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WO-01314810 ↗ ServiceMax

Stony Brook Medicine • Repair • P3

📍 Stony Brook - INT - Center Moriches - 25039 — 600 Main St Suite B, Center Moriches NY, 11934

Nov 12, 2025 → Jan 14, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Nov 17, 2025
✗ SLA Missed
Active: 3 biz days
Paused: 38 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Jan 14, 2026)
SLA Target
▶ Clock Running
Status: Created
Nov 12 → Nov 12, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: L2 Screening
Nov 12 → Nov 13, 2025
1 business day (counted)
Running total: 1 of 3 biz days used
⏸38d
⏸ Clock Paused
Status: Awaiting Parts
Nov 13 → Jan 12, 2026
38 business days (not counted)
▶ Clock Running
Status: Assigned
Jan 12 → Jan 12, 2026
0 business days (counted)
Running total: 1 of 3 biz days used
▶ Clock Running
Status: Scheduled
Jan 12 → Jan 14, 2026
2 business days (counted)
Running total: 3 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Jan 14 → Jan 14, 2026
0 business days (counted)
Running total: 3 of 3 biz days used
Created: Nov 12, 2025 Completed: Jan 14, 2026
Business Days Used 3 / 3
0 3d budget
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Nov 12 → Nov 12 Created ▶ Running 0 0 / 3
Nov 12 → Nov 13 L2 Screening ▶ Running 1 1 / 3
Nov 13 → Jan 12 Awaiting Parts ⏸ Paused 38 —
Jan 12 → Jan 12 Assigned ▶ Running 0 1 / 3
Jan 12 → Jan 14 Scheduled ▶ Running 2 3 / 3
Jan 14 → Jan 14 Tech On Site ▶ Running 0 3 / 3
Dispatch 1.9d
Material Management 39.0d
Coordinators 2.7d
Field Work 0.8d
Billing 19.0d
✗ SLA Missed
Dispatch
1.9 days
Over SLA
Material Management
39.0 days
Over SLA
Coordinators
2.7 days
Over SLA
Field Work
0.8 days
Billing
19.0 days
Over SLA
Created: Nov 12, 2025 Due: Jan 15, 2026 Completed: Jan 14, 2026 (1 days early)
📅
41.9 days Total Age
⏱️
39.0d in Awaiting Parts Longest Stage
🔄
8 transitions Status Changes
⚠️
54.8d over Total Delay
📦
1 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 #00540825
Needs Quote
Closed
Q-00031003 Follow-up to WO-01308950 Model: Gomco - G180 Notes: Need new rechargeable battery unit runs on AC but does not power on when unplugged. 1 battery, 5388-1
Priority
Standard
Origin
Email
Reason
New Case
Contact
Jessica Geib
Owner
Sherry Reich
Created
Nov 4, 2025
Work Orders from this Case (1)
WO-01314810 (current) Invoiced
Repair • Mohamed Shareed
Created: Nov 12, 2025 • Closed: Jan 14, 2026
Completed with significant delays
Invoiced • 112 days old
🚨
Primary Delay 39.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 54.8 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
1.9d / 1.0d SLA
Awaiting Parts
39.0d / 3.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
2.7d / 2.0d SLA
Tech On Site
0.8d / 1.0d SLA
Closed
1.1d / 1.0d SLA
Billing Review
19.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1/15/26 DPatton - Bill to McKesson or Concordance?

1/12 KSmith -- Scheduled for 1/14 with Jessica on WO-01314809. 12pm-2pm

1/8 KSmith -- Per Jessica, "Correct- we did receive the Zoll machine battery.  

However, we are still waiting on a Gomco battery that was ordered at the same time.  

I think it would be best to have both items installed/replaced at the same time vs two trips."

🔧 Work Performed
Replaced aspirator internal Battery. New Battery charge time 8 hrs. Advised customer to fully charge 8 Hours. Tested unit with no faults.
🔍 Technician Findings
Found Aspirator w/ battery not holding charge when plugged in
⚠️ Problem Description
Q-00031003 Follow-up to WO-01308950 Model: Gomco - G180 Notes: Need new rechargeable battery unit runs on AC but does not power on when unplugged. 1 battery, 5388-1

Timeline

📞
Case Linked Nov 4, 12:33 PM
Case Number: 00540825
Subject: Needs Quote
Status: Closed
⚠️ 6.0 business days
📋
▶
2 Work Order Created Nov 12, 11:31 AM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Sherry Reich
From: Entered
To: L2 Screening
Duration in Previous: 1m
📦
▶
2 Parts Requested Nov 13, 10:11 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Keith Weiss
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 22h 38m
🚨 39.0 business days
👷
▶
4 Technician Assigned Jan 12, 1:25 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled → Status: Scheduled
👷
Status: Assigned by Kourtney Smith
From: Awaiting Parts
To: Assigned
Duration in Previous: 60d 3h
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-01-14T18:00:00.000+0000
🗓️
Status: Scheduled by Kourtney Smith
From: Assigned
To: Scheduled
Duration in Previous: 1m
🔩
2x Parts Added Jan 13, 10:58 AM
Type: Parts, Expenses
Status: Open
Qty: 1
⏳ 2.0 business days
🔧
Status: Tech On Site by Mohamed Shareed Jan 14, 11:49 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 22h
⏱️
3x Labor Added Jan 14, 12:03 PM
Type: Labor, Travel
Status: Open
Qty: 0.75, 19
✔️
Status: Completed by Mohamed Shareed Jan 14, 5:54 PM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 6h 5m, 0m
💵
Status: Billing Review by Diane Patton Jan 15, 9:58 AM
From: Closed
To: Billing Review
Duration in Previous: 16h 3m
🚨 19.0 business days
📄
Status: Ready to Bill by Diane Patton Feb 11, 6:04 PM
From: Billing Review, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 27d 8h, 0m
🧾
Invoice Created Feb 12, 11:14 AM
Invoice Number: SM-253643

Bottlenecks

L2 Screening
Duration: 1.9 business days (threshold: 1.0 business days)
Exceeded by 7.5 business hours
Awaiting Parts
Duration: 39.0 business days (threshold: 3.0 business days)
Exceeded by 36.0 business days
Scheduled
Duration: 2.7 business days (threshold: 2.0 business days)
Exceeded by 5.6 business hours
Closed
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 1.1 business hours
Billing Review
Duration: 19.0 business days (threshold: 2.0 business days)
Exceeded by 17.0 business days

🔗 Related Artifacts

📞
Case 00540825
Closed
📦
Parts Order 00085217
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Repair
Branch
N/A
Technician
Mohamed Shareed
Scheduled
Jan 14, 1:00 PM
Created
Nov 12, 11:31 AM
Invoice #
SM-253643

Work Details (5)

Name Type Status Qty Amount Date
WL-03062982 Parts Open 1 $13.68 Jan 13, 10:58 AM
WL-03062983 Expenses Open 1 $0.00 Jan 13, 10:58 AM
WL-03064615 Labor Open 0.75 $102.75 Jan 14, 12:03 PM
WL-03064616 Labor Open 0.75 $102.75 Jan 14, 12:03 PM
WL-03064617 Travel Open 19 $0.00 Jan 14, 12:03 PM

Details