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WO-01324302 ↗ ServiceMax

RETINA VITREOUS • Inspection • PSM

📍 RETINA VITREOUS SURGEONS — 4104 VESTAL ROAD, VESTAL NY, 13850

Dec 8, 2025 → Feb 4, 2026

✅ Completed
PSM
SLA Clock
Last business day of December 2025 · Target: Dec 31, 2025
✗ SLA Missed (22 biz days late)
Active: 39 biz days
🕐 Clock stopped: Completed (Feb 4, 2026)
▶ Clock Running
Status: Created
Dec 8 → Dec 8, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Dec 8 → Dec 10, 2025
2 business days (counted)
Running total: 2 of ? biz days used
▶ Clock Running
Status: Assigned
Dec 10 → Dec 11, 2025
1 business day (counted)
Running total: 3 of ? biz days used
36d
▶ Clock Running
Status: Scheduled
Dec 11 → Feb 4, 2026
36 business days (counted)
Running total: 39 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 4 → Feb 4, 2026
0 business days (counted)
Running total: 39 of ? biz days used
Created: Dec 8, 2025 Completed: Feb 4, 2026
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Dec 8 → Dec 8 Created ▶ Running 0 0
Dec 8 → Dec 10 Ready for Scheduling ▶ Running 2 2
Dec 10 → Dec 11 Assigned ▶ Running 1 3
Dec 11 → Feb 4 Scheduled ▶ Running 36 39
Feb 4 → Feb 4 Tech On Site ▶ Running 0 39
Dispatch 0.0d
Coordinators 41.6d
Field Work 0.1d
Billing 17.5d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
41.6 days
Over SLA
Field Work
0.1 days
Billing
17.5 days
Over SLA
Created: Dec 8, 2025 Due: Feb 27, 2026 Completed: Feb 4, 2026 (23 days early)
📅
39.8 days Total Age
⏱️
37.0d in Scheduled Longest Stage
🔄
9 transitions Status Changes
⚠️
53.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00549596
eBiotrack - Automated New Inspection Created
Closed
Inspection: Annual Equipment Calibration Service 1 pc https://www.ebiotrack.com/omnicor/inspection.php?iid=10426
Priority
Standard
Origin
Email
Reason
New Case
Contact
Erin Gaff
Owner
Jessica Sells
Created
Dec 8, 2025
Work Orders from this Case (1)
WO-01324302 (current) Invoiced
Inspection • Taylor Duda
Created: Dec 8, 2025 • Closed: Feb 4, 2026
Completed with significant delays
Invoiced • 86 days old
🚨
Primary Delay 37.0 days stuck in "Scheduled"
⏱️
Total Delay 53.6 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
2.8d / 1.0d SLA
Assigned
1.8d / 0.5d SLA
Scheduled
37.0d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Billing Review
5.5d / 2.0d SLA
Ready to Bill
12.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/5/26 DPatton - see smc notes. Which pricing is correct? AUTOCLAVE $135 or $110? Travel $75 or $70 ?

12/11 KSmith -- Scheduled for 2/4 with Kelsey. 8-10am

12/10 KSmith -- Per Erin, the POC is Kelsey

kcloonan@rvscny.com

12/10 KSmith -- Sent email to schedule for 2/4

🔧 Work Performed
SEMI ANNUAL INSPECTION
🔍 Technician Findings
SEMI ANNUAL INSPECTION
⚠️ Problem Description
Inspection: Annual Equipment Calibration Service 1 pc https://www.ebiotrack.com/omnicor/inspection.php?iid=10426

Timeline

📞
Case Linked Dec 8, 7:39 AM
Case Number: 00549596
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Dec 8, 12:36 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
⏳ 3.0 business days
👷
▶
2 Technician Assigned Dec 10, 12:34 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1d 23h
🗓️
▶
2 Status: Scheduled Dec 11, 8:47 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-02-04T13:00:00.000+0000
🚨 37.0 business days
🔧
Status: Tech On Site by Taylor Duda Feb 4, 8:45 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 54d 23h
⏱️
3x Labor Added Feb 4, 9:02 AM
Type: Labor, Travel
Status: Open
Qty: 1.25, 0.75, 60
✔️
Status: Completed by Taylor Duda Feb 4, 9:30 AM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 44m, 0m
⏳ 2.0 business days
💵
Status: Billing Review by Diane Patton Feb 5, 2:57 PM
From: Closed
To: Billing Review
Duration in Previous: 1d 5h
⚠️ 6.0 business days
📄
Status: Ready to Bill by Scott Berry Feb 12, 11:19 AM
From: Billing Review
To: Ready to Bill
Duration in Previous: 6d 20h
🚨 12.0 business days
💵
▶
3 Status: Billing Review Mar 2, 12:46 PM
Status: Billing Review → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
🧾
Invoice Created
Invoice Number: SM-255338

Bottlenecks

Ready for Scheduling
Duration: 2.8 business days (threshold: 1.0 business days)
Exceeded by 1.8 business days
Assigned
Duration: 1.8 business days (threshold: 4.0 business hours)
Exceeded by 1.3 business days
Scheduled
Duration: 37.0 business days (threshold: 2.0 business days)
Exceeded by 35.0 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Billing Review
Duration: 5.5 business days (threshold: 2.0 business days)
Exceeded by 3.5 business days
Ready to Bill
Duration: 12.0 business days (threshold: 1.0 business days)
Exceeded by 11.0 business days

🔗 Related Artifacts

📞
Case 00549596
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
N/A
Technician
Taylor Duda
Scheduled
Feb 4, 8:00 AM
Created
Dec 8, 12:36 PM
Invoice #
SM-255338

Work Details (3)

Name Type Status Qty Amount Date
WL-03090866 Labor Open 1.25 $70.00 Feb 4, 9:02 AM
WL-03090867 Labor Open 0.75 $110.00 Feb 4, 9:02 AM
WL-03090868 Travel Open 60 - Feb 4, 9:02 AM

Details