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WO-01316291 ↗ ServiceMax

Centurion of Maryland, LLC - Incarcerated • Inspection • PSM

📍 Western Correctional Institution — 13800 McMullen Hwy SW, Cumberland MD, 21502

Nov 19, 2025 → Feb 9, 2026

✅ Completed
PSM
SLA Clock
Last business day of November 2025 · Target: Nov 28, 2025
✗ SLA Missed (48 biz days late)
Active: 54 biz days
🕐 Clock stopped: Invoiced (Feb 10, 2026)
▶ Clock Running
Status: Created
Nov 19 → Nov 19, 2025
0 business days (counted)
Running total: 0 of ? biz days used
10d
▶ Clock Running
Status: Ready for Scheduling
Nov 19 → Dec 5, 2025
10 business days (counted)
Running total: 10 of ? biz days used
42d
▶ Clock Running
Status: Assigned
Dec 5 → Feb 6, 2026
42 business days (counted)
Running total: 52 of ? biz days used
▶ Clock Running
Status: Scheduled
Feb 6 → Feb 9, 2026
1 business day (counted)
Running total: 53 of ? biz days used
▶ Clock Running
Status: Completed
Feb 9 → Feb 10, 2026
1 business day (counted)
Running total: 54 of ? biz days used
⏸ Clock Paused
Status: Awaiting Parts
Feb 10 → Feb 10, 2026
0 business days (not counted)
Created: Nov 19, 2025 Invoiced: Feb 10, 2026
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Nov 19 → Nov 19 Created ▶ Running 0 0
Nov 19 → Dec 5 Ready for Scheduling ▶ Running 10 10
Dec 5 → Feb 6 Assigned ▶ Running 42 52
Feb 6 → Feb 9 Scheduled ▶ Running 1 53
Feb 9 → Feb 10 Completed ▶ Running 1 54
Feb 10 → Feb 10 Awaiting Parts ⏸ Paused 0
Dispatch 0.0d
Material Management 0.1d
Coordinators 55.3d
Field Work 0.7d
✗ SLA Missed
Dispatch
0.0 days
Material Management
0.1 days
Coordinators
55.3 days
Over SLA
Field Work
0.7 days
Created: Nov 19, 2025 Due: Feb 16, 2026 Completed: Feb 10, 2026 (6 days early)
📅
53.9 days Total Age
⏱️
43.0d in Assigned Longest Stage
🔄
7 transitions Status Changes
⚠️
53.1d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00544965
sent email to Dylan, no contract 11/19
Closed
Inspection: Initial Annual Inspection Service https://www.ebiotrack.com/inspection.php?iid=31291
Priority
Standard
Origin
Email
Reason
New Case
Contact
Danyelle Baxter
Owner
Jessica Sells
Created
Nov 18, 2025
Work Orders from this Case (1)
WO-01316291 (current) Invoiced
Inspection • Pero Popovic
Created: Nov 19, 2025 • Closed: Feb 9, 2026
Completed with significant delays
Invoiced • 105 days old
🚨
Primary Delay 43.0 days stuck in "Assigned"
⏱️
Total Delay 53.1 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
10.6d / 1.0d SLA
Assigned
43.0d / 0.5d SLA
Scheduled
1.6d / 2.0d SLA
Completed
0.7d / 1.0d SLA
Awaiting Parts
0.1d / 3.0d SLA
Closed
2.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

CONFIRMED

2/6 MOwens Tierra Hopps sent a reply back stating the tech is approved to go onsite at this location on 2/9 with arrival between 10-12.

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


Scheduling ahead needed: Yes. will need escorted in the facility. The technician will need to give us a list of equipment needed to be brought into the facility. We will also need a picture of their drivers license. Also noting the persons first name and last name, position title.  

Certain day or time: Flexible with dates and times. 

Confirmed contact information is correct: Yes 

Anything additional needed for tech to gain access to the facility: will need escorted in the facility. The technician will need to give us a list of equipment needed to be brought into the facility. We will also need a picture of their drivers license. Also noting the persons first name and last name, position title.  


12/05/2025 LHill-sent email to Danyelle-

I don't have the exact equipment that will be inspected since this is the initial inspection. However, it would be anything that you would use for patient care like scale, thermometer, BP manometer, analyzer, pulse oximeter. When the tech is onsite he will gather all that information for us.


12/04/2025 LHill-rec'd email from Danyelle Baxter-

We are flexible with days and times. What all equipment needs inspected? That will determine the best time for the technician to arrive. Yes the technician should call ahead of time they will need escorted in the facility. The technician will need to give us a list of equipment needed to be brought into the facility. We will also need a picture of their drivers license. Also noting the persons first name and last name, position title.  

See logged email.



12/04/2025 LHill-sent email to Danyelle Baxter at dbaxter@teamcenturion.com to confirm contact & equipment.


12/04/2025 LHill-LM at 301-729-7293 for Danyelle Baxter to confirm contact & equipment.

🔧 Work Performed
Performed annual equipment inspection ( 5 pcs) Worked with William Beeman Director of operation to find all equipment.
🔍 Technician Findings
Checked in with William Beeman for inspection of devices.
⚠️ Problem Description
Inspection: Initial Annual Inspection Service https://www.ebiotrack.com/inspection.php?iid=31291

Timeline

📞
Case Linked Nov 18, 3:21 PM
Case Number: 00544965
Subject: sent email to Dylan, no contract 11/19
Status: Closed
📋
2 Work Order Created Nov 19, 1:52 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
🚨 11.0 business days
👷
2 Technician Assigned Dec 5, 9:11 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 15d 19h
🚨 26.0 business days
👷
Technician Assigned by Rhea Berry Jan 13, 2:31 PM
Technician: Pero Popovic
🚨 18.0 business days
🗓️
2 Status: Scheduled Feb 6, 1:59 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2026-02-09T15:00:00.000+0000
2.0 business days
⏱️
2x Labor Added Feb 9, 10:42 AM
Type: Labor, Travel
Status: Open
Qty: 3, 154
⏱️
Labor Added Feb 9, 2:18 PM
Type: Labor
Status: Open
Qty: 4.2166666666667
✔️
Status: Completed by Pero Popovic Feb 9, 2:49 PM
From: Scheduled
To: Completed
Duration in Previous: 3d 0h
⏱️
2x Labor Added Feb 9, 5:49 PM
Type: Labor, Travel
Status: Open
Qty: 3, 154
📦
2 Parts Requested Feb 9, 8:20 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Pero Popovic
From: Completed
To: Awaiting Parts
Duration in Previous: 5h 30m
🏁
Status: Closed by Matthew Bateman Feb 9, 9:04 PM
From: Awaiting Parts
To: Closed
Duration in Previous: 44m
2.4 business days
📄
Status: Ready to Bill by Diane Patton Feb 11, 1:34 PM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 1d 16h, 0m
3.0 business days
🧾
Invoice Created Feb 13, 8:38 PM
Invoice Number: SM-253604

Bottlenecks

Ready for Scheduling
Duration: 10.6 business days (threshold: 1.0 business days)
Exceeded by 9.6 business days
Assigned
Duration: 43.0 business days (threshold: 4.0 business hours)
Exceeded by 42.5 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00544965
Closed
📦
Parts Order 00090010
Canceled

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
N/A
Technician
Pero Popovic
Scheduled
Feb 9, 10:00 AM
Created
Nov 19, 1:52 PM
Invoice #
SM-253604

Work Details (5)

Name Type Status Qty Amount Date
WL-03097498 Labor Open 3 $0.00 Feb 9, 10:42 AM
WL-03097499 Travel Open 154 - Feb 9, 10:42 AM
WL-03097803 Labor Open 4.2166666666667 $1,195.00 Feb 9, 2:18 PM
WL-03098196 Labor Open 3 $0.00 Feb 9, 5:49 PM
WL-03098197 Travel Open 154 - Feb 9, 5:49 PM

Details