Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01328023 ↗ ServiceMax

Brown Medicine • Inspection • PSM

📍 Brown Medicine General Internal Medicine -East Providence — 375 Wampanoag Trail, Suite 301, East Providence RI, 02915

Dec 24, 2025 → Feb 25, 2026

✅ Completed
PSM
SLA Clock
Last business day of December 2025 · Target: Dec 31, 2025
✗ SLA Missed (36 biz days late)
Active: 41 biz days
🕐 Clock stopped: Completed (Feb 25, 2026)
▶ Clock Running
Status: Created
Dec 24 → Dec 24, 2025
0 business days (counted)
Running total: 0 of ? biz days used
12d
▶ Clock Running
Status: Ready for Scheduling
Dec 24 → Jan 13, 2026
12 business days (counted)
Running total: 12 of ? biz days used
▶ Clock Running
Status: Assigned
Jan 13 → Jan 15, 2026
2 business days (counted)
Running total: 14 of ? biz days used
9d
▶ Clock Running
Status: On Hold
Jan 15 → Jan 29, 2026
9 business days (counted)
Running total: 23 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 29 → Jan 29, 2026
0 business days (counted)
Running total: 23 of ? biz days used
▶ Clock Running
Status: Assigned
Jan 29 → Jan 29, 2026
0 business days (counted)
Running total: 23 of ? biz days used
17d
▶ Clock Running
Status: Scheduled
Jan 29 → Feb 24, 2026
17 business days (counted)
Running total: 40 of ? biz days used
▶ Clock Running
Status: Entered
Feb 24 → Feb 24, 2026
0 business days (counted)
Running total: 40 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 24 → Feb 24, 2026
0 business days (counted)
Running total: 40 of ? biz days used
▶ Clock Running
Status: Scheduled
Feb 24 → Feb 25, 2026
1 business day (counted)
Running total: 41 of ? biz days used
Created: Dec 24, 2025 Completed: Feb 25, 2026
Show SLA Clock Detail (10 periods)
Period Status Clock Biz Days Running Total
Dec 24 → Dec 24 Created ▶ Running 0 0
Dec 24 → Jan 13 Ready for Scheduling ▶ Running 12 12
Jan 13 → Jan 15 Assigned ▶ Running 2 14
Jan 15 → Jan 29 On Hold ▶ Running 9 23
Jan 29 → Jan 29 Ready for Scheduling ▶ Running 0 23
Jan 29 → Jan 29 Assigned ▶ Running 0 23
Jan 29 → Feb 24 Scheduled ▶ Running 17 40
Feb 24 → Feb 24 Entered ▶ Running 0 40
Feb 24 → Feb 24 Assigned ▶ Running 0 40
Feb 24 → Feb 25 Scheduled ▶ Running 1 41
Dispatch 0.0d
Holding 10.0d (excluded)
Coordinators 35.5d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Holding (excluded from total)
10.0 days
Coordinators
35.5 days
Over SLA
Billing
0.0 days
Created: Dec 24, 2025 Due: Feb 27, 2026 Completed: Feb 25, 2026 (2 days early)
📅
42.0 days Total Age
⏱️
17.3d in Scheduled Longest Stage
🔄
10 transitions Status Changes
⚠️
31.9d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00554056
eBiotrack - Automated New Inspection Created
Closed
Inspection: Annual Equipment Electrical Safety Test And Calibration Service Equipment: 99 https://www.ebiotrack.com/inspection.php?iid=32061
Priority
Standard
Origin
Email
Reason
New Case
Contact
Almerinda Ferreira Leclerc
Owner
John Rolston
Created
Dec 24, 2025
Work Orders from this Case (1)
WO-01328023 (current) Invoiced
Inspection • Nick O'Neill
Created: Dec 24, 2025 • Closed: Feb 25, 2026
Completed with significant delays
Invoiced • 235 days old
🚨
Primary Delay 17.3 days stuck in "Scheduled"
⏱️
Total Delay 31.9 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
13.0d / 1.0d SLA
Assigned
3.1d / 0.5d SLA
On Hold
10.0d
Scheduled
19.3d / 2.0d SLA
Closed
3.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
1/29 KSmith -- Scheduled for 2/25 with Almerinda. 8-10am

1/29 KSmith -- Responded to Almerinda providing available dates in February and am awaiting response

01/29/2026 LHill-re'c d email from Almerinda Leclerc-Yes , I would like to schedule, and I would like to schedule my 3 locations . Tuesdays am usually a good day and time .

See logged email.


1/15 KSmith -- Left VM and sent email to schedule for 2/4

1/13 KSmith -- Sent email to schedule for 2/5


01/13/2026 LHill-Called 401-649-4050 ext 3014 for Almerinda Ferreira Leclerc to confirm contact & equipment.


01/07/2026 LHill-sent email to Almerinda Ferreira Leclerc at almerinda.leclerc@brownphysicians.org to confirm contact & equipment.


01/07/2026 LHill-Called 401-649-4050 ext 3014 for Almerinda Ferreira Leclerc to confirm contact & equipment.


01/06/2026 LHill-sent email to Almerinda Ferreira Leclerc at almerinda.leclerc@brownphysicians.org to confirm contact & equipment.


01/06/2026 LHill-Called 401-649-4050 ext 3014. Office is closed for lunch right now. Unable to leave a voicemail.

🔧 Work Performed
Inspection: Annual Equipment Electrical Safety Test And Calibration Service
🔍 Technician Findings
Inspection: Annual Equipment Electrical Safety Test And Calibration Service
⚠️ Problem Description
Inspection: Annual Equipment Electrical Safety Test And Calibration Service Equipment: 99 https://www.ebiotrack.com/inspection.php?iid=32061

Timeline

📞
Case Linked Dec 24, 6:00 AM
Case Number: 00554056
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Dec 24, 10:33 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by John Rolston
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
🚨 13.0 business days
👷
▶
2 Technician Assigned Jan 13, 10:18 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 19d 23h
⏳ 3.0 business days
⏸️
Status: On Hold by Kourtney Smith Jan 15, 9:09 AM
From: Assigned
To: On Hold
Duration in Previous: 1d 22h
🚨 10.0 business days
📅
▶
3 Status: Ready for Scheduling Jan 29, 3:08 PM
Status: Ready for Scheduling → Technician Assigned → Status: Assigned
👷
Technician Assigned by Kourtney Smith
Technician: a0h5A00000HKNg2QAH, David Cavaco
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 4m
🗓️
▶
2 Status: Scheduled Jan 29, 4:19 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-02-25T14:00:00.000+0000
🚨 18.0 business days
🆕
▶
3 Status: Entered Feb 24, 9:53 AM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kourtney Smith
Technician: a0h8Y00000HmPmRQAV, Nick O'Neill
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-02-25T14:00:00.000+0000
⏳ 2.0 business days
⏱️
▶
2 3x Labor Added Feb 25, 6:49 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Nick O'Neill
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 1d 8h, 0m
⏳ 3.6 business days
📄
▶
3 Status: Ready to Bill Mar 2, 1:26 PM
Status: Ready to Bill → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🧾
Invoice Created
Invoice Number: SM-255348

Bottlenecks

Ready for Scheduling
Duration: 13.0 business days (threshold: 1.0 business days)
Exceeded by 12.0 business days
Assigned
Duration: 3.0 business days (threshold: 4.0 business hours)
Exceeded by 2.5 business days
Scheduled
Duration: 17.3 business days (threshold: 2.0 business days)
Exceeded by 15.3 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00554056
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Nick O'Neill
Scheduled
Feb 25, 9:00 AM
Created
Dec 24, 10:33 AM
Invoice #
SM-255348

Work Details (3)

Name Type Status Qty Amount Date
WL-03120130 Labor Open 1 $0.00 Feb 25, 6:49 PM
WL-03120131 Labor Open 4.5 $2,780.20 Feb 25, 6:49 PM
WL-03120132 Labor Open 1 $0.00 Feb 25, 6:49 PM

Details