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WO-01254035 ↗ ServiceMax

Western NY Department of Developmental Disabilities • Preventive Maintenance • PSM

📍 Depew Community Home — 65 Conway St, Depew NY, 14043

Mar 6, 2025 → Sep 19, 2025

✅ Completed
PSM
SLA Clock
Last business day of March 2025 · Target: Mar 31, 2025
✗ SLA Missed (89 biz days late)
Active: 107 biz days
Paused: 30 biz days
🕐 Clock stopped: Completed (Sep 19, 2025)
▶ Clock Running
Status: Created
Mar 6 → Mar 6, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸30d
⏸ Clock Paused
Status: Ready for Release
Mar 6 → Apr 17, 2025
30 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Apr 17 → Apr 18, 2025
1 business day (counted)
Running total: 1 of ? biz days used
37d
▶ Clock Running
Status: Assigned
Apr 18 → Jun 11, 2025
37 business days (counted)
Running total: 38 of ? biz days used
14d
▶ Clock Running
Status: Scheduled
Jun 11 → Jul 2, 2025
14 business days (counted)
Running total: 52 of ? biz days used
39d
▶ Clock Running
Status: On Hold
Jul 2 → Aug 27, 2025
39 business days (counted)
Running total: 91 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Aug 27 → Aug 28, 2025
1 business day (counted)
Running total: 92 of ? biz days used
▶ Clock Running
Status: Assigned
Aug 28 → Aug 28, 2025
0 business days (counted)
Running total: 92 of ? biz days used
15d
▶ Clock Running
Status: Scheduled
Aug 28 → Sep 19, 2025
15 business days (counted)
Running total: 107 of ? biz days used
Created: Mar 6, 2025 Completed: Sep 19, 2025
Show SLA Clock Detail (9 periods)
Period Status Clock Biz Days Running Total
Mar 6 → Mar 6 Created ▶ Running 0 0
Mar 6 → Apr 17 Ready for Release ⏸ Paused 30 —
Apr 17 → Apr 18 Ready for Scheduling ▶ Running 1 1
Apr 18 → Jun 11 Assigned ▶ Running 37 38
Jun 11 → Jul 2 Scheduled ▶ Running 14 52
Jul 2 → Aug 27 On Hold ▶ Running 39 91
Aug 27 → Aug 28 Ready for Scheduling ▶ Running 1 92
Aug 28 → Aug 28 Assigned ▶ Running 0 92
Aug 28 → Sep 19 Scheduled ▶ Running 15 107
Dispatch 0.6d
Holding 70.1d (excluded)
Coordinators 71.6d
Field Work 0.5d
Billing 4.4d
✗ SLA Missed
Dispatch
0.6 days
Over SLA
Holding (excluded from total)
70.1 days
Coordinators
71.6 days
Over SLA
Field Work
0.5 days
Billing
4.4 days
Over SLA
Created: Mar 6, 2025 Due: Sep 30, 2025 Completed: Sep 19, 2025 (11 days early)
📅
137.7 days Total Age
⏱️
40.0d in On Hold Longest Stage
🔄
12 transitions Status Changes
⚠️
68.9d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00471385
Ready to release status.
Closed
Initial Annual Inspection Service https://www.ebiotrack.com/inspection.php?iid=26083 Arjo Maxi Sky 440 SN: 300121550 T.H.E Medical SN: CL8370 T.H.E Medical SN: CL8373 T.H.E Medical SN: CL8501 T.H.E Medical SN: CL8502
Priority
Standard
Origin
Email
Reason
New Case
Contact
65 Conway St House Supervisor Please call, do not email unless no answer
Owner
Scott Berry
Created
Mar 5, 2025
Work Orders from this Case (1)
WO-01254035 (current) Invoiced
Preventive Maintenance • Erwin Forster
Created: Mar 6, 2025 • Closed: Sep 19, 2025
Completed with significant delays
Invoiced • 363 days old
🚨
Primary Delay 40.0 days stuck in "On Hold"
⏱️
Total Delay 68.9 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.6d / 0.5d SLA
Ready for Release
30.1d
Ready for Scheduling
3.5d / 1.0d SLA
Assigned
37.4d / 0.5d SLA
Scheduled
30.7d / 2.0d SLA
On Hold
40.0d
Completed
0.5d / 1.0d SLA
Closed
1.3d / 1.0d SLA
Ready to Bill
4.4d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
8/28 KSmith -- Scheduled for 9/19 with site staff

08/27/2025 DNakoff - WO being released from on hold per conversation with Joe Whalen, Megan Allen, and Shawn Rogers. Technician aware of service expectations and PM documentation required. Due date updated.

7/1 KSmith -- Teams message from Shawn to place site on hold. Joe W is working to develop/implement a training program for all Western NY DD locations.

6/11 KSmith -- Scheduled for 7/9 with site supervisor. 10am-12pm

04/22 MSajib. Spoke with Karen and took my number for a call back from House Sup

🔧 Work Performed
Found all 4 lifts were not on charging ports. Batteries display red led and continuous beeping. Talked to Tallos tech support who said the batteries are dead and need replacing.
🔍 Technician Findings
4 lifts at lifts at this site. Staff indicated none of them in use.
⚠️ Problem Description
PM Service PLEASE COMPLETE PM FORM FOR EACH PIECE OF EQUIPMENT General Patient Lift: https://form.jotform.com/241965569287071 Therapeutic Tub: https://form.jotform.com/251747256160154 https://www.ebiotrack.com/inspection.php?iid=26083 Arjo Maxi Sky 440 SN: 300121550 T.H.E Medical SN: CL8370 T.H.E Medical SN: CL8373 T.H.E Medical SN: CL8501 T.H.E Medical SN: CL8502

Timeline

📞
Case Linked Mar 5, 5:44 PM
Case Number: 00471385
Subject: Ready to release status.
Status: Closed
📋
Work Order Created Mar 6, 1:09 PM
Work Order: WO-01254035
Type: Preventive Maintenance
Priority: PSM
✅
Status: Ready for Release by Stephanie Ramen Mar 6, 6:17 PM
From: Entered
To: Ready for Release
Duration in Previous: 5h 7m
🚨 30.7 business days
📅
Status: Ready for Scheduling by Stephanie Ramen Apr 17, 3:58 PM
From: Ready for Release
To: Ready for Scheduling
Duration in Previous: 41d 20h
⏳ 2.0 business days
👷
▶
2 Technician Assigned Apr 18, 4:59 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Mozammel Sajib
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1d 1h
🚨 37.9 business days
📅
▶
2 Dispatch Scheduled Jun 11, 2:24 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kourtney Smith
From: Assigned
To: Scheduled
Duration in Previous: 53d 21h
🚨 15.0 business days
⏸️
Status: On Hold by Kourtney Smith Jul 2, 11:43 AM
From: Scheduled
To: On Hold
Duration in Previous: 20d 21h
🚨 40.0 business days
📅
Status: Ready for Scheduling by Dylan Nakoff Aug 27, 10:56 AM
From: On Hold
To: Ready for Scheduling
Duration in Previous: 55d 23h
⏳ 2.0 business days
👷
▶
3 Technician Assigned Aug 28, 12:07 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 1d 1h, 0m
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-09-19T16:00:00.000+0000
🚨 16.0 business days
✔️
Status: Completed by Erwin Forster Sep 19, 2:15 PM
From: Scheduled
To: Completed
Duration in Previous: 22d 2h
⏱️
6x Labor Added Sep 19, 5:48 PM
Type: Labor, Travel, Expenses
Status: Open
Qty: 0.83333333333333, 1.6666666666667
🏁
Status: Closed by Erwin Forster Sep 19, 5:58 PM
From: Completed
To: Closed
Duration in Previous: 3h 42m
⏳ 1.8 business days
📄
Status: Ready to Bill by Diane Patton Sep 22, 4:32 PM
From: Closed
To: Ready to Bill
Duration in Previous: 2d 22h
⏳ 4.9 business days
📨
▶
2 Status: Invoice Pending Sep 26, 9:52 AM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
⏳ 2.0 business days
🧾
Invoice Created Sep 29, 10:43 AM
Invoice Number: SM-242200

Bottlenecks

Entered
Duration: 5.1 business hours (threshold: 4.0 business hours)
Exceeded by 1.1 business hours
Ready for Scheduling
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 4.0 business hours
Assigned
Duration: 37.4 business days (threshold: 4.0 business hours)
Exceeded by 36.9 business days
Scheduled
Duration: 14.7 business days (threshold: 2.0 business days)
Exceeded by 12.7 business days
Ready for Scheduling
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Scheduled
Duration: 16.0 business days (threshold: 2.0 business days)
Exceeded by 14.0 business days
Closed
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.0 business hours
Ready to Bill
Duration: 4.4 business days (threshold: 1.0 business days)
Exceeded by 3.4 business days

🔗 Related Artifacts

📞
Case 00471385
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Preventive Maintenance
Branch
N/A
Technician
Erwin Forster
Scheduled
Sep 19, 12:00 PM
Created
Mar 6, 1:09 PM
Invoice #
SM-242200

Work Details (6)

Name Type Status Qty Amount Date
WL-02943027 Labor Open 0.83333333333333 $0.00 Sep 19, 5:48 PM
WL-02943028 Labor Open 1.6666666666667 $480.00 Sep 19, 5:48 PM
WL-02943029 Labor Open 1.6666666666667 $0.00 Sep 19, 5:48 PM
WL-02943030 Travel Open 33 - Sep 19, 5:48 PM
WL-02943031 Travel Open 66 - Sep 19, 5:48 PM
WL-02943032 Expenses Open 1 $0.00 Sep 19, 5:48 PM

Details