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WO-01303630 ↗ ServiceMax

Western NY Department of Developmental Disabilities • Preventive Maintenance • PSM

📍 Perrysburg Community Home 11897 Main St — 11897 Main St, Perrysburg NY, 14129

Sep 10, 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: 68 biz days
🕐 Clock stopped: Completed (Dec 19, 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
22d
▶ Clock Running
Status: Scheduled
Oct 13 → Nov 13, 2025
22 business days (counted)
Running total: 44 of ? biz days used
▶ Clock Running
Status: Tech On Site
Nov 13 → Nov 13, 2025
0 business days (counted)
Running total: 44 of ? biz days used
▶ Clock Running
Status: Tech Off Site
Nov 13 → Nov 14, 2025
1 business day (counted)
Running total: 45 of ? biz days used
▶ Clock Running
Status: Reschedule
Nov 14 → Nov 19, 2025
3 business days (counted)
Running total: 48 of ? biz days used
18d
▶ Clock Running
Status: Scheduled
Nov 19 → Dec 17, 2025
18 business days (counted)
Running total: 66 of ? biz days used
▶ Clock Running
Status: Tech On Site
Dec 17 → Dec 17, 2025
0 business days (counted)
Running total: 66 of ? biz days used
▶ Clock Running
Status: Tech Off Site
Dec 17 → Dec 17, 2025
0 business days (counted)
Running total: 66 of ? biz days used
▶ Clock Running
Status: Reschedule
Dec 17 → Dec 19, 2025
2 business days (counted)
Running total: 68 of ? biz days used
Created: Sep 10, 2025 Completed: Dec 19, 2025
Show SLA Clock Detail (11 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 13 Scheduled ▶ Running 22 44
Nov 13 → Nov 13 Tech On Site ▶ Running 0 44
Nov 13 → Nov 14 Tech Off Site ▶ Running 1 45
Nov 14 → Nov 19 Reschedule ▶ Running 3 48
Nov 19 → Dec 17 Scheduled ▶ Running 18 66
Dec 17 → Dec 17 Tech On Site ▶ Running 0 66
Dec 17 → Dec 17 Tech Off Site ▶ Running 0 66
Dec 17 → Dec 19 Reschedule ▶ Running 2 68
Dispatch 0.0d
Coordinators 69.5d
Field Work 1.5d
Billing 3.7d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
69.5 days
Over SLA
Field Work
1.5 days
Billing
3.7 days
Over SLA
Created: Sep 10, 2025 Due: Oct 31, 2025 Completed: Dec 19, 2025 (48 days late)
📅
69.0 days Total Age
⏱️
23.0d in Ready for Scheduling Longest Stage
🔄
14 transitions Status Changes
⚠️
65.2d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
12 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits (2 reschedules)
2 on-site visits — follow-up trip required
👤 Self-scheduled by Erwin Forster — scheduling delays attributed to technician, not coordinators
Visit 1 Nov 13, 2025
Visit 2 Dec 17, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00525855
eBiotrack - Automated New Inspection Created
Closed
Annual Equipment PM 6 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=29745
Priority
Standard
Origin
Email
Reason
New Case
Contact
11897 Main 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-01303630 (current) Invoiced
Preventive Maintenance • Erwin Forster
Created: Sep 10, 2025 • Closed: Dec 19, 2025
Completed with significant delays
Invoiced • 175 days old
🚨
Primary Delay 23.0 days stuck in "Ready for Scheduling"
⏱️
Total Delay 65.2 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
40.4d / 2.0d SLA
Tech On Site
0.3d / 1.0d SLA
Tech Off Site
1.2d / 2.0d SLA
Reschedule
6.0d / 2.0d SLA
Closed
3.0d / 1.0d SLA
Ready to Bill
3.7d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/18 KSmith -- Per Dylan, "Please charge wait time and travel accordingly and close out with notes."

12/18 KSmith -- Chatter to Dylan to see if WO can be closed. We have been onsite several times and batteries have not been charged

12/17 EForster: Remaining 2 lifts not plugged in to charge.

11/19 KSmith -- Scheduled for 12/17 with site supervisor. Advised batteries need to be charged.

11/13 EForster: 2 lifts not charged. Return trip required.

10/13 KSmith -- Scheduled for 11/13 with Nathan. 11am-1pm

🔧 Work Performed
Inspect 4 lifts. 1 lift (ld431069984) failed due to inability to lift full load. 1 lift failed due to frayed strap. 12/17: Both remaining lifts not charged. (LD471071206 & LD471071207)
🔍 Technician Findings
2 lifts currently in use. 2 lifts not on charger. LD471071206 NOT CHARGED LD471071207 not charged
⚠️ Problem Description
Annual Equipment PM 6 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=29745

Timeline

📞
Case Linked Sep 9, 11:12 PM
Case Number: 00525855
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Sep 10, 12:04 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
🚨 23.0 business days
👷
▶
2 Technician Assigned Oct 13, 1:40 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 33d 1h
🗓️
▶
2 Status: Scheduled Oct 13, 3:45 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-11-13T17:30:00.000+0000
🚨 22.0 business days
🔧
Status: Tech On Site by Erwin Forster Nov 13, 1:14 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 30d 22h
🚗
Status: Tech Off Site by Erwin Forster Nov 13, 2:59 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 1h 45m
⏱️
6x Labor Added Nov 13, 7:37 PM
Type: Labor, Travel, Expenses
Status: Open
Qty: 0.083333333333333, 1.8333333333333, 2.25, 0.5, 109
🔄
Status: Reschedule by Erwin Forster Nov 13, 7:50 PM
From: Tech Off Site
To: Reschedule
Duration in Previous: 4h 50m
⏳ 4.5 business days
🗓️
▶
2 Status: Scheduled Nov 19, 3:31 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-12-17T18:30:00.000+0000
🚨 19.0 business days
🔧
Status: Tech On Site by Erwin Forster Dec 17, 1:22 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 27d 21h
🚗
Status: Tech Off Site by Erwin Forster Dec 17, 1:37 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 14m
⏱️
▶
2 6x Labor Added Dec 17, 6:40 PM
6x Labor Added → Status: Reschedule
🔄
Status: Reschedule by Erwin Forster
From: Tech Off Site
To: Reschedule
Duration in Previous: 5h 4m
⏳ 2.7 business days
✔️
Status: Completed by Shawn Rogers Dec 19, 9:59 AM
From: Reschedule, Completed
To: Completed, Closed
Duration in Previous: 1d 15h, 0m
⏳ 3.0 business days
📄
Status: Ready to Bill by Diane Patton Dec 23, 1:02 PM
From: Closed
To: Ready to Bill
Duration in Previous: 4d 3h
⏳ 4.0 business days
📨
▶
3 Status: Invoice Pending Dec 29, 2:01 PM
Status: Invoice Pending → Invoice Created → Status: Invoiced
🧾
Invoice Created
Invoice Number: SM-250079
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m

Bottlenecks

Ready for Scheduling
Duration: 23.0 business days (threshold: 1.0 business days)
Exceeded by 22.0 business days
Scheduled
Duration: 22.0 business days (threshold: 2.0 business days)
Exceeded by 20.0 business days
Reschedule
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Scheduled
Duration: 18.4 business days (threshold: 2.0 business days)
Exceeded by 16.4 business days
Reschedule
Duration: 2.0 business days (threshold: 2.0 business days)
Exceeded by 0.3 business hours
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Ready to Bill
Duration: 3.7 business days (threshold: 1.0 business days)
Exceeded by 2.7 business days

🔗 Related Artifacts

📞
Case 00525855
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Preventive Maintenance
Branch
N/A
Technician
Erwin Forster
Scheduled
N/A
Created
Sep 10, 12:04 PM
Invoice #
SM-250079

Work Details (12)

Name Type Status Qty Amount Date
WL-03006718 Labor Open 0.083333333333333 $0.00 Nov 13, 7:37 PM
WL-03006719 Labor Open 1.8333333333333 $480.00 Nov 13, 7:37 PM
WL-03006720 Labor Open 2.25 $0.00 Nov 13, 7:37 PM
WL-03006721 Travel Open 0.5 - Nov 13, 7:37 PM
WL-03006722 Travel Open 109 - Nov 13, 7:37 PM
WL-03006723 Expenses Open 1 $0.00 Nov 13, 7:37 PM
WL-03041205 Labor Open 0.083333333333333 $0.00 Dec 17, 6:40 PM
WL-03041206 Labor Open 0.33333333333333 $0.00 Dec 17, 6:40 PM
WL-03041207 Labor Open 2.5 $0.00 Dec 17, 6:40 PM
WL-03041208 Travel Open 0.5 - Dec 17, 6:40 PM
WL-03041209 Travel Open 109 - Dec 17, 6:40 PM
WL-03041210 Expenses Open 1 $0.00 Dec 17, 6:40 PM

Details