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WO-01328106 ↗ ServiceMax

Atrius Health • Calibration • PSM

📍 Atrius Health - Chelmsford — 228 Billerica Rd, Chelmsford MA, 01824

Dec 26, 2025 → Feb 6, 2026

✅ Completed
PSM
SLA Clock
Last business day of December 2025 · Target: Dec 31, 2025
✗ SLA Missed (24 biz days late)
Active: 28 biz days
🕐 Clock stopped: Completed (Feb 6, 2026)
▶ Clock Running
Status: Created
Dec 26 → Dec 26, 2025
0 business days (counted)
Running total: 0 of ? biz days used
11d
▶ Clock Running
Status: Ready for Scheduling
Dec 26 → Jan 13, 2026
11 business days (counted)
Running total: 11 of ? biz days used
▶ Clock Running
Status: Assigned
Jan 13 → Jan 13, 2026
0 business days (counted)
Running total: 11 of ? biz days used
17d
▶ Clock Running
Status: Scheduled
Jan 13 → Feb 6, 2026
17 business days (counted)
Running total: 28 of ? biz days used
Created: Dec 26, 2025 Completed: Feb 6, 2026
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Dec 26 → Dec 26 Created ▶ Running 0 0
Dec 26 → Jan 13 Ready for Scheduling ▶ Running 11 11
Jan 13 → Jan 13 Assigned ▶ Running 0 11
Jan 13 → Feb 6 Scheduled ▶ Running 17 28
Dispatch 0.0d
Coordinators 30.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
30.0 days
Over SLA
Created: Dec 26, 2025 Due: Feb 27, 2026 Completed: Feb 6, 2026 (21 days early)
📅
29.0 days Total Age
⏱️
18.0d in Scheduled Longest Stage
🔄
4 transitions Status Changes
⚠️
28.9d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
2 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00554200
eBiotrack - Automated New Inspection Created
Closed
Semi-Annual Equipment Calibration Service - Infusion Pump 5 pieces https://www.ebiotrack.com/inspection.php?iid=32084
Priority
Standard
Origin
Email
Reason
New Case
Contact
Mark Shepard
Owner
Sherry Reich
Created
Dec 25, 2025
Work Orders from this Case (1)
WO-01328106 (current) Invoiced
Calibration • Nick O'Neill
Created: Dec 26, 2025 • Closed: Feb 6, 2026
Completed with significant delays
Invoiced • 68 days old
🚨
Primary Delay 18.0 days stuck in "Scheduled"
⏱️
Total Delay 28.9 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
12.0d / 1.0d SLA
Scheduled
18.0d / 2.0d SLA
Closed
2.9d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

CONFIRMED


01/05/2026 LHill-rec'd email from Mark Shepard-Scheduling ahead needed: No 

Certain day or time: Thursday or Friday-anytime 

Confirmed contact information is correct: Yes.  

Anything additional needed for tech to gain access to the facility: No. Just come to the loading dock. 

See logged email.


12/30/2025 LHill-sent email to Mark Shepard at mark_sheppard@atriushealth.org to confirm contact & equipment.


12/30/2025 LHill-LM at 978-250-6424 for Mark Shepard to confirm contact & equipment.

🔧 Work Performed
Semi-Annual Equipment Calibration Service - Infusion Pump
🔍 Technician Findings
Semi-Annual Equipment Calibration Service - Infusion Pump
⚠️ Problem Description
Semi-Annual Equipment Calibration Service - Infusion Pump 5 pieces https://www.ebiotrack.com/inspection.php?iid=32084

Timeline

📞
Case Linked Dec 25, 12:01 AM
Case Number: 00554200
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
⏳ 1.0 business days
📋
▶
2 Work Order Created Dec 26, 8:35 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
🚨 12.0 business days
👷
▶
3 Technician Assigned Jan 13, 10:07 AM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 18d 1h, 0m
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-02-06T17:00:00.000+0000
🚨 18.0 business days
⏱️
Labor Added Feb 6, 11:43 AM
Type: Labor
Status: Open
Qty: 0.5
⏱️
▶
2 Labor Added Feb 6, 12:01 PM
Labor Added → Status: Completed
✔️
Status: Completed by Nick O'Neill
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 24d 1h, 0m
⏳ 3.0 business days
📄
▶
2 Status: Ready to Bill Feb 10, 3:57 PM
Status: Ready to Bill → Invoice Created
🧾
Invoice Created
Invoice Number: SM-253520

Bottlenecks

Ready for Scheduling
Duration: 12.0 business days (threshold: 1.0 business days)
Exceeded by 11.0 business days
Scheduled
Duration: 18.0 business days (threshold: 2.0 business days)
Exceeded by 16.0 business days
Closed
Duration: 2.9 business days (threshold: 1.0 business days)
Exceeded by 1.9 business days

🔗 Related Artifacts

📞
Case 00554200
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Calibration
Branch
Edge
Technician
Nick O'Neill
Scheduled
Feb 6, 12:00 PM
Created
Dec 26, 8:35 AM
Invoice #
SM-253520

Work Details (2)

Name Type Status Qty Amount Date
WL-03095191 Labor Open 0.5 $75.00 Feb 6, 11:43 AM
WL-03095223 Labor Open 1 $725.00 Feb 6, 12:01 PM

Details