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WO-01315333 ↗ ServiceMax

LORETTO • Depot - Syracuse • P5

📍 LORETTO — 700 EAST BRIGHTON AVE, SYRACUSE NY, 13205

Nov 14, 2025 → Jan 27, 2026

✅ Completed
P5
SLA Clock
5 business days from creation · Target: Nov 21, 2025
✗ SLA Missed (42 biz days late)
Active: 47 biz days
Budget: 5 biz days
🕐 Clock stopped: Invoiced (Jan 27, 2026)
SLA Target
▶ Clock Running
Status: Created
Nov 14 → Nov 14, 2025
0 business days (counted)
Running total: 0 of 5 biz days used
36d
▶ Clock Running
Status: Incomplete
Nov 14 → Jan 9, 2026
36 business days (counted)
Running total: 36 of 5 biz days used
▶ Clock Running
Status: L2 Screening
Jan 9 → Jan 12, 2026
1 business day (counted)
Running total: 37 of 5 biz days used
10d
▶ Clock Running
Status: Assigned
Jan 12 → Jan 27, 2026
10 business days (counted)
Running total: 47 of 5 biz days used
▶ Clock Running
Status: Completed
Jan 27 → Jan 27, 2026
0 business days (counted)
Running total: 47 of 5 biz days used
▶ Clock Running
Status: Assigned
Jan 27 → Jan 27, 2026
0 business days (counted)
Running total: 47 of 5 biz days used
Created: Nov 14, 2025 Invoiced: Jan 27, 2026
Business Days Used 47 / 5
0 5d budget +42d over
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Nov 14 → Nov 14 Created ▶ Running 0 0 / 5
Nov 14 → Jan 9 Incomplete ▶ Running 36 36 / 5
Jan 9 → Jan 12 L2 Screening ▶ Running 1 37 / 5
Jan 12 → Jan 27 Assigned ▶ Running 10 47 / 5
Jan 27 → Jan 27 Completed ▶ Running 0 47 / 5
Jan 27 → Jan 27 Assigned ▶ Running 0 47 / 5
Dispatch 1.6d
Coordinators 10.6d
Field Work 0.5d
Incomplete 37.0d (excluded)
Billing 0.0d
✗ SLA Missed
Dispatch
1.6 days
Over SLA
Coordinators
10.6 days
Over SLA
Field Work
0.5 days
Incomplete (excluded from total)
37.0 days
Billing
0.0 days
Created: Nov 14, 2025 Due: Nov 21, 2025 Completed: Jan 27, 2026 (66 days late)
📅
48.0 days Total Age
⏱️
37.0d in Incomplete Longest Stage
🔄
8 transitions Status Changes
⚠️
12.9d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
2 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

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Originating Case

Open in Salesforce →
🎫
Case #00524800
eBiotrack - New Work Order Created
Closed
Follow-up to WO-01298383 Model: Invacare - IRC5LX (B) Notes: Failed inspection - Out of range - unit goes into alarm after powered on and does not run. Follow-up required for Syracuse depot evaluation & repair. - unit is on loading dock for pick up. https://www.ebiotrack.com/omnicor/workorder.php?wo=6940
Priority
Standard
Origin
Email
Reason
New Case
Contact
Trevor Brown
Owner
Shelby Robinson
Created
Sep 5, 2025
Work Orders from this Case (3)
WO-01301961 Canceled
Depot - Syracuse • Ryan Schwochow
Created: Sep 5, 2025
WO-01315322 Invoiced
Depot - Syracuse • Ryan Schwochow
Created: Nov 14, 2025 • Closed: Jan 27, 2026
WO-01315333 (current) Invoiced
Depot - Syracuse • Ryan Schwochow
Created: Nov 14, 2025 • Closed: Jan 27, 2026
Completed with significant delays
Invoiced • 274 days old
🚨
Primary Delay 37.0 days stuck in "Incomplete"
⏱️
Total Delay 12.9 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Assigned
10.6d / 0.5d SLA
Incomplete
37.0d
L2 Screening
1.6d / 1.0d SLA
Completed
0.5d / 1.0d SLA
Closed
3.2d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1/27 TD- REPAIRED. DELIVERING BACK TO SITE TODAY.


01/09/2026 Emartin adding Q-00031149 to WO from case 00543989 sending to L2 for parts

11/14-RS; Submitting for quote - 00543989

🔧 Work Performed
Repaired pwr cord - repaired and pm'd 52097 hrs 5lpm @ 95%
🔍 Technician Findings
Found that the ground pin is broken off the pwr cord - needs new plus 1x - hr labor 1x - RPP030
⚠️ Problem Description
Q-00031149 Invacare - IRC5LX (B) Asset ID#: 13143888 S/N: 00C208279

Timeline

📞
Case Linked Sep 5, 10:45 AM
Case Number: 00524800
Subject: eBiotrack - New Work Order Created
Status: Closed
🚨 49.0 business days
📋
▶
3 Work Order Created Nov 14, 10:56 AM
Work Order Created → Status: Incomplete → 2x Parts Added
⚠️
Status: Incomplete by Ryan Schwochow
From: Assigned
To: Incomplete
Duration in Previous: 0m
🔩
2x Parts Added
Type: Parts, Labor
Status: Open
Qty: 1
🚨 37.0 business days
🔍
Status: L2 Screening by Erin Martin Jan 9, 2:22 PM
From: Incomplete
To: L2 Screening
Duration in Previous: 56d 3h
⏳ 2.0 business days
👷
Status: Assigned by Ryan Schwochow Jan 12, 1:55 PM
From: L2 Screening
To: Assigned
Duration in Previous: 2d 23h
🚨 11.0 business days
✔️
Status: Completed by Taylor Duda Jan 27, 1:09 PM
From: Assigned
To: Completed
Duration in Previous: 14d 23h
👷
▶
3 Status: Assigned Jan 27, 5:07 PM
Status: Assigned → Technician Assigned → Status: Closed
👷
Technician Assigned by Taylor Duda
Technician: Ryan Schwochow
🏁
Status: Closed by Taylor Duda
From: Assigned
To: Closed
Duration in Previous: 1m
⏳ 3.9 business days
📄
Status: Ready to Bill by Nancy Suarez Jan 30, 2:44 PM
From: Closed, Ready to Bill
To: Ready to Bill, Invoice Pending
Duration in Previous: 2d 21h, 0m
🧾
▶
2 Invoice Created Jan 30, 3:02 PM
Invoice Created → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 17m

Bottlenecks

L2 Screening
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 4.6 business hours
Assigned
Duration: 10.6 business days (threshold: 4.0 business hours)
Exceeded by 10.1 business days
Closed
Duration: 3.2 business days (threshold: 1.0 business days)
Exceeded by 2.2 business days

🔗 Related Artifacts

📞
Case 00524800
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P5
Type
Depot - Syracuse
Branch
N/A
Technician
Ryan Schwochow
Scheduled
N/A
Created
Nov 14, 10:56 AM
Invoice #
SM-252699

Work Details (2)

Name Type Status Qty Amount Date
WL-03007419 Parts Open 1 $15.50 Nov 14, 10:59 AM
WL-03007420 Labor Open 1 $119.00 Nov 14, 10:59 AM

Details