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WO-01341014 ↗ ServiceMax

ENDOSCOPY CENTER OF WNY • Repair • P5

📍 ENDOSCOPY CENTER OF WNY — 60 Maple Road, Williamsville NY, 14221

Jan 30, 2026 → May 1, 2026

✅ Completed
P5
SLA Clock
5 business days from creation · Target: Feb 6, 2026
✗ SLA Missed (52 biz days late)
Active: 57 biz days
Paused: 7 biz days
Budget: 5 biz days
🕐 Clock stopped: Canceled (May 1, 2026)
SLA Target
▶ Clock Running
Status: Created
Jan 30 → Jan 30, 2026
0 business days (counted)
Running total: 0 of 5 biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 30 → Jan 30, 2026
0 business days (counted)
Running total: 0 of 5 biz days used
▶ Clock Running
Status: Assigned
Jan 30 → Jan 30, 2026
0 business days (counted)
Running total: 0 of 5 biz days used
▶ Clock Running
Status: Scheduled
Jan 30 → Feb 6, 2026
5 business days (counted)
Running total: 5 of 5 biz days used
▶ Clock Running
Status: Tech On Site
Feb 6 → Feb 6, 2026
0 business days (counted)
Running total: 5 of 5 biz days used
▶ Clock Running
Status: Completed
Feb 6 → Feb 7, 2026
0 business days (counted)
Running total: 5 of 5 biz days used
49d
▶ Clock Running
Status: Incomplete
Feb 7 → Apr 17, 2026
49 business days (counted)
Running total: 54 of 5 biz days used
▶ Clock Running
Status: L2 Screening
Apr 17 → Apr 20, 2026
1 business day (counted)
Running total: 55 of 5 biz days used
⏸7d
⏸ Clock Paused
Status: Awaiting Parts
Apr 20 → Apr 29, 2026
7 business days (not counted)
▶ Clock Running
Status: Entered
Apr 29 → May 1, 2026
2 business days (counted)
Running total: 57 of 5 biz days used
Created: Jan 30, 2026 Canceled: May 1, 2026
Business Days Used 57 / 5
0 5d budget +52d over
Show SLA Clock Detail (10 periods)
Period Status Clock Biz Days Running Total
Jan 30 → Jan 30 Created ▶ Running 0 0 / 5
Jan 30 → Jan 30 Ready for Scheduling ▶ Running 0 0 / 5
Jan 30 → Jan 30 Assigned ▶ Running 0 0 / 5
Jan 30 → Feb 6 Scheduled ▶ Running 5 5 / 5
Feb 6 → Feb 6 Tech On Site ▶ Running 0 5 / 5
Feb 6 → Feb 7 Completed ▶ Running 0 5 / 5
Feb 7 → Apr 17 Incomplete ▶ Running 49 54 / 5
Apr 17 → Apr 20 L2 Screening ▶ Running 1 55 / 5
Apr 20 → Apr 29 Awaiting Parts ⏸ Paused 7 —
Apr 29 → May 1 Entered ▶ Running 2 57 / 5
Dispatch 4.5d
Material Management 8.0d
Coordinators 5.7d
Field Work 0.8d
Incomplete 49.0d (excluded)
✗ SLA Missed
Dispatch
4.5 days
Over SLA
Material Management
8.0 days
Over SLA
Coordinators
5.7 days
Over SLA
Field Work
0.8 days
Incomplete (excluded from total)
49.0 days
Created: Jan 30, 2026 Due: Feb 6, 2026 Completed: May 1, 2026 (83 days late)
📅
64.7 days Total Age
⏱️
49.0d in Incomplete Longest Stage
🔄
9 transitions Status Changes
⚠️
11.6d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
1 lines Work Details
🏠
1 visit On-Site Trips

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00563725
L2 review - OMNI
Closed
Q-00032266 2x repair WOs wheelchair (brake not working) Wheelchair Asset: 13195706 (See attached) The technician will need to evaluate the unit and determine if parts are needed. stretcher (side rail will not stay up) Customer didnt provide additional information for the stretcher. Possible parts needed for repair, only replace what is needed. 1 lock handle, 0721026074 1 compression spring, 0038−220−000 2 screws, 0004−515−000 2 pivot screws, 0721026066
Priority
Standard
Origin
Email
Reason
New Case
Contact
Pat Graham
Owner
Shelby Robinson
Created
Jan 30, 2026
Work Orders from this Case (2)
WO-01341014 (current) Canceled
Repair
Created: Jan 30, 2026
WO-01341015 Invoiced
Repair • Erwin Forster
Created: Jan 30, 2026 • Closed: May 15, 2026
Behind Schedule - Needs Attention
Canceled • 195 days old
🚨
Primary Delay 49.0 days stuck in "Incomplete"
⏱️
Total Delay 11.6 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
2.7d / 0.5d SLA
Ready for Scheduling
0.0d / 1.0d SLA
Scheduled
5.7d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Completed
0.6d / 1.0d SLA
Incomplete
49.0d
L2 Screening
1.8d / 1.0d SLA
Awaiting Parts
8.0d / 3.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

04/27/2026 JShoemaker : The vendor has changed the estimated ship date to 06/01

04/20/2026 JShoemaker : Ordered to site

4/17 KHardison - Added Q-00033214 for parts.


4/17 EForster: Pat reached out to me asking what the status of this repair was. I explained to her the quote had not yet been accepted. She had not accepted it because she thought she wanted the repair done at the same time as WO-1341015. I informed her the parts will not be ordered until the quote is accepted all only get 1 travel charge if both repairs are done at once. She misunderstood the quoting.

3/23 KSmith -- Quote sent to customer. Valid until 4/17

2/23 KSmith -- Parts need added to SMX, then quote will be sent to customer

2/16 KWeiss, Created case and sent to sales for quoting. Stretcher is on w/o 1341015 in awaiting parts


2/13 KWeiss, Waiting for tech to determine if arms are detachable or not for wheelchair brakes. Stretcher tech added to this w/o is on w/o 1341015 in awaiting parts, order status is open.

2/6 EForster: Travel covered on WO-1340878

1/30 KSmith -- Scheduled for 2/6 with Pat on WO-01340878

🔧 Work Performed
Stretcher needs latching hardware. 1 compression spring, 0038−220−000 2 screws, 0004−515−000 2 pivot screws, 0721026066 Wheelchair (Everest & Jennings HD) requires brake (see picture) Missing nut and damaged bolt.
🔍 Technician Findings
Stretcher asset #13195700 Stryker 747 SN# 2017005601043 Patient left side rail locking issue. Wheelchair asset #13196769 Brake issue
⚠️ Problem Description
Q-00033214 - Parts Q-00032266 wheelchair (brake not working) Wheelchair Asset: 13195706 (See attached) The technician will need to evaluate the unit and determine if parts are needed. https://www.ebiotrack.com/omnicor/workorder.php?wo=7143

Timeline

📞
Case Linked Jan 30, 9:13 AM
Case Number: 00563725
Subject: L2 review - OMNI
Status: Closed
📋
▶
2 Work Order Created Jan 30, 1:13 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Shelby Robinson
From: Entered
To: Ready for Scheduling
Duration in Previous: 2m
👷
▶
3 Technician Assigned Jan 30, 1:39 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 23m, 0m
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-02-06T16:30:00.000+0000
⚠️ 6.0 business days
🔧
Status: Tech On Site by Erwin Forster Feb 6, 12:58 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 6d 23h
✔️
Status: Completed by Erwin Forster Feb 6, 2:10 PM
From: Tech On Site
To: Completed
Duration in Previous: 1h 11m
📅
Dispatch Scheduled by Erwin Forster Feb 6, 8:45 PM
Scheduled For: 2026-02-06T19:00:00.000+0000
⏱️
Labor Added Feb 6, 9:03 PM
Type: Labor
Status: Open
Qty: 0.41666666666667
⚠️
Status: Incomplete by Erwin Forster Feb 6, 9:08 PM
From: Completed
To: Incomplete
Duration in Previous: 6h 58m
🚨 49.4 business days
🔍
Status: L2 Screening by Kimberly Hardison Apr 17, 1:36 PM
From: Incomplete
To: L2 Screening
Duration in Previous: 69d 15h
⏳ 2.0 business days
📦
▶
2 Parts Requested Apr 20, 11:30 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Keith Weiss
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 2d 21h
⚠️ 8.0 business days
🆕
Status: Entered by Leona Coonrod Apr 29, 2:45 PM
From: Awaiting Parts
To: Entered
Duration in Previous: 9d 3h
⏳ 3.0 business days
🚫
Status: Canceled by Shelby Robinson May 1, 9:35 AM
From: Entered
To: Canceled
Duration in Previous: 1d 18h

Bottlenecks

Scheduled
Duration: 5.7 business days (threshold: 2.0 business days)
Exceeded by 3.7 business days
L2 Screening
Duration: 1.8 business days (threshold: 1.0 business days)
Exceeded by 6.4 business hours
Awaiting Parts
Duration: 8.0 business days (threshold: 3.0 business days)
Exceeded by 5.0 business days
Entered
Duration: 2.7 business days (threshold: 4.0 business hours)
Exceeded by 2.2 business days

🔗 Related Artifacts

📞
Case 00563725
Closed
📦
Parts Order 00094834
Canceled

ℹ️ Work Order Details

Status
Canceled
Priority
P5
Type
Repair
Branch
N/A
Technician
Unassigned
Scheduled
N/A
Created
Jan 30, 1:13 PM
Invoice #
N/A

Work Details (1)

Name Type Status Qty Amount Date
WL-03096223 Labor Open 0.41666666666667 $74.50 Feb 6, 9:03 PM

Details