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WO-01318340 ↗ ServiceMax

Vera Whole Health • Inspection • PSM

📍 Vera Whole Health - East Point — 3360 Shelby Lane, Suite 1030, East Point GA, 30344

Dec 2, 2025 → Feb 10, 2026

✅ Completed
PSM
SLA Clock
Last business day of December 2025 · Target: Dec 31, 2025
✗ SLA Missed (27 biz days late)
Active: 48 biz days
🕐 Clock stopped: Completed (Feb 11, 2026)
▶ Clock Running
Status: Created
Dec 2 → Dec 2, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Dec 2 → Dec 4, 2025
2 business days (counted)
Running total: 2 of ? biz days used
25d
▶ Clock Running
Status: Assigned
Dec 4 → Jan 12, 2026
25 business days (counted)
Running total: 27 of ? biz days used
▶ Clock Running
Status: Entered
Jan 12 → Jan 12, 2026
0 business days (counted)
Running total: 27 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 12 → Jan 12, 2026
0 business days (counted)
Running total: 27 of ? biz days used
▶ Clock Running
Status: Assigned
Jan 12 → Jan 12, 2026
0 business days (counted)
Running total: 27 of ? biz days used
6d
▶ Clock Running
Status: Scheduled
Jan 12 → Jan 21, 2026
6 business days (counted)
Running total: 33 of ? biz days used
6d
▶ Clock Running
Status: Reschedule
Jan 21 → Jan 29, 2026
6 business days (counted)
Running total: 39 of ? biz days used
▶ Clock Running
Status: Assigned
Jan 29 → Jan 29, 2026
0 business days (counted)
Running total: 39 of ? biz days used
9d
▶ Clock Running
Status: Scheduled
Jan 29 → Feb 11, 2026
9 business days (counted)
Running total: 48 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 11 → Feb 11, 2026
0 business days (counted)
Running total: 48 of ? biz days used
Created: Dec 2, 2025 Completed: Feb 11, 2026
Show SLA Clock Detail (11 periods)
Period Status Clock Biz Days Running Total
Dec 2 → Dec 2 Created ▶ Running 0 0
Dec 2 → Dec 4 Ready for Scheduling ▶ Running 2 2
Dec 4 → Jan 12 Assigned ▶ Running 25 27
Jan 12 → Jan 12 Entered ▶ Running 0 27
Jan 12 → Jan 12 Ready for Scheduling ▶ Running 0 27
Jan 12 → Jan 12 Assigned ▶ Running 0 27
Jan 12 → Jan 21 Scheduled ▶ Running 6 33
Jan 21 → Jan 29 Reschedule ▶ Running 6 39
Jan 29 → Jan 29 Assigned ▶ Running 0 39
Jan 29 → Feb 11 Scheduled ▶ Running 9 48
Feb 11 → Feb 11 Tech On Site ▶ Running 0 48
Dispatch 0.0d
Coordinators 50.6d
Field Work 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
50.6 days
Over SLA
Field Work
0.0 days
Created: Dec 2, 2025 Due: Jan 30, 2026 Completed: Feb 11, 2026 (11 days late)
📅
47.8 days Total Age
⏱️
26.0d in Assigned Longest Stage
🔄
10 transitions Status Changes
⚠️
45.1d 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 #00547892
eBiotrack - Automated New Inspection Created
Closed
Inspection: Annual Equipment Electrical Safety Test And Calibration Service 117 pieces https://www.ebiotrack.com/inspection.php?iid=31595
Priority
Standard
Origin
Email
Reason
New Case
Contact
Reggie Baker
Owner
Leona Coonrod
Created
Dec 2, 2025
Work Orders from this Case (1)
WO-01318340 (current) Invoiced
Inspection • Dylan Ingraham
Created: Dec 2, 2025 • Closed: Feb 10, 2026
Completed with significant delays
Invoiced • 254 days old
🚨
Primary Delay 26.0 days stuck in "Assigned"
⏱️
Total Delay 45.1 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
2.2d / 1.0d SLA
Assigned
26.0d / 0.5d SLA
Scheduled
15.8d / 2.0d SLA
Reschedule
6.6d / 2.0d SLA
Tech On Site
0.0d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
3.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1/29/26 AJinerson - Received email back from POC Reggie confirming rescheduling tech visit for Tuesday, 2/10 with eta between 9am-11am.


1/28/26 AJinerson - Sent follow up email to Reggie needing to confirm rescheduled date. Now offering tech visit on Tues. 2/10 with eta between 9am-11am.


1/21/26 AJinerson - Sent email back to POC Reggie needing to reschedule tech visit due to tech covering repairs out of area.

Offering reschedule tech visit now on Thurs. 1/29 between 9am-11am arrival.


1/12/26 AJinerson - Received email back from Reggie requesting to schedule tech visit for Fri. 1/23. Sent email back confirming this date scheduled with eta between 9am-11am.

1/12/26 AJinerson - Email logged on WO-01328296 - Received email from Reggie that he is POC for this site still, but it was logged on another email chain for one of his other locations. Sent email back to Reggie asking what date during the week of 1/19 - 1/23 works best for them to proceed with scheduling.


12/31/25 AJinerson - Sent follow up email to Reggie offering dates in Jan. 2026 asking what dates work best for them to schedule as well.


12/4/25 AJinerson - Sent email to POC Reggie Baker regarding scheduling service, and offered current avail. dates for Dec. - Jan. asking which date works best for them.

🔧 Work Performed
2/10 DI: ARRIVED TO SITE AND CHECKED IN WITH POC - COMPLETED ANNUAL INSPECTION SERVICE OF 117 DEVICES (115 PASS - 2 FAIL) - VERIFIED ALL EQUIPMENT HAD BEEN LOCATED / INSPECTED - ARCHIVED OLD / MISSING DEVICES - ADVISED CUSTOMER OF EQUIPMENT STATUS AND RETURNED ALL PASSING DEVICES TO SERVICE
🔍 Technician Findings
2/10 DI: ANNUAL INSPECTION SERVICE
⚠️ Problem Description
Inspection: Annual Equipment Electrical Safety Test And Calibration Service 117 pieces https://www.ebiotrack.com/inspection.php?iid=31595

Timeline

📞
Case Linked Dec 2, 6:00 AM
Case Number: 00547892
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
2 Work Order Created Dec 2, 5:08 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Leona Coonrod
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
2.9 business days
👷
2 Technician Assigned Dec 4, 10:02 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Abby Jinerson
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1d 16h
🚨 26.0 business days
🆕
4 Status: Entered Jan 12, 4:22 PM
Status: Entered → Technician Assigned → Status: Scheduled → Dispatch Scheduled
👷
Technician Assigned by Abby Jinerson
Technician: a0h5A00000HFiIBQA1, Henry Holmes
🗓️
Status: Scheduled by Abby Jinerson
From: Assigned
To: Scheduled
Duration in Previous: 0m
📅
Dispatch Scheduled by Abby Jinerson
Scheduled For: 2026-01-23T14:00:00.000+0000
⚠️ 6.9 business days
🔄
Status: Reschedule by Abby Jinerson Jan 21, 2:06 PM
From: Scheduled
To: Reschedule
Duration in Previous: 8d 21h
⚠️ 7.0 business days
👷
3 Technician Assigned Jan 29, 12:01 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Abby Jinerson
From: Reschedule, Assigned
To: Assigned, Scheduled
Duration in Previous: 7d 21h, 0m
📅
Dispatch Scheduled by Abby Jinerson
Scheduled For: 2026-02-10T14:00:00.000+0000
⚠️ 9.0 business days
🔧
Status: Tech On Site by Dylan Ingraham Feb 10, 11:37 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 12d 11h
⏱️
3 5x Labor Added Feb 10, 11:44 PM
5x Labor Added → Status: Completed → Status: Closed
✔️
Status: Completed by Dylan Ingraham
From: Tech On Site
To: Completed
Duration in Previous: 7m
🏁
Status: Closed by Dylan Ingraham
From: Completed
To: Closed
Duration in Previous: 1m
3.0 business days
📄
Status: Ready to Bill by Diane Patton Feb 13, 1:49 PM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 2d 14h, 0m
1.0 business days
🧾
Invoice Created Feb 15, 5:46 PM
Invoice Number: SM-254008

Bottlenecks

Ready for Scheduling
Duration: 2.2 business days (threshold: 1.0 business days)
Exceeded by 1.2 business days
Assigned
Duration: 26.0 business days (threshold: 4.0 business hours)
Exceeded by 25.5 business days
Scheduled
Duration: 6.3 business days (threshold: 2.0 business days)
Exceeded by 4.3 business days
Reschedule
Duration: 6.6 business days (threshold: 2.0 business days)
Exceeded by 4.6 business days
Scheduled
Duration: 9.4 business days (threshold: 2.0 business days)
Exceeded by 7.4 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00547892
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Dylan Ingraham
Scheduled
Feb 10, 9:00 AM
Created
Dec 2, 5:08 PM
Invoice #
SM-254008

Work Details (5)

Name Type Status Qty Amount Date
WL-03100528 Labor Open 1 $0.00 Feb 10, 11:44 PM
WL-03100529 Labor Open 6.25 $2,099.60 Feb 10, 11:44 PM
WL-03100530 Labor Open 1 $0.00 Feb 10, 11:44 PM
WL-03100531 Travel Open 22 - Feb 10, 11:44 PM
WL-03100532 Travel Open 22 - Feb 10, 11:44 PM

Details