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WO-01312931 ↗ ServiceMax

ConvenientMD Urgent Care- Corporate • Inspection • PSM

📍 ConvenientMD Urgent Care - Hadley — 424 Russell St, Hadley MA, 01035

Nov 4, 2025 → Dec 9, 2025

✅ Completed
PSM
SLA Clock
Last business day of November 2025 · Target: Nov 28, 2025
✗ SLA Missed (7 biz days late)
Active: 23 biz days
🕐 Clock stopped: Completed (Dec 10, 2025)
▶ Clock Running
Status: Created
Nov 4 → Nov 4, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 4 → Nov 4, 2025
0 business days (counted)
Running total: 0 of ? biz days used
10d
▶ Clock Running
Status: Assigned
Nov 4 → Nov 19, 2025
10 business days (counted)
Running total: 10 of ? biz days used
▶ Clock Running
Status: Scheduled
Nov 19 → Nov 21, 2025
2 business days (counted)
Running total: 12 of ? biz days used
▶ Clock Running
Status: Entered
Nov 21 → Nov 21, 2025
0 business days (counted)
Running total: 12 of ? biz days used
▶ Clock Running
Status: Assigned
Nov 21 → Nov 21, 2025
0 business days (counted)
Running total: 12 of ? biz days used
4d
▶ Clock Running
Status: Scheduled
Nov 21 → Dec 1, 2025
4 business days (counted)
Running total: 16 of ? biz days used
▶ Clock Running
Status: Entered
Dec 1 → Dec 1, 2025
0 business days (counted)
Running total: 16 of ? biz days used
▶ Clock Running
Status: Assigned
Dec 1 → Dec 1, 2025
0 business days (counted)
Running total: 16 of ? biz days used
6d
▶ Clock Running
Status: Scheduled
Dec 1 → Dec 9, 2025
6 business days (counted)
Running total: 22 of ? biz days used
▶ Clock Running
Status: Tech On Site
Dec 9 → Dec 10, 2025
1 business day (counted)
Running total: 23 of ? biz days used
Created: Nov 4, 2025 Completed: Dec 10, 2025
Show SLA Clock Detail (11 periods)
Period Status Clock Biz Days Running Total
Nov 4 → Nov 4 Created ▶ Running 0 0
Nov 4 → Nov 4 Ready for Scheduling ▶ Running 0 0
Nov 4 → Nov 19 Assigned ▶ Running 10 10
Nov 19 → Nov 21 Scheduled ▶ Running 2 12
Nov 21 → Nov 21 Entered ▶ Running 0 12
Nov 21 → Nov 21 Assigned ▶ Running 0 12
Nov 21 → Dec 1 Scheduled ▶ Running 4 16
Dec 1 → Dec 1 Entered ▶ Running 0 16
Dec 1 → Dec 1 Assigned ▶ Running 0 16
Dec 1 → Dec 9 Scheduled ▶ Running 6 22
Dec 9 → Dec 10 Tech On Site ▶ Running 1 23
Dispatch 0.0d
Coordinators 25.8d
Field Work 1.0d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
25.8 days
Over SLA
Field Work
1.0 days
Over SLA
Billing
0.0 days
Created: Nov 4, 2025 Due: Dec 9, 2025 Completed: Dec 10, 2025 (on time)
📅
23.0 days Total Age
⏱️
10.8d in Assigned Longest Stage
🔄
9 transitions Status Changes
⚠️
20.2d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

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🎫
Case #00540550
eBiotrack - New Inspection Created
Closed
Inspection: Initial Annual Inspection Service https://www.ebiotrack.com/inspection.php?iid=30995
Priority
High
Origin
Email
Reason
New Case
Contact
Ashley Gonzales
Owner
Jessica Sells
Created
Nov 3, 2025
Work Orders from this Case (1)
WO-01312931 (current) Invoiced
Inspection • James Duff
Created: Nov 4, 2025 • Closed: Dec 9, 2025
Completed with significant delays
Invoiced • 120 days old
🚨
Primary Delay 10.8 days stuck in "Assigned"
⏱️
Total Delay 20.2 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
0.1d / 1.0d SLA
Assigned
10.8d / 0.5d SLA
Scheduled
14.9d / 2.0d SLA
Tech On Site
1.0d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/4 KSmith -- Scheduled for 12/9 with Ashley. Logged on WO-01312936 (James S)

11/4 KSmith -- Ashley requested 12/1 or 12/2. Advised we are fully booked those two dates and provided all available dates remaining through the end of the year and am awaiting response

11/4 KSmith -- Sent email to schedule for 11/26 (JS)

🔧 Work Performed
12/09/2025 JWD Located all biomedical equipment and performed initial inspection, calibration and electrical safety tests for this site. Total of bed equipment inspected is 84. Added all equipment to inventory. All equipment not located added to archives notified POC of inspection findings and completion. Did not add a PM kit to the autoclave due to it being brand new and confirmed with POC.
🔍 Technician Findings
12/09/2025 JWD Complete a walkthrough with the POC for the units that need to be inspected. Locate all biomed equipment and perform initial inspection, calibration and electrical safety tests for this site. Add all equipment to inventory. Any equipment not located add to archives. Notify POC of inspection findings and completion.
⚠️ Problem Description
Inspection: Initial Annual Inspection Service https://www.ebiotrack.com/inspection.php?iid=30995

Timeline

📞
Case Linked Nov 3, 4:17 PM
Case Number: 00540550
Subject: eBiotrack - New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Nov 4, 11:18 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Technician Assigned Nov 4, 12:14 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 55m
🚨 11.0 business days
👷
▶
3 Technician Assigned Nov 19, 10:21 AM
Technician Assigned → Status: Scheduled → Dispatch Scheduled
🗓️
Status: Scheduled by Kourtney Smith
From: Assigned
To: Scheduled
Duration in Previous: 14d 22h
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-12-09T15:30:00.000+0000
⏳ 3.0 business days
🆕
▶
3 Status: Entered Nov 21, 12:00 PM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kourtney Smith
Technician: David Cavaco
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-12-09T14:30:00.000+0000
⚠️ 5.0 business days
🆕
▶
3 Status: Entered Dec 1, 9:23 AM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kourtney Smith
Technician: James Duff
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-12-09T15:00:00.000+0000
⚠️ 7.0 business days
🔧
Status: Tech On Site by James Duff Dec 9, 9:56 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 8d 0h
⏱️
▶
2 2x Labor Added Dec 9, 4:17 PM
2x Labor Added → 2x Expenses Added
💵
2x Expenses Added
Type: Expenses
Status: Open
Qty: 1
⏱️
▶
2 2x Labor Added Dec 9, 7:13 PM
2x Labor Added → Status: Completed
✔️
Status: Completed by James Duff
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 9h 18m, 0m
⏳ 2.6 business days
📄
▶
2 Status: Ready to Bill Dec 11, 4:51 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
⏳ 2.8 business days
🧾
Invoice Created Dec 15, 7:27 AM
Invoice Number: SM-248809

Bottlenecks

Assigned
Duration: 10.8 business days (threshold: 4.0 business hours)
Exceeded by 10.3 business days
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Scheduled
Duration: 4.9 business days (threshold: 2.0 business days)
Exceeded by 2.9 business days
Scheduled
Duration: 7.0 business days (threshold: 2.0 business days)
Exceeded by 5.0 business days
Tech On Site
Duration: 1.0 business days (threshold: 1.0 business days)
Exceeded by 0.2 business hours
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00540550
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
James Duff
Scheduled
Dec 9, 10:00 AM
Created
Nov 4, 11:18 AM
Invoice #
SM-248809

Work Details (6)

Name Type Status Qty Amount Date
WL-03031797 Labor Open 2.5 $0.00 Dec 9, 4:17 PM
WL-03031798 Labor Open 1 $0.00 Dec 9, 4:17 PM
WL-03031802 Expenses Open 1 $0.00 Dec 9, 4:19 PM
WL-03031803 Expenses Open 1 $0.00 Dec 9, 4:19 PM
WL-03032137 Labor Open 6.5 $1,835.00 Dec 9, 7:13 PM
WL-03032138 Labor Open 2 $0.00 Dec 9, 7:13 PM

Details