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WO-01304247 ↗ ServiceMax

Cornell Scott - Hill Health Center Conneticut • Inspection • PSM

📍 Cornell Scott - CFG Dixwell — 226 Dixwell Ave, New Haven CT, 06511

Sep 12, 2025 → Mar 20, 2026

✅ Completed
PSM
SLA Clock
Last business day of September 2025 · Target: Sep 30, 2025
✗ SLA Missed (114 biz days late)
Active: 127 biz days
🕐 Clock stopped: Completed (Mar 20, 2026)
▶ Clock Running
Status: Created
Sep 12 → Sep 12, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 12 → Sep 19, 2025
5 business days (counted)
Running total: 5 of ? biz days used
32d
▶ Clock Running
Status: On Hold
Sep 19 → Nov 5, 2025
32 business days (counted)
Running total: 37 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 5 → Nov 5, 2025
0 business days (counted)
Running total: 37 of ? biz days used
▶ Clock Running
Status: Assigned
Nov 5 → Nov 10, 2025
3 business days (counted)
Running total: 40 of ? biz days used
83d
▶ Clock Running
Status: On Hold
Nov 10 → Mar 16, 2026
83 business days (counted)
Running total: 123 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Mar 16 → Mar 16, 2026
0 business days (counted)
Running total: 123 of ? biz days used
▶ Clock Running
Status: Assigned
Mar 16 → Mar 17, 2026
1 business day (counted)
Running total: 124 of ? biz days used
▶ Clock Running
Status: Scheduled
Mar 17 → Mar 20, 2026
3 business days (counted)
Running total: 127 of ? biz days used
Created: Sep 12, 2025 Completed: Mar 20, 2026
Show SLA Clock Detail (9 periods)
Period Status Clock Biz Days Running Total
Sep 12 → Sep 12 Created ▶ Running 0 0
Sep 12 → Sep 19 Ready for Scheduling ▶ Running 5 5
Sep 19 → Nov 5 On Hold ▶ Running 32 37
Nov 5 → Nov 5 Ready for Scheduling ▶ Running 0 37
Nov 5 → Nov 10 Assigned ▶ Running 3 40
Nov 10 → Mar 16 On Hold ▶ Running 83 123
Mar 16 → Mar 16 Ready for Scheduling ▶ Running 0 123
Mar 16 → Mar 17 Assigned ▶ Running 1 124
Mar 17 → Mar 20 Scheduled ▶ Running 3 127
Dispatch 0.0d
Holding 116.9d (excluded)
Coordinators 14.9d
Field Work 0.0d
Billing 7.0d
✗ SLA Missed
Dispatch
0.0 days
Holding (excluded from total)
116.9 days
Coordinators
14.9 days
Over SLA
Field Work
0.0 days
Billing
7.0 days
Over SLA
Created: Sep 12, 2025 Due: Nov 13, 2025 Completed: Mar 20, 2026 (126 days late)
📅
127.3 days Total Age
⏱️
83.9d in On Hold Longest Stage
🔄
12 transitions Status Changes
⚠️
15.9d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
1 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00526840
eBiotrack - New Inspection Created
Closed
Initial Annual Inspection Service Equipment: https://www.ebiotrack.com/inspection.php?iid=30029
Priority
Standard
Origin
Email
Reason
New Case
Contact
Ajua Bobo
Owner
Shelby Robinson
Created
Sep 12, 2025
Work Orders from this Case (1)
WO-01304247 (current) Canceled
Inspection • Edward Arias
Created: Sep 12, 2025 • Closed: Mar 20, 2026
Behind Schedule - Needs Attention
Canceled • 337 days old
🚨
Primary Delay 83.9 days stuck in "On Hold"
⏱️
Total Delay 15.9 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
5.7d / 1.0d SLA
On Hold
116.9d
Assigned
5.3d / 0.5d SLA
Scheduled
3.9d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.4d / 1.0d SLA
Billing Review
7.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

3/23/26 DPatton - Can we bill for this? (See work performed) Needs Reschedule? Spoke to Kourtney and she said Ajua was the one that placed the call.Was told if Ajua doesn't have equipment to inspect,to move to next WO


3/17 KSmith -- Scheduled for Friday with Ajua on WO-01359611. 10am-12pm

3/17 KSmith -- Left VM to schedule inspection. Sending email as well.

03/16/2026 Dnakoff - Ajua reached out to schedule on case 00577493, updated phone number. Please try scheduling

11/10 KSmith -- Operator transferred me to Ajua but it kept ringing with no answer. Placing on hold/escalating due to no response via phone or email.

11/7 KSmith -- Transferred to Ajua but again spent several minutes waiting for someone to pick up but no one did. Sending email again to schedule for 11/20

11/6 KSmith -- Spoke with receptionist and was transferred to Ajua, spent several minutes waiting on the line but no one ever picked up. Will send again again.

11/5/2025 DNakoff - Please try phone 203-503-3000


09/19/2025 LHill-Placing the work order on hold and escalating to the account manager for contact confirmation. Attempting new contact with 3 attempts with no response. 


09/19/2025 LHill-sent email to Aua Bobo at abobo@cornellscott.org to confirm contact & equipment.


09/18/2025 LHill-sent email to Aua Bobo at abobo@cornellscott.org to confirm contact & equipment.


09/15/2025 LHill-sent email to Aua Bobo at abobo@cornellscott.org to confirm contact & equipment.

🔧 Work Performed
Spoke to Kourtney and she said Ajua was the one that placed the call.Was told if Ajua doesn't have equipment to inspect,to move to next WO
🔍 Technician Findings
Spoke to contact Ajua Bobo and she stated she was not aware of any inspection needed.
⚠️ Problem Description
Initial Annual Inspection Service Equipment: https://www.ebiotrack.com/inspection.php?iid=30029

Timeline

📞
Case Linked Sep 12, 1:52 PM
Case Number: 00526840
Subject: eBiotrack - New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Sep 12, 5:27 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Shelby Robinson
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
⚠️ 5.8 business days
⏸️
Status: On Hold by Laura Hill Sep 19, 11:03 AM
From: Ready for Scheduling
To: On Hold
Duration in Previous: 6d 17h
🚨 33.0 business days
📅
Status: Ready for Scheduling by Dylan Nakoff Nov 5, 11:14 AM
From: On Hold
To: Ready for Scheduling
Duration in Previous: 47d 1h
👷
▶
2 Status: Assigned Nov 5, 12:26 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Kourtney Smith
Technician: Mohamed Shareed
⏳ 4.0 business days
⏸️
Status: On Hold by Kourtney Smith Nov 10, 11:40 AM
From: Assigned
To: On Hold
Duration in Previous: 4d 23h
🚨 84.0 business days
📅
Status: Ready for Scheduling by Dylan Nakoff Mar 16, 2:06 PM
From: On Hold
To: Ready for Scheduling
Duration in Previous: 126d 1h
👷
▶
2 Technician Assigned Mar 16, 4:14 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2h 8m
🗓️
▶
2 Status: Scheduled Mar 17, 12:44 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-03-20T16:00:00.000+0000
⏳ 4.0 business days
⏱️
▶
3 Labor Added Mar 20, 4:44 PM
Labor Added → Status: Completed → Status: Closed
✔️
Status: Completed by Edward Arias
From: Scheduled
To: Completed
Duration in Previous: 3d 4h
🏁
Status: Closed by Edward Arias
From: Completed
To: Closed
Duration in Previous: 1m
⏳ 1.9 business days
💵
Status: Billing Review by Diane Patton Mar 23, 11:58 AM
From: Closed
To: Billing Review
Duration in Previous: 2d 19h
⚠️ 7.0 business days
🚫
Status: Canceled by Dylan Nakoff Mar 31, 3:25 PM
From: Billing Review
To: Canceled
Duration in Previous: 8d 3h

Bottlenecks

Ready for Scheduling
Duration: 5.3 business days (threshold: 1.0 business days)
Exceeded by 4.3 business days
Assigned
Duration: 3.8 business days (threshold: 4.0 business hours)
Exceeded by 3.3 business days
Assigned
Duration: 1.5 business days (threshold: 4.0 business hours)
Exceeded by 7.8 business hours
Scheduled
Duration: 3.9 business days (threshold: 2.0 business days)
Exceeded by 1.9 business days
Closed
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.2 business hours
Billing Review
Duration: 7.0 business days (threshold: 2.0 business days)
Exceeded by 5.0 business days

🔗 Related Artifacts

📞
Case 00526840
Closed

ℹ️ Work Order Details

Status
Canceled
Priority
PSM
Type
Inspection
Branch
N/A
Technician
Edward Arias
Scheduled
N/A
Created
Sep 12, 5:27 PM
Invoice #
N/A

Work Details (1)

Name Type Status Qty Amount Date
WL-03153622 Labor Open 0.25 $0.00 Mar 20, 4:44 PM

Details