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WO-01318616 ↗ ServiceMax

Infusion for Health • Inspection • PSM

📍 CA Torrance — 23456 Hawthorne Blvd Suite #140, Torrance CA, 90505

Dec 3, 2025 → Apr 30, 2026

✅ Completed
PSM
SLA Clock
Last business day of December 2025 · Target: Dec 31, 2025
✗ SLA Missed (83 biz days late)
Active: 103 biz days
🕐 Clock stopped: Completed (May 1, 2026)
▶ Clock Running
Status: Created
Dec 3 → Dec 3, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Dec 3 → Dec 9, 2025
4 business days (counted)
Running total: 4 of ? biz days used
51d
▶ Clock Running
Status: Assigned
Dec 9 → Feb 24, 2026
51 business days (counted)
Running total: 55 of ? biz days used
▶ Clock Running
Status: Scheduled
Feb 24 → Feb 26, 2026
2 business days (counted)
Running total: 57 of ? biz days used
▶ Clock Running
Status: Tech Off Site
Feb 26 → Feb 26, 2026
0 business days (counted)
Running total: 57 of ? biz days used
▶ Clock Running
Status: Scheduled
Feb 26 → Feb 27, 2026
1 business day (counted)
Running total: 58 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 27 → Feb 27, 2026
0 business days (counted)
Running total: 58 of ? biz days used
▶ Clock Running
Status: Tech Off Site
Feb 27 → Mar 1, 2026
0 business days (counted)
Running total: 58 of ? biz days used
11d
▶ Clock Running
Status: Reschedule
Mar 1 → Mar 16, 2026
11 business days (counted)
Running total: 69 of ? biz days used
27d
▶ Clock Running
Status: Assigned
Mar 16 → Apr 22, 2026
27 business days (counted)
Running total: 96 of ? biz days used
▶ Clock Running
Status: Scheduled
Apr 22 → May 1, 2026
7 business days (counted)
Running total: 103 of ? biz days used
Created: Dec 3, 2025 Completed: May 1, 2026
Show SLA Clock Detail (11 periods)
Period Status Clock Biz Days Running Total
Dec 3 → Dec 3 Created ▶ Running 0 0
Dec 3 → Dec 9 Ready for Scheduling ▶ Running 4 4
Dec 9 → Feb 24 Assigned ▶ Running 51 55
Feb 24 → Feb 26 Scheduled ▶ Running 2 57
Feb 26 → Feb 26 Tech Off Site ▶ Running 0 57
Feb 26 → Feb 27 Scheduled ▶ Running 1 58
Feb 27 → Feb 27 Tech On Site ▶ Running 0 58
Feb 27 → Mar 1 Tech Off Site ▶ Running 0 58
Mar 1 → Mar 16 Reschedule ▶ Running 11 69
Mar 16 → Apr 22 Assigned ▶ Running 27 96
Apr 22 → May 1 Scheduled ▶ Running 7 103
Dispatch 0.0d
Coordinators 105.2d
Field Work 1.4d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
105.2 days
Over SLA
Field Work
1.4 days
Created: Dec 3, 2025 Due: Feb 27, 2026 Completed: May 1, 2026 (62 days late)
📅
102.4 days Total Age
⏱️
51.7d in Assigned Longest Stage
🔄
12 transitions Status Changes
⚠️
95.5d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
11 lines Work Details
🏠
2 visits On-Site Trips
📋
Coordinator Scheduling
🔄
2 On-Site Visits (1 reschedule)
2 on-site visits — follow-up trip required
Visit 1 Feb 25, 2026
Visit 2 Apr 30, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00548222
eBiotrack - Automated New Inspection Created
Closed
Initial Annual Inspection Service Equipment 14 https://www.ebiotrack.com/inspection.php?iid=31625
Priority
Standard
Origin
Email
Reason
New Case
Contact
Alicia Mendez
Owner
Jessica Foley
Created
Dec 3, 2025
Work Orders from this Case (1)
WO-01318616 (current) Invoiced
Inspection • Rene Yescas
Created: Dec 3, 2025 • Closed: Apr 30, 2026
Completed with significant delays
Invoiced • 253 days old
🚨
Primary Delay 51.7 days stuck in "Assigned"
⏱️
Total Delay 95.5 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
Ready for Scheduling
4.2d / 1.0d SLA
Assigned
79.7d / 0.5d SLA
Scheduled
10.2d / 2.0d SLA
Tech Off Site
1.3d / 2.0d SLA
Tech On Site
0.2d / 1.0d SLA
Reschedule
11.0d / 2.0d SLA
Closed
1.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

CONFIRMED


04/22/2026 LHill-rec'd email from Sarah-To get to our clinic, they need to go through the big double doors of the building, go past elevators, and on the right, it will say suite 140 down the hallway. I usually get to the clinic around 8:15 am and they won’t be able to get in without me. We have patients that will be here at 8:45am.

They just need to let me know what rooms they are going to check before they enter a room and make sure there isn’t a patient in it when patients start coming in. We have keys to some of the rooms, and I will be on site for them to assess and answer any questions.

See logged email.


04/22/2026 LHill-sent email to Sarah-Yes, we can schedule for April 30th? Are there any special requirements once tech is onsite?

See logged email.


04/22/2026 LHill-rec'd email from Sarah-April 24th is a very busy day. Our schedule is a little hectic. Is there availability for next week? Maybe Thursday (30th)?


04/22/2026 LHill-sent email to Sarah-Please see the email below.  We currently have availability on 4/24 with an arrival window between 8am and 10:00am. Please let us know if this works for you, or if another date or time would be more convenient.

See logged email.


04/21/2026 LHill-sent email to Sarah Biittner-We currently have availability on 4/24 with an arrival window between 8am and 10:00am. Please let us know if this works for you, or if another date or time would be more convenient.

See logged email.


3-16 Mburris email sent to POC looking for 3-20 9am

3-2 Mburri semail sent to POC sbiittner@infusionforhealth.com

3/1/26 SBerry: POC updated

2-24 Mburris called site and set w/ Shelly 2-25 3pm

12/11/25 RBerry- Emailed Alicia Mendez to discuss scheduling. See logged email.

🔧 Work Performed
Arrived at the customer location at closing time. Service could not be completed; the appointment will need to be rescheduled,4-30-26 PERFORMED annual inspection service,service complete
🔍 Technician Findings
Arrived at the customer location at closing time. Service could not be completed; the appointment will need to be rescheduled
⚠️ Problem Description
Initial Annual Inspection Service Equipment 14 https://www.ebiotrack.com/inspection.php?iid=31625

Timeline

📞
Case Linked Dec 3, 12:01 AM
Case Number: 00548222
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Dec 3, 5:12 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Foley
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
⏳ 4.8 business days
👷
▶
2 Technician Assigned Dec 9, 1:20 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 5d 20h
🚨 52.0 business days
👷
▶
3 Technician Assigned Feb 24, 5:33 PM
Technician Assigned → Status: Scheduled → Dispatch Scheduled
🗓️
Status: Scheduled by Michael Burris
From: Assigned
To: Scheduled
Duration in Previous: 77d 4h
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-02-25T22:30:00.000+0000, 2026-02-25T21:00:00.000+0000
💵
2x Expenses Added Feb 25, 8:02 AM
Type: Expenses
Status: Open
Qty: 1
⏱️
▶
2 4x Labor Added Feb 25, 11:14 PM
4x Labor Added → Status: Tech Off Site
🚗
Status: Tech Off Site by Michael Russell
From: Scheduled
To: Tech Off Site
Duration in Previous: 1d 5h
📅
▶
2 Dispatch Scheduled Feb 26, 10:29 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Michael Burris
From: Tech Off Site
To: Scheduled
Duration in Previous: 11h 14m
⏳ 2.0 business days
🔧
Status: Tech On Site by Michael Russell Feb 27, 3:29 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 5h
🚗
Status: Tech Off Site by Michael Russell Feb 27, 4:45 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 1h 16m
⏳ 0.9 business days
🔄
Status: Reschedule by Rhea Berry Mar 1, 1:31 PM
From: Tech Off Site
To: Reschedule
Duration in Previous: 1d 20h
🚨 11.0 business days
👷
▶
2 Technician Assigned Mar 16, 12:02 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Reschedule
To: Assigned
Duration in Previous: 14d 21h
🚨 28.0 business days
🗓️
▶
2 Status: Scheduled Apr 22, 4:45 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Laura Hill
Scheduled For: 2026-04-30T16:00:00.000+0000
⚠️ 6.9 business days
⏱️
▶
2 5x Labor Added Apr 30, 9:04 PM
5x Labor Added → Status: Completed
✔️
Status: Completed by Rene Yescas
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 8d 4h, 0m
📄
Status: Ready to Bill by Diane Patton May 1, 2:27 PM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 17h 22m, 0m
🧾
Invoice Created May 2, 12:40 PM
Invoice Number: SM-260816

Bottlenecks

Ready for Scheduling
Duration: 4.2 business days (threshold: 1.0 business days)
Exceeded by 3.2 business days
Assigned
Duration: 51.7 business days (threshold: 4.0 business hours)
Exceeded by 51.2 business days
Reschedule
Duration: 11.0 business days (threshold: 2.0 business days)
Exceeded by 9.0 business days
Assigned
Duration: 28.0 business days (threshold: 4.0 business hours)
Exceeded by 27.5 business days
Scheduled
Duration: 6.5 business days (threshold: 2.0 business days)
Exceeded by 4.5 business days

🔗 Related Artifacts

📞
Case 00548222
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
N/A
Technician
Rene Yescas
Scheduled
Apr 30, 12:00 PM
Created
Dec 3, 5:12 PM
Invoice #
SM-260816

Work Details (11)

Name Type Status Qty Amount Date
WL-03119044 Expenses Open 1 $0.00 Feb 25, 8:02 AM
WL-03119045 Expenses Open 1 $0.00 Feb 25, 8:02 AM
WL-03120605 Labor Open 2.25 $0.00 Feb 25, 11:14 PM
WL-03120606 Labor Open 2.25 $0.00 Feb 25, 11:14 PM
WL-03120607 Travel Open 40 - Feb 25, 11:14 PM
WL-03120608 Travel Open 20 - Feb 25, 11:14 PM
WL-03210051 Labor Open 1 $0.00 Apr 30, 9:04 PM
WL-03210052 Labor Open 1.5 $0.00 Apr 30, 9:04 PM
WL-03210053 Labor Open 2 $1,245.00 Apr 30, 9:04 PM
WL-03210054 Travel Open 40 - Apr 30, 9:04 PM
WL-03210055 Travel Open 40 - Apr 30, 9:04 PM

Details