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WO-01338424 ↗ ServiceMax

Dr Lawrence B Marks DDS • Calibration • PSM

📍 DR MARKS — 1 OXFORD ROAD, NEW HARTFORD NY, 13413

Jan 19, 2026 → Mar 3, 2026

✅ Completed
PSM
SLA Clock
Last business day of January 2026 · Target: Jan 30, 2026
✗ SLA Missed (20 biz days late)
Active: 30 biz days
🕐 Clock stopped: Completed (Mar 3, 2026)
▶ Clock Running
Status: Created
Jan 19 → Jan 19, 2026
0 business days (counted)
Running total: 0 of ? biz days used
12d
▶ Clock Running
Status: Ready for Scheduling
Jan 19 → Feb 4, 2026
12 business days (counted)
Running total: 12 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 4 → Feb 5, 2026
1 business day (counted)
Running total: 13 of ? biz days used
15d
▶ Clock Running
Status: Scheduled
Feb 5 → Feb 27, 2026
15 business days (counted)
Running total: 28 of ? biz days used
▶ Clock Running
Status: Entered
Feb 27 → Feb 27, 2026
0 business days (counted)
Running total: 28 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 27 → Feb 27, 2026
0 business days (counted)
Running total: 28 of ? biz days used
▶ Clock Running
Status: Scheduled
Feb 27 → Feb 27, 2026
0 business days (counted)
Running total: 28 of ? biz days used
▶ Clock Running
Status: Entered
Feb 27 → Feb 27, 2026
0 business days (counted)
Running total: 28 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 27 → Feb 27, 2026
0 business days (counted)
Running total: 28 of ? biz days used
2d
▶ Clock Running
Status: Scheduled
Feb 27 → Mar 3, 2026
2 business days (counted)
Running total: 30 of ? biz days used
▶ Clock Running
Status: Tech On Site
Mar 3 → Mar 3, 2026
0 business days (counted)
Running total: 30 of ? biz days used
Created: Jan 19, 2026 Completed: Mar 3, 2026
Show SLA Clock Detail (11 periods)
Period Status Clock Biz Days Running Total
Jan 19 → Jan 19 Created ▶ Running 0 0
Jan 19 → Feb 4 Ready for Scheduling ▶ Running 12 12
Feb 4 → Feb 5 Assigned ▶ Running 1 13
Feb 5 → Feb 27 Scheduled ▶ Running 15 28
Feb 27 → Feb 27 Entered ▶ Running 0 28
Feb 27 → Feb 27 Assigned ▶ Running 0 28
Feb 27 → Feb 27 Scheduled ▶ Running 0 28
Feb 27 → Feb 27 Entered ▶ Running 0 28
Feb 27 → Feb 27 Assigned ▶ Running 0 28
Feb 27 → Mar 3 Scheduled ▶ Running 2 30
Mar 3 → Mar 3 Tech On Site ▶ Running 0 30
Coordinators 32.4d
Field Work 0.5d
Billing 0.0d
✗ SLA Missed
Coordinators
32.4 days
Over SLA
Field Work
0.5 days
Billing
0.0 days
Created: Jan 19, 2026 Due: Mar 31, 2026 Completed: Mar 3, 2026 (28 days early)
📅
30.0 days Total Age
⏱️
16.0d in Scheduled Longest Stage
🔄
10 transitions Status Changes
⚠️
30.5d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
4 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00560073
eBiotrack - Automated New Inspection Created
Closed
Annual Equipment Calibration Service Equipment: 7 https://www.ebiotrack.com/omnicor/inspection.php?iid=10507
Priority
Standard
Origin
Email
Reason
New Case
Contact
Carolyn Platt
Owner
Shelby Robinson
Created
Jan 19, 2026
Work Orders from this Case (1)
WO-01338424 (current) Invoiced
Calibration • Bernard Thompson
Created: Jan 19, 2026 • Closed: Mar 3, 2026
Completed with significant delays
Invoiced • 209 days old
🚨
Primary Delay 16.0 days stuck in "Scheduled"
⏱️
Total Delay 30.5 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
12.0d / 1.0d SLA
Assigned
1.3d / 0.5d SLA
Scheduled
19.0d / 2.0d SLA
Tech On Site
0.5d / 1.0d SLA
Closed
4.7d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
2/5 KSmith -- Scheduled for 3/3 with Carolyn. 9-11am

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

🔧 Work Performed
Semi- Annual inspection & Calibration Service completed.
🔍 Technician Findings
Semi- Annual inspection.
⚠️ Problem Description
Annual Equipment Calibration Service Equipment: 7 https://www.ebiotrack.com/omnicor/inspection.php?iid=10507

Timeline

📞
Case Linked Jan 19, 7:39 AM
Case Number: 00560073
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Jan 19, 10:04 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Shelby Robinson
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
🚨 12.0 business days
👷
▶
2 Technician Assigned Feb 4, 4:20 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 16d 6h
🗓️
▶
2 Status: Scheduled Feb 5, 8:19 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-03-03T14:00:00.000+0000
🚨 16.0 business days
🆕
▶
4 Status: Entered Feb 27, 10:15 AM
Status: Entered → Technician Assigned → Status: Scheduled → Dispatch Scheduled
👷
Technician Assigned by Kourtney Smith
Technician: Taylor Duda
🗓️
Status: Scheduled by Kourtney Smith
From: Assigned
To: Scheduled
Duration in Previous: 0m
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-03-03T13:00:00.000+0000
🆕
▶
3 Status: Entered Feb 27, 10:32 AM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kourtney Smith
Technician: Bernard Thompson
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-03-03T14:00:00.000+0000
⏳ 3.0 business days
🔧
Status: Tech On Site by Bernard Thompson Mar 3, 9:28 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 3d 22h
🔩
3x Parts Added Mar 3, 10:17 AM
Type: Parts, Labor, Travel
Status: Open
Qty: 2, 0.75, 45
⏱️
Labor Added Mar 3, 11:14 AM
Type: Labor
Status: Open
Qty: 2
✔️
Status: Completed by Bernard Thompson Mar 3, 1:32 PM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 4h 4m, 0m
⚠️ 5.0 business days
📄
▶
3 Status: Ready to Bill Mar 9, 10:28 AM
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-255942

Bottlenecks

Ready for Scheduling
Duration: 12.0 business days (threshold: 1.0 business days)
Exceeded by 11.0 business days
Assigned
Duration: 1.3 business days (threshold: 4.0 business hours)
Exceeded by 6.7 business hours
Scheduled
Duration: 16.0 business days (threshold: 2.0 business days)
Exceeded by 14.0 business days
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Closed
Duration: 4.7 business days (threshold: 1.0 business days)
Exceeded by 3.7 business days

🔗 Related Artifacts

📞
Case 00560073
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Calibration
Branch
N/A
Technician
Bernard Thompson
Scheduled
Mar 3, 9:00 AM
Created
Jan 19, 10:04 AM
Invoice #
SM-255942

Work Details (4)

Name Type Status Qty Amount Date
WL-03127561 Parts Open 2 $648.00 Mar 3, 10:17 AM
WL-03127562 Labor Open 0.75 $149.00 Mar 3, 10:17 AM
WL-03127563 Travel Open 45 - Mar 3, 10:17 AM
WL-03127636 Labor Open 2 $1,215.00 Mar 3, 11:14 AM

Details