Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01312543 ↗ ServiceMax

Atrius Health • Inspection • PSM

📍 Atrius Health - Kenmore — 133 Brookline Ave, Boston MA, 02215

Nov 3, 2025 → Jan 31, 2026

✅ Completed
PSM
SLA Clock
Last business day of November 2025 · Target: Nov 28, 2025
✗ SLA Missed (41 biz days late)
Active: 58 biz days
🕐 Clock stopped: Tech Off Site (Jan 30, 2026)
▶ Clock Running
Status: Created
Nov 3 → Nov 3, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 3 → Nov 5, 2025
2 business days (counted)
Running total: 2 of ? biz days used
53d
▶ Clock Running
Status: Scheduled
Nov 5 → Jan 27, 2026
53 business days (counted)
Running total: 55 of ? biz days used
▶ Clock Running
Status: Tech On Site
Jan 27 → Jan 28, 2026
1 business day (counted)
Running total: 56 of ? biz days used
▶ Clock Running
Status: Tech Off Site
Jan 28 → Jan 28, 2026
0 business days (counted)
Running total: 56 of ? biz days used
▶ Clock Running
Status: Tech On Site
Jan 28 → Jan 29, 2026
1 business day (counted)
Running total: 57 of ? biz days used
▶ Clock Running
Status: Tech Off Site
Jan 29 → Jan 29, 2026
0 business days (counted)
Running total: 57 of ? biz days used
▶ Clock Running
Status: Tech On Site
Jan 29 → Jan 29, 2026
0 business days (counted)
Running total: 57 of ? biz days used
▶ Clock Running
Status: Tech Off Site
Jan 29 → Jan 30, 2026
1 business day (counted)
Running total: 58 of ? biz days used
▶ Clock Running
Status: Tech On Site
Jan 30 → Jan 30, 2026
0 business days (counted)
Running total: 58 of ? biz days used
Created: Nov 3, 2025 Tech Off Site: Jan 30, 2026
Show SLA Clock Detail (10 periods)
Period Status Clock Biz Days Running Total
Nov 3 → Nov 3 Created ▶ Running 0 0
Nov 3 → Nov 5 Ready for Scheduling ▶ Running 2 2
Nov 5 → Jan 27 Scheduled ▶ Running 53 55
Jan 27 → Jan 28 Tech On Site ▶ Running 1 56
Jan 28 → Jan 28 Tech Off Site ▶ Running 0 56
Jan 28 → Jan 29 Tech On Site ▶ Running 1 57
Jan 29 → Jan 29 Tech Off Site ▶ Running 0 57
Jan 29 → Jan 29 Tech On Site ▶ Running 0 57
Jan 29 → Jan 30 Tech Off Site ▶ Running 1 58
Jan 30 → Jan 30 Tech On Site ▶ Running 0 58
Dispatch 0.0d
Coordinators 56.4d
Field Work 7.3d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
56.4 days
Over SLA
Field Work
7.3 days
Over SLA
Created: Nov 3, 2025 Due: Jan 30, 2026 Completed: Jan 31, 2026 (on time)
📅
59.0 days Total Age
⏱️
53.4d in Scheduled Longest Stage
🔄
13 transitions Status Changes
⚠️
53.5d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
97 lines Work Details
🚩
6 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚨
6 On-Site Visits
6 on-site visits — critical red flag: repeated failure to resolve
👤 Self-scheduled by Mohamed Shareed — scheduling delays attributed to technician, not coordinators
Visit 1 Jan 26, 2026
Visit 2 Jan 27, 2026
Visit 3 Jan 28, 2026
Visit 4 Jan 29, 2026
Visit 5 Jan 30, 2026
Visit 6 Feb 1, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00540229
eBiotrack - Automated New Inspection Created
Closed
Annual Equipment Electrical Safety Test Service 2,134 pieces https://www.ebiotrack.com/inspection.php?iid=30965
Priority
Standard
Origin
Email
Reason
New Case
Contact
Mary Maclean
Owner
Sherry Reich
Created
Nov 2, 2025
Work Orders from this Case (1)
WO-01312543 (current) Invoiced
Inspection • Mohamed Shareed
Created: Nov 3, 2025 • Closed: Jan 31, 2026
Completed with significant delays
Invoiced • 121 days old
🚨
Primary Delay 53.4 days stuck in "Scheduled"
⏱️
Total Delay 53.5 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
3.0d / 1.0d SLA
Scheduled
53.4d / 2.0d SLA
Tech On Site
4.0d / 1.0d SLA
Tech Off Site
3.3d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1/30/26 MShareed- Awaiting Michael M time entry then wo can be closed. Flight from Boston to New Mexico.

11/5 KSmith -- Scheduled for 1/26-1/30 with Mary

11/5 KSmith -- Sent email to schedule for 1/26-1/30 (4 FSEs, All MA and Mohamed, JS)

🔧 Work Performed
Completed annual inspection. All work documented in ebiotrack S.O #: 12-80-30965
🔍 Technician Findings
Completed annual inspection. All work documented in ebiotrack S.O #: 12-80-30965
⚠️ Problem Description
Annual Equipment Electrical Safety Test Service 2,134 pieces https://www.ebiotrack.com/inspection.php?iid=30965

Timeline

📞
Case Linked Nov 2, 1:01 AM
Case Number: 00540229
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
⏳ 1.0 business days
📋
▶
2 Work Order Created Nov 3, 11:00 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
⏳ 3.0 business days
👷
▶
3 Technician Assigned Nov 5, 3:35 PM
Technician Assigned → Dispatch Scheduled → Status: Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-01-26T14:00:00.000+0000
🗓️
Status: Scheduled by Kourtney Smith
From: Ready for Scheduling
To: Scheduled
Duration in Previous: 2d 4h
💵
Expenses Added Nov 5, 4:17 PM
Type: Expenses
Status: Open
Qty: 1
🚨 13.0 business days
💵
2x Expenses Added Nov 24, 8:45 AM
Type: Expenses
Status: Open
Qty: 1
🚨 41.0 business days
📅
Dispatch Scheduled by Kourtney Smith Jan 26, 9:22 AM
Scheduled For: 2026-01-27T14:00:00.000+0000
⏱️
9x Labor Added Jan 26, 8:06 PM
Type: Labor, Travel, Expenses
Status: Open
Qty: 4, 1.5, 12, 3.2, 0.5, 1.25
💵
▶
2 2x Expenses Added Jan 27, 12:35 PM
2x Expenses Added → 2x Labor Added
⏱️
2x Labor Added
Type: Labor, Travel
Status: Open
Qty: 0.25, 3.2
🔧
Status: Tech On Site by Mohamed Shareed Jan 27, 12:42 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 82d 21h
⏱️
▶
2 6x Labor Added Jan 27, 8:16 PM
6x Labor Added → Status: Tech Off Site
🚗
Status: Tech Off Site by Mohamed Shareed
From: Tech On Site
To: Tech Off Site
Duration in Previous: 7h 35m
🔧
Status: Tech On Site by Nick O'Neill Jan 28, 7:15 AM
From: Tech Off Site
To: Tech On Site
Duration in Previous: 10h 57m
⏱️
▶
2 4x Labor Added Jan 28, 7:31 AM
4x Labor Added → 3x Travel Added
🚗
3x Travel Added
Type: Travel, Expenses
Status: Open
Qty: 3.3, 1
⏱️
▶
2 2x Labor Added Jan 28, 12:24 PM
2x Labor Added → Labor Added
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 2.5
🚗
Status: Tech Off Site by Mohamed Shareed Jan 28, 7:36 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 12h 21m
⏱️
6x Labor Added Jan 28, 7:47 PM
Type: Labor, Travel, Expenses
Status: Open
Qty: 0.75, 9.75, 3, 4, 1
⏱️
▶
2 Labor Added Jan 28, 9:00 PM
Labor Added → 3x Labor Added
⏱️
3x Labor Added
Type: Labor, Travel
Status: Open
Qty: 5.5, 1, 3.3
🔧
Status: Tech On Site by Mohamed Shareed Jan 29, 6:59 AM
From: Tech Off Site
To: Tech On Site
Duration in Previous: 11h 22m
⏱️
3x Labor Added Jan 29, 7:26 AM
Type: Labor
Status: Open
Qty: 1.75, 8, 2.5
⏱️
4x Labor Added Jan 29, 2:16 PM
Type: Labor
Status: Open
Qty: 2, 3, 2.5
🚗
Status: Tech Off Site by Michael Morris Jan 29, 5:07 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 10h 7m
⏱️
▶
2 6x Labor Added Jan 29, 6:52 PM
6x Labor Added → 6x Labor Added
⏱️
6x Labor Added
Type: Labor, Travel, Expenses
Status: Open
Qty: 0.5, 10.75, 3, 4
⏱️
3x Labor Added Jan 29, 7:10 PM
Type: Labor
Status: Open
Qty: 2, 7.75
🔧
Status: Tech On Site by Mohamed Shareed Jan 30, 7:01 AM
From: Tech Off Site
To: Tech On Site
Duration in Previous: 13h 54m
⏱️
3x Labor Added Jan 30, 7:08 AM
Type: Labor, Travel, Expenses
Status: Open
Qty: 0.75, 3.3, 1
⏱️
2x Labor Added Jan 30, 9:50 AM
Type: Labor
Status: Open
Qty: 5, 3
💵
2x Expenses Added Jan 30, 11:26 AM
Type: Expenses, Labor
Status: Open
Qty: 1, 2
🚗
▶
2 3x Travel Added Jan 30, 2:01 PM
3x Travel Added → 3x Expenses Added
💵
3x Expenses Added
Type: Expenses
Status: Open
Qty: 1
💵
2x Expenses Added Jan 30, 2:16 PM
Type: Expenses
Status: Open
Qty: 1
💵
▶
2 Expenses Added Jan 30, 6:22 PM
Expenses Added → Labor Added
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 2
🚗
▶
3 Status: Tech Off Site Jan 30, 6:29 PM
Status: Tech Off Site → Labor Added → Expenses Added
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 7
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
⏱️
3x Labor Added Jan 30, 6:41 PM
Type: Labor
Status: Open
Qty: 2.5, 1.75, 8
🚗
4x Travel Added Jan 30, 10:12 PM
Type: Travel, Expenses
Status: Open
Qty: 5, 214
⏱️
3x Labor Added Jan 30, 10:34 PM
Type: Labor
Status: Open
Qty: 0.5, 5.5, 4.75
⏱️
4x Labor Added Jan 31, 2:00 AM
Type: Labor, Travel
Status: Open
Qty: 3, 7.5, 0.75, 12
✔️
▶
2 Status: Completed Jan 31, 9:32 AM
Status: Completed → Status: Closed
🏁
Status: Closed by Mohamed Shareed
From: Completed
To: Closed
Duration in Previous: 1m
⏳ 1.0 business days
📄
Status: Ready to Bill by Diane Patton Feb 2, 9:55 AM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 2d 0h, 0m
⚠️ 6.0 business days
🧾
Invoice Created Feb 9, 10:12 AM
Invoice Number: SM-252775

Bottlenecks

Ready for Scheduling
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Scheduled
Duration: 53.4 business days (threshold: 2.0 business days)
Exceeded by 51.4 business days
Tech On Site
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 0.6 business hours

🔗 Related Artifacts

📞
Case 00540229
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Mohamed Shareed
Scheduled
Jan 27, 9:00 AM
Created
Nov 3, 11:00 AM
Invoice #
SM-252775

Work Details (97)

Name Type Status Qty Amount Date
WL-02997459 Expenses Open 1 $0.00 Nov 5, 4:17 PM
WL-03018217 Expenses Open 1 $0.00 Nov 24, 8:45 AM
WL-03018216 Expenses Open 1 $0.00 Nov 24, 8:45 AM
WL-03079437 Labor Open 4 $0.00 Jan 26, 8:06 PM
WL-03079438 Labor Open 1.5 $0.00 Jan 26, 8:06 PM
WL-03079439 Travel Open 12 - Jan 26, 8:06 PM
WL-03079440 Travel Open 3.2 - Jan 26, 8:06 PM
WL-03079441 Expenses Open 1 $0.00 Jan 26, 8:06 PM
WL-03079442 Expenses Open 1 $0.00 Jan 26, 8:06 PM
WL-03079443 Expenses Open 1 $0.00 Jan 26, 8:06 PM
WL-03079435 Labor Open 0.5 $0.00 Jan 26, 8:06 PM
WL-03079436 Labor Open 1.25 $0.00 Jan 26, 8:06 PM
WL-03079875 Expenses Open 1 $0.00 Jan 27, 12:35 PM
WL-03079879 Expenses Open 1 $0.00 Jan 27, 12:35 PM
WL-03079882 Labor Open 0.25 $0.00 Jan 27, 12:38 PM
WL-03079883 Travel Open 3.2 - Jan 27, 12:38 PM
WL-03080866 Labor Open 4 $0.00 Jan 27, 8:16 PM
WL-03080867 Labor Open 4 $0.00 Jan 27, 8:16 PM
WL-03080868 Labor Open 0.5 $0.00 Jan 27, 8:16 PM
WL-03080869 Travel Open 197 - Jan 27, 8:16 PM
WL-03080870 Travel Open 3 - Jan 27, 8:16 PM
WL-03080871 Expenses Open 1 $0.00 Jan 27, 8:16 PM
WL-03081205 Labor Open 2.75 $0.00 Jan 28, 7:31 AM
WL-03081206 Labor Open 3 $0.00 Jan 28, 7:31 AM
WL-03081207 Labor Open 1.5 $0.00 Jan 28, 7:31 AM
WL-03081208 Labor Open 0.5 $0.00 Jan 28, 7:31 AM
WL-03081209 Travel Open 3.3 - Jan 28, 7:33 AM
WL-03081210 Travel Open 3 - Jan 28, 7:33 AM
WL-03081211 Expenses Open 1 $0.00 Jan 28, 7:33 AM
WL-03081540 Labor Open 2.5 $0.00 Jan 28, 12:24 PM
WL-03081541 Labor Open 5 $0.00 Jan 28, 12:24 PM
WL-03081552 Labor Open 2.5 $0.00 Jan 28, 12:26 PM
WL-03082483 Labor Open 0.75 $0.00 Jan 28, 7:47 PM
WL-03082484 Labor Open 9.75 $0.00 Jan 28, 7:47 PM
WL-03082485 Labor Open 0.75 $0.00 Jan 28, 7:47 PM
WL-03082486 Travel Open 3 - Jan 28, 7:47 PM
WL-03082487 Travel Open 4 - Jan 28, 7:47 PM
WL-03082488 Expenses Open 1 $0.00 Jan 28, 7:47 PM
WL-03082661 Labor Open 3 $0.00 Jan 28, 9:00 PM
WL-03082662 Labor Open 5.5 $0.00 Jan 28, 9:02 PM
WL-03082663 Labor Open 1 $0.00 Jan 28, 9:02 PM
WL-03082664 Travel Open 3.3 - Jan 28, 9:02 PM
WL-03082953 Labor Open 1.75 $0.00 Jan 29, 7:26 AM
WL-03082954 Labor Open 8 $0.00 Jan 29, 7:26 AM
WL-03082955 Labor Open 2.5 $0.00 Jan 29, 7:26 AM
WL-03083484 Labor Open 2 $0.00 Jan 29, 2:16 PM
WL-03083481 Labor Open 2 $0.00 Jan 29, 2:16 PM
WL-03083482 Labor Open 3 $0.00 Jan 29, 2:16 PM
WL-03083483 Labor Open 2.5 $0.00 Jan 29, 2:16 PM
WL-03084023 Labor Open 4 $0.00 Jan 29, 6:52 PM
WL-03084024 Labor Open 5.5 $0.00 Jan 29, 6:52 PM
WL-03084022 Labor Open 0.75 $0.00 Jan 29, 6:52 PM
WL-03084025 Travel Open 3.3 - Jan 29, 6:52 PM
WL-03084026 Travel Open 3.3 - Jan 29, 6:52 PM
WL-03084027 Expenses Open 1 $0.00 Jan 29, 6:52 PM
WL-03084032 Labor Open 0.5 $0.00 Jan 29, 6:56 PM
WL-03084033 Labor Open 10.75 $0.00 Jan 29, 6:56 PM
WL-03084034 Labor Open 0.75 $0.00 Jan 29, 6:56 PM
WL-03084035 Travel Open 3 - Jan 29, 6:56 PM
WL-03084036 Travel Open 4 - Jan 29, 6:56 PM
WL-03084037 Expenses Open 1 $0.00 Jan 29, 6:56 PM
WL-03084052 Labor Open 2 $0.00 Jan 29, 7:10 PM
WL-03084053 Labor Open 7.75 $0.00 Jan 29, 7:10 PM
WL-03084054 Labor Open 2 $0.00 Jan 29, 7:10 PM
WL-03084556 Labor Open 0.75 $0.00 Jan 30, 7:08 AM
WL-03084557 Travel Open 3.3 - Jan 30, 7:08 AM
WL-03084558 Expenses Open 1 $0.00 Jan 30, 7:08 AM
WL-03084706 Labor Open 5 $0.00 Jan 30, 9:50 AM
WL-03084707 Labor Open 3 $0.00 Jan 30, 9:50 AM
WL-03084885 Expenses Open 1 $0.00 Jan 30, 11:26 AM
WL-03084888 Labor Open 2 $0.00 Jan 30, 11:27 AM
WL-03085226 Travel Open 6.4 - Jan 30, 2:01 PM
WL-03085224 Labor Open 4 $0.00 Jan 30, 2:01 PM
WL-03085225 Labor Open 1.5 $0.00 Jan 30, 2:01 PM
WL-03085236 Expenses Open 1 $0.00 Jan 30, 2:05 PM
WL-03085235 Expenses Open 1 $0.00 Jan 30, 2:05 PM
WL-03085234 Expenses Open 1 $0.00 Jan 30, 2:05 PM
WL-03085269 Expenses Open 1 $0.00 Jan 30, 2:16 PM
WL-03085268 Expenses Open 1 $0.00 Jan 30, 2:16 PM
WL-03085843 Expenses Open 1 $0.00 Jan 30, 6:22 PM
WL-03085847 Labor Open 2 $0.00 Jan 30, 6:23 PM
WL-03085859 Labor Open 7 $0.00 Jan 30, 6:31 PM
WL-03085860 Expenses Open 1 $0.00 Jan 30, 6:33 PM
WL-03085877 Labor Open 2.5 $0.00 Jan 30, 6:41 PM
WL-03085875 Labor Open 1.75 $0.00 Jan 30, 6:41 PM
WL-03085876 Labor Open 8 $0.00 Jan 30, 6:41 PM
WL-03086227 Travel Open 5 - Jan 30, 10:12 PM
WL-03086228 Travel Open 214 - Jan 30, 10:12 PM
WL-03086229 Expenses Open 1 $0.00 Jan 30, 10:12 PM
WL-03086230 Expenses Open 1 $0.00 Jan 30, 10:12 PM
WL-03086245 Labor Open 0.5 $0.00 Jan 30, 10:34 PM
WL-03086246 Labor Open 5.5 $5,410.00 Jan 30, 10:34 PM
WL-03086247 Labor Open 4.75 $75.00 Jan 30, 10:34 PM
WL-03086313 Labor Open 3 $0.00 Jan 31, 2:00 AM
WL-03086314 Labor Open 7.5 $0.00 Jan 31, 2:00 AM
WL-03086315 Labor Open 0.75 $0.00 Jan 31, 2:00 AM
WL-03086316 Travel Open 12 - Jan 31, 2:00 AM

Details