📍 University of Illinois Urbana — 208 N Wright St, Urbana IL, 61801-2355
Nov 10, 2025 → Jan 7, 2026
✅ Completed
PSM
SLA Clock
Last business day of November 2025 · Target: Nov 28, 2025
✗ SLA Missed (25 biz days late)
Active: 37 biz days
🕐 Clock stopped: Completed (Jan 7, 2026)
▶ Clock Running
Status: Created
Nov 10 → Nov 10, 2025
0 business days (counted)
Running total: 0 of ? biz days used
37d
▶ Clock Running
Status: Assigned
Nov 10 → Jan 7, 2026
37 business days (counted)
Running total: 37 of ? biz days used
▶ Clock Running
Status: Tech On Site
Jan 7 → Jan 7, 2026
0 business days (counted)
Running total: 37 of ? biz days used
Created: Nov 10, 2025Completed: Jan 7, 2026
Show SLA Clock Detail (3 periods)
Period
Status
Clock
Biz Days
Running Total
Nov 10 → Nov 10
Created
▶ Running
0
0
Nov 10 → Jan 7
Assigned
▶ Running
37
37
Jan 7 → Jan 7
Tech On Site
▶ Running
0
37
Dispatch0.0d
Coordinators38.0d
Field Work0.1d
Billing22.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
38.0 days
Over SLA
Field Work
0.1 days
Billing
22.0 days
Over SLA
Created: Nov 10, 2025
Due: Dec 10, 2025
Completed: Jan 7, 2026 (27 days late)
📅
38.0 daysTotal Age
⏱️
38.0d in AssignedLongest Stage
🔄
9 transitionsStatus Changes
⚠️
52.9d overTotal Delay
📦
0 orders, 0 quotesParts & Quotes
📝
4 linesWork Details
🏠
1 visitOn-Site Trips
👤
Self-ScheduledScheduling
AI Analysis
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Completed with significant delays
Invoiced • 114 days old
🚨
Primary Delay38.0 days stuck in "Assigned"
⏱️
Total Delay52.9 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
Assigned
38.0d / 0.5d SLA
Tech On Site
0.1d / 1.0d SLA
Closed
1.6d / 1.0d SLA
Billing Review
17.7d / 2.0d SLA
Ready to Bill
2.2d / 1.0d SLA
Invoice Pending
2.0d / 2.0d SLA
💬 Activities, Notes & Communications
🔒Internal CSA Notes
2/1/26 MMcNamara Service confirmation 6906853092 added
🔧Work Performed
Replaced display with new. Replaced IDP and turbo pump with new.
reset IDP tip seal hours.
Cleaned, reassembled and tested TPS to factory specifications.
🔍Technician Findings
Half the LED's are not working.
Has tip seal message.
📄Description
REPAIR TPS-COMPACT TV81M
📞Call Description
VPD Bench Overhaul Trade TPS
Jan 8, 2026 1:18pm
@MICHAEL MCNAMARA WO has been reviewed.
Timeline
📋
▶
3
Work Order Created Nov 10, 8:07 AM
Work Order Created → Technician Assigned → Status: Assigned
👷
Technician Assigned by Kim Pearson
Technician:Shawn Kelley
👷
Status: Assigned by Kim Pearson
From:Entered
To:Assigned
Duration in Previous:2m
🚨38.0 business days
🔧
▶
3
Status: Tech On Site Jan 7, 12:51 PM
Status: Tech On Site → 2x Labor Added → 2x Parts Added
⏱️
2x Labor Added
Type:Labor, Parts
Status:Open
Qty:4, 1
🔩
2x Parts Added
Type:Parts
Status:Open
Qty:1
✔️
Status: Completed by Shawn KelleyJan 7, 1:52 PM
From:Tech On Site, Completed
To:Completed, Closed
Duration in Previous:1h 1m, 0m
💵
Status: Billing Review by Hannah ShawJan 8, 1:17 PM
From:Closed
To:Billing Review
Duration in Previous:23h 24m
⏳4.8 business days
📄
Status: Ready to Bill by MICHAEL MCNAMARAJan 14, 6:46 AM
From:Billing Review
To:Ready to Bill
Duration in Previous:5d 17h
✏️
Status: WO Correction Needed by MICHAEL MCNAMARAJan 14, 8:41 AM
From:Ready to Bill, WO Correction Needed
To:WO Correction Needed, Billing Review
Duration in Previous:1h 54m, 0m
🚨12.8 business days
📄
Status: Ready to Bill by MICHAEL MCNAMARAFeb 2, 6:42 AM
From:Billing Review
To:Ready to Bill
Duration in Previous:18d 22h
⏳2.0 business days
📨
Status: Invoice Pending by Hannah ShawFeb 3, 10:09 AM
From:Ready to Bill
To:Invoice Pending
Duration in Previous:1d 3h
⏳2.0 business days
💰
▶
2
Status: Invoiced Feb 4, 12:16 PM
Status: Invoiced → Invoice Created
🧾
Invoice Created
Invoice Number:SM-252864
Bottlenecks
Assigned
Duration: 38.0 business days (threshold: 4.0 business hours)
Exceeded by 37.5 business days
Closed
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 5.1 business hours
Billing Review
Duration: 4.7 business days (threshold: 2.0 business days)
Exceeded by 2.7 business days
Billing Review
Duration: 13.0 business days (threshold: 2.0 business days)
Exceeded by 11.0 business days
Ready to Bill
Duration: 2.0 business days (threshold: 1.0 business days)