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← WO Overview

WO-01311437 ↗ ServiceMax

ELIZABETH CHURCH MANOR • Repair • P5

📍 ELIZABETH CHURCH MANOR — 863 FRONT ST, BINGHAMTON NY, 13905

Oct 27, 2025 → Feb 16, 2026

✅ Completed
P5
SLA Clock
5 business days from creation · Target: Nov 3, 2025
✗ SLA Missed (24 biz days late)
Active: 29 biz days
Paused: 44 biz days
Budget: 5 biz days
🕐 Clock stopped: Completed (Feb 16, 2026)
SLA Target
▶ Clock Running
Status: Created
Oct 27 → Oct 27, 2025
0 business days (counted)
Running total: 0 of 5 biz days used
▶ Clock Running
Status: L2 Screening
Oct 27 → Oct 27, 2025
0 business days (counted)
Running total: 0 of 5 biz days used
⏸44d
⏸ Clock Paused
Status: Awaiting Parts
Oct 27 → Jan 2, 2026
44 business days (not counted)
▶ Clock Running
Status: Reschedule
Jan 2 → Jan 2, 2026
0 business days (counted)
Running total: 0 of 5 biz days used
▶ Clock Running
Status: Assigned
Jan 2 → Jan 6, 2026
2 business days (counted)
Running total: 2 of 5 biz days used
▶ Clock Running
Status: Scheduled
Jan 6 → Jan 9, 2026
3 business days (counted)
Running total: 5 of 5 biz days used
▶ Clock Running
Status: Tech On Site
Jan 9 → Jan 9, 2026
0 business days (counted)
Running total: 5 of 5 biz days used
▶ Clock Running
Status: Incomplete
Jan 9 → Jan 9, 2026
0 business days (counted)
Running total: 5 of 5 biz days used
▶ Clock Running
Status: Completed
Jan 9 → Jan 9, 2026
0 business days (counted)
Running total: 5 of 5 biz days used
24d
▶ Clock Running
Status: Incomplete
Jan 9 → Feb 16, 2026
24 business days (counted)
Running total: 29 of 5 biz days used
▶ Clock Running
Status: Reschedule
Feb 16 → Feb 16, 2026
0 business days (counted)
Running total: 29 of 5 biz days used
Created: Oct 27, 2025 Completed: Feb 16, 2026
Business Days Used 29 / 5
0 5d budget +24d over
Show SLA Clock Detail (11 periods)
Period Status Clock Biz Days Running Total
Oct 27 → Oct 27 Created ▶ Running 0 0 / 5
Oct 27 → Oct 27 L2 Screening ▶ Running 0 0 / 5
Oct 27 → Jan 2 Awaiting Parts ⏸ Paused 44 —
Jan 2 → Jan 2 Reschedule ▶ Running 0 0 / 5
Jan 2 → Jan 6 Assigned ▶ Running 2 2 / 5
Jan 6 → Jan 9 Scheduled ▶ Running 3 5 / 5
Jan 9 → Jan 9 Tech On Site ▶ Running 0 5 / 5
Jan 9 → Jan 9 Incomplete ▶ Running 0 5 / 5
Jan 9 → Jan 9 Completed ▶ Running 0 5 / 5
Jan 9 → Feb 16 Incomplete ▶ Running 24 29 / 5
Feb 16 → Feb 16 Reschedule ▶ Running 0 29 / 5
Dispatch 0.2d
Material Management 45.0d
Coordinators 6.9d
Field Work 0.1d
Incomplete 24.9d (excluded)
✗ SLA Missed
Dispatch
0.2 days
Material Management
45.0 days
Over SLA
Coordinators
6.9 days
Over SLA
Field Work
0.1 days
Incomplete (excluded from total)
24.9 days
Created: Oct 27, 2025 Due: Feb 16, 2026 Completed: Feb 16, 2026 (on time)
📅
74.0 days Total Age
⏱️
45.0d in Awaiting Parts Longest Stage
🔄
12 transitions Status Changes
⚠️
47.7d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
7 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00537154
L2 review
Closed
Q-00030718 Thermometer probe is damaged and needs to be replaced. P/N 2044860-005 (GE) NIBP Function Tested @ (120 Systolic mmHG 80 Diastolic mmHg) Tested Passed Function Tested @ (190 Systolic mmHG 120 Diastolic mmHg) Tested Passed Function Tested @ (80 Systolic mmHG 40 Diastolic mmHg) Tested Passed SpO2 Functional Check (Tested Passed) Reviewed service with customer, quote needed Reviewed service with customer, quote needed tech to install temp probe and test unit, 1 temp probe, 2044860-005
Priority
Standard
Origin
Email
Reason
New Case
Contact
Thalya Tauterouff
Owner
Kimberly Hardison
Created
Oct 21, 2025
Work Orders from this Case (1)
WO-01311437 (current) Invoiced
Repair • Bernard Thompson
Created: Oct 27, 2025 • Closed: Feb 16, 2026
Completed with significant delays
Invoiced • 128 days old
🚨
Primary Delay 45.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 47.7 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
L2 Screening
0.2d / 1.0d SLA
Awaiting Parts
45.0d / 3.0d SLA
Reschedule
0.7d / 2.0d SLA
Assigned
2.4d / 0.5d SLA
Scheduled
3.8d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Incomplete
24.9d
Completed
0.0d / 1.0d SLA
Closed
3.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
2/16 KSmith -- Chatter from Keith, WO can be closed. Quote is expired. Chatter to FSE to close WO

2/16 KWeiss, Chatter sent to Kourtney Smith, w/o can be closed, quote expired.

2/16 KSmith -- Chatter to Keith W to see if WO can be closed. Quote is expired

1/20 KSmith -- Quote sent to customer. Valid until 2/13

1/13 KWeiss, Created case and sent to sales for quoting.

1/8 KSmith -- Per Thalya, "Maintenance just told me we also have a sit to stand with the service light on. Can he look at that tomorrow as well."

1/7 KSmith -- Per Thalya, "We need our weight chair on our first floor looked at. The staff thinks its needs to maybe be recalibrated they don’t think it is weighing correctly. "

1/6 KSmith -- Scheduled for 1/9 with Thalya. 11am-1pm

1/6 KSmith -- Left VM and sent email to schedule for Friday

1/5 KSmith -- Sent email to schedule for 1/9

1/2/26 RBerry- Updated due date based on parts. Removed delay code.

🔧 Work Performed
removed and replaced thermometer probe cable. However could not verify functionality due to the actual temp probe being damaged. Spoke to Thalya and she requested we order a replacement. Model TAT 5000- TTL. GE# 2044860-001 Rev 1. Unit left in found condition with cable attached.
🔍 Technician Findings
removed and replaced thermometer probe cable. However could not verify functionality due to the actual temp probe being damaged. Spoke to Thalya and she requested we order a replacement. Model TAT 5000- TTL. GE# 2044860-001 Rev 1. Unit left in found condition with cable attached.
⚠️ Problem Description
Q-00030718 Thermometer probe is damaged and needs to be replaced. P/N 2044860-005 (GE) NIBP Function Tested @ (120 Systolic mmHG 80 Diastolic mmHg) Tested Passed Function Tested @ (190 Systolic mmHG 120 Diastolic mmHg) Tested Passed Function Tested @ (80 Systolic mmHG 40 Diastolic mmHg) Tested Passed SpO2 Functional Check (Tested Passed) Reviewed service with customer, quote needed Reviewed service with customer, quote needed tech to install temp probe and test unit, 1 temp probe, 2044860-005

Timeline

📞
Case Linked Oct 21, 12:47 PM
Case Number: 00537154
Subject: L2 review
Status: Closed
⚠️ 5.0 business days
📋
▶
2 Work Order Created Oct 27, 9:44 AM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Kimberly Hardison
From: Entered
To: L2 Screening
Duration in Previous: 2m
📦
▶
2 Parts Requested Oct 27, 11:27 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Keith Weiss
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 1h 41m
🚨 45.0 business days
🔩
▶
2 2x Parts Added Jan 2, 10:24 AM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Sean Weaver
From: Awaiting Parts
To: Reschedule
Duration in Previous: 66d 23h
👷
▶
2 Status: Assigned Jan 2, 3:39 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Rhea Berry
Technician: Taylor Duda
⏳ 2.0 business days
👷
Technician Assigned by Kourtney Smith Jan 5, 11:02 AM
Technician: a0h2A000006ovj6QAA, Bernard Thompson
⏳ 2.0 business days
📅
▶
2 Dispatch Scheduled Jan 6, 12:42 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kourtney Smith
From: Assigned
To: Scheduled
Duration in Previous: 3d 21h
⏳ 4.0 business days
🔧
▶
2 Status: Tech On Site Jan 9, 10:32 AM
Status: Tech On Site → 2x Labor Added
⏱️
2x Labor Added
Type: Labor, Travel
Status: Open
Qty: 1.25, 65
🚗
▶
3 Travel Added Jan 9, 11:29 AM
Travel Added → Status: Incomplete → Status: Completed
⚠️
Status: Incomplete by Bernard Thompson
From: Tech On Site
To: Incomplete
Duration in Previous: 57m
✔️
Status: Completed by Bernard Thompson
From: Incomplete, Completed
To: Completed, Incomplete
Duration in Previous: 4m, 0m
⏱️
2x Labor Added Jan 9, 11:55 AM
Type: Labor
Status: Open
Qty: 1.5, 1.3333333333333
🚨 25.0 business days
🔄
Status: Reschedule by Kourtney Smith Feb 16, 11:18 AM
From: Incomplete
To: Reschedule
Duration in Previous: 37d 23h
✔️
▶
2 Status: Completed Feb 16, 5:42 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Bernard Thompson
From: Completed
To: Closed
Duration in Previous: 1m
⏳ 3.0 business days
📄
▶
2 Status: Ready to Bill Feb 19, 11:46 AM
Status: Ready to Bill → Invoice Created
🧾
Invoice Created
Invoice Number: SM-254353

Bottlenecks

Awaiting Parts
Duration: 45.0 business days (threshold: 3.0 business days)
Exceeded by 42.0 business days
Assigned
Duration: 2.4 business days (threshold: 4.0 business hours)
Exceeded by 1.9 business days
Scheduled
Duration: 3.8 business days (threshold: 2.0 business days)
Exceeded by 1.8 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00537154
Closed
📦
Parts Order 00084211
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P5
Type
Repair
Branch
N/A
Technician
Bernard Thompson
Scheduled
N/A
Created
Oct 27, 9:44 AM
Invoice #
SM-254353

Work Details (7)

Name Type Status Qty Amount Date
WL-03052385 Parts Open 1 $575.03 Jan 2, 10:24 AM
WL-03052386 Expenses Open 1 $20.26 Jan 2, 10:24 AM
WL-03059304 Labor Open 1.25 $90.00 Jan 9, 10:34 AM
WL-03059305 Travel Open 65 $0.00 Jan 9, 10:34 AM
WL-03059395 Travel Open 65 $0.00 Jan 9, 11:29 AM
WL-03059449 Labor Open 1.5 $223.50 Jan 9, 11:55 AM
WL-03059450 Labor Open 1.3333333333333 $0.00 Jan 9, 11:55 AM

Details