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WO-01317305 ↗ ServiceMax

URGENT CARE GROUP • Calibration • PSM

📍 CHUC - Sevierville — 1787 Veterans Blvd Ste 101, Sevierville TN, 37862

Nov 26, 2025 → Dec 17, 2025

✅ Completed
PSM
SLA Clock
Last business day of November 2025 · Target: Nov 28, 2025
✗ SLA Missed (12 biz days late)
Active: 13 biz days
🕐 Clock stopped: Completed (Dec 17, 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 17, 2025
1 business day (counted)
Running total: 13 of ? biz days used
Created: Nov 26, 2025 Completed: Dec 17, 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 17 Tech On Site ▶ Running 1 13
Dispatch 0.0d
Coordinators 14.6d
Field Work 1.3d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
14.6 days
Over SLA
Field Work
1.3 days
Over SLA
Created: Nov 26, 2025 Due: Dec 30, 2025 Completed: Dec 17, 2025 (13 days early)
📅
14.0 days Total Age
⏱️
10.6d in Assigned Longest Stage
🔄
6 transitions Status Changes
⚠️
13.5d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
7 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00546817
WO Request - CHUC - Sevierville. Waiting for response from Dylan
Closed
Miscellaneous Calibration Autoclave to be calibrated https://www.ebiotrack.com/inspection.php?iid=31501
Priority
High
Origin
Email
Reason
New Case
Contact
Rebekah Rudd
Owner
Kimberly Hardison
Created
Nov 25, 2025
Work Orders from this Case (1)
WO-01317305 (current) Invoiced
Calibration • Michael Swingle
Created: Nov 26, 2025 • Closed: Dec 17, 2025
Completed with significant delays
Invoiced • 98 days old
🚨
Primary Delay 10.6 days stuck in "Assigned"
⏱️
Total Delay 13.5 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
1.3d / 1.0d SLA
Closed
3.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

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

12/10 MOwens Sent email to Rebekah Rudd about scheduling.

🔧 Work Performed
Unit was already cleaned and gasket and filters looked brand new. I ran a cycle through on packs and unit ran as intended.
🔍 Technician Findings
I arrived on site to check on Autoclave, to make sure it was working properly.
⚠️ Problem Description
Miscellaneous Calibration Autoclave to be calibrated https://www.ebiotrack.com/inspection.php?iid=31501

Timeline

📞
Case Linked Nov 25, 3:43 PM
Case Number: 00546817
Subject: WO Request - CHUC - Sevierville. Waiting for response from Dylan
Status: Closed
📋
▶
2 Work Order Created Nov 26, 10:44 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
⏳ 2.0 business days
👷
▶
2 Technician Assigned Dec 1, 2:10 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 → Dispatch Scheduled → Status: Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2025-12-16T21:00:00.000+0000
🗓️
Status: Scheduled by Melissa Owens
From: Assigned
To: Scheduled
Duration in Previous: 13d 21h
⏳ 2.0 business days
📅
Dispatch Scheduled by Melissa Owens Dec 16, 11:31 AM
Scheduled For: 2025-12-17T13:30:00.000+0000
💵
2x Expenses Added Dec 16, 11:57 AM
Type: Expenses
Status: Open
Qty: 1
🔧
Status: Tech On Site by MICHAEL SWINGLE Dec 16, 4:12 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 5h
⏱️
2x Labor Added Dec 16, 5:02 PM
Type: Labor, Travel
Status: Open
Qty: 1.2, 40
⏱️
3x Labor Added Dec 16, 5:25 PM
Type: Labor, Travel
Status: Open
Qty: 1.3, 0.25
✔️
Status: Completed by MICHAEL SWINGLE Dec 17, 9:38 AM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 17h 25m, 0m
⏳ 3.0 business days
📄
Status: Ready to Bill by Diane Patton Dec 19, 2:31 PM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 2d 4h, 0m
🧾
Invoice Created Dec 19, 4:29 PM
Invoice Number: SM-249644

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
Tech On Site
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.8 business hours
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00546817
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Calibration
Branch
Edge
Technician
Michael Swingle
Scheduled
Dec 17, 8:30 AM
Created
Nov 26, 10:44 AM
Invoice #
SM-249644

Work Details (7)

Name Type Status Qty Amount Date
WL-03039199 Expenses Open 1 $0.00 Dec 16, 11:57 AM
WL-03039200 Expenses Open 1 $0.00 Dec 16, 11:57 AM
WL-03039649 Labor Open 1.2 $191.25 Dec 16, 5:02 PM
WL-03039650 Travel Open 40 - Dec 16, 5:02 PM
WL-03039698 Labor Open 1.3 $229.50 Dec 16, 5:25 PM
WL-03039699 Labor Open 0.25 $0.00 Dec 16, 5:25 PM
WL-03039700 Travel Open 2 - Dec 16, 5:25 PM

Details