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WO-01349634 ↗ ServiceMax

Family Healthcare of Hagerstown • Inspection • PSM

📍 Family Healthcare of Hagerstown — 201 S. Cleveland Ave., Hagerstown MD, 21740

Feb 4, 2026 → May 7, 2026

✅ Completed
PSM
SLA Clock
Last business day of February 2026 · Target: Feb 27, 2026
✗ SLA Missed (48 biz days late)
Active: 65 biz days
🕐 Clock stopped: Completed (May 7, 2026)
▶ Clock Running
Status: Created
Feb 4 → Feb 4, 2026
0 business days (counted)
Running total: 0 of ? biz days used
8d
▶ Clock Running
Status: Ready for Scheduling
Feb 4 → Feb 17, 2026
8 business days (counted)
Running total: 8 of ? biz days used
16d
▶ Clock Running
Status: Assigned
Feb 17 → Mar 11, 2026
16 business days (counted)
Running total: 24 of ? biz days used
26d
▶ Clock Running
Status: Scheduled
Mar 11 → Apr 16, 2026
26 business days (counted)
Running total: 50 of ? biz days used
▶ Clock Running
Status: Reschedule
Apr 16 → Apr 16, 2026
0 business days (counted)
Running total: 50 of ? biz days used
▶ Clock Running
Status: Assigned
Apr 16 → Apr 16, 2026
0 business days (counted)
Running total: 50 of ? biz days used
9d
▶ Clock Running
Status: Scheduled
Apr 16 → Apr 29, 2026
9 business days (counted)
Running total: 59 of ? biz days used
▶ Clock Running
Status: Entered
Apr 29 → Apr 29, 2026
0 business days (counted)
Running total: 59 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Apr 29 → Apr 29, 2026
0 business days (counted)
Running total: 59 of ? biz days used
▶ Clock Running
Status: Assigned
Apr 29 → Apr 29, 2026
0 business days (counted)
Running total: 59 of ? biz days used
▶ Clock Running
Status: Scheduled
Apr 29 → May 5, 2026
4 business days (counted)
Running total: 63 of ? biz days used
▶ Clock Running
Status: Tech On Site
May 5 → May 7, 2026
2 business days (counted)
Running total: 65 of ? biz days used
Created: Feb 4, 2026 Completed: May 7, 2026
Show SLA Clock Detail (12 periods)
Period Status Clock Biz Days Running Total
Feb 4 → Feb 4 Created ▶ Running 0 0
Feb 4 → Feb 17 Ready for Scheduling ▶ Running 8 8
Feb 17 → Mar 11 Assigned ▶ Running 16 24
Mar 11 → Apr 16 Scheduled ▶ Running 26 50
Apr 16 → Apr 16 Reschedule ▶ Running 0 50
Apr 16 → Apr 16 Assigned ▶ Running 0 50
Apr 16 → Apr 29 Scheduled ▶ Running 9 59
Apr 29 → Apr 29 Entered ▶ Running 0 59
Apr 29 → Apr 29 Ready for Scheduling ▶ Running 0 59
Apr 29 → Apr 29 Assigned ▶ Running 0 59
Apr 29 → May 5 Scheduled ▶ Running 4 63
May 5 → May 7 Tech On Site ▶ Running 2 65
Dispatch 0.0d
Coordinators 66.0d
Field Work 3.4d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
66.0 days
Over SLA
Field Work
3.4 days
Over SLA
Created: Feb 4, 2026 Due: Apr 30, 2026 Completed: May 7, 2026 (6 days late)
📅
65.6 days Total Age
⏱️
26.5d in Scheduled Longest Stage
🔄
11 transitions Status Changes
⚠️
61.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
20 lines Work Details
🚩
3 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
3 On-Site Visits (1 reschedule)
3 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Michael Harris — scheduling delays attributed to technician, not coordinators
Visit 1 May 4, 2026
Visit 2 May 5, 2026
Visit 3 May 6, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00565060
eBiotrack - Automated New Inspection Created
Closed
Inspection: Annual Equipment Electrical Safety Test And Calibration Service 195 pieces https://www.ebiotrack.com/inspection.php?iid=32884
Priority
Standard
Origin
Email
Reason
New Case
Contact
Susan Smith
Owner
Leona Coonrod
Created
Feb 4, 2026
Work Orders from this Case (1)
WO-01349634 (current) Invoiced
Inspection • Michael Harris
Created: Feb 4, 2026 • Closed: May 7, 2026
Completed with significant delays
Invoiced • 191 days old
🚨
Primary Delay 26.5 days stuck in "Scheduled"
⏱️
Total Delay 61.0 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
Ready for Scheduling
8.6d / 1.0d SLA
Assigned
16.2d / 0.5d SLA
Scheduled
41.2d / 2.0d SLA
Reschedule
0.0d / 2.0d SLA
Tech On Site
2.4d / 1.0d SLA
Completed
1.0d / 1.0d SLA
Closed
2.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/6 MOwens Susan Smith sent email requesting the inspection visit for May 4-6. I confirmed that the visit can be scheduled for those days.

🔧 Work Performed
175 pieces of equipment inspected and labeled over 3 days. 3 Pieces of equipment Failed inspection and were removed from service.
🔍 Technician Findings
Annual Equipment Electrical Safety Test And Calibration Service
⚠️ Problem Description
Inspection: Annual Equipment Electrical Safety Test And Calibration Service 195 pieces https://www.ebiotrack.com/inspection.php?iid=32884

Timeline

📞
Case Linked Feb 4, 6:00 AM
Case Number: 00565060
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Feb 4, 1:55 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Leona Coonrod
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
⚠️ 9.0 business days
👷
▶
2 Status: Assigned Feb 17, 5:03 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Melissa Owens
Technician: Pero Popovic
🚨 16.9 business days
🗓️
▶
2 Status: Scheduled Mar 11, 4:10 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2026-05-04T13:00:00.000+0000
🚨 27.0 business days
🔄
▶
4 Status: Reschedule Apr 16, 2:28 PM
Status: Reschedule → Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Technician Assigned by Melissa Owens
Technician: Pero Popovic
👷
Status: Assigned by Melissa Owens
From: Reschedule, Assigned
To: Assigned, Scheduled
Duration in Previous: 1m, 0m
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2026-05-04T13:00:00.000+0000
🚨 10.0 business days
🆕
▶
4 Status: Entered Apr 29, 8:59 AM
Status: Entered → Technician Assigned → Status: Scheduled → Dispatch Scheduled
👷
Technician Assigned by Melissa Owens
Technician: Michael Harris
🗓️
Status: Scheduled by Melissa Owens
From: Assigned
To: Scheduled
Duration in Previous: 0m
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2026-05-04T15:00:00.000+0000
⏳ 3.0 business days
💵
2x Expenses Added May 1, 4:06 PM
Type: Expenses
Status: Open
Qty: 1
⏳ 3.0 business days
🔧
Status: Tech On Site by Michael Harris May 5, 8:18 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 23h
⏳ 2.0 business days
💵
▶
2 6x Expenses Added May 6, 11:07 PM
6x Expenses Added → 6x Travel Added
🚗
6x Travel Added
Type: Travel
Status: Open
Qty: 3, 141, 140
⏱️
▶
2 3x Labor Added May 6, 11:14 PM
3x Labor Added → 3x Labor Added
⏱️
3x Labor Added
Type: Labor
Status: Open
Qty: 0.25, 2.5, 4.25
✔️
Status: Completed by Michael Harris May 6, 11:22 PM
From: Tech On Site
To: Completed
Duration in Previous: 1d 15h
🏁
Status: Closed by Michael Harris May 7, 9:55 AM
From: Completed
To: Closed
Duration in Previous: 10h 33m
⏳ 2.0 business days
📄
Status: Ready to Bill by Diane Patton May 8, 2:21 PM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 1d 4h, 0m
🚨 20.0 business days
🧾
Invoice Created Jun 5, 8:38 AM
Invoice Number: SM-261560

Bottlenecks

Ready for Scheduling
Duration: 8.6 business days (threshold: 1.0 business days)
Exceeded by 7.6 business days
Assigned
Duration: 16.2 business days (threshold: 4.0 business hours)
Exceeded by 15.7 business days
Scheduled
Duration: 26.5 business days (threshold: 2.0 business days)
Exceeded by 24.5 business days
Scheduled
Duration: 9.7 business days (threshold: 2.0 business days)
Exceeded by 7.7 business days
Scheduled
Duration: 5.0 business days (threshold: 2.0 business days)
Exceeded by 3.0 business days
Tech On Site
Duration: 2.4 business days (threshold: 1.0 business days)
Exceeded by 1.4 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00565060
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Michael Harris
Scheduled
May 4, 11:00 AM
Created
Feb 4, 1:55 PM
Invoice #
SM-261560

Work Details (20)

Name Type Status Qty Amount Date
WL-03211343 Expenses Open 1 $0.00 May 1, 4:06 PM
WL-03211344 Expenses Open 1 $0.00 May 1, 4:06 PM
WL-03217443 Expenses Open 1 $0.00 May 6, 11:07 PM
WL-03217438 Labor Open 1.9166666666667 $0.00 May 6, 11:07 PM
WL-03217439 Labor Open 5.35 $0.00 May 6, 11:07 PM
WL-03217440 Labor Open 0.15 $0.00 May 6, 11:07 PM
WL-03217441 Expenses Open 1 $0.00 May 6, 11:07 PM
WL-03217442 Expenses Open 1 $0.00 May 6, 11:07 PM
WL-03217453 Travel Open 3 - May 6, 11:11 PM
WL-03217454 Travel Open 141 - May 6, 11:11 PM
WL-03217450 Travel Open 3 - May 6, 11:11 PM
WL-03217451 Travel Open 3 - May 6, 11:11 PM
WL-03217452 Travel Open 3 - May 6, 11:11 PM
WL-03217449 Travel Open 140 - May 6, 11:11 PM
WL-03217482 Labor Open 0.25 $0.00 May 6, 11:14 PM
WL-03217483 Labor Open 9.2 $0.00 May 6, 11:14 PM
WL-03217484 Labor Open 0.21666666666667 $0.00 May 6, 11:14 PM
WL-03217487 Labor Open 0.25 $0.00 May 6, 11:17 PM
WL-03217489 Labor Open 2.5 $0.00 May 6, 11:17 PM
WL-03217488 Labor Open 4.25 $4,589.00 May 6, 11:17 PM

Details