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WO-01328552 ↗ ServiceMax

Atrius Health • Inspection • PSM

📍 Atrius Health - Wellesley — 230 Worcester Street, Wellesley MA, 02481

Dec 31, 2025 → Mar 13, 2026

✅ Completed
PSM
SLA Clock
Last business day of December 2025 · Target: Dec 31, 2025
✗ SLA Missed (48 biz days late)
Active: 49 biz days
🕐 Clock stopped: Completed (Mar 13, 2026)
▶ Clock Running
Status: Created
Dec 31 → Dec 31, 2025
0 business days (counted)
Running total: 0 of ? biz days used
30d
▶ Clock Running
Status: Ready for Scheduling
Dec 31 → Feb 13, 2026
30 business days (counted)
Running total: 30 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 13 → Feb 17, 2026
1 business day (counted)
Running total: 31 of ? biz days used
14d
▶ Clock Running
Status: Scheduled
Feb 17 → Mar 9, 2026
14 business days (counted)
Running total: 45 of ? biz days used
▶ Clock Running
Status: Tech On Site
Mar 9 → Mar 9, 2026
0 business days (counted)
Running total: 45 of ? biz days used
▶ Clock Running
Status: Tech Off Site
Mar 9 → Mar 10, 2026
1 business day (counted)
Running total: 46 of ? biz days used
▶ Clock Running
Status: Tech On Site
Mar 10 → Mar 10, 2026
0 business days (counted)
Running total: 46 of ? biz days used
▶ Clock Running
Status: Scheduled
Mar 10 → Mar 11, 2026
1 business day (counted)
Running total: 47 of ? biz days used
▶ Clock Running
Status: Tech Off Site
Mar 11 → Mar 11, 2026
0 business days (counted)
Running total: 47 of ? biz days used
▶ Clock Running
Status: Scheduled
Mar 11 → Mar 12, 2026
1 business day (counted)
Running total: 48 of ? biz days used
▶ Clock Running
Status: Tech Off Site
Mar 12 → Mar 13, 2026
1 business day (counted)
Running total: 49 of ? biz days used
▶ Clock Running
Status: Tech On Site
Mar 13 → Mar 13, 2026
0 business days (counted)
Running total: 49 of ? biz days used
Created: Dec 31, 2025 Completed: Mar 13, 2026
Show SLA Clock Detail (12 periods)
Period Status Clock Biz Days Running Total
Dec 31 → Dec 31 Created ▶ Running 0 0
Dec 31 → Feb 13 Ready for Scheduling ▶ Running 30 30
Feb 13 → Feb 17 Assigned ▶ Running 1 31
Feb 17 → Mar 9 Scheduled ▶ Running 14 45
Mar 9 → Mar 9 Tech On Site ▶ Running 0 45
Mar 9 → Mar 10 Tech Off Site ▶ Running 1 46
Mar 10 → Mar 10 Tech On Site ▶ Running 0 46
Mar 10 → Mar 11 Scheduled ▶ Running 1 47
Mar 11 → Mar 11 Tech Off Site ▶ Running 0 47
Mar 11 → Mar 12 Scheduled ▶ Running 1 48
Mar 12 → Mar 13 Tech Off Site ▶ Running 1 49
Mar 13 → Mar 13 Tech On Site ▶ Running 0 49
Dispatch 0.0d
Coordinators 49.7d
Field Work 6.5d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
49.7 days
Over SLA
Field Work
6.5 days
Billing
0.0 days
Created: Dec 31, 2025 Due: Mar 31, 2026 Completed: Mar 13, 2026 (18 days early)
📅
50.0 days Total Age
⏱️
31.0d in Ready for Scheduling Longest Stage
🔄
15 transitions Status Changes
⚠️
43.9d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
43 lines Work Details
🚩
6 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚨
6 On-Site Visits
6 on-site visits — critical red flag: repeated failure to resolve
👤 Self-scheduled by Bernard Thompson — scheduling delays attributed to technician, not coordinators
Visit 1 Mar 8, 2026
Visit 2 Mar 9, 2026
Visit 3 Mar 10, 2026
Visit 4 Mar 11, 2026
Visit 5 Mar 12, 2026
Visit 6 Mar 13, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00555170
eBiotrack - Automated New Inspection Created
Closed
Inspection: Annual Equipment Electrical Safety Test And Calibration Service 898 pcs https://www.ebiotrack.com/inspection.php?iid=32222
Priority
Standard
Origin
Email
Reason
New Case
Contact
Chris Houston
Owner
Jessica Sells
Created
Dec 31, 2025
Work Orders from this Case (1)
WO-01328552 (current) Invoiced
Inspection • Bernard Thompson
Created: Dec 31, 2025 • Closed: Mar 13, 2026
Completed with significant delays
Invoiced • 228 days old
🚨
Primary Delay 31.0 days stuck in "Ready for Scheduling"
⏱️
Total Delay 43.9 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
31.0d / 1.0d SLA
Assigned
1.7d / 0.5d SLA
Scheduled
17.0d / 2.0d SLA
Tech On Site
2.2d / 1.0d SLA
Tech Off Site
3.5d / 2.0d SLA
Completed
0.8d / 1.0d SLA
Closed
1.3d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/17 KSmith -- Scheduled for 3/9-3/13 with Bobby. Shawn is working on another FSE to assist covering this (Bernard)

2/16 KSmith -- Bobby questioned which inspection this one is for. Advised its the annual and sent Bobby the equipment list and am awaiting response.

2/16 KSmith -- Sent email to schedule for 3/9-3/19 (Nick and Duff assisting)

2/13 KSmith -- Sent email to schedule for 3/9-3/19 (Nick and Duff assisting)

2/4 KSmith -- Shawn is working on getting 2 FSEs to cover this inspection (Bernard, Duff)

🔧 Work Performed
Annual Equipment Electrical Safety Test And Calibration Service
🔍 Technician Findings
Annual inspection.
⚠️ Problem Description
Inspection: Annual Equipment Electrical Safety Test And Calibration Service 898 pcs https://www.ebiotrack.com/inspection.php?iid=32222

Timeline

📞
Case Linked Dec 31, 12:01 AM
Case Number: 00555170
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Dec 31, 10:42 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
🚨 31.0 business days
👷
▶
2 Technician Assigned Feb 13, 1:03 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 44d 2h
⏳ 2.0 business days
👷
▶
3 Technician Assigned Feb 17, 3:55 PM
Technician Assigned → Dispatch Scheduled → Status: Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-03-11T13:00:00.000+0000, 2026-03-09T13:00:00.000+0000
🗓️
Status: Scheduled by Kourtney Smith
From: Assigned
To: Scheduled
Duration in Previous: 4d 2h
🚨 15.0 business days
🔧
Status: Tech On Site by Bernard Thompson Mar 9, 9:27 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 19d 16h
🚗
Status: Tech Off Site by Bernard Thompson Mar 9, 5:20 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 7h 53m
🔧
Status: Tech On Site by Bernard Thompson Mar 10, 8:20 AM
From: Tech Off Site
To: Tech On Site
Duration in Previous: 15h 0m
🗓️
▶
3 Status: Scheduled Mar 10, 3:28 PM
Status: Scheduled → Dispatch Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-03-12T13:00:00.000+0000
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-03-11T14:00:00.000+0000
📅
Dispatch Scheduled by Kourtney Smith Mar 10, 4:42 PM
Scheduled For: 2026-03-11T18:00:00.000+0000
🚗
Status: Tech Off Site by Bernard Thompson Mar 10, 8:27 PM
From: Scheduled
To: Tech Off Site
Duration in Previous: 4h 59m
🗓️
▶
2 Status: Scheduled Mar 11, 8:23 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-03-09T12:00:00.000+0000
📅
Dispatch Scheduled by Kourtney Smith Mar 11, 3:54 PM
Scheduled For: 2026-03-11T14:00:00.000+0000, 2026-03-11T18:00:00.000+0000
💵
▶
2 6x Expenses Added Mar 11, 5:17 PM
6x Expenses Added → 2x Labor Added
⏱️
2x Labor Added
Type: Labor, Travel
Status: Open
Qty: 5.5, 275
⏱️
▶
2 9x Labor Added Mar 11, 5:28 PM
9x Labor Added → 7x Travel Added
🚗
7x Travel Added
Type: Travel, Parts
Status: Open
Qty: 5, 3
⏱️
3x Labor Added Mar 11, 6:06 PM
Type: Labor
Status: Open
Qty: 0.5, 4, 2
⏱️
3x Labor Added Mar 12, 10:42 AM
Type: Labor
Status: Open
Qty: 0.5, 4, 2
🚗
Status: Tech Off Site by Bernard Thompson Mar 12, 6:58 PM
From: Scheduled
To: Tech Off Site
Duration in Previous: 1d 10h
🔧
Status: Tech On Site by Bernard Thompson Mar 13, 8:46 AM
From: Tech Off Site
To: Tech On Site
Duration in Previous: 13h 48m
✔️
Status: Completed by Bernard Thompson Mar 13, 11:00 AM
From: Tech On Site
To: Completed
Duration in Previous: 2h 14m
⏱️
▶
2 8x Labor Added Mar 13, 5:40 PM
8x Labor Added → 5x Labor Added
⏱️
5x Labor Added
Type: Labor, Travel
Status: Open
Qty: 0.25, 2.5
🏁
Status: Closed by Bernard Thompson Mar 13, 5:46 PM
From: Completed
To: Closed
Duration in Previous: 6h 45m
⏳ 1.8 business days
📄
▶
3 Status: Ready to Bill Mar 16, 5:33 PM
Status: Ready to Bill → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
🧾
Invoice Created
Invoice Number: SM-256668

Bottlenecks

Ready for Scheduling
Duration: 31.0 business days (threshold: 1.0 business days)
Exceeded by 30.0 business days
Assigned
Duration: 1.7 business days (threshold: 4.0 business hours)
Exceeded by 1.2 business days
Scheduled
Duration: 14.4 business days (threshold: 2.0 business days)
Exceeded by 12.4 business days
Closed
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.2 business hours

🔗 Related Artifacts

📞
Case 00555170
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Bernard Thompson
Scheduled
Mar 11, 2:00 PM
Created
Dec 31, 10:42 AM
Invoice #
SM-256668

Work Details (43)

Name Type Status Qty Amount Date
WL-03139910 Expenses Open 1 $0.00 Mar 11, 5:17 PM
WL-03139911 Expenses Open 1 $0.00 Mar 11, 5:17 PM
WL-03139912 Expenses Open 1 $0.00 Mar 11, 5:17 PM
WL-03139913 Expenses Open 1 $0.00 Mar 11, 5:17 PM
WL-03139914 Expenses Open 1 $0.00 Mar 11, 5:17 PM
WL-03139915 Expenses Open 1 $0.00 Mar 11, 5:17 PM
WL-03139925 Labor Open 5.5 $0.00 Mar 11, 5:19 PM
WL-03139926 Travel Open 275 - Mar 11, 5:19 PM
WL-03139952 Labor Open 0.25 $0.00 Mar 11, 5:28 PM
WL-03139953 Labor Open 8 $0.00 Mar 11, 5:28 PM
WL-03139954 Labor Open 0.25 $0.00 Mar 11, 5:28 PM
WL-03139955 Labor Open 0.25 $0.00 Mar 11, 5:28 PM
WL-03139956 Labor Open 10.5 $0.00 Mar 11, 5:28 PM
WL-03139957 Labor Open 0.25 $0.00 Mar 11, 5:28 PM
WL-03139958 Labor Open 0.25 $0.00 Mar 11, 5:28 PM
WL-03139959 Labor Open 10 $0.00 Mar 11, 5:28 PM
WL-03139960 Labor Open 0.25 $0.00 Mar 11, 5:28 PM
WL-03139967 Travel Open 5 - Mar 11, 5:29 PM
WL-03139968 Travel Open 5 - Mar 11, 5:29 PM
WL-03139969 Travel Open 5 - Mar 11, 5:29 PM
WL-03139970 Travel Open 5 - Mar 11, 5:29 PM
WL-03139971 Travel Open 5 - Mar 11, 5:29 PM
WL-03139972 Travel Open 5 - Mar 11, 5:29 PM
WL-03139976 Parts Open 3 $972.00 Mar 11, 5:30 PM
WL-03140048 Labor Open 0.5 $0.00 Mar 11, 6:06 PM
WL-03140049 Labor Open 4 $0.00 Mar 11, 6:06 PM
WL-03140050 Labor Open 2 $0.00 Mar 11, 6:06 PM
WL-03141047 Labor Open 0.5 $0.00 Mar 12, 10:42 AM
WL-03141048 Labor Open 4 $0.00 Mar 12, 10:42 AM
WL-03141049 Labor Open 2 $0.00 Mar 12, 10:42 AM
WL-03143946 Labor Open 0.25 $0.00 Mar 13, 5:40 PM
WL-03143947 Labor Open 9 $0.00 Mar 13, 5:40 PM
WL-03143948 Labor Open 0.25 $0.00 Mar 13, 5:40 PM
WL-03143949 Travel Open 5 - Mar 13, 5:40 PM
WL-03143950 Travel Open 275 - Mar 13, 5:40 PM
WL-03143951 Expenses Open 1 $0.00 Mar 13, 5:40 PM
WL-03143952 Expenses Open 1 $0.00 Mar 13, 5:40 PM
WL-03143953 Expenses Open 1 $0.00 Mar 13, 5:40 PM
WL-03143974 Labor Open 0.25 $0.00 Mar 13, 5:44 PM
WL-03143975 Labor Open 2.5 $8,356.00 Mar 13, 5:44 PM
WL-03143976 Labor Open 5 $75.00 Mar 13, 5:44 PM
WL-03143977 Travel Open 5 - Mar 13, 5:44 PM
WL-03143978 Travel Open 5 - Mar 13, 5:44 PM

Details