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WO-01303155 ↗ ServiceMax

Upstate Service Group • Inspection • PSM

📍 CORTLAND PARK — 193 CLINTON AVENUE, CORTLAND NY, 13045

Sep 8, 2025 → Dec 19, 2025

✅ Completed
PSM
SLA Clock
Last business day of September 2025 · Target: Sep 30, 2025
✗ SLA Missed (53 biz days late)
Active: 70 biz days
🕐 Clock stopped: Completed (Dec 19, 2025)
▶ Clock Running
Status: Created
Sep 8 → Sep 8, 2025
0 business days (counted)
Running total: 0 of ? biz days used
13d
▶ Clock Running
Status: Ready for Scheduling
Sep 8 → Sep 25, 2025
13 business days (counted)
Running total: 13 of ? biz days used
18d
▶ Clock Running
Status: Assigned
Sep 25 → Oct 22, 2025
18 business days (counted)
Running total: 31 of ? biz days used
▶ Clock Running
Status: Scheduled
Oct 22 → Oct 22, 2025
0 business days (counted)
Running total: 31 of ? biz days used
17d
▶ Clock Running
Status: On Hold
Oct 22 → Nov 17, 2025
17 business days (counted)
Running total: 48 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 17 → Nov 18, 2025
1 business day (counted)
Running total: 49 of ? biz days used
▶ Clock Running
Status: Assigned
Nov 18 → Nov 19, 2025
1 business day (counted)
Running total: 50 of ? biz days used
12d
▶ Clock Running
Status: Scheduled
Nov 19 → Dec 9, 2025
12 business days (counted)
Running total: 62 of ? biz days used
▶ Clock Running
Status: Tech On Site
Dec 9 → Dec 9, 2025
0 business days (counted)
Running total: 62 of ? biz days used
8d
▶ Clock Running
Status: Scheduled
Dec 9 → Dec 19, 2025
8 business days (counted)
Running total: 70 of ? biz days used
▶ Clock Running
Status: Tech On Site
Dec 19 → Dec 19, 2025
0 business days (counted)
Running total: 70 of ? biz days used
Created: Sep 8, 2025 Completed: Dec 19, 2025
Show SLA Clock Detail (11 periods)
Period Status Clock Biz Days Running Total
Sep 8 → Sep 8 Created ▶ Running 0 0
Sep 8 → Sep 25 Ready for Scheduling ▶ Running 13 13
Sep 25 → Oct 22 Assigned ▶ Running 18 31
Oct 22 → Oct 22 Scheduled ▶ Running 0 31
Oct 22 → Nov 17 On Hold ▶ Running 17 48
Nov 17 → Nov 18 Ready for Scheduling ▶ Running 1 49
Nov 18 → Nov 19 Assigned ▶ Running 1 50
Nov 19 → Dec 9 Scheduled ▶ Running 12 62
Dec 9 → Dec 9 Tech On Site ▶ Running 0 62
Dec 9 → Dec 19 Scheduled ▶ Running 8 70
Dec 19 → Dec 19 Tech On Site ▶ Running 0 70
Dispatch 0.0d
Holding 18.0d (excluded)
Coordinators 58.2d
Field Work 0.9d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Holding (excluded from total)
18.0 days
Coordinators
58.2 days
Over SLA
Field Work
0.9 days
Billing
0.0 days
Created: Sep 8, 2025 Due: Nov 28, 2025 Completed: Dec 19, 2025 (20 days late)
📅
71.0 days Total Age
⏱️
19.0d in Assigned Longest Stage
🔄
14 transitions Status Changes
⚠️
52.8d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
10 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
👤 Self-scheduled by Darek Kirkpatrick — scheduling delays attributed to technician, not coordinators
Visit 1 Dec 9, 2025
Visit 2 Dec 19, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00525157
eBiotrack - Automated New Inspection Created
Closed
Inspection: Annual Equipment Electrical Safety Test Service Equip: 149 https://www.ebiotrack.com/omnicor/inspection.php?iid=10176
Priority
Standard
Origin
Email
Reason
New Case
Contact
Shevy Cohen
Owner
John Rolston
Created
Sep 8, 2025
Work Orders from this Case (1)
WO-01303155 (current) Invoiced
Inspection • Darek Kirkpatrick
Created: Sep 8, 2025 • Closed: Dec 19, 2025
Completed with significant delays
Invoiced • 177 days old
🚨
Primary Delay 19.0 days stuck in "Assigned"
⏱️
Total Delay 52.8 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
15.4d / 1.0d SLA
Assigned
21.0d / 0.5d SLA
Scheduled
21.8d / 2.0d SLA
On Hold
18.0d
Tech On Site
0.8d / 1.0d SLA
Completed
0.2d / 1.0d SLA
Closed
2.8d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/9-DK- MULTIPLE DAY INSPECTION. RESCHEDULED TO FINISH 12/19

11/19 KSmith -- Scheduled for 12/9 with Esther

11/18 KSmith -- Sent email to Esther with available dates in December. Awaiting response


11/18/2025 LHill-LM at 518-321-6064 for Shevy Cohen to confirm equipment & contact.


11/17 SBerry: Contract updated, work good to be completed

10/22 KSmith -- Esther advised they do not wish to schedule an inspection at this time. Also asked about contract pricing (Sent that to Scott B to discuss with customer)

10/22 KSmith -- Scheduled for 12/2 per Esther's request

10/22 KSmith -- Followed up with Esther to see if they were ready to schedule and provided available dates if so. Awaiting response

9/25 KSmith -- Esther advised they will wait until closer to December to schedule an inspection date

9/25 KSmith -- Esther advised they are not due until January. Advised majority of the equipment will expire 12/5/25. There were a few pieces of equipment done in January, but majority are due in December. Provided information to Esther and am awaiting response.

9/25 KSmith -- Shevy advised we need to schedule with Esther

Esther Engelman <EEngelman@usgny.com>

9/25 KSmith -- Sent email to schedule for 11/3-11/4

🔧 Work Performed
ANNUAL INSPECTION COMPLETED ON 117 ITEMS
🔍 Technician Findings
ANNUAL INSPECTION
⚠️ Problem Description
Inspection: Annual Equipment Electrical Safety Test Service Equip: 149 https://www.ebiotrack.com/omnicor/inspection.php?iid=10176

Timeline

📞
Case Linked Sep 8, 8:39 AM
Case Number: 00525157
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Sep 8, 10:54 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by John Rolston
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
🚨 14.0 business days
👷
▶
2 Status: Assigned Sep 25, 10:44 AM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Kourtney Smith
Technician: Bernard Thompson
🚨 19.0 business days
👷
▶
3 Technician Assigned Oct 22, 10:08 AM
Technician Assigned → Status: Scheduled → Dispatch Scheduled
🗓️
Status: Scheduled by Kourtney Smith
From: Assigned
To: Scheduled
Duration in Previous: 26d 23h
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-12-02T13:00:00.000+0000
⏸️
Status: On Hold by Kourtney Smith Oct 22, 11:19 AM
From: Scheduled
To: On Hold
Duration in Previous: 1h 8m
🚨 18.0 business days
📅
Status: Ready for Scheduling by Scott Berry Nov 17, 3:46 PM
From: On Hold
To: Ready for Scheduling
Duration in Previous: 26d 5h
👷
▶
2 Technician Assigned Nov 18, 10:32 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 18h 45m
🗓️
▶
2 Status: Scheduled Nov 19, 7:14 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-12-09T13:00:00.000+0000, 2025-12-09T15:00:00.000+0000
⚠️ 8.0 business days
📅
Dispatch Scheduled by Kourtney Smith Dec 2, 8:48 AM
Scheduled For: 2025-12-09T13:00:00.000+0000
⚠️ 6.0 business days
🔧
▶
2 Status: Tech On Site Dec 9, 10:11 AM
Status: Tech On Site → 2x Labor Added
⏱️
2x Labor Added
Type: Labor, Travel
Status: Open
Qty: 0.25, 6
⏱️
▶
3 Labor Added Dec 9, 2:00 PM
Labor Added → Dispatch Scheduled → Status: Scheduled
📅
Dispatch Scheduled by Darek Kirkpatrick
Scheduled For: 2025-12-19T16:00:00.000+0000
🗓️
Status: Scheduled by Darek Kirkpatrick
From: Tech On Site
To: Scheduled
Duration in Previous: 3h 52m
⏱️
2x Labor Added Dec 9, 2:06 PM
Type: Labor, Travel
Status: Open
Qty: 0.91666666666667, 42
⚠️ 9.0 business days
🔧
▶
2 Status: Tech On Site Dec 19, 9:15 AM
Status: Tech On Site → 2x Labor Added
⏱️
2x Labor Added
Type: Labor, Travel
Status: Open
Qty: 0.83333333333333, 35
⏱️
3x Labor Added Dec 19, 11:34 AM
Type: Labor, Travel
Status: Open
Qty: 2.4166666666667, 42
✔️
Status: Completed by Darek Kirkpatrick Dec 19, 11:40 AM
From: Tech On Site
To: Completed
Duration in Previous: 2h 24m
🏁
Status: Closed by Darek Kirkpatrick Dec 19, 12:58 PM
From: Completed
To: Closed
Duration in Previous: 1h 18m
⏳ 3.0 business days
📄
▶
3 Status: Ready to Bill Dec 23, 1:28 PM
Status: Ready to Bill → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
🧾
Invoice Created
Invoice Number: SM-249837

Bottlenecks

Ready for Scheduling
Duration: 14.0 business days (threshold: 1.0 business days)
Exceeded by 13.0 business days
Assigned
Duration: 19.0 business days (threshold: 4.0 business hours)
Exceeded by 18.5 business days
Ready for Scheduling
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.2 business hours
Assigned
Duration: 2.0 business days (threshold: 4.0 business hours)
Exceeded by 1.5 business days
Scheduled
Duration: 13.0 business days (threshold: 2.0 business days)
Exceeded by 11.0 business days
Scheduled
Duration: 8.6 business days (threshold: 2.0 business days)
Exceeded by 6.6 business days
Closed
Duration: 2.8 business days (threshold: 1.0 business days)
Exceeded by 1.8 business days

🔗 Related Artifacts

📞
Case 00525157
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
N/A
Technician
Darek Kirkpatrick
Scheduled
Dec 19, 11:00 AM
Created
Sep 8, 10:54 AM
Invoice #
SM-249837

Work Details (10)

Name Type Status Qty Amount Date
WL-03031132 Labor Open 0.25 $0.00 Dec 9, 10:12 AM
WL-03031133 Travel Open 6 - Dec 9, 10:12 AM
WL-03031529 Labor Open 3.9166666666667 $0.00 Dec 9, 2:00 PM
WL-03031536 Labor Open 0.91666666666667 $0.00 Dec 9, 2:06 PM
WL-03031537 Travel Open 42 - Dec 9, 2:06 PM
WL-03043036 Labor Open 0.83333333333333 $0.00 Dec 19, 9:16 AM
WL-03043037 Travel Open 35 - Dec 19, 9:16 AM
WL-03043351 Labor Open 2.4166666666667 $2,385.60 Dec 19, 11:34 AM
WL-03043352 Labor Open 1 $0.00 Dec 19, 11:35 AM
WL-03043353 Travel Open 42 - Dec 19, 11:35 AM

Details