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WO-01300606 ↗ ServiceMax

Western NY Department of Developmental Disabilities • Preventive Maintenance • PSM

📍 North Road Day Hab — 10714 North Rd, Perrysburg NY, 14129

Sep 2, 2025 → Nov 17, 2025

✅ Completed
PSM
SLA Clock
Last business day of September 2025 · Target: Sep 30, 2025
✗ SLA Missed (31 biz days late)
Active: 52 biz days
🕐 Clock stopped: Completed (Nov 17, 2025)
▶ Clock Running
Status: Created
Sep 2 → Sep 2, 2025
0 business days (counted)
Running total: 0 of ? biz days used
28d
▶ Clock Running
Status: Ready for Scheduling
Sep 2 → Oct 13, 2025
28 business days (counted)
Running total: 28 of ? biz days used
▶ Clock Running
Status: Assigned
Oct 13 → Oct 14, 2025
1 business day (counted)
Running total: 29 of ? biz days used
23d
▶ Clock Running
Status: Scheduled
Oct 14 → Nov 17, 2025
23 business days (counted)
Running total: 52 of ? biz days used
▶ Clock Running
Status: Tech On Site
Nov 17 → Nov 17, 2025
0 business days (counted)
Running total: 52 of ? biz days used
Created: Sep 2, 2025 Completed: Nov 17, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Sep 2 → Sep 2 Created ▶ Running 0 0
Sep 2 → Oct 13 Ready for Scheduling ▶ Running 28 28
Oct 13 → Oct 14 Assigned ▶ Running 1 29
Oct 14 → Nov 17 Scheduled ▶ Running 23 52
Nov 17 → Nov 17 Tech On Site ▶ Running 0 52
Dispatch 0.0d
Coordinators 54.0d
Field Work 0.7d
Billing 2.2d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
54.0 days
Over SLA
Field Work
0.7 days
Billing
2.2 days
Over SLA
Created: Sep 2, 2025 Due: Oct 31, 2025 Completed: Nov 18, 2025 (17 days late)
📅
53.0 days Total Age
⏱️
29.0d in Ready for Scheduling Longest Stage
🔄
9 transitions Status Changes
⚠️
52.7d 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 #00523578
eBiotrack - Automated New Inspection Created
Closed
Inspection: Annual Equipment PM https://www.ebiotrack.com/inspection.php?iid=29740
Priority
Standard
Origin
Email
Reason
New Case
Contact
10714 North Rd House Supervisor Please call, do not email unless no answer
Owner
Jessica Sells
Created
Sep 1, 2025
Work Orders from this Case (1)
WO-01300606 (current) Invoiced
Preventive Maintenance • Erwin Forster
Created: Sep 2, 2025 • Closed: Nov 17, 2025
Completed with significant delays
Invoiced • 183 days old
🚨
Primary Delay 29.0 days stuck in "Ready for Scheduling"
⏱️
Total Delay 52.7 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
29.0d / 1.0d SLA
Assigned
1.0d / 0.5d SLA
Scheduled
24.0d / 2.0d SLA
Tech On Site
0.4d / 1.0d SLA
Completed
0.4d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
2.2d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
10/14 KSmith -- Scheduled for 11/17 with Melissa. 12pm-2pm

10/13 KSmith -- Left VM to schedule inspection

🔧 Work Performed
PM Inspection of (9) Patient Lifts. 5 lifts passed. 4 failed.
🔍 Technician Findings
9 lifts 0n site
⚠️ Problem Description
Inspection: Annual Equipment PM https://www.ebiotrack.com/inspection.php?iid=29740

Timeline

📞
Case Linked Sep 1, 1:02 AM
Case Number: 00523578
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
⏳ 1.0 business days
📋
▶
2 Work Order Created Sep 2, 11:06 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
🚨 29.0 business days
👷
▶
2 Technician Assigned Oct 13, 1:40 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 41d 2h
📅
▶
2 Dispatch Scheduled Oct 14, 9:06 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kourtney Smith
From: Assigned
To: Scheduled
Duration in Previous: 19h 25m
🚨 24.0 business days
🔧
Status: Tech On Site by Erwin Forster Nov 17, 1:21 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 34d 5h
✔️
Status: Completed by Erwin Forster Nov 17, 4:16 PM
From: Tech On Site
To: Completed
Duration in Previous: 2h 54m
⏱️
6x Labor Added Nov 17, 7:02 PM
Type: Labor, Travel, Expenses
Status: Open
Qty: 0.083333333333333, 3.1666666666667, 2.1666666666667, 109
🏁
Status: Closed by Erwin Forster Nov 17, 7:11 PM
From: Completed
To: Closed
Duration in Previous: 2h 55m
⏳ 2.6 business days
📄
▶
2 Status: Ready to Bill Nov 19, 4:59 PM
Status: Ready to Bill → Status: Billing Review
💵
Status: Billing Review by Diane Patton
From: Ready to Bill, Billing Review
To: Billing Review, Ready to Bill
Duration in Previous: 3m, 0m
⏳ 2.9 business days
📨
Status: Invoice Pending by Diane Patton Nov 22, 1:46 PM
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 2d 20h, 0m
⏳ 1.0 business days
🧾
Invoice Created Nov 24, 1:03 PM
Invoice Number: SM-247384

Bottlenecks

Ready for Scheduling
Duration: 29.0 business days (threshold: 1.0 business days)
Exceeded by 28.0 business days
Assigned
Duration: 1.0 business days (threshold: 4.0 business hours)
Exceeded by 4.0 business hours
Scheduled
Duration: 24.0 business days (threshold: 2.0 business days)
Exceeded by 22.0 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 2.2 business days (threshold: 1.0 business days)
Exceeded by 1.2 business days

🔗 Related Artifacts

📞
Case 00523578
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Preventive Maintenance
Branch
N/A
Technician
Erwin Forster
Scheduled
Nov 17, 2:00 PM
Created
Sep 2, 11:06 AM
Invoice #
SM-247384

Work Details (6)

Name Type Status Qty Amount Date
WL-03010457 Labor Open 0.083333333333333 $0.00 Nov 17, 7:02 PM
WL-03010458 Labor Open 3.1666666666667 $1,080.00 Nov 17, 7:02 PM
WL-03010459 Labor Open 2.1666666666667 $0.00 Nov 17, 7:02 PM
WL-03010460 Travel Open 1 - Nov 17, 7:02 PM
WL-03010461 Travel Open 109 - Nov 17, 7:02 PM
WL-03010462 Expenses Open 1 $0.00 Nov 17, 7:02 PM

Details