📍 Johns Hopkins University — 3701 San Martin Dr, Baltimore MD, 21218
Feb 3, 2026 → Apr 21, 2026
✅ Completed
PSM
SLA Clock
Last business day of February 2026 · Target: Feb 27, 2026
✗ SLA Missed (36 biz days late)
Active: 54 biz days
🕐 Clock stopped: Completed (Apr 21, 2026)
▶ Clock Running
Status: Created
Feb 3 → Feb 3, 2026
0 business days (counted)
Running total: 0 of ? biz days used
52d
▶ Clock Running
Status: Assigned
Feb 3 → Apr 17, 2026
52 business days (counted)
Running total: 52 of ? biz days used
▶ Clock Running
Status: Tech On Site
Apr 17 → Apr 21, 2026
2 business days (counted)
Running total: 54 of ? biz days used
▶ Clock Running
Status: Completed
Apr 21 → Apr 21, 2026
0 business days (counted)
Running total: 54 of ? biz days used
▶ Clock Running
Status: Assigned
Apr 21 → Apr 21, 2026
0 business days (counted)
Running total: 54 of ? biz days used
Created: Feb 3, 2026Completed: Apr 21, 2026
Show SLA Clock Detail (5 periods)
Period
Status
Clock
Biz Days
Running Total
Feb 3 → Feb 3
Created
▶ Running
0
0
Feb 3 → Apr 17
Assigned
▶ Running
52
52
Apr 17 → Apr 21
Tech On Site
▶ Running
2
54
Apr 21 → Apr 21
Completed
▶ Running
0
54
Apr 21 → Apr 21
Assigned
▶ Running
0
54
Dispatch0.0d
Coordinators53.0d
Field Work3.1d
Billing8.3d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
53.0 days
Over SLA
Field Work
3.1 days
Over SLA
Billing
8.3 days
Over SLA
Created: Feb 3, 2026
Due: Mar 3, 2026
Completed: Apr 21, 2026 (48 days late)
📅
55.0 daysTotal Age
⏱️
53.0d in AssignedLongest Stage
🔄
9 transitionsStatus Changes
⚠️
58.0d overTotal Delay
📦
0 orders, 0 quotesParts & Quotes
📝
3 linesWork Details
🏠
1 visitOn-Site Trips
👤
Self-ScheduledScheduling
AI Analysis
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Completed with significant delays
Invoiced • 192 days old
🚨
Primary Delay53.0 days stuck in "Assigned"
⏱️
Total Delay58.0 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
Assigned
53.0d / 0.5d SLA
Tech On Site
2.8d / 1.0d SLA
Completed
0.3d / 1.0d SLA
Closed
0.4d / 1.0d SLA
Billing Review
5.8d / 2.0d SLA
Ready to Bill
1.0d / 1.0d SLA
Invoice Pending
1.6d / 2.0d SLA
💬 Activities, Notes & Communications
🔧Work Performed
Replaced turbo pump and IDP dry pump with exchange units.
Cleaned, reassembled and tested TPS to factory specifications.
🔍Technician Findings
Screen is pushed into top of turbo pump causing rotor blades to bend.
⚠️Problem Description
Note
14.10.2025 15:37:39 JUFOSTER
Once the quotation has been accepted, please create a service order, and assign it to the service employee group 98004017 (Lexington)
____________________
Note
14.10.2025 14:03:39 WF-BATCH
Agent: JUFOSTER Timestamp: 2025-10-14 14:03:28
IT23084005 tps freezes up shortly after power ON. The scroll pump may need new tip seals.
📄Description
TPS Compact_305FS_ISO100_IDP
📞Call Description
VPD Bench Overhaul Trade TPS
Apr 21, 2026 1:56pm
@MICHAEL MCNAMARA WO has been reviewed.
Timeline
📋
▶
3
Work Order Created Feb 3, 11:04 AM
Work Order Created → Technician Assigned → Status: Assigned
👷
Technician Assigned by Kim Pearson
Technician:Shawn Kelley
👷
Status: Assigned by Kim Pearson
From:Entered
To:Assigned
Duration in Previous:2m
🚨53.0 business days
🔧
Status: Tech On Site by Shawn KelleyApr 17, 1:38 PM
From:Assigned
To:Tech On Site
Duration in Previous:73d 1h
🔩
2x Parts Added Apr 17, 2:09 PM
Type:Parts
Status:Open
Qty:1
⏳3.0 business days
⏱️
▶
2
Labor Added Apr 21, 8:23 AM
Labor Added → Status: Completed
✔️
Status: Completed by Shawn Kelley
From:Tech On Site
To:Completed
Duration in Previous:3d 18h
👷
▶
2
Technician Assigned Apr 21, 10:41 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kim Pearson
From:Completed
To:Assigned
Duration in Previous:2h 16m
✔️
Status: Completed by Shawn KelleyApr 21, 11:03 AM
From:Assigned, Completed
To:Completed, Closed
Duration in Previous:21m, 0m
💵
Status: Billing Review by Hannah ShawApr 21, 1:52 PM
From:Closed
To:Billing Review
Duration in Previous:2h 48m
⚠️5.9 business days
📄
Status: Ready to Bill by MICHAEL MCNAMARAApr 28, 7:17 AM
From:Billing Review
To:Ready to Bill
Duration in Previous:6d 17h
📨
Status: Invoice Pending by Hannah ShawApr 28, 3:34 PM
From:Ready to Bill
To:Invoice Pending
Duration in Previous:8h 17m
⏳2.0 business days
💰
▶
2
Status: Invoiced Apr 29, 5:57 PM
Status: Invoiced → Invoice Created
🧾
Invoice Created
Invoice Number:SM-260354
Bottlenecks
Assigned
Duration: 53.0 business days (threshold: 4.0 business hours)
Exceeded by 52.5 business days
Tech On Site
Duration: 2.8 business days (threshold: 1.0 business days)
Exceeded by 1.8 business days
Billing Review
Duration: 5.8 business days (threshold: 2.0 business days)