Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01303622 ↗ ServiceMax

Western NY Department of Developmental Disabilities • Preventive Maintenance • PSM

📍 Buffalo Community Home Madison St — 393 Madison St, Buffalo NY, 14212

Sep 10, 2025 → Oct 27, 2025

✅ Completed
PSM
SLA Clock
Last business day of September 2025 · Target: Sep 30, 2025
✗ SLA Missed (17 biz days late)
Active: 32 biz days
🕐 Clock stopped: Completed (Oct 27, 2025)
▶ Clock Running
Status: Created
Sep 10 → Sep 10, 2025
0 business days (counted)
Running total: 0 of ? biz days used
14d
▶ Clock Running
Status: Ready for Scheduling
Sep 10 → Sep 30, 2025
14 business days (counted)
Running total: 14 of ? biz days used
8d
▶ Clock Running
Status: Assigned
Sep 30 → Oct 13, 2025
8 business days (counted)
Running total: 22 of ? biz days used
10d
▶ Clock Running
Status: Scheduled
Oct 13 → Oct 27, 2025
10 business days (counted)
Running total: 32 of ? biz days used
Created: Sep 10, 2025 Completed: Oct 27, 2025
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Sep 10 → Sep 10 Created ▶ Running 0 0
Sep 10 → Sep 30 Ready for Scheduling ▶ Running 14 14
Sep 30 → Oct 13 Assigned ▶ Running 8 22
Oct 13 → Oct 27 Scheduled ▶ Running 10 32
Dispatch 0.0d
Coordinators 33.5d
Field Work 0.8d
Billing 1.8d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
33.5 days
Over SLA
Field Work
0.8 days
Billing
1.8 days
Over SLA
Created: Sep 10, 2025 Due: Oct 31, 2025 Completed: Oct 27, 2025 (4 days early)
📅
33.0 days Total Age
⏱️
15.0d in Ready for Scheduling Longest Stage
🔄
8 transitions Status Changes
⚠️
30.9d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00525852
eBiotrack - Automated New Inspection Created
Closed
Annual Equipment PM 1 Pc 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=29753
Priority
Standard
Origin
Email
Reason
New Case
Contact
393 Madison St House Supervisor Please call, do not email unless no answer
Owner
Kimberly Hardison
Created
Sep 9, 2025
Work Orders from this Case (1)
WO-01303622 (current) Invoiced
Preventive Maintenance • Erwin Forster
Created: Sep 10, 2025 • Closed: Oct 27, 2025
Completed with significant delays
Invoiced • 175 days old
🚨
Primary Delay 15.0 days stuck in "Ready for Scheduling"
⏱️
Total Delay 30.9 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
15.0d / 1.0d SLA
Assigned
8.5d / 0.5d SLA
Scheduled
10.0d / 2.0d SLA
Completed
0.8d / 1.0d SLA
Closed
1.1d / 1.0d SLA
Ready to Bill
1.8d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
10/13 KSmith -- Scheduled for 10/27 with house supervisor

10/9 KSmith -- Called several times and someone would pick up but wouldn't answer. Will try again later.

9/30 KSmith -- Site supervisor was not in. Advised to call back later.

🔧 Work Performed
Inspection complete. Tub not in use. Water spouts capped off. No power to tub. Staff believes it is being removed. Unit failed inspection.
🔍 Technician Findings
Tub not in use. Water spouts capped off. No power to tub. Staff believes it is being removed.
⚠️ Problem Description
Annual Equipment PM 1 Pc 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=29753

Timeline

📞
Case Linked Sep 9, 11:12 PM
Case Number: 00525852
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Sep 10, 11:45 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
🚨 15.0 business days
👷
▶
2 Technician Assigned Sep 30, 4:04 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 20d 4h
⚠️ 9.0 business days
🗓️
▶
2 Status: Scheduled Oct 13, 12:51 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-10-27T16:00:00.000+0000
⏳ 2.0 business days
📅
Dispatch Scheduled by Kourtney Smith Oct 15, 3:02 PM
Scheduled For: 2025-10-27T19:00:00.000+0000
⚠️ 7.0 business days
📅
Dispatch Scheduled by Kourtney Smith Oct 23, 8:55 AM
Scheduled For: 2025-10-27T16:30:00.000+0000
📅
Dispatch Scheduled by Kourtney Smith Oct 23, 3:40 PM
Scheduled For: 2025-10-27T15:15:00.000+0000
⏳ 3.0 business days
✔️
Status: Completed by Erwin Forster Oct 27, 12:28 PM
From: Scheduled
To: Completed
Duration in Previous: 13d 23h
⏱️
3x Labor Added Oct 27, 6:42 PM
Type: Labor, Travel
Status: Open
Qty: 0.5, 0.33333333333333, 12
🏁
Status: Closed by Erwin Forster Oct 27, 7:04 PM
From: Completed
To: Closed
Duration in Previous: 6h 36m
📄
Status: Ready to Bill by Diane Patton Oct 28, 1:57 PM
From: Closed
To: Ready to Bill
Duration in Previous: 18h 53m
⏳ 2.0 business days
📨
▶
2 Status: Invoice Pending Oct 29, 5:23 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⏳ 3.8 business days
🧾
Invoice Created Nov 3, 9:41 AM
Invoice Number: SM-245106

Bottlenecks

Ready for Scheduling
Duration: 15.0 business days (threshold: 1.0 business days)
Exceeded by 14.0 business days
Assigned
Duration: 8.5 business days (threshold: 4.0 business hours)
Exceeded by 8.0 business days
Scheduled
Duration: 10.0 business days (threshold: 2.0 business days)
Exceeded by 8.0 business days
Closed
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 0.9 business hours
Ready to Bill
Duration: 1.8 business days (threshold: 1.0 business days)
Exceeded by 6.0 business hours

🔗 Related Artifacts

📞
Case 00525852
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Preventive Maintenance
Branch
N/A
Technician
Erwin Forster
Scheduled
Oct 27, 11:15 AM
Created
Sep 10, 11:45 AM
Invoice #
SM-245106

Work Details (3)

Name Type Status Qty Amount Date
WL-02985805 Labor Open 0.5 $0.00 Oct 27, 6:42 PM
WL-02985806 Labor Open 0.33333333333333 $99.00 Oct 27, 6:42 PM
WL-02985807 Travel Open 12 - Oct 27, 6:42 PM

Details