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WO-01338911 ↗ ServiceMax

Cornell Scott - Hill Health Center Conneticut • Virtual Tech - Field Repair • P3

📍 Cornell Scott - Wilmot — 122 Wilmot Road, New Haven CT, 06515

Jan 21, 2026 → Mar 2, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Jan 26, 2026
✗ SLA Missed (9 biz days late)
Active: 12 biz days
Paused: 16 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Mar 3, 2026)
SLA Target
▶ Clock Running
Status: Created
Jan 21 → Jan 21, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 21 → Jan 21, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Assigned
Jan 21 → Jan 21, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
9d
▶ Clock Running
Status: Scheduled
Jan 21 → Feb 3, 2026
9 business days (counted)
Running total: 9 of 3 biz days used
▶ Clock Running
Status: Completed
Feb 3 → Feb 3, 2026
0 business days (counted)
Running total: 9 of 3 biz days used
▶ Clock Running
Status: Incomplete
Feb 3 → Feb 3, 2026
0 business days (counted)
Running total: 9 of 3 biz days used
⏸16d
⏸ Clock Paused
Status: Awaiting Parts
Feb 3 → Feb 26, 2026
16 business days (not counted)
▶ Clock Running
Status: Reschedule
Feb 26 → Feb 26, 2026
0 business days (counted)
Running total: 9 of 3 biz days used
▶ Clock Running
Status: Scheduled
Feb 26 → Feb 26, 2026
0 business days (counted)
Running total: 9 of 3 biz days used
▶ Clock Running
Status: Entered
Feb 26 → Feb 26, 2026
0 business days (counted)
Running total: 9 of 3 biz days used
▶ Clock Running
Status: Assigned
Feb 26 → Feb 26, 2026
0 business days (counted)
Running total: 9 of 3 biz days used
2d
▶ Clock Running
Status: Scheduled
Feb 26 → Mar 2, 2026
2 business days (counted)
Running total: 11 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Mar 2 → Mar 3, 2026
1 business day (counted)
Running total: 12 of 3 biz days used
Created: Jan 21, 2026 Completed: Mar 3, 2026
Business Days Used 12 / 3
0 3d budget +9d over
Show SLA Clock Detail (13 periods)
Period Status Clock Biz Days Running Total
Jan 21 → Jan 21 Created ▶ Running 0 0 / 3
Jan 21 → Jan 21 Ready for Scheduling ▶ Running 0 0 / 3
Jan 21 → Jan 21 Assigned ▶ Running 0 0 / 3
Jan 21 → Feb 3 Scheduled ▶ Running 9 9 / 3
Feb 3 → Feb 3 Completed ▶ Running 0 9 / 3
Feb 3 → Feb 3 Incomplete ▶ Running 0 9 / 3
Feb 3 → Feb 26 Awaiting Parts ⏸ Paused 16 —
Feb 26 → Feb 26 Reschedule ▶ Running 0 9 / 3
Feb 26 → Feb 26 Scheduled ▶ Running 0 9 / 3
Feb 26 → Feb 26 Entered ▶ Running 0 9 / 3
Feb 26 → Feb 26 Assigned ▶ Running 0 9 / 3
Feb 26 → Mar 2 Scheduled ▶ Running 2 11 / 3
Mar 2 → Mar 3 Tech On Site ▶ Running 1 12 / 3
Dispatch 0.0d
Material Management 17.0d
Coordinators 12.6d
Field Work 0.5d
Incomplete 1.0d (excluded)
✗ SLA Missed
Dispatch
0.0 days
Material Management
17.0 days
Over SLA
Coordinators
12.6 days
Over SLA
Field Work
0.5 days
Incomplete (excluded from total)
1.0 days
Created: Jan 21, 2026 Due: Mar 2, 2026 Completed: Mar 3, 2026 (on time)
📅
28.0 days Total Age
⏱️
17.0d in Awaiting Parts Longest Stage
🔄
11 transitions Status Changes
⚠️
23.8d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
10 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 Mohamed Shareed — scheduling delays attributed to technician, not coordinators
Visit 1 Feb 2, 2026
Visit 2 Mar 2, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00560836
Asset ID: 13326592
Closed
Troubleshoot Light on microscope not working. Model: Unico - G380 LED Model Type: Microscope Asset ID: 13326592 Site: Cornell Scott - Hill Health Center Conneticut - Cornell Scott - Wilmot Department: Clinic Depreciation Start Date: Physical Location: POC Room Dirty Depreciation Term: yrs Serial #: N/A
Priority
Standard
Origin
Email
Reason
New Case
Contact
Lindsey Abbotts
Owner
Derek Reynolds
Created
Jan 21, 2026
Work Orders from this Case (1)
WO-01338911 (current) Invoiced
Virtual Tech - Field Repair • Mohamed Shareed
Created: Jan 21, 2026 • Closed: Mar 2, 2026
Completed with significant delays
Invoiced • 204 days old
🚨
Primary Delay 17.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 23.8 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
0.0d / 1.0d SLA
Assigned
0.1d / 0.5d SLA
Scheduled
12.2d / 2.0d SLA
Incomplete
1.0d
Awaiting Parts
17.0d / 3.0d SLA
Reschedule
0.2d / 2.0d SLA
Tech On Site
0.5d / 1.0d SLA
Closed
3.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/27/26 RBerry- Updated due date based on parts. Removed delay code.



2/26 KSmith -- Scheduled for 3/2 with Lindsey. 1-3pm

2/26 KSmith -- Sent email to schedule for Monday (MS)

02/23/2026 JShoemaker: Ship date is 02/19 – no tracking number yet. Will continue to follow up.

02/19/2026 KFricke - Vendor states today is the ESD, but it's still in ordered status near the end of the day. Will update as soon as we receive notification.

02/12/2026  JShoemaker : Ordered to Technician Trunk

02/06/2026 JShoemaker : Address addition still pending.

1/23 KSmith -- Lindsey rescheduled for February 2nd, due to the snow storm coming next week. Rescheduled for 2/2. 9-11am

1/21 KSmith -- Scheduled for Monday with Lindsey. 12pm-2pm

1/21 KSmith -- Sent email to schedule for Monday

🔧 Work Performed
Inspected ac cord and fuse,both were fine.Light bulb needs to be replaced.(Halogen 6V20W,G4) Part number B6-7006 03/02/2026 MShareed- Replaced microscope blub. tested with no faults.
🔍 Technician Findings
Light not turning on.
⚠️ Problem Description
Troubleshoot Light on microscope not working. Model: Unico - G380 LED Model Type: Microscope Asset ID: 13326592 Site: Cornell Scott - Hill Health Center Conneticut - Cornell Scott - Wilmot Department: Clinic Depreciation Start Date: Physical Location: POC Room Dirty Depreciation Term: yrs Serial #: N/A https://www.ebiotrack.com/workorder.php?wo=71046

Timeline

📞
▶
3 Case Linked Jan 21, 10:05 AM
Case Linked → Work Order Created → Status: Ready for Scheduling
📋
Work Order Created
Work Order: WO-01338911
Type: Virtual Tech - Field Repair
Priority: P3
📅
Status: Ready for Scheduling by Derek Reynolds
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Status: Assigned Jan 21, 10:25 AM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Kourtney Smith
Technician: a0h8Y00000JjDuVQAV, Edward Arias
🗓️
▶
2 Status: Scheduled Jan 21, 11:21 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-01-26T18:00:00.000+0000
⏳ 2.0 business days
📅
Dispatch Scheduled by Kourtney Smith Jan 22, 1:57 PM
Scheduled For: 2026-01-26T20:00:00.000+0000
📅
Dispatch Scheduled by Kourtney Smith Jan 23, 9:39 AM
Scheduled For: 2026-02-02T15:00:00.000+0000
⚠️ 7.0 business days
⏱️
3x Labor Added Feb 2, 8:24 PM
Type: Labor, Travel
Status: Open
Qty: 2.25, 0.75, 82
✔️
Status: Completed by Edward Arias Feb 2, 8:31 PM
From: Scheduled, Completed
To: Completed, Incomplete
Duration in Previous: 12d 9h, 0m
📦
▶
2 Parts Requested Feb 3, 9:34 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Wendy Argueta
From: Incomplete
To: Awaiting Parts
Duration in Previous: 13h 2m
🚨 17.0 business days
🔩
▶
2 2x Parts Added Feb 26, 8:51 AM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Melissa Barrett
From: Awaiting Parts
To: Reschedule
Duration in Previous: 22d 23h
📅
▶
2 Dispatch Scheduled Feb 26, 10:15 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kourtney Smith
From: Reschedule
To: Scheduled
Duration in Previous: 1h 24m
🆕
▶
3 Status: Entered Feb 26, 1:35 PM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kourtney Smith
Technician: Mohamed Shareed
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-03-02T20:00:00.000+0000
⏳ 3.0 business days
🔧
Status: Tech On Site by Mohamed Shareed Mar 2, 3:35 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 1h
⏱️
▶
2 5x Labor Added Mar 2, 7:12 PM
5x Labor Added → Status: Completed
✔️
Status: Completed by Mohamed Shareed
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 3h 38m, 0m
⏳ 3.6 business days
📄
Status: Ready to Bill by Diane Patton Mar 5, 10:24 AM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 2d 15h, 0m
🚨 24.0 business days
🧾
Invoice Created Apr 7, 11:02 AM
Invoice Number: SM-255660

Bottlenecks

Scheduled
Duration: 9.1 business days (threshold: 2.0 business days)
Exceeded by 7.1 business days
Awaiting Parts
Duration: 17.0 business days (threshold: 3.0 business days)
Exceeded by 14.0 business days
Scheduled
Duration: 2.7 business days (threshold: 2.0 business days)
Exceeded by 5.4 business hours
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00560836
Closed
📦
Parts Order 00089567
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
N/A
Technician
Mohamed Shareed
Scheduled
Mar 2, 3:00 PM
Created
Jan 21, 10:07 AM
Invoice #
SM-255660

Work Details (10)

Name Type Status Qty Amount Date
WL-03088771 Labor Open 2.25 $267.75 Feb 2, 8:24 PM
WL-03088772 Labor Open 0.75 $89.25 Feb 2, 8:24 PM
WL-03088773 Travel Open 82 - Feb 2, 8:24 PM
WL-03120845 Parts Open 1 $37.72 Feb 26, 8:51 AM
WL-03120846 Expenses Open 1 $15.86 Feb 26, 8:51 AM
WL-03126952 Labor Open 1 $0.00 Mar 2, 7:12 PM
WL-03126953 Labor Open 0.75 $89.25 Mar 2, 7:12 PM
WL-03126954 Labor Open 1.75 $208.25 Mar 2, 7:12 PM
WL-03126955 Travel Open 21 - Mar 2, 7:12 PM
WL-03126956 Travel Open 67 - Mar 2, 7:12 PM

Details