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WO-01314834 ↗ ServiceMax

CenterWell (Humana) • Inspection • PSM

📍 CenterWell Patton Avenue — 1425 Patton Avenue, Asheville NC, 28806

Nov 12, 2025 → Feb 3, 2026

✅ Completed
PSM
SLA Clock
Last business day of November 2025 · Target: Nov 28, 2025
✗ SLA Missed (43 biz days late)
Active: 54 biz days
🕐 Clock stopped: Completed (Feb 3, 2026)
▶ Clock Running
Status: Created
Nov 12 → Nov 12, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 12 → Nov 13, 2025
1 business day (counted)
Running total: 1 of ? biz days used
11d
▶ Clock Running
Status: Assigned
Nov 13 → Dec 2, 2025
11 business days (counted)
Running total: 12 of ? biz days used
▶ Clock Running
Status: Entered
Dec 2 → Dec 2, 2025
0 business days (counted)
Running total: 12 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Dec 2 → Dec 3, 2025
1 business day (counted)
Running total: 13 of ? biz days used
34d
▶ Clock Running
Status: Assigned
Dec 3 → Jan 23, 2026
34 business days (counted)
Running total: 47 of ? biz days used
7d
▶ Clock Running
Status: Scheduled
Jan 23 → Feb 3, 2026
7 business days (counted)
Running total: 54 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 3 → Feb 3, 2026
0 business days (counted)
Running total: 54 of ? biz days used
Created: Nov 12, 2025 Completed: Feb 3, 2026
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Nov 12 → Nov 12 Created ▶ Running 0 0
Nov 12 → Nov 13 Ready for Scheduling ▶ Running 1 1
Nov 13 → Dec 2 Assigned ▶ Running 11 12
Dec 2 → Dec 2 Entered ▶ Running 0 12
Dec 2 → Dec 3 Ready for Scheduling ▶ Running 1 13
Dec 3 → Jan 23 Assigned ▶ Running 34 47
Jan 23 → Feb 3 Scheduled ▶ Running 7 54
Feb 3 → Feb 3 Tech On Site ▶ Running 0 54
Dispatch 0.1d
Coordinators 58.1d
Field Work 0.0d
Billing 0.0d
✗ SLA Missed
Dispatch
0.1 days
Coordinators
58.1 days
Over SLA
Field Work
0.0 days
Billing
0.0 days
Created: Nov 12, 2025 Due: Jan 30, 2026 Completed: Feb 3, 2026 (3 days late)
📅
54.8 days Total Age
⏱️
35.0d in Assigned Longest Stage
🔄
10 transitions Status Changes
⚠️
53.2d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00543135
eBiotrack - Automated New Inspection Created
Closed
Inspection: Annual Equipment Electrical Safety Test And Calibration Service Equipment: 45 https://www.ebiotrack.com/inspection.php?iid=31191
Priority
Standard
Origin
Email
Reason
New Case
Contact
Cierra Merriweather
Owner
John Rolston
Created
Nov 12, 2025
Work Orders from this Case (1)
WO-01314834 (current) Invoiced
Inspection • Eric Colon
Created: Nov 12, 2025 • Closed: Feb 3, 2026
Completed with significant delays
Invoiced • 112 days old
🚨
Primary Delay 35.0 days stuck in "Assigned"
⏱️
Total Delay 53.2 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.1d / 0.5d SLA
Ready for Scheduling
3.1d / 1.0d SLA
Assigned
47.0d / 0.5d SLA
Scheduled
8.0d / 2.0d SLA
Tech On Site
0.0d / 1.0d SLA
Closed
1.1d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1/23 MOwens Emily replied back that any coming up works for her. Sent a reply scheduling the visit for 2/3 since the tech is fully scheduled all next week. Arrival will be around 11am.

1/20 MOwens Called to speak to Ms Crabtree. Left a vm for her to call back to schedule the annual inspection visit.

1/12 MOwens Called to speak to Ms. Crabtree the POC for this location. She was on the phone. Left a msg for her to call back to schedule the annual inspection during Jan.

Ms. Crabtree is the POC for this location 828-900-3483

12/2/25 RBerry- Order type is incorrect. Returned to dispatch for correction.

🔧 Work Performed
2/3/26- EColon- Arrived onsite, checked in with front desk. Completed inspection of 41 items, archived 12 items. Inspection complete
🔍 Technician Findings
Annual Inspection
⚠️ Problem Description
Inspection: Annual Equipment Electrical Safety Test And Calibration Service Equipment: 45 https://www.ebiotrack.com/inspection.php?iid=31191

Timeline

📞
Case Linked Nov 12, 6:01 AM
Case Number: 00543135
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Nov 12, 12:49 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
👷
▶
2 Technician Assigned Nov 13, 10:00 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 21h 11m
🚨 12.0 business days
🆕
Status: Entered by Rhea Berry Dec 2, 3:49 PM
From: Assigned
To: Entered
Duration in Previous: 19d 5h
📅
Status: Ready for Scheduling by Kimberly Hardison Dec 2, 4:18 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 28m
👷
▶
2 Technician Assigned Dec 3, 8:55 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 16h 37m
🚨 35.0 business days
🗓️
▶
2 Status: Scheduled Jan 23, 8:56 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2026-02-03T16:00:00.000+0000
⚠️ 8.0 business days
⏱️
2x Labor Added Feb 3, 11:59 AM
Type: Labor, Travel
Status: Open
Qty: 3, 161
🔧
▶
3 Status: Tech On Site Feb 3, 6:15 PM
Status: Tech On Site → Labor Added → Status: Completed
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 3
✔️
Status: Completed by Eric Colon
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 1m, 0m
📄
▶
2 Status: Ready to Bill Feb 4, 10:49 AM
Status: Ready to Bill → Status: Invoice Pending
📨
Status: Invoice Pending by Diane Patton
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 3m, 0m
⏳ 3.0 business days
🧾
Invoice Created Feb 6, 3:21 PM
Invoice Number: SM-252955

Bottlenecks

Ready for Scheduling
Duration: 1.8 business days (threshold: 1.0 business days)
Exceeded by 6.2 business hours
Assigned
Duration: 12.0 business days (threshold: 4.0 business hours)
Exceeded by 11.5 business days
Ready for Scheduling
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.7 business hours
Assigned
Duration: 35.0 business days (threshold: 4.0 business hours)
Exceeded by 34.5 business days
Scheduled
Duration: 8.0 business days (threshold: 2.0 business days)
Exceeded by 6.0 business days
Closed
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 0.7 business hours

🔗 Related Artifacts

📞
Case 00543135
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Eric Colon
Scheduled
Feb 3, 11:00 AM
Created
Nov 12, 12:49 PM
Invoice #
SM-252955

Work Details (3)

Name Type Status Qty Amount Date
WL-03089331 Labor Open 3 $0.00 Feb 3, 11:59 AM
WL-03089332 Travel Open 161 - Feb 3, 11:59 AM
WL-03090061 Labor Open 3 $1,292.00 Feb 3, 6:16 PM

Details