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WO-01338530 ↗ ServiceMax

Crossover Health Management Services • Inspection • PSM

📍 Cross Health Medical Group - Fidelity Durham, NC — 100 New Millennium Way (First Floor South Wing), Durham NC, 27709

Jan 20, 2026 → Mar 24, 2026

✅ Completed
PSM
SLA Clock
Last business day of January 2026 · Target: Jan 30, 2026
✗ SLA Missed (35 biz days late)
Active: 44 biz days
🕐 Clock stopped: Completed (Mar 24, 2026)
▶ Clock Running
Status: Created
Jan 20 → Jan 20, 2026
0 business days (counted)
Running total: 0 of ? biz days used
19d
▶ Clock Running
Status: Ready for Scheduling
Jan 20 → Feb 17, 2026
19 business days (counted)
Running total: 19 of ? biz days used
19d
▶ Clock Running
Status: Assigned
Feb 17 → Mar 16, 2026
19 business days (counted)
Running total: 38 of ? biz days used
6d
▶ Clock Running
Status: Scheduled
Mar 16 → Mar 24, 2026
6 business days (counted)
Running total: 44 of ? biz days used
▶ Clock Running
Status: Tech On Site
Mar 24 → Mar 24, 2026
0 business days (counted)
Running total: 44 of ? biz days used
Created: Jan 20, 2026 Completed: Mar 24, 2026
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Jan 20 → Jan 20 Created ▶ Running 0 0
Jan 20 → Feb 17 Ready for Scheduling ▶ Running 19 19
Feb 17 → Mar 16 Assigned ▶ Running 19 38
Mar 16 → Mar 24 Scheduled ▶ Running 6 44
Mar 24 → Mar 24 Tech On Site ▶ Running 0 44
Dispatch 0.0d
Coordinators 46.6d
Field Work 0.2d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
46.6 days
Over SLA
Field Work
0.2 days
Billing
0.0 days
Created: Jan 20, 2026 Due: Mar 31, 2026 Completed: Mar 24, 2026 (7 days early)
📅
45.0 days Total Age
⏱️
20.0d in Ready for Scheduling Longest Stage
🔄
7 transitions Status Changes
⚠️
44.1d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00560335
eBiotrack - Automated New Inspection Created
Closed
Annual Equipment Electrical Safety Test And Calibration Service 24 Pcs https://www.ebiotrack.com/inspection.php?iid=32559
Priority
Standard
Origin
Email
Reason
New Case
Contact
Practice Manager
Owner
Kimberly Hardison
Created
Jan 20, 2026
Work Orders from this Case (1)
WO-01338530 (current) Invoiced
Inspection • Christopher Morning
Created: Jan 20, 2026 • Closed: Mar 24, 2026
Completed with significant delays
Invoiced • 208 days old
🚨
Primary Delay 20.0 days stuck in "Ready for Scheduling"
⏱️
Total Delay 44.1 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
20.0d / 1.0d SLA
Assigned
19.6d / 0.5d SLA
Scheduled
7.0d / 2.0d SLA
Tech On Site
0.2d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

3/16 MOwens Erik replied back that Mon or Tues before noon work the best. Replied back to confirm scheduling the visit for Tues. 3/24 with arrival between 8-9am.

3/10 MOwens Sent email to Erik about good dates for scheduling the inspection during March.

🔧 Work Performed
3-24-26 CTM - Performed Annual Inspection on all medical located . Total of 28 pieces of equipment inspected . ALL PASS . Notified POC Chloe Hennings of findings and completion .
🔍 Technician Findings
3-24-26 CTM - Perform Annual Inspection on all medical located . Notify POC Chloe Hennings of findings and completion .
⚠️ Problem Description
Annual Equipment Electrical Safety Test And Calibration Service 24 Pcs https://www.ebiotrack.com/inspection.php?iid=32559

Timeline

📞
Case Linked Jan 20, 6:01 AM
Case Number: 00560335
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Jan 20, 8:37 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered
To: Ready for Scheduling
Duration in Previous: 1m
🚨 20.0 business days
👷
▶
2 Technician Assigned Feb 17, 2:22 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 28d 5h
🚨 20.0 business days
🗓️
▶
2 Status: Scheduled Mar 16, 11:19 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2026-03-24T12:00:00.000+0000
⚠️ 7.0 business days
🔧
Status: Tech On Site by Christopher Morning Mar 24, 8:04 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 7d 20h
⏱️
2x Labor Added Mar 24, 8:09 AM
Type: Labor, Travel
Status: Open
Qty: 1, 34
⏱️
▶
2 Labor Added Mar 24, 9:53 AM
Labor Added → Status: Completed
✔️
Status: Completed by Christopher Morning
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 1h 49m, 0m
⏳ 2.0 business days
📄
▶
2 Status: Ready to Bill Mar 25, 10:53 AM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⏳ 3.0 business days
🧾
Invoice Created Mar 27, 6:45 PM
Invoice Number: SM-257421

Bottlenecks

Ready for Scheduling
Duration: 20.0 business days (threshold: 1.0 business days)
Exceeded by 19.0 business days
Assigned
Duration: 19.6 business days (threshold: 4.0 business hours)
Exceeded by 19.1 business days
Scheduled
Duration: 7.0 business days (threshold: 2.0 business days)
Exceeded by 5.0 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00560335
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
N/A
Technician
Christopher Morning
Scheduled
Mar 24, 8:00 AM
Created
Jan 20, 8:37 AM
Invoice #
SM-257421

Work Details (3)

Name Type Status Qty Amount Date
WL-03156485 Labor Open 1 $0.00 Mar 24, 8:09 AM
WL-03156486 Travel Open 34 - Mar 24, 8:09 AM
WL-03156573 Labor Open 2 $1,495.00 Mar 24, 9:53 AM

Details