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WO-01340669 ↗ ServiceMax

NORA Allentown - Northhampton • Preventive Maintenance • PSM

📍 NORA Allentown - Northhampton — 100 Snowhill ROAD, Northampton PA, 18067

Jan 29, 2026 → May 11, 2026

✅ Completed
PSM
SLA Clock
Last business day of January 2026 · Target: Jan 30, 2026
✗ SLA Missed (69 biz days late)
Active: 71 biz days
🕐 Clock stopped: Invoiced (May 11, 2026)
▶ Clock Running
Status: Created
Jan 29 → Jan 29, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 29 → Jan 29, 2026
0 business days (counted)
Running total: 0 of ? biz days used
61d
▶ Clock Running
Status: Assigned
Jan 29 → Apr 27, 2026
61 business days (counted)
Running total: 61 of ? biz days used
10d
▶ Clock Running
Status: Scheduled
Apr 27 → May 11, 2026
10 business days (counted)
Running total: 71 of ? biz days used
▶ Clock Running
Status: Tech On Site
May 11 → May 11, 2026
0 business days (counted)
Running total: 71 of ? biz days used
Created: Jan 29, 2026 Invoiced: May 11, 2026
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Jan 29 → Jan 29 Created ▶ Running 0 0
Jan 29 → Jan 29 Ready for Scheduling ▶ Running 0 0
Jan 29 → Apr 27 Assigned ▶ Running 61 61
Apr 27 → May 11 Scheduled ▶ Running 10 71
May 11 → May 11 Tech On Site ▶ Running 0 71
Dispatch 0.0d
Coordinators 72.6d
Field Work 1.3d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
72.6 days
Over SLA
Field Work
1.3 days
Over SLA
Billing
0.0 days
Created: Jan 29, 2026 Due: May 29, 2026 Completed: May 11, 2026 (18 days early)
📅
72.0 days Total Age
⏱️
61.9d in Assigned Longest Stage
🔄
8 transitions Status Changes
⚠️
71.3d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
10 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00563210
eBiotrack - Automated New Inspection Created
Closed
Semi-Annual Electrical Safety Test And Calibration Service # of pieces: 1 https://www.ebiotrack.com/inspection.php?iid=32757
Priority
Standard
Origin
Email
Reason
New Case
Contact
Rich Nadeau
Owner
Erin Martin
Created
Jan 29, 2026
Work Orders from this Case (1)
WO-01340669 (current) Invoiced
Preventive Maintenance • Chris Galasso
Created: Jan 29, 2026 • Closed: May 11, 2026
Completed with significant delays
Invoiced • 199 days old
🚨
Primary Delay 61.9 days stuck in "Assigned"
⏱️
Total Delay 71.3 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
0.1d / 1.0d SLA
Assigned
61.9d / 0.5d SLA
Scheduled
10.5d / 2.0d SLA
Tech On Site
1.3d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Billing Review
0.0d / 2.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

*4 locations - see billing POC by account: Rich Nadeau

5/4 MOwens Rich called back and said next Mon. 5/11 works to schedule the PM visit for this location.

5/4 MOwens Called to speak to Rich. Left a vm for him to call back to reschedule the visit to next week.

4/28/26 RBerry- Per chatter from Lauren Oberg update due date to end of May


4/27 MOwens Called and spoke to Rich Nadeau. He said it was better to schedule the PM visit for this location in the morning. He requested 5/5 for the visit. Arrival time between 10-11am.

4/16 MOwens Sent email to Rich offering dates during the week of 4/27 for the PM service visit.

1/30/26 NatoshaB - corrected PM due date to end of April to align with customers routine PM schedule.

🔧 Work Performed
Ferno Washington Inc - 24-H MiniMAXX Serial #: 18N-402968 - Asset ID: 13107442 Ferno Washington Inc - 24-H MiniMAXX Serial #: 20N-441375 - Asset ID: 13107441 Ferno Washington Inc - 24-H MiniMAXX Serial #: 19N-420501 - Asset ID: 13107440 Ferno Washington Inc - 24-H MiniMAXX Serial #: 19N-407252 - Asset ID: 13392284
🔍 Technician Findings
24-H MiniMAXX |13107444 | 19N-410338***24-H MiniMAXX |13107445 | 19N-409299***24-H MiniMAXX |13107442 | 18N-402968***24-H MiniMAXX |13107441 | 20N-441375*** 4-H MiniMAXX |13107440 | 19N-420501***24-H MiniMAXX |13323896 | 24N-501584***24-H MiniMAXX |NEEDS ASSET ID | 19N-421271 SITE HAD 3 TRUCKS AND 6 COTS BUT IS NOW DOWN TO 2 TRUCKS AND 4 COTSInspection Report SentTHANK YOU. - View Inspection Report
⚠️ Problem Description
Semi Annual PM # of pieces: 6 https://www.ebiotrack.com/inspection.php?iid=32757

Timeline

📞
Case Linked Jan 29, 6:00 AM
Case Number: 00563210
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Jan 29, 10:47 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Erin Martin
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Technician Assigned Jan 29, 11:45 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 57m
🚨 62.0 business days
🗓️
▶
2 Status: Scheduled Apr 27, 3:45 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2026-05-05T14:00:00.000+0000
⚠️ 6.0 business days
📅
Dispatch Scheduled by Melissa Owens May 4, 12:19 PM
Scheduled For: 2026-05-11T14:00:00.000+0000
⚠️ 6.0 business days
🔧
Status: Tech On Site by Chris Galasso May 11, 10:27 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 13d 18h
⏱️
5x Labor Added May 11, 10:23 PM
Type: Labor, Travel, Expenses
Status: Open
Qty: 1, 1.25, 81, 1.75
⏱️
▶
3 4x Labor Added May 11, 10:45 PM
4x Labor Added → Status: Closed → Travel Added
🏁
Status: Closed by Ben Saur
From: Tech On Site
To: Closed
Duration in Previous: 12h 18m
🚗
Travel Added
Type: Travel
Status: Open
Qty: 32
⏳ 2.2 business days
📄
▶
3 Status: Ready to Bill May 13, 12:16 PM
Status: Ready to Bill → Status: Ready to Bill → Status: Invoiced
📄
Status: Ready to Bill by Diane Patton
From: Billing Review, Ready to Bill
To: Ready to Bill, Invoice Pending
Duration in Previous: 0m
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🚨 57.0 business days
🧾
Invoice Created Aug 4, 12:33 PM
Invoice Number: SM-261805

Bottlenecks

Assigned
Duration: 61.9 business days (threshold: 4.0 business hours)
Exceeded by 61.4 business days
Scheduled
Duration: 10.5 business days (threshold: 2.0 business days)
Exceeded by 8.5 business days
Tech On Site
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.8 business hours
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00563210
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Preventive Maintenance
Branch
N/A
Technician
Chris Galasso
Scheduled
May 11, 10:00 AM
Created
Jan 29, 10:47 AM
Invoice #
SM-261805

Work Details (10)

Name Type Status Qty Amount Date
WL-03222625 Labor Open 1 $0.00 May 11, 10:23 PM
WL-03222626 Labor Open 1.25 $162.50 May 11, 10:23 PM
WL-03222627 Travel Open 81 $59.13 May 11, 10:23 PM
WL-03222628 Expenses Open 1 $0.00 May 11, 10:23 PM
WL-03222624 Labor Open 1.75 $227.50 May 11, 10:23 PM
WL-03222656 Labor Open 0.5 $169.00 May 11, 10:45 PM
WL-03222657 Labor Open 0.5 $169.00 May 11, 10:45 PM
WL-03222658 Labor Open 0.5 $169.00 May 11, 10:45 PM
WL-03222659 Labor Open 0.5 $169.00 May 11, 10:45 PM
WL-03222660 Travel Open 32 $23.36 May 11, 10:47 PM

Details