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WO-01317107 ↗ ServiceMax

ENDOSCOPY CENTER OF WNY • Inspection • PSM

📍 Endoscopy Center of WNY - Orchard Park — 250 Windward Rd, Suite 140, Orchard Park NY, 14127

Nov 25, 2025 → Feb 3, 2026

✅ Completed
PSM
SLA Clock
Last business day of November 2025 · Target: Nov 28, 2025
✗ SLA Missed (43 biz days late)
Active: 45 biz days
🕐 Clock stopped: Completed (Feb 3, 2026)
▶ Clock Running
Status: Created
Nov 25 → Nov 25, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 25 → Nov 25, 2025
0 business days (counted)
Running total: 0 of ? biz days used
2d
▶ Clock Running
Status: Assigned
Nov 25 → Dec 1, 2025
2 business days (counted)
Running total: 2 of ? biz days used
29d
▶ Clock Running
Status: Scheduled
Dec 1 → Jan 13, 2026
29 business days (counted)
Running total: 31 of ? biz days used
▶ Clock Running
Status: Tech On Site
Jan 13 → Jan 13, 2026
0 business days (counted)
Running total: 31 of ? biz days used
4d
▶ Clock Running
Status: Reschedule
Jan 13 → Jan 20, 2026
4 business days (counted)
Running total: 35 of ? biz days used
8d
▶ Clock Running
Status: Scheduled
Jan 20 → Jan 30, 2026
8 business days (counted)
Running total: 43 of ? biz days used
▶ Clock Running
Status: Tech On Site
Jan 30 → Jan 30, 2026
0 business days (counted)
Running total: 43 of ? biz days used
▶ Clock Running
Status: Completed
Jan 30 → Jan 31, 2026
0 business days (counted)
Running total: 43 of ? biz days used
▶ Clock Running
Status: Reschedule
Jan 31 → Feb 3, 2026
2 business days (counted)
Running total: 45 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 3 → Feb 3, 2026
0 business days (counted)
Running total: 45 of ? biz days used
▶ Clock Running
Status: Completed
Feb 3 → Feb 3, 2026
0 business days (counted)
Running total: 45 of ? biz days used
▶ Clock Running
Status: Scheduled
Feb 3 → Feb 3, 2026
0 business days (counted)
Running total: 45 of ? biz days used
Created: Nov 25, 2025 Completed: Feb 3, 2026
Show SLA Clock Detail (13 periods)
Period Status Clock Biz Days Running Total
Nov 25 → Nov 25 Created ▶ Running 0 0
Nov 25 → Nov 25 Ready for Scheduling ▶ Running 0 0
Nov 25 → Dec 1 Assigned ▶ Running 2 2
Dec 1 → Jan 13 Scheduled ▶ Running 29 31
Jan 13 → Jan 13 Tech On Site ▶ Running 0 31
Jan 13 → Jan 20 Reschedule ▶ Running 4 35
Jan 20 → Jan 30 Scheduled ▶ Running 8 43
Jan 30 → Jan 30 Tech On Site ▶ Running 0 43
Jan 30 → Jan 31 Completed ▶ Running 0 43
Jan 31 → Feb 3 Reschedule ▶ Running 2 45
Feb 3 → Feb 3 Tech On Site ▶ Running 0 45
Feb 3 → Feb 3 Completed ▶ Running 0 45
Feb 3 → Feb 3 Scheduled ▶ Running 0 45
Dispatch 0.0d
Coordinators 48.0d
Field Work 3.2d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
48.0 days
Over SLA
Field Work
3.2 days
Over SLA
Created: Nov 25, 2025 Due: Feb 6, 2026 Completed: Feb 4, 2026 (2 days early)
📅
46.6 days Total Age
⏱️
29.7d in Scheduled Longest Stage
🔄
14 transitions Status Changes
⚠️
39.8d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
15 lines Work Details
🚩
3 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
3 On-Site Visits (2 reschedules)
3 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Erwin Forster — scheduling delays attributed to technician, not coordinators
Visit 1 Jan 13, 2026
Visit 2 Jan 30, 2026
Visit 3 Feb 3, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00546333
eBiotrack - New Inspection Created
Closed
Initial Annual Inspection Service https://www.ebiotrack.com/omnicor/inspection.php?iid=10363
Priority
Standard
Origin
Email
Reason
New Case
Contact
Pat Graham
Owner
Sherry Reich
Created
Nov 24, 2025
Work Orders from this Case (1)
WO-01317107 (current) Invoiced
Inspection • Erwin Forster
Created: Nov 25, 2025 • Closed: Feb 3, 2026
Completed with significant delays
Invoiced • 99 days old
🚨
Primary Delay 29.7 days stuck in "Scheduled"
⏱️
Total Delay 39.8 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
Ready for Scheduling
0.3d / 1.0d SLA
Assigned
2.9d / 0.5d SLA
Scheduled
38.1d / 2.0d SLA
Tech On Site
1.3d / 1.0d SLA
Reschedule
6.7d / 2.0d SLA
Completed
1.8d / 1.0d SLA
Closed
1.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
2/3 KSmith -- FSE completed today.

2/3 KSmith -- Sent email to schedule for 2/9

2/2 KSmith -- Sent email to schedule for 2/9

1/30 EForster: There is 1 procedure room left to inspect. Must be done before 2/9 as state is coming in for inspection.

1/20 KSmith -- Scheduled for 1/30 with Mary Rose. 9-11am

1/20 KSmith -- Pat is checking with Mary Rose to see if the 28th or 30th will work (If they are finished with construction)

1/20 KSmith -- Followed up with POCs to see if site was ready to finish the inspection

1/13 EForster: Site is still in process of construction with contractors call over. Most equipment still boxed. Mary Rose or Pat will contact EMSAR when all equipment is ready.

Inspected what I could but return trip required.

12/1 KSmith -- Scheduled for 1/13 with Pat

12/1 KSmith -- Sent email to schedule for 1/13

11/25 KSmith -- Sent email to schedule for 1/13

🔧 Work Performed
1/13: Inspected 31 items. 1/30: Inspected 103 items 2/3: Inspected remaining items
🔍 Technician Findings
1/13: Location still under construction.
⚠️ Problem Description
Initial Annual Inspection Service https://www.ebiotrack.com/omnicor/inspection.php?iid=10363

Timeline

📞
Case Linked Nov 24, 11:33 AM
Case Number: 00546333
Subject: eBiotrack - New Inspection Created
Status: Closed
📋
2 Work Order Created Nov 25, 9:13 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 1m
👷
2 Technician Assigned Nov 25, 11:30 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2h 16m
3.0 business days
📅
2 Dispatch Scheduled Dec 1, 1:19 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kourtney Smith
From: Assigned
To: Scheduled
Duration in Previous: 6d 1h
🚨 30.0 business days
🔧
Status: Tech On Site by Erwin Forster Jan 13, 9:54 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 42d 20h
🔄
Status: Reschedule by Erwin Forster Jan 13, 1:42 PM
From: Tech On Site
To: Reschedule
Duration in Previous: 3h 47m
⏱️
6x Labor Added Jan 13, 6:14 PM
Type: Labor, Travel, Expenses
Status: Open
Qty: 1.6666666666667, 4.0833333333333, 2, 82
4.7 business days
🗓️
2 Status: Scheduled Jan 20, 3:42 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-01-30T14:30:00.000+0000
⚠️ 9.0 business days
🔧
Status: Tech On Site by Erwin Forster Jan 30, 10:44 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 9d 19h
✔️
Status: Completed by Erwin Forster Jan 30, 5:00 PM
From: Tech On Site
To: Completed
Duration in Previous: 6h 16m
⏱️
6x Labor Added Jan 30, 8:00 PM
Type: Labor, Travel, Expenses
Status: Open
Qty: 2, 6.25, 1.5, 82
🔄
Status: Reschedule by Erwin Forster Jan 30, 8:08 PM
From: Completed
To: Reschedule
Duration in Previous: 3h 8m
2.5 business days
🔧
Status: Tech On Site by Erwin Forster Feb 3, 10:22 AM
From: Reschedule
To: Tech On Site
Duration in Previous: 3d 14h
✔️
3 Status: Completed Feb 3, 11:04 AM
Status: Completed → Dispatch Scheduled → Status: Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-02-03T15:15:00.000+0000
🗓️
Status: Scheduled by Kourtney Smith
From: Completed, Scheduled
To: Scheduled, Completed
Duration in Previous: 2m, 0m
⏱️
3x Labor Added Feb 3, 10:27 PM
Type: Labor, Travel
Status: Open
Qty: 0.25, 0.83333333333333
🏁
Status: Closed by Erwin Forster Feb 3, 11:31 PM
From: Completed
To: Closed
Duration in Previous: 12h 24m
📄
Status: Ready to Bill by Diane Patton Feb 4, 10:07 AM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 10h 36m, 0m
3.0 business days
🧾
Invoice Created Feb 8, 1:30 PM
Invoice Number: SM-252946

Bottlenecks

Assigned
Duration: 2.9 business days (threshold: 4.0 business hours)
Exceeded by 2.4 business days
Scheduled
Duration: 29.7 business days (threshold: 2.0 business days)
Exceeded by 27.7 business days
Reschedule
Duration: 4.7 business days (threshold: 2.0 business days)
Exceeded by 2.7 business days
Scheduled
Duration: 8.4 business days (threshold: 2.0 business days)
Exceeded by 6.4 business days
Completed
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 4.4 business hours

🔗 Related Artifacts

📞
Case 00546333
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
N/A
Technician
Erwin Forster
Scheduled
Feb 3, 10:15 AM
Created
Nov 25, 9:13 AM
Invoice #
SM-252946

Work Details (15)

Name Type Status Qty Amount Date
WL-03063786 Labor Open 1.6666666666667 $0.00 Jan 13, 6:14 PM
WL-03063787 Labor Open 4.0833333333333 $0.00 Jan 13, 6:14 PM
WL-03063788 Labor Open 2 $0.00 Jan 13, 6:14 PM
WL-03063789 Travel Open 82 - Jan 13, 6:14 PM
WL-03063790 Travel Open 82 - Jan 13, 6:14 PM
WL-03063791 Expenses Open 1 $0.00 Jan 13, 6:14 PM
WL-03086072 Labor Open 2 $0.00 Jan 30, 8:00 PM
WL-03086073 Labor Open 6.25 $0.00 Jan 30, 8:00 PM
WL-03086074 Labor Open 1.5 $0.00 Jan 30, 8:00 PM
WL-03086075 Travel Open 82 - Jan 30, 8:00 PM
WL-03086076 Travel Open 82 - Jan 30, 8:00 PM
WL-03086077 Expenses Open 1 $0.00 Jan 30, 8:00 PM
WL-03090612 Labor Open 0.25 $0.00 Feb 3, 10:27 PM
WL-03090613 Labor Open 0.83333333333333 $7,971.00 Feb 3, 10:27 PM
WL-03090614 Travel Open 5 - Feb 3, 10:27 PM

Details