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WO-01312961 ↗ ServiceMax

PM Pediatrics Urgent Care • Inspection • PSM

📍 PM Pediatrics - Glenview — 15 Waukegan Rd, Glenview IL, 60025

Nov 4, 2025 → Jan 23, 2026

✅ Completed
PSM
SLA Clock
Last business day of November 2025 · Target: Nov 28, 2025
✗ SLA Missed (36 biz days late)
Active: 52 biz days
🕐 Clock stopped: Completed (Jan 23, 2026)
▶ 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
41d
▶ Clock Running
Status: Assigned
Nov 4 → Jan 7, 2026
41 business days (counted)
Running total: 41 of ? biz days used
▶ Clock Running
Status: Entered
Jan 7 → Jan 7, 2026
0 business days (counted)
Running total: 41 of ? biz days used
▶ Clock Running
Status: On Hold
Jan 7 → Jan 7, 2026
0 business days (counted)
Running total: 41 of ? biz days used
▶ Clock Running
Status: Reschedule
Jan 7 → Jan 7, 2026
0 business days (counted)
Running total: 41 of ? biz days used
7d
▶ Clock Running
Status: Assigned
Jan 7 → Jan 19, 2026
7 business days (counted)
Running total: 48 of ? biz days used
▶ Clock Running
Status: Entered
Jan 19 → Jan 19, 2026
0 business days (counted)
Running total: 48 of ? biz days used
▶ Clock Running
Status: On Hold
Jan 19 → Jan 20, 2026
1 business day (counted)
Running total: 49 of ? biz days used
▶ Clock Running
Status: Assigned
Jan 20 → Jan 20, 2026
0 business days (counted)
Running total: 49 of ? biz days used
▶ Clock Running
Status: Scheduled
Jan 20 → Jan 22, 2026
2 business days (counted)
Running total: 51 of ? biz days used
▶ Clock Running
Status: Tech On Site
Jan 22 → Jan 23, 2026
1 business day (counted)
Running total: 52 of ? biz days used
Created: Nov 4, 2025 Completed: Jan 23, 2026
Show SLA Clock Detail (12 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 → Jan 7 Assigned ▶ Running 41 41
Jan 7 → Jan 7 Entered ▶ Running 0 41
Jan 7 → Jan 7 On Hold ▶ Running 0 41
Jan 7 → Jan 7 Reschedule ▶ Running 0 41
Jan 7 → Jan 19 Assigned ▶ Running 7 48
Jan 19 → Jan 19 Entered ▶ Running 0 48
Jan 19 → Jan 20 On Hold ▶ Running 1 49
Jan 20 → Jan 20 Assigned ▶ Running 0 49
Jan 20 → Jan 22 Scheduled ▶ Running 2 51
Jan 22 → Jan 23 Tech On Site ▶ Running 1 52
Dispatch 0.0d
Holding 1.0d (excluded)
Coordinators 52.5d
Field Work 1.6d
Billing 3.1d
✗ SLA Missed
Dispatch
0.0 days
Holding (excluded from total)
1.0 days
Coordinators
52.5 days
Over SLA
Field Work
1.6 days
Billing
3.1 days
Created: Nov 4, 2025 Due: Jan 30, 2026 Completed: Jan 24, 2026 (6 days early)
📅
52.8 days Total Age
⏱️
41.1d in Assigned Longest Stage
🔄
17 transitions Status Changes
⚠️
48.8d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
19 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 Tyler Bollman — scheduling delays attributed to technician, not coordinators
Visit 1 Jan 22, 2026
Visit 2 Jan 23, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00540640
eBiotrack - Automated New Inspection Created
Closed
Annual Equipment Electrical Safety Test And Calibration Service 51 pieces https://www.ebiotrack.com/inspection.php?iid=31006
Priority
High
Origin
Email
Reason
New Case
Contact
Dave Matthison
Owner
Sherry Reich
Created
Nov 4, 2025
Work Orders from this Case (1)
WO-01312961 (current) Invoiced
Inspection • Tyler Bollman
Created: Nov 4, 2025 • Closed: Jan 23, 2026
Completed with significant delays
Invoiced • 120 days old
🚨
Primary Delay 41.1 days stuck in "Assigned"
⏱️
Total Delay 48.8 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
0.7d / 1.0d SLA
Assigned
48.1d / 0.5d SLA
On Hold
1.0d
Reschedule
1.0d / 2.0d SLA
Scheduled
2.6d / 2.0d SLA
Tech On Site
0.6d / 1.0d SLA
Completed
1.0d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Billing Review
3.0d / 2.0d SLA
Ready to Bill
0.1d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1/27/26 DPatton - please confirm inspection pricing. $1695 per site up to 70 devices? Can you add $1695 to smc ? (EBT says $1262 flat rate)

1/22 TBolllman Left in Serviced to account for out of state travel home tomorrow

1/20 KKelch Sean called me back to schedule for 1/22 between 12 and 2 pm. Customer confirmed. 

1/19 KKelch called Dave to schedule for 1/22 between 12 and 2 pm. Left VM. Placed on hold due to 3 failed attempts to schedule

1/16 KKelch called Dave to schedule for 1/22 between 12 and 2 pm. Left VM. 

1/8/2026 CRamen left a vm for a returned call to schedule and stated its urgency to call back to schedule


1/7/26 SBerry: POC updated in EBT and location in SMX

1/7/2026 CRamen Megan called back and gave me new contact. Called Dave Matthison 301-742-7998 and left a vm to return call to schedule for Wednesday 1/14/2026 with tech arrival between 8-10am. email is dmatthison@pmpediatrics.com Logged email.


1/7/2026 CRamen spoke with Megan Dickey and she no longer works at this facility. 847-602-3745


1/6/2026 CRamen left a vm for a returned call to schedule for Monday 1/12/2026 with tech arrival between 8-10am.


1/5/2026 CRamen left a vm for a returned call to schedule for Monday 1/12/2026 with tech arrival between 8-10am. Placeholder set


11/11/2025 CRamen left a vm for a returned call to schedule. 

11/4/2025 CRamen logged email requesting Monday 1/5/2026 with an arrival window between 8-10am. Placeholder set

🔧 Work Performed
Annual Equipment Electrical Safety Test And Calibration Service 53 items
🔍 Technician Findings
Annual Equipment Electrical Safety Test And Calibration Service
⚠️ Problem Description
Annual Equipment Electrical Safety Test And Calibration Service 51 pieces https://www.ebiotrack.com/inspection.php?iid=31006

Timeline

📞
Case Linked Nov 4, 6:01 AM
Case Number: 00540640
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Nov 4, 12:13 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 4, 6:02 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Charles Ramen
From: Ready for Scheduling
To: Assigned
Duration in Previous: 5h 48m
🚨 41.7 business days
🆕
Status: Entered by Charles Ramen Jan 7, 9:31 AM
From: Assigned, Entered
To: Entered, On Hold
Duration in Previous: 63d 15h, 0m
🔄
Status: Reschedule by Charles Ramen Jan 7, 9:48 AM
From: On Hold
To: Reschedule
Duration in Previous: 16m
👷
▶
2 Status: Assigned Jan 7, 6:53 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Charles Ramen
Technician: Ryan Byer
⚠️ 7.6 business days
👷
Technician Assigned by Kaitlyn Kelch Jan 16, 11:29 AM
Technician: Tyler Bollman
⏳ 1.0 business days
🆕
Status: Entered by Kaitlyn Kelch Jan 19, 10:26 AM
From: Assigned, Entered
To: Entered, On Hold
Duration in Previous: 11d 15h, 0m
⏳ 1.0 business days
👷
▶
4 Technician Assigned Jan 20, 2:02 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled → Status: Scheduled
👷
Status: Assigned by Kaitlyn Kelch
From: On Hold
To: Assigned
Duration in Previous: 1d 3h
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-01-22T18:00:00.000+0000
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Assigned
To: Scheduled
Duration in Previous: 1m
⏳ 3.0 business days
🔧
Status: Tech On Site by Tyler Bollman Jan 22, 3:08 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 1h
✔️
Status: Completed by Tyler Bollman Jan 22, 8:17 PM
From: Tech On Site
To: Completed
Duration in Previous: 5h 8m
💵
7x Expenses Added Jan 22, 8:25 PM
Type: Expenses, Parts, Labor, Travel
Status: Open
Qty: 1, 2, 4.5, 1.5, 85, 34
💵
Expenses Added Jan 22, 8:33 PM
Type: Expenses
Status: Open
Qty: 1
💵
▶
2 Expenses Added Jan 23, 9:49 AM
Expenses Added → Expenses Added
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
💵
▶
3 Expenses Added Jan 23, 10:39 AM
Expenses Added → Expenses Added → 2x Expenses Added
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
💵
2x Expenses Added
Type: Expenses
Status: Open
Qty: 1
💵
Expenses Added Jan 23, 9:07 PM
Type: Expenses
Status: Open
Qty: 1
🚗
▶
2 4x Travel Added Jan 23, 9:13 PM
4x Travel Added → Status: Closed
🏁
Status: Closed by Tyler Bollman
From: Completed
To: Closed
Duration in Previous: 1d 1h
⏳ 2.3 business days
💵
Status: Billing Review by Diane Patton Jan 27, 1:02 PM
From: Closed
To: Billing Review
Duration in Previous: 3d 15h
⏳ 2.0 business days
📄
Status: Ready to Bill by Scott Berry Jan 28, 3:57 PM
From: Billing Review
To: Ready to Bill
Duration in Previous: 1d 2h
💵
Status: Billing Review by Diane Patton Jan 28, 5:03 PM
From: Ready to Bill
To: Billing Review
Duration in Previous: 1h 5m
🏁
▶
4 Status: Closed Jan 29, 9:00 AM
Status: Closed → Status: Ready to Bill → Status: Invoiced → Invoice Created
📄
Status: Ready to Bill by Diane Patton
From: Closed, Ready to Bill
To: Ready to Bill, Invoice Pending
Duration in Previous: 3m, 0m
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🧾
Invoice Created
Invoice Number: SM-252479

Bottlenecks

Assigned
Duration: 41.1 business days (threshold: 4.0 business hours)
Exceeded by 40.6 business days
Assigned
Duration: 7.0 business days (threshold: 4.0 business hours)
Exceeded by 6.5 business days
Scheduled
Duration: 2.6 business days (threshold: 2.0 business days)
Exceeded by 4.9 business hours
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00540640
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Tyler Bollman
Scheduled
Jan 22, 1:00 PM
Created
Nov 4, 12:13 PM
Invoice #
SM-252479

Work Details (19)

Name Type Status Qty Amount Date
WL-03075997 Expenses Open 1 $0.00 Jan 22, 8:25 PM
WL-03075991 Parts Open 1 $297.00 Jan 22, 8:25 PM
WL-03075992 Labor Open 2 $0.00 Jan 22, 8:25 PM
WL-03075993 Labor Open 4.5 $1,695.00 Jan 22, 8:25 PM
WL-03075994 Labor Open 1.5 $0.00 Jan 22, 8:25 PM
WL-03075995 Travel Open 85 $0.00 Jan 22, 8:25 PM
WL-03075996 Travel Open 34 $0.00 Jan 22, 8:25 PM
WL-03076035 Expenses Open 1 $0.00 Jan 22, 8:33 PM
WL-03076366 Expenses Open 1 $0.00 Jan 23, 9:49 AM
WL-03076372 Expenses Open 1 $0.00 Jan 23, 9:53 AM
WL-03076421 Expenses Open 1 $0.00 Jan 23, 10:39 AM
WL-03076435 Expenses Open 1 $0.00 Jan 23, 10:42 AM
WL-03076439 Expenses Open 1 $0.00 Jan 23, 10:44 AM
WL-03076438 Expenses Open 1 $0.00 Jan 23, 10:44 AM
WL-03077539 Expenses Open 1 $0.00 Jan 23, 9:07 PM
WL-03077553 Travel Open 30 $0.00 Jan 23, 9:13 PM
WL-03077551 Labor Open 1.5 $0.00 Jan 23, 9:13 PM
WL-03077550 Labor Open 7 $0.00 Jan 23, 9:13 PM
WL-03077552 Travel Open 25 $0.00 Jan 23, 9:13 PM

Details