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WO-01315310 ↗ ServiceMax

PRESBYTERIAN HOME • Delivery • PSM

📍 PRESBYTERIAN HOME- CONCENTRATORS — 4290 MIDDLE SETTLEMENT RD, NEW HARTFORD NY, 13413

Nov 14, 2025 → Dec 4, 2025

✅ Completed
PSM
SLA Clock
Last business day of November 2025 · Target: Nov 28, 2025
✗ SLA Missed (3 biz days late)
Active: 12 biz days
🕐 Clock stopped: Completed (Dec 4, 2025)
▶ Clock Running
Status: Created
Nov 14 → Nov 14, 2025
0 business days (counted)
Running total: 0 of ? biz days used
2d
▶ Clock Running
Status: Assigned
Nov 14 → Nov 18, 2025
2 business days (counted)
Running total: 2 of ? biz days used
4d
▶ Clock Running
Status: Ready for Scheduling
Nov 18 → Nov 24, 2025
4 business days (counted)
Running total: 6 of ? biz days used
▶ Clock Running
Status: Assigned
Nov 24 → Nov 24, 2025
0 business days (counted)
Running total: 6 of ? biz days used
6d
▶ Clock Running
Status: Scheduled
Nov 24 → Dec 4, 2025
6 business days (counted)
Running total: 12 of ? biz days used
▶ Clock Running
Status: Tech On Site
Dec 4 → Dec 4, 2025
0 business days (counted)
Running total: 12 of ? biz days used
Created: Nov 14, 2025 Completed: Dec 4, 2025
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Nov 14 → Nov 14 Created ▶ Running 0 0
Nov 14 → Nov 18 Assigned ▶ Running 2 2
Nov 18 → Nov 24 Ready for Scheduling ▶ Running 4 6
Nov 24 → Nov 24 Assigned ▶ Running 0 6
Nov 24 → Dec 4 Scheduled ▶ Running 6 12
Dec 4 → Dec 4 Tech On Site ▶ Running 0 12
Dispatch 0.0d
Coordinators 14.4d
Field Work 0.2d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
14.4 days
Over SLA
Field Work
0.2 days
Created: Nov 14, 2025 Due: Dec 15, 2025 Completed: Dec 4, 2025 (11 days early)
📅
13.0 days Total Age
⏱️
7.0d in Scheduled Longest Stage
🔄
7 transitions Status Changes
⚠️
13.9d over Total Delay
📦
0 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 #00543794
11/13 following up on request chattered Ryan -RE: Concentrator repair
Closed
I still have the 3 concentrators (our machines) here for pickup and quote for repair, at Pres Home. They've been sitting here since September sometime. And have the 2 old machines (not repairable) (mentioned below) if Emsar wanted them, for parts to repair ours with. Pics attached.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Michael Sulton
Owner
Jessica Sells
Created
Nov 13, 2025
Work Orders from this Case (3)
WO-01315310 (current) Invoiced
Delivery • Taylor Duda
Created: Nov 14, 2025 • Closed: Dec 4, 2025
WO-01351825 On Hold
Depot - Syracuse • Ryan Schwochow
Created: Feb 16, 2026
WO-01351830 On Hold
Depot - Syracuse • Ryan Schwochow
Created: Feb 16, 2026
Completed with significant delays
Invoiced • 110 days old
🚨
Primary Delay 7.0 days stuck in "Scheduled"
⏱️
Total Delay 13.9 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
3.0d / 0.5d SLA
Ready for Scheduling
4.4d / 1.0d SLA
Scheduled
7.0d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Completed
0.2d / 1.0d SLA
Closed
4.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/24 KSmith -- Advised Mike the units will be picked on on 12/4

🔧 Work Performed
PICKED UP CONCENTRATORS FROM SITE & DELIVERED TO SYR DEPOT FOR EVALUATION & REPAIR. ASSET #S 12982833, 12982842, & 13108409.
🔍 Technician Findings
PICKED UP CONCENTRATORS FROM SITE & DELIVERED TO SYR DEPOT FOR EVALUATION & REPAIR. ASSET #S 12982833, 12982842, & 13108409.
⚠️ Problem Description
https://www.ebiotrack.com/omnicor/workorder.php?wo=7009 I still have the 3 concentrators (our machines) here for pickup and quote for repair, at Pres Home. They've been sitting here since September sometime. And have the 2 old machines (not repairable) (mentioned below) if Emsar wanted them, for parts to repair ours with. Pics attached.

Timeline

📞
Case Linked Nov 13, 3:49 PM
Case Number: 00543794
Subject: 11/13 following up on request chattered Ryan -RE: Concentrator repair
Status: Closed
📋
▶
3 Work Order Created Nov 14, 9:37 AM
Work Order Created → Technician Assigned → Status: Assigned
👷
Technician Assigned by Jessica Sells
Technician: Ryan Schwochow
👷
Status: Assigned by Jessica Sells
From: Entered
To: Assigned
Duration in Previous: 0m
⏳ 3.0 business days
📅
Status: Ready for Scheduling by Ryan Schwochow Nov 18, 3:47 PM
From: Assigned
To: Ready for Scheduling
Duration in Previous: 4d 6h
⚠️ 5.0 business days
👷
▶
3 Technician Assigned Nov 24, 11:19 AM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 5d 19h, 0m
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-12-04T13:00:00.000+0000
⚠️ 7.0 business days
🔧
Status: Tech On Site by Taylor Duda Dec 4, 8:45 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 9d 21h
✔️
Status: Completed by Taylor Duda Dec 4, 9:14 AM
From: Tech On Site
To: Completed
Duration in Previous: 29m
⏱️
▶
2 5x Labor Added Dec 4, 10:34 AM
5x Labor Added → Status: Closed
🏁
Status: Closed by Taylor Duda
From: Completed
To: Closed
Duration in Previous: 1h 23m
⏳ 4.0 business days
📄
▶
2 Status: Ready to Bill Dec 9, 10:18 AM
Status: Ready to Bill → Invoice Created
🧾
Invoice Created
Invoice Number: SM-248520

Bottlenecks

Assigned
Duration: 3.0 business days (threshold: 4.0 business hours)
Exceeded by 2.5 business days
Ready for Scheduling
Duration: 4.4 business days (threshold: 1.0 business days)
Exceeded by 3.4 business days
Scheduled
Duration: 7.0 business days (threshold: 2.0 business days)
Exceeded by 5.0 business days
Closed
Duration: 4.0 business days (threshold: 1.0 business days)
Exceeded by 3.0 business days

🔗 Related Artifacts

📞
Case 00543794
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Delivery
Branch
N/A
Technician
Taylor Duda
Scheduled
Dec 4, 8:00 AM
Created
Nov 14, 9:37 AM
Invoice #
SM-248520

Work Details (5)

Name Type Status Qty Amount Date
WL-03026093 Labor Open 1.25 $0.00 Dec 4, 10:34 AM
WL-03026094 Labor Open 0.5 $71.25 Dec 4, 10:34 AM
WL-03026095 Labor Open 1.25 $40.00 Dec 4, 10:34 AM
WL-03026096 Travel Open 65 - Dec 4, 10:34 AM
WL-03026097 Travel Open 53 - Dec 4, 10:34 AM

Details