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WO-01350582 ↗ ServiceMax

Crossover Health Management Services • Inspection • PSM

📍 RICP Employee Health Clinic — One Drexel Plaza; 3025 Market Street Room 3-135, Philadelphia PA, 19104

Feb 9, 2026 → Mar 17, 2026

✅ Completed
PSM
SLA Clock
Last business day of February 2026 · Target: Feb 27, 2026
✗ SLA Missed (11 biz days late)
Active: 25 biz days
🕐 Clock stopped: Completed (Mar 17, 2026)
▶ Clock Running
Status: Created
Feb 9 → Feb 9, 2026
0 business days (counted)
Running total: 0 of ? biz days used
4d
▶ Clock Running
Status: Ready for Scheduling
Feb 9 → Feb 16, 2026
4 business days (counted)
Running total: 4 of ? biz days used
6d
▶ Clock Running
Status: Assigned
Feb 16 → Feb 24, 2026
6 business days (counted)
Running total: 10 of ? biz days used
9d
▶ Clock Running
Status: Scheduled
Feb 24 → Mar 9, 2026
9 business days (counted)
Running total: 19 of ? biz days used
▶ Clock Running
Status: Reschedule
Mar 9 → Mar 9, 2026
0 business days (counted)
Running total: 19 of ? biz days used
6d
▶ Clock Running
Status: Scheduled
Mar 9 → Mar 17, 2026
6 business days (counted)
Running total: 25 of ? biz days used
▶ Clock Running
Status: Tech On Site
Mar 17 → Mar 17, 2026
0 business days (counted)
Running total: 25 of ? biz days used
Created: Feb 9, 2026 Completed: Mar 17, 2026
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Feb 9 → Feb 9 Created ▶ Running 0 0
Feb 9 → Feb 16 Ready for Scheduling ▶ Running 4 4
Feb 16 → Feb 24 Assigned ▶ Running 6 10
Feb 24 → Mar 9 Scheduled ▶ Running 9 19
Mar 9 → Mar 9 Reschedule ▶ Running 0 19
Mar 9 → Mar 17 Scheduled ▶ Running 6 25
Mar 17 → Mar 17 Tech On Site ▶ Running 0 25
Dispatch 0.0d
Coordinators 27.9d
Field Work 0.5d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
27.9 days
Over SLA
Field Work
0.5 days
Created: Feb 9, 2026 Due: Mar 9, 2026 Completed: Mar 17, 2026 (7 days late)
📅
25.7 days Total Age
⏱️
9.7d in Scheduled Longest Stage
🔄
9 transitions Status Changes
⚠️
23.7d 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 #00566492
eBiotrack - New Inspection Created
Closed
Inspection: Initial Annual Inspection Service https://www.ebiotrack.com/inspection.php?iid=32966 Inspection Flag: ATTENTION TECHS, ASC'S AND MATERIALS MANAGEMENT. DO NOT SHIP PARTS TO ANY CROSSOVER SITES. ALL PARTS FOR THIS ACCOUNT MUST BE SHIPPED DIRECTLY TO THE TECH. THE SITE WILL LOSE THE SHIPMENT IF SENT TO THEM.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Erik Krievs
Owner
Leona Coonrod
Created
Feb 9, 2026
Work Orders from this Case (1)
WO-01350582 (current) Invoiced
Inspection • Pero Popovic
Created: Feb 9, 2026 • Closed: Mar 17, 2026
Completed with significant delays
Invoiced • 186 days old
🚨
Primary Delay 9.7 days stuck in "Scheduled"
⏱️
Total Delay 23.7 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
4.7d / 1.0d SLA
Assigned
6.0d / 0.5d SLA
Scheduled
16.6d / 2.0d SLA
Reschedule
0.5d / 2.0d SLA
Tech On Site
0.2d / 1.0d SLA
Completed
0.3d / 1.0d SLA
Closed
2.9d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

3/9 MOwens Erik replied back to schedule the visit for 3/17

3/9 MOwens FSE got sick early this morning. Sent email to Erik that this will need to reschedule to another day.

2/24 MOwens Erik replied back t confirm scheduling the visit for 3/9. Arrival between 9-10am.

The on site day of contact will be Melissa Zee. 


2/23 MOwens Sent email to Erik asking if he is the correct POC for this location to schedule the visit.

🔧 Work Performed
Performed annual equipment inspection ( 12 pcs )Worked with staff to find all equipment.
🔍 Technician Findings
Checked in with staff for inspection of devices.
⚠️ Problem Description
Inspection: Initial Annual Inspection Service https://www.ebiotrack.com/inspection.php?iid=32966 Inspection Flag: ATTENTION TECHS, ASC'S AND MATERIALS MANAGEMENT. DO NOT SHIP PARTS TO ANY CROSSOVER SITES. ALL PARTS FOR THIS ACCOUNT MUST BE SHIPPED DIRECTLY TO THE TECH. THE SITE WILL LOSE THE SHIPMENT IF SENT TO THEM.

Timeline

📞
Case Linked Feb 9, 8:51 AM
Case Number: 00566492
Subject: eBiotrack - New Inspection Created
Status: Closed
📋
2 Work Order Created Feb 9, 1:23 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
⚠️ 5.0 business days
👷
2 Technician Assigned Feb 16, 11:33 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 6d 22h
⚠️ 6.0 business days
👷
3 Technician Assigned Feb 24, 1:05 PM
Technician Assigned → Dispatch Scheduled → Status: Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2026-03-09T14:00:00.000+0000
🗓️
Status: Scheduled by Melissa Owens
From: Assigned
To: Scheduled
Duration in Previous: 8d 1h
⚠️ 9.9 business days
🔄
Status: Reschedule by Melissa Owens Mar 9, 8:35 AM
From: Scheduled
To: Reschedule
Duration in Previous: 12d 18h
📅
2 Dispatch Scheduled Mar 9, 12:57 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Melissa Owens
From: Reschedule
To: Scheduled
Duration in Previous: 4h 21m
⚠️ 7.0 business days
🔧
Status: Tech On Site by Pero Popovic Mar 17, 9:22 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 7d 20h
⏱️
2x Labor Added Mar 17, 10:43 AM
Type: Labor, Travel
Status: Open
Qty: 2.5, 92
✔️
Status: Completed by Pero Popovic Mar 17, 10:52 AM
From: Tech On Site
To: Completed
Duration in Previous: 1h 30m
⏱️
2 2x Labor Added Mar 17, 1:05 PM
2x Labor Added → 2x Travel Added
🚗
2x Travel Added
Type: Travel, Expenses
Status: Open
Qty: 92, 1
🏁
Status: Closed by Pero Popovic Mar 17, 1:10 PM
From: Completed
To: Closed
Duration in Previous: 2h 17m
3.0 business days
📄
Status: Ready to Bill by Diane Patton Mar 19, 2:56 PM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 2d 1h, 0m
2.0 business days
🧾
Invoice Created Mar 20, 7:50 PM
Invoice Number: SM-256977

Bottlenecks

Ready for Scheduling
Duration: 4.7 business days (threshold: 1.0 business days)
Exceeded by 3.7 business days
Assigned
Duration: 6.0 business days (threshold: 4.0 business hours)
Exceeded by 5.5 business days
Scheduled
Duration: 9.7 business days (threshold: 2.0 business days)
Exceeded by 7.7 business days
Scheduled
Duration: 6.9 business days (threshold: 2.0 business days)
Exceeded by 4.9 business days
Closed
Duration: 2.9 business days (threshold: 1.0 business days)
Exceeded by 1.9 business days

🔗 Related Artifacts

📞
Case 00566492
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
N/A
Technician
Pero Popovic
Scheduled
Mar 17, 9:00 AM
Created
Feb 9, 1:23 PM
Invoice #
SM-256977

Work Details (6)

Name Type Status Qty Amount Date
WL-03147067 Labor Open 2.5 $0.00 Mar 17, 10:43 AM
WL-03147068 Travel Open 92 - Mar 17, 10:43 AM
WL-03147288 Labor Open 2 $1,195.00 Mar 17, 1:05 PM
WL-03147289 Labor Open 2 $0.00 Mar 17, 1:05 PM
WL-03147297 Travel Open 92 - Mar 17, 1:07 PM
WL-03147298 Expenses Open 1 $0.00 Mar 17, 1:07 PM

Details