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WO-01309306 ↗ ServiceMax

NEURO RESTORATIVE (DELRAN) • Preventive Maintenance • PSM

📍 NEURO RESTORATIVE (DELRAN) - Crystal Ave — 806 Crystal Ave, Southampton Township NJ, 08088

Oct 14, 2025 → Nov 21, 2025

✅ Completed
PSM
SLA Clock
Last business day of October 2025 · Target: Oct 31, 2025
✗ SLA Missed (13 biz days late)
Active: 27 biz days
🕐 Clock stopped: Invoiced (Nov 21, 2025)
▶ Clock Running
Status: Created
Oct 14 → Oct 14, 2025
0 business days (counted)
Running total: 0 of ? biz days used
8d
▶ Clock Running
Status: Ready for Scheduling
Oct 14 → Oct 24, 2025
8 business days (counted)
Running total: 8 of ? biz days used
3d
▶ Clock Running
Status: Assigned
Oct 24 → Oct 29, 2025
3 business days (counted)
Running total: 11 of ? biz days used
15d
▶ Clock Running
Status: On Hold
Oct 29 → Nov 20, 2025
15 business days (counted)
Running total: 26 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 20 → Nov 20, 2025
0 business days (counted)
Running total: 26 of ? biz days used
▶ Clock Running
Status: Assigned
Nov 20 → Nov 20, 2025
0 business days (counted)
Running total: 26 of ? biz days used
▶ Clock Running
Status: Scheduled
Nov 20 → Nov 21, 2025
1 business day (counted)
Running total: 27 of ? biz days used
Created: Oct 14, 2025 Invoiced: Nov 21, 2025
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Oct 14 → Oct 14 Created ▶ Running 0 0
Oct 14 → Oct 24 Ready for Scheduling ▶ Running 8 8
Oct 24 → Oct 29 Assigned ▶ Running 3 11
Oct 29 → Nov 20 On Hold ▶ Running 15 26
Nov 20 → Nov 20 Ready for Scheduling ▶ Running 0 26
Nov 20 → Nov 20 Assigned ▶ Running 0 26
Nov 20 → Nov 21 Scheduled ▶ Running 1 27
Dispatch 0.0d
Holding 15.5d (excluded)
Coordinators 14.3d
✗ SLA Missed
Dispatch
0.0 days
Holding (excluded from total)
15.5 days
Coordinators
14.3 days
Over SLA
Created: Oct 14, 2025 Due: Oct 31, 2025 Completed: Nov 21, 2025 (20 days late)
📅
27.5 days Total Age
⏱️
15.5d in On Hold Longest Stage
🔄
8 transitions Status Changes
⚠️
11.9d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00535365
eBiotrack - New Inspection Created
Closed
Annual Equipment PM Equipment: 2 https://www.ebiotrack.com/inspection.php?iid=30686 Contract covers 2 Sites | (12) Wheelchair Lift total | 2 Assets located @ Crystal Ave
Priority
Standard
Origin
Email
Reason
New Case
Contact
Sondy Valestine
Owner
Shelby Robinson
Created
Oct 14, 2025
Work Orders from this Case (1)
WO-01309306 (current) Invoiced
Preventive Maintenance • Darrell Hope
Created: Oct 14, 2025 • Closed: Nov 21, 2025
Completed with significant delays
Invoiced • 141 days old
🚨
Primary Delay 15.5 days stuck in "On Hold"
⏱️
Total Delay 11.9 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
8.8d / 1.0d SLA
Assigned
3.6d / 0.5d SLA
On Hold
15.5d
Scheduled
1.9d / 2.0d SLA
04-Scheduled
0.0d
Closed
2.1d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/20/25 - removed esc to acct mgr and put in RFS. Customer has 2 WO's and the tech is scheduled to be on-site today.


10/29 KSmith -- Placing on hold. No response from POC

10/29 KSmith -- Left VM to schedule PMs for tomorrow. Sending email as well.

10/28 KSmith -- Left VM to schedule PMs for tomorrow. Sending email as well.

10/27 KSmith -- Left VM to schedule PMs for tomorrow. Sending email as well.

10/24 KSmith -- Matt's POD asked if we could cover this site. Assigned to Curtis

🔧 Work Performed
Braun - NCL Century Series Lift Serial #: 20111719712 - Crystal - Asset ID: 13288867 Braun - NCL Century Series Lift Serial #: 20091619315 - Crystal - Asset ID: a0C6e00000vVIMeEAO
🔍 Technician Findings
PM all units regardless of last PM completed date to keep PMs aligned (new contract as of 10/14/25)
⚠️ Problem Description
Annual Equipment PM Equipment: 2 https://www.ebiotrack.com/inspection.php?iid=30686 Contract covers 2 Sites | (12) Wheelchair Lift total | 2 Assets located @ Crystal Ave

Timeline

📞
Case Linked Oct 14, 12:16 PM
Case Number: 00535365
Subject: eBiotrack - New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Oct 14, 1:57 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
⚠️ 9.0 business days
👷
▶
2 Technician Assigned Oct 24, 3:22 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 10d 1h
⏳ 4.0 business days
⏸️
Status: On Hold by Kourtney Smith Oct 29, 3:48 PM
From: Assigned
To: On Hold
Duration in Previous: 5d 0h
🚨 16.0 business days
📅
Status: Ready for Scheduling by Natosha Beierschmitt Nov 20, 11:07 AM
From: On Hold
To: Ready for Scheduling
Duration in Previous: 21d 20h
👷
▶
3 Technician Assigned Nov 20, 11:50 AM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 43m, 0m
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-11-20T15:00:00.000+0000
⏳ 2.0 business days
⏱️
▶
3 3x Labor Added Nov 21, 6:13 PM
3x Labor Added → Status: 04-Scheduled → Status: Closed
📋
Status: 04-Scheduled by Ben Saur
From: Scheduled
To: 04-Scheduled
Duration in Previous: 1d 6h
🏁
Status: Closed by Ben Saur
From: 04-Scheduled
To: Closed
Duration in Previous: 2m
⏳ 2.7 business days
📄
▶
2 Status: Ready to Bill Nov 25, 12:50 PM
Status: Ready to Bill → Invoice Created
🧾
Invoice Created
Invoice Number: SM-247537

Bottlenecks

Ready for Scheduling
Duration: 8.8 business days (threshold: 1.0 business days)
Exceeded by 7.8 business days
Assigned
Duration: 3.6 business days (threshold: 4.0 business hours)
Exceeded by 3.1 business days
Closed
Duration: 2.1 business days (threshold: 1.0 business days)
Exceeded by 1.1 business days

🔗 Related Artifacts

📞
Case 00535365
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Preventive Maintenance
Branch
MedPro
Technician
Darrell Hope
Scheduled
Nov 20, 10:00 AM
Created
Oct 14, 1:57 PM
Invoice #
SM-247537

Work Details (3)

Name Type Status Qty Amount Date
WL-03017041 Labor Open 0.75 $0.00 Nov 21, 6:13 PM
WL-03017042 Labor Open 2.25 $0.00 Nov 21, 6:13 PM
WL-03017043 Travel Open 90 $0.00 Nov 21, 6:13 PM

Details