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WO-01339770 ↗ ServiceMax

CenterWell (Humana) • Inspection • PSM

📍 CenterWell - Primary Care Henderson NV — 390 West Lake Mead Pkwy. Suite 120, Henderson NV, 89015

Jan 26, 2026 → Mar 11, 2026

✅ Completed
PSM
SLA Clock
Last business day of January 2026 · Target: Jan 30, 2026
✗ SLA Missed (26 biz days late)
Active: 31 biz days
🕐 Clock stopped: Tech Off Site (Mar 11, 2026)
▶ Clock Running
Status: Created
Jan 26 → Jan 26, 2026
0 business days (counted)
Running total: 0 of ? biz days used
25d
▶ Clock Running
Status: Ready for Scheduling
Jan 26 → Mar 3, 2026
25 business days (counted)
Running total: 25 of ? biz days used
▶ Clock Running
Status: Assigned
Mar 3 → Mar 4, 2026
1 business day (counted)
Running total: 26 of ? biz days used
5d
▶ Clock Running
Status: Scheduled
Mar 4 → Mar 11, 2026
5 business days (counted)
Running total: 31 of ? biz days used
Created: Jan 26, 2026 Tech Off Site: Mar 11, 2026
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Jan 26 → Jan 26 Created ▶ Running 0 0
Jan 26 → Mar 3 Ready for Scheduling ▶ Running 25 25
Mar 3 → Mar 4 Assigned ▶ Running 1 26
Mar 4 → Mar 11 Scheduled ▶ Running 5 31
Dispatch 0.0d
Coordinators 33.7d
Field Work 1.1d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
33.7 days
Over SLA
Field Work
1.1 days
Created: Jan 26, 2026 Due: Mar 31, 2026 Completed: Mar 12, 2026 (19 days early)
📅
32.0 days Total Age
⏱️
25.9d in Ready for Scheduling Longest Stage
🔄
7 transitions Status Changes
⚠️
31.2d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
10 lines Work Details
🏠
2 visits On-Site Trips
📋
Coordinator Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
Visit 1 Mar 9, 2026
Visit 2 Mar 11, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00561995
eBiotrack - Automated New Inspection Created
Closed
Annual Equipment Electrical Safety Test And Calibration Service 112 pieces https://www.ebiotrack.com/inspection.php?iid=32677
Priority
Standard
Origin
Email
Reason
New Case
Contact
Katrina Hagen
Owner
Sherry Reich
Created
Jan 26, 2026
Work Orders from this Case (1)
WO-01339770 (current) Invoiced
Inspection • Michael Russell
Created: Jan 26, 2026 • Closed: Mar 11, 2026
Completed with significant delays
Invoiced • 202 days old
🚨
Primary Delay 25.9 days stuck in "Ready for Scheduling"
⏱️
Total Delay 31.2 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
25.9d / 1.0d SLA
Assigned
1.8d / 0.5d SLA
Scheduled
6.0d / 2.0d SLA
Tech Off Site
1.1d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

3-4 Mburris email from POC Katrina to set 3-9 10am

3-3 Mburris email sent to POC to set

🔧 Work Performed
Initiated equipment inspection and calibration. Due to high facility occupancy and limited room availability, the service could not be completed during this visit. Site visit is scheduled to resume on 03/11/2026 to finalize all pending units. 3/11/2026 finished inspection and calibration
🔍 Technician Findings
Started inspection and calibration
⚠️ Problem Description
Annual Equipment Electrical Safety Test And Calibration Service 112 pieces https://www.ebiotrack.com/inspection.php?iid=32677

Timeline

📞
Case Linked Jan 26, 6:01 AM
Case Number: 00561995
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Jan 26, 12:06 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
🚨 26.0 business days
👷
▶
2 Technician Assigned Mar 3, 12:15 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 36d 0h
🗓️
▶
2 Status: Scheduled Mar 4, 9:06 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-03-09T18:00:00.000+0000
⚠️ 6.0 business days
🚗
▶
2 Status: Tech Off Site Mar 11, 10:17 AM
Status: Tech Off Site → 2x Travel Added
🚗
2x Travel Added
Type: Travel
Status: Open
Qty: 20
⏱️
▶
2 8x Labor Added Mar 11, 8:44 PM
8x Labor Added → Status: Completed
✔️
Status: Completed by Michael Russell
From: Tech Off Site
To: Completed
Duration in Previous: 10h 27m
🏁
Status: Closed by Michael Russell Mar 11, 8:59 PM
From: Completed
To: Closed
Duration in Previous: 13m
⏳ 2.4 business days
📄
Status: Ready to Bill by Diane Patton Mar 13, 3:04 PM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 1d 18h, 0m
⏳ 2.0 business days
🧾
Invoice Created Mar 16, 11:33 AM
Invoice Number: SM-256525

Bottlenecks

Ready for Scheduling
Duration: 25.9 business days (threshold: 1.0 business days)
Exceeded by 24.9 business days
Assigned
Duration: 1.8 business days (threshold: 4.0 business hours)
Exceeded by 1.3 business days
Scheduled
Duration: 6.0 business days (threshold: 2.0 business days)
Exceeded by 4.0 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00561995
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Michael Russell
Scheduled
Mar 9, 2:00 PM
Created
Jan 26, 12:06 PM
Invoice #
SM-256525

Work Details (10)

Name Type Status Qty Amount Date
WL-03138908 Travel Open 20 - Mar 11, 10:22 AM
WL-03138909 Travel Open 20 - Mar 11, 10:22 AM
WL-03140332 Labor Open 1 $0.00 Mar 11, 8:44 PM
WL-03140333 Labor Open 4 $0.00 Mar 11, 8:44 PM
WL-03140334 Labor Open 1 $0.00 Mar 11, 8:44 PM
WL-03140335 Labor Open 1 $0.00 Mar 11, 8:44 PM
WL-03140336 Labor Open 2 $1,440.70 Mar 11, 8:44 PM
WL-03140337 Labor Open 1 $0.00 Mar 11, 8:44 PM
WL-03140338 Travel Open 20 - Mar 11, 8:44 PM
WL-03140339 Travel Open 20 - Mar 11, 8:44 PM

Details