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WO-01314443 ↗ ServiceMax

CareATC • Inspection • PSM

📍 Care4Us IHBC - Collierville TN — 777 West Poplar Avenue, Collierville TN, 38017

Nov 10, 2025 → Jan 13, 2026

✅ Completed
PSM
SLA Clock
Last business day of November 2025 · Target: Nov 28, 2025
✗ SLA Missed (29 biz days late)
Active: 41 biz days
🕐 Clock stopped: Completed (Jan 13, 2026)
▶ Clock Running
Status: Created
Nov 10 → Nov 10, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 10 → Nov 11, 2025
0 business days (counted)
Running total: 0 of ? biz days used
34d
▶ Clock Running
Status: Assigned
Nov 11 → Jan 2, 2026
34 business days (counted)
Running total: 34 of ? biz days used
4d
▶ Clock Running
Status: Scheduled
Jan 2 → Jan 8, 2026
4 business days (counted)
Running total: 38 of ? biz days used
▶ Clock Running
Status: Entered
Jan 8 → Jan 8, 2026
0 business days (counted)
Running total: 38 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 8 → Jan 8, 2026
0 business days (counted)
Running total: 38 of ? biz days used
▶ Clock Running
Status: Assigned
Jan 8 → Jan 8, 2026
0 business days (counted)
Running total: 38 of ? biz days used
3d
▶ Clock Running
Status: Scheduled
Jan 8 → Jan 13, 2026
3 business days (counted)
Running total: 41 of ? biz days used
▶ Clock Running
Status: Tech On Site
Jan 13 → Jan 13, 2026
0 business days (counted)
Running total: 41 of ? biz days used
Created: Nov 10, 2025 Completed: Jan 13, 2026
Show SLA Clock Detail (9 periods)
Period Status Clock Biz Days Running Total
Nov 10 → Nov 10 Created ▶ Running 0 0
Nov 10 → Nov 11 Ready for Scheduling ▶ Running 0 0
Nov 11 → Jan 2 Assigned ▶ Running 34 34
Jan 2 → Jan 8 Scheduled ▶ Running 4 38
Jan 8 → Jan 8 Entered ▶ Running 0 38
Jan 8 → Jan 8 Ready for Scheduling ▶ Running 0 38
Jan 8 → Jan 8 Assigned ▶ Running 0 38
Jan 8 → Jan 13 Scheduled ▶ Running 3 41
Jan 13 → Jan 13 Tech On Site ▶ Running 0 41
Dispatch 0.0d
Coordinators 43.2d
Field Work 0.3d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
43.2 days
Over SLA
Field Work
0.3 days
Billing
0.0 days
Created: Nov 10, 2025 Due: Jan 30, 2026 Completed: Jan 13, 2026 (17 days early)
📅
41.2 days Total Age
⏱️
34.0d in Assigned Longest Stage
🔄
10 transitions Status Changes
⚠️
39.9d 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 #00542329
eBiotrack - Automated New Inspection Created
Closed
Annual Equipment Electrical Safety Test And Calibration Service 36 Pcs https://www.ebiotrack.com/inspection.php?iid=31145
Priority
Standard
Origin
Email
Reason
New Case
Contact
Purchasing Support
Owner
Kimberly Hardison
Created
Nov 9, 2025
Work Orders from this Case (1)
WO-01314443 (current) Invoiced
Inspection • James Duff
Created: Nov 10, 2025 • Closed: Jan 13, 2026
Completed with significant delays
Invoiced • 114 days old
🚨
Primary Delay 34.0 days stuck in "Assigned"
⏱️
Total Delay 39.9 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
0.2d / 1.0d SLA
Assigned
34.0d / 0.5d SLA
Scheduled
9.0d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Completed
0.2d / 1.0d SLA
Closed
2.4d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1/8 MOwens Sent FU email to Katrina to change the schedule date to 1/13 around 11am.

1/2 MOwens sent email to Katrina Braxton about good dates for the inspection at this location. She replied back that any day M-Th around 11am works to schedule. Replied back confirming the schedule date on Mon. 1/12 around 11am.

🔧 Work Performed
01/13/2026 JWD Located all biomedical equipment and perform annual inspection, calibration and electrical safety tests for this site. Total of bed equipment inspected is 7. Added all equipment to inventory. All equipment not located added to archives notified POC of inspection findings and completion. AED has wrong batteries. It currently has NUON and it should be Duracels which have an expiration date. Taking Duracells batteries out of hero bag to put in AED. Notified POC Katrina Braxton and she approved for tbem to be added.
🔍 Technician Findings
01/13/2026 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
Annual Equipment Electrical Safety Test And Calibration Service 36 Pcs https://www.ebiotrack.com/inspection.php?iid=31145

Timeline

📞
Case Linked Nov 9, 6:08 AM
Case Number: 00542329
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
⏳ 1.0 business days
📋
▶
2 Work Order Created Nov 10, 5:09 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Technician Assigned Nov 11, 9:55 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 16h 45m
🚨 34.0 business days
🗓️
▶
2 Status: Scheduled Jan 2, 9:43 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2026-01-12T16:00:00.000+0000
⚠️ 5.0 business days
🆕
▶
2 Status: Entered Jan 8, 9:47 AM
Status: Entered → Technician Assigned
👷
Technician Assigned by Melissa Owens
Technician: James Duff
🗓️
▶
2 Status: Scheduled Jan 8, 9:53 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2026-01-13T16:00:00.000+0000
⏳ 4.0 business days
🔧
Status: Tech On Site by James Duff Jan 13, 1:10 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 3h
🚗
2x Travel Added Jan 13, 1:46 PM
Type: Travel
Status: Open
Qty: 362, 235
⏱️
▶
3 4x Labor Added Jan 13, 2:14 PM
4x Labor Added → Status: Completed → Parts Added
✔️
Status: Completed by James Duff
From: Tech On Site
To: Completed
Duration in Previous: 1h 5m
🔩
Parts Added
Type: Parts
Status: Open
Qty: 1
🏁
Status: Closed by James Duff Jan 13, 3:30 PM
From: Completed
To: Closed
Duration in Previous: 1h 14m
⏳ 3.0 business days
📄
▶
2 Status: Ready to Bill Jan 15, 10:12 AM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⏳ 2.0 business days
🧾
Invoice Created Jan 16, 9:14 PM
Invoice Number: SM-251221

Bottlenecks

Assigned
Duration: 34.0 business days (threshold: 4.0 business hours)
Exceeded by 33.5 business days
Scheduled
Duration: 5.0 business days (threshold: 2.0 business days)
Exceeded by 3.0 business days
Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Closed
Duration: 2.4 business days (threshold: 1.0 business days)
Exceeded by 1.4 business days

🔗 Related Artifacts

📞
Case 00542329
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
N/A
Technician
James Duff
Scheduled
Jan 13, 11:00 AM
Created
Nov 10, 5:09 PM
Invoice #
SM-251221

Work Details (7)

Name Type Status Qty Amount Date
WL-03063219 Travel Open 362 - Jan 13, 1:46 PM
WL-03063218 Travel Open 235 - Jan 13, 1:46 PM
WL-03063277 Labor Open 3.5 $0.00 Jan 13, 2:14 PM
WL-03063278 Labor Open 1 $1,063.00 Jan 13, 2:14 PM
WL-03063279 Labor Open 5.5 $0.00 Jan 13, 2:14 PM
WL-03063280 Expenses Open 1 $0.00 Jan 13, 2:15 PM
WL-03063287 Parts Open 1 $47.25 Jan 13, 2:18 PM

Details