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WO-01301773 ↗ ServiceMax

GROTON Community Memorial Health Center • Evaluation • P5

📍 GROTON Community Memorial Health Center — 120 SYKES STREET, GROTON NY, 13073

Sep 4, 2025 → Sep 11, 2025

✅ Completed
P5
SLA Clock
5 business days from creation · Target: Sep 11, 2025
✗ SLA Missed (1 biz days late)
Active: 6 biz days
Budget: 5 biz days
🕐 Clock stopped: Completed (Sep 12, 2025)
SLA Target
▶ Clock Running
Status: Created
Sep 4 → Sep 4, 2025
0 business days (counted)
Running total: 0 of 5 biz days used
1d
▶ Clock Running
Status: Ready for Scheduling
Sep 4 → Sep 5, 2025
1 business day (counted)
Running total: 1 of 5 biz days used
▶ Clock Running
Status: Assigned
Sep 5 → Sep 5, 2025
0 business days (counted)
Running total: 1 of 5 biz days used
4d
▶ Clock Running
Status: Scheduled
Sep 5 → Sep 11, 2025
4 business days (counted)
Running total: 5 of 5 biz days used
▶ Clock Running
Status: Tech On Site
Sep 11 → Sep 11, 2025
0 business days (counted)
Running total: 5 of 5 biz days used
▶ Clock Running
Status: Completed
Sep 11 → Sep 11, 2025
0 business days (counted)
Running total: 5 of 5 biz days used
▶ Clock Running
Status: Closed
Sep 11 → Sep 11, 2025
0 business days (counted)
Running total: 5 of 5 biz days used
▶ Clock Running
Status: Incomplete
Sep 11 → Sep 12, 2025
1 business day (counted)
Running total: 6 of 5 biz days used
Created: Sep 4, 2025 Completed: Sep 12, 2025
Business Days Used 6 / 5
0 5d budget +1d over
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Sep 4 → Sep 4 Created ▶ Running 0 0 / 5
Sep 4 → Sep 5 Ready for Scheduling ▶ Running 1 1 / 5
Sep 5 → Sep 5 Assigned ▶ Running 0 1 / 5
Sep 5 → Sep 11 Scheduled ▶ Running 4 5 / 5
Sep 11 → Sep 11 Tech On Site ▶ Running 0 5 / 5
Sep 11 → Sep 11 Completed ▶ Running 0 5 / 5
Sep 11 → Sep 11 Closed ▶ Running 0 5 / 5
Sep 11 → Sep 12 Incomplete ▶ Running 1 6 / 5
Dispatch 0.0d
Coordinators 6.9d
Field Work 0.4d
Incomplete 0.2d (excluded)
✗ SLA Missed
Dispatch
0.0 days
Coordinators
6.9 days
Over SLA
Field Work
0.4 days
Incomplete (excluded from total)
0.2 days
Created: Sep 4, 2025 Due: Sep 11, 2025 Completed: Sep 12, 2025 (on time)
📅
6.2 days Total Age
⏱️
4.9d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
4.9d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
2 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00524523
eBiotrack - New Work Order Created
Closed
Q-00029856 PROACTIVE PROTEKT 500 Patient Lift Asset tag ID 13104148 SN 113350060718560 People are complaining they are not working, but Leslie thinks it is operator error, she thinks they might be having problems with the batteries L2 Notes: Technician to complete evaluation to see if issue is operator error, battery, or another issue. Parts TBD if needed. https://www.ebiotrack.com/omnicor/workorder.php?wo=6934
Priority
Standard
Origin
Email
Reason
New Case
Contact
Bryan Capps
Owner
Sherry Reich
Created
Sep 4, 2025
Work Orders from this Case (1)
WO-01301773 (current) Invoiced
Evaluation • James Duff
Created: Sep 4, 2025 • Closed: Sep 11, 2025
Completed with minor delays
Invoiced • 181 days old
🚨
Primary Delay 4.9 days stuck in "Scheduled"
⏱️
Total Delay 4.9 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
2.0d / 1.0d SLA
Assigned
0.1d / 0.5d SLA
Scheduled
4.9d / 2.0d SLA
Tech On Site
0.4d / 1.0d SLA
Closed
2.2d / 1.0d SLA
Incomplete
0.2d

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
9/5 KSmith -- Scheduled for 9/11 with Bryan on WO-01301773. Please ask for Leslie, who will be the onsite POC

9/5 KSmith -- Sent email to schedule for 9/11 on WO-01301773 (Duff)

9/4/25 SReich - Originated from case 00523794.

🔧 Work Performed
09/11/2025 - JWD Located patient lift and confirmed issue. If possible, order parts if needed. Notify POC of equipment status. Confirmed issue as battery needs to be replaced. Notified POC of the status and the site will order a new battery.
🔍 Technician Findings
09/11/2025 - JWD Locate patient lift and confirm issue. If possible, order parts if needed. Notify POC of equipment status. Confirmed issue as battery needs to be replaced. Notified POC of the status and the si 09/11/2025 - JWD Locate patient lift and confirm issue. If possible, order parts if needed. Notify POC of equipment status.
⚠️ Problem Description
PROACTIVE PROTEKT 500 Patient Lift Asset tag ID 13104148 SN 113350060718560 People are complaining they are not working, but Leslie thinks it is operator error, she thinks they might be having problems with the batteries L2 Notes: Technician to complete evaluation to see if issue is operator error, battery, or another issue. Parts TBD if needed. https://www.ebiotrack.com/omnicor/workorder.php?wo=6934

Timeline

📞
Case Linked Sep 4, 11:52 AM
Case Number: 00524523
Subject: eBiotrack - New Work Order Created
Status: Closed
📋
▶
2 Work Order Created Sep 4, 12:05 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 1m
⏳ 2.0 business days
👷
▶
2 Technician Assigned Sep 5, 12:27 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1d 0h
👷
▶
3 Technician Assigned Sep 5, 12:58 PM
Technician Assigned → Status: Scheduled → Dispatch Scheduled
🗓️
Status: Scheduled by Kourtney Smith
From: Assigned
To: Scheduled
Duration in Previous: 33m
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-09-11T17:00:00.000+0000
⏳ 3.0 business days
📅
Dispatch Scheduled by Kourtney Smith Sep 9, 8:26 AM
Scheduled For: 2025-09-11T16:00:00.000+0000
⏳ 3.0 business days
🔧
Status: Tech On Site by James Duff Sep 11, 2:56 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 6d 1h
✔️
Status: Completed by James Duff Sep 11, 5:50 PM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 2h 54m, 0m
⚠️
▶
2 Status: Incomplete Sep 11, 7:42 PM
Status: Incomplete → Labor Added
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 0.5
⏱️
▶
2 Labor Added Sep 11, 9:38 PM
Labor Added → Status: Completed
✔️
Status: Completed by James Duff
From: Incomplete, Completed
To: Completed, Closed
Duration in Previous: 1h 58m, 0m
⏳ 2.3 business days
📄
Status: Ready to Bill by Diane Patton Sep 15, 4:23 PM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 3d 18h, 0m
⏳ 3.0 business days
🧾
Invoice Created Sep 17, 9:26 PM
Invoice Number: SM-241005

Bottlenecks

Ready for Scheduling
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 7.9 business hours
Scheduled
Duration: 4.9 business days (threshold: 2.0 business days)
Exceeded by 2.9 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00524523
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P5
Type
Evaluation
Branch
N/A
Technician
James Duff
Scheduled
Sep 11, 12:00 PM
Created
Sep 4, 12:05 PM
Invoice #
SM-241005

Work Details (2)

Name Type Status Qty Amount Date
WL-02933134 Labor Open 0.5 $74.50 Sep 11, 7:44 PM
WL-02933345 Labor Open 1.25 $0.00 Sep 11, 9:38 PM

Details