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WO-01339520 ↗ ServiceMax

CenterWell (Humana) • Inspection • PSM

📍 Centerwell- Murfreesboro — 1715 S. Rutherford Blvd. Suite A, Murfreesboro TN, 37130

Jan 23, 2026 → Apr 8, 2026

✅ Completed
PSM
SLA Clock
Last business day of January 2026 · Target: Jan 30, 2026
✗ SLA Missed (46 biz days late)
Active: 52 biz days
🕐 Clock stopped: Completed (Apr 8, 2026)
▶ Clock Running
Status: Created
Jan 23 → Jan 23, 2026
0 business days (counted)
Running total: 0 of ? biz days used
16d
▶ Clock Running
Status: Ready for Scheduling
Jan 23 → Feb 17, 2026
16 business days (counted)
Running total: 16 of ? biz days used
26d
▶ Clock Running
Status: Assigned
Feb 17 → Mar 25, 2026
26 business days (counted)
Running total: 42 of ? biz days used
10d
▶ Clock Running
Status: Scheduled
Mar 25 → Apr 8, 2026
10 business days (counted)
Running total: 52 of ? biz days used
▶ Clock Running
Status: Tech On Site
Apr 8 → Apr 8, 2026
0 business days (counted)
Running total: 52 of ? biz days used
Created: Jan 23, 2026 Completed: Apr 8, 2026
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Jan 23 → Jan 23 Created ▶ Running 0 0
Jan 23 → Feb 17 Ready for Scheduling ▶ Running 16 16
Feb 17 → Mar 25 Assigned ▶ Running 26 42
Mar 25 → Apr 8 Scheduled ▶ Running 10 52
Apr 8 → Apr 8 Tech On Site ▶ Running 0 52
Dispatch 0.0d
Coordinators 54.6d
Field Work 0.5d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
54.6 days
Over SLA
Field Work
0.5 days
Created: Jan 23, 2026 Due: Mar 31, 2026 Completed: Apr 8, 2026 (7 days late)
📅
53.0 days Total Age
⏱️
26.6d in Assigned Longest Stage
🔄
6 transitions Status Changes
⚠️
51.8d 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 #00561563
eBiotrack - Automated New Inspection Created
Closed
Annual Equipment Electrical Safety Test And Calibration Service 40 pieces https://www.ebiotrack.com/inspection.php?iid=32640
Priority
Standard
Origin
Email
Reason
New Case
Contact
Jake Sherman
Owner
Sherry Reich
Created
Jan 23, 2026
Work Orders from this Case (1)
WO-01339520 (current) Invoiced
Inspection • Michael Swingle
Created: Jan 23, 2026 • Closed: Apr 8, 2026
Completed with significant delays
Invoiced • 205 days old
🚨
Primary Delay 26.6 days stuck in "Assigned"
⏱️
Total Delay 51.8 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
17.0d / 1.0d SLA
Assigned
26.6d / 0.5d SLA
Scheduled
11.0d / 2.0d SLA
Tech On Site
0.5d / 1.0d SLA
Closed
1.7d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

3/24 MOwens Beth replied back that 3/26 would not work to schedule the visit. I replied back offering the next open date for the FSE on 4/8. Beth replied back that date will work for her.

3/24 MOwens Tried to call Beth Marty but was not able to leave a vm. Sent a FU email to Beth as well.

3/4 MOwens Sent email to Beth Marty/Jake Sherman requesting to schedule the inspection visit on 3/20 after 12pm.

🔧 Work Performed
performed an inspection and electrical testing on all Biomed equipment. I placed all equipment back into service and is ready for use.
🔍 Technician Findings
I arrived on site to do an inspection on the BioMed equipment.
⚠️ Problem Description
Annual Equipment Electrical Safety Test And Calibration Service 40 pieces https://www.ebiotrack.com/inspection.php?iid=32640

Timeline

📞
Case Linked Jan 23, 6:00 AM
Case Number: 00561563
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
2 Work Order Created Jan 23, 9:53 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
🚨 17.0 business days
👷
2 Technician Assigned Feb 17, 2:16 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 25d 4h
🚨 27.0 business days
🗓️
2 Status: Scheduled Mar 25, 9:19 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2026-04-08T13:00:00.000+0000
🚨 11.0 business days
🔧
Status: Tech On Site by MICHAEL SWINGLE Apr 8, 10:36 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 14d 1h
⏱️
3x Labor Added Apr 8, 2:13 PM
Type: Labor, Travel
Status: Open
Qty: 1.1, 3.7333333333333, 57
✔️
Status: Completed by MICHAEL SWINGLE Apr 8, 2:18 PM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 3h 41m, 0m
📄
Status: Ready to Bill by Diane Patton Apr 9, 11:15 AM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 20h 56m, 0m
2.0 business days
🧾
Invoice Created Apr 10, 4:13 PM
Invoice Number: SM-258784

Bottlenecks

Ready for Scheduling
Duration: 17.0 business days (threshold: 1.0 business days)
Exceeded by 16.0 business days
Assigned
Duration: 26.6 business days (threshold: 4.0 business hours)
Exceeded by 26.1 business days
Scheduled
Duration: 11.0 business days (threshold: 2.0 business days)
Exceeded by 9.0 business days
Closed
Duration: 1.7 business days (threshold: 1.0 business days)
Exceeded by 5.7 business hours

🔗 Related Artifacts

📞
Case 00561563
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Michael Swingle
Scheduled
Apr 8, 9:00 AM
Created
Jan 23, 9:53 AM
Invoice #
SM-258784

Work Details (3)

Name Type Status Qty Amount Date
WL-03177837 Labor Open 1.1 $0.00 Apr 8, 2:13 PM
WL-03177838 Labor Open 3.7333333333333 $1,292.00 Apr 8, 2:13 PM
WL-03177839 Travel Open 57 - Apr 8, 2:13 PM

Details