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← WO Overview

WO-01317386 ↗ ServiceMax

Vera Whole Health • Inspection • PSM

📍 Vera Whole Health - Farmington — 399 Farmington Ave, Suite 270, Farmington CT, 06032

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
2d
▶ Clock Running
Status: Ready for Scheduling
Nov 26 → Dec 2, 2025
2 business days (counted)
Running total: 2 of ? biz days used
▶ Clock Running
Status: Assigned
Dec 2 → Dec 3, 2025
1 business day (counted)
Running total: 3 of ? biz days used
8d
▶ Clock Running
Status: Scheduled
Dec 3 → Dec 15, 2025
8 business days (counted)
Running total: 11 of ? biz days used
▶ Clock Running
Status: Entered
Dec 15 → Dec 15, 2025
0 business days (counted)
Running total: 11 of ? biz days used
▶ Clock Running
Status: Assigned
Dec 15 → Dec 15, 2025
0 business days (counted)
Running total: 11 of ? biz days used
▶ Clock Running
Status: Scheduled
Dec 15 → Dec 15, 2025
0 business days (counted)
Running total: 11 of ? biz days used
▶ Clock Running
Status: Entered
Dec 15 → Dec 15, 2025
0 business days (counted)
Running total: 11 of ? biz days used
▶ Clock Running
Status: Assigned
Dec 15 → Dec 15, 2025
0 business days (counted)
Running total: 11 of ? biz days used
2d
▶ Clock Running
Status: Scheduled
Dec 15 → Dec 17, 2025
2 business days (counted)
Running total: 13 of ? biz days used
Created: Nov 26, 2025 Completed: Dec 17, 2025
Show SLA Clock Detail (10 periods)
Period Status Clock Biz Days Running Total
Nov 26 → Nov 26 Created ▶ Running 0 0
Nov 26 → Dec 2 Ready for Scheduling ▶ Running 2 2
Dec 2 → Dec 3 Assigned ▶ Running 1 3
Dec 3 → Dec 15 Scheduled ▶ Running 8 11
Dec 15 → Dec 15 Entered ▶ Running 0 11
Dec 15 → Dec 15 Assigned ▶ Running 0 11
Dec 15 → Dec 15 Scheduled ▶ Running 0 11
Dec 15 → Dec 15 Entered ▶ Running 0 11
Dec 15 → Dec 15 Assigned ▶ Running 0 11
Dec 15 → Dec 17 Scheduled ▶ Running 2 13
Dispatch 0.0d
Coordinators 16.7d
Field Work 0.0d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
16.7 days
Over SLA
Field Work
0.0 days
Billing
0.0 days
Created: Nov 26, 2025 Due: Dec 26, 2025 Completed: Dec 17, 2025 (9 days early)
📅
13.7 days Total Age
⏱️
9.0d in Scheduled Longest Stage
🔄
9 transitions Status Changes
⚠️
12.2d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00546830
eBiotrack - New Inspection Created
Closed
Initial Annual Inspection Service https://www.ebiotrack.com/inspection.php?iid=31460
Priority
Standard
Origin
Email
Reason
New Case
Contact
Pamela Pearson
Owner
Kimberly Hardison
Created
Nov 25, 2025
Work Orders from this Case (1)
WO-01317386 (current) Invoiced
Inspection • Nick O'Neill
Created: Nov 26, 2025 • Closed: Dec 17, 2025
Completed with significant delays
Invoiced • 98 days old
🚨
Primary Delay 9.0 days stuck in "Scheduled"
⏱️
Total Delay 12.2 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
2.7d / 1.0d SLA
Assigned
2.0d / 0.5d SLA
Scheduled
12.0d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.5d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
12/3 KSmith -- Scheduled for 12/17 with Pamela. 9-11am

12/3 KSmith -- Left VM and sent email to schedule for 12/17

12/02/2025 LHill-rec'd email from Pamela Pearson-

Scheduling ahead needed: Yes call my cell phone 860-406-1858

Certain day or time:   Tues, Wed or Friday

Confirmed contact information is correct: yes

Anything additional needed for tech to gain access to the facility: No

See logged email.


12/2 KSmith -- Sent email to schedule for 12/17

12/02/2025 LHill-sent email to Pamela Pearson at pamela.pearson@apree.health to confirm contact & equipment.

🔧 Work Performed
Initial Annual Inspection Service
🔍 Technician Findings
Initial Annual Inspection Service
⚠️ Problem Description
Initial Annual Inspection Service https://www.ebiotrack.com/inspection.php?iid=31460

Timeline

📞
Case Linked Nov 25, 3:57 PM
Case Number: 00546830
Subject: eBiotrack - New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Nov 26, 1:15 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered
To: Ready for Scheduling
Duration in Previous: 1m
⏳ 3.0 business days
👷
▶
2 Technician Assigned Dec 2, 10:58 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 5d 21h
🗓️
▶
2 Status: Scheduled Dec 3, 10:42 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-12-17T14:00:00.000+0000
⚠️ 9.0 business days
🆕
▶
3 Status: Entered Dec 15, 11:17 AM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kourtney Smith
Technician: a0h5A00000HKNg2QAH, David Cavaco
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-12-17T15:00:00.000+0000
🆕
▶
3 Status: Entered Dec 15, 2:56 PM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kourtney Smith
Technician: Nick O'Neill
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-12-17T15:30:00.000+0000
⏳ 3.0 business days
⏱️
▶
3 3x Labor Added Dec 17, 2:55 PM
3x Labor Added → Status: Completed → Status: Closed
✔️
Status: Completed by Nick O'Neill
From: Scheduled
To: Completed
Duration in Previous: 1d 23h
🏁
Status: Closed by Nick O'Neill
From: Completed
To: Closed
Duration in Previous: 1m
⏳ 3.0 business days
📄
▶
2 Status: Ready to Bill Dec 19, 4:48 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
⏳ 1.9 business days
🧾
Invoice Created Dec 22, 9:09 AM
Invoice Number: SM-249678

Bottlenecks

Ready for Scheduling
Duration: 2.7 business days (threshold: 1.0 business days)
Exceeded by 1.7 business days
Assigned
Duration: 2.0 business days (threshold: 4.0 business hours)
Exceeded by 1.5 business days
Scheduled
Duration: 9.0 business days (threshold: 2.0 business days)
Exceeded by 7.0 business days
Scheduled
Duration: 2.5 business days (threshold: 2.0 business days)
Exceeded by 4.1 business hours
Closed
Duration: 2.5 business days (threshold: 1.0 business days)
Exceeded by 1.5 business days

🔗 Related Artifacts

📞
Case 00546830
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Nick O'Neill
Scheduled
Dec 17, 10:30 AM
Created
Nov 26, 1:15 PM
Invoice #
SM-249678

Work Details (3)

Name Type Status Qty Amount Date
WL-03040734 Labor Open 2.5 $0.00 Dec 17, 2:55 PM
WL-03040735 Labor Open 4 $1,695.00 Dec 17, 2:55 PM
WL-03040736 Labor Open 2.5 $0.00 Dec 17, 2:55 PM

Details