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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01327567 ↗ ServiceMax

Centurion of Georgia • Inspection • PSM

📍 Calhoun SP — 27823 Main Street, Morgan GA, 39866

Dec 22, 2025 → Apr 9, 2026

✅ Completed
PSM
SLA Clock
Last business day of December 2025 · Target: Dec 31, 2025
✗ SLA Missed (68 biz days late)
Active: 75 biz days
🕐 Clock stopped: Completed (Apr 10, 2026)
▶ Clock Running
Status: Created
Dec 22 → Dec 22, 2025
0 business days (counted)
Running total: 0 of ? biz days used
9d
▶ Clock Running
Status: Ready for Scheduling
Dec 22 → Jan 6, 2026
9 business days (counted)
Running total: 9 of ? biz days used
49d
▶ Clock Running
Status: On Hold
Jan 6 → Mar 18, 2026
49 business days (counted)
Running total: 58 of ? biz days used
10d
▶ Clock Running
Status: Ready for Scheduling
Mar 18 → Apr 1, 2026
10 business days (counted)
Running total: 68 of ? biz days used
▶ Clock Running
Status: Assigned
Apr 1 → Apr 3, 2026
2 business days (counted)
Running total: 70 of ? biz days used
▶ Clock Running
Status: Scheduled
Apr 3 → Apr 10, 2026
5 business days (counted)
Running total: 75 of ? biz days used
▶ Clock Running
Status: Tech On Site
Apr 10 → Apr 10, 2026
0 business days (counted)
Running total: 75 of ? biz days used
Created: Dec 22, 2025 Completed: Apr 10, 2026
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Dec 22 → Dec 22 Created ▶ Running 0 0
Dec 22 → Jan 6 Ready for Scheduling ▶ Running 9 9
Jan 6 → Mar 18 On Hold ▶ Running 49 58
Mar 18 → Apr 1 Ready for Scheduling ▶ Running 10 68
Apr 1 → Apr 3 Assigned ▶ Running 2 70
Apr 3 → Apr 10 Scheduled ▶ Running 5 75
Apr 10 → Apr 10 Tech On Site ▶ Running 0 75
Dispatch 0.0d
Holding 50.0d (excluded)
Coordinators 29.4d
Field Work 0.1d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Holding (excluded from total)
50.0 days
Coordinators
29.4 days
Over SLA
Field Work
0.1 days
Billing
0.0 days
Created: Dec 22, 2025 Due: Feb 27, 2026 Completed: Apr 10, 2026 (41 days late)
📅
75.4 days Total Age
⏱️
50.0d in On Hold Longest Stage
🔄
10 transitions Status Changes
⚠️
25.9d 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 #00553379
eBiotrack - Automated New Inspection Created
Closed
Inspection: Annual Equipment Electrical Safety Test And Calibration Service 29 pcs https://www.ebiotrack.com/inspection.php?iid=32015
Priority
Standard
Origin
Email
Reason
New Case
Contact
Tammy Fletcher
Owner
Jessica Sells
Created
Dec 22, 2025
Work Orders from this Case (1)
WO-01327567 (current) Invoiced
Inspection • Dylan Ingraham
Created: Dec 22, 2025 • Closed: Apr 9, 2026
Completed with significant delays
Invoiced • 237 days old
🚨
Primary Delay 50.0 days stuck in "On Hold"
⏱️
Total Delay 25.9 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
21.0d / 1.0d SLA
On Hold
50.0d
Assigned
3.0d / 0.5d SLA
Scheduled
5.4d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

4/3/26 AJinerson - Called updated POC 2nd time. Spoke with kenya Carter who confirmed scheduling tech visit for Thursday, 4/9 with eta between 1030am-1230pm. 

POC onsite: Kenya Carter


4/1/26 AJinerson - Sent email to POC Kenya offering tech visit on Thurs. 4/9 with eta between 1030am-1230pm.


**This will be scheduled past the SLA due to WO was escalated to ASM due to customer nonresponsive in FEB. WO released back w/ updated contact info but still has SLA of Feb. 2026**


4/1/26 AJinerson - Called updated POC Kenya Carter to schedule tech visit. Phone rang for 1 min 10 seconds then gave message "memory is full, enter the remote access code" then disconnected. 


3/30/2026 Sramen - last inspection was completed May 2025 although it was due in Feb.

03/18/2026 Dnakoff - Updated POC


01/6/2026 LHill-Placing the work order on hold and escalating to the account manager for contact confirmation. Attempting contact with 3 attempts with no response. 


01/06/2026 LHill-Called (229) 726-2483 for Tammy Fletcher to confirm contact & equipment. Rings a fast busy signal. Unable to leave a message.


12/30/2025 LHill-email bounced from Tammy Fletcher.


12/30/2025 LHill-LM at (229) 726-2483 for Tammy Fletcher to confirm contact & equipment.


12/23/2025 LHill-sent email to Tammy Fletcher at tfletcher2@teamcenturion.com to confirm contact & equipment.


12/23/2025 LHill-LM at (229) 726-2483 for Tammy Fletcher to confirm contact & equipment.

🔧 Work Performed
4/9 DI: ARRIVED TO SITE AND CHECKED IN WITH SECURITY & CUSTOMER. COMPLETED ANNUAL INSPECTION SERVICE OF 33 DEVICES (29 PASS / 4 FAIL). VERIFIED THAT ALL EQUIPMENT HAD BEEN LOCATED AND INSPECTED. ARCHIVED OLD / MISSING DEVICES. ADVISED CUSTOMER OF EQUIPMENT STATUS AND RETURNED ALL PASSING DEVICES TO SERVICE
🔍 Technician Findings
4/9 DI: ANNUAL INSPECTION SERVICE
⚠️ Problem Description
Inspection: Annual Equipment Electrical Safety Test And Calibration Service 29 pcs https://www.ebiotrack.com/inspection.php?iid=32015

Timeline

📞
Case Linked Dec 22, 6:00 AM
Case Number: 00553379
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Dec 22, 9:42 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
🚨 10.0 business days
⏸️
Status: On Hold by Laura Hill Jan 6, 9:37 AM
From: Ready for Scheduling
To: On Hold
Duration in Previous: 14d 23h
🚨 50.0 business days
📅
Status: Ready for Scheduling by Dylan Nakoff Mar 18, 11:25 AM
From: On Hold
To: Ready for Scheduling
Duration in Previous: 71d 0h
🚨 11.0 business days
👷
▶
2 Technician Assigned Apr 1, 10:43 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Abby Jinerson
From: Ready for Scheduling
To: Assigned
Duration in Previous: 13d 23h
⏳ 3.0 business days
📅
▶
2 Dispatch Scheduled Apr 3, 11:45 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Ben Saur
From: Assigned
To: Scheduled
Duration in Previous: 2d 1h
⚠️ 5.0 business days
🔧
Status: Tech On Site by Dylan Ingraham Apr 9, 10:48 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 6d 11h
⏱️
▶
2 6x Labor Added Apr 9, 11:25 PM
6x Labor Added → Status: Completed
✔️
Status: Completed by Dylan Ingraham
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 38m, 0m
⏳ 2.1 business days
📄
▶
4 Status: Ready to Bill Apr 13, 11:23 AM
Status: Ready to Bill → Status: Invoice Pending → Invoice Created → Status: Invoiced
📨
Status: Invoice Pending by Diane Patton
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 3m
🧾
Invoice Created
Invoice Number: SM-259056
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m

Bottlenecks

Ready for Scheduling
Duration: 10.0 business days (threshold: 1.0 business days)
Exceeded by 9.0 business days
Ready for Scheduling
Duration: 11.0 business days (threshold: 1.0 business days)
Exceeded by 10.0 business days
Assigned
Duration: 3.0 business days (threshold: 4.0 business hours)
Exceeded by 2.5 business days
Scheduled
Duration: 5.4 business days (threshold: 2.0 business days)
Exceeded by 3.4 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00553379
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
N/A
Technician
Dylan Ingraham
Scheduled
Apr 9, 10:30 AM
Created
Dec 22, 9:42 AM
Invoice #
SM-259056

Work Details (6)

Name Type Status Qty Amount Date
WL-03180873 Labor Open 3 $0.00 Apr 9, 11:25 PM
WL-03180874 Labor Open 3.5 $1,495.00 Apr 9, 11:25 PM
WL-03180875 Labor Open 3.5 $0.00 Apr 9, 11:25 PM
WL-03180876 Labor Open 0.66666666666667 $0.00 Apr 9, 11:25 PM
WL-03180877 Travel Open 159 - Apr 9, 11:25 PM
WL-03180878 Travel Open 159 - Apr 9, 11:25 PM

Details