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WO-01328546 ↗ ServiceMax

Atrius Health • Inspection • PSM

📍 Atrius Health - Burlington — 20 Wall St, Burlington MA, 01803

Dec 31, 2025 → Mar 31, 2026

✅ Completed
PSM
SLA Clock
Last business day of December 2025 · Target: Dec 31, 2025
✗ SLA Missed (61 biz days late)
Active: 62 biz days
🕐 Clock stopped: Completed (Apr 1, 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
7d
▶ Clock Running
Status: Assigned
Jan 13 → Jan 23, 2026
7 business days (counted)
Running total: 15 of ? biz days used
42d
▶ Clock Running
Status: Scheduled
Jan 23 → Mar 25, 2026
42 business days (counted)
Running total: 57 of ? biz days used
▶ Clock Running
Status: Reschedule
Mar 25 → Mar 25, 2026
0 business days (counted)
Running total: 57 of ? biz days used
▶ Clock Running
Status: Entered
Mar 25 → Mar 25, 2026
0 business days (counted)
Running total: 57 of ? biz days used
▶ Clock Running
Status: Assigned
Mar 25 → Mar 25, 2026
0 business days (counted)
Running total: 57 of ? biz days used
▶ Clock Running
Status: Scheduled
Mar 25 → Mar 27, 2026
2 business days (counted)
Running total: 59 of ? biz days used
▶ Clock Running
Status: Entered
Mar 27 → Mar 27, 2026
0 business days (counted)
Running total: 59 of ? biz days used
▶ Clock Running
Status: Assigned
Mar 27 → Mar 27, 2026
0 business days (counted)
Running total: 59 of ? biz days used
▶ Clock Running
Status: Scheduled
Mar 27 → Mar 27, 2026
0 business days (counted)
Running total: 59 of ? biz days used
▶ Clock Running
Status: Reschedule
Mar 27 → Mar 30, 2026
1 business day (counted)
Running total: 60 of ? biz days used
▶ Clock Running
Status: Entered
Mar 30 → Mar 30, 2026
0 business days (counted)
Running total: 60 of ? biz days used
▶ Clock Running
Status: Assigned
Mar 30 → Mar 30, 2026
0 business days (counted)
Running total: 60 of ? biz days used
▶ Clock Running
Status: Scheduled
Mar 30 → Apr 1, 2026
2 business days (counted)
Running total: 62 of ? biz days used
Created: Dec 31, 2025 Completed: Apr 1, 2026
Show SLA Clock Detail (15 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 23 Assigned ▶ Running 7 15
Jan 23 → Mar 25 Scheduled ▶ Running 42 57
Mar 25 → Mar 25 Reschedule ▶ Running 0 57
Mar 25 → Mar 25 Entered ▶ Running 0 57
Mar 25 → Mar 25 Assigned ▶ Running 0 57
Mar 25 → Mar 27 Scheduled ▶ Running 2 59
Mar 27 → Mar 27 Entered ▶ Running 0 59
Mar 27 → Mar 27 Assigned ▶ Running 0 59
Mar 27 → Mar 27 Scheduled ▶ Running 0 59
Mar 27 → Mar 30 Reschedule ▶ Running 1 60
Mar 30 → Mar 30 Entered ▶ Running 0 60
Mar 30 → Mar 30 Assigned ▶ Running 0 60
Mar 30 → Apr 1 Scheduled ▶ Running 2 62
Dispatch 0.0d
Coordinators 67.2d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
67.2 days
Over SLA
Billing
0.0 days
Created: Dec 31, 2025 Due: Mar 31, 2026 Completed: Apr 1, 2026 (on time)
📅
62.1 days Total Age
⏱️
42.9d in Scheduled Longest Stage
🔄
11 transitions Status Changes
⚠️
57.5d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
8 lines Work Details
🚩
3 visits On-Site Trips
📋
Coordinator Scheduling
🚩
3 On-Site Visits (2 reschedules)
3 on-site visits — why were multiple trips needed?
Visit 1 Mar 23, 2026
Visit 2 Mar 27, 2026
Visit 3 Mar 31, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00555167
eBiotrack - Automated New Inspection Created
Closed
Semi-Annual Equipment Calibration Service - Automatic BP Monitor,Centrifuge,Dial BP,Dial BP Gauge,Digital Adult Scale,Digital Blood Pressure Device,Digital Pediatric Scale,Manometer,Mechanical Adult S Equipment: 282 https://www.ebiotrack.com/inspection.php?iid=32220
Priority
Standard
Origin
Email
Reason
New Case
Contact
Steve Lynch
Owner
Shelby Robinson
Created
Dec 31, 2025
Work Orders from this Case (1)
WO-01328546 (current) Invoiced
Inspection • Nick O'Neill
Created: Dec 31, 2025 • Closed: Mar 31, 2026
Completed with significant delays
Invoiced • 228 days old
🚨
Primary Delay 42.9 days stuck in "Scheduled"
⏱️
Total Delay 57.5 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
9.0d / 1.0d SLA
Assigned
8.0d / 0.5d SLA
Scheduled
49.0d / 2.0d SLA
Reschedule
1.2d / 2.0d SLA
Closed
1.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

3/31 KSmith -- Rescheduled for today. 9-11am

3/30 KSmith -- Rescheduled for 4/1 with POC. 9-11am

3/27 SRogers: Updating to reschedule - 3/4-full day to finish (majority of remaining items have barcodes damaged/removed, so extra time will be needed to create new IP's).

3/25 SRogers: Updating to reschedule - 143/282 pieces completed. 1-1.5 days left (with one tech) to finish.

1/23 KSmith -- Scheduled for 3/23-3/25 with Steve.

1/20 KSmith -- Sent email to schedule for 3/23-3/25

1/15 KSmith -- Sent email to schedule for 3/23-3/25

1/13 KSmith -- Sent email to schedule for 3/23-3/25

🔧 Work Performed
Semi-Annual Equipment Calibration Service
🔍 Technician Findings
Semi-Annual Equipment Calibration Service
⚠️ Problem Description
Semi-Annual Equipment Calibration Service - Automatic BP Monitor,Centrifuge,Dial BP,Dial BP Gauge,Digital Adult Scale,Digital Blood Pressure Device,Digital Pediatric Scale,Manometer,Mechanical Adult S Equipment: 282 https://www.ebiotrack.com/inspection.php?iid=32220

Timeline

📞
Case Linked Dec 31, 12:01 AM
Case Number: 00555167
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
2 Work Order Created Dec 31, 10:21 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Shelby Robinson
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
⚠️ 9.0 business days
👷
2 Technician Assigned Jan 13, 10:26 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 13d 0h
⚠️ 8.0 business days
🗓️
2 Status: Scheduled Jan 23, 11:32 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-03-23T13:00:00.000+0000
🚨 39.0 business days
📅
Dispatch Scheduled by Kourtney Smith Mar 19, 11:29 AM
Scheduled For: 2026-03-23T18:00:00.000+0000
4.0 business days
⏱️
3x Labor Added Mar 24, 9:52 AM
Type: Labor
Status: Open
Qty: 2.5, 5.5
🔄
Status: Reschedule by Shawn Rogers Mar 25, 8:11 AM
From: Scheduled
To: Reschedule
Duration in Previous: 60d 19h
🆕
3 Status: Entered Mar 25, 8:58 AM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kourtney Smith
Technician: Kaylee Tran
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-03-27T13:00:00.000+0000
3.0 business days
🆕
3 Status: Entered Mar 27, 8:49 AM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kourtney Smith
Technician: David Cavaco
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-03-27T15:00:00.000+0000
⏱️
2x Labor Added Mar 27, 4:14 PM
Type: Labor
Status: Open
Qty: 3, 2
🔄
Status: Reschedule by Shawn Rogers Mar 27, 7:15 PM
From: Scheduled
To: Reschedule
Duration in Previous: 10h 25m
1.6 business days
🆕
3 Status: Entered Mar 30, 8:47 AM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kourtney Smith
Technician: a0h8Y00000HmPmRQAV, Nick O'Neill
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-04-01T13:00:00.000+0000
📅
Dispatch Scheduled by Kourtney Smith Mar 31, 8:01 AM
Scheduled For: 2026-03-31T13:00:00.000+0000
⏱️
2 3x Labor Added Mar 31, 8:42 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Nick O'Neill
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 1d 11h, 0m
📄
2 Status: Ready to Bill Apr 1, 9:59 AM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
4.0 business days
🧾
Invoice Created Apr 6, 7:58 AM
Invoice Number: SM-258018

Bottlenecks

Ready for Scheduling
Duration: 9.0 business days (threshold: 1.0 business days)
Exceeded by 8.0 business days
Assigned
Duration: 8.0 business days (threshold: 4.0 business hours)
Exceeded by 7.5 business days
Scheduled
Duration: 42.9 business days (threshold: 2.0 business days)
Exceeded by 40.9 business days
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Scheduled
Duration: 2.1 business days (threshold: 2.0 business days)
Exceeded by 0.7 business hours

🔗 Related Artifacts

📞
Case 00555167
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Nick O'Neill
Scheduled
Mar 31, 9:00 AM
Created
Dec 31, 10:21 AM
Invoice #
SM-258018

Work Details (8)

Name Type Status Qty Amount Date
WL-03156570 Labor Open 2.5 $0.00 Mar 24, 9:52 AM
WL-03156571 Labor Open 5.5 $0.00 Mar 24, 9:52 AM
WL-03156572 Labor Open 2 $0.00 Mar 24, 9:52 AM
WL-03163355 Labor Open 3 $0.00 Mar 27, 4:14 PM
WL-03163356 Labor Open 2 $0.00 Mar 27, 4:14 PM
WL-03167900 Labor Open 2 $0.00 Mar 31, 8:42 PM
WL-03167901 Labor Open 4.5 $7,800.00 Mar 31, 8:42 PM
WL-03167902 Labor Open 2 $75.00 Mar 31, 8:42 PM

Details