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WO-01317300 ↗ ServiceMax

URGENT CARE GROUP • Inspection • PSM

📍 Covenant Health - North Shore — 902 Osprey Point Lane, Knoxville TN, 37922

Nov 26, 2025 → Dec 16, 2025

✅ Completed
PSM
SLA Clock
Last business day of November 2025 · Target: Nov 28, 2025
✗ SLA Missed (11 biz days late)
Active: 12 biz days
🕐 Clock stopped: Completed (Dec 16, 2025)
▶ Clock Running
Status: Created
Nov 26 → Nov 26, 2025
0 business days (counted)
Running total: 0 of ? biz days used
1d
▶ Clock Running
Status: Ready for Scheduling
Nov 26 → Dec 1, 2025
1 business day (counted)
Running total: 1 of ? biz days used
10d
▶ Clock Running
Status: Assigned
Dec 1 → Dec 15, 2025
10 business days (counted)
Running total: 11 of ? biz days used
▶ Clock Running
Status: Scheduled
Dec 15 → Dec 16, 2025
1 business day (counted)
Running total: 12 of ? biz days used
▶ Clock Running
Status: Tech On Site
Dec 16 → Dec 16, 2025
0 business days (counted)
Running total: 12 of ? biz days used
Created: Nov 26, 2025 Completed: Dec 16, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Nov 26 → Nov 26 Created ▶ Running 0 0
Nov 26 → Dec 1 Ready for Scheduling ▶ Running 1 1
Dec 1 → Dec 15 Assigned ▶ Running 10 11
Dec 15 → Dec 16 Scheduled ▶ Running 1 12
Dec 16 → Dec 16 Tech On Site ▶ Running 0 12
Dispatch 0.0d
Coordinators 14.6d
Field Work 0.4d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
14.6 days
Over SLA
Field Work
0.4 days
Billing
0.0 days
Created: Nov 26, 2025 Due: Dec 31, 2025 Completed: Dec 16, 2025 (15 days early)
📅
13.0 days Total Age
⏱️
10.6d in Assigned Longest Stage
🔄
8 transitions Status Changes
⚠️
12.6d 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 #00546806
contract inactive 11/26
Closed
Inspection: Initial Annual Inspection Service https://www.ebiotrack.com/inspection.php?iid=31456
Priority
High
Origin
Email
Reason
New Case
Contact
Christa Dailey
Owner
Jessica Sells
Created
Nov 25, 2025
Work Orders from this Case (1)
WO-01317300 (current) Invoiced
Inspection • Michael Swingle
Created: Nov 26, 2025 • Closed: Dec 16, 2025
Completed with significant delays
Invoiced • 98 days old
🚨
Primary Delay 10.6 days stuck in "Assigned"
⏱️
Total Delay 12.6 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
2.0d / 1.0d SLA
Assigned
10.6d / 0.5d SLA
Scheduled
2.0d / 2.0d SLA
Tech On Site
0.4d / 1.0d SLA
Closed
2.5d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/15 MOwens Received email from Jeri McCumbee that this location can be scheduled on 12/16.

12/10 MOwens Sent email to Christa about scheduling.

🔧 Work Performed
performed an inspection and electrical testing on all Biomed equipment. I placed all equipment back into service and is ready for use.
🔍 Technician Findings
I arrived on site to do an inspection on the BioMed equipment.
⚠️ Problem Description
Inspection: Initial Annual Inspection Service https://www.ebiotrack.com/inspection.php?iid=31456

Timeline

📞
Case Linked Nov 25, 3:34 PM
Case Number: 00546806
Subject: contract inactive 11/26
Status: Closed
📋
▶
2 Work Order Created Nov 26, 10:30 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
⏳ 2.0 business days
👷
▶
2 Technician Assigned Dec 1, 2:20 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 5d 3h
🚨 11.0 business days
👷
▶
3 Technician Assigned Dec 15, 11:07 AM
Technician Assigned → Status: Scheduled → Dispatch Scheduled
🗓️
Status: Scheduled by Melissa Owens
From: Assigned
To: Scheduled
Duration in Previous: 13d 20h
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2025-12-16T16:00:00.000+0000
⏳ 2.0 business days
🔧
Status: Tech On Site by MICHAEL SWINGLE Dec 16, 12:07 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 0h
⏱️
3x Labor Added Dec 16, 2:54 PM
Type: Labor, Travel
Status: Open
Qty: 3.6166666666667, 2.8833333333333, 218
✔️
Status: Completed by MICHAEL SWINGLE Dec 16, 3:00 PM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 2h 52m, 0m
⏳ 3.0 business days
📄
▶
3 Status: Ready to Bill Dec 18, 4:25 PM
Status: Ready to Bill → Status: Billing Review → Status: Invoiced
💵
Status: Billing Review by Diane Patton
From: Invoice Pending, Billing Review
To: Billing Review, Invoice Pending
Duration in Previous: 0m
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⏳ 1.9 business days
🧾
Invoice Created Dec 19, 4:29 PM
Invoice Number: SM-249394

Bottlenecks

Ready for Scheduling
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Assigned
Duration: 10.6 business days (threshold: 4.0 business hours)
Exceeded by 10.1 business days
Closed
Duration: 2.5 business days (threshold: 1.0 business days)
Exceeded by 1.5 business days

🔗 Related Artifacts

📞
Case 00546806
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Michael Swingle
Scheduled
Dec 16, 11:00 AM
Created
Nov 26, 10:30 AM
Invoice #
SM-249394

Work Details (3)

Name Type Status Qty Amount Date
WL-03039429 Labor Open 3.6166666666667 $0.00 Dec 16, 2:54 PM
WL-03039430 Labor Open 2.8833333333333 $1,540.00 Dec 16, 2:54 PM
WL-03039431 Travel Open 218 - Dec 16, 2:54 PM

Details