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WO-01315545 ↗ ServiceMax

INTERNATIONAL SOS HEALTHCARE SERVICES U.S. - Onshore/Offshore • Inspection • PSM

📍 Holly Springs - Onshore — 100 Biotechnology Ave., Holly Springs NC, 27540

Nov 17, 2025 → Mar 26, 2026

✅ Completed
PSM
SLA Clock
Last business day of November 2025 · Target: Nov 28, 2025
✗ SLA Missed (79 biz days late)
Active: 87 biz days
🕐 Clock stopped: Completed (Mar 26, 2026)
▶ Clock Running
Status: Created
Nov 17 → Nov 17, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 17 → Nov 18, 2025
1 business day (counted)
Running total: 1 of ? biz days used
8d
▶ Clock Running
Status: Assigned
Nov 18 → Dec 2, 2025
8 business days (counted)
Running total: 9 of ? biz days used
▶ Clock Running
Status: Entered
Dec 2 → Dec 2, 2025
0 business days (counted)
Running total: 9 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Dec 2 → Dec 3, 2025
1 business day (counted)
Running total: 10 of ? biz days used
37d
▶ Clock Running
Status: Assigned
Dec 3 → Jan 28, 2026
37 business days (counted)
Running total: 47 of ? biz days used
▶ Clock Running
Status: Entered
Jan 28 → Jan 28, 2026
0 business days (counted)
Running total: 47 of ? biz days used
32d
▶ Clock Running
Status: On Hold
Jan 28 → Mar 16, 2026
32 business days (counted)
Running total: 79 of ? biz days used
▶ Clock Running
Status: Assigned
Mar 16 → Mar 16, 2026
0 business days (counted)
Running total: 79 of ? biz days used
▶ Clock Running
Status: Scheduled
Mar 16 → Mar 19, 2026
3 business days (counted)
Running total: 82 of ? biz days used
▶ Clock Running
Status: Tech On Site
Mar 19 → Mar 19, 2026
0 business days (counted)
Running total: 82 of ? biz days used
▶ Clock Running
Status: Completed
Mar 19 → Mar 19, 2026
0 business days (counted)
Running total: 82 of ? biz days used
▶ Clock Running
Status: Closed
Mar 19 → Mar 19, 2026
0 business days (counted)
Running total: 82 of ? biz days used
▶ Clock Running
Status: Reschedule
Mar 19 → Mar 19, 2026
0 business days (counted)
Running total: 82 of ? biz days used
▶ Clock Running
Status: Scheduled
Mar 19 → Mar 26, 2026
5 business days (counted)
Running total: 87 of ? biz days used
▶ Clock Running
Status: Tech On Site
Mar 26 → Mar 26, 2026
0 business days (counted)
Running total: 87 of ? biz days used
Created: Nov 17, 2025 Completed: Mar 26, 2026
Show SLA Clock Detail (16 periods)
Period Status Clock Biz Days Running Total
Nov 17 → Nov 17 Created ▶ Running 0 0
Nov 17 → Nov 18 Ready for Scheduling ▶ Running 1 1
Nov 18 → Dec 2 Assigned ▶ Running 8 9
Dec 2 → Dec 2 Entered ▶ Running 0 9
Dec 2 → Dec 3 Ready for Scheduling ▶ Running 1 10
Dec 3 → Jan 28 Assigned ▶ Running 37 47
Jan 28 → Jan 28 Entered ▶ Running 0 47
Jan 28 → Mar 16 On Hold ▶ Running 32 79
Mar 16 → Mar 16 Assigned ▶ Running 0 79
Mar 16 → Mar 19 Scheduled ▶ Running 3 82
Mar 19 → Mar 19 Tech On Site ▶ Running 0 82
Mar 19 → Mar 19 Completed ▶ Running 0 82
Mar 19 → Mar 19 Closed ▶ Running 0 82
Mar 19 → Mar 19 Reschedule ▶ Running 0 82
Mar 19 → Mar 26 Scheduled ▶ Running 5 87
Mar 26 → Mar 26 Tech On Site ▶ Running 0 87
Dispatch 0.1d
Holding 33.0d (excluded)
Coordinators 59.8d
Field Work 0.3d
Billing 0.0d
✗ SLA Missed
Dispatch
0.1 days
Holding (excluded from total)
33.0 days
Coordinators
59.8 days
Over SLA
Field Work
0.3 days
Billing
0.0 days
Created: Nov 17, 2025 Due: Jan 30, 2026 Completed: Mar 26, 2026 (54 days late)
📅
88.0 days Total Age
⏱️
38.0d in Assigned Longest Stage
🔄
15 transitions Status Changes
⚠️
54.5d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits (1 reschedule)
2 on-site visits — follow-up trip required
👤 Self-scheduled by Christopher Morning — scheduling delays attributed to technician, not coordinators
Visit 1 Mar 19, 2026
Visit 2 Mar 26, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00544231
eBiotrack - Automated New Inspection Created
Closed
Inspection: Annual Equipment Electrical Safety Test And Calibration Service Equipment: 27 https://www.ebiotrack.com/inspection.php?iid=31255
Priority
Standard
Origin
Email
Reason
New Case
Contact
Kaleb Harrington
Owner
John Rolston
Created
Nov 15, 2025
Work Orders from this Case (1)
WO-01315545 (current) Invoiced
Inspection • Christopher Morning
Created: Nov 17, 2025 • Closed: Mar 26, 2026
Completed with significant delays
Invoiced • 271 days old
🚨
Primary Delay 38.0 days stuck in "Assigned"
⏱️
Total Delay 54.5 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
Ready for Scheduling
3.3d / 1.0d SLA
Assigned
47.0d / 0.5d SLA
On Hold
33.0d
Scheduled
9.4d / 2.0d SLA
Tech On Site
0.3d / 1.0d SLA
Closed
3.5d / 1.0d SLA
Reschedule
0.2d / 2.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

3/19 Kaleb sent an email that some items were missed during the inspection. Replied back to schedule return for 3/26

3/16 MOwens Kaleb sent an email to advise that this inspection can be scheduled for any day. Replied back to confirm scheduling for 3/19 between 11-1pm.

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

1/26 MOwens Sent another email to Kaleb about scheduling the inspection visit.

1/20 MOwens Called to speak to Kaleb Harrington. Left a vm for him to call back to schedule the inspection visit.

1/12 MOwens Called to speak to Kaleb Harrington. Left a vm for him to call back to schedule the inspection. Sent email also.

12/2/25 RBerry- Order type is incorrect. Returned to dispatch for correction.

🔧 Work Performed
3-19-26 CTM - Performed Annual Inspection on all medical equipment located . Total of 25 pieces of equipment inspected . TESTED ALL PASS . Notified POC Kaleb Harrington of findings and completion . 3-26-26 CTM - Performed Inspection 2 LifePak Equipment . TESTED PASS. Notified POC Kaleb Harrington of findings and completion .
🔍 Technician Findings
3-19-26 CTM - Perform Annual Inspection on all medical equipment located . Notify POC Kaleb Harrington of findings and completion . 3-26-26 CTM - Perform Inspection 2 LifePak Equipment . Notify POC Kaleb Harrington of findings and completion .
⚠️ Problem Description
Inspection: Annual Equipment Electrical Safety Test And Calibration Service Equipment: 27 https://www.ebiotrack.com/inspection.php?iid=31255

Timeline

📞
Case Linked Nov 15, 6:02 AM
Case Number: 00544231
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
⏳ 1.0 business days
📋
▶
2 Work Order Created Nov 17, 10:57 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by John Rolston
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
⏳ 2.0 business days
👷
▶
2 Technician Assigned Nov 18, 10:58 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1d 0h
⚠️ 9.0 business days
🆕
Status: Entered by Rhea Berry Dec 2, 3:48 PM
From: Assigned
To: Entered
Duration in Previous: 14d 4h
📅
Status: Ready for Scheduling by Sherry Reich Dec 2, 4:56 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 1h 8m
👷
▶
2 Technician Assigned Dec 3, 8:56 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 15h 59m
🚨 38.0 business days
🆕
Status: Entered by Melissa Owens Jan 28, 11:04 AM
From: Assigned, Entered
To: Entered, On Hold
Duration in Previous: 56d 2h, 0m
🚨 33.0 business days
👷
▶
3 Technician Assigned Mar 16, 10:47 AM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Melissa Owens
From: On Hold, Assigned
To: Assigned, Scheduled
Duration in Previous: 46d 22h, 0m
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2026-03-19T15:00:00.000+0000
⏳ 4.0 business days
🔧
▶
2 Status: Tech On Site Mar 19, 10:05 AM
Status: Tech On Site → 2x Labor Added
⏱️
2x Labor Added
Type: Labor, Travel
Status: Open
Qty: 1, 19
⏱️
▶
2 Labor Added Mar 19, 10:55 AM
Labor Added → Status: Completed
✔️
Status: Completed by Christopher Morning
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 50m
🔄
Status: Reschedule by Shawn Rogers Mar 19, 3:42 PM
From: Closed
To: Reschedule
Duration in Previous: 4h 46m
🗓️
▶
2 Status: Scheduled Mar 19, 5:04 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2026-03-26T16:00:00.000+0000
⚠️ 5.9 business days
🔧
Status: Tech On Site by Christopher Morning Mar 26, 11:40 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 6d 18h
⏱️
2x Labor Added Mar 26, 11:58 AM
Type: Labor, Travel
Status: Open
Qty: 2, 74
⏱️
▶
2 Labor Added Mar 26, 12:50 PM
Labor Added → Status: Completed
✔️
Status: Completed by Christopher Morning
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 1h 9m, 0m
⏳ 3.0 business days
📄
▶
3 Status: Ready to Bill Mar 30, 9:30 AM
Status: Ready to Bill → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 3m
🧾
Invoice Created
Invoice Number: SM-257753

Bottlenecks

Ready for Scheduling
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Assigned
Duration: 9.0 business days (threshold: 4.0 business hours)
Exceeded by 8.5 business days
Ready for Scheduling
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.1 business hours
Assigned
Duration: 38.0 business days (threshold: 4.0 business hours)
Exceeded by 37.5 business days
Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Scheduled
Duration: 5.4 business days (threshold: 2.0 business days)
Exceeded by 3.4 business days
Closed
Duration: 2.9 business days (threshold: 1.0 business days)
Exceeded by 1.9 business days

🔗 Related Artifacts

📞
Case 00544231
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
N/A
Technician
Christopher Morning
Scheduled
Mar 26, 12:00 PM
Created
Nov 17, 10:57 AM
Invoice #
SM-257753

Work Details (6)

Name Type Status Qty Amount Date
WL-03150893 Labor Open 1 $0.00 Mar 19, 10:09 AM
WL-03150894 Travel Open 19 - Mar 19, 10:09 AM
WL-03150971 Labor Open 1 $0.00 Mar 19, 10:55 AM
WL-03160650 Labor Open 2 $0.00 Mar 26, 11:58 AM
WL-03160651 Travel Open 74 - Mar 26, 11:58 AM
WL-03160751 Labor Open 1 $2,215.00 Mar 26, 12:50 PM

Details