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WO-01328547 ↗ ServiceMax

Atrius Health • Calibration • PSM

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

Dec 31, 2025 → Mar 27, 2026

✅ Completed
PSM
SLA Clock
Last business day of December 2025 · Target: Dec 31, 2025
✗ SLA Missed (58 biz days late)
Active: 59 biz days
🕐 Clock stopped: Completed (Mar 27, 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
Created: Dec 31, 2025 Completed: Mar 27, 2026
Show SLA Clock Detail (11 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
Dispatch 0.0d
Coordinators 63.9d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
63.9 days
Over SLA
Created: Dec 31, 2025 Due: Mar 31, 2026 Completed: Mar 27, 2026 (4 days early)
📅
60.0 days Total Age
⏱️
42.9d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
59.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
2 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00555168
eBiotrack - Automated New Inspection Created
Closed
Semi-Annual Equipment Calibration Service - Infusion Pump Equipment: 6 https://www.ebiotrack.com/inspection.php?iid=32221
Priority
Standard
Origin
Email
Reason
New Case
Contact
Steve Lynch
Owner
Shelby Robinson
Created
Dec 31, 2025
Work Orders from this Case (1)
WO-01328547 (current) Invoiced
Calibration • David Cavaco
Created: Dec 31, 2025 • Closed: Mar 27, 2026
Completed with significant delays
Invoiced • 228 days old
🚨
Primary Delay 42.9 days stuck in "Scheduled"
⏱️
Total Delay 59.0 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
46.8d / 2.0d SLA
Reschedule
0.1d / 2.0d SLA
Closed
2.5d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

3/25 SRogers: Updating to reschedule - to be scheduled along with WO-01328546

1/23 KSmith -- Scheduled for 3/23-3/25 with Steve on WO-01328546

1/20 KSmith -- Sent email to schedule for 3/23-3/25. Logged on WO-01328546

1/15 KSmith -- Sent email to schedule for 3/23-3/25. Logged on WO-01328546

1/13 KSmith -- Sent email to schedule for 3/23-3/25. Logged on WO-01328546

🔧 Work Performed
Semi-Annual Equipment Calibration Service - Infusion Pump
🔍 Technician Findings
Semi-Annual Equipment Calibration Service - Infusion Pump
⚠️ Problem Description
Semi-Annual Equipment Calibration Service - Infusion Pump Equipment: 6 https://www.ebiotrack.com/inspection.php?iid=32221

Timeline

📞
Case Linked Dec 31, 12:01 AM
Case Number: 00555168
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Dec 31, 10:24 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, 10:28 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
🚨 42.9 business days
🔄
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
⏱️
▶
2 2x Labor Added Mar 27, 3:40 PM
2x Labor Added → Status: Completed
✔️
Status: Completed by DAVID CAVACO
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 6h 50m
⏳ 3.0 business days
📄
▶
2 Status: Ready to Bill Mar 31, 12:34 PM
Status: Ready to Bill → Invoice Created
🧾
Invoice Created
Invoice Number: SM-257905

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
Closed
Duration: 2.5 business days (threshold: 1.0 business days)
Exceeded by 1.5 business days

🔗 Related Artifacts

📞
Case 00555168
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Calibration
Branch
Edge
Technician
David Cavaco
Scheduled
Mar 27, 11:00 AM
Created
Dec 31, 10:24 AM
Invoice #
SM-257905

Work Details (2)

Name Type Status Qty Amount Date
WL-03163272 Labor Open 1 $75.00 Mar 27, 3:40 PM
WL-03163273 Labor Open 1.5 $1,080.00 Mar 27, 3:40 PM

Details