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WO-01318729 ↗ ServiceMax

ROSWELL PARK • Virtual Tech - Drop Shipment • PSM

📍 Southtowns Ears, Nose and Throat LLP — 3075 southwestern Blvd Suite 102, Orchard Park NY, 14127

Dec 4, 2025 → Mar 5, 2026

✅ Completed
PSM
SLA Clock
Last business day of December 2025 · Target: Dec 31, 2025
✗ SLA Missed
Active: 6 biz days
Paused: 55 biz days
🕐 Clock stopped: Completed (Mar 5, 2026)
▶ Clock Running
Status: Created
Dec 4 → Dec 4, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: L2 Screening
Dec 4 → Dec 5, 2025
1 business day (counted)
Running total: 1 of ? biz days used
⏸54d
⏸ Clock Paused
Status: Awaiting Parts
Dec 5 → Feb 25, 2026
54 business days (not counted)
▶ Clock Running
Status: L2 Review
Feb 25 → Feb 25, 2026
0 business days (counted)
Running total: 1 of ? biz days used
⏸ Clock Paused
Status: Awaiting Parts
Feb 25 → Feb 26, 2026
1 business day (not counted)
▶ Clock Running
Status: L2 Review
Feb 26 → Mar 5, 2026
5 business days (counted)
Running total: 6 of ? biz days used
▶ Clock Running
Status: Assigned
Mar 5 → Mar 5, 2026
0 business days (counted)
Running total: 6 of ? biz days used
▶ Clock Running
Status: Closed
Mar 5 → Mar 5, 2026
0 business days (counted)
Running total: 6 of ? biz days used
▶ Clock Running
Status: Assigned
Mar 5 → Mar 5, 2026
0 business days (counted)
Running total: 6 of ? biz days used
Created: Dec 4, 2025 Completed: Mar 5, 2026
Show SLA Clock Detail (9 periods)
Period Status Clock Biz Days Running Total
Dec 4 → Dec 4 Created ▶ Running 0 0
Dec 4 → Dec 5 L2 Screening ▶ Running 1 1
Dec 5 → Feb 25 Awaiting Parts ⏸ Paused 54 —
Feb 25 → Feb 25 L2 Review ▶ Running 0 1
Feb 25 → Feb 26 Awaiting Parts ⏸ Paused 1 —
Feb 26 → Mar 5 L2 Review ▶ Running 5 6
Mar 5 → Mar 5 Assigned ▶ Running 0 6
Mar 5 → Mar 5 Closed ▶ Running 0 6
Mar 5 → Mar 5 Assigned ▶ Running 0 6
Dispatch 2.0d
Material Management 56.4d
Coordinators 0.0d
Billing 0.0d
✗ SLA Missed
Dispatch
2.0 days
Over SLA
Material Management
56.4 days
Over SLA
Coordinators
0.0 days
Billing
0.0 days
Created: Dec 4, 2025 Due: Jan 5, 2026 Completed: Mar 5, 2026 (58 days late)
📅
62.0 days Total Age
⏱️
55.0d in Awaiting Parts Longest Stage
🔄
11 transitions Status Changes
⚠️
56.9d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

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Originating Case

Open in Salesforce →
🎫
Case #00548146
WO-01310307 - follow up quote
Closed
Q-00031365 PLEASE EMAIL A PART SALE QUOTE TO BOTH Angeline.Giordano@RoswellPark.org AND erika.dealmeida@roswellpark.org. TUTTNAUER - 2340 AUTOCLAVE - SN# 19081075 / ASSET# 13065813 NEEDS NEW DOOR GASKET NO FOLLOW UP VISIT NEEDED. OFFICE WILL INSTALL THEMSELVES IF APPROVED. Part number 02610118 QTY 1
Priority
Standard
Origin
Created From WO
Reason
New Case
Contact
Erika De Almeida
Owner
Shelby Robinson
Created
Dec 2, 2025
Work Orders from this Case (1)
WO-01318729 (current) Invoiced
Virtual Tech - Drop Shipment • Virtual Tech
Created: Dec 4, 2025 • Closed: Mar 5, 2026
Completed with significant delays
Invoiced • 252 days old
🚨
Primary Delay 55.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 56.9 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
L2 Screening
2.0d / 1.0d SLA
Awaiting Parts
56.4d / 3.0d SLA
L2 Review
6.1d
Closed
5.1d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Billing Review
0.0d / 2.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
parts ordered and shipped to site
🔍 Technician Findings
parts ordered and shipped to site
⚠️ Problem Description
Q-00031365 PLEASE EMAIL A PART SALE QUOTE TO BOTH Angeline.Giordano@RoswellPark.org AND erika.dealmeida@roswellpark.org. TUTTNAUER - 2340 AUTOCLAVE - SN# 19081075 / ASSET# 13065813 NEEDS NEW DOOR GASKET NO FOLLOW UP VISIT NEEDED. OFFICE WILL INSTALL THEMSELVES IF APPROVED. Part number 02610118 QTY 1

Timeline

📞
Case Linked Dec 2, 4:10 PM
Case Number: 00548146
Subject: WO-01310307 - follow up quote
Status: Closed
⏳ 3.0 business days
📋
▶
2 Work Order Created Dec 4, 11:12 AM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Shelby Robinson
From: Entered
To: L2 Screening
Duration in Previous: 0m
📦
▶
2 Parts Requested Dec 5, 9:45 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Wendy Argueta
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 22h 33m
🚨 52.0 business days
⏱️
Labor Added Feb 20, 10:10 AM
Type: Labor
Status: Open
Qty: 0.016666666666667
⏳ 4.0 business days
🔩
▶
2 2x Parts Added Feb 25, 3:21 PM
2x Parts Added → Status: L2 Review
👀
Status: L2 Review by Melissa Barrett
From: Awaiting Parts
To: L2 Review
Duration in Previous: 82d 5h
📦
▶
2 Parts Requested Feb 25, 3:51 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Gavin Poole
From: L2 Review
To: Awaiting Parts
Duration in Previous: 29m
🔩
▶
2 2x Parts Added Feb 26, 8:39 AM
2x Parts Added → Status: L2 Review
👀
Status: L2 Review by Melissa Barrett
From: Awaiting Parts
To: L2 Review
Duration in Previous: 16h 47m
⚠️ 6.0 business days
👷
▶
2 Technician Assigned Mar 5, 10:19 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Gavin Poole
From: L2 Review, Assigned
To: Assigned, Closed
Duration in Previous: 7d 1h, 0m
👷
▶
2 Status: Assigned Mar 5, 11:13 AM
Status: Assigned → Status: Completed
✔️
Status: Completed by Wendy Argueta
From: Assigned, Completed
To: Completed, Closed
Duration in Previous: 2m, 0m
⚠️ 5.0 business days
📄
▶
4 Status: Ready to Bill Mar 11, 9:37 AM
Status: Ready to Bill → Status: Ready to Bill → Status: Invoiced → Invoice Created
📄
Status: Ready to Bill by Diane Patton
From: Billing Review, Ready to Bill
To: Ready to Bill, Invoice Pending
Duration in Previous: 0m
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
🧾
Invoice Created
Invoice Number: SM-256133

Bottlenecks

L2 Screening
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 7.8 business hours
Awaiting Parts
Duration: 55.0 business days (threshold: 3.0 business days)
Exceeded by 52.0 business days
Closed
Duration: 5.0 business days (threshold: 1.0 business days)
Exceeded by 4.0 business days

🔗 Related Artifacts

📞
Case 00548146
Closed
📦
Parts Order 00086298
Closed
📦
Parts Order 00091090
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Virtual Tech - Drop Shipment
Branch
N/A
Technician
Virtual Tech
Scheduled
N/A
Created
Dec 4, 11:12 AM
Invoice #
SM-256133

Work Details (5)

Name Type Status Qty Amount Date
WL-03113582 Labor Open 0.016666666666667 $37.25 Feb 20, 10:10 AM
WL-03119779 Parts Open 1 $64.66 Feb 25, 3:21 PM
WL-03119780 Expenses Open 1 $21.76 Feb 25, 3:21 PM
WL-03120836 Parts Open 1 $64.66 Feb 26, 8:39 AM
WL-03120837 Expenses Open 1 $25.41 Feb 26, 8:39 AM

Details