dec 5, 4:24 PM
Invoice Number: SM-248151

Bottlenecks

Ready for Scheduling
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 4.4 business hours
Assigned
Duration: 7.9 business days (threshold: 4.0 business hours)
Exceeded by 7.4 business days
Scheduled
Duration: 11.9 business days (threshold: 2.0 business days)
Exceeded by 9.9 business days
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Scheduled
Duration: 5.6 business days (threshold: 2.0 business days)
Exceeded by 3.6 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00530846
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Nick O'Neill
Scheduled
Dec 2, 10:00 AM
Created
Oct 22, 3:38 PM
Invoice #
SM-248151

Work Details (3)

Name Type Status Qty Amount Date
WL-03023458 Labor Open 2 $0.00 Dec 2, 10:50 AM
WL-03023459 Labor Open 1 $895.00 Dec 2, 10:50 AM
WL-03023460 Travel Open 88 - Dec 2, 10:50 AM

Details