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WO-01327564 ↗ ServiceMax

Sono Bello • Inspection • PSM

📍 GA-Buckhead — 371 East Paces Ferry RD Suite # 450, Atlanta GA, 30305

Dec 22, 2025 → Feb 13, 2026

✅ Completed
PSM
SLA Clock
Last business day of December 2025 · Target: Dec 31, 2025
✗ SLA Missed (30 biz days late)
Active: 36 biz days
🕐 Clock stopped: Completed (Feb 14, 2026)
▶ Clock Running
Status: Created
Dec 22 → Dec 22, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Dec 22 → Dec 24, 2025
2 business days (counted)
Running total: 2 of ? biz days used
17d
▶ Clock Running
Status: Assigned
Dec 24 → Jan 21, 2026
17 business days (counted)
Running total: 19 of ? biz days used
▶ Clock Running
Status: Entered
Jan 21 → Jan 21, 2026
0 business days (counted)
Running total: 19 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 21 → Jan 21, 2026
0 business days (counted)
Running total: 19 of ? biz days used
▶ Clock Running
Status: Assigned
Jan 21 → Jan 21, 2026
0 business days (counted)
Running total: 19 of ? biz days used
17d
▶ Clock Running
Status: Scheduled
Jan 21 → Feb 13, 2026
17 business days (counted)
Running total: 36 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 13 → Feb 14, 2026
0 business days (counted)
Running total: 36 of ? biz days used
Created: Dec 22, 2025 Completed: Feb 14, 2026
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Dec 22 → Dec 22 Created ▶ Running 0 0
Dec 22 → Dec 24 Ready for Scheduling ▶ Running 2 2
Dec 24 → Jan 21 Assigned ▶ Running 17 19
Jan 21 → Jan 21 Entered ▶ Running 0 19
Jan 21 → Jan 21 Ready for Scheduling ▶ Running 0 19
Jan 21 → Jan 21 Assigned ▶ Running 0 19
Jan 21 → Feb 13 Scheduled ▶ Running 17 36
Feb 13 → Feb 14 Tech On Site ▶ Running 0 36
Dispatch 0.0d
Coordinators 38.0d
Field Work 0.9d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
38.0 days
Over SLA
Field Work
0.9 days
Created: Dec 22, 2025 Due: Feb 27, 2026 Completed: Feb 14, 2026 (13 days early)
📅
37.0 days Total Age
⏱️
17.7d in Scheduled Longest Stage
🔄
7 transitions Status Changes
⚠️
34.5d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00553370
eBiotrack - Automated New Inspection Created
Closed
Annual Equipment Electrical Safety Test And Calibration Service 65 Pcs https://www.ebiotrack.com/inspection.php?iid=32009
Priority
Standard
Origin
Email
Reason
New Case
Contact
Supply Chain Sono Bello
Owner
Kimberly Hardison
Created
Dec 22, 2025
Work Orders from this Case (1)
WO-01327564 (current) Invoiced
Inspection • Dylan Ingraham
Created: Dec 22, 2025 • Closed: Feb 13, 2026
Completed with significant delays
Invoiced • 234 days old
🚨
Primary Delay 17.7 days stuck in "Scheduled"
⏱️
Total Delay 34.5 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
3.0d / 1.0d SLA
Assigned
17.3d / 0.5d SLA
Scheduled
17.7d / 2.0d SLA
Tech On Site
0.9d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
0.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1/21/26 AJinerson - Received email back from POC Vivian confirming tech visit for Friday, 2/13 with eta between 9am-11am.

POC onsite: Vivian C. Benitez - Collazo

Arrival instructions: They are on 4th Floor - Suite 450

If tech needs to reach Vivian, they can text her at: 786-280-4191


1/21/26 AJ - Reassigning tech to avail. tech per customer requested date.

1/21/26 AJinerson - Sent email back to Vivian stating we don't have 2/6 avail, but since they need a Friday, offered the below dates asking which works best for them:

Friday, 2/13 - arrival between 9:00 a.m. – 11:00 a.m.

Friday, 2/20 - arrival between 9:00 a.m. – 11:00 a.m.

Friday, 2/27 - arrival between 9:00 a.m. – 11:00 a.m. 


1/21/26 AJinerson - Received email back from POC Vivian asking for Friday, 2/6.


1/16/26 AJinerson - Sent follow up email back to all offering our current available dates, asking which date works best for them to proceed w/ scheduling.

12/29/25 AJinerson - Received email back from Jeremy Kohl w/ Supply Chain for Sono Bello - Jeremy added in Brandi Parsons and Atl Buckhead email asking them to respond to us to proceed w/ scheduling.

bparsons@sonobello.com

atlantabuckhead@sonobello.com


12/24/2025 AJinerson - Sent email to site asking to provide some dates in Jan/Feb 2026 that works best for scheduling this location.

12/24/2025 AJinerson - Called site number listed, but went straight to message "VM box not set up yet" and disconnected. 

🔧 Work Performed
2/13 DI: ARRIVED TO SITE AND CHECKED IN WITH CUSTOMER - COMPLETED ANNUAL INSPECTION SERVICE OF 75 DEVICES (73 PASS - 2 FAIL) - VERIFIED THAT ALL EQUIPMENT HAD BEEN LOCATED & INSPECTED - ARCHIVED OLD / MISSING DEVICES - ADVISED CUSTOMER OF EQUIPMENT STATUS AND RETURNED ALL PASSING DEVICES TO SERVICE
🔍 Technician Findings
2/13 DI: ANNUAL INSPECTION SERVICE
⚠️ Problem Description
Annual Equipment Electrical Safety Test And Calibration Service 65 Pcs https://www.ebiotrack.com/inspection.php?iid=32009

Timeline

📞
Case Linked Dec 22, 12:00 AM
Case Number: 00553370
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Dec 22, 9:35 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
⏳ 3.0 business days
👷
▶
2 Technician Assigned Dec 24, 4:39 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Abby Jinerson
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2d 7h
🚨 17.9 business days
🆕
▶
3 Status: Entered Jan 21, 1:39 PM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Abby Jinerson
Technician: a0h5A00000Hoc96QAB, Dylan Ingraham
📅
Dispatch Scheduled by Abby Jinerson
Scheduled For: 2026-02-13T14:00:00.000+0000
🚨 18.0 business days
🔧
Status: Tech On Site by Dylan Ingraham Feb 13, 11:26 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 22d 21h
⏱️
▶
3 6x Labor Added Feb 13, 7:14 PM
6x Labor Added → Status: Completed → Status: Closed
✔️
Status: Completed by Dylan Ingraham
From: Tech On Site
To: Completed
Duration in Previous: 7h 48m
🏁
Status: Closed by Dylan Ingraham
From: Completed
To: Closed
Duration in Previous: 3m
⏳ 0.6 business days
📄
▶
2 Status: Ready to Bill Feb 16, 2:09 PM
Status: Ready to Bill → Invoice Created
🧾
Invoice Created
Invoice Number: SM-254123

Bottlenecks

Ready for Scheduling
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Assigned
Duration: 17.3 business days (threshold: 4.0 business hours)
Exceeded by 16.8 business days
Scheduled
Duration: 17.7 business days (threshold: 2.0 business days)
Exceeded by 15.7 business days

🔗 Related Artifacts

📞
Case 00553370
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Dylan Ingraham
Scheduled
Feb 13, 9:00 AM
Created
Dec 22, 9:35 AM
Invoice #
SM-254123

Work Details (6)

Name Type Status Qty Amount Date
WL-03105880 Labor Open 1.5 $0.00 Feb 13, 7:14 PM
WL-03105881 Labor Open 6 $3,912.97 Feb 13, 7:14 PM
WL-03105882 Labor Open 1.75 $0.00 Feb 13, 7:14 PM
WL-03105883 Travel Open 40 - Feb 13, 7:14 PM
WL-03105884 Travel Open 40 - Feb 13, 7:14 PM
WL-03105885 Expenses Open 1 $0.00 Feb 13, 7:14 PM

Details