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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01254220 ↗ ServiceMax

Western NY Department of Developmental Disabilities • Preventive Maintenance • PSM

📍 Little Valley Community Home Lower Edgar Rd — 4817 Lower Edgar Rd, Little Valley NY, 14755

Mar 7, 2025 → Nov 19, 2025

✅ Completed
PSM Last business day of March 2025
Target: Mar 31, 2025
🕐 Clock stopped: Completed (Nov 19)
⏸ 56d excluded (parts wait + holding)
✗ SLA Missed (177d late)
Dispatch 0.1d
Holding 82.0d (excluded)
Coordinators 108.6d
Field Work 2.3d
Billing 21.8d
✗ SLA Missed
Dispatch
0.1 days
Holding (excluded from total)
82.0 days
Coordinators
108.6 days
Over SLA
Field Work
2.3 days
Billing
21.8 days
Over SLA
Created: Mar 7, 2025 Due: Sep 30, 2025 Completed: Nov 19, 2025 (49 days late)
📅
184.0 days Total Age
⏱️
41.0d in On Hold Longest Stage
🔄
21 transitions Status Changes
⚠️
113.9d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
11 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 Jun 25, 2025
Visit 2 Nov 6, 2025
Visit 3 Nov 19, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00471876
Ready to release status.
Closed
Initial Annual Inspection Service https://www.ebiotrack.com/inspection.php?iid=26128 Handi Move SN: 109560 Handi Move SN: 191551 Handi Move SN: 191553 Handi Move SN: 192994
Priority
Standard
Origin
Email
Reason
New Case
Contact
4817 Lower Edgar House Supervisor Please call, do not email unless no answer
Owner
Scott Berry
Created
Mar 6, 2025
Work Orders from this Case (1)
WO-01254220 (current) Invoiced
Preventive Maintenance • Erwin Forster
Created: Mar 7, 2025 • Closed: Nov 19, 2025
Completed with significant delays
Invoiced • 433 days old
🚨
Primary Delay 41.0 days stuck in "On Hold"
⏱️
Total Delay 113.9 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.1d / 0.5d SLA
Ready for Release
41.0d
Ready for Scheduling
24.5d / 1.0d SLA
Assigned
19.0d / 0.5d SLA
Scheduled
59.0d / 2.0d SLA
Tech Off Site
0.7d / 2.0d SLA
Reschedule
6.0d / 2.0d SLA
On Hold
41.0d
Tech On Site
1.0d / 1.0d SLA
Completed
0.6d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Billing Review
8.0d / 2.0d SLA
Ready to Bill
13.8d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
11/12 KSmith -- Scheduled for 11/19 with Kim.10am-12pm

11/6 EForster: Tiffany (SUP) asked to have tub looked at. Said she reported it to her bosses and was told to have EMSAR look at it when we arrived).

1 lift not charged. Return trip required for PM.

11/6 EForster: Rescheduled for 11/6.

9/22 KSmith -- Scheduled for 11/7 with Kim

08/27/2025 DNakoff - WO being released from on hold per conversation with Joe Whalen, Megan Allen, and Shawn Rogers. Technician aware of service expectations and PM documentation required. Due date updated.

7/1 KSmith -- Teams message from Shawn to place site on hold. Joe W is working to develop/implement a training program for all Western NY DD locations.

6/26 KSmith -- FSE needs more weight to properly test this unit. Calibrated weights have been ordered. Once they ship we will reschedule this site based off the delivery date

6/4 KSmith -- Scheduled with supervisor for 6/25. 12pm-2pm

6/3 KSmith -- No supervisor is available today. Advised to call back tomorrow. 6/25, 1pm

🔧 Work Performed
6/25: Inspected 3 lifts 11/6: Inspected 3 lifts and 1 tub. 1 lift not charged. (SN 191551) 11/19: Remaining lift serviced.
🔍 Technician Findings
6/25: Only 3 lifts onsite 11/6: 4 lifts on-site. 3 in use. 1 spare in closet. Staff also requested Tub be looked at (were told by their superiors that EMSAR would look at it).
⚠️ Problem Description
PM Service PLEASE COMPLETE PM FORM FOR EACH PIECE OF EQUIPMENT General Patient Lift: https://form.jotform.com/241965569287071 Therapeutic Tub: https://form.jotform.com/251747256160154 https://www.ebiotrack.com/inspection.php?iid=26128 Handi Move SN: 109560 Handi Move SN: 191551 Handi Move SN: 191553 Handi Move SN: 192994

Timeline

📞
Case Linked Mar 6, 5:50 PM
Case Number: 00471876
Subject: Ready to release status.
Status: Closed
📋
Work Order Created Mar 7, 10:36 AM
Work Order: WO-01254220
Type: Preventive Maintenance
Priority: PSM
✅
Status: Ready for Release by Stephanie Ramen Mar 7, 11:13 AM
From: Entered
To: Ready for Release
Duration in Previous: 36m
🚨 41.0 business days
📅
Status: Ready for Scheduling by Stephanie Ramen May 2, 3:49 PM
From: Ready for Release
To: Ready for Scheduling
Duration in Previous: 56d 3h
⚠️ 6.0 business days
👷
▶
2 Technician Assigned May 9, 10:16 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Mozammel Sajib
From: Ready for Scheduling
To: Assigned
Duration in Previous: 6d 18h
🚨 19.0 business days
📅
▶
2 Dispatch Scheduled Jun 4, 12:57 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kourtney Smith
From: Assigned
To: Scheduled
Duration in Previous: 26d 2h
🚨 16.0 business days
🚗
Status: Tech Off Site by Erwin Forster Jun 25, 3:11 PM
From: Scheduled
To: Tech Off Site
Duration in Previous: 21d 2h
⏱️
3x Labor Added Jun 25, 8:37 PM
Type: Labor, Travel
Status: Open
Qty: 0.16666666666667, 0.91666666666667
✔️
Status: Completed by Erwin Forster Jun 25, 8:51 PM
From: Tech Off Site, Completed
To: Completed, Reschedule
Duration in Previous: 5h 39m, 0m
⏳ 2.4 business days
🗓️
▶
2 Status: Scheduled Jun 27, 12:06 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-07-14T17:30:00.000+0000
⏳ 4.0 business days
⏸️
Status: On Hold by Kourtney Smith Jul 2, 11:47 AM
From: Scheduled
To: On Hold
Duration in Previous: 4d 23h
🚨 41.0 business days
📅
Status: Ready for Scheduling by Dylan Nakoff Aug 27, 11:02 AM
From: On Hold
To: Ready for Scheduling
Duration in Previous: 55d 23h
🚨 19.0 business days
👷
▶
2 Technician Assigned Sep 22, 12:56 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 26d 1h
🗓️
▶
2 Status: Scheduled Sep 22, 1:04 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-11-07T15:30:00.000+0000
🚨 34.0 business days
📅
Dispatch Scheduled by Erwin Forster Nov 6, 9:51 AM
Scheduled For: 2025-11-06T15:30:00.000+0000
🔧
Status: Tech On Site by Erwin Forster Nov 6, 11:04 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 44d 22h
⏱️
4x Labor Added Nov 6, 6:39 PM
Type: Labor, Travel, Expenses
Status: Open
Qty: 3, 2.1666666666667, 131
🔄
Status: Reschedule by Erwin Forster Nov 6, 6:47 PM
From: Tech On Site
To: Reschedule
Duration in Previous: 7h 43m
⏳ 4.7 business days
🗓️
▶
2 Status: Scheduled Nov 12, 4:52 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-11-19T15:30:00.000+0000
⚠️ 5.9 business days
✔️
Status: Completed by Erwin Forster Nov 19, 2:09 PM
From: Scheduled
To: Completed
Duration in Previous: 6d 21h
⏱️
4x Labor Added Nov 19, 6:30 PM
Type: Labor, Travel, Expenses
Status: Open
Qty: 2.5, 0.75, 131
🏁
Status: Closed by Erwin Forster Nov 19, 6:52 PM
From: Completed
To: Closed
Duration in Previous: 4h 43m
⏳ 2.6 business days
💵
Status: Billing Review by Diane Patton Nov 22, 12:39 PM
From: Closed
To: Billing Review
Duration in Previous: 2d 17h
⚠️ 8.0 business days
📄
Status: Ready to Bill by Scott Berry Dec 3, 12:27 PM
From: Billing Review
To: Ready to Bill
Duration in Previous: 10d 23h
🚨 14.0 business days
💵
▶
2 Status: Billing Review Dec 22, 5:56 PM
Status: Billing Review → Status: Ready to Bill
📄
Status: Ready to Bill by Diane Patton
From: Billing Review, Ready to Bill
To: Ready to Bill, Invoice Pending
Duration in Previous: 3m, 0m
💰
▶
2 Status: Invoiced Dec 22, 6:02 PM
Status: Invoiced → Invoice Created
🧾
Invoice Created
Invoice Number: SM-249794

Bottlenecks

Ready for Scheduling
Duration: 5.5 business days (threshold: 1.0 business days)
Exceeded by 4.5 business days
Assigned
Duration: 19.0 business days (threshold: 4.0 business hours)
Exceeded by 18.5 business days
Scheduled
Duration: 15.9 business days (threshold: 2.0 business days)
Exceeded by 13.9 business days
Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Ready for Scheduling
Duration: 19.0 business days (threshold: 1.0 business days)
Exceeded by 18.0 business days
Scheduled
Duration: 33.9 business days (threshold: 2.0 business days)
Exceeded by 31.9 business days
Reschedule
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Scheduled
Duration: 5.3 business days (threshold: 2.0 business days)
Exceeded by 3.3 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Billing Review
Duration: 8.0 business days (threshold: 2.0 business days)
Exceeded by 6.0 business days
Ready to Bill
Duration: 13.8 business days (threshold: 1.0 business days)
Exceeded by 12.8 business days

🔗 Related Artifacts

📞
Case 00471876
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Preventive Maintenance
Branch
N/A
Technician
Erwin Forster
Scheduled
Nov 19, 10:30 AM
Created
Mar 7, 10:36 AM
Invoice #
SM-249794

Work Details (11)

Name Type Status Qty Amount Date
WL-02844188 Labor Open 0.16666666666667 $0.00 Jun 25, 8:37 PM
WL-02844189 Labor Open 0.91666666666667 $240.00 Jun 25, 8:37 PM
WL-02844190 Travel Open 6 - Jun 25, 8:37 PM
WL-02999115 Labor Open 3 $0.00 Nov 6, 6:39 PM
WL-02999116 Labor Open 2.1666666666667 $240.00 Nov 6, 6:39 PM
WL-02999117 Travel Open 131 - Nov 6, 6:39 PM
WL-02999118 Expenses Open 1 $0.00 Nov 6, 6:39 PM
WL-03013726 Labor Open 2.5 $0.00 Nov 19, 6:30 PM
WL-03013727 Labor Open 0.75 $99.00 Nov 19, 6:30 PM
WL-03013728 Travel Open 131 - Nov 19, 6:30 PM
WL-03013729 Expenses Open 1 $0.00 Nov 19, 6:30 PM

Details