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WO-01328767 ↗ ServiceMax

AUBURN SENIOR SERVICES • Depot - Syracuse • PSM

📍 AUBURN SENIOR SERVICES — 3 ST ANTHONY STREET, AUBURN NY, 13021

Jan 2, 2026 → Apr 28, 2026

✅ Completed
PSM
SLA Clock
Last business day of January 2026 · Target: Jan 30, 2026
✗ SLA Missed (60 biz days late)
Active: 80 biz days
🕐 Clock stopped: Completed (Apr 28, 2026)
▶ Clock Running
Status: Created
Jan 2 → Jan 2, 2026
0 business days (counted)
Running total: 0 of ? biz days used
52d
▶ Clock Running
Status: Assigned
Jan 2 → Mar 19, 2026
52 business days (counted)
Running total: 52 of ? biz days used
▶ Clock Running
Status: Completed
Mar 19 → Mar 19, 2026
0 business days (counted)
Running total: 52 of ? biz days used
23d
▶ Clock Running
Status: Incomplete
Mar 19 → Apr 21, 2026
23 business days (counted)
Running total: 75 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Apr 21 → Apr 21, 2026
0 business days (counted)
Running total: 75 of ? biz days used
▶ Clock Running
Status: Assigned
Apr 21 → Apr 21, 2026
0 business days (counted)
Running total: 75 of ? biz days used
▶ Clock Running
Status: Scheduled
Apr 21 → Apr 28, 2026
5 business days (counted)
Running total: 80 of ? biz days used
▶ Clock Running
Status: Tech On Site
Apr 28 → Apr 28, 2026
0 business days (counted)
Running total: 80 of ? biz days used
Created: Jan 2, 2026 Completed: Apr 28, 2026
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Jan 2 → Jan 2 Created ▶ Running 0 0
Jan 2 → Mar 19 Assigned ▶ Running 52 52
Mar 19 → Mar 19 Completed ▶ Running 0 52
Mar 19 → Apr 21 Incomplete ▶ Running 23 75
Apr 21 → Apr 21 Ready for Scheduling ▶ Running 0 75
Apr 21 → Apr 21 Assigned ▶ Running 0 75
Apr 21 → Apr 28 Scheduled ▶ Running 5 80
Apr 28 → Apr 28 Tech On Site ▶ Running 0 80
Dispatch 0.0d
Coordinators 59.0d
Field Work 1.0d
Incomplete 23.8d (excluded)
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
59.0 days
Over SLA
Field Work
1.0 days
Over SLA
Incomplete (excluded from total)
23.8 days
Billing
0.0 days
Created: Jan 2, 2026 Due: Feb 3, 2026 Completed: Apr 29, 2026 (84 days late)
📅
81.4 days Total Age
⏱️
52.9d in Assigned Longest Stage
🔄
10 transitions Status Changes
⚠️
59.9d 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 #00553271
Broken concentrators
Closed
Deliver/Pickup Concentrators that are broken Repair 13082964 doesn’t turn run when turned on 13082738 alarms after 5 min 12985790 alarms after 5 min 12985786 give no air pressure 13082960 gives no air pressure 12995364 not working properly 12985778 keep beeping 12985783 alarm keeps going off https://www.ebiotrack.com/omnicor/workorder.php?wo=7051
Priority
High
Origin
Email
Reason
New Case
Contact
Amanda Storrs
Owner
Kimberly Hardison
Created
Dec 19, 2025
Work Orders from this Case (9)
WO-01328756 Invoiced
Delivery • Taylor Duda
Created: Jan 2, 2026 • Closed: Jan 27, 2026
WO-01328757 Invoiced
Depot - Syracuse • Ryan Schwochow
Created: Jan 2, 2026 • Closed: Jul 31, 2026
WO-01328758 Invoiced
Depot - Syracuse • Ryan Schwochow
Created: Jan 2, 2026 • Closed: May 29, 2026
WO-01328760 Invoiced
Depot - Syracuse • Ryan Schwochow
Created: Jan 2, 2026 • Closed: May 29, 2026
WO-01328762 Invoiced
Depot - Syracuse • Ryan Schwochow
Created: Jan 2, 2026 • Closed: Apr 28, 2026
WO-01328763 Invoiced
Depot - Syracuse • Ryan Schwochow
Created: Jan 2, 2026 • Closed: Apr 21, 2026
WO-01328764 Invoiced
Depot - Syracuse • Ryan Schwochow
Created: Jan 2, 2026 • Closed: Apr 28, 2026
WO-01328765 Invoiced
Depot - Syracuse • Ryan Schwochow
Created: Jan 2, 2026 • Closed: Jul 23, 2026
WO-01328767 (current) Invoiced
Depot - Syracuse • Taylor Duda
Created: Jan 2, 2026 • Closed: Apr 28, 2026
Completed with significant delays
Invoiced • 223 days old
🚨
Primary Delay 52.9 days stuck in "Assigned"
⏱️
Total Delay 59.9 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
Assigned
52.9d / 0.5d SLA
Incomplete
23.8d
Ready for Scheduling
0.6d / 1.0d SLA
Scheduled
5.5d / 2.0d SLA
Tech On Site
0.0d / 1.0d SLA
Completed
1.0d / 1.0d SLA
Closed
5.9d / 1.0d SLA
Billing Review
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

TD- Will deliver to site before or on 4/28.

04/21/2026 Emartin updated Q-00033723 from case 00586246 placed into RFS

4/14-RS; Quoted - 00586246

3/31 TD- Cannot locate quote.

TD 3/19 - Submitted follow up to quote for repair. Ready to go once approved.

🔧 Work Performed
cleaned unit. unit is running at 94% 4/28 DELIVERED TO SITE
🔍 Technician Findings
unit very dusty/dirty 39680 hours
⚠️ Problem Description
Concentrators that are broken Repair 12985783 alarm keeps going off https://www.ebiotrack.com/omnicor/workorder.php?wo=7050

Timeline

📞
Case Linked Dec 19, 4:19 PM
Case Number: 00553271
Subject: Broken concentrators
Status: Closed
⚠️ 9.0 business days
📋
▶
3 Work Order Created Jan 2, 11:38 AM
Work Order Created → Technician Assigned → Status: Assigned
👷
Technician Assigned by Kimberly Hardison
Technician: a0h8Y00000Jzl1WQAR, Ryan Schwochow
👷
Status: Assigned by Kimberly Hardison
From: Entered
To: Assigned
Duration in Previous: 1m
🚨 53.0 business days
✔️
Status: Completed by Taylor Duda Mar 19, 1:20 PM
From: Assigned, Completed
To: Completed, Incomplete
Duration in Previous: 76d 0h, 0m
🚨 24.0 business days
📅
Status: Ready for Scheduling by Erin Martin Apr 21, 11:11 AM
From: Incomplete
To: Ready for Scheduling
Duration in Previous: 32d 21h
👷
▶
3 Status: Assigned Apr 21, 3:48 PM
Status: Assigned → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kourtney Smith
Technician: Taylor Duda
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-04-28T12:00:00.000+0000
⚠️ 6.0 business days
🚗
2x Travel Added Apr 28, 1:22 PM
Type: Travel
Status: Open
Qty: 25, 30
🔧
▶
2 Status: Tech On Site Apr 28, 3:14 PM
Status: Tech On Site → Status: Completed
✔️
Status: Completed by Taylor Duda
From: Tech On Site
To: Completed
Duration in Previous: 4m
⏱️
▶
2 3x Labor Added Apr 28, 11:33 PM
3x Labor Added → Status: Closed
🏁
Status: Closed by Taylor Duda
From: Completed
To: Closed
Duration in Previous: 8h 15m
⏳ 3.1 business days
💵
▶
2 Status: Billing Review May 1, 12:48 PM
Status: Billing Review → Status: Closed
🏁
Status: Closed by Diane Patton
From: Billing Review
To: Closed
Duration in Previous: 3m
⏳ 3.0 business days
📄
▶
2 Status: Ready to Bill May 5, 5:01 PM
Status: Ready to Bill → Invoice Created
🧾
Invoice Created
Invoice Number: SM-261067

Bottlenecks

Assigned
Duration: 52.9 business days (threshold: 4.0 business hours)
Exceeded by 52.4 business days
Scheduled
Duration: 5.5 business days (threshold: 2.0 business days)
Exceeded by 3.5 business days
Completed
Duration: 1.0 business days (threshold: 1.0 business days)
Exceeded by 0.3 business hours
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Closed
Duration: 2.9 business days (threshold: 1.0 business days)
Exceeded by 1.9 business days

🔗 Related Artifacts

📞
Case 00553271
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Depot - Syracuse
Branch
N/A
Technician
Taylor Duda
Scheduled
Apr 28, 8:00 AM
Created
Jan 2, 11:38 AM
Invoice #
SM-261067

Work Details (5)

Name Type Status Qty Amount Date
WL-03203658 Travel Open 25 $0.00 Apr 28, 1:22 PM
WL-03203659 Travel Open 30 $0.00 Apr 28, 1:22 PM
WL-03204822 Labor Open 1 $119.00 Apr 28, 11:33 PM
WL-03204823 Labor Open 0.25 $0.00 Apr 28, 11:33 PM
WL-03204824 Labor Open 1 $0.00 Apr 28, 11:33 PM

Details