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WO-01303580 ↗ ServiceMax

Western NY Department of Developmental Disabilities • Inspection • PSM

📍 Perrysburg Community Home Lower Peck Hill — 10420 Lower Peck Hill Rd, Perrysburg NY, 14129

Sep 10, 2025 → Nov 20, 2025

✅ Completed
PSM
SLA Clock
Last business day of September 2025 · Target: Sep 30, 2025
✗ SLA Missed (34 biz days late)
Active: 49 biz days
🕐 Clock stopped: Completed (Nov 20, 2025)
▶ Clock Running
Status: Created
Sep 10 → Sep 10, 2025
0 business days (counted)
Running total: 0 of ? biz days used
22d
▶ Clock Running
Status: Ready for Scheduling
Sep 10 → Oct 13, 2025
22 business days (counted)
Running total: 22 of ? biz days used
▶ Clock Running
Status: Assigned
Oct 13 → Oct 15, 2025
2 business days (counted)
Running total: 24 of ? biz days used
12d
▶ Clock Running
Status: Scheduled
Oct 15 → Oct 31, 2025
12 business days (counted)
Running total: 36 of ? biz days used
▶ Clock Running
Status: Reschedule
Oct 31 → Nov 3, 2025
1 business day (counted)
Running total: 37 of ? biz days used
12d
▶ Clock Running
Status: Scheduled
Nov 3 → Nov 20, 2025
12 business days (counted)
Running total: 49 of ? biz days used
▶ Clock Running
Status: Tech On Site
Nov 20 → Nov 20, 2025
0 business days (counted)
Running total: 49 of ? biz days used
Created: Sep 10, 2025 Completed: Nov 20, 2025
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Sep 10 → Sep 10 Created ▶ Running 0 0
Sep 10 → Oct 13 Ready for Scheduling ▶ Running 22 22
Oct 13 → Oct 15 Assigned ▶ Running 2 24
Oct 15 → Oct 31 Scheduled ▶ Running 12 36
Oct 31 → Nov 3 Reschedule ▶ Running 1 37
Nov 3 → Nov 20 Scheduled ▶ Running 12 49
Nov 20 → Nov 20 Tech On Site ▶ Running 0 49
Dispatch 0.0d
Coordinators 52.4d
Field Work 0.9d
Billing 3.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
52.4 days
Over SLA
Field Work
0.9 days
Billing
3.0 days
Over SLA
Created: Sep 10, 2025 Due: Oct 31, 2025 Completed: Nov 21, 2025 (20 days late)
📅
50.0 days Total Age
⏱️
23.0d in Ready for Scheduling Longest Stage
🔄
11 transitions Status Changes
⚠️
48.4d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
9 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00525860
eBiotrack - Automated New Inspection Created
Closed
Inspection: Annual Equipment PM 4 pieces https://www.ebiotrack.com/inspection.php?iid=29743
Priority
Standard
Origin
Email
Reason
New Case
Contact
10420 Lower Peck Hill House Supervisor Please call, do not email unless no answer
Owner
Leona Coonrod
Created
Sep 9, 2025
Work Orders from this Case (1)
WO-01303580 (current) Invoiced
Inspection • Erwin Forster
Created: Sep 10, 2025 • Closed: Nov 20, 2025
Completed with significant delays
Invoiced • 175 days old
🚨
Primary Delay 23.0 days stuck in "Ready for Scheduling"
⏱️
Total Delay 48.4 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
23.0d / 1.0d SLA
Assigned
2.0d / 0.5d SLA
Scheduled
25.9d / 2.0d SLA
Reschedule
1.5d / 2.0d SLA
Tech On Site
0.2d / 1.0d SLA
Completed
0.6d / 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

11/3 KSmith -- Rescheduled for 11/20 with supervisor onsite.

10/31 KSmith -- FSE had another repair run long and was not able to make it onsite. Need to reschedule

10/15 KSmith -- Scheduled for 10/31 with Haley. 11am-1pm

10/14 KSmith -- Rang for a minute and never went to VM

10/13 KSmith -- Rang for a minute and never went to VM

CONFIRMED


09/12/2025 LHill-Called 716-532-3048 to confirm contact & equipment. Spoke with Michelle and she confirmed contact and equipment. 


Scheduling ahead needed: Yes 


Certain day or time:  M-F 9AM-3PM


Confirmed contact information is correct: Yes


Anything additional needed for tech to gain access to the facility: No

🔧 Work Performed
PM/Inspected 4 lifts.
🔍 Technician Findings
4 lifts onsite.
⚠️ Problem Description
Inspection: Annual Equipment PM 4 pieces https://www.ebiotrack.com/inspection.php?iid=29743

Timeline

📞
Case Linked Sep 9, 11:12 PM
Case Number: 00525860
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Sep 10, 10:44 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Leona Coonrod
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
🚨 23.0 business days
👷
▶
2 Technician Assigned Oct 13, 1:19 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 33d 2h
⏳ 2.0 business days
🗓️
▶
2 Status: Scheduled Oct 15, 9:42 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-10-31T16:30:00.000+0000
🚨 13.0 business days
🔄
Status: Reschedule by Kourtney Smith Oct 31, 3:50 PM
From: Scheduled
To: Reschedule
Duration in Previous: 16d 6h
⏳ 2.0 business days
🗓️
▶
2 Status: Scheduled Nov 3, 12:03 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-11-20T17:30:00.000+0000
🚨 13.0 business days
🔧
Status: Tech On Site by Erwin Forster Nov 20, 12:17 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 17d 0h
✔️
▶
2 Status: Completed Nov 20, 1:56 PM
Status: Completed → 3x Labor Added
⏱️
3x Labor Added
Type: Labor, Travel
Status: Open
Qty: 0.25, 1.75, 0.5
⏱️
6x Labor Added Nov 20, 6:55 PM
Type: Labor, Travel, Expenses
Status: Open
Qty: 0.083333333333333, 0.83333333333333, 2, 0.5, 108
🏁
Status: Closed by Erwin Forster Nov 20, 7:08 PM
From: Completed
To: Closed
Duration in Previous: 5h 11m
⏳ 2.6 business days
📄
Status: Ready to Bill by Diane Patton Nov 24, 10:06 AM
From: Closed
To: Ready to Bill
Duration in Previous: 3d 14h
⏳ 3.0 business days
📨
▶
2 Status: Invoice Pending Nov 26, 12:48 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, 5:13 PM
Invoice Number: 247638

Bottlenecks

Ready for Scheduling
Duration: 23.0 business days (threshold: 1.0 business days)
Exceeded by 22.0 business days
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: 12.9 business days (threshold: 2.0 business days)
Exceeded by 10.9 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 00525860
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
N/A
Technician
Erwin Forster
Scheduled
Nov 20, 12:30 PM
Created
Sep 10, 10:44 AM
Invoice #
247638

Work Details (9)

Name Type Status Qty Amount Date
WL-03014800 Labor Open 0.25 $0.00 Nov 20, 2:00 PM
WL-03014801 Labor Open 1.75 $0.00 Nov 20, 2:00 PM
WL-03014802 Travel Open 0.5 - Nov 20, 2:00 PM
WL-03015450 Labor Open 0.083333333333333 $0.00 Nov 20, 6:55 PM
WL-03015451 Labor Open 0.83333333333333 $480.00 Nov 20, 6:55 PM
WL-03015452 Labor Open 2 $0.00 Nov 20, 6:55 PM
WL-03015453 Travel Open 0.5 - Nov 20, 6:55 PM
WL-03015454 Travel Open 108 - Nov 20, 6:55 PM
WL-03015455 Expenses Open 1 $0.00 Nov 20, 6:55 PM

Details