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WO-01312435 ↗ ServiceMax

SHIELDS HEALTHCARE GROUP • Inspection • PSM

📍 Shields HCG Imaging - Anna Jaques — 25 Highland Street, Newburyport MA, 01959

Nov 3, 2025 → Dec 2, 2025

✅ Completed
PSM
SLA Clock
Last business day of November 2025 · Target: Nov 28, 2025
✗ SLA Missed (1 biz days late)
Active: 18 biz days
🕐 Clock stopped: Invoiced (Dec 2, 2025)
▶ Clock Running
Status: Created
Nov 3 → Nov 3, 2025
0 business days (counted)
Running total: 0 of ? biz days used
4d
▶ Clock Running
Status: Ready for Scheduling
Nov 3 → Nov 7, 2025
4 business days (counted)
Running total: 4 of ? biz days used
1d
▶ Clock Running
Status: Assigned
Nov 7 → Nov 10, 2025
1 business day (counted)
Running total: 5 of ? biz days used
▶ Clock Running
Status: Scheduled
Nov 10 → Nov 10, 2025
0 business days (counted)
Running total: 5 of ? biz days used
▶ Clock Running
Status: Entered
Nov 10 → Nov 10, 2025
0 business days (counted)
Running total: 5 of ? biz days used
▶ Clock Running
Status: Assigned
Nov 10 → Nov 10, 2025
0 business days (counted)
Running total: 5 of ? biz days used
13d
▶ Clock Running
Status: Scheduled
Nov 10 → Dec 2, 2025
13 business days (counted)
Running total: 18 of ? biz days used
Created: Nov 3, 2025 Invoiced: Dec 2, 2025
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Nov 3 → Nov 3 Created ▶ Running 0 0
Nov 3 → Nov 7 Ready for Scheduling ▶ Running 4 4
Nov 7 → Nov 10 Assigned ▶ Running 1 5
Nov 10 → Nov 10 Scheduled ▶ Running 0 5
Nov 10 → Nov 10 Entered ▶ Running 0 5
Nov 10 → Nov 10 Assigned ▶ Running 0 5
Nov 10 → Dec 2 Scheduled ▶ Running 13 18
Dispatch 0.0d
Coordinators 20.8d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
20.8 days
Over SLA
Created: Nov 3, 2025 Due: Dec 31, 2025 Completed: Dec 2, 2025 (29 days early)
📅
18.7 days Total Age
⏱️
13.1d in Scheduled Longest Stage
🔄
6 transitions Status Changes
⚠️
18.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
4 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00540131
eBiotrack - Automated New Inspection Created
Closed
Inspection: Annual Equipment PM Equipment: https://www.ebiotrack.com/inspection.php?iid=30899 >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> CONTRACT COVERS 34 SITES (PM scheduling not all in same month) | 2 ASSETS @ Site ID: 24183 | Coverage for (42) Stretcher (56) Wheelchairs | 1 PM per yr | Unlimited repair calls | Renewed Annuity effective through 4/30/2026
Priority
Standard
Origin
Email
Reason
New Case
Contact
Kelly Fields
Owner
John Rolston
Created
Nov 1, 2025
Work Orders from this Case (1)
WO-01312435 (current) Invoiced
Inspection • Luis Torres
Created: Nov 3, 2025 • Closed: Dec 2, 2025
Completed with significant delays
Invoiced • 122 days old
🚨
Primary Delay 13.1 days stuck in "Scheduled"
⏱️
Total Delay 18.6 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
5.0d / 1.0d SLA
Assigned
1.9d / 0.5d SLA
Scheduled
14.0d / 2.0d SLA
Closed
3.2d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
11/10 KSmith -- Scheduled for 12/2 with Kelly

11/7 KSmith -- Sent email to schedule for 12/2

🔧 Work Performed
TBD - on Serial #: AR-14033 - Asset ID: 13267149 TBD - on Serial #: 1000687214 - Asset ID: 13267150
⚠️ Problem Description
Inspection: Annual Equipment PM Equipment: https://www.ebiotrack.com/inspection.php?iid=30899 >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> CONTRACT COVERS 34 SITES (PM scheduling not all in same month) | 2 ASSETS @ Site ID: 24183 | Coverage for (42) Stretcher (56) Wheelchairs | 1 PM per yr | Unlimited repair calls | Renewed Annuity effective through 4/30/2026

Timeline

📞
Case Linked Nov 1, 1:00 AM
Case Number: 00540131
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
⏳ 1.0 business days
📋
▶
2 Work Order Created Nov 3, 8:24 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by John Rolston
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
⚠️ 5.0 business days
👷
▶
2 Technician Assigned Nov 7, 12:11 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 4d 3h
⏳ 2.0 business days
🗓️
▶
2 Status: Scheduled Nov 10, 11:06 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-12-02T14:00:00.000+0000
🆕
▶
3 Status: Entered Nov 10, 6:15 PM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kourtney Smith
Technician: Luis Torres
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-12-02T16:00:00.000+0000
🚨 13.7 business days
⏱️
▶
2 4x Labor Added Dec 2, 5:21 PM
4x Labor Added → Status: Closed
🏁
Status: Closed by Ben Saur
From: Scheduled
To: Closed
Duration in Previous: 21d 23h
⏳ 3.8 business days
📄
Status: Ready to Bill by Diane Patton Dec 5, 5:05 PM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 2d 23h, 0m
⏳ 1.9 business days
🧾
Invoice Created Dec 8, 8:13 AM
Invoice Number: SM-248420

Bottlenecks

Ready for Scheduling
Duration: 5.0 business days (threshold: 1.0 business days)
Exceeded by 4.0 business days
Assigned
Duration: 1.9 business days (threshold: 4.0 business hours)
Exceeded by 1.4 business days
Scheduled
Duration: 13.1 business days (threshold: 2.0 business days)
Exceeded by 11.1 business days
Closed
Duration: 3.2 business days (threshold: 1.0 business days)
Exceeded by 2.2 business days

🔗 Related Artifacts

📞
Case 00540131
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
ERLA - PROD
Technician
Luis Torres
Scheduled
Dec 2, 11:00 AM
Created
Nov 3, 8:24 AM
Invoice #
SM-248420

Work Details (4)

Name Type Status Qty Amount Date
WL-03023951 Labor Open 0.5 $0.00 Dec 2, 5:21 PM
WL-03023952 Labor Open 4 $0.00 Dec 2, 5:21 PM
WL-03023953 Travel Open 160 $0.00 Dec 2, 5:21 PM
WL-03023954 Labor Open 0.5 $0.00 Dec 2, 5:21 PM

Details