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WO-01337822 ↗ ServiceMax

REVITALIZE CNY • Inspection • PSM

📍 REVITALIZE CNY — 516 E GENESEE ST, FAYETTEVILLE NY, 13066

Jan 14, 2026 → Mar 13, 2026

✅ Completed
PSM
SLA Clock
Last business day of January 2026 · Target: Jan 30, 2026
✗ SLA Missed (28 biz days late)
Active: 40 biz days
🕐 Clock stopped: Completed (Mar 13, 2026)
▶ Clock Running
Status: Created
Jan 14 → Jan 14, 2026
0 business days (counted)
Running total: 0 of ? biz days used
14d
▶ Clock Running
Status: Ready for Scheduling
Jan 14 → Feb 4, 2026
14 business days (counted)
Running total: 14 of ? biz days used
6d
▶ Clock Running
Status: Assigned
Feb 4 → Feb 12, 2026
6 business days (counted)
Running total: 20 of ? biz days used
20d
▶ Clock Running
Status: Scheduled
Feb 12 → Mar 13, 2026
20 business days (counted)
Running total: 40 of ? biz days used
▶ Clock Running
Status: Tech On Site
Mar 13 → Mar 13, 2026
0 business days (counted)
Running total: 40 of ? biz days used
Created: Jan 14, 2026 Completed: Mar 13, 2026
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Jan 14 → Jan 14 Created ▶ Running 0 0
Jan 14 → Feb 4 Ready for Scheduling ▶ Running 14 14
Feb 4 → Feb 12 Assigned ▶ Running 6 20
Feb 12 → Mar 13 Scheduled ▶ Running 20 40
Mar 13 → Mar 13 Tech On Site ▶ Running 0 40
Dispatch 0.0d
Coordinators 41.7d
Field Work 0.1d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
41.7 days
Over SLA
Field Work
0.1 days
Billing
0.0 days
Created: Jan 14, 2026 Due: Mar 31, 2026 Completed: Mar 13, 2026 (18 days early)
📅
40.7 days Total Age
⏱️
20.7d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
40.2d 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 #00558821
eBiotrack - Automated New Inspection Created. Waiting for response from account manager
Closed
Annual Equipment Calibration Service 1 PC https://www.ebiotrack.com/omnicor/inspection.php?iid=10493
Priority
Standard
Origin
Email
Reason
New Case
Contact
Theresa Setter
Owner
Kimberly Hardison
Created
Jan 14, 2026
Work Orders from this Case (1)
WO-01337822 (current) Invoiced
Inspection • Darek Kirkpatrick
Created: Jan 14, 2026 • Closed: Mar 13, 2026
Completed with significant delays
Invoiced • 214 days old
🚨
Primary Delay 20.7 days stuck in "Scheduled"
⏱️
Total Delay 40.2 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
14.7d / 1.0d SLA
Assigned
6.3d / 0.5d SLA
Scheduled
20.7d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
2/12 KSmith -- Scheduled for 3/13 with Theresa. 9-11am

2/11 KSmith -- Theresa wanted to schedule for March. Provided 3/13 as a scheduled date and am awaiting response

2/11 KSmith -- Followed up with Theresa to schedule for 3/13

2/9 KSmith -- Followed up with Theresa to schedule for 3/13

2/5 KSmith -- Theresa thought they were scheduled for April. Advised they are due in March and nothing is currently scheduled in April.

2/4 KSmith -- Sent email to schedule for 3/13

🔧 Work Performed
ANNUAL INSPECTION COMPLETED ON (1) AUTOCLAVE
🔍 Technician Findings
ANNUAL INSPECTION
⚠️ Problem Description
Annual Equipment Calibration Service 1 PC https://www.ebiotrack.com/omnicor/inspection.php?iid=10493

Timeline

📞
Case Linked Jan 14, 7:39 AM
Case Number: 00558821
Subject: eBiotrack - Automated New Inspection Created. Waiting for response from account manager
Status: Closed
📋
▶
2 Work Order Created Jan 14, 1:18 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered
To: Ready for Scheduling
Duration in Previous: 1m
🚨 15.0 business days
👷
▶
2 Technician Assigned Feb 4, 4:34 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 21d 3h
⚠️ 6.9 business days
🗓️
▶
2 Status: Scheduled Feb 12, 1:30 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-03-13T13:00:00.000+0000
🚨 21.0 business days
⏱️
▶
2 2x Labor Added Mar 13, 8:50 AM
2x Labor Added → Status: Tech On Site
🔧
Status: Tech On Site by Darek Kirkpatrick
From: Scheduled
To: Tech On Site
Duration in Previous: 28d 18h
✔️
▶
3 Status: Completed Mar 13, 9:30 AM
Status: Completed → Labor Added → Status: Closed
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 0.66666666666667
🏁
Status: Closed by Darek Kirkpatrick
From: Completed
To: Closed
Duration in Previous: 2m
⏳ 3.0 business days
📄
▶
3 Status: Ready to Bill Mar 17, 1:23 PM
Status: Ready to Bill → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
🧾
Invoice Created
Invoice Number: SM-256721

Bottlenecks

Ready for Scheduling
Duration: 14.7 business days (threshold: 1.0 business days)
Exceeded by 13.7 business days
Assigned
Duration: 6.3 business days (threshold: 4.0 business hours)
Exceeded by 5.8 business days
Scheduled
Duration: 20.7 business days (threshold: 2.0 business days)
Exceeded by 18.7 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00558821
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
N/A
Technician
Darek Kirkpatrick
Scheduled
Mar 13, 9:00 AM
Created
Jan 14, 1:18 PM
Invoice #
SM-256721

Work Details (3)

Name Type Status Qty Amount Date
WL-03142886 Labor Open 0.25 $90.00 Mar 13, 8:50 AM
WL-03142887 Travel Open 5 - Mar 13, 8:50 AM
WL-03142939 Labor Open 0.66666666666667 $135.00 Mar 13, 9:31 AM

Details