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WO-01311027 ↗ ServiceMax

ROSWELL PARK • Evaluation • P5

📍 ROSWELL PARK HEMATOLOGY SOUTHTOWNS — 3041 Orchard Park Rd, Orchard Park NY, 14127

Oct 23, 2025 → Nov 3, 2025

✅ Completed
P5
SLA Clock
5 business days from creation · Target: Oct 30, 2025
✗ SLA Missed (2 biz days late)
Active: 7 biz days
Budget: 5 biz days
🕐 Clock stopped: Completed (Nov 3, 2025)
SLA Target
▶ Clock Running
Status: Created
Oct 23 → Oct 23, 2025
0 business days (counted)
Running total: 0 of 5 biz days used
▶ Clock Running
Status: Ready for Scheduling
Oct 23 → Oct 24, 2025
1 business day (counted)
Running total: 1 of 5 biz days used
▶ Clock Running
Status: Assigned
Oct 24 → Oct 24, 2025
0 business days (counted)
Running total: 1 of 5 biz days used
4d
▶ Clock Running
Status: Scheduled
Oct 24 → Oct 30, 2025
4 business days (counted)
Running total: 5 of 5 biz days used
▶ Clock Running
Status: Tech On Site
Oct 30 → Oct 30, 2025
0 business days (counted)
Running total: 5 of 5 biz days used
▶ Clock Running
Status: Tech Off Site
Oct 30 → Oct 30, 2025
0 business days (counted)
Running total: 5 of 5 biz days used
2d
▶ Clock Running
Status: Incomplete
Oct 30 → Nov 3, 2025
2 business days (counted)
Running total: 7 of 5 biz days used
▶ Clock Running
Status: Entered
Nov 3 → Nov 3, 2025
0 business days (counted)
Running total: 7 of 5 biz days used
▶ Clock Running
Status: Assigned
Nov 3 → Nov 3, 2025
0 business days (counted)
Running total: 7 of 5 biz days used
▶ Clock Running
Status: Scheduled
Nov 3 → Nov 3, 2025
0 business days (counted)
Running total: 7 of 5 biz days used
▶ Clock Running
Status: Tech On Site
Nov 3 → Nov 3, 2025
0 business days (counted)
Running total: 7 of 5 biz days used
Created: Oct 23, 2025 Completed: Nov 3, 2025
Business Days Used 7 / 5
0 5d budget +2d over
Show SLA Clock Detail (11 periods)
Period Status Clock Biz Days Running Total
Oct 23 → Oct 23 Created ▶ Running 0 0 / 5
Oct 23 → Oct 24 Ready for Scheduling ▶ Running 1 1 / 5
Oct 24 → Oct 24 Assigned ▶ Running 0 1 / 5
Oct 24 → Oct 30 Scheduled ▶ Running 4 5 / 5
Oct 30 → Oct 30 Tech On Site ▶ Running 0 5 / 5
Oct 30 → Oct 30 Tech Off Site ▶ Running 0 5 / 5
Oct 30 → Nov 3 Incomplete ▶ Running 2 7 / 5
Nov 3 → Nov 3 Entered ▶ Running 0 7 / 5
Nov 3 → Nov 3 Assigned ▶ Running 0 7 / 5
Nov 3 → Nov 3 Scheduled ▶ Running 0 7 / 5
Nov 3 → Nov 3 Tech On Site ▶ Running 0 7 / 5
Dispatch 0.0d
Coordinators 7.3d
Field Work 0.6d
Incomplete 2.0d (excluded)
Billing 5.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
7.3 days
Over SLA
Field Work
0.6 days
Incomplete (excluded from total)
2.0 days
Billing
5.0 days
Over SLA
Created: Oct 23, 2025 Due: Oct 30, 2025 Completed: Nov 3, 2025 (3 days late)
📅
7.8 days Total Age
⏱️
5.0d in Scheduled Longest Stage
🔄
13 transitions Status Changes
⚠️
7.6d 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 Taylor Duda — scheduling delays attributed to technician, not coordinators
Visit 1 Oct 30, 2025
Visit 2 Nov 3, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00537745
L2 review - OMNI
Closed
Becky reached out regarding a vital sign unit not charging. Can an evaluation work order be created for the equipment listed below please. Site: Roswell park Hematology Southtowns Address: 3041 Orchard Park Rd, Orchard Park NY 14217 EBT Site ID # 3157 Asset # 12982797 Problem Description: Unit is not charging. Advise them to try using a different power cord first but the unit is still not charging. Appears the battery was replaced on 8/20/25. -Taylor Duda
Priority
Standard
Origin
Email
Reason
New Case
Contact
Becky Kmitch
Owner
Virtual Tech
Created
Oct 23, 2025
Work Orders from this Case (1)
WO-01311027 (current) Invoiced
Evaluation • Taylor Duda
Created: Oct 23, 2025 • Closed: Nov 3, 2025
Completed with minor delays
Invoiced • 132 days old
🚨
Primary Delay 5.0 days stuck in "Scheduled"
⏱️
Total Delay 7.6 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
0.0d / 0.5d SLA
Scheduled
5.5d / 2.0d SLA
Tech On Site
0.3d / 1.0d SLA
Tech Off Site
0.3d / 2.0d SLA
Incomplete
2.0d
Closed
2.8d / 1.0d SLA
Billing Review
4.0d / 2.0d SLA
Ready to Bill
1.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/625 Dptton - no notes for 1st visit on 10/30

11-5 DSR added SO and WO via EBT and link in Description.

11/5/25 DPatton - Chatter to add SO


10/24 KSmith -- Scheduled for 10/30 with Rebecca

10/23 KSmith -- Sent email to schedule for 10/30

🔧 Work Performed
Checked power cord and transformer cords and found transformer cord not plugged into the vital sign. Plugged in cord and plugged into AC power and unit powered on. Unit now charging. tested unit on bp & spo2 simulators. calibrated thermometer.
🔍 Technician Findings
11/3- VITAL SIGN UNIT 12982797 TRANSFORMER NOT PLUGGED IN
⚠️ Problem Description
Becky reached out regarding a vital sign unit not charging. Can an evaluation work order be created for the equipment listed below please. https://www.ebiotrack.com/omnicor/workorder.php?wo=7002 Site: Roswell park Hematology Southtowns Address: 3041 Orchard Park Rd, Orchard Park NY 14217 EBT Site ID # 3157 Asset # 12982797 Problem Description: Unit is not charging. Advise them to try using a different power cord first but the unit is still not charging. Appears the battery was replaced on 8/20/25. -Taylor Duda

Timeline

📞
Case Linked Oct 23, 10:45 AM
Case Number: 00537745
Subject: L2 review - OMNI
Status: Closed
📋
▶
2 Work Order Created Oct 23, 1:57 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Derek Reynolds
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
4 Technician Assigned Oct 24, 9:01 AM
Technician Assigned → Status: Assigned → Dispatch Scheduled → Status: Scheduled
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 19h 3m
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-10-30T19:30:00.000+0000
🗓️
Status: Scheduled by Kourtney Smith
From: Assigned
To: Scheduled
Duration in Previous: 1m
⚠️ 5.0 business days
🔧
Status: Tech On Site by Erwin Forster Oct 30, 4:07 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 6d 7h
🚗
Status: Tech Off Site by Erwin Forster Oct 30, 5:11 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 1h 4m
⏱️
▶
2 6x Labor Added Oct 30, 7:58 PM
6x Labor Added → Status: Incomplete
⚠️
Status: Incomplete by Erwin Forster
From: Tech Off Site
To: Incomplete
Duration in Previous: 2h 47m
⏳ 2.5 business days
🆕
▶
3 Status: Entered Nov 3, 7:06 AM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kourtney Smith
Technician: a0h8Y00000JzlFdQAJ, Taylor Duda
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-11-03T18:00:00.000+0000
🔧
Status: Tech On Site by Taylor Duda Nov 3, 11:30 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 4h 23m
⏱️
2x Labor Added Nov 3, 11:51 AM
Type: Labor, Travel
Status: Open
Qty: 0.25, 3
⏱️
Labor Added Nov 3, 12:22 PM
Type: Labor
Status: Open
Qty: 1
✔️
Status: Completed by Taylor Duda Nov 3, 12:30 PM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 59m, 0m
⏳ 3.0 business days
💵
Status: Billing Review by Diane Patton Nov 5, 10:04 AM
From: Closed
To: Billing Review
Duration in Previous: 1d 21h
⏳ 4.0 business days
📄
Status: Ready to Bill by Scott Berry Nov 11, 2:58 PM
From: Billing Review
To: Ready to Bill
Duration in Previous: 6d 4h
📨
▶
2 Status: Invoice Pending Nov 12, 2:41 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🧾
Invoice Created Nov 13, 10:46 AM
Invoice Number: SM-246337

Bottlenecks

Ready for Scheduling
Duration: 1.8 business days (threshold: 1.0 business days)
Exceeded by 6.0 business hours
Scheduled
Duration: 5.0 business days (threshold: 2.0 business days)
Exceeded by 3.0 business days
Closed
Duration: 2.8 business days (threshold: 1.0 business days)
Exceeded by 1.8 business days
Billing Review
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00537745
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P5
Type
Evaluation
Branch
N/A
Technician
Taylor Duda
Scheduled
Nov 3, 1:00 PM
Created
Oct 23, 1:57 PM
Invoice #
SM-246337

Work Details (9)

Name Type Status Qty Amount Date
WL-02990651 Labor Open 0.75 $149.00 Oct 30, 7:58 PM
WL-02990652 Labor Open 1 $149.00 Oct 30, 7:58 PM
WL-02990653 Labor Open 2 $0.00 Oct 30, 7:58 PM
WL-02990654 Travel Open 31 - Oct 30, 7:58 PM
WL-02990655 Travel Open 81 - Oct 30, 7:58 PM
WL-02990656 Expenses Open 1 $0.00 Oct 30, 7:58 PM
WL-02993925 Labor Open 0.25 $149.00 Nov 3, 11:51 AM
WL-02993927 Travel Open 3 - Nov 3, 11:51 AM
WL-02993964 Labor Open 1 $149.00 Nov 3, 12:22 PM

Details