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WO-01337320 ↗ ServiceMax

KENDAL AT ITHACA • Inspection • PSM

📍 KENDAL AT ITHACA — 2230 N TRIPHAMMER ROAD, ITHACA NY, 14850

Jan 12, 2026 → Apr 9, 2026

✅ Completed
PSM
SLA Clock
Last business day of January 2026 · Target: Jan 30, 2026
✗ SLA Missed (47 biz days late)
Active: 61 biz days
🕐 Clock stopped: Completed (Apr 9, 2026)
▶ Clock Running
Status: Created
Jan 12 → Jan 12, 2026
0 business days (counted)
Running total: 0 of ? biz days used
27d
▶ Clock Running
Status: Ready for Scheduling
Jan 12 → Feb 20, 2026
27 business days (counted)
Running total: 27 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 20 → Feb 23, 2026
1 business day (counted)
Running total: 28 of ? biz days used
17d
▶ Clock Running
Status: Scheduled
Feb 23 → Mar 18, 2026
17 business days (counted)
Running total: 45 of ? biz days used
▶ Clock Running
Status: Entered
Mar 18 → Mar 18, 2026
0 business days (counted)
Running total: 45 of ? biz days used
▶ Clock Running
Status: Assigned
Mar 18 → Mar 18, 2026
0 business days (counted)
Running total: 45 of ? biz days used
14d
▶ Clock Running
Status: Scheduled
Mar 18 → Apr 7, 2026
14 business days (counted)
Running total: 59 of ? biz days used
▶ Clock Running
Status: Tech On Site
Apr 7 → Apr 7, 2026
0 business days (counted)
Running total: 59 of ? biz days used
▶ Clock Running
Status: Tech Off Site
Apr 7 → Apr 8, 2026
1 business day (counted)
Running total: 60 of ? biz days used
▶ Clock Running
Status: Tech On Site
Apr 8 → Apr 8, 2026
0 business days (counted)
Running total: 60 of ? biz days used
▶ Clock Running
Status: Tech Off Site
Apr 8 → Apr 9, 2026
1 business day (counted)
Running total: 61 of ? biz days used
▶ Clock Running
Status: Tech On Site
Apr 9 → Apr 9, 2026
0 business days (counted)
Running total: 61 of ? biz days used
Created: Jan 12, 2026 Completed: Apr 9, 2026
Show SLA Clock Detail (12 periods)
Period Status Clock Biz Days Running Total
Jan 12 → Jan 12 Created ▶ Running 0 0
Jan 12 → Feb 20 Ready for Scheduling ▶ Running 27 27
Feb 20 → Feb 23 Assigned ▶ Running 1 28
Feb 23 → Mar 18 Scheduled ▶ Running 17 45
Mar 18 → Mar 18 Entered ▶ Running 0 45
Mar 18 → Mar 18 Assigned ▶ Running 0 45
Mar 18 → Apr 7 Scheduled ▶ Running 14 59
Apr 7 → Apr 7 Tech On Site ▶ Running 0 59
Apr 7 → Apr 8 Tech Off Site ▶ Running 1 60
Apr 8 → Apr 8 Tech On Site ▶ Running 0 60
Apr 8 → Apr 9 Tech Off Site ▶ Running 1 61
Apr 9 → Apr 9 Tech On Site ▶ Running 0 61
Dispatch 0.0d
Coordinators 62.5d
Field Work 5.4d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
62.5 days
Over SLA
Field Work
5.4 days
Billing
0.0 days
Created: Jan 12, 2026 Due: Apr 12, 2026 Completed: Apr 9, 2026 (3 days early)
📅
61.8 days Total Age
⏱️
27.8d in Ready for Scheduling Longest Stage
🔄
13 transitions Status Changes
⚠️
57.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
15 lines Work Details
🚩
3 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
3 On-Site Visits
3 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Taylor Duda — scheduling delays attributed to technician, not coordinators
Visit 1 Apr 7, 2026
Visit 2 Apr 8, 2026
Visit 3 Apr 9, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00557904
eBiotrack - Automated New Inspection Created
Closed
Annual Equipment Calibration Service https://www.ebiotrack.com/omnicor/inspection.php?iid=10487
Priority
Standard
Origin
Email
Reason
New Case
Contact
Derek Peppin
Owner
Erin Martin
Created
Jan 12, 2026
Work Orders from this Case (1)
WO-01337320 (current) Invoiced
Inspection • Taylor Duda
Created: Jan 12, 2026 • Closed: Apr 9, 2026
Completed with significant delays
Invoiced • 216 days old
🚨
Primary Delay 27.8 days stuck in "Ready for Scheduling"
⏱️
Total Delay 57.6 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
27.8d / 1.0d SLA
Assigned
1.7d / 0.5d SLA
Scheduled
33.0d / 2.0d SLA
Tech On Site
2.4d / 1.0d SLA
Tech Off Site
3.0d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.6d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
2/23 KSmith -- Derek requested the week of 4/6. Scheduled for 4/7-4/9. 9-11am

2/23 KSmith -- Sent email to schedule for 3/31-4/2

2/20 KSmith -- Sent email to schedule for 3/31-4/2

🔧 Work Performed
SEMI ANNUAL INSPECTION
🔍 Technician Findings
SEMI ANNUAL INSPECTION
⚠️ Problem Description
Annual Equipment Calibration Service https://www.ebiotrack.com/omnicor/inspection.php?iid=10487

Timeline

📞
Case Linked Jan 12, 7:39 AM
Case Number: 00557904
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Jan 12, 12:38 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Erin Martin
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
🚨 28.0 business days
👷
▶
2 Technician Assigned Feb 20, 1:25 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 39d 0h
⏳ 2.0 business days
🗓️
▶
2 Status: Scheduled Feb 23, 9:53 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-04-07T13:30:00.000+0000
🚨 18.0 business days
🆕
▶
3 Status: Entered Mar 18, 11:34 AM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kourtney Smith
Technician: Taylor Duda
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-04-07T12:00:00.000+0000
🚨 15.0 business days
🔧
▶
2 Status: Tech On Site Apr 7, 8:16 AM
Status: Tech On Site → 3x Labor Added
⏱️
3x Labor Added
Type: Labor, Travel
Status: Open
Qty: 1, 40
⏱️
2x Labor Added Apr 7, 4:03 PM
Type: Labor
Status: Open
Qty: 8, 1
🚗
Status: Tech Off Site by Taylor Duda Apr 7, 4:15 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 7h 59m
🔧
Status: Tech On Site by Taylor Duda Apr 8, 9:30 AM
From: Tech Off Site
To: Tech On Site
Duration in Previous: 17h 14m
⏱️
3x Labor Added Apr 8, 10:33 AM
Type: Labor, Travel
Status: Open
Qty: 1, 40
⏱️
2x Labor Added Apr 8, 3:16 PM
Type: Labor
Status: Open
Qty: 6, 1
🚗
Status: Tech Off Site by Taylor Duda Apr 8, 3:34 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 6h 3m
🔧
▶
2 Status: Tech On Site Apr 9, 10:15 AM
Status: Tech On Site → 3x Labor Added
⏱️
3x Labor Added
Type: Labor, Travel
Status: Open
Qty: 0.75, 25, 40
⏱️
2x Labor Added Apr 9, 2:33 PM
Type: Labor
Status: Open
Qty: 4.75, 1
✔️
Status: Completed by Taylor Duda Apr 9, 3:01 PM
From: Tech On Site
To: Completed
Duration in Previous: 4h 45m
🏁
Status: Closed by Taylor Duda Apr 9, 3:17 PM
From: Completed
To: Closed
Duration in Previous: 16m
📄
▶
2 Status: Ready to Bill Apr 10, 11:21 AM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
⏳ 2.0 business days
🧾
Invoice Created Apr 13, 9:27 AM
Invoice Number: SM-258982

Bottlenecks

Ready for Scheduling
Duration: 27.8 business days (threshold: 1.0 business days)
Exceeded by 26.8 business days
Assigned
Duration: 1.7 business days (threshold: 4.0 business hours)
Exceeded by 1.2 business days
Scheduled
Duration: 18.0 business days (threshold: 2.0 business days)
Exceeded by 16.0 business days
Scheduled
Duration: 15.0 business days (threshold: 2.0 business days)
Exceeded by 13.0 business days
Closed
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 4.7 business hours

🔗 Related Artifacts

📞
Case 00557904
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
N/A
Technician
Taylor Duda
Scheduled
Apr 7, 8:00 AM
Created
Jan 12, 12:38 PM
Invoice #
SM-258982

Work Details (15)

Name Type Status Qty Amount Date
WL-03175546 Labor Open 1 $0.00 Apr 7, 8:17 AM
WL-03175547 Travel Open 40 - Apr 7, 8:17 AM
WL-03175548 Travel Open 40 - Apr 7, 8:17 AM
WL-03176345 Labor Open 8 $0.00 Apr 7, 4:03 PM
WL-03176346 Labor Open 1 $0.00 Apr 7, 4:03 PM
WL-03177412 Labor Open 1 $0.00 Apr 8, 10:33 AM
WL-03177413 Travel Open 40 - Apr 8, 10:33 AM
WL-03177414 Travel Open 40 - Apr 8, 10:33 AM
WL-03177984 Labor Open 6 $0.00 Apr 8, 3:16 PM
WL-03177985 Labor Open 1 $0.00 Apr 8, 3:16 PM
WL-03179296 Labor Open 0.75 $0.00 Apr 9, 10:16 AM
WL-03179297 Travel Open 25 - Apr 9, 10:16 AM
WL-03179298 Travel Open 40 - Apr 9, 10:16 AM
WL-03179845 Labor Open 4.75 $6,083.80 Apr 9, 2:33 PM
WL-03179846 Labor Open 1 $0.00 Apr 9, 2:33 PM

Details