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WO-01312672 ↗ ServiceMax

Community Health Center CHC New Britain • Repair • P3

📍 CHC Eddy Center Middletown (10448-25-010) — 134 State St, 3rd Floor, Meriden CT, 06450

Nov 3, 2025 → Nov 13, 2025

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Nov 6, 2025
✗ SLA Missed (5 biz days late)
Active: 8 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Nov 14, 2025)
SLA Target
▶ Clock Running
Status: Created
Nov 3 → Nov 3, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 3 → Nov 3, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
5d
▶ Clock Running
Status: Assigned
Nov 3 → Nov 10, 2025
5 business days (counted)
Running total: 5 of 3 biz days used
▶ Clock Running
Status: Scheduled
Nov 10 → Nov 10, 2025
0 business days (counted)
Running total: 5 of 3 biz days used
▶ Clock Running
Status: Entered
Nov 10 → Nov 10, 2025
0 business days (counted)
Running total: 5 of 3 biz days used
▶ Clock Running
Status: Assigned
Nov 10 → Nov 10, 2025
0 business days (counted)
Running total: 5 of 3 biz days used
3d
▶ Clock Running
Status: Scheduled
Nov 10 → Nov 14, 2025
3 business days (counted)
Running total: 8 of 3 biz days used
Created: Nov 3, 2025 Completed: Nov 14, 2025
Business Days Used 8 / 3
0 3d budget +5d over
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Nov 3 → Nov 3 Created ▶ Running 0 0 / 3
Nov 3 → Nov 3 Ready for Scheduling ▶ Running 0 0 / 3
Nov 3 → Nov 10 Assigned ▶ Running 5 5 / 3
Nov 10 → Nov 10 Scheduled ▶ Running 0 5 / 3
Nov 10 → Nov 10 Entered ▶ Running 0 5 / 3
Nov 10 → Nov 10 Assigned ▶ Running 0 5 / 3
Nov 10 → Nov 14 Scheduled ▶ Running 3 8 / 3
Dispatch 0.0d
Coordinators 8.8d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
8.8 days
Over SLA
Billing
0.0 days
Created: Nov 3, 2025 Due: Nov 6, 2025 Completed: Nov 14, 2025 (7 days late)
📅
7.5 days Total Age
⏱️
5.4d in Assigned Longest Stage
🔄
7 transitions Status Changes
⚠️
7.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
2 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00540026
L2 review
Closed
Q-00030911 Inspection #: 29561 Asset ID: 6229332 Model: Midmark - IQECG Will not power on. Follow-up required. Technician will need to complete the product review,eval and testing to source the exact issue and if any parts are needed=
Priority
Standard
Origin
Email
Reason
New Case
Contact
Bernie Delgado
Owner
Sherry Reich
Created
Oct 31, 2025
Work Orders from this Case (1)
WO-01312672 (current) Invoiced
Repair • Nick O'Neill
Created: Nov 3, 2025 • Closed: Nov 13, 2025
Completed with minor delays
Invoiced • 121 days old
🚨
Primary Delay 5.4 days stuck in "Assigned"
⏱️
Total Delay 7.6 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
0.0d / 1.0d SLA
Assigned
5.4d / 0.5d SLA
Scheduled
3.4d / 2.0d SLA
Closed
3.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/10 KSmith -- Scheduled for Friday with Bernie. Units are in Bernie's office. Units are at

134 State Street

3rd Floor.

Meriden CT 06450

11/9 KSmith -- Bernie advised the unit is now working fine but would still like it checked out/tagged. Provided Friday as a scheduled date and am awaiting response

11/5 KSmith -- Bernie is in clinic and will respond to the email later to let us know when a good time is to come service the unit. Bernie has other equipment coming that will need serviced as well.

11/4 KSmith -- Sent email to schedule for Thursday

11/3KSmith -- Sent email to schedule for Thursday

🔧 Work Performed
Unit was run through Calibration testing. With Bernie present, Unit powered on and was in good working condition.
🔍 Technician Findings
Technician found unit in good working condition
⚠️ Problem Description
Q-00030911 Inspection #: 29561 Asset ID: 6229332 Model: Midmark - IQECG Will not power on. Follow-up required. Technician will need to complete the product review,eval and testing to source the exact issue and if any parts are needed= https://www.ebiotrack.com/workorder.php?wo=69432

Timeline

📞
Case Linked Oct 31, 2:11 PM
Case Number: 00540026
Subject: L2 review
Status: Closed
⏳ 2.0 business days
📋
▶
2 Work Order Created Nov 3, 3:26 PM
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 Nov 3, 3:51 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 23m
⚠️ 6.0 business days
🗓️
▶
2 Status: Scheduled Nov 10, 8:04 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-11-14T19:30:00.000+0000
🆕
▶
3 Status: Entered Nov 10, 1:29 PM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kourtney Smith
Technician: a0h8Y00000HmPmRQAV, Nick O'Neill
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-11-11T15:00:00.000+0000
⏳ 3.0 business days
⏱️
▶
2 2x Labor Added Nov 13, 7:11 PM
2x Labor Added → Status: Completed
✔️
Status: Completed by Nick O'Neill
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 3d 5h, 0m
⏳ 3.6 business days
📄
▶
2 Status: Ready to Bill Nov 18, 12:22 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
⏳ 2.0 business days
🧾
Invoice Created Nov 19, 9:16 PM
Invoice Number: SM-246843

Bottlenecks

Assigned
Duration: 5.4 business days (threshold: 4.0 business hours)
Exceeded by 4.9 business days
Scheduled
Duration: 2.7 business days (threshold: 2.0 business days)
Exceeded by 5.7 business hours
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00540026
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Repair
Branch
Edge
Technician
Nick O'Neill
Scheduled
Nov 11, 10:00 AM
Created
Nov 3, 3:26 PM
Invoice #
SM-246843

Work Details (2)

Name Type Status Qty Amount Date
WL-03006664 Labor Open 0.5 $74.50 Nov 13, 7:11 PM
WL-03006665 Labor Open 2.5 $203.43 Nov 13, 7:11 PM

Details