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Detailed work order timeline, KPIs, and analysis

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WO-01316243 ↗ ServiceMax

Centurion of Maryland, LLC - Incarcerated • Inspection • PSM

📍 Maryland Correctional Institution- Hagerstown — 18601 Roxbury Rd, Hagerstown MD, 21746

Nov 19, 2025 → Feb 11, 2026

✅ Completed
PSM
SLA Clock
Last business day of November 2025 · Target: Nov 28, 2025
✗ SLA Missed (49 biz days late)
Active: 55 biz days
🕐 Clock stopped: Completed (Feb 11, 2026)
▶ Clock Running
Status: Created
Nov 19 → Nov 19, 2025
0 business days (counted)
Running total: 0 of ? biz days used
8d
▶ Clock Running
Status: Ready for Scheduling
Nov 19 → Dec 3, 2025
8 business days (counted)
Running total: 8 of ? biz days used
45d
▶ Clock Running
Status: Assigned
Dec 3 → Feb 9, 2026
45 business days (counted)
Running total: 53 of ? biz days used
▶ Clock Running
Status: Scheduled
Feb 9 → Feb 11, 2026
2 business days (counted)
Running total: 55 of ? biz days used
Created: Nov 19, 2025 Completed: Feb 11, 2026
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Nov 19 → Nov 19 Created ▶ Running 0 0
Nov 19 → Dec 3 Ready for Scheduling ▶ Running 8 8
Dec 3 → Feb 9 Assigned ▶ Running 45 53
Feb 9 → Feb 11 Scheduled ▶ Running 2 55
Dispatch 0.0d
Coordinators 57.2d
Field Work 0.6d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
57.2 days
Over SLA
Field Work
0.6 days
Created: Nov 19, 2025 Due: Feb 16, 2026 Completed: Feb 11, 2026 (5 days early)
📅
55.8 days Total Age
⏱️
45.5d in Assigned Longest Stage
🔄
6 transitions Status Changes
⚠️
54.8d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

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Originating Case

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🎫
Case #00544976
eBiotrack - New Inspection Created
Closed
Initial Annual Inspection Service https://www.ebiotrack.com/inspection.php?iid=31287
Priority
Standard
Origin
Email
Reason
New Case
Contact
Teresa Folk
Owner
Shelby Robinson
Created
Nov 18, 2025
Work Orders from this Case (1)
WO-01316243 (current) Invoiced
Inspection • Pero Popovic
Created: Nov 19, 2025 • Closed: Feb 11, 2026
Completed with significant delays
Invoiced • 105 days old
🚨
Primary Delay 45.5 days stuck in "Assigned"
⏱️
Total Delay 54.8 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
8.8d / 1.0d SLA
Assigned
45.5d / 0.5d SLA
Scheduled
3.0d / 2.0d SLA
Completed
0.6d / 1.0d SLA
Closed
2.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/9 MOwens Tierra replied back that the tech is approved to go onsite on 2/11/26 with an arrival time between 9-11AM. 

1/30/26 RBerry- Emailed Tierra Hopps for update on clearance and offered dates and times. Advised Tierra that we will need to pick new dates for this week and next week WOs that were offered. Updated due date. See logged email on WO-01316329


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.


1/13/26 RBerry- Emailed Anitra Hernandez asking if tech has cleared background check to move forward. Scheduling will not happen with Anitra for this site. Use POC in WO. Background check form was sent to tech on 1/9/26 to complete. See logged email on WO-01316243


1/13/26 RBerry- Reassigned to Pero Popovic as he is closer and has time available to complete.


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
Performed annual equipment inspection ( 22 pcs ) Worked with Jennifer Sigafoose charge RN to find all equipment.
🔍 Technician Findings
Checked in with Teresa Folk for equipment inspection. Jennifer Bixler is off today.
⚠️ Problem Description
Initial Annual Inspection Service https://www.ebiotrack.com/inspection.php?iid=31287

Timeline

📞
Case Linked Nov 18, 3:35 PM
Case Number: 00544976
Subject: eBiotrack - New Inspection Created
Status: Closed
📋
2 Work Order Created Nov 19, 12:55 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Shelby Robinson
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
⚠️ 9.0 business days
👷
2 Technician Assigned Dec 3, 3:04 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 14d 2h
🚨 28.0 business days
👷
Technician Assigned by Rhea Berry Jan 13, 2:24 PM
Technician: Pero Popovic
🚨 19.0 business days
📅
2 Dispatch Scheduled Feb 9, 10:39 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Melissa Owens
From: Assigned
To: Scheduled
Duration in Previous: 67d 19h
3.0 business days
⏱️
2 3x Labor Added Feb 11, 1:44 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Pero Popovic
From: Scheduled
To: Completed
Duration in Previous: 2d 3h
⏱️
2 2x Labor Added Feb 11, 6:50 PM
2x Labor Added → Status: Closed
🏁
Status: Closed by Pero Popovic
From: Completed
To: Closed
Duration in Previous: 5h 7m
2.6 business days
📄
2 Status: Ready to Bill Feb 16, 12:54 PM
Status: Ready to Bill → Invoice Created
🧾
Invoice Created
Invoice Number: SM-254087

Bottlenecks

Ready for Scheduling
Duration: 8.8 business days (threshold: 1.0 business days)
Exceeded by 7.8 business days
Assigned
Duration: 45.5 business days (threshold: 4.0 business hours)
Exceeded by 45.0 business days
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00544976
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
N/A
Technician
Pero Popovic
Scheduled
Feb 11, 9:00 AM
Created
Nov 19, 12:55 PM
Invoice #
SM-254087

Work Details (5)

Name Type Status Qty Amount Date
WL-03101072 Labor Open 2 $0.00 Feb 11, 1:44 PM
WL-03101073 Labor Open 5 $1,195.00 Feb 11, 1:44 PM
WL-03101074 Travel Open 102 - Feb 11, 1:44 PM
WL-03101862 Labor Open 2 $0.00 Feb 11, 6:50 PM
WL-03101863 Travel Open 102 - Feb 11, 6:50 PM

Details