Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01314829 ↗ ServiceMax

First Choice Health Centers, Inc. • Inspection • PSM

📍 First Choice Health Center – East Hartford – Primary Care & Behavioral Health — 265 Ellington Rd, East Hartford CT, 06108

Nov 12, 2025 → Feb 26, 2026

✅ Completed
PSM
SLA Clock
Last business day of November 2025 · Target: Nov 28, 2025
✗ SLA Missed (60 biz days late)
Active: 71 biz days
🕐 Clock stopped: Completed (Feb 27, 2026)
▶ Clock Running
Status: Created
Nov 12 → Nov 12, 2025
0 business days (counted)
Running total: 0 of ? biz days used
8d
▶ Clock Running
Status: Ready for Scheduling
Nov 12 → Nov 24, 2025
8 business days (counted)
Running total: 8 of ? biz days used
▶ Clock Running
Status: Assigned
Nov 24 → Nov 25, 2025
1 business day (counted)
Running total: 9 of ? biz days used
5d
▶ Clock Running
Status: Scheduled
Nov 25 → Dec 4, 2025
5 business days (counted)
Running total: 14 of ? biz days used
24d
▶ Clock Running
Status: On Hold
Dec 4 → Jan 9, 2026
24 business days (counted)
Running total: 38 of ? biz days used
17d
▶ Clock Running
Status: Canceled
Jan 9 → Feb 4, 2026
17 business days (counted)
Running total: 55 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 4 → Feb 4, 2026
0 business days (counted)
Running total: 55 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 4 → Feb 4, 2026
0 business days (counted)
Running total: 55 of ? biz days used
7d
▶ Clock Running
Status: Scheduled
Feb 4 → Feb 16, 2026
7 business days (counted)
Running total: 62 of ? biz days used
▶ Clock Running
Status: Entered
Feb 16 → Feb 16, 2026
0 business days (counted)
Running total: 62 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 16 → Feb 19, 2026
3 business days (counted)
Running total: 65 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 19 → Feb 19, 2026
0 business days (counted)
Running total: 65 of ? biz days used
▶ Clock Running
Status: Scheduled
Feb 19 → Feb 23, 2026
2 business days (counted)
Running total: 67 of ? biz days used
▶ Clock Running
Status: Entered
Feb 23 → Feb 23, 2026
0 business days (counted)
Running total: 67 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 23 → Feb 23, 2026
0 business days (counted)
Running total: 67 of ? biz days used
▶ Clock Running
Status: Scheduled
Feb 23 → Feb 27, 2026
4 business days (counted)
Running total: 71 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 27 → Feb 27, 2026
0 business days (counted)
Running total: 71 of ? biz days used
Created: Nov 12, 2025 Completed: Feb 27, 2026
Show SLA Clock Detail (17 periods)
Period Status Clock Biz Days Running Total
Nov 12 → Nov 12 Created ▶ Running 0 0
Nov 12 → Nov 24 Ready for Scheduling ▶ Running 8 8
Nov 24 → Nov 25 Assigned ▶ Running 1 9
Nov 25 → Dec 4 Scheduled ▶ Running 5 14
Dec 4 → Jan 9 On Hold ▶ Running 24 38
Jan 9 → Feb 4 Canceled ▶ Running 17 55
Feb 4 → Feb 4 Ready for Scheduling ▶ Running 0 55
Feb 4 → Feb 4 Assigned ▶ Running 0 55
Feb 4 → Feb 16 Scheduled ▶ Running 7 62
Feb 16 → Feb 16 Entered ▶ Running 0 62
Feb 16 → Feb 19 Ready for Scheduling ▶ Running 3 65
Feb 19 → Feb 19 Assigned ▶ Running 0 65
Feb 19 → Feb 23 Scheduled ▶ Running 2 67
Feb 23 → Feb 23 Entered ▶ Running 0 67
Feb 23 → Feb 23 Assigned ▶ Running 0 67
Feb 23 → Feb 27 Scheduled ▶ Running 4 71
Feb 27 → Feb 27 Tech On Site ▶ Running 0 71
Dispatch 0.0d
Holding 24.3d (excluded)
Coordinators 32.9d
Field Work 0.2d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Holding (excluded from total)
24.3 days
Coordinators
32.9 days
Over SLA
Field Work
0.2 days
Billing
0.0 days
Created: Nov 12, 2025 Due: Feb 27, 2026 Completed: Feb 27, 2026 (on time)
📅
71.1 days Total Age
⏱️
24.3d in On Hold Longest Stage
🔄
17 transitions Status Changes
⚠️
24.3d 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 #00543131
eBiotrack - Automated New Inspection Created
Closed
Inspection: Annual Equipment Electrical Safety Test And Calibration Service Equipment: 121 https://www.ebiotrack.com/inspection.php?iid=31187
Priority
Standard
Origin
Email
Reason
New Case
Contact
EMSAR EMSAR
Owner
John Rolston
Created
Nov 12, 2025
Work Orders from this Case (1)
WO-01314829 (current) Invoiced
Inspection • Mohamed Shareed
Created: Nov 12, 2025 • Closed: Feb 26, 2026
Completed with significant delays
Invoiced • 112 days old
🚨
Primary Delay 24.3 days stuck in "On Hold"
⏱️
Total Delay 24.3 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
11.8d / 1.0d SLA
Assigned
1.4d / 0.5d SLA
Scheduled
19.7d / 2.0d SLA
On Hold
24.3d
Canceled
17.6d
Tech On Site
0.1d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
2/19 KSmith -- Rescheduled for 2/26 with Karen and Pamela.

2/16 KSmith -- Advised Karen that we need to reschedule this inspection due to a technician personal emergency. Shawn is working to with other FOMs to get another FSE in the area to cover this so SLA is not missed.

2/4 KSmith -- Scheduled for 2/19-2/20 with Karen. 10am-12pm

2/6/26 SBerry: Account no longer on credit hold. Site requested inspection. WO moved to RFS with updated due date

1/9/2026 Sramen - per SBerry we are cancelling since this account is on credit hold.

11/25 KSmith -- Scheduled for 1/15 with Karen

11/25 KSmith -- Sent email to schedule for 1/15 (Possible 2nd FSE to do in 1 day)

🔧 Work Performed
Completed annual inspection all work documented in ebiotrack S.O #: 200-786-31187.
🔍 Technician Findings
Completed annual inspection all work documented in ebiotrack S.O #: 200-786-31187.
⚠️ Problem Description
Inspection: Annual Equipment Electrical Safety Test And Calibration Service Equipment: 121 https://www.ebiotrack.com/inspection.php?iid=31187

Timeline

📞
Case Linked Nov 12, 6:00 AM
Case Number: 00543131
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Nov 12, 12:37 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by John Rolston
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
⚠️ 9.0 business days
👷
▶
2 Technician Assigned Nov 24, 4:38 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 12d 4h
📅
▶
2 Dispatch Scheduled Nov 25, 10:50 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kourtney Smith
From: Assigned
To: Scheduled
Duration in Previous: 18h 12m
⚠️ 6.0 business days
⏸️
Status: On Hold by Mark Joseph Dec 4, 4:31 PM
From: Scheduled
To: On Hold
Duration in Previous: 9d 5h
🚨 24.9 business days
🚫
Status: Canceled by Stephanie Ramen Jan 9, 2:08 PM
From: On Hold
To: Canceled
Duration in Previous: 35d 21h
🚨 18.0 business days
📅
Status: Ready for Scheduling by Scott Berry Feb 4, 4:03 PM
From: Canceled
To: Ready for Scheduling
Duration in Previous: 26d 1h
👷
▶
4 Status: Assigned Feb 4, 4:13 PM
Status: Assigned → Technician Assigned → Dispatch Scheduled → Status: Scheduled
👷
Technician Assigned by Kourtney Smith
Technician: James Duff
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-02-19T17:00:00.000+0000
🗓️
Status: Scheduled by Kourtney Smith
From: Assigned
To: Scheduled
Duration in Previous: 2m
⚠️ 8.0 business days
🆕
Status: Entered by Kourtney Smith Feb 16, 10:54 AM
From: Scheduled, Entered
To: Entered, Ready for Scheduling
Duration in Previous: 11d 18h, 0m
⏳ 3.0 business days
👷
▶
2 Technician Assigned Feb 19, 11:02 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 3d 0h
🗓️
▶
2 Status: Scheduled Feb 19, 11:50 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-02-26T19:00:00.000+0000
⏳ 3.0 business days
🆕
▶
3 Status: Entered Feb 23, 4:25 PM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kourtney Smith
Technician: a0h5A00000HDTDDQA5, Mohamed Shareed
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-02-27T14:00:00.000+0000
⏳ 3.9 business days
🔧
Status: Tech On Site by Mohamed Shareed Feb 26, 8:01 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 3d 3h
🔩
7x Parts Added Feb 26, 8:39 PM
Type: Parts, Labor, Travel
Status: Open
Qty: 1, 4, 0.5, 2.5, 3, 101
✔️
Status: Completed by Mohamed Shareed Feb 26, 8:57 PM
From: Tech On Site
To: Completed
Duration in Previous: 56m
🏁
Status: Closed by Mohamed Shareed Feb 26, 9:13 PM
From: Completed
To: Closed
Duration in Previous: 16m
⏳ 3.3 business days
📄
▶
2 Status: Ready to Bill Mar 3, 12:14 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
🧾
Invoice Created Mar 3, 5:57 PM
Invoice Number: SM-255457

Bottlenecks

Ready for Scheduling
Duration: 8.8 business days (threshold: 1.0 business days)
Exceeded by 7.8 business days
Assigned
Duration: 1.3 business days (threshold: 4.0 business hours)
Exceeded by 6.4 business hours
Scheduled
Duration: 6.0 business days (threshold: 2.0 business days)
Exceeded by 4.0 business days
Scheduled
Duration: 7.3 business days (threshold: 2.0 business days)
Exceeded by 5.3 business days
Ready for Scheduling
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Scheduled
Duration: 2.9 business days (threshold: 2.0 business days)
Exceeded by 7.2 business hours
Scheduled
Duration: 3.4 business days (threshold: 2.0 business days)
Exceeded by 1.4 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00543131
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Mohamed Shareed
Scheduled
Feb 27, 9:00 AM
Created
Nov 12, 12:37 PM
Invoice #
SM-255457

Work Details (7)

Name Type Status Qty Amount Date
WL-03122244 Parts Open 1 $51.25 Feb 26, 8:39 PM
WL-03122245 Parts Open 4 $8.48 Feb 26, 8:39 PM
WL-03122246 Labor Open 0.5 $0.00 Feb 26, 8:39 PM
WL-03122247 Labor Open 5 $2,970.60 Feb 26, 8:39 PM
WL-03122248 Labor Open 2.5 $0.00 Feb 26, 8:39 PM
WL-03122249 Travel Open 3 - Feb 26, 8:39 PM
WL-03122250 Travel Open 101 - Feb 26, 8:39 PM

Details