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WO-01313414 ↗ ServiceMax

NYS Office of Mental Health • Inspection • PSM

📍 NYCCC - Bronx Campus — 1300 Waters Place, Bronx NY, 10461

Nov 6, 2025 → Nov 18, 2025

✅ Completed
PSM
SLA Clock
Last business day of November 2025 · Target: Nov 28, 2025
✓ SLA Met (6 biz days early)
Active: 7 biz days
🕐 Clock stopped: Completed (Nov 18, 2025)
▶ Clock Running
Status: Created
Nov 6 → Nov 6, 2025
0 business days (counted)
Running total: 0 of ? biz days used
3d
▶ Clock Running
Status: Ready for Scheduling
Nov 6 → Nov 12, 2025
3 business days (counted)
Running total: 3 of ? biz days used
▶ Clock Running
Status: Assigned
Nov 12 → Nov 12, 2025
0 business days (counted)
Running total: 3 of ? biz days used
3d
▶ Clock Running
Status: Scheduled
Nov 12 → Nov 17, 2025
3 business days (counted)
Running total: 6 of ? biz days used
1d
▶ Clock Running
Status: Tech On Site
Nov 17 → Nov 18, 2025
1 business day (counted)
Running total: 7 of ? biz days used
Created: Nov 6, 2025 Completed: Nov 18, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Nov 6 → Nov 6 Created ▶ Running 0 0
Nov 6 → Nov 12 Ready for Scheduling ▶ Running 3 3
Nov 12 → Nov 12 Assigned ▶ Running 0 3
Nov 12 → Nov 17 Scheduled ▶ Running 3 6
Nov 17 → Nov 18 Tech On Site ▶ Running 1 7
Dispatch 0.0d
Coordinators 8.0d
Field Work 1.8d
Billing 0.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
8.0 days
Over SLA
Field Work
1.8 days
Over SLA
Billing
0.0 days
Created: Nov 6, 2025 Due: Nov 26, 2025 Completed: Nov 18, 2025 (8 days early)
📅
8.0 days Total Age
⏱️
4.0d in Ready for Scheduling Longest Stage
🔄
8 transitions Status Changes
⚠️
7.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
7 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 James Duff — scheduling delays attributed to technician, not coordinators
Visit 1 Nov 17, 2025
Visit 2 Nov 18, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00541430
eBiotrack - New Inspection Created
Closed
Inspection: Semi-Annual Electrical Safety Test And Calibration Service 105 pcs https://www.ebiotrack.com/inspection.php?iid=31036
Priority
Standard
Origin
Email
Reason
New Case
Contact
Shivanie Ramsanie
Owner
Jessica Sells
Created
Nov 5, 2025
Work Orders from this Case (1)
WO-01313414 (current) Invoiced
Inspection • James Duff
Created: Nov 6, 2025 • Closed: Nov 18, 2025
Completed with minor delays
Invoiced • 118 days old
🚨
Primary Delay 4.0 days stuck in "Ready for Scheduling"
⏱️
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
4.0d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
4.0d / 2.0d SLA
Tech On Site
1.8d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.8d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
11/12 KSmith -- Scheduled for the week of 11/17 with Shivani on WO-01313425

CONFIRMED


11/06/2025 LHill-spoke with Shivanie Ramsanie at 929-348-3692. She confirmed contact and equipment at WO-01313414, WO-01313409, WO-0131420, and WO-01313425. She said there is a 5th one as well and has already sent all 5 locations to Scott and Kourtney..


Scheduling ahead needed: Yes 


Certain day or time: M-F 8AM-2PM 


Confirmed contact information is correct: Yes 


Anything additional needed for tech to gain access to the facility: No. Escort will be with tech the whole time.

🔧 Work Performed
11/17/2025 - 11/18/2025 JWD Located all equipment that needs to be inspected for annual and semi-Annual inspection on equipment and performed annual inspection, calibration and electrical safety tests for this site. Added all equipment that needs to be inspected equipment inspection, calibration and electrical safety tests for this site. Archived any equipment no longer in use Total of equipment inspected is 123. Notified POC of inspection findings and completion. Completed final assessment of the inspection going over with POC the equipment that have been added to inventory and the ones added to archives.
🔍 Technician Findings
11/17/2025 - 11/18/2025 JWD Locate all equipment that needs to be inspected for semi-annual semi-annual inspection on equipment and perform semi-annual inspection annual inspection, calibration and electrical safety tests for this site. Add all equipment that is no longer in use to archives. Notify POC of changes
⚠️ Problem Description
Inspection: Semi-Annual Electrical Safety Test And Calibration Service 105 pcs https://www.ebiotrack.com/inspection.php?iid=31036

Timeline

📞
Case Linked Nov 5, 3:42 PM
Case Number: 00541430
Subject: eBiotrack - New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Nov 6, 9:25 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
⏳ 4.0 business days
👷
▶
4 Technician Assigned Nov 12, 10:39 AM
Technician Assigned → Status: Assigned → Status: Scheduled → Dispatch Scheduled
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 6d 1h
🗓️
Status: Scheduled by Kourtney Smith
From: Assigned
To: Scheduled
Duration in Previous: 4m
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-11-17T17:00:00.000+0000
⏳ 4.0 business days
🔧
Status: Tech On Site by James Duff Nov 17, 12:30 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 1h
🔩
Parts Added Nov 17, 4:44 PM
Type: Parts
Status: Open
Qty: 1
⏱️
▶
2 Labor Added Nov 17, 11:14 PM
Labor Added → 2x Labor Added
⏱️
2x Labor Added
Type: Labor
Status: Open
Qty: 4.5, 1
⏱️
2x Labor Added Nov 18, 12:38 PM
Type: Labor
Status: Open
Qty: 1, 5.25
✔️
▶
3 Status: Completed Nov 18, 12:48 PM
Status: Completed → Labor Added → Status: Closed
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 0.25
🏁
Status: Closed by James Duff
From: Completed
To: Closed
Duration in Previous: 2m
⏳ 3.0 business days
📄
▶
2 Status: Ready to Bill Nov 20, 1:41 PM
Status: Ready to Bill → Status: Invoice Pending
📨
Status: Invoice Pending by Diane Patton
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 1m, 0m
⏳ 2.0 business days
🧾
Invoice Created Nov 21, 8:51 PM
Invoice Number: SM-247076

Bottlenecks

Ready for Scheduling
Duration: 4.0 business days (threshold: 1.0 business days)
Exceeded by 3.0 business days
Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Tech On Site
Duration: 1.8 business days (threshold: 1.0 business days)
Exceeded by 6.5 business hours
Closed
Duration: 2.8 business days (threshold: 1.0 business days)
Exceeded by 1.8 business days

🔗 Related Artifacts

📞
Case 00541430
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
N/A
Technician
James Duff
Scheduled
Nov 17, 12:00 PM
Created
Nov 6, 9:25 AM
Invoice #
SM-247076

Work Details (7)

Name Type Status Qty Amount Date
WL-03010248 Parts Open 1 $261.01 Nov 17, 4:44 PM
WL-03010733 Labor Open 0.5 $0.00 Nov 17, 11:14 PM
WL-03010734 Labor Open 4.5 $0.00 Nov 17, 11:15 PM
WL-03010735 Labor Open 1 $0.00 Nov 17, 11:15 PM
WL-03011169 Labor Open 1 $0.00 Nov 18, 12:38 PM
WL-03011170 Labor Open 5.25 $0.00 Nov 18, 12:38 PM
WL-03011183 Labor Open 0.25 $0.00 Nov 18, 12:50 PM

Details