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WO-01351830 ↗ ServiceMax

LUTHERAN CARE • Depot - Syracuse • PSM

📍 LUTHERAN CARE — 108 UTICA ROAD, CLINTON NY, 13323

Feb 16, 2026 → Present

⛔ Blocked
PSM
SLA Clock
Last business day of February 2026 · Target: Feb 27, 2026
⚠ 4 biz days overdue
Active: 13 biz days
7d
▶ Clock Running
Status: Created
Feb 16 → Feb 25, 2026
7 business days (counted)
Running total: 7 of ? biz days used
3d
▶ Clock Running
Status: Assigned
Feb 25 → Mar 2, 2026
3 business days (counted)
Running total: 10 of ? biz days used
3d
▶ Clock Running
Status: On Hold
Mar 2 → Mar 5, 2026
3 business days (counted)
Running total: 13 of ? biz days used
Created: Feb 16, 2026 Today
Show SLA Clock Detail (3 periods)
Period Status Clock Biz Days Running Total
Feb 16 → Feb 25 Created ▶ Running 7 7
Feb 25 → Mar 2 Assigned ▶ Running 3 10
Mar 2 → Mar 5 On Hold ▶ Running 3 13
Coordinators 3.9d
Incomplete 7.0d (excluded)
⚠ Overdue
Coordinators
3.9 days
Over SLA
Incomplete (excluded from total)
7.0 days
Created: Feb 16, 2026 Due: Feb 27, 2026 (6 days overdue)
📅
13.0 days Total Age
⏱️
7.0d in Incomplete Longest Stage
🔄
2 transitions Status Changes
⚠️
3.4d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
0 lines Work Details
📋
Coordinator 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 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 (current) On Hold
Depot - Syracuse • Ryan Schwochow
Created: Feb 16, 2026
On Track
On Hold • 16 days old
🚨
Primary Delay 7.0 days stuck in "Incomplete"
⏱️
Total Delay 3.4 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Incomplete
7.0d
Assigned
3.9d / 0.5d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/16-RS; Submitting quote

🔍 Technician Findings
Wires exposed on cord - needs new cord - 1x hr labor 1x FIL1520 - intake filer 1x- ELE2430 - Power cord - Glenn Medical
⚠️ Problem Description
Q-00032571 Wires exposed on cord - needs new cord - 1x hr labor 1x FIL1520 - intake filer 1x- ELE2430 - Power cord - Glenn Medical 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. Invacare -IRC5lx Asset ID#: 1308409 S/N: 03D922908

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
🚨 62.0 business days
📋
Work Order Created Feb 16, 11:10 AM
Work Order: WO-01351830
Type: Depot - Syracuse
Priority: PSM
⚠️ 7.0 business days
👷
2 Technician Assigned Feb 25, 11:36 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Jessica Sells
From: Incomplete
To: Assigned
Duration in Previous: 9d 0h
4.0 business days
⏸️
Status: On Hold by Kathryn Coombs Mar 2, 2:16 PM
From: Assigned
To: On Hold
Duration in Previous: 5d 2h

Bottlenecks

Assigned
Duration: 3.9 business days (threshold: 4.0 business hours)
Exceeded by 3.4 business days

🔗 Related Artifacts

📞
Case 00543794
Closed

ℹ️ Work Order Details

Status
On Hold
Priority
PSM
Type
Depot - Syracuse
Branch
N/A
Technician
Ryan Schwochow
Scheduled
N/A
Created
Feb 16, 11:10 AM
Invoice #
N/A

Details