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WO-01337323 ↗ ServiceMax

AUBURN SENIOR SERVICES • Calibration • PSM

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

Jan 12, 2026 → Mar 5, 2026

✅ Completed
PSM
SLA Clock
Last business day of January 2026 · Target: Jan 30, 2026
✗ SLA Missed (22 biz days late)
Active: 36 biz days
🕐 Clock stopped: Completed (Mar 5, 2026)
▶ Clock Running
Status: Created
Jan 12 → Jan 12, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 12 → Jan 13, 2026
1 business day (counted)
Running total: 1 of ? biz days used
▶ Clock Running
Status: Assigned
Jan 13 → Jan 13, 2026
0 business days (counted)
Running total: 1 of ? biz days used
31d
▶ Clock Running
Status: Scheduled
Jan 13 → Feb 27, 2026
31 business days (counted)
Running total: 32 of ? biz days used
▶ Clock Running
Status: Entered
Feb 27 → Feb 27, 2026
0 business days (counted)
Running total: 32 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 27 → Feb 27, 2026
0 business days (counted)
Running total: 32 of ? biz days used
▶ Clock Running
Status: Scheduled
Feb 27 → Mar 3, 2026
2 business days (counted)
Running total: 34 of ? biz days used
▶ Clock Running
Status: Tech On Site
Mar 3 → Mar 3, 2026
0 business days (counted)
Running total: 34 of ? biz days used
▶ Clock Running
Status: Tech Off Site
Mar 3 → Mar 4, 2026
1 business day (counted)
Running total: 35 of ? biz days used
▶ Clock Running
Status: Tech On Site
Mar 4 → Mar 4, 2026
0 business days (counted)
Running total: 35 of ? biz days used
▶ Clock Running
Status: Tech Off Site
Mar 4 → Mar 5, 2026
1 business day (counted)
Running total: 36 of ? biz days used
▶ Clock Running
Status: Tech On Site
Mar 5 → Mar 5, 2026
0 business days (counted)
Running total: 36 of ? biz days used
Created: Jan 12, 2026 Completed: Mar 5, 2026
Show SLA Clock Detail (12 periods)
Period Status Clock Biz Days Running Total
Jan 12 → Jan 12 Created ▶ Running 0 0
Jan 12 → Jan 13 Ready for Scheduling ▶ Running 1 1
Jan 13 → Jan 13 Assigned ▶ Running 0 1
Jan 13 → Feb 27 Scheduled ▶ Running 31 32
Feb 27 → Feb 27 Entered ▶ Running 0 32
Feb 27 → Feb 27 Assigned ▶ Running 0 32
Feb 27 → Mar 3 Scheduled ▶ Running 2 34
Mar 3 → Mar 3 Tech On Site ▶ Running 0 34
Mar 3 → Mar 4 Tech Off Site ▶ Running 1 35
Mar 4 → Mar 4 Tech On Site ▶ Running 0 35
Mar 4 → Mar 5 Tech Off Site ▶ Running 1 36
Mar 5 → Mar 5 Tech On Site ▶ Running 0 36
Dispatch 0.0d
Coordinators 36.8d
Field Work 5.0d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
36.8 days
Over SLA
Field Work
5.0 days
Billing
0.0 days
Created: Jan 12, 2026 Due: Mar 31, 2026 Completed: Mar 5, 2026 (26 days early)
📅
36.8 days Total Age
⏱️
32.0d in Scheduled Longest Stage
🔄
13 transitions Status Changes
⚠️
35.9d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
19 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 Bernard Thompson — scheduling delays attributed to technician, not coordinators
Visit 1 Mar 3, 2026
Visit 2 Mar 4, 2026
Visit 3 Mar 5, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00557900
eBiotrack - Automated New Inspection Created
Closed
Annual Equipment Calibration Service Equipment: 178 https://www.ebiotrack.com/omnicor/inspection.php?iid=10483
Priority
Standard
Origin
Email
Reason
New Case
Contact
Ken Conklin
Owner
Shelby Robinson
Created
Jan 12, 2026
Work Orders from this Case (1)
WO-01337323 (current) Invoiced
Calibration • Bernard Thompson
Created: Jan 12, 2026 • Closed: Mar 5, 2026
Completed with significant delays
Invoiced • 216 days old
🚨
Primary Delay 32.0 days stuck in "Scheduled"
⏱️
Total Delay 35.9 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
Ready for Scheduling
1.8d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
35.0d / 2.0d SLA
Tech On Site
1.5d / 1.0d SLA
Tech Off Site
3.2d / 2.0d SLA
Completed
0.3d / 1.0d SLA
Closed
5.1d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/27 KSmith -- Advised Kenneth new arrival time is 10am-12pm.

1/13 KSmith -- Scheduled for 3/3-3/4 with Kenneth. 8-10am

1/13 KSmith -- Sent email to schedule for 3/3-3/4

🔧 Work Performed
Semi-Annual inspection/calibration completed.. Replaced filters as needed.
🔍 Technician Findings
Semi-Annual inspection.
⚠️ Problem Description
Annual Equipment Calibration Service Equipment: 178 https://www.ebiotrack.com/omnicor/inspection.php?iid=10483

Timeline

📞
Case Linked Jan 12, 7:39 AM
Case Number: 00557900
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Jan 12, 12:40 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Shelby Robinson
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Technician Assigned Jan 13, 10:38 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 21h 57m
🗓️
▶
2 Status: Scheduled Jan 13, 10:48 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-03-03T13:00:00.000+0000
🚨 32.0 business days
🆕
▶
3 Status: Entered Feb 27, 10:14 AM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kourtney Smith
Technician: Bernard Thompson
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-03-03T14:30:00.000+0000
📅
Dispatch Scheduled by Kourtney Smith Feb 27, 10:33 AM
Scheduled For: 2026-03-03T16:30:00.000+0000
⏳ 3.0 business days
🔧
Status: Tech On Site by Bernard Thompson Mar 3, 1:11 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 2h
🚗
Status: Tech Off Site by Bernard Thompson Mar 3, 2:23 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 1h 11m
🔧
Status: Tech On Site by Bernard Thompson Mar 4, 9:11 AM
From: Tech Off Site
To: Tech On Site
Duration in Previous: 18h 47m
⏱️
4x Labor Added Mar 4, 9:24 AM
Type: Labor
Status: Open
Qty: 1.5, 1.75
⏱️
▶
2 2x Labor Added Mar 4, 1:50 PM
2x Labor Added → Status: Tech Off Site
🚗
Status: Tech Off Site by Bernard Thompson
From: Tech On Site
To: Tech Off Site
Duration in Previous: 4h 41m
🔧
Status: Tech On Site by Bernard Thompson Mar 5, 9:37 AM
From: Tech Off Site
To: Tech On Site
Duration in Previous: 19h 45m
🔩
11x Parts Added Mar 5, 9:58 AM
Type: Parts, Labor, Travel, Expenses
Status: Open
Qty: 40, 26, 2.25, 89, 80, 1
⏱️
▶
2 2x Labor Added Mar 5, 3:59 PM
2x Labor Added → Status: Completed
✔️
Status: Completed by Bernard Thompson
From: Tech On Site
To: Completed
Duration in Previous: 6h 25m
🏁
Status: Closed by Bernard Thompson Mar 5, 6:15 PM
From: Completed
To: Closed
Duration in Previous: 2h 11m
⚠️ 5.7 business days
📄
▶
2 Status: Ready to Bill Mar 12, 9:25 AM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
🚨 28.0 business days
🧾
Invoice Created Apr 20, 9:18 AM
Invoice Number: SM-256267

Bottlenecks

Ready for Scheduling
Duration: 1.8 business days (threshold: 1.0 business days)
Exceeded by 6.3 business hours
Scheduled
Duration: 32.0 business days (threshold: 2.0 business days)
Exceeded by 30.0 business days
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Closed
Duration: 5.1 business days (threshold: 1.0 business days)
Exceeded by 4.1 business days

🔗 Related Artifacts

📞
Case 00557900
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Calibration
Branch
N/A
Technician
Bernard Thompson
Scheduled
Mar 3, 11:30 AM
Created
Jan 12, 12:40 PM
Invoice #
SM-256267

Work Details (19)

Name Type Status Qty Amount Date
WL-03129278 Labor Open 1.5 $0.00 Mar 4, 9:24 AM
WL-03129279 Labor Open 1 $0.00 Mar 4, 9:24 AM
WL-03129280 Labor Open 1.75 $0.00 Mar 4, 9:24 AM
WL-03129281 Labor Open 1.75 $0.00 Mar 4, 9:24 AM
WL-03129825 Labor Open 5 $0.00 Mar 4, 1:50 PM
WL-03129826 Labor Open 1.75 $0.00 Mar 4, 1:50 PM
WL-03131229 Parts Open 40 $100.00 Mar 5, 9:58 AM
WL-03131230 Parts Open 26 $65.00 Mar 5, 9:58 AM
WL-03131231 Parts Open 6 $30.36 Mar 5, 9:58 AM
WL-03131232 Labor Open 2.25 $0.00 Mar 5, 9:58 AM
WL-03131233 Travel Open 89 - Mar 5, 9:58 AM
WL-03131234 Travel Open 80 - Mar 5, 9:58 AM
WL-03131235 Travel Open 80 - Mar 5, 9:58 AM
WL-03131236 Travel Open 80 - Mar 5, 9:58 AM
WL-03131237 Travel Open 80 - Mar 5, 9:58 AM
WL-03131238 Travel Open 80 - Mar 5, 9:58 AM
WL-03131239 Expenses Open 1 $0.00 Mar 5, 9:58 AM
WL-03132004 Labor Open 6.6666666666667 $0.00 Mar 5, 3:59 PM
WL-03132005 Labor Open 1.8333333333333 $0.00 Mar 5, 3:59 PM

Details