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WO-01299276 ↗ ServiceMax

SHIELDS HEALTHCARE GROUP • Preventive Maintenance • PSM

📍 Shields HCG MRI & Imaging - Cape Cod — 2 Iyanough Rd Route 28, West Yarmouth MA, 02673

Aug 25, 2025 → Mar 31, 2026

✅ Completed
PSM
SLA Clock
Last business day of August 2025 · Target: Aug 29, 2025
✗ SLA Missed (142 biz days late)
Active: 147 biz days
🕐 Clock stopped: Canceled (Mar 31, 2026)
▶ Clock Running
Status: Created
Aug 25 → Aug 25, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Aug 25 → Sep 3, 2025
6 business days (counted)
Running total: 6 of ? biz days used
▶ Clock Running
Status: Assigned
Sep 3 → Sep 8, 2025
3 business days (counted)
Running total: 9 of ? biz days used
138d
▶ Clock Running
Status: On Hold
Sep 8 → Mar 31, 2026
138 business days (counted)
Running total: 147 of ? biz days used
▶ Clock Running
Status: Entered
Mar 31 → Mar 31, 2026
0 business days (counted)
Running total: 147 of ? biz days used
Created: Aug 25, 2025 Canceled: Mar 31, 2026
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Aug 25 → Aug 25 Created ▶ Running 0 0
Aug 25 → Sep 3 Ready for Scheduling ▶ Running 6 6
Sep 3 → Sep 8 Assigned ▶ Running 3 9
Sep 8 → Mar 31 On Hold ▶ Running 138 147
Mar 31 → Mar 31 Entered ▶ Running 0 147
Dispatch 0.0d
Holding 139.0d (excluded)
Coordinators 10.9d
✗ SLA Missed
Dispatch
0.0 days
Holding (excluded from total)
139.0 days
Coordinators
10.9 days
Over SLA
Created: Aug 25, 2025 Due: Sep 30, 2025 Completed: Mar 31, 2026 (181 days late)
📅
148.0 days Total Age
⏱️
139.0d in On Hold Longest Stage
🔄
5 transitions Status Changes
⚠️
9.4d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
0 lines Work Details

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00521538
eBiotrack - Automated New Inspection Created
Closed
Inspection: Annual Equipment PM https://www.ebiotrack.com/inspection.php?iid=29510
Priority
Standard
Origin
Email
Reason
New Case
Contact
Mari Engelhardt
Owner
Leona Coonrod
Created
Aug 24, 2025
Work Orders from this Case (1)
WO-01299276 (current) Canceled
Preventive Maintenance
Created: Aug 25, 2025
At Risk - Monitor Closely
Canceled • 355 days old
🚨
Primary Delay 139.0 days stuck in "On Hold"
⏱️
Total Delay 9.4 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
7.0d / 1.0d SLA
Assigned
3.9d / 0.5d SLA
On Hold
139.0d

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/29/25 - emailed POC Meagen Couto to confirm if site has equipment and/or new contact we can reach out to. Had emailed her 9/15/25 but she never followed up w/current list though she did acknowledge the message.


9/8 KSmith -- Placing on hold due to invalid email and no phone number

9/4 KSmith -- Sent email to schedule for 9/22

9/3 KSmith -- Sent email to schedule for 9/22

⚠️ Problem Description
Inspection: Annual Equipment PM https://www.ebiotrack.com/inspection.php?iid=29510

Timeline

📞
Case Linked Aug 24, 1:00 AM
Case Number: 00521538
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
⏳ 1.0 business days
📋
▶
2 Work Order Created Aug 25, 9:05 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Leona Coonrod
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
⚠️ 7.0 business days
👷
▶
2 Technician Assigned Sep 3, 12:44 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 9d 3h
⏳ 4.0 business days
⏸️
Status: On Hold by Kourtney Smith Sep 8, 11:51 AM
From: Assigned
To: On Hold
Duration in Previous: 4d 23h
🚨 139.0 business days
🆕
Status: Entered by Jessica Sells Mar 31, 12:18 PM
From: On Hold
To: Entered
Duration in Previous: 204d 0h
🚫
Status: Canceled by Sherry Reich Mar 31, 12:23 PM
From: Entered
To: Canceled
Duration in Previous: 5m

Bottlenecks

Ready for Scheduling
Duration: 7.0 business days (threshold: 1.0 business days)
Exceeded by 6.0 business days
Assigned
Duration: 3.9 business days (threshold: 4.0 business hours)
Exceeded by 3.4 business days

🔗 Related Artifacts

📞
Case 00521538
Closed

ℹ️ Work Order Details

Status
Canceled
Priority
PSM
Type
Preventive Maintenance
Branch
ERLA - PROD
Technician
Unassigned
Scheduled
N/A
Created
Aug 25, 9:05 AM
Invoice #
N/A

Details