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WO-01306050 ↗ ServiceMax

Atrius Health • Repair • P3

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

Sep 24, 2025 → Dec 1, 2025

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Sep 29, 2025
✗ SLA Missed (8 biz days late)
Active: 11 biz days
Paused: 33 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Dec 1, 2025)
SLA Target
▶ Clock Running
Status: Created
Sep 24 → Sep 24, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: L2 Screening
Sep 24 → Sep 24, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
⏸16d
⏸ Clock Paused
Status: Awaiting Parts
Sep 24 → Oct 17, 2025
16 business days (not counted)
▶ Clock Running
Status: Reschedule
Oct 17 → Oct 20, 2025
1 business day (counted)
Running total: 1 of 3 biz days used
▶ Clock Running
Status: Assigned
Oct 20 → Oct 21, 2025
1 business day (counted)
Running total: 2 of 3 biz days used
▶ Clock Running
Status: Scheduled
Oct 21 → Oct 24, 2025
3 business days (counted)
Running total: 5 of 3 biz days used
▶ Clock Running
Status: Incomplete
Oct 24 → Oct 27, 2025
1 business day (counted)
Running total: 6 of 3 biz days used
▶ Clock Running
Status: L2 Screening
Oct 27 → Oct 27, 2025
0 business days (counted)
Running total: 6 of 3 biz days used
⏸17d
⏸ Clock Paused
Status: Awaiting Parts
Oct 27 → Nov 20, 2025
17 business days (not counted)
▶ Clock Running
Status: Reschedule
Nov 20 → Nov 24, 2025
2 business days (counted)
Running total: 8 of 3 biz days used
3d
▶ Clock Running
Status: Scheduled
Nov 24 → Dec 1, 2025
3 business days (counted)
Running total: 11 of 3 biz days used
Created: Sep 24, 2025 Completed: Dec 1, 2025
Business Days Used 11 / 3
0 3d budget +8d over
Show SLA Clock Detail (11 periods)
Period Status Clock Biz Days Running Total
Sep 24 → Sep 24 Created ▶ Running 0 0 / 3
Sep 24 → Sep 24 L2 Screening ▶ Running 0 0 / 3
Sep 24 → Oct 17 Awaiting Parts ⏸ Paused 16 —
Oct 17 → Oct 20 Reschedule ▶ Running 1 1 / 3
Oct 20 → Oct 21 Assigned ▶ Running 1 2 / 3
Oct 21 → Oct 24 Scheduled ▶ Running 3 5 / 3
Oct 24 → Oct 27 Incomplete ▶ Running 1 6 / 3
Oct 27 → Oct 27 L2 Screening ▶ Running 0 6 / 3
Oct 27 → Nov 20 Awaiting Parts ⏸ Paused 17 —
Nov 20 → Nov 24 Reschedule ▶ Running 2 8 / 3
Nov 24 → Dec 1 Scheduled ▶ Running 3 11 / 3
Dispatch 0.8d
Material Management 34.1d
Coordinators 13.7d
Incomplete 1.4d (excluded)
Billing 0.0d
✗ SLA Missed
Dispatch
0.8 days
Material Management
34.1 days
Over SLA
Coordinators
13.7 days
Over SLA
Incomplete (excluded from total)
1.4 days
Billing
0.0 days
Created: Sep 24, 2025 Due: Dec 1, 2025 Completed: Dec 1, 2025 (on time)
📅
44.8 days Total Age
⏱️
18.0d in Awaiting Parts Longest Stage
🔄
13 transitions Status Changes
⚠️
36.0d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
7 lines Work Details
🏠
2 visits On-Site Trips
📋
Coordinator Scheduling
🔄
2 On-Site Visits (2 reschedules)
2 on-site visits — follow-up trip required
Visit 1 Oct 24, 2025
Visit 2 Dec 1, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00529924
HCP L2 Review * no quote needed, PO attached
Closed
2x Ritter 222 high low exam tables that need to be repaired. Both tables have backrest pistons that need to be replaced. Customer did not provide additional equipment information. Parts needed 1ea Piston 016-1625-00 Second Table 1ea 016-1625-00
Priority
Standard
Origin
Email
Reason
New Case
Contact
Chris Houston
Owner
Shelby Robinson
Created
Sep 24, 2025
Work Orders from this Case (2)
WO-01306049 Invoiced
Repair • David Cavaco
Created: Sep 24, 2025 • Closed: Dec 4, 2025
WO-01306050 (current) Invoiced
Repair • Nick O'Neill
Created: Sep 24, 2025 • Closed: Dec 1, 2025
Completed with significant delays
Invoiced • 323 days old
🚨
Primary Delay 18.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 36.0 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.1d / 0.5d SLA
L2 Screening
0.7d / 1.0d SLA
Awaiting Parts
34.1d / 3.0d SLA
Reschedule
3.7d / 2.0d SLA
Assigned
2.0d / 0.5d SLA
Scheduled
8.0d / 2.0d SLA
Incomplete
1.4d
Closed
2.9d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
11/24 KSmith -- Scheduled for 12/1 with Paul

11/21 KSmith -- Per Chris, need to schedule with Chris and Paul

Paul_Persichetti@atriushealth.org

Mark_Sheppard@atriushealth.org

11/21 KSmith -- Sent email to schedule for 12/1

11/20/25 RBerry- Updated due date based on parts. Parts are shipping today. No ETA. Removed delay code.


11/18/2025 AGreene - GP pick ticket printed and placed in warehouse - READYTOPICK

10/28/2025 AGreene - placed GP IT and saved pick ticket in MM SP. Added these parts to bulk EMS Midmark part order request.

10/27/2025jsells

10/24 KWeiss, Created case and sent to sales for quoting.


Wrong Pistons were sent to site , new Gas Pistons to be ordered


New Part # 002-1682-00 QTY: 1

10/24 KWeiss, Created case and sent to sales for quoting.

10/21 KSmith -- Scheduled for Friday with Paul on WO-01306049

10/21 KSmith -- Followed up with Mark and Paul to schedule for Friday (NO)

10/20 KSmith -- Per Chris, we need to schedule with Paul and Mark

Persichetti, Paul <Paul_Persichetti@atriushealth.org>

Sheppard, Mark <Mark_Sheppard@atriushealth.org>

10/20 KSmith -- Sent email to schedule for Friday (NO)

10/15/2025 SRobinson-

Order No: 732618


Customer PO No: PO-23290


Customer: EMSAR Inc


Ship To Name: Atrius Health Chelmsford


Ship To Address: 228 Billerica Rd    


Ship To City/State: CHELMSFORD, MA 01824


Waybill (Tracking #): 1ZE444250375439895


Carrier: UPS-Parcel-Ground


The following items have shipped from Midmark Corporation on: 15-OCT-2025


LINE NO: 1.1 QTY: 2 ITEM: 016-1625-00 SERIAL #: DESCRIPTION: LOCKING GAS SPRING


LINE NO: 2.1 QTY: 1 ITEM: CHRG-FRT SERIAL #: DESCRIPTION: FREIGHT

🔧 Work Performed
10/24/25 Evaluated unit. 2x Ritter 222 tables needing gas piston replacement. Return trip required to complete repair 12/1/25 - Piston Kit replaced , Unit returned to service
🔍 Technician Findings
2x Ritter 222 tables needing gas piston replacement
⚠️ Problem Description
2x Ritter 222 high low exam tables that need to be repaired. Both tables have backrest pistons that need to be replaced. Customer did not provide additional equipment information. Parts needed 1ea Piston 016-1625-00 Second Table 1ea 016-1625-00 https://www.ebiotrack.com/workorder.php?wo=68473

Timeline

📞
Case Linked Sep 24, 9:02 AM
Case Number: 00529924
Subject: HCP L2 Review * no quote needed, PO attached
Status: Closed
📋
Work Order Created Sep 24, 1:57 PM
Work Order: WO-01306050
Type: Repair
Priority: P3
🔍
Status: L2 Screening by Shelby Robinson Sep 24, 2:43 PM
From: Entered
To: L2 Screening
Duration in Previous: 46m
📦
▶
2 Parts Requested Sep 24, 6:54 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Keith Weiss
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 4h 10m
🚨 16.6 business days
💵
▶
2 Expenses Added Oct 17, 6:14 PM
Expenses Added → Status: Reschedule
🔄
Status: Reschedule by Keith Fricke
From: Awaiting Parts
To: Reschedule
Duration in Previous: 22d 23h
⏳ 1.7 business days
👷
▶
2 Technician Assigned Oct 20, 8:17 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Reschedule
To: Assigned
Duration in Previous: 2d 14h
⏳ 2.0 business days
👷
▶
3 Technician Assigned Oct 21, 10:20 AM
Technician Assigned → Status: Scheduled → Dispatch Scheduled
🗓️
Status: Scheduled by Kourtney Smith
From: Assigned
To: Scheduled
Duration in Previous: 1d 2h
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-10-24T13:00:00.000+0000
⏳ 4.0 business days
⏱️
2x Labor Added Oct 24, 4:09 PM
Type: Labor
Status: Open
Qty: 2, 3
⚠️
Status: Incomplete by Shawn Rogers Oct 24, 4:56 PM
From: Scheduled
To: Incomplete
Duration in Previous: 3d 6h
⏳ 1.9 business days
🔍
Status: L2 Screening by Jessica Sells Oct 27, 10:01 AM
From: Incomplete
To: L2 Screening
Duration in Previous: 2d 17h
📦
▶
2 Parts Requested Oct 27, 11:30 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Keith Weiss
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 1h 29m
🚨 18.0 business days
🔩
▶
2 2x Parts Added Nov 20, 3:03 PM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Sean Weaver
From: Awaiting Parts
To: Reschedule
Duration in Previous: 24d 4h
⏳ 3.0 business days
🗓️
▶
2 Status: Scheduled Nov 24, 8:37 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-12-01T14:00:00.000+0000
⏳ 4.0 business days
⏱️
2x Labor Added Dec 1, 12:05 PM
Type: Labor
Status: Open
Qty: 2
✔️
Status: Completed by Nick O'Neill Dec 1, 12:11 PM
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 7d 3h, 0m
⏳ 3.0 business days
📄
▶
2 Status: Ready to Bill Dec 3, 9:47 AM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 3m
⏳ 3.0 business days
🧾
Invoice Created Dec 5, 4:24 PM
Invoice Number: SM-248030

Bottlenecks

Awaiting Parts
Duration: 16.1 business days (threshold: 3.0 business days)
Exceeded by 13.1 business days
Assigned
Duration: 2.0 business days (threshold: 4.0 business hours)
Exceeded by 1.5 business days
Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Awaiting Parts
Duration: 18.0 business days (threshold: 3.0 business days)
Exceeded by 15.0 business days
Reschedule
Duration: 2.5 business days (threshold: 2.0 business days)
Exceeded by 3.9 business hours
Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Closed
Duration: 2.9 business days (threshold: 1.0 business days)
Exceeded by 1.9 business days

🔗 Related Artifacts

📞
Case 00529924
Closed
📦
Parts Order 00082368
Closed
📦
Parts Order 00084214
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Repair
Branch
Edge
Technician
Nick O'Neill
Scheduled
Dec 1, 9:00 AM
Created
Sep 24, 1:57 PM
Invoice #
SM-248030

Work Details (7)

Name Type Status Qty Amount Date
WL-02975447 Expenses Open 1 $0.00 Oct 17, 6:14 PM
WL-02983556 Labor Open 2 $0.00 Oct 24, 4:09 PM
WL-02983557 Labor Open 3 $300.00 Oct 24, 4:09 PM
WL-03014990 Parts Open 1 $685.80 Nov 20, 3:03 PM
WL-03014991 Expenses Open 1 $18.21 Nov 20, 3:03 PM
WL-03022406 Labor Open 2 $75.00 Dec 1, 12:05 PM
WL-03022407 Labor Open 2 $200.00 Dec 1, 12:05 PM

Details