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WO-01312962 ↗ ServiceMax

CenterWell (Humana) • Inspection • PSM

📍 Centerwell - Durham — 3500 North Roxboro St. Suite 1B, Durham NC, 27704

Nov 4, 2025 → Feb 26, 2026

✅ Completed
PSM
SLA Clock
Last business day of November 2025 · Target: Nov 28, 2025
✗ SLA Missed (59 biz days late)
Active: 75 biz days
🕐 Clock stopped: Completed (Feb 26, 2026)
▶ Clock Running
Status: Created
Nov 4 → Nov 4, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 4 → Nov 4, 2025
0 business days (counted)
Running total: 0 of ? biz days used
55d
▶ Clock Running
Status: Assigned
Nov 4 → Jan 28, 2026
55 business days (counted)
Running total: 55 of ? biz days used
▶ Clock Running
Status: Entered
Jan 28 → Jan 28, 2026
0 business days (counted)
Running total: 55 of ? biz days used
19d
▶ Clock Running
Status: On Hold
Jan 28 → Feb 25, 2026
19 business days (counted)
Running total: 74 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 25 → Feb 25, 2026
0 business days (counted)
Running total: 74 of ? biz days used
▶ Clock Running
Status: Scheduled
Feb 25 → Feb 26, 2026
1 business day (counted)
Running total: 75 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 26 → Feb 26, 2026
0 business days (counted)
Running total: 75 of ? biz days used
Created: Nov 4, 2025 Completed: Feb 26, 2026
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Nov 4 → Nov 4 Created ▶ Running 0 0
Nov 4 → Nov 4 Ready for Scheduling ▶ Running 0 0
Nov 4 → Jan 28 Assigned ▶ Running 55 55
Jan 28 → Jan 28 Entered ▶ Running 0 55
Jan 28 → Feb 25 On Hold ▶ Running 19 74
Feb 25 → Feb 25 Assigned ▶ Running 0 74
Feb 25 → Feb 26 Scheduled ▶ Running 1 75
Feb 26 → Feb 26 Tech On Site ▶ Running 0 75
Dispatch 0.0d
Holding 20.0d (excluded)
Coordinators 57.8d
Field Work 0.4d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Holding (excluded from total)
20.0 days
Coordinators
57.8 days
Over SLA
Field Work
0.4 days
Billing
0.0 days
Created: Nov 4, 2025 Due: Jan 30, 2026 Completed: Feb 26, 2026 (26 days late)
📅
75.8 days Total Age
⏱️
55.4d in Assigned Longest Stage
🔄
10 transitions Status Changes
⚠️
57.4d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00540642
eBiotrack - Automated New Inspection Created
Closed
Inspection: Annual Equipment Electrical Safety Test And Calibration Service Equipment: 38 https://www.ebiotrack.com/inspection.php?iid=31008
Priority
Standard
Origin
Email
Reason
New Case
Contact
Damonta Burch
Owner
John Rolston
Created
Nov 4, 2025
Work Orders from this Case (1)
WO-01312962 (current) Invoiced
Inspection • Christopher Morning
Created: Nov 4, 2025 • Closed: Feb 26, 2026
Completed with significant delays
Invoiced • 283 days old
🚨
Primary Delay 55.4 days stuck in "Assigned"
⏱️
Total Delay 57.4 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
0.4d / 1.0d SLA
Assigned
55.4d / 0.5d SLA
On Hold
20.0d
Scheduled
2.0d / 2.0d SLA
Tech On Site
0.2d / 1.0d SLA
Completed
0.1d / 1.0d SLA
Closed
3.5d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

02/25/2026 LHill-rec'd call from Tammy Spencer at 919-578-3974. Scheduled repair and inspection for tomorrow 02/25 arriving around 11:15. See logged call on WO-01339343.


1/28 MOwens No response back from the POC at this location. Escalating to ASM.

1/26 MOwens Sent email to Damonta to try and schedule the inspection visit.

1/20 MOwens Called to speak to Damonta Burch. Left vm for her to call back to schedule the inspection visit.

1/12 MOwens Sent email to Damonta asking for good date to schedule the visit during Jan. Called the number for Damonta and left a vm to call back to schedule the inspection visit.

🔧 Work Performed
2-26-26 CTM - Performed Annual Inspection on all medical equipment located . Total of 39 pieces of equipment inspected . ALL PASS. Notified POC Tammy Spencer of findings and completion.
🔍 Technician Findings
2-26-26 CTM - Perform Annual Inspection on all medical equipment located . Notify POC Tammy Spencer of findings and completion.
⚠️ Problem Description
Inspection: Annual Equipment Electrical Safety Test And Calibration Service Equipment: 38 https://www.ebiotrack.com/inspection.php?iid=31008

Timeline

📞
Case Linked Nov 4, 6:01 AM
Case Number: 00540642
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Nov 4, 12:15 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by John Rolston
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Technician Assigned Nov 4, 3:41 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 3h 25m
🚨 56.0 business days
🆕
Status: Entered by Melissa Owens Jan 28, 11:06 AM
From: Assigned, Entered
To: Entered, On Hold
Duration in Previous: 84d 19h, 0m
🚨 20.0 business days
👷
▶
4 Technician Assigned Feb 25, 10:50 AM
Technician Assigned → Status: Assigned → Dispatch Scheduled → Status: Scheduled
👷
Status: Assigned by Laura Hill
From: On Hold
To: Assigned
Duration in Previous: 27d 23h
📅
Dispatch Scheduled by Laura Hill
Scheduled For: 2026-02-26T17:15:00.000+0000
🗓️
Status: Scheduled by Laura Hill
From: Assigned
To: Scheduled
Duration in Previous: 1m
⏳ 2.0 business days
⏱️
▶
2 2x Labor Added Feb 26, 12:12 PM
2x Labor Added → Status: Tech On Site
🔧
Status: Tech On Site by Christopher Morning
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 1h
⏱️
Labor Added Feb 26, 1:49 PM
Type: Labor
Status: Open
Qty: 1.75
✔️
Status: Completed by Christopher Morning Feb 26, 2:03 PM
From: Tech On Site
To: Completed
Duration in Previous: 1h 50m
⏱️
▶
2 2x Labor Added Feb 26, 3:09 PM
2x Labor Added → Status: Closed
🏁
Status: Closed by Christopher Morning
From: Completed
To: Closed
Duration in Previous: 1h 7m
⏳ 4.0 business days
📄
▶
3 Status: Ready to Bill Mar 3, 9:50 AM
Status: Ready to Bill → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
🧾
Invoice Created
Invoice Number: SM-255427

Bottlenecks

Assigned
Duration: 55.4 business days (threshold: 4.0 business hours)
Exceeded by 54.9 business days
Closed
Duration: 3.5 business days (threshold: 1.0 business days)
Exceeded by 2.5 business days

🔗 Related Artifacts

📞
Case 00540642
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Christopher Morning
Scheduled
Feb 26, 12:15 PM
Created
Nov 4, 12:15 PM
Invoice #
SM-255427

Work Details (5)

Name Type Status Qty Amount Date
WL-03121197 Labor Open 0.25 $0.00 Feb 26, 12:12 PM
WL-03121198 Travel Open 4.8 - Feb 26, 12:12 PM
WL-03121357 Labor Open 1.75 $1,292.00 Feb 26, 1:49 PM
WL-03121484 Labor Open 1 $0.00 Feb 26, 3:09 PM
WL-03121485 Travel Open 39 - Feb 26, 3:09 PM

Details