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WO-01317725 ↗ ServiceMax

ITHACA UROLOGY • Calibration • PSM

📍 ITHACA UROLOGY — 1301 TRUMANSBURG RD, SUITE L, ITHACA NY, 14850

Dec 1, 2025 → Feb 6, 2026

✅ Completed
PSM
SLA Clock
Last business day of December 2025 · Target: Dec 31, 2025
✗ SLA Missed (24 biz days late)
Active: 46 biz days
🕐 Clock stopped: Completed (Feb 6, 2026)
▶ Clock Running
Status: Created
Dec 1 → Dec 1, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Dec 1 → Dec 3, 2025
2 business days (counted)
Running total: 2 of ? biz days used
11d
▶ Clock Running
Status: Assigned
Dec 3 → Dec 18, 2025
11 business days (counted)
Running total: 13 of ? biz days used
31d
▶ Clock Running
Status: Scheduled
Dec 18 → Feb 4, 2026
31 business days (counted)
Running total: 44 of ? biz days used
▶ Clock Running
Status: Entered
Feb 4 → Feb 4, 2026
0 business days (counted)
Running total: 44 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 4 → Feb 4, 2026
0 business days (counted)
Running total: 44 of ? biz days used
▶ Clock Running
Status: Scheduled
Feb 4 → Feb 6, 2026
2 business days (counted)
Running total: 46 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 6 → Feb 6, 2026
0 business days (counted)
Running total: 46 of ? biz days used
Created: Dec 1, 2025 Completed: Feb 6, 2026
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Dec 1 → Dec 1 Created ▶ Running 0 0
Dec 1 → Dec 3 Ready for Scheduling ▶ Running 2 2
Dec 3 → Dec 18 Assigned ▶ Running 11 13
Dec 18 → Feb 4 Scheduled ▶ Running 31 44
Feb 4 → Feb 4 Entered ▶ Running 0 44
Feb 4 → Feb 4 Assigned ▶ Running 0 44
Feb 4 → Feb 6 Scheduled ▶ Running 2 46
Feb 6 → Feb 6 Tech On Site ▶ Running 0 46
Dispatch 0.0d
Coordinators 49.4d
Field Work 0.5d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
49.4 days
Over SLA
Field Work
0.5 days
Created: Dec 1, 2025 Due: Feb 27, 2026 Completed: Feb 6, 2026 (21 days early)
📅
46.5 days Total Age
⏱️
32.0d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
46.3d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00547385
eBiotrack - Automated New Inspection Created
Closed
Annual Equipment Calibration Service Equipment: 1 https://www.ebiotrack.com/omnicor/inspection.php?iid=10373
Priority
Standard
Origin
Email
Reason
New Case
Contact
Tammy .
Owner
Shelby Robinson
Created
Nov 29, 2025
Work Orders from this Case (1)
WO-01317725 (current) Invoiced
Calibration • Taylor Duda
Created: Dec 1, 2025 • Closed: Feb 6, 2026
Completed with significant delays
Invoiced • 255 days old
🚨
Primary Delay 32.0 days stuck in "Scheduled"
⏱️
Total Delay 46.3 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
2.5d / 1.0d SLA
Assigned
11.9d / 0.5d SLA
Scheduled
35.0d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Completed
0.4d / 1.0d SLA
Closed
3.4d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/22/26 RBerry- Updated due date based on notes that customer stated this is not due until February. Removed delay code.


2/4 KSmith -- Site called and needed to reschedule due to their patient load. Rescheduled for Friday with Tammy. 12pm-2pm

2/4 KSmith -- Sent email to Tammy that arrival time has changed to 1-3pm

12/18 KSmith -- Tammy said they are not due until February. Scheduled for 2/4 with Tammy per her request. 9-11am Ithacaurologyclinicalstaff@gmail.com

12/15 KSmith -- Sent email to schedule for 1/9

12/10 KSmith -- Sent email to schedule for 1/9

12/8 KSmith -- Sent email to schedule for 1/9

12/3 KSmith -- Sent email to schedule for 1/9

🔧 Work Performed
SEMI ANNUAL INSPECTION (1) AUTOCLAVE. REPLACED PM KIT
🔍 Technician Findings
SEMI ANNUAL INSPECTION
⚠️ Problem Description
Annual Equipment Calibration Service Equipment: 1 https://www.ebiotrack.com/omnicor/inspection.php?iid=10373

Timeline

📞
Case Linked Nov 29, 7:39 AM
Case Number: 00547385
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
⏳ 1.0 business days
📋
▶
2 Work Order Created Dec 1, 2:39 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Shelby Robinson
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
⏳ 3.0 business days
👷
▶
2 Technician Assigned Dec 3, 12:09 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1d 21h
🚨 12.0 business days
👷
▶
3 Technician Assigned Dec 18, 10:34 AM
Technician Assigned → Status: Scheduled → Dispatch Scheduled
🗓️
Status: Scheduled by Kourtney Smith
From: Assigned
To: Scheduled
Duration in Previous: 14d 22h
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-02-04T14:30:00.000+0000
🚨 32.0 business days
🆕
▶
3 Status: Entered Feb 4, 8:20 AM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kourtney Smith
Technician: Taylor Duda
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-02-04T19:00:00.000+0000
📅
Dispatch Scheduled by Kourtney Smith Feb 4, 9:13 AM
Scheduled For: 2026-02-06T17:00:00.000+0000
⏳ 3.0 business days
🔧
▶
2 Status: Tech On Site Feb 6, 11:30 AM
Status: Tech On Site → 3x Labor Added
⏱️
3x Labor Added
Type: Labor, Travel
Status: Open
Qty: 1.25, 41, 42
🔩
Parts Added Feb 6, 11:46 AM
Type: Parts
Status: Open
Qty: 1
⏱️
▶
2 2x Labor Added Feb 6, 12:25 PM
2x Labor Added → Status: Completed
✔️
Status: Completed by Taylor Duda
From: Tech On Site
To: Completed
Duration in Previous: 1h 0m
🏁
Status: Closed by Taylor Duda Feb 6, 3:35 PM
From: Completed
To: Closed
Duration in Previous: 3h 5m
⏳ 4.0 business days
📄
Status: Ready to Bill by Diane Patton Feb 11, 9:23 AM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 4d 17h, 0m
⚠️ 7.0 business days
🧾
Invoice Created Feb 22, 10:47 PM
Invoice Number: SM-253557

Bottlenecks

Ready for Scheduling
Duration: 2.5 business days (threshold: 1.0 business days)
Exceeded by 1.5 business days
Assigned
Duration: 11.9 business days (threshold: 4.0 business hours)
Exceeded by 11.4 business days
Scheduled
Duration: 32.0 business days (threshold: 2.0 business days)
Exceeded by 30.0 business days
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Closed
Duration: 3.4 business days (threshold: 1.0 business days)
Exceeded by 2.4 business days

🔗 Related Artifacts

📞
Case 00547385
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Calibration
Branch
N/A
Technician
Taylor Duda
Scheduled
Feb 6, 12:00 PM
Created
Dec 1, 2:39 PM
Invoice #
SM-253557

Work Details (6)

Name Type Status Qty Amount Date
WL-03095166 Labor Open 1.25 $45.00 Feb 6, 11:32 AM
WL-03095167 Travel Open 41 - Feb 6, 11:32 AM
WL-03095168 Travel Open 42 - Feb 6, 11:32 AM
WL-03095198 Parts Open 1 $324.00 Feb 6, 11:46 AM
WL-03095243 Labor Open 1 $135.00 Feb 6, 12:25 PM
WL-03095244 Labor Open 1.25 $0.00 Feb 6, 12:25 PM

Details