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WO-01326494 ↗ ServiceMax

PLANNED PARENTHOOD OF CENTRAL AND WESTERN NEW YORK • Virtual Tech - Field Repair • P5

📍 UNIVERSITY AVE ROCHESTER PLANNED PARENTHOOD — 114 UNIVERSITY AVE, ROCHESTER NY, 14605

Dec 15, 2025 → Dec 18, 2025

✅ Completed
P5 5 business days from creation
Target: Dec 22, 2025
🕐 Clock stopped: Completed (Dec 18)
✓ SLA Met (3d early)
Dispatch 0.0d
Coordinators 4.4d
Field Work 1.4d
✓ SLA Met
Dispatch
0.0 days
Coordinators
4.4 days
Over SLA
Field Work
1.4 days
Over SLA
Created: Dec 15, 2025 Due: Dec 19, 2025 Completed: Dec 19, 2025 (on time)
📅
4.3 days Total Age
⏱️
4.0d in Scheduled Longest Stage
🔄
7 transitions Status Changes
⚠️
4.3d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00551461
L2 review
Closed
microscope asset 13049963 not able to see when in the high power
Priority
High
Origin
Phone
Reason
New Case
Contact
Paul Regoord
Owner
Virtual Tech
Created
Dec 12, 2025
Work Orders from this Case (1)
WO-01326494 (current) Invoiced
Virtual Tech - Field Repair • Erwin Forster
Created: Dec 15, 2025 • Closed: Dec 18, 2025
Completed with minor delays
Invoiced • 150 days old
🚨
Primary Delay 4.0 days stuck in "Scheduled"
⏱️
Total Delay 4.3 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
0.1d / 1.0d SLA
Assigned
0.3d / 0.5d SLA
Scheduled
4.0d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Completed
1.3d / 1.0d SLA
Closed
3.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/18/25 SReich - Change SO # to Omni and cancelling 2860977-22086-70353-wo.


12/15 KSmith -- Scheduled for Thursday with Paul. 11am-1pm

12/15 KSmith -- Sent email to schedule for Thursday

🔧 Work Performed
Cleaned all 4 lenses. Had staff test. Scope returned to service.
🔍 Technician Findings
40 power lens dark
⚠️ Problem Description
microscope asset 13049963 not able to see when in the high power https://www.ebiotrack.com/omnicor/workorder.php?wo=7038

Timeline

📞
Case Linked Dec 12, 4:40 PM
Case Number: 00551461
Subject: L2 review
Status: Closed
⏳ 1.9 business days
📋
▶
2 Work Order Created Dec 15, 7:59 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Wendy Argueta
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Technician Assigned Dec 15, 8:42 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 42m
🗓️
▶
2 Status: Scheduled Dec 15, 10:59 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-12-18T17:00:00.000+0000
⏳ 4.0 business days
📅
▶
2 Dispatch Scheduled Dec 18, 8:52 AM
Dispatch Scheduled → Status: Tech On Site
🔧
Status: Tech On Site by Erwin Forster
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 21h
✔️
Status: Completed by Erwin Forster Dec 18, 9:45 AM
From: Tech On Site
To: Completed
Duration in Previous: 53m
⏱️
3x Labor Added Dec 18, 8:31 PM
Type: Labor, Travel
Status: Open
Qty: 0.33333333333333, 0.91666666666667, 8
🏁
Status: Closed by Erwin Forster Dec 18, 9:38 PM
From: Completed
To: Closed
Duration in Previous: 11h 52m
⏳ 3.3 business days
📄
▶
2 Status: Ready to Bill Dec 23, 10:31 AM
Status: Ready to Bill → Invoice Created
🧾
Invoice Created
Invoice Number: SM-249808

Bottlenecks

Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Completed
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.6 business hours
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00551461
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P5
Type
Virtual Tech - Field Repair
Branch
N/A
Technician
Erwin Forster
Scheduled
Dec 18, 9:00 AM
Created
Dec 15, 7:59 AM
Invoice #
SM-249808

Work Details (3)

Name Type Status Qty Amount Date
WL-03042650 Labor Open 0.33333333333333 $149.00 Dec 18, 8:31 PM
WL-03042651 Labor Open 0.91666666666667 $149.00 Dec 18, 8:31 PM
WL-03042652 Travel Open 8 - Dec 18, 8:31 PM

Details