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WO-01310307 ↗ ServiceMax

ROSWELL PARK • Inspection • PSM

📍 Southtowns Ears, Nose and Throat LLP — 3075 southwestern Blvd Suite 102, Orchard Park NY, 14127

Oct 20, 2025 → Dec 2, 2025

✅ Completed
PSM
SLA Clock
Last business day of October 2025 · Target: Oct 31, 2025
✗ SLA Missed (18 biz days late)
Active: 28 biz days
🕐 Clock stopped: Completed (Dec 2, 2025)
▶ Clock Running
Status: Created
Oct 20 → Oct 20, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Oct 20 → Oct 21, 2025
1 business day (counted)
Running total: 1 of ? biz days used
▶ Clock Running
Status: Assigned
Oct 21 → Oct 21, 2025
0 business days (counted)
Running total: 1 of ? biz days used
15d
▶ Clock Running
Status: Scheduled
Oct 21 → Nov 12, 2025
15 business days (counted)
Running total: 16 of ? biz days used
▶ Clock Running
Status: Entered
Nov 12 → Nov 12, 2025
0 business days (counted)
Running total: 16 of ? biz days used
▶ Clock Running
Status: Assigned
Nov 12 → Nov 12, 2025
0 business days (counted)
Running total: 16 of ? biz days used
12d
▶ Clock Running
Status: Scheduled
Nov 12 → Dec 2, 2025
12 business days (counted)
Running total: 28 of ? biz days used
▶ Clock Running
Status: Tech On Site
Dec 2 → Dec 2, 2025
0 business days (counted)
Running total: 28 of ? biz days used
▶ Clock Running
Status: Completed
Dec 2 → Dec 2, 2025
0 business days (counted)
Running total: 28 of ? biz days used
▶ Clock Running
Status: Incomplete
Dec 2 → Dec 2, 2025
0 business days (counted)
Running total: 28 of ? biz days used
Created: Oct 20, 2025 Completed: Dec 2, 2025
Show SLA Clock Detail (10 periods)
Period Status Clock Biz Days Running Total
Oct 20 → Oct 20 Created ▶ Running 0 0
Oct 20 → Oct 21 Ready for Scheduling ▶ Running 1 1
Oct 21 → Oct 21 Assigned ▶ Running 0 1
Oct 21 → Nov 12 Scheduled ▶ Running 15 16
Nov 12 → Nov 12 Entered ▶ Running 0 16
Nov 12 → Nov 12 Assigned ▶ Running 0 16
Nov 12 → Dec 2 Scheduled ▶ Running 12 28
Dec 2 → Dec 2 Tech On Site ▶ Running 0 28
Dec 2 → Dec 2 Completed ▶ Running 0 28
Dec 2 → Dec 2 Incomplete ▶ Running 0 28
Dispatch 0.0d
Coordinators 30.4d
Field Work 0.2d
Incomplete 0.5d (excluded)
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
30.4 days
Over SLA
Field Work
0.2 days
Incomplete (excluded from total)
0.5 days
Billing
0.0 days
Created: Oct 20, 2025 Due: Dec 31, 2025 Completed: Dec 2, 2025 (29 days early)
📅
29.0 days Total Age
⏱️
16.0d in Scheduled Longest Stage
🔄
9 transitions Status Changes
⚠️
26.7d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00536698
eBiotrack - Automated New Inspection Created
Closed
Inspection: Annual Equipment Calibration Service 23 pieces https://www.ebiotrack.com/omnicor/inspection.php?iid=10265
Priority
Standard
Origin
Email
Reason
New Case
Contact
Erika De Almeida
Owner
Leona Coonrod
Created
Oct 20, 2025
Work Orders from this Case (1)
WO-01310307 (current) Invoiced
Inspection • Taylor Duda
Created: Oct 20, 2025 • Closed: Dec 2, 2025
Completed with significant delays
Invoiced • 135 days old
🚨
Primary Delay 16.0 days stuck in "Scheduled"
⏱️
Total Delay 26.7 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
2.0d / 1.0d SLA
Assigned
0.1d / 0.5d SLA
Scheduled
28.3d / 2.0d SLA
Tech On Site
0.2d / 1.0d SLA
Incomplete
0.5d
Closed
2.4d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/2 TD- updated POC on EBT.

10/21 KSmith -- Scheduled for 12/2 with Angeline

10/21 KSmith -- Per Erika, the POC is Angeline

Giordano, Angeline <Angeline.Giordano@RoswellPark.org>

10/21 KSmith -- Sent email to schedule for 12/2

🔧 Work Performed
SEMI ANNUAL INSPECTION
🔍 Technician Findings
SEMI ANNUAL INSPECTION
⚠️ Problem Description
Inspection: Annual Equipment Calibration Service 23 pieces https://www.ebiotrack.com/omnicor/inspection.php?iid=10265

Timeline

📞
Case Linked Oct 20, 8:39 AM
Case Number: 00536698
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Oct 20, 11:24 AM
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 Technician Assigned Oct 21, 11:18 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 23h 53m
🗓️
▶
2 Status: Scheduled Oct 21, 11:46 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-12-02T18:00:00.000+0000
🚨 16.0 business days
🆕
▶
3 Status: Entered Nov 12, 4:31 PM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kourtney Smith
Technician: a0h8Y00000JzlFdQAJ, Taylor Duda
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-12-02T15:00:00.000+0000
⚠️ 9.9 business days
📅
Dispatch Scheduled by Kourtney Smith Nov 25, 10:46 AM
Scheduled For: 2025-12-02T15:45:00.000+0000
⏳ 4.0 business days
🔧
Status: Tech On Site by Taylor Duda Dec 2, 10:31 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 19d 17h
⏱️
▶
2 5x Labor Added Dec 2, 12:16 PM
5x Labor Added → Status: Completed
✔️
Status: Completed by Taylor Duda
From: Tech On Site, Completed
To: Completed, Incomplete
Duration in Previous: 1h 45m, 0m
✔️
Status: Completed by Wendy Argueta Dec 2, 4:11 PM
From: Incomplete, Completed
To: Completed, Closed
Duration in Previous: 3h 54m, 0m
⏳ 3.0 business days
📄
▶
2 Status: Ready to Bill Dec 4, 10:05 AM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⏳ 2.0 business days
🧾
Invoice Created Dec 6, 9:19 AM
Invoice Number: SM-248147

Bottlenecks

Ready for Scheduling
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Scheduled
Duration: 16.0 business days (threshold: 2.0 business days)
Exceeded by 14.0 business days
Scheduled
Duration: 12.3 business days (threshold: 2.0 business days)
Exceeded by 10.3 business days
Closed
Duration: 2.4 business days (threshold: 1.0 business days)
Exceeded by 1.4 business days

🔗 Related Artifacts

📞
Case 00536698
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
N/A
Technician
Taylor Duda
Scheduled
Dec 2, 10:45 AM
Created
Oct 20, 11:24 AM
Invoice #
SM-248147

Work Details (5)

Name Type Status Qty Amount Date
WL-03023559 Labor Open 0.25 $0.00 Dec 2, 12:16 PM
WL-03023560 Labor Open 1.75 $2,295.00 Dec 2, 12:16 PM
WL-03023561 Labor Open 3.5 $0.00 Dec 2, 12:16 PM
WL-03023562 Travel Open 5 - Dec 2, 12:16 PM
WL-03023563 Travel Open 173 - Dec 2, 12:16 PM

Details