Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01307201 ↗ ServiceMax

Vital Core HS • Inspection • PSM

📍 Essex County Correctional Facility (Site# 0201) — 20 Manning Ave, Middleton MA, 01949

Oct 1, 2025 → Apr 22, 2026

✅ Completed
PSM
SLA Clock
Last business day of October 2025 · Target: Oct 31, 2025
✗ SLA Missed (115 biz days late)
Active: 137 biz days
🕐 Clock stopped: Completed (Apr 22, 2026)
▶ Clock Running
Status: Created
Oct 1 → Oct 1, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Oct 1 → Oct 1, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Oct 1 → Oct 1, 2025
0 business days (counted)
Running total: 0 of ? biz days used
78d
▶ Clock Running
Status: Scheduled
Oct 1 → Jan 28, 2026
78 business days (counted)
Running total: 78 of ? biz days used
▶ Clock Running
Status: Entered
Jan 28 → Jan 28, 2026
0 business days (counted)
Running total: 78 of ? biz days used
▶ Clock Running
Status: Assigned
Jan 28 → Jan 28, 2026
0 business days (counted)
Running total: 78 of ? biz days used
▶ Clock Running
Status: Scheduled
Jan 28 → Feb 2, 2026
3 business days (counted)
Running total: 81 of ? biz days used
▶ Clock Running
Status: Reschedule
Feb 2 → Feb 3, 2026
1 business day (counted)
Running total: 82 of ? biz days used
▶ Clock Running
Status: Scheduled
Feb 3 → Feb 3, 2026
0 business days (counted)
Running total: 82 of ? biz days used
▶ Clock Running
Status: On Hold
Feb 3 → Feb 13, 2026
8 business days (counted)
Running total: 90 of ? biz days used
30d
▶ Clock Running
Status: Canceled
Feb 13 → Mar 30, 2026
30 business days (counted)
Running total: 120 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Mar 30 → Mar 30, 2026
0 business days (counted)
Running total: 120 of ? biz days used
▶ Clock Running
Status: Assigned
Mar 30 → Apr 3, 2026
4 business days (counted)
Running total: 124 of ? biz days used
13d
▶ Clock Running
Status: Scheduled
Apr 3 → Apr 22, 2026
13 business days (counted)
Running total: 137 of ? biz days used
Created: Oct 1, 2025 Completed: Apr 22, 2026
Show SLA Clock Detail (14 periods)
Period Status Clock Biz Days Running Total
Oct 1 → Oct 1 Created ▶ Running 0 0
Oct 1 → Oct 1 Ready for Scheduling ▶ Running 0 0
Oct 1 → Oct 1 Assigned ▶ Running 0 0
Oct 1 → Jan 28 Scheduled ▶ Running 78 78
Jan 28 → Jan 28 Entered ▶ Running 0 78
Jan 28 → Jan 28 Assigned ▶ Running 0 78
Jan 28 → Feb 2 Scheduled ▶ Running 3 81
Feb 2 → Feb 3 Reschedule ▶ Running 1 82
Feb 3 → Feb 3 Scheduled ▶ Running 0 82
Feb 3 → Feb 13 On Hold ▶ Running 8 90
Feb 13 → Mar 30 Canceled ▶ Running 30 120
Mar 30 → Mar 30 Ready for Scheduling ▶ Running 0 120
Mar 30 → Apr 3 Assigned ▶ Running 4 124
Apr 3 → Apr 22 Scheduled ▶ Running 13 137
Dispatch 0.0d
Holding 7.2d (excluded)
Coordinators 104.0d
✗ SLA Missed
Dispatch
0.0 days
Holding (excluded from total)
7.2 days
Coordinators
104.0 days
Over SLA
Created: Oct 1, 2025 Due: Feb 27, 2026 Completed: Apr 22, 2026 (53 days late)
📅
138.0 days Total Age
⏱️
78.4d in Scheduled Longest Stage
🔄
13 transitions Status Changes
⚠️
95.3d 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 #00531941
eBiotrack - New Inspection Created
Closed
Annual Equipment Electrical Safety Test And Calibration Service Equipment: 33 https://www.ebiotrack.com/inspection.php?iid=30444
Priority
Standard
Origin
Email
Reason
New Case
Contact
Abigail Ragusa
Owner
Shelby Robinson
Created
Oct 1, 2025
Work Orders from this Case (1)
WO-01307201 (current) Invoiced
Inspection • David Cavaco
Created: Oct 1, 2025 • Closed: Apr 22, 2026
Completed with significant delays
Invoiced • 317 days old
🚨
Primary Delay 78.4 days stuck in "Scheduled"
⏱️
Total Delay 95.3 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
0.5d / 1.0d SLA
Assigned
5.5d / 0.5d SLA
Scheduled
96.7d / 2.0d SLA
Reschedule
1.3d / 2.0d SLA
On Hold
7.2d
Canceled
31.0d
Closed
1.4d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
4/3 KSmith -- Scheduled for 4/22 with Liz. David's clearance has been extended so we do not need to submit another background check. Liz is working on getting the pass for David and should have it ready by 4/22. 9-11am

4/2 KSmith -- Per Abbie, clearance date has been extended. Awaiting response from Liz to confirm the scheduled date of 4/22

4/1 KSmith -- Per Abby, "I am waiting to hear back from security. They can usually extend his clearance. I will let you know when I hear back. "

3/31 KSmith -- Liz is checking with Abby if another clearance is needed and will let me know.

3/31 KSmith -- Followed up with Liz to schedule for 4/22 and see if a new background check needs to be submitted

3/30 KSmith -- Sent email to Liz to schedule for 4/22

03/30/2026 DNakoff - Account off hold, please reschedule.

2/3 KSmith -- Rescheduled for 2/13 with Abigail. 9-11am

2/2 KSmith -- Background check has been submitted but not yet approved. Abigail advised we will need to reschedule once the background check clears

10/1 KSmith -- Scheduled for 2/4 per Abigail's request

10/1 KSmith -- Per Abigail, they are not due until March and would like to schedule a date in February

10/1 KSmith -- Per Abigail, security background check is needed to get onsite. Asked Abigail what is needed from us to begin the background process

10/1 KSmith -- Sent email to schedule for 10/10 (Arturo)

🔧 Work Performed
Annual Equipment Electrical Safety Test And Calibration Service
🔍 Technician Findings
Annual Equipment Electrical Safety Test And Calibration Service
⚠️ Problem Description
Annual Equipment Electrical Safety Test And Calibration Service Equipment: 33 https://www.ebiotrack.com/inspection.php?iid=30444

Timeline

📞
Case Linked Oct 1, 8:27 AM
Case Number: 00531941
Subject: eBiotrack - New Inspection Created
Status: Closed
📋
2 Work Order Created Oct 1, 10:25 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Shelby Robinson
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
2 Status: Assigned Oct 1, 12:55 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Kourtney Smith
Technician: Nick O'Neill
🗓️
2 Status: Scheduled Oct 1, 4:47 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-02-04T15:00:00.000+0000
🚨 78.9 business days
🆕
3 Status: Entered Jan 28, 9:19 AM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kourtney Smith
Technician: David Cavaco
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-02-04T15:00:00.000+0000
4.0 business days
🔄
Status: Reschedule by Kourtney Smith Feb 2, 4:38 PM
From: Scheduled
To: Reschedule
Duration in Previous: 5d 7h
🗓️
2 Status: Scheduled Feb 3, 3:59 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-02-13T15:00:00.000+0000
⏸️
Status: On Hold by Mark Joseph Feb 3, 6:12 PM
From: Scheduled
To: On Hold
Duration in Previous: 2h 13m
⚠️ 7.7 business days
🚫
Status: Canceled by Stephanie Ramen Feb 12, 7:51 PM
From: On Hold
To: Canceled
Duration in Previous: 9d 1h
🚨 31.5 business days
📅
Status: Ready for Scheduling by Dylan Nakoff Mar 30, 10:19 AM
From: Canceled
To: Ready for Scheduling
Duration in Previous: 45d 13h
👷
2 Technician Assigned Mar 30, 12:04 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1h 44m
⚠️ 5.0 business days
📅
2 Dispatch Scheduled Apr 3, 8:07 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kourtney Smith
From: Assigned
To: Scheduled
Duration in Previous: 3d 20h
🚨 14.0 business days
⏱️
2 2x Labor Added Apr 22, 4:27 PM
2x Labor Added → Status: Completed
✔️
Status: Completed by DAVID CAVACO
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 19d 8h, 0m
📄
Status: Ready to Bill by Diane Patton Apr 23, 12:20 PM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 19h 52m, 0m
2.0 business days
🧾
Invoice Created Apr 24, 3:14 PM
Invoice Number: SM-259926

Bottlenecks

Scheduled
Duration: 78.4 business days (threshold: 2.0 business days)
Exceeded by 76.4 business days
Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Assigned
Duration: 5.0 business days (threshold: 4.0 business hours)
Exceeded by 4.5 business days
Scheduled
Duration: 14.0 business days (threshold: 2.0 business days)
Exceeded by 12.0 business days
Closed
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.5 business hours

🔗 Related Artifacts

📞
Case 00531941
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
N/A
Technician
David Cavaco
Scheduled
Apr 22, 9:00 AM
Created
Oct 1, 10:25 AM
Invoice #
SM-259926

Work Details (2)

Name Type Status Qty Amount Date
WL-03196418 Labor Open 2 $0.00 Apr 22, 4:27 PM
WL-03196419 Labor Open 3 $1,637.80 Apr 22, 4:27 PM

Details