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WO-01339749 ↗ ServiceMax

NaphCare • Inspection • PSM

📍 NaphCare - Atlanta City Detention Center -5082 — 254 PeachTree Street SW, Atlanta GA, 30303

Jan 26, 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: 34 biz days
🕐 Clock stopped: Completed (Mar 16, 2026)
▶ Clock Running
Status: Created
Jan 26 → Jan 26, 2026
0 business days (counted)
Running total: 0 of ? biz days used
27d
▶ Clock Running
Status: Ready for Scheduling
Jan 26 → Mar 5, 2026
27 business days (counted)
Running total: 27 of ? biz days used
▶ Clock Running
Status: On Hold
Mar 5 → Mar 5, 2026
0 business days (counted)
Running total: 27 of ? biz days used
▶ Clock Running
Status: Reschedule
Mar 5 → Mar 9, 2026
2 business days (counted)
Running total: 29 of ? biz days used
▶ Clock Running
Status: Assigned
Mar 9 → Mar 13, 2026
4 business days (counted)
Running total: 33 of ? biz days used
▶ Clock Running
Status: Scheduled
Mar 13 → Mar 16, 2026
1 business day (counted)
Running total: 34 of ? biz days used
▶ Clock Running
Status: Tech On Site
Mar 16 → Mar 16, 2026
0 business days (counted)
Running total: 34 of ? biz days used
Created: Jan 26, 2026 Completed: Mar 16, 2026
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Jan 26 → Jan 26 Created ▶ Running 0 0
Jan 26 → Mar 5 Ready for Scheduling ▶ Running 27 27
Mar 5 → Mar 5 On Hold ▶ Running 0 27
Mar 5 → Mar 9 Reschedule ▶ Running 2 29
Mar 9 → Mar 13 Assigned ▶ Running 4 33
Mar 13 → Mar 16 Scheduled ▶ Running 1 34
Mar 16 → Mar 16 Tech On Site ▶ Running 0 34
Dispatch 0.0d
Coordinators 36.2d
Field Work 0.5d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
36.2 days
Over SLA
Field Work
0.5 days
Created: Jan 26, 2026 Due: Mar 31, 2026 Completed: Mar 16, 2026 (15 days early)
📅
35.0 days Total Age
⏱️
28.0d in Ready for Scheduling Longest Stage
🔄
8 transitions Status Changes
⚠️
32.3d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00561989
eBiotrack - Automated New Inspection Created
Closed
Annual Equipment Electrical Safety Test And Calibration Service 49 pieces https://www.ebiotrack.com/inspection.php?iid=32671
Priority
Standard
Origin
Email
Reason
New Case
Contact
Courtney Lassiter
Owner
Sherry Reich
Created
Jan 26, 2026
Work Orders from this Case (1)
WO-01339749 (current) Invoiced
Inspection • Dylan Ingraham
Created: Jan 26, 2026 • Closed: Mar 16, 2026
Completed with significant delays
Invoiced • 202 days old
🚨
Primary Delay 28.0 days stuck in "Ready for Scheduling"
⏱️
Total Delay 32.3 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
28.0d / 1.0d SLA
Reschedule
2.1d / 2.0d SLA
Assigned
4.4d / 0.5d SLA
Scheduled
1.8d / 2.0d SLA
Tech On Site
0.3d / 1.0d SLA
Completed
0.2d / 1.0d SLA
Closed
2.4d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

3/13/26 AJinerson - Received email back from Keisha Burgess confirming tech visit for Monday, 3/16 with eta between 9am-11am.

POC:

Arrival instructions:


3/13/26 AJinerson - Sent email back to Keisha offering tech visit on Monday, 3/16 with eta between 9am-11am.

3/13/26 AJinerson - Received email from Keisha Burgess asking for date/time, saying they can schedule any dates except for the ones below in March:

3/17

3/18

3/24

3/31 


3/13/26 AJinerson - Sent email to Courtney asking if they will please let us know once we have clearance for tech visit to proceed with scheduling service.

3/13/26 AJinerson - Tech emailed ID to customer.

3/13/26 AJinerson - Following up again with tech to see if they have provided customer with their ID per customer's request in order to proceed with scheduling their inspections.


3/9/26 AJinerson - Checking back in w/ tech to see if they sent in photo copy of ID to customer in order to obtain clearance and proceed with scheduling services.


3/5/26 AJinerson - Call logged on WO-01339749. Called Courtney to schedule tech visit. Per Courtney they will need us to send over via email the list of things below, to proceed with confirming clearance. Once clearance confirmed, we will be able to proceed with scheduling. 

Regardless if tech has been on site previously or not, we will need to send this info. 

Need to email to courtney.lassiter@naphcare.com :

  • Tech Name
  • Photo ID
  • List of tools/equipment 

3/4/26 AJinerson - Called site to schedule tech visit for inspection service. Left VM regarding scheduling tech visit. 

🔧 Work Performed
3/16 DI: ARRIVED TO SITE AND CHECKED IN WITH SECURITY & CUSTOMER. COMPLETED ANNUAL INSPECTION SERVICE OF 42 DEVICES (41 PASS / 1 FAIL). VERIFIED THAT ALL AREAS / DEVICES HAD BEEN INSPECTED. ARCHIVED OLD / MISSING DEVICES. ADVISED CUSTOMER OF EQUIPMENT STATUS AND RETURNED ALL PASSING DEVICES TO SERVICE
🔍 Technician Findings
3/16 DI: ANNUAL INSPECTION SERVICE
⚠️ Problem Description
Annual Equipment Electrical Safety Test And Calibration Service 49 pieces https://www.ebiotrack.com/inspection.php?iid=32671

Timeline

📞
Case Linked Jan 26, 6:00 AM
Case Number: 00561989
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Jan 26, 11:16 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
🚨 28.0 business days
⏸️
Status: On Hold by Mark Joseph Mar 5, 6:29 PM
From: Ready for Scheduling, On Hold
To: On Hold, Reschedule
Duration in Previous: 38d 7h, 0m
⏳ 2.7 business days
👷
▶
2 Status: Assigned Mar 9, 4:48 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Abby Jinerson
Technician: Dylan Ingraham
⏳ 4.9 business days
🗓️
▶
2 Status: Scheduled Mar 13, 1:47 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Abby Jinerson
Scheduled For: 2026-03-16T13:00:00.000+0000
⏳ 2.0 business days
🔧
Status: Tech On Site by Dylan Ingraham Mar 16, 12:45 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 22h
⏱️
▶
2 5x Labor Added Mar 16, 3:12 PM
5x Labor Added → Status: Completed
✔️
Status: Completed by Dylan Ingraham
From: Tech On Site
To: Completed
Duration in Previous: 2h 27m
⏱️
▶
2 Labor Added Mar 16, 4:40 PM
Labor Added → Status: Closed
🏁
Status: Closed by Dylan Ingraham
From: Completed
To: Closed
Duration in Previous: 1h 28m
⏳ 2.9 business days
📄
Status: Ready to Bill by Diane Patton Mar 18, 10:42 AM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 1d 18h, 0m
⏳ 3.0 business days
🧾
Invoice Created Mar 22, 6:55 PM
Invoice Number: SM-256793

Bottlenecks

Ready for Scheduling
Duration: 28.0 business days (threshold: 1.0 business days)
Exceeded by 27.0 business days
Reschedule
Duration: 2.1 business days (threshold: 2.0 business days)
Exceeded by 0.5 business hours
Assigned
Duration: 4.4 business days (threshold: 4.0 business hours)
Exceeded by 3.9 business days
Closed
Duration: 2.4 business days (threshold: 1.0 business days)
Exceeded by 1.4 business days

🔗 Related Artifacts

📞
Case 00561989
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Dylan Ingraham
Scheduled
Mar 16, 9:00 AM
Created
Jan 26, 11:16 AM
Invoice #
SM-256793

Work Details (6)

Name Type Status Qty Amount Date
WL-03145839 Labor Open 1.5 $0.00 Mar 16, 3:12 PM
WL-03145840 Labor Open 3 $1,910.00 Mar 16, 3:12 PM
WL-03145841 Travel Open 31 - Mar 16, 3:12 PM
WL-03145842 Travel Open 31 - Mar 16, 3:12 PM
WL-03145843 Expenses Open 1 $0.00 Mar 16, 3:12 PM
WL-03146163 Labor Open 1.5 $0.00 Mar 16, 4:40 PM

Details