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WO-01300516 ↗ ServiceMax

Western NY Department of Developmental Disabilities • Preventive Maintenance • PSM

📍 Williamsville Community Home Hopkins Rd — 86 Hopkins Rd, Williamsville NY, 14221

Sep 2, 2025 → Nov 19, 2025

✅ Completed
PSM
SLA Clock
Last business day of September 2025 · Target: Sep 30, 2025
✗ SLA Missed (33 biz days late)
Active: 54 biz days
🕐 Clock stopped: Completed (Nov 19, 2025)
▶ Clock Running
Status: Created
Sep 2 → Sep 2, 2025
0 business days (counted)
Running total: 0 of ? biz days used
20d
▶ Clock Running
Status: Ready for Scheduling
Sep 2 → Sep 30, 2025
20 business days (counted)
Running total: 20 of ? biz days used
▶ Clock Running
Status: Assigned
Sep 30 → Sep 30, 2025
0 business days (counted)
Running total: 20 of ? biz days used
15d
▶ Clock Running
Status: Scheduled
Sep 30 → Oct 22, 2025
15 business days (counted)
Running total: 35 of ? biz days used
▶ Clock Running
Status: Tech On Site
Oct 22 → Oct 22, 2025
0 business days (counted)
Running total: 35 of ? biz days used
▶ Clock Running
Status: Reschedule
Oct 22 → Oct 23, 2025
1 business day (counted)
Running total: 36 of ? biz days used
15d
▶ Clock Running
Status: Scheduled
Oct 23 → Nov 14, 2025
15 business days (counted)
Running total: 51 of ? biz days used
▶ Clock Running
Status: Tech On Site
Nov 14 → Nov 14, 2025
0 business days (counted)
Running total: 51 of ? biz days used
▶ Clock Running
Status: Tech Off Site
Nov 14 → Nov 15, 2025
0 business days (counted)
Running total: 51 of ? biz days used
▶ Clock Running
Status: Reschedule
Nov 15 → Nov 19, 2025
3 business days (counted)
Running total: 54 of ? biz days used
▶ Clock Running
Status: Scheduled
Nov 19 → Nov 19, 2025
0 business days (counted)
Running total: 54 of ? biz days used
Created: Sep 2, 2025 Completed: Nov 19, 2025
Show SLA Clock Detail (11 periods)
Period Status Clock Biz Days Running Total
Sep 2 → Sep 2 Created ▶ Running 0 0
Sep 2 → Sep 30 Ready for Scheduling ▶ Running 20 20
Sep 30 → Sep 30 Assigned ▶ Running 0 20
Sep 30 → Oct 22 Scheduled ▶ Running 15 35
Oct 22 → Oct 22 Tech On Site ▶ Running 0 35
Oct 22 → Oct 23 Reschedule ▶ Running 1 36
Oct 23 → Nov 14 Scheduled ▶ Running 15 51
Nov 14 → Nov 14 Tech On Site ▶ Running 0 51
Nov 14 → Nov 15 Tech Off Site ▶ Running 0 51
Nov 15 → Nov 19 Reschedule ▶ Running 3 54
Nov 19 → Nov 19 Scheduled ▶ Running 0 54
Dispatch 0.0d
Coordinators 57.5d
Field Work 0.8d
Billing 3.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
57.5 days
Over SLA
Field Work
0.8 days
Billing
3.0 days
Over SLA
Created: Sep 2, 2025 Due: Oct 31, 2025 Completed: Nov 19, 2025 (18 days late)
📅
55.0 days Total Age
⏱️
21.0d in Ready for Scheduling Longest Stage
🔄
15 transitions Status Changes
⚠️
51.5d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
21 lines Work Details
🚩
3 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
3 On-Site Visits (2 reschedules)
3 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Erwin Forster — scheduling delays attributed to technician, not coordinators
Visit 1 Oct 20, 2025
Visit 2 Oct 22, 2025
Visit 3 Nov 14, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00523491
eBiotrack - Automated New Inspection Created
Closed
Annual Equipment PM ArjoHuntleigh Maxi Sky 600 Ceiling Lift 13154428 LD201065402 ArjoHuntleigh Maxi Sky 600 Ceiling Lift 13154429 LD201065403 ArjoHuntleigh Maxi Sky 600 Ceiling Lift 13154431 LD201065405 Waverly Glenn C450 Ceiling Lift 13154432 C4M0008002 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=29676
Priority
Standard
Origin
Email
Reason
New Case
Contact
86 Hopkins Rd House Supervisor Please call, do not email unless no answer
Owner
Kimberly Hardison
Created
Aug 31, 2025
Work Orders from this Case (1)
WO-01300516 (current) Invoiced
Preventive Maintenance • Erwin Forster
Created: Sep 2, 2025 • Closed: Nov 19, 2025
Completed with significant delays
Invoiced • 183 days old
🚨
Primary Delay 21.0 days stuck in "Ready for Scheduling"
⏱️
Total Delay 51.5 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
21.0d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
31.9d / 2.0d SLA
Tech On Site
0.3d / 1.0d SLA
Reschedule
4.6d / 2.0d SLA
Tech Off Site
0.5d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
3.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/19 KSmith -- Per Dylan, Dylan advised we can go ahead and close this one out with all wait time/labor/travel charged since we have been onsite multiple times.

11/19 KSmith -- Checking with Dylan if we need to go onsite a third time. Customer was advised batteries needed to be charged and they did not charge them.

11/14 EForster: 3 remaining lifts still not charged.

10/23 KSmith -- Rescheduled for 11/14. Advised batteries need to be charged.

10/22 EForster: 3 lifts not charged. Return trip required when lifts are charged.

9/30 KSmith -- Scheduled for 10/22 with site supervisor.

🔧 Work Performed
10/22: Inspected 2 lifts. 1 failed for battery charging issue. 11/14: LD201065404 (not charged) LD201065405 (not charged) LD201065403 (not charged) C4M0008002 (Fails inspection) LD201065402 (passed) TOTAL OF (5) PM'S COMPLETED
🔍 Technician Findings
10/22: 5 lifts on site. 3 lifts not charged. Unable to test 3 remaining units not charged. 11/14: 3 remaining lifts still not charged.
⚠️ Problem Description
Annual Equipment PM ArjoHuntleigh Maxi Sky 600 Ceiling Lift 13154428 LD201065402 ArjoHuntleigh Maxi Sky 600 Ceiling Lift 13154429 LD201065403 ArjoHuntleigh Maxi Sky 600 Ceiling Lift 13154431 LD201065405 Waverly Glenn C450 Ceiling Lift 13154432 C4M0008002 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=29676

Timeline

📞
Case Linked Aug 31, 1:00 AM
Case Number: 00523491
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
⏳ 1.0 business days
📋
▶
2 Work Order Created Sep 2, 9:24 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
🚨 21.0 business days
👷
▶
4 Technician Assigned Sep 30, 4:01 PM
Technician Assigned → Status: Assigned → Status: Scheduled → Dispatch Scheduled
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 28d 6h
🗓️
Status: Scheduled by Kourtney Smith
From: Assigned
To: Scheduled
Duration in Previous: 1m
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-10-22T15:30:00.000+0000
🚨 16.0 business days
🔧
Status: Tech On Site by Erwin Forster Oct 22, 2:08 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 21d 22h
🔄
Status: Reschedule by Erwin Forster Oct 22, 3:30 PM
From: Tech On Site
To: Reschedule
Duration in Previous: 1h 22m
⏱️
6x Labor Added Oct 22, 6:19 PM
Type: Labor, Travel, Expenses
Status: Open
Qty: 0.16666666666667, 1.5833333333333, 3.5, 71
⏱️
9x Labor Added Oct 22, 7:11 PM
Type: Labor, Expenses
Status: Open
Qty: 9, 0.75, 0.5, 0.16666666666667, 1.5833333333333
🗓️
▶
2 Status: Scheduled Oct 23, 8:24 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-11-14T06:30:00.000+0000
📅
Dispatch Scheduled by Kourtney Smith Oct 23, 8:52 AM
Scheduled For: 2025-11-14T18:30:00.000+0000
🚨 15.0 business days
📅
Dispatch Scheduled by Kourtney Smith Nov 13, 9:59 AM
Scheduled For: 2025-11-14T16:00:00.000+0000
⏳ 2.0 business days
🔧
Status: Tech On Site by Erwin Forster Nov 14, 1:53 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 22d 6h
🚗
Status: Tech Off Site by Erwin Forster Nov 14, 2:48 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 55m
⏱️
▶
2 6x Labor Added Nov 14, 7:10 PM
6x Labor Added → Status: Reschedule
🔄
Status: Reschedule by Erwin Forster
From: Tech Off Site
To: Reschedule
Duration in Previous: 4h 22m
⏳ 3.6 business days
🗓️
▶
2 Status: Scheduled Nov 19, 3:34 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-11-19T23:00:00.000+0000
✔️
▶
2 Status: Completed Nov 19, 6:50 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Erwin Forster
From: Completed
To: Closed
Duration in Previous: 1m
⏳ 2.6 business days
📄
Status: Ready to Bill by Diane Patton Nov 22, 12:47 PM
From: Closed
To: Ready to Bill
Duration in Previous: 2d 17h
⏳ 3.0 business days
📨
▶
2 Status: Invoice Pending Nov 26, 12:36 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⚠️ 7.0 business days
🧾
Invoice Created Dec 8, 5:12 PM
Invoice Number: 247636

Bottlenecks

Ready for Scheduling
Duration: 21.0 business days (threshold: 1.0 business days)
Exceeded by 20.0 business days
Scheduled
Duration: 15.5 business days (threshold: 2.0 business days)
Exceeded by 13.5 business days
Scheduled
Duration: 16.0 business days (threshold: 2.0 business days)
Exceeded by 14.0 business days
Reschedule
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00523491
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Preventive Maintenance
Branch
N/A
Technician
Erwin Forster
Scheduled
Nov 19, 6:00 PM
Created
Sep 2, 9:24 AM
Invoice #
247636

Work Details (21)

Name Type Status Qty Amount Date
WL-02980531 Labor Open 0.16666666666667 $0.00 Oct 22, 6:19 PM
WL-02980532 Labor Open 1.5833333333333 $240.00 Oct 22, 6:19 PM
WL-02980533 Labor Open 1.5 $0.00 Oct 22, 6:19 PM
WL-02980534 Travel Open 3.5 - Oct 22, 6:19 PM
WL-02980535 Travel Open 71 - Oct 22, 6:19 PM
WL-02980536 Expenses Open 1 $0.00 Oct 22, 6:19 PM
WL-02980607 Labor Open 9 $0.00 Oct 22, 7:11 PM
WL-02980608 Labor Open 0.75 $0.00 Oct 22, 7:11 PM
WL-02980609 Labor Open 0.5 $120.00 Oct 22, 7:11 PM
WL-02980610 Labor Open 0.16666666666667 $0.00 Oct 22, 7:11 PM
WL-02980611 Labor Open 1.5833333333333 $120.00 Oct 22, 7:11 PM
WL-02980612 Labor Open 1 $0.00 Oct 22, 7:11 PM
WL-02980613 Expenses Open 1 $0.00 Oct 22, 7:11 PM
WL-02980614 Expenses Open 1 $0.00 Oct 22, 7:11 PM
WL-02980615 Expenses Open 1 $0.00 Oct 22, 7:11 PM
WL-03008258 Labor Open 0.33333333333333 $0.00 Nov 14, 7:10 PM
WL-03008259 Labor Open 0.75 $120.00 Nov 14, 7:10 PM
WL-03008260 Labor Open 1.5833333333333 $0.00 Nov 14, 7:10 PM
WL-03008261 Travel Open 8 - Nov 14, 7:10 PM
WL-03008262 Travel Open 71 - Nov 14, 7:10 PM
WL-03008263 Expenses Open 1 $0.00 Nov 14, 7:10 PM

Details