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WO-01308859 ↗ ServiceMax

ROSWELL PARK • Calibration • PSM

📍 Roswell Park, Cheektowaga — 2560 Walden Ave, Cheektowaga NY, 14225

Oct 10, 2025 → Jan 16, 2026

✅ Completed
PSM
SLA Clock
Last business day of October 2025 · Target: Oct 31, 2025
✗ SLA Missed (49 biz days late)
Active: 64 biz days
🕐 Clock stopped: Completed (Jan 16, 2026)
▶ Clock Running
Status: Created
Oct 10 → Oct 10, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Oct 10 → Oct 16, 2025
3 business days (counted)
Running total: 3 of ? biz days used
▶ Clock Running
Status: Assigned
Oct 16 → Oct 16, 2025
0 business days (counted)
Running total: 3 of ? biz days used
▶ Clock Running
Status: On Hold
Oct 16 → Oct 22, 2025
4 business days (counted)
Running total: 7 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Oct 22 → Oct 23, 2025
1 business day (counted)
Running total: 8 of ? biz days used
▶ Clock Running
Status: Assigned
Oct 23 → Oct 23, 2025
0 business days (counted)
Running total: 8 of ? biz days used
47d
▶ Clock Running
Status: Scheduled
Oct 23 → Jan 5, 2026
47 business days (counted)
Running total: 55 of ? biz days used
▶ Clock Running
Status: Reschedule
Jan 5 → Jan 5, 2026
0 business days (counted)
Running total: 55 of ? biz days used
9d
▶ Clock Running
Status: Scheduled
Jan 5 → Jan 16, 2026
9 business days (counted)
Running total: 64 of ? biz days used
▶ Clock Running
Status: Tech On Site
Jan 16 → Jan 16, 2026
0 business days (counted)
Running total: 64 of ? biz days used
Created: Oct 10, 2025 Completed: Jan 16, 2026
Show SLA Clock Detail (10 periods)
Period Status Clock Biz Days Running Total
Oct 10 → Oct 10 Created ▶ Running 0 0
Oct 10 → Oct 16 Ready for Scheduling ▶ Running 3 3
Oct 16 → Oct 16 Assigned ▶ Running 0 3
Oct 16 → Oct 22 On Hold ▶ Running 4 7
Oct 22 → Oct 23 Ready for Scheduling ▶ Running 1 8
Oct 23 → Oct 23 Assigned ▶ Running 0 8
Oct 23 → Jan 5 Scheduled ▶ Running 47 55
Jan 5 → Jan 5 Reschedule ▶ Running 0 55
Jan 5 → Jan 16 Scheduled ▶ Running 9 64
Jan 16 → Jan 16 Tech On Site ▶ Running 0 64
Dispatch 0.0d
Holding 4.4d (excluded)
Coordinators 63.6d
Field Work 1.0d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Holding (excluded from total)
4.4 days
Coordinators
63.6 days
Over SLA
Field Work
1.0 days
Billing
0.0 days
Created: Oct 10, 2025 Due: Jan 30, 2026 Completed: Jan 17, 2026 (13 days early)
📅
64.7 days Total Age
⏱️
48.0d in Scheduled Longest Stage
🔄
13 transitions Status Changes
⚠️
56.9d 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 #00534514
eBiotrack - Automated New Inspection Created
Closed
Annual Equipment Calibration Service Equipment: 27 https://www.ebiotrack.com/omnicor/inspection.php?iid=10254
Priority
Standard
Origin
Email
Reason
New Case
Contact
Erika De Almeida
Owner
Shelby Robinson
Created
Oct 10, 2025
Work Orders from this Case (1)
WO-01308859 (current) Invoiced
Calibration • Erwin Forster
Created: Oct 10, 2025 • Closed: Jan 16, 2026
Completed with significant delays
Invoiced • 145 days old
🚨
Primary Delay 48.0 days stuck in "Scheduled"
⏱️
Total Delay 56.9 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
5.2d / 1.0d SLA
Assigned
0.5d / 0.5d SLA
On Hold
4.4d
Scheduled
57.7d / 2.0d SLA
Reschedule
0.2d / 2.0d SLA
Tech On Site
0.3d / 1.0d SLA
Completed
0.8d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
1/5 KSmith -- Scheduled for 1/16 with Jody at 10am.

1/5 KSmith -- Sent email to Jody to reschedule for 1/16

10/23 KSmith -- Jody requested any Wednesday or Friday in January. Scheduled for 1/14.

10/23 KSmith -- Jody reached out checking if this was scheduled. Advised it was not and that we can go ahead and schedule for January if they would like. Awaiting response.

10/16 KSmith -- Per POC, "The Walden location is Roswell Park Dermatology, not ENT.

           2560 Walden Avenue, Suite 107

           Cheektowaga, NY 14225

We are current with our inspections.

Our next inspection will be due in January/February of 2026."

10/16 KSmith -- Per Erika, we need to schedule with Jody

Green, Jody <Jody.Green@RoswellPark.org>

10/16 KSmith -- Sent email to schedule for 12/2

🔧 Work Performed
Inspected 22 items
🔍 Technician Findings
Semi annual inspection.
⚠️ Problem Description
Annual Equipment Calibration Service Equipment: 27 https://www.ebiotrack.com/omnicor/inspection.php?iid=10254

Timeline

📞
Case Linked Oct 10, 8:39 AM
Case Number: 00534514
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Oct 10, 2:24 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Shelby Robinson
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
⏳ 4.0 business days
👷
▶
2 Technician Assigned Oct 16, 1:51 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 5d 23h
⏸️
Status: On Hold by Kourtney Smith Oct 16, 4:36 PM
From: Assigned
To: On Hold
Duration in Previous: 2h 44m
⏳ 4.9 business days
📅
Status: Ready for Scheduling by Scott Berry Oct 22, 4:05 PM
From: On Hold
To: Ready for Scheduling
Duration in Previous: 5d 23h
👷
▶
2 Technician Assigned Oct 23, 8:58 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 16h 53m
📅
▶
2 Dispatch Scheduled Oct 23, 9:50 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kourtney Smith
From: Assigned
To: Scheduled
Duration in Previous: 52m
📅
Dispatch Scheduled by Kourtney Smith Oct 23, 12:11 PM
Scheduled For: 2026-01-14T14:30:00.000+0000
🚨 48.0 business days
🔄
Status: Reschedule by Kourtney Smith Jan 5, 11:20 AM
From: Scheduled
To: Reschedule
Duration in Previous: 74d 2h
🗓️
▶
2 Status: Scheduled Jan 5, 1:10 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-01-16T15:00:00.000+0000
⚠️ 7.0 business days
📅
Dispatch Scheduled by Kourtney Smith Jan 13, 10:54 AM
Scheduled For: 2026-01-16T15:30:00.000+0000
⏳ 4.0 business days
🔧
Status: Tech On Site by Erwin Forster Jan 16, 10:48 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 10d 21h
✔️
Status: Completed by Erwin Forster Jan 16, 12:51 PM
From: Tech On Site
To: Completed
Duration in Previous: 2h 3m
⏱️
4x Labor Added Jan 16, 7:36 PM
Type: Labor, Travel, Expenses
Status: Open
Qty: 1.5833333333333, 2, 74
🏁
Status: Closed by Erwin Forster Jan 16, 8:11 PM
From: Completed
To: Closed
Duration in Previous: 7h 19m
⏳ 1.5 business days
📄
▶
3 Status: Ready to Bill Jan 20, 5:10 PM
Status: Ready to Bill → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
🧾
Invoice Created
Invoice Number: SM-251774

Bottlenecks

Ready for Scheduling
Duration: 3.7 business days (threshold: 1.0 business days)
Exceeded by 2.7 business days
Ready for Scheduling
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 3.9 business hours
Scheduled
Duration: 48.0 business days (threshold: 2.0 business days)
Exceeded by 46.0 business days
Scheduled
Duration: 9.7 business days (threshold: 2.0 business days)
Exceeded by 7.7 business days

🔗 Related Artifacts

📞
Case 00534514
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Calibration
Branch
N/A
Technician
Erwin Forster
Scheduled
Jan 16, 10:30 AM
Created
Oct 10, 2:24 PM
Invoice #
SM-251774

Work Details (4)

Name Type Status Qty Amount Date
WL-03068813 Labor Open 1.5833333333333 $0.00 Jan 16, 7:36 PM
WL-03068814 Labor Open 2 $2,295.00 Jan 16, 7:36 PM
WL-03068815 Travel Open 74 - Jan 16, 7:36 PM
WL-03068816 Expenses Open 1 $0.00 Jan 16, 7:36 PM

Details