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WO-01328541 ↗ ServiceMax

Atrius Health • Inspection • PSM

📍 Atrius Health - Braintree — 111 Grossman Drive, Braintree MA, 02184

Dec 31, 2025 → Mar 24, 2026

✅ Completed
PSM
SLA Clock
Last business day of December 2025 · Target: Dec 31, 2025
✗ SLA Missed (56 biz days late)
Active: 57 biz days
🕐 Clock stopped: Completed (Mar 25, 2026)
▶ Clock Running
Status: Created
Dec 31 → Dec 31, 2025
0 business days (counted)
Running total: 0 of ? biz days used
8d
▶ Clock Running
Status: Ready for Scheduling
Dec 31 → Jan 13, 2026
8 business days (counted)
Running total: 8 of ? biz days used
▶ Clock Running
Status: Assigned
Jan 13 → Jan 15, 2026
2 business days (counted)
Running total: 10 of ? biz days used
45d
▶ Clock Running
Status: Scheduled
Jan 15 → Mar 23, 2026
45 business days (counted)
Running total: 55 of ? biz days used
▶ Clock Running
Status: Reschedule
Mar 23 → Mar 23, 2026
0 business days (counted)
Running total: 55 of ? biz days used
▶ Clock Running
Status: Entered
Mar 23 → Mar 23, 2026
0 business days (counted)
Running total: 55 of ? biz days used
▶ Clock Running
Status: Assigned
Mar 23 → Mar 23, 2026
0 business days (counted)
Running total: 55 of ? biz days used
▶ Clock Running
Status: Scheduled
Mar 23 → Mar 25, 2026
2 business days (counted)
Running total: 57 of ? biz days used
Created: Dec 31, 2025 Completed: Mar 25, 2026
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Dec 31 → Dec 31 Created ▶ Running 0 0
Dec 31 → Jan 13 Ready for Scheduling ▶ Running 8 8
Jan 13 → Jan 15 Assigned ▶ Running 2 10
Jan 15 → Mar 23 Scheduled ▶ Running 45 55
Mar 23 → Mar 23 Reschedule ▶ Running 0 55
Mar 23 → Mar 23 Entered ▶ Running 0 55
Mar 23 → Mar 23 Assigned ▶ Running 0 55
Mar 23 → Mar 25 Scheduled ▶ Running 2 57
Dispatch 0.0d
Coordinators 60.3d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
60.3 days
Over SLA
Billing
0.0 days
Created: Dec 31, 2025 Due: Mar 31, 2026 Completed: Mar 25, 2026 (6 days early)
📅
57.1 days Total Age
⏱️
46.0d in Scheduled Longest Stage
🔄
9 transitions Status Changes
⚠️
54.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
25 lines Work Details
🚩
6 visits On-Site Trips
📋
Coordinator Scheduling
🚨
6 On-Site Visits (1 reschedule)
6 on-site visits — critical red flag: repeated failure to resolve
Visit 1 Mar 16, 2026
Visit 2 Mar 17, 2026
Visit 3 Mar 18, 2026
Visit 4 Mar 19, 2026
Visit 5 Mar 20, 2026
Visit 6 Mar 24, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00555161
eBiotrack - Automated New Inspection Created
Closed
Inspection: Semi-Annual Electrical Safety Test And Calibration Service 829 pcs https://www.ebiotrack.com/inspection.php?iid=32213
Priority
Standard
Origin
Email
Reason
New Case
Contact
Chris Houston
Owner
Jessica Sells
Created
Dec 31, 2025
Work Orders from this Case (1)
WO-01328541 (current) Invoiced
Inspection • Nick O'Neill
Created: Dec 31, 2025 • Closed: Mar 24, 2026
Completed with significant delays
Invoiced • 228 days old
🚨
Primary Delay 46.0 days stuck in "Scheduled"
⏱️
Total Delay 54.6 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
9.0d / 1.0d SLA
Assigned
3.0d / 0.5d SLA
Scheduled
48.1d / 2.0d SLA
Reschedule
0.2d / 2.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
3/23 KSmith -- Nick advised he might be able to fit this in tomorrow. Site wants a Tues-Thur if possible

3/23 SRogers: Updating to reschedule - approx one day needed to finish (721 pieces completed so far).

1/15 KSmith -- Scheduled for 3/16-3/20 with Robert. 9-11am

1/15 KSmith -- Sent email to schedule for 3/16-3/20 (NO Assisting)

1/13 KSmith -- Sent email to schedule for 3/16-3/20 (NO Assisting)

🔧 Work Performed
Inspection: Annual Electrical Safety Test And Calibration Service
🔍 Technician Findings
Inspection: Annual Electrical Safety Test And Calibration Service
⚠️ Problem Description
Inspection: Annual Electrical Safety Test And Calibration Service 829 pcs https://www.ebiotrack.com/inspection.php?iid=32213

Timeline

📞
Case Linked Dec 31, 12:00 AM
Case Number: 00555161
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Dec 31, 10:10 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
⚠️ 9.0 business days
👷
▶
2 Technician Assigned Jan 13, 10:24 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 13d 0h
⏳ 3.0 business days
📅
▶
2 Dispatch Scheduled Jan 15, 10:43 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kourtney Smith
From: Assigned
To: Scheduled
Duration in Previous: 2d 0h
🚨 42.0 business days
⏱️
3x Labor Added Mar 17, 10:57 AM
Type: Labor
Status: Open
Qty: 1, 6.5, 1.5
⏱️
3x Labor Added Mar 17, 2:32 PM
Type: Labor
Status: Open
Qty: 1.5, 5.5
⏳ 2.0 business days
⏱️
▶
2 Labor Added Mar 18, 5:56 PM
Labor Added → 2x Labor Added
⏱️
2x Labor Added
Type: Labor
Status: Open
Qty: 2.5, 1
⏱️
3x Labor Added Mar 19, 9:49 AM
Type: Labor
Status: Open
Qty: 1.5, 6, 2
⏱️
3x Labor Added Mar 19, 5:28 PM
Type: Labor
Status: Open
Qty: 1.5, 7
⏱️
3x Labor Added Mar 20, 4:18 PM
Type: Labor
Status: Open
Qty: 0.5, 4, 1.5
⏳ 1.0 business days
⏱️
3x Labor Added Mar 22, 1:01 PM
Type: Labor
Status: Open
Qty: 1.5, 6.5
🔄
Status: Reschedule by Shawn Rogers Mar 23, 8:06 AM
From: Scheduled
To: Reschedule
Duration in Previous: 66d 20h
🆕
▶
3 Status: Entered Mar 23, 9:29 AM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kourtney Smith
Technician: Nick O'Neill
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-03-24T21:00:00.000+0000
⏳ 2.0 business days
🔩
Parts Added Mar 24, 1:08 PM
Type: Parts
Status: Open
Qty: 1
⏱️
▶
2 3x Labor Added Mar 24, 8:55 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Nick O'Neill
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 1d 11h, 0m
📄
▶
3 Status: Ready to Bill Mar 25, 11:00 AM
Status: Ready to Bill → Status: Invoice Pending → Status: Invoiced
📨
Status: Invoice Pending by Diane Patton
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 1m
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
⏳ 4.0 business days
🧾
Invoice Created Mar 30, 8:08 AM
Invoice Number: SM-257423

Bottlenecks

Ready for Scheduling
Duration: 9.0 business days (threshold: 1.0 business days)
Exceeded by 8.0 business days
Assigned
Duration: 3.0 business days (threshold: 4.0 business hours)
Exceeded by 2.5 business days
Scheduled
Duration: 46.0 business days (threshold: 2.0 business days)
Exceeded by 44.0 business days
Scheduled
Duration: 2.1 business days (threshold: 2.0 business days)
Exceeded by 0.9 business hours

🔗 Related Artifacts

📞
Case 00555161
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Nick O'Neill
Scheduled
Mar 24, 5:00 PM
Created
Dec 31, 10:10 AM
Invoice #
SM-257423

Work Details (25)

Name Type Status Qty Amount Date
WL-03147097 Labor Open 1 $0.00 Mar 17, 10:57 AM
WL-03147098 Labor Open 6.5 $0.00 Mar 17, 10:57 AM
WL-03147099 Labor Open 1.5 $0.00 Mar 17, 10:57 AM
WL-03147502 Labor Open 1.5 $0.00 Mar 17, 2:32 PM
WL-03147503 Labor Open 5.5 $0.00 Mar 17, 2:32 PM
WL-03147504 Labor Open 1.5 $0.00 Mar 17, 2:32 PM
WL-03150019 Labor Open 0.5 $0.00 Mar 18, 5:56 PM
WL-03150031 Labor Open 2.5 $0.00 Mar 18, 5:58 PM
WL-03150032 Labor Open 1 $0.00 Mar 18, 5:58 PM
WL-03150861 Labor Open 1.5 $0.00 Mar 19, 9:49 AM
WL-03150862 Labor Open 6 $0.00 Mar 19, 9:49 AM
WL-03150863 Labor Open 2 $0.00 Mar 19, 9:49 AM
WL-03151963 Labor Open 1.5 $0.00 Mar 19, 5:28 PM
WL-03151964 Labor Open 7 $0.00 Mar 19, 5:28 PM
WL-03151965 Labor Open 1.5 $0.00 Mar 19, 5:28 PM
WL-03153532 Labor Open 0.5 $0.00 Mar 20, 4:18 PM
WL-03153533 Labor Open 4 $0.00 Mar 20, 4:18 PM
WL-03153534 Labor Open 1.5 $0.00 Mar 20, 4:18 PM
WL-03154652 Labor Open 1.5 $0.00 Mar 22, 1:01 PM
WL-03154653 Labor Open 6.5 $0.00 Mar 22, 1:01 PM
WL-03154654 Labor Open 1.5 $0.00 Mar 22, 1:01 PM
WL-03156922 Parts Open 1 $265.95 Mar 24, 1:08 PM
WL-03157866 Labor Open 2 $0.00 Mar 24, 8:55 PM
WL-03157867 Labor Open 5.5 $10,840.00 Mar 24, 8:55 PM
WL-03157868 Labor Open 1.5 $75.00 Mar 24, 8:55 PM

Details