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WO-01303599 ↗ ServiceMax

Western NY Department of Developmental Disabilities • Preventive Maintenance • PSM

📍 Perrysburg Community Home North Rd — 10804 North Rd, Perrysburg NY, 14129

Sep 10, 2025 → Nov 18, 2025

✅ Completed
PSM
SLA Clock
Last business day of September 2025 · Target: Sep 30, 2025
✗ SLA Missed (32 biz days late)
Active: 47 biz days
🕐 Clock stopped: Completed (Nov 18, 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 13, 2025
0 business days (counted)
Running total: 22 of ? biz days used
25d
▶ Clock Running
Status: Scheduled
Oct 13 → Nov 18, 2025
25 business days (counted)
Running total: 47 of ? biz days used
▶ Clock Running
Status: Tech On Site
Nov 18 → Nov 18, 2025
0 business days (counted)
Running total: 47 of ? biz days used
Created: Sep 10, 2025 Completed: Nov 18, 2025
Show SLA Clock Detail (5 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 13 Assigned ▶ Running 0 22
Oct 13 → Nov 18 Scheduled ▶ Running 25 47
Nov 18 → Nov 18 Tech On Site ▶ Running 0 47
Dispatch 0.0d
Coordinators 48.0d
Field Work 0.9d
Billing 1.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
48.0 days
Over SLA
Field Work
0.9 days
Billing
1.0 days
Created: Sep 10, 2025 Due: Oct 31, 2025 Completed: Nov 18, 2025 (17 days late)
📅
48.0 days Total Age
⏱️
25.0d in Scheduled Longest Stage
🔄
9 transitions Status Changes
⚠️
47.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
4 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00525853
eBiotrack - Automated New Inspection Created.
Closed
Annual Equipment PM 3 Pcs 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=29744
Priority
Standard
Origin
Email
Reason
New Case
Contact
10804 North Rd House Supervisor Please call, do not email unless no answer
Owner
Kimberly Hardison
Created
Sep 9, 2025
Work Orders from this Case (1)
WO-01303599 (current) Invoiced
Preventive Maintenance • Erwin Forster
Created: Sep 10, 2025 • Closed: Nov 18, 2025
Completed with significant delays
Invoiced • 175 days old
🚨
Primary Delay 25.0 days stuck in "Scheduled"
⏱️
Total Delay 47.0 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
0.0d / 0.5d SLA
Scheduled
25.0d / 2.0d SLA
Tech On Site
0.2d / 1.0d SLA
Completed
0.7d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Ready to Bill
1.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
10/13 KSmith -- Scheduled for 11/18 with Tracy. 9-11am
🔧 Work Performed
3 lifts failed inspection. See notes on inspection report. PM/inspection complete
🔍 Technician Findings
3 lifts on site.
⚠️ Problem Description
Annual Equipment PM 3 Pcs 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=29744

Timeline

📞
Case Linked Sep 9, 11:12 PM
Case Number: 00525853
Subject: eBiotrack - Automated New Inspection Created.
Status: Closed
📋
Work Order Created Sep 10, 11:20 AM
Work Order: WO-01303599
Type: Preventive Maintenance
Priority: PSM
📅
Status: Ready for Scheduling by Kimberly Hardison Sep 10, 11:25 AM
From: Entered
To: Ready for Scheduling
Duration in Previous: 5m
🚨 23.0 business days
👷
▶
2 Technician Assigned Oct 13, 1:41 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 33d 2h
🗓️
▶
2 Status: Scheduled Oct 13, 3:50 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-11-18T15:00:00.000+0000
🚨 25.0 business days
🔧
Status: Tech On Site by Erwin Forster Nov 18, 11:09 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 35d 20h
✔️
Status: Completed by Erwin Forster Nov 18, 12:46 PM
From: Tech On Site
To: Completed
Duration in Previous: 1h 37m
⏱️
4x Labor Added Nov 18, 6:12 PM
Type: Labor, Travel, Expenses
Status: Open
Qty: 2.1666666666667, 1.6666666666667, 109
🏁
Status: Closed by Erwin Forster Nov 18, 6:37 PM
From: Completed
To: Closed
Duration in Previous: 5h 50m
⏳ 3.7 business days
📄
Status: Ready to Bill by Diane Patton Nov 21, 9:22 AM
From: Closed
To: Ready to Bill
Duration in Previous: 2d 14h
⏳ 1.0 business days
📨
▶
2 Status: Invoice Pending Nov 22, 1:50 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⏳ 1.0 business days
🧾
Invoice Created Nov 24, 1:02 PM
Invoice Number: SM-247386

Bottlenecks

Ready for Scheduling
Duration: 23.0 business days (threshold: 1.0 business days)
Exceeded by 22.0 business days
Scheduled
Duration: 25.0 business days (threshold: 2.0 business days)
Exceeded by 23.0 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00525853
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Preventive Maintenance
Branch
N/A
Technician
Erwin Forster
Scheduled
Nov 18, 10:00 AM
Created
Sep 10, 11:20 AM
Invoice #
SM-247386

Work Details (4)

Name Type Status Qty Amount Date
WL-03011921 Labor Open 2.1666666666667 $0.00 Nov 18, 6:12 PM
WL-03011922 Labor Open 1.6666666666667 $360.00 Nov 18, 6:12 PM
WL-03011923 Travel Open 109 - Nov 18, 6:12 PM
WL-03011924 Expenses Open 1 $0.00 Nov 18, 6:12 PM

Details