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WO-01338531 ↗ ServiceMax

Oak Street Health • Inspection • PSM

📍 Oak Street Health - Cambria Heights — 222-19 Linden Blvd., Jamaica NY, 11411

Jan 20, 2026 → Mar 16, 2026

✅ Completed
PSM
SLA Clock
Last business day of January 2026 · Target: Jan 30, 2026
✗ SLA Missed (29 biz days late)
Active: 38 biz days
🕐 Clock stopped: Completed (Mar 16, 2026)
▶ Clock Running
Status: Created
Jan 20 → Jan 20, 2026
0 business days (counted)
Running total: 0 of ? biz days used
6d
▶ Clock Running
Status: Ready for Scheduling
Jan 20 → Jan 28, 2026
6 business days (counted)
Running total: 6 of ? biz days used
▶ Clock Running
Status: Assigned
Jan 28 → Jan 30, 2026
2 business days (counted)
Running total: 8 of ? biz days used
30d
▶ Clock Running
Status: Scheduled
Jan 30 → Mar 16, 2026
30 business days (counted)
Running total: 38 of ? biz days used
▶ Clock Running
Status: Tech On Site
Mar 16 → Mar 16, 2026
0 business days (counted)
Running total: 38 of ? biz days used
Created: Jan 20, 2026 Completed: Mar 16, 2026
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Jan 20 → Jan 20 Created ▶ Running 0 0
Jan 20 → Jan 28 Ready for Scheduling ▶ Running 6 6
Jan 28 → Jan 30 Assigned ▶ Running 2 8
Jan 30 → Mar 16 Scheduled ▶ Running 30 38
Mar 16 → Mar 16 Tech On Site ▶ Running 0 38
Dispatch 0.0d
Coordinators 40.9d
Field Work 0.7d
Billing 11.8d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
40.9 days
Over SLA
Field Work
0.7 days
Billing
11.8 days
Over SLA
Created: Jan 20, 2026 Due: Mar 31, 2026 Completed: Mar 16, 2026 (15 days early)
📅
39.0 days Total Age
⏱️
31.0d in Scheduled Longest Stage
🔄
9 transitions Status Changes
⚠️
48.5d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
8 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00560336
eBiotrack - Automated New Inspection Created
Closed
Annual Equipment Electrical Safety Test And Calibration Service 119 Pcs https://www.ebiotrack.com/inspection.php?iid=32550
Priority
Standard
Origin
Email
Reason
New Case
Contact
Denise Conway
Owner
Kimberly Hardison
Created
Jan 20, 2026
Work Orders from this Case (1)
WO-01338531 (current) Invoiced
Inspection • Mohamed Shareed
Created: Jan 20, 2026 • Closed: Mar 16, 2026
Completed with significant delays
Invoiced • 208 days old
🚨
Primary Delay 31.0 days stuck in "Scheduled"
⏱️
Total Delay 48.5 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
7.0d / 1.0d SLA
Assigned
2.9d / 0.5d SLA
Scheduled
31.0d / 2.0d SLA
Tech On Site
0.7d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.4d / 1.0d SLA
Ready to Bill
11.7d / 1.0d SLA
Invoice Pending
0.1d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
1/30 KSmith -- Scheduled for 3/16 with Shaune. 9-11am

1/30 KSmith -- Sent email to schedule for 3/16

1/28 KSmith -- Sent email to schedule for 3/16

🔧 Work Performed
Completed annual inspection all work documented in ebiotrack S.O #: 256-16370-32550
🔍 Technician Findings
Completed annual inspection all work documented in ebiotrack S.O #: 256-16370-32550
⚠️ Problem Description
Annual Equipment Electrical Safety Test And Calibration Service 119 Pcs https://www.ebiotrack.com/inspection.php?iid=32550

Timeline

📞
Case Linked Jan 20, 6:02 AM
Case Number: 00560336
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Jan 20, 8:41 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
⚠️ 7.0 business days
👷
▶
2 Technician Assigned Jan 28, 11:31 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 8d 2h
⏳ 3.0 business days
🗓️
▶
2 Status: Scheduled Jan 30, 10:41 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-03-16T14:00:00.000+0000, 2026-03-16T13:00:00.000+0000
🚨 25.0 business days
📅
Dispatch Scheduled by Kourtney Smith Mar 6, 11:08 AM
Scheduled For: 2026-03-16T14:00:00.000+0000
⚠️ 7.0 business days
🔧
Status: Tech On Site by Mohamed Shareed Mar 16, 10:59 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 44d 23h
🔩
Parts Added Mar 16, 4:23 PM
Type: Parts
Status: Open
Qty: 1
⏱️
▶
3 7x Labor Added Mar 16, 4:33 PM
7x Labor Added → Status: Completed → Status: Closed
✔️
Status: Completed by Mohamed Shareed
From: Tech On Site
To: Completed
Duration in Previous: 5h 35m
🏁
Status: Closed by Mohamed Shareed
From: Completed
To: Closed
Duration in Previous: 3m
📄
Status: Ready to Bill by Diane Patton Mar 17, 2:37 PM
From: Closed
To: Ready to Bill
Duration in Previous: 21h 58m
🚨 12.0 business days
📨
Status: Invoice Pending by Diane Patton Apr 1, 5:31 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 15d 2h
🧾
▶
2 Invoice Created Apr 1, 6:10 PM
Invoice Created → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 39m

Bottlenecks

Ready for Scheduling
Duration: 7.0 business days (threshold: 1.0 business days)
Exceeded by 6.0 business days
Assigned
Duration: 2.9 business days (threshold: 4.0 business hours)
Exceeded by 2.4 business days
Scheduled
Duration: 31.0 business days (threshold: 2.0 business days)
Exceeded by 29.0 business days
Closed
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.4 business hours
Ready to Bill
Duration: 11.7 business days (threshold: 1.0 business days)
Exceeded by 10.7 business days

🔗 Related Artifacts

📞
Case 00560336
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Mohamed Shareed
Scheduled
Mar 16, 10:00 AM
Created
Jan 20, 8:41 AM
Invoice #
SM-258111

Work Details (8)

Name Type Status Qty Amount Date
WL-03146076 Parts Open 1 $51.25 Mar 16, 4:23 PM
WL-03146125 Labor Open 1.25 $0.00 Mar 16, 4:33 PM
WL-03146126 Labor Open 4.5 $2,508.40 Mar 16, 4:33 PM
WL-03146127 Labor Open 0.75 $0.00 Mar 16, 4:33 PM
WL-03146128 Travel Open 38 - Mar 16, 4:33 PM
WL-03146129 Travel Open 16 - Mar 16, 4:33 PM
WL-03146130 Expenses Open 1 $0.00 Mar 16, 4:33 PM
WL-03146131 Expenses Open 1 $0.00 Mar 16, 4:33 PM

Details