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WO-01313731 ↗ ServiceMax

ConvenientMD Urgent Care- Corporate • Inspection • PSM

📍 ConvenientMD Urgent Care - Burlington MA — 181 Cambridge Street, Burlington MA, 01803

Nov 7, 2025 → Jan 6, 2026

✅ Completed
PSM
SLA Clock
Last business day of November 2025 · Target: Nov 28, 2025
✗ SLA Missed (24 biz days late)
Active: 37 biz days
🕐 Clock stopped: Completed (Jan 6, 2026)
▶ Clock Running
Status: Created
Nov 7 → Nov 7, 2025
0 business days (counted)
Running total: 0 of ? biz days used
11d
▶ Clock Running
Status: Ready for Scheduling
Nov 7 → Nov 25, 2025
11 business days (counted)
Running total: 11 of ? biz days used
7d
▶ Clock Running
Status: Assigned
Nov 25 → Dec 8, 2025
7 business days (counted)
Running total: 18 of ? biz days used
14d
▶ Clock Running
Status: Scheduled
Dec 8 → Dec 29, 2025
14 business days (counted)
Running total: 32 of ? biz days used
▶ Clock Running
Status: Entered
Dec 29 → Dec 29, 2025
0 business days (counted)
Running total: 32 of ? biz days used
▶ Clock Running
Status: Assigned
Dec 29 → Dec 29, 2025
0 business days (counted)
Running total: 32 of ? biz days used
5d
▶ Clock Running
Status: Scheduled
Dec 29 → Jan 6, 2026
5 business days (counted)
Running total: 37 of ? biz days used
▶ Clock Running
Status: Tech On Site
Jan 6 → Jan 6, 2026
0 business days (counted)
Running total: 37 of ? biz days used
Created: Nov 7, 2025 Completed: Jan 6, 2026
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Nov 7 → Nov 7 Created ▶ Running 0 0
Nov 7 → Nov 25 Ready for Scheduling ▶ Running 11 11
Nov 25 → Dec 8 Assigned ▶ Running 7 18
Dec 8 → Dec 29 Scheduled ▶ Running 14 32
Dec 29 → Dec 29 Entered ▶ Running 0 32
Dec 29 → Dec 29 Assigned ▶ Running 0 32
Dec 29 → Jan 6 Scheduled ▶ Running 5 37
Jan 6 → Jan 6 Tech On Site ▶ Running 0 37
Dispatch 0.0d
Coordinators 39.7d
Field Work 1.2d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
39.7 days
Over SLA
Field Work
1.2 days
Billing
0.0 days
Created: Nov 7, 2025 Due: Jan 30, 2026 Completed: Jan 6, 2026 (24 days early)
📅
37.6 days Total Age
⏱️
15.0d in Scheduled Longest Stage
🔄
9 transitions Status Changes
⚠️
35.2d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
7 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00541980
eBiotrack - Automated New Inspection Created
Closed
Inspection: Annual Equipment Electrical Safety Test And Calibration Service 52 pcs https://www.ebiotrack.com/inspection.php?iid=31103
Priority
High
Origin
Email
Reason
New Case
Contact
Olivia Connors
Owner
Jessica Sells
Created
Nov 7, 2025
Work Orders from this Case (1)
WO-01313731 (current) Invoiced
Inspection • James Duff
Created: Nov 7, 2025 • Closed: Jan 6, 2026
Completed with significant delays
Invoiced • 117 days old
🚨
Primary Delay 15.0 days stuck in "Scheduled"
⏱️
Total Delay 35.2 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
11.6d / 1.0d SLA
Assigned
7.7d / 0.5d SLA
Scheduled
20.4d / 2.0d SLA
Tech On Site
0.8d / 1.0d SLA
Completed
0.4d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
12/29 KSmith -- Rescheduled for 1/6 with Olivia

12/8 KSmith -- Scheduled for 1/23 with Olivia

12/8 KSmith -- Sent email to schedule for 1/23

12/3 KSmith -- Sent email to schedule for 1/23

12/1 KSmith -- Sent email to schedule for 1/23

11/25 KSmith -- Sent email to schedule for 1/23

🔧 Work Performed
01/06/2026 JWD Located all biomedical equipment and perform annual inspection, calibration and electrical safety tests for this site. Total of bed equipment inspected is 70. Added all equipment to inventory. All equipment not located added to archives notified POC of inspection findings and completion. Completed PM on M9 Autoclave.
🔍 Technician Findings
01/06/2026 JWD Complete a walkthrough with the POC for the units that need to be inspected. Locate all biomed equipment and perform annual 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: Annual Equipment Electrical Safety Test And Calibration Service 52 pcs https://www.ebiotrack.com/inspection.php?iid=31103

Timeline

📞
Case Linked Nov 7, 6:01 AM
Case Number: 00541980
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Nov 7, 2:30 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 1m
🚨 12.0 business days
👷
▶
2 Technician Assigned Nov 25, 1:22 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 17d 22h
⚠️ 8.0 business days
🗓️
▶
2 Status: Scheduled Dec 8, 10:26 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-01-23T14:00:00.000+0000
🚨 15.0 business days
🆕
▶
3 Status: Entered Dec 29, 3:42 PM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kourtney Smith
Technician: James Duff
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-01-06T14:00:00.000+0000
⚠️ 6.0 business days
🔧
Status: Tech On Site by James Duff Jan 6, 8:59 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 7d 17h
⏱️
2x Labor Added Jan 6, 1:09 PM
Type: Labor, Expenses
Status: Open
Qty: 0.75, 1
🔩
Parts Added Jan 6, 1:14 PM
Type: Parts
Status: Open
Qty: 1
⏱️
2x Labor Added Jan 6, 3:18 PM
Type: Labor
Status: Open
Qty: 1, 5
✔️
Status: Completed by James Duff Jan 6, 3:27 PM
From: Tech On Site
To: Completed
Duration in Previous: 6h 28m
⏱️
Labor Added Jan 6, 3:33 PM
Type: Labor
Status: Open
Qty: 0.75
💵
▶
2 Expenses Added Jan 6, 6:56 PM
Expenses Added → Status: Closed
🏁
Status: Closed by James Duff
From: Completed
To: Closed
Duration in Previous: 3h 29m
⏳ 2.6 business days
📄
▶
2 Status: Ready to Bill Jan 8, 1:24 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 Jan 11, 12:33 AM
Invoice Number: SM-250808

Bottlenecks

Ready for Scheduling
Duration: 11.6 business days (threshold: 1.0 business days)
Exceeded by 10.6 business days
Assigned
Duration: 7.7 business days (threshold: 4.0 business hours)
Exceeded by 7.2 business days
Scheduled
Duration: 15.0 business days (threshold: 2.0 business days)
Exceeded by 13.0 business days
Scheduled
Duration: 5.4 business days (threshold: 2.0 business days)
Exceeded by 3.4 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00541980
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
James Duff
Scheduled
Jan 6, 9:00 AM
Created
Nov 7, 2:30 PM
Invoice #
SM-250808

Work Details (7)

Name Type Status Qty Amount Date
WL-03054782 Labor Open 0.75 $0.00 Jan 6, 1:09 PM
WL-03054783 Expenses Open 1 $0.00 Jan 6, 1:09 PM
WL-03054792 Parts Open 1 $297.00 Jan 6, 1:14 PM
WL-03055060 Labor Open 1 $0.00 Jan 6, 3:18 PM
WL-03055061 Labor Open 5 $1,520.00 Jan 6, 3:18 PM
WL-03055084 Labor Open 0.75 $0.00 Jan 6, 3:33 PM
WL-03055475 Expenses Open 1 $0.00 Jan 6, 6:56 PM

Details