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WO-01312491 ↗ ServiceMax

Oak Street Health • Inspection • PSM

📍 Oak Street Health - Dunkinville — 319 South Cedar Ridge Drive, Duncanville TX, 75116

Nov 3, 2025 → Jan 2, 2026

✅ Completed
PSM
SLA Clock
Last business day of November 2025 · Target: Nov 28, 2025
✗ SLA Missed (22 biz days late)
Active: 39 biz days
🕐 Clock stopped: Completed (Jan 2, 2026)
▶ Clock Running
Status: Created
Nov 3 → Nov 4, 2025
1 business day (counted)
Running total: 1 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 4 → Nov 4, 2025
0 business days (counted)
Running total: 1 of ? biz days used
16d
▶ Clock Running
Status: Assigned
Nov 4 → Dec 1, 2025
16 business days (counted)
Running total: 17 of ? biz days used
16d
▶ Clock Running
Status: Scheduled
Dec 1 → Dec 23, 2025
16 business days (counted)
Running total: 33 of ? biz days used
4d
▶ Clock Running
Status: Tech On Site
Dec 23 → Dec 30, 2025
4 business days (counted)
Running total: 37 of ? biz days used
▶ Clock Running
Status: Tech Off Site
Dec 30 → Dec 30, 2025
0 business days (counted)
Running total: 37 of ? biz days used
▶ Clock Running
Status: Reschedule
Dec 30 → Dec 30, 2025
0 business days (counted)
Running total: 37 of ? biz days used
▶ Clock Running
Status: Scheduled
Dec 30 → Jan 2, 2026
2 business days (counted)
Running total: 39 of ? biz days used
▶ Clock Running
Status: Tech On Site
Jan 2 → Jan 2, 2026
0 business days (counted)
Running total: 39 of ? biz days used
Created: Nov 3, 2025 Completed: Jan 2, 2026
Show SLA Clock Detail (9 periods)
Period Status Clock Biz Days Running Total
Nov 3 → Nov 4 Created ▶ Running 1 1
Nov 4 → Nov 4 Ready for Scheduling ▶ Running 0 1
Nov 4 → Dec 1 Assigned ▶ Running 16 17
Dec 1 → Dec 23 Scheduled ▶ Running 16 33
Dec 23 → Dec 30 Tech On Site ▶ Running 4 37
Dec 30 → Dec 30 Tech Off Site ▶ Running 0 37
Dec 30 → Dec 30 Reschedule ▶ Running 0 37
Dec 30 → Jan 2 Scheduled ▶ Running 2 39
Jan 2 → Jan 2 Tech On Site ▶ Running 0 39
Dispatch 2.0d
Coordinators 36.6d
Field Work 5.4d
Billing 21.0d
✗ SLA Missed
Dispatch
2.0 days
Over SLA
Coordinators
36.6 days
Over SLA
Field Work
5.4 days
Over SLA
Billing
21.0 days
Over SLA
Created: Nov 3, 2025 Due: Dec 31, 2025 Completed: Jan 2, 2026 (1 days late)
📅
40.0 days Total Age
⏱️
19.7d in Ready to Bill Longest Stage
🔄
13 transitions Status Changes
⚠️
56.3d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
8 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits (1 reschedule)
2 on-site visits — follow-up trip required
👤 Self-scheduled by Zachary Stieben — scheduling delays attributed to technician, not coordinators
Visit 1 Dec 23, 2025
Visit 2 Jan 2, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00540161
eBiotrack - Automated New Inspection Created
Closed
Inspection: Annual Equipment Electrical Safety Test And Calibration Service Equipment: 91 https://www.ebiotrack.com/inspection.php?iid=30925 >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Inspection Flag: This customer is VT/Full-Service. All parts orders and warranty inquires need to be handled by EMSAR.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Dewonia B Banks-Young
Owner
John Rolston
Created
Nov 1, 2025
Work Orders from this Case (1)
WO-01312491 (current) Invoiced
Inspection • Zachary Stieben
Created: Nov 3, 2025 • Closed: Jan 2, 2026
Completed with significant delays
Invoiced • 121 days old
🚨
Primary Delay 19.7 days stuck in "Ready to Bill"
⏱️
Total Delay 56.3 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
2.0d / 0.5d SLA
Ready for Scheduling
0.0d / 1.0d SLA
Assigned
17.0d / 0.5d SLA
Scheduled
19.5d / 2.0d SLA
Tech On Site
4.4d / 1.0d SLA
Tech Off Site
1.0d / 2.0d SLA
Reschedule
0.0d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.9d / 1.0d SLA
Ready to Bill
19.7d / 1.0d SLA
Invoice Pending
1.3d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/30 KKelch scheduled per logged email from Dewonia

12/30 KKelch sent Dewonia an email to schedule for completion

12/1 KKelch scheduled per logged email from Dewonia

12/1 KKelch sent Dewonia an email for scheduling

11/17 KKelch called Dewonia to schedule for 12/30 between 9 and 11 am. Left VM.

🔧 Work Performed
12-23-25 ZS. started inspection. Rescheduled to to not being able to access Exam Room 13 due to Bedbugs. Site manager is aware and ok with returning to complete inspection once exterminator clears Exam Room 13 and room is open. 1/2/2026 ZS. Completed inspection of 106 pieces of equipment. Completed EBT inspection report.
🔍 Technician Findings
12-23-25 Zachary Stieben arrived on site. Started inspection. Room 13 was closed off due to Bedbugs. 1/2/2026 Zachary Stieben arrived on site to complete inspection.
⚠️ Problem Description
Inspection: Annual Equipment Electrical Safety Test And Calibration Service Equipment: 91 https://www.ebiotrack.com/inspection.php?iid=30925 >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Inspection Flag: This customer is VT/Full-Service. All parts orders and warranty inquires need to be handled by EMSAR.

Timeline

📞
Case Linked Nov 1, 7:00 AM
Case Number: 00540161
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
1.0 business days
📋
Work Order Created Nov 3, 9:30 AM
Work Order: WO-01312491
Type: Inspection
Priority: PSM
📅
Status: Ready for Scheduling by John Rolston Nov 4, 8:45 AM
From: Entered
To: Ready for Scheduling
Duration in Previous: 23h 15m
👷
2 Technician Assigned Nov 4, 9:09 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 23m
🚨 17.0 business days
🗓️
2 Status: Scheduled Dec 1, 11:34 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-12-23T15:00:00.000+0000
🚨 17.0 business days
🔧
Status: Tech On Site by Zachary Stieben Dec 23, 8:51 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 21d 21h
🚗
2 Travel Added Dec 23, 6:24 PM
Travel Added → 2x Labor Added
⏱️
2x Labor Added
Type: Labor
Status: Open
Qty: 1, 5.8333333333333
3.7 business days
🚗
Status: Tech Off Site by Zachary Stieben Dec 29, 7:52 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 6d 11h
🔄
Status: Reschedule by Kaitlyn Kelch Dec 30, 1:55 PM
From: Tech Off Site
To: Reschedule
Duration in Previous: 18h 3m
🗓️
2 Status: Scheduled Dec 30, 2:19 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-01-02T15:00:00.000+0000
3.0 business days
🔧
Status: Tech On Site by Zachary Stieben Jan 2, 9:00 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 18h
✔️
4 Status: Completed Jan 2, 11:20 AM
Status: Completed → 2x Travel Added → 3x Labor Added → Status: Closed
🚗
2x Travel Added
Type: Travel
Status: Open
Qty: 46
⏱️
3x Labor Added
Type: Labor
Status: Open
Qty: 1
🏁
Status: Closed by Zachary Stieben
From: Completed
To: Closed
Duration in Previous: 4m
2.0 business days
📄
Status: Ready to Bill by Diane Patton Jan 5, 1:27 PM
From: Closed
To: Ready to Bill
Duration in Previous: 3d 2h
🚨 20.0 business days
📨
Status: Invoice Pending by Diane Patton Feb 2, 4:50 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 28d 3h
🧾
2 Invoice Created Feb 3, 2:23 PM
Invoice Created → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 21h 32m

Bottlenecks

Entered
Duration: 2.0 business days (threshold: 4.0 business hours)
Exceeded by 1.5 business days
Assigned
Duration: 17.0 business days (threshold: 4.0 business hours)
Exceeded by 16.5 business days
Scheduled
Duration: 16.9 business days (threshold: 2.0 business days)
Exceeded by 14.9 business days
Tech On Site
Duration: 4.1 business days (threshold: 1.0 business days)
Exceeded by 3.1 business days
Scheduled
Duration: 2.6 business days (threshold: 2.0 business days)
Exceeded by 4.7 business hours
Closed
Duration: 1.9 business days (threshold: 1.0 business days)
Exceeded by 7.6 business hours
Ready to Bill
Duration: 19.7 business days (threshold: 1.0 business days)
Exceeded by 18.7 business days

🔗 Related Artifacts

📞
Case 00540161
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Zachary Stieben
Scheduled
Jan 2, 10:00 AM
Created
Nov 3, 9:30 AM
Invoice #
SM-252835

Work Details (8)

Name Type Status Qty Amount Date
WL-03046703 Travel Open 46 $0.00 Dec 23, 6:24 PM
WL-03046714 Labor Open 1 $0.00 Dec 23, 6:27 PM
WL-03046715 Labor Open 5.8333333333333 $0.00 Dec 23, 6:27 PM
WL-03052420 Travel Open 46 $0.00 Jan 2, 11:22 AM
WL-03052421 Travel Open 46 $0.00 Jan 2, 11:22 AM
WL-03052426 Labor Open 1 $0.00 Jan 2, 11:24 AM
WL-03052427 Labor Open 1 $2,698.80 Jan 2, 11:24 AM
WL-03052428 Labor Open 1 $0.00 Jan 2, 11:24 AM

Details