Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01316239 ↗ ServiceMax

Centurion of Maryland, LLC - Incarcerated • Inspection • PSM

📍 Patuxent Institution CMHCJ — 7555 Waterloo Rd - CMHCJ, Jessup MD, 20794

Nov 19, 2025 → Feb 20, 2026

✅ Completed
PSM
SLA Clock
Last business day of November 2025 · Target: Nov 28, 2025
✗ SLA Missed (55 biz days late)
Active: 61 biz days
🕐 Clock stopped: Invoiced (Feb 20, 2026)
▶ Clock Running
Status: Created
Nov 19 → Nov 19, 2025
0 business days (counted)
Running total: 0 of ? biz days used
7d
▶ Clock Running
Status: Ready for Scheduling
Nov 19 → Dec 2, 2025
7 business days (counted)
Running total: 7 of ? biz days used
29d
▶ Clock Running
Status: Assigned
Dec 2 → Jan 14, 2026
29 business days (counted)
Running total: 36 of ? biz days used
▶ Clock Running
Status: Entered
Jan 14 → Jan 14, 2026
0 business days (counted)
Running total: 36 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 14 → Jan 16, 2026
2 business days (counted)
Running total: 38 of ? biz days used
12d
▶ Clock Running
Status: Assigned
Jan 16 → Feb 4, 2026
12 business days (counted)
Running total: 50 of ? biz days used
7d
▶ Clock Running
Status: Scheduled
Feb 4 → Feb 13, 2026
7 business days (counted)
Running total: 57 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 13 → Feb 14, 2026
0 business days (counted)
Running total: 57 of ? biz days used
▶ Clock Running
Status: Completed
Feb 14 → Feb 14, 2026
0 business days (counted)
Running total: 57 of ? biz days used
▶ Clock Running
Status: Closed
Feb 14 → Feb 18, 2026
2 business days (counted)
Running total: 59 of ? biz days used
▶ Clock Running
Status: Incomplete
Feb 18 → Feb 20, 2026
2 business days (counted)
Running total: 61 of ? biz days used
Created: Nov 19, 2025 Invoiced: Feb 20, 2026
Show SLA Clock Detail (11 periods)
Period Status Clock Biz Days Running Total
Nov 19 → Nov 19 Created ▶ Running 0 0
Nov 19 → Dec 2 Ready for Scheduling ▶ Running 7 7
Dec 2 → Jan 14 Assigned ▶ Running 29 36
Jan 14 → Jan 14 Entered ▶ Running 0 36
Jan 14 → Jan 16 Ready for Scheduling ▶ Running 2 38
Jan 16 → Feb 4 Assigned ▶ Running 12 50
Feb 4 → Feb 13 Scheduled ▶ Running 7 57
Feb 13 → Feb 14 Tech On Site ▶ Running 0 57
Feb 14 → Feb 14 Completed ▶ Running 0 57
Feb 14 → Feb 18 Closed ▶ Running 2 59
Feb 18 → Feb 20 Incomplete ▶ Running 2 61
Dispatch 0.2d
Coordinators 60.3d
Field Work 1.0d
Incomplete 3.0d (excluded)
✗ SLA Missed
Dispatch
0.2 days
Coordinators
60.3 days
Over SLA
Field Work
1.0 days
Incomplete (excluded from total)
3.0 days
Created: Nov 19, 2025 Due: Feb 13, 2026 Completed: Feb 20, 2026 (6 days late)
📅
61.8 days Total Age
⏱️
30.0d in Assigned Longest Stage
🔄
12 transitions Status Changes
⚠️
56.3d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
8 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00544970
eBiotrack - New Inspection Created
Closed
Inspection: Initial Annual Inspection Service https://www.ebiotrack.com/inspection.php?iid=31294
Priority
Standard
Origin
Email
Reason
New Case
Contact
Connor Hurley
Owner
Jessica Sells
Created
Nov 18, 2025
Work Orders from this Case (1)
WO-01316239 (current) Invoiced
Inspection • Michael Harris
Created: Nov 19, 2025 • Closed: Feb 20, 2026
Completed with significant delays
Invoiced • 105 days old
🚨
Primary Delay 30.0 days stuck in "Assigned"
⏱️
Total Delay 56.3 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.2d / 0.5d SLA
Ready for Scheduling
10.1d / 1.0d SLA
Assigned
42.8d / 0.5d SLA
Scheduled
7.3d / 2.0d SLA
Tech On Site
1.0d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.4d / 1.0d SLA
Incomplete
3.0d

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/4 MOwens Tierra Hopps replied back that the clearance approval for this location for 2/13 is completed for Michael Harris.

1/27/26 RBerry- Received email from Tierra Hopps stating:I have not received a response as of yet. I will follow up with them now. See logged email on WO-01316239


1/27/26 RBerry- Emailed Tierra Hopps asking for update on proposed dates and times. See logged email on WO-01316239


1/22/26 RBerry- Received email from Tierra Hopps stating: Received. Thank you. I will submit the requests with the date and times provided and will follow up once I receive a response. See logged email on WO-01316239


1/22/26 RBerry- Emailed Tierra Hopps to schedule waiting for confirmation also sent tech DL for clearance. See logged email on WO-01316239:


Technician-Michael Harris


WO-01316265-Maryland Reception, Diagnostic and Classification Center-550 East Madison St. 1/29/26 with an arrival time between 8-10AM. 


WO-01316289-Youth Detention Center-926 Greenmount Ave.-1/30/26 with an arrival time between 8-10AM. 


WO-01316261-Home Detention Unit-428 E Preston St-2/3/26 with an arrival time between 8-10AM


WO-01316251Central Maryland Correctional Facility-7301 Buttercup Rd-2/4/26 with an arrival time between 9-11AM


WO-01316234-Maryland Correctional Institution for Women-7943 Brockbridge Rd-2/9/26 with an arrival time between 9-11AM


WO-01316237-Maryland Correctional Institution for Women Hospital-7943 Brockbridge Rd - Hospita-2/10/26 with an arrival time between 9-11AM. 


WO-01316248-Dorsey Run Correctional Facility-2020 Toulson Rd-2/11/26 with an arrival time between 9-11AM


WO-01316246-Maryland Correctional Institution-Jessup-7803 House of Correction Rd-2/12/26 with an arrival time between 9-11AM.


WO-01316247/WO-01316244/WO-01316239-Patuxent Institution Youth/Patuxent Institution Adult/Patuxent Institution CMHCJ-7555 Waterloo Rd- 2/13/26 with an arrival time between 9-11AM. 


Technician: Pero Popovic


WO-01316291-Western Correctional Institution-13800 McMullen Hwy SW-2/2/26 with an arrival time between 10AM-12PM.


WO-01316302-North Branch Correctional Institution-14100 McMullen Hwy SW-2/3/26 with an arrival time between 8-10AM.


WO-01316274-Western Correctional Institution - Hospital-13800 McMullen Hwy SW - Hospital-2/3/26 with an arrival time between 12-2PM. 


WO-01316243-Maryland Correctional Institution- Hagerstown-18601 Roxbury Rd-2/4/26 with an arrival time between 9-11AM. 


WO-01316305-Maryland Correctional Institution- Hagerstown Hospital-18601 Roxbury Rd - Hospital-2/4/26 with an arrival time between 12-2PM. 


WO-01316245-Roxbury Correctional Institution- 18701 Roxbury Rd- 2/5/26 with an arrival time between 8-10AM. 


WO-01316329-Maryland Correctional Training Center-18800 Roxbury Rd-2/5/26 with an arrival time between 12-2PM. 


1/20/26 RBerry- Received email from Tierra Hopps stating:

Each site will require its own entrance memo. The attached form will need to be completed for BCBIC. For the remaining sites, I will need a clear copy of the individual’s driver’s license along with the requested dates and times of entry. I recommend selecting a date that is at least 7 business days out to ensure there is sufficient time to obtain approval.



1/16/26 RBerry- Received email from Chidi stating: We are not here on Monday because it is a holiday.


Will Michael, becoming for medical or mental health? What actually, will he be coming to work on?


Emailed Chidi asking if we can start on her site on 1/20 and schedule another date for the remaining equipment. Waiting on confirmation. See logged email on WO-01316244


1/16/26 RBerry- Sent tech information and requested to schedule for 1/19 and 1/20 with an arrival time between 9-11AM. Waiting for confirmation. See logged email on WO-01316244.


1/16/26 RBerry- Received email from Chidi Oriaku stating: Does this technician have a state ID? A memo will have to be written, requesting permission to enter. Any day during the week works and the best time is before 2pm. See logged email on WO-01316244.


01/16/2026 LHill -sent email to Chidi Oriaku at coriaku@teamcenturion.com to confirm contact & equipment.


01/16/2026 LHill-LM at 410-799-3400 Ext 441 for Chidi Oriaku to confirm contact & equipment.


1/14/26 RBerry- Returned WO to dispatch. Contact was entered incorrectly. Please see contact in EBT.


1/9 MOwens Sent email to Anitra Hernandez with proposed schedule date of 1/14


12/18/25 RBerry- Received email from Anitra Hernandez with background check form stating: I have attached a clearance form that needs to be filled out for each person that is coming in so they can do a background check. Also, I need a list of the equipment that you are bringing in and how many you will be bringing in. If you need to bring in a phone, I will need some information on that as well, which is the make& model of the phone, Phone #, serial#, IMEI#, the color of the case if you have one on it. Need to know whether or not it's a work phone or personal phone as well.


One more thing, let me know what day you would like to come, & the time.


Forwarded email to Michael Harris and Matthew Bateman asking to complete background check. Also advised MBateman that if he wanted another tech cleared to please let me know. Emailed Anitra back advising this has been sent to the technician to complete and as soon as we receive clearance we will reach out to schedule dates and times. See logged email on WO-01316329

🔧 Work Performed
30 pieces of equipment inventoried tested and asset tagged.
🔍 Technician Findings
Inspection: Initial Annual Inspection Service
⚠️ Problem Description
Inspection: Initial Annual Inspection Service https://www.ebiotrack.com/inspection.php?iid=31294

Timeline

📞
Case Linked Nov 18, 3:23 PM
Case Number: 00544970
Subject: eBiotrack - New Inspection Created
Status: Closed
📋
2 Work Order Created Nov 19, 12:48 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
⚠️ 8.0 business days
👷
2 Technician Assigned Dec 2, 10:00 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 12d 21h
🚨 30.0 business days
👷
2 Technician Assigned Jan 14, 2:08 PM
Technician Assigned → Status: Entered
🆕
Status: Entered by Rhea Berry
From: Assigned
To: Entered
Duration in Previous: 43d 4h
📅
Status: Ready for Scheduling by Jessica Sells Jan 14, 4:01 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 1h 49m
3.0 business days
👷
2 Technician Assigned Jan 16, 12:50 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Rhea Berry
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1d 20h
👷
Technician Assigned by Rhea Berry Jan 16, 1:22 PM
Technician: Michael Harris
🚨 13.0 business days
🗓️
2 Status: Scheduled Feb 4, 4:18 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2026-02-13T15:00:00.000+0000
⚠️ 8.0 business days
🔧
Status: Tech On Site by Michael Harris Feb 13, 11:10 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 8d 18h
⏱️
3 8x Labor Added Feb 13, 11:50 PM
8x Labor Added → Status: Completed → Status: Closed
✔️
Status: Completed by Michael Harris
From: Tech On Site
To: Completed
Duration in Previous: 12h 42m
🏁
Status: Closed by Michael Harris
From: Completed
To: Closed
Duration in Previous: 1m
2.0 business days
⚠️
Status: Incomplete by Matthew Bateman Feb 18, 9:25 AM
From: Closed
To: Incomplete
Duration in Previous: 4d 9h
2.8 business days
🏁
Status: Closed by Michael Harris Feb 20, 6:18 AM
From: Incomplete
To: Closed
Duration in Previous: 1d 20h
📄
2 Status: Ready to Bill Feb 20, 9:11 AM
Status: Ready to Bill → Invoice Created
🧾
Invoice Created
Invoice Number: SM-254556

Bottlenecks

Ready for Scheduling
Duration: 7.8 business days (threshold: 1.0 business days)
Exceeded by 6.8 business days
Assigned
Duration: 30.0 business days (threshold: 4.0 business hours)
Exceeded by 29.5 business days
Ready for Scheduling
Duration: 2.4 business days (threshold: 1.0 business days)
Exceeded by 1.4 business days
Assigned
Duration: 12.8 business days (threshold: 4.0 business hours)
Exceeded by 12.3 business days
Scheduled
Duration: 7.3 business days (threshold: 2.0 business days)
Exceeded by 5.3 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00544970
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
N/A
Technician
Michael Harris
Scheduled
Feb 13, 10:00 AM
Created
Nov 19, 12:48 PM
Invoice #
SM-254556

Work Details (8)

Name Type Status Qty Amount Date
WL-03106196 Labor Open 1.4166666666667 $0.00 Feb 13, 11:50 PM
WL-03106197 Labor Open 3 $1,195.00 Feb 13, 11:50 PM
WL-03106198 Labor Open 1.5 $0.00 Feb 13, 11:50 PM
WL-03106199 Travel Open 71 - Feb 13, 11:50 PM
WL-03106200 Travel Open 71 - Feb 13, 11:50 PM
WL-03106201 Expenses Open 1 $0.00 Feb 13, 11:50 PM
WL-03106202 Expenses Open 1 $0.00 Feb 13, 11:50 PM
WL-03106203 Expenses Open 1 $0.00 Feb 13, 11:50 PM

Details