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WO-01338244 ↗ ServiceMax

Ithaca Piercing & Tattoo • Inspection • PSM

📍 Ithaca Piercing & Tattoo — 120 SOUTH CAYUGA ST, ITHACA NY, 14850

Jan 16, 2026 → Mar 18, 2026

✅ Completed
PSM
SLA Clock
Last business day of January 2026 · Target: Jan 30, 2026
✗ SLA Missed (31 biz days late)
Active: 41 biz days
🕐 Clock stopped: Completed (Mar 18, 2026)
▶ Clock Running
Status: Created
Jan 16 → Jan 16, 2026
0 business days (counted)
Running total: 0 of ? biz days used
4d
▶ Clock Running
Status: Ready for Scheduling
Jan 16 → Jan 23, 2026
4 business days (counted)
Running total: 4 of ? biz days used
▶ Clock Running
Status: Assigned
Jan 23 → Jan 23, 2026
0 business days (counted)
Running total: 4 of ? biz days used
20d
▶ Clock Running
Status: Scheduled
Jan 23 → Feb 23, 2026
20 business days (counted)
Running total: 24 of ? biz days used
▶ Clock Running
Status: Entered
Feb 23 → Feb 23, 2026
0 business days (counted)
Running total: 24 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 23 → Feb 23, 2026
0 business days (counted)
Running total: 24 of ? biz days used
9d
▶ Clock Running
Status: Scheduled
Feb 23 → Mar 6, 2026
9 business days (counted)
Running total: 33 of ? biz days used
▶ Clock Running
Status: Tech On Site
Mar 6 → Mar 6, 2026
0 business days (counted)
Running total: 33 of ? biz days used
▶ Clock Running
Status: Reschedule
Mar 6 → Mar 6, 2026
0 business days (counted)
Running total: 33 of ? biz days used
8d
▶ Clock Running
Status: Scheduled
Mar 6 → Mar 18, 2026
8 business days (counted)
Running total: 41 of ? biz days used
Created: Jan 16, 2026 Completed: Mar 18, 2026
Show SLA Clock Detail (10 periods)
Period Status Clock Biz Days Running Total
Jan 16 → Jan 16 Created ▶ Running 0 0
Jan 16 → Jan 23 Ready for Scheduling ▶ Running 4 4
Jan 23 → Jan 23 Assigned ▶ Running 0 4
Jan 23 → Feb 23 Scheduled ▶ Running 20 24
Feb 23 → Feb 23 Entered ▶ Running 0 24
Feb 23 → Feb 23 Assigned ▶ Running 0 24
Feb 23 → Mar 6 Scheduled ▶ Running 9 33
Mar 6 → Mar 6 Tech On Site ▶ Running 0 33
Mar 6 → Mar 6 Reschedule ▶ Running 0 33
Mar 6 → Mar 18 Scheduled ▶ Running 8 41
Dispatch 0.0d
Coordinators 44.3d
Field Work 0.2d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
44.3 days
Over SLA
Field Work
0.2 days
Created: Jan 16, 2026 Due: Mar 16, 2026 Completed: Mar 18, 2026 (1 days late)
📅
42.0 days Total Age
⏱️
20.3d in Scheduled Longest Stage
🔄
10 transitions Status Changes
⚠️
38.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
7 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits (1 reschedule)
2 on-site visits — follow-up trip required
👤 Self-scheduled by Bernard Thompson — scheduling delays attributed to technician, not coordinators
Visit 1 Mar 6, 2026
Visit 2 Mar 18, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00559673
eBiotrack - Automated New Inspection Created
Closed
Inspection: Annual Equipment Calibration Service 2 pieces https://www.ebiotrack.com/omnicor/inspection.php?iid=10499
Priority
Standard
Origin
Email
Reason
New Case
Contact
Duane Gentz
Owner
Leona Coonrod
Created
Jan 16, 2026
Work Orders from this Case (1)
WO-01338244 (current) Invoiced
Inspection • Bernard Thompson
Created: Jan 16, 2026 • Closed: Mar 18, 2026
Completed with significant delays
Invoiced • 212 days old
🚨
Primary Delay 20.3 days stuck in "Scheduled"
⏱️
Total Delay 38.0 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
5.0d / 1.0d SLA
Assigned
0.4d / 0.5d SLA
Scheduled
38.9d / 2.0d SLA
Tech On Site
0.2d / 1.0d SLA
Reschedule
0.1d / 2.0d SLA
Completed
0.1d / 1.0d SLA
Closed
2.1d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
3/6 KSmith -- Rescheduled for 3/19 with site. 12pm-2pm

3/6 KSmith -- FSE arrived onsite as scheduled but no one was onsite to let technician inside. Sent email to reschedule for 3/19.

1/23 KSmith -- Scheduled for 3/6 with POC> 8-10am

1/23 KSmith -- Sent email to schedule for 3/6

🔧 Work Performed
Semi- annual inspection on 2 autoclaves
🔍 Technician Findings
Semi- annual inspection.
⚠️ Problem Description
Inspection: Annual Equipment Calibration Service 2 pieces https://www.ebiotrack.com/omnicor/inspection.php?iid=10499

Timeline

📞
Case Linked Jan 16, 7:39 AM
Case Number: 00559673
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Jan 16, 11:14 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Leona Coonrod
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
⚠️ 5.0 business days
👷
▶
2 Technician Assigned Jan 23, 1:58 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 7d 2h
🗓️
▶
2 Status: Scheduled Jan 23, 4:54 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-03-06T13:00:00.000+0000
🚨 20.9 business days
🆕
▶
3 Status: Entered Feb 23, 1:48 PM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kourtney Smith
Technician: Bernard Thompson
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-03-06T14:00:00.000+0000
⚠️ 9.0 business days
📅
Dispatch Scheduled by Kourtney Smith Mar 5, 8:37 AM
Scheduled For: 2026-03-06T14:30:00.000+0000
⏳ 2.0 business days
🔧
Status: Tech On Site by Bernard Thompson Mar 6, 8:50 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 10d 19h
⏱️
3x Labor Added Mar 6, 9:26 AM
Type: Labor, Travel
Status: Open
Qty: 2, 0.75, 81
🔄
Status: Reschedule by Kourtney Smith Mar 6, 10:05 AM
From: Tech On Site
To: Reschedule
Duration in Previous: 1h 14m
🗓️
▶
2 Status: Scheduled Mar 6, 10:37 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-03-19T16:00:00.000+0000
⚠️ 9.0 business days
🔩
Parts Added Mar 18, 4:47 PM
Type: Parts
Status: Open
Qty: 2
✔️
Status: Completed by Bernard Thompson Mar 18, 6:21 PM
From: Scheduled
To: Completed
Duration in Previous: 12d 6h
⏱️
▶
2 3x Labor Added Mar 18, 6:50 PM
3x Labor Added → Status: Closed
🏁
Status: Closed by Bernard Thompson
From: Completed
To: Closed
Duration in Previous: 29m
⏳ 2.6 business days
📄
Status: Ready to Bill by Diane Patton Mar 20, 2:15 PM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 1d 19h, 0m
🧾
Invoice Created Mar 20, 5:49 PM
Invoice Number: SM-257184

Bottlenecks

Ready for Scheduling
Duration: 5.0 business days (threshold: 1.0 business days)
Exceeded by 4.0 business days
Scheduled
Duration: 20.3 business days (threshold: 2.0 business days)
Exceeded by 18.3 business days
Scheduled
Duration: 9.6 business days (threshold: 2.0 business days)
Exceeded by 7.6 business days
Scheduled
Duration: 9.0 business days (threshold: 2.0 business days)
Exceeded by 7.0 business days
Closed
Duration: 2.1 business days (threshold: 1.0 business days)
Exceeded by 1.1 business days

🔗 Related Artifacts

📞
Case 00559673
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
N/A
Technician
Bernard Thompson
Scheduled
Mar 19, 12:00 PM
Created
Jan 16, 11:14 AM
Invoice #
SM-257184

Work Details (7)

Name Type Status Qty Amount Date
WL-03133104 Labor Open 2 $0.00 Mar 6, 9:26 AM
WL-03133105 Labor Open 0.75 $0.00 Mar 6, 9:26 AM
WL-03133106 Travel Open 81 - Mar 6, 9:26 AM
WL-03149910 Parts Open 2 $594.00 Mar 18, 4:47 PM
WL-03150113 Labor Open 2 $425.00 Mar 18, 6:50 PM
WL-03150114 Labor Open 1.9166666666667 $0.00 Mar 18, 6:50 PM
WL-03150115 Travel Open 81 - Mar 18, 6:50 PM

Details