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WO-01305193 ↗ ServiceMax

StracSkin • Repair • PSM

📍 Stracskin — 95 Brewery Lane, Suite 5, Portsmouth NH, 03801

Sep 18, 2025 → Sep 26, 2025

✅ Completed
PSM
SLA Clock
Last business day of September 2025 · Target: Sep 30, 2025
✓ SLA Met (2 biz days early)
Active: 6 biz days
🕐 Clock stopped: Completed (Sep 26, 2025)
▶ Clock Running
Status: Created
Sep 18 → Sep 18, 2025
0 business days (counted)
Running total: 0 of ? biz days used
1d
▶ Clock Running
Status: Ready for Scheduling
Sep 18 → Sep 19, 2025
1 business day (counted)
Running total: 1 of ? biz days used
▶ Clock Running
Status: Assigned
Sep 19 → Sep 19, 2025
0 business days (counted)
Running total: 1 of ? biz days used
2d
▶ Clock Running
Status: Scheduled
Sep 19 → Sep 23, 2025
2 business days (counted)
Running total: 3 of ? biz days used
1d
▶ Clock Running
Status: Tech On Site
Sep 23 → Sep 24, 2025
1 business day (counted)
Running total: 4 of ? biz days used
2d
▶ Clock Running
Status: Scheduled
Sep 24 → Sep 26, 2025
2 business days (counted)
Running total: 6 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 26 → Sep 26, 2025
0 business days (counted)
Running total: 6 of ? biz days used
Created: Sep 18, 2025 Completed: Sep 26, 2025
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Sep 18 → Sep 18 Created ▶ Running 0 0
Sep 18 → Sep 19 Ready for Scheduling ▶ Running 1 1
Sep 19 → Sep 19 Assigned ▶ Running 0 1
Sep 19 → Sep 23 Scheduled ▶ Running 2 3
Sep 23 → Sep 24 Tech On Site ▶ Running 1 4
Sep 24 → Sep 26 Scheduled ▶ Running 2 6
Sep 26 → Sep 26 Tech On Site ▶ Running 0 6
Dispatch 0.0d
Coordinators 6.7d
Field Work 2.6d
✓ SLA Met
Dispatch
0.0 days
Coordinators
6.7 days
Over SLA
Field Work
2.6 days
Over SLA
Created: Sep 18, 2025 Due: Sep 30, 2025 Completed: Sep 27, 2025 (3 days early)
📅
6.8 days Total Age
⏱️
2.4d in Scheduled Longest Stage
🔄
9 transitions Status Changes
⚠️
3.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
9 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 James Duff — scheduling delays attributed to technician, not coordinators
Visit 1 Sep 26, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00528499
eBiotrack - New Inspection Created
Closed
Inspection: Miscellaneous Equipment Inspection Non-Billable Work Order to complete calibration testing on the centrifuge. Site states previous tech told them he would need to come back to finish and we haven't been back. Scott Berry - 09/18/25 - 11:27 am https://www.ebiotrack.com/inspection.php?iid=30178
Priority
Standard
Origin
Email
Reason
New Case
Contact
Sarah Oconnor
Owner
Leona Coonrod
Created
Sep 18, 2025
Work Orders from this Case (1)
WO-01305193 (current) Invoiced
Repair • James Duff
Created: Sep 18, 2025 • Closed: Sep 26, 2025
Completed with minor delays
Invoiced • 167 days old
🚨
Primary Delay 2.4 days stuck in "Scheduled"
⏱️
Total Delay 3.0 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
1.8d / 1.0d SLA
Assigned
0.1d / 0.5d SLA
Scheduled
4.8d / 2.0d SLA
Tech On Site
2.2d / 1.0d SLA
Completed
0.4d / 1.0d SLA
Closed
2.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

9/24 SRogers: updating status back to "scheduled". Tech accidentally marked the wrong WO as tech on site. WO remains scheduled for its original day/time.

9/19 KSmith -- Scheduled for 9/26 with POC

9/19 KSmith -- Sent email to schedule for 9/26 (NO, DC, JD)

🔧 Work Performed
09/26/2025 - JWD - Located miscellaneous inspection for Centrifuge and Sterrad incubator. Added both to the inspection report that was missed in the August 2025 annual inspection. Also changed asset ID 13151800 type to freezer. Per notes this is a non-billable miscellaneous inspectionj
🔍 Technician Findings
09/26/2025 - JWD - Locate miscellaneous inspection for Centrifuge and Sterrad incubator. Added both to the inspection report that was missed in the August 2025 annual inspection. Also changed asset ID 13151800 type to freezer.
⚠️ Problem Description
Inspection: Miscellaneous Equipment Inspection Non-Billable Work Order to complete calibration testing on the centrifuge. Site states previous tech told them he would need to come back to finish and we haven't been back. Scott Berry - 09/18/25 - 11:27 am https://www.ebiotrack.com/inspection.php?iid=30178

Timeline

📞
Case Linked Sep 18, 12:26 PM
Case Number: 00528499
Subject: eBiotrack - New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Sep 18, 1:51 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Leona Coonrod
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
⏳ 2.0 business days
👷
▶
2 Technician Assigned Sep 19, 3:38 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1d 1h
👷
▶
3 Technician Assigned Sep 19, 4:36 PM
Technician Assigned → Dispatch Scheduled → Status: Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-09-26T13:30:00.000+0000
🗓️
Status: Scheduled by Kourtney Smith
From: Assigned
To: Scheduled
Duration in Previous: 59m
⏳ 2.9 business days
🔧
Status: Tech On Site by James Duff Sep 23, 4:41 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 0h
⏳ 1.9 business days
🗓️
Status: Scheduled by Shawn Rogers Sep 24, 4:42 PM
From: Tech On Site
To: Scheduled
Duration in Previous: 1d 0h
⏳ 2.9 business days
🔧
▶
2 Status: Tech On Site Sep 26, 10:50 AM
Status: Tech On Site → Labor Added
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 1.75
💵
Expenses Added Sep 26, 10:55 AM
Type: Expenses
Status: Open
Qty: 1
⏱️
Labor Added Sep 26, 12:07 PM
Type: Labor
Status: Open
Qty: 1.25
💵
▶
2 2x Expenses Added Sep 26, 4:45 PM
2x Expenses Added → 2x Expenses Added
💵
2x Expenses Added
Type: Expenses
Status: Open
Qty: 1
✔️
Status: Completed by James Duff Sep 26, 5:00 PM
From: Tech On Site
To: Completed
Duration in Previous: 6h 9m
⏱️
▶
2 2x Labor Added Sep 26, 11:01 PM
2x Labor Added → Status: Closed
🏁
Status: Closed by James Duff
From: Completed
To: Closed
Duration in Previous: 6h 1m
⏳ 2.1 business days
📄
Status: Ready to Bill by Diane Patton Sep 30, 5:49 PM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 3d 18h, 0m
⏳ 3.8 business days
🧾
Invoice Created Oct 5, 11:53 PM
Invoice Number: SM-242484

Bottlenecks

Ready for Scheduling
Duration: 1.8 business days (threshold: 1.0 business days)
Exceeded by 6.1 business hours
Scheduled
Duration: 2.4 business days (threshold: 2.0 business days)
Exceeded by 3.4 business hours
Tech On Site
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.3 business hours
Scheduled
Duration: 2.4 business days (threshold: 2.0 business days)
Exceeded by 3.3 business hours
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00528499
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Repair
Branch
N/A
Technician
James Duff
Scheduled
Sep 26, 9:30 AM
Created
Sep 18, 1:51 PM
Invoice #
SM-242484

Work Details (9)

Name Type Status Qty Amount Date
WL-02950592 Labor Open 1.75 $0.00 Sep 26, 10:52 AM
WL-02950600 Expenses Open 1 $0.00 Sep 26, 10:55 AM
WL-02950705 Labor Open 1.25 $0.00 Sep 26, 12:07 PM
WL-02951202 Expenses Open 1 $0.00 Sep 26, 4:45 PM
WL-02951203 Expenses Open 1 $0.00 Sep 26, 4:45 PM
WL-02951205 Expenses Open 1 $0.00 Sep 26, 4:46 PM
WL-02951204 Expenses Open 1 $0.00 Sep 26, 4:46 PM
WL-02951784 Labor Open 2 $0.00 Sep 26, 11:01 PM
WL-02951785 Labor Open 8.5 $0.00 Sep 26, 11:01 PM

Details