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WO-01318129 ↗ ServiceMax

SPECIALIST ONE DAY SURGERY • Repair • P5

📍 SPECIALIST ONE DAY SURGERY- PAIN — 6711 TOWPATH ROAD SUITE 165, EAST SYRACUSE NY, 13057

Dec 2, 2025 → Dec 3, 2025

✅ Completed
P5 5 business days from creation
Target: Dec 9, 2025
🕐 Clock stopped: Completed (Dec 3)
✓ SLA Met (5d early)
Dispatch 0.0d
Coordinators 2.1d
Field Work 0.2d
Billing 0.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
2.1 days
Field Work
0.2 days
Billing
0.0 days
Created: Dec 2, 2025 Due: Dec 9, 2025 Completed: Dec 3, 2025 (6 days early)
📅
2.0 days Total Age
⏱️
2.8d in Closed Longest Stage
🔄
9 transitions Status Changes
⚠️
1.8d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00547560
Zoll
Closed
Our Zoll machine needs to be serviced as soon as possible. The screen is all fuzzy. This is the only Zoll here on the premises. Information from ebt: Zoll Medical Corporation R SERIES DEFIBRILLATOR Asset ID: 13123227 SN: AF08C004228
Priority
Standard
Origin
Email
Reason
New Case
Contact
Amanda Costello
Owner
Sherry Reich
Created
Dec 1, 2025
Work Orders from this Case (1)
WO-01318129 (current) Invoiced
Repair • Darek Kirkpatrick
Created: Dec 2, 2025 • Closed: Dec 3, 2025
Completed with minor delays
Invoiced • 163 days old
🚨
Primary Delay 2.8 days stuck in "Closed"
⏱️
Total Delay 1.8 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
0.1d / 1.0d SLA
Assigned
0.1d / 0.5d SLA
Scheduled
1.9d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Completed
0.1d / 1.0d SLA
Closed
2.8d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
12/2 KSmith -- Scheduled for tomorrow with Amanda. 1-3pm

12/2 KSmith -- Sent email to schedule for tomorrow

🔧 Work Performed
COMFIRMED UNIT DISPLAY NOT WORKING. CALLED TECH SUPPORT AND STARTED A CASE FOR CUSTOMER TO SEND UNIT TO ZOLL FOR REPAIR AND RECEIVE A LOANER UNIT.
🔍 Technician Findings
UNIT DISPLAY NOT WORKING PROPERLY. SCREEN NOT LEGIBLE
⚠️ Problem Description
Our Zoll machine needs to be serviced as soon as possible. The screen is all fuzzy. This is the only Zoll here on the premises. Information from ebt: Zoll Medical Corporation R SERIES DEFIBRILLATOR Asset ID: 13123227 SN: AF08C004228 https://www.ebiotrack.com/workorder.php?wo=70050

Timeline

📞
Case Linked Dec 1, 9:30 AM
Case Number: 00547560
Subject: Zoll
Status: Closed
⏳ 2.0 business days
📋
▶
2 Work Order Created Dec 2, 9:53 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 1m
👷
▶
2 Status: Assigned Dec 2, 10:44 AM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Kourtney Smith
Technician: Darek Kirkpatrick
🗓️
▶
2 Status: Scheduled Dec 2, 11:49 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-12-03T19:00:00.000+0000
⏱️
▶
2 2x Labor Added Dec 3, 11:18 AM
2x Labor Added → Status: Tech On Site
🔧
Status: Tech On Site by Darek Kirkpatrick
From: Scheduled
To: Tech On Site
Duration in Previous: 23h 30m
⏱️
▶
2 3x Labor Added Dec 3, 12:21 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Darek Kirkpatrick
From: Tech On Site
To: Completed
Duration in Previous: 1h 3m
🏁
Status: Closed by Darek Kirkpatrick Dec 3, 12:58 PM
From: Completed
To: Closed
Duration in Previous: 34m
⏳ 3.0 business days
📄
▶
2 Status: Ready to Bill Dec 5, 2:29 PM
Status: Ready to Bill → Status: Invoice Pending
📨
Status: Invoice Pending by Diane Patton
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 4m
💰
Status: Invoiced by Diane Patton Dec 5, 2:35 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⚠️ 5.0 business days
🧾
Invoice Created Dec 11, 12:18 PM
Invoice Number: SM-248401

Bottlenecks

Closed
Duration: 2.8 business days (threshold: 1.0 business days)
Exceeded by 1.8 business days

🔗 Related Artifacts

📞
Case 00547560
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P5
Type
Repair
Branch
N/A
Technician
Darek Kirkpatrick
Scheduled
Dec 3, 2:00 PM
Created
Dec 2, 9:53 AM
Invoice #
SM-248401

Work Details (5)

Name Type Status Qty Amount Date
WL-03024829 Labor Open 0.41666666666667 $45.00 Dec 3, 11:18 AM
WL-03024830 Travel Open 16 - Dec 3, 11:18 AM
WL-03024881 Labor Open 1.0833333333333 $186.25 Dec 3, 12:21 PM
WL-03024882 Labor Open 0.33333333333333 $45.00 Dec 3, 12:22 PM
WL-03024883 Travel Open 6 - Dec 3, 12:22 PM

Details