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← WO Overview

WO-01317164 ↗ ServiceMax

Assurance Health System, LLC • Inspection • PSM

📍 Harmony Health FW LLC — 7001 Bryant Irvin Rd, Fort Worth TX, 76132

Nov 25, 2025 → Apr 1, 2026

✅ Completed
PSM
SLA Clock
Last business day of November 2025 · Target: Nov 28, 2025
✗ SLA Missed (83 biz days late)
Active: 85 biz days
🕐 Clock stopped: Completed (Apr 1, 2026)
▶ Clock Running
Status: Created
Nov 25 → Nov 25, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 25 → Nov 25, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Nov 25 → Dec 1, 2025
2 business days (counted)
Running total: 2 of ? biz days used
▶ Clock Running
Status: Entered
Dec 1 → Dec 1, 2025
0 business days (counted)
Running total: 2 of ? biz days used
25d
▶ Clock Running
Status: On Hold
Dec 1 → Jan 7, 2026
25 business days (counted)
Running total: 27 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 7 → Jan 7, 2026
0 business days (counted)
Running total: 27 of ? biz days used
51d
▶ Clock Running
Status: Assigned
Jan 7 → Mar 23, 2026
51 business days (counted)
Running total: 78 of ? biz days used
▶ Clock Running
Status: Entered
Mar 23 → Mar 23, 2026
0 business days (counted)
Running total: 78 of ? biz days used
▶ Clock Running
Status: On Hold
Mar 23 → Mar 24, 2026
1 business day (counted)
Running total: 79 of ? biz days used
▶ Clock Running
Status: Assigned
Mar 24 → Mar 24, 2026
0 business days (counted)
Running total: 79 of ? biz days used
▶ Clock Running
Status: Scheduled
Mar 24 → Apr 1, 2026
6 business days (counted)
Running total: 85 of ? biz days used
▶ Clock Running
Status: Tech On Site
Apr 1 → Apr 1, 2026
0 business days (counted)
Running total: 85 of ? biz days used
Created: Nov 25, 2025 Completed: Apr 1, 2026
Show SLA Clock Detail (12 periods)
Period Status Clock Biz Days Running Total
Nov 25 → Nov 25 Created ▶ Running 0 0
Nov 25 → Nov 25 Ready for Scheduling ▶ Running 0 0
Nov 25 → Dec 1 Assigned ▶ Running 2 2
Dec 1 → Dec 1 Entered ▶ Running 0 2
Dec 1 → Jan 7 On Hold ▶ Running 25 27
Jan 7 → Jan 7 Ready for Scheduling ▶ Running 0 27
Jan 7 → Mar 23 Assigned ▶ Running 51 78
Mar 23 → Mar 23 Entered ▶ Running 0 78
Mar 23 → Mar 24 On Hold ▶ Running 1 79
Mar 24 → Mar 24 Assigned ▶ Running 0 79
Mar 24 → Apr 1 Scheduled ▶ Running 6 85
Apr 1 → Apr 1 Tech On Site ▶ Running 0 85
Dispatch 0.0d
Holding 27.9d (excluded)
Coordinators 61.2d
Field Work 0.7d
✗ SLA Missed
Dispatch
0.0 days
Holding (excluded from total)
27.9 days
Coordinators
61.2 days
Over SLA
Field Work
0.7 days
Created: Nov 25, 2025 Due: Apr 1, 2026 Completed: Apr 1, 2026 (on time)
📅
85.9 days Total Age
⏱️
51.3d in Assigned Longest Stage
🔄
10 transitions Status Changes
⚠️
58.5d 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 #00546492
eBiotrack - New Inspection Created
Closed
Initial Annual Inspection Service https://www.ebiotrack.com/inspection.php?iid=31429
Priority
Standard
Origin
Email
Reason
New Case
Contact
Sean McGlothin
Owner
Sherry Reich
Created
Nov 24, 2025
Work Orders from this Case (1)
WO-01317164 (current) Invoiced
Inspection • Zachary Stieben
Created: Nov 25, 2025 • Closed: Apr 1, 2026
Completed with significant delays
Invoiced • 263 days old
🚨
Primary Delay 51.3 days stuck in "Assigned"
⏱️
Total Delay 58.5 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
Assigned
54.2d / 0.5d SLA
On Hold
27.9d
Scheduled
7.0d / 2.0d SLA
Tech On Site
0.4d / 1.0d SLA
Completed
0.3d / 1.0d SLA
Closed
1.3d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

3/24 KKelch Sean called me back to schedule for 4/1 between 11:30 and 1:30 pm. Customer confirmed. 

3/23 KKelch placed on hold due to 3 failed attempts to schedule

3/19 KKelch called Randy to schedule for 3/27 between 9 and 11 am. Left VM. 

3/16 KKelch called Randy to schedule for 3/24 between 9 and 11 am. Left VM. 

3/16 KKelch called Sean to schedule for 3/24 between 9 and 11 am. Amy advised to speak to Randy at 574-339-3024

1/12 KKelch called Sean to schedule for 1/21 between 9 and 11 am. Sean will call me back. 

12/1/25 SBerry: WO placed on hold per account request. Site not ready until January. Account POC will reach out once site is good to schedule

12/1 KKelch called Sean to schedule for 12/8 between 9 and 11 am. Left info.

🔧 Work Performed
Inspected 29 pieces of equipment. Completed EBT inspection report.
🔍 Technician Findings
4/1/2026 Zachary Stieben arrived on site. Found 29 pieces of equipment to be inspected.
⚠️ Problem Description
Initial Annual Inspection Service https://www.ebiotrack.com/inspection.php?iid=31429

Timeline

📞
Case Linked Nov 24, 4:30 PM
Case Number: 00546492
Subject: eBiotrack - New Inspection Created
Status: Closed
📋
▶
3 Work Order Created Nov 25, 12:00 PM
Work Order Created → Status: Ready for Scheduling → Technician Assigned
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered, Ready for Scheduling
To: Ready for Scheduling, Assigned
Duration in Previous: 0m
👷
Technician Assigned by Kaitlyn Kelch
Technician: a0h5A00000HXpFGQA1, Zachary Stieben
⏳ 3.0 business days
🆕
▶
2 Status: Entered Dec 1, 11:42 AM
Status: Entered → Status: On Hold
⏸️
Status: On Hold by Scott Berry
From: Entered
To: On Hold
Duration in Previous: 1m
🚨 26.0 business days
📅
▶
2 Status: Ready for Scheduling Jan 7, 4:12 PM
Status: Ready for Scheduling → Technician Assigned
👷
Technician Assigned by Kaitlyn Kelch
Technician: Zachary Stieben
🚨 52.0 business days
🆕
Status: Entered by Kaitlyn Kelch Mar 23, 9:25 AM
From: Assigned, Entered
To: Entered, On Hold
Duration in Previous: 74d 16h, 0m
⏳ 2.0 business days
👷
▶
3 Status: Assigned Mar 24, 11:59 AM
Status: Assigned → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kaitlyn Kelch
Technician: Zachary Stieben
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-04-01T16:30:00.000+0000
⚠️ 7.0 business days
🔧
Status: Tech On Site by Zachary Stieben Apr 1, 12:07 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 8d 0h
✔️
Status: Completed by Zachary Stieben Apr 1, 3:25 PM
From: Tech On Site
To: Completed
Duration in Previous: 3h 17m
🚗
▶
3 2x Travel Added Apr 1, 5:27 PM
2x Travel Added → 3x Labor Added → Status: Closed
⏱️
3x Labor Added
Type: Labor
Status: Open
Qty: 1, 3.5, 1.5
🏁
Status: Closed by Zachary Stieben
From: Completed
To: Closed
Duration in Previous: 2h 4m
📄
Status: Ready to Bill by Diane Patton Apr 2, 2:47 PM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 21h 17m, 0m
⏳ 2.0 business days
🧾
Invoice Created Apr 3, 5:10 PM
Invoice Number: SM-258178

Bottlenecks

Assigned
Duration: 2.9 business days (threshold: 4.0 business hours)
Exceeded by 2.4 business days
Assigned
Duration: 51.3 business days (threshold: 4.0 business hours)
Exceeded by 50.8 business days
Scheduled
Duration: 7.0 business days (threshold: 2.0 business days)
Exceeded by 5.0 business days
Closed
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.5 business hours

🔗 Related Artifacts

📞
Case 00546492
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Zachary Stieben
Scheduled
Apr 1, 12:30 PM
Created
Nov 25, 12:00 PM
Invoice #
SM-258178

Work Details (5)

Name Type Status Qty Amount Date
WL-03169337 Travel Open 60 - Apr 1, 5:27 PM
WL-03169338 Travel Open 78 - Apr 1, 5:27 PM
WL-03169346 Labor Open 1 $0.00 Apr 1, 5:30 PM
WL-03169347 Labor Open 3.5 $1,000.00 Apr 1, 5:30 PM
WL-03169348 Labor Open 1.5 $0.00 Apr 1, 5:30 PM

Details