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WO-01341015 ↗ ServiceMax

ENDOSCOPY CENTER OF WNY • Repair • P5

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

Jan 30, 2026 → May 15, 2026

✅ Completed
P5
SLA Clock
5 business days from creation · Target: Feb 6, 2026
✗ SLA Missed (6 biz days late)
Active: 11 biz days
Paused: 63 biz days
Budget: 5 biz days
🕐 Clock stopped: Completed (May 15, 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: L2 Screening
Jan 30 → Jan 30, 2026
0 business days (counted)
Running total: 0 of 5 biz days used
⏸62d
⏸ Clock Paused
Status: Awaiting Parts
Jan 30 → Apr 29, 2026
62 business days (not counted)
▶ Clock Running
Status: Entered
Apr 29 → May 5, 2026
4 business days (counted)
Running total: 4 of 5 biz days used
▶ Clock Running
Status: Canceled
May 5 → May 6, 2026
1 business day (counted)
Running total: 5 of 5 biz days used
▶ Clock Running
Status: Entered
May 6 → May 6, 2026
0 business days (counted)
Running total: 5 of 5 biz days used
▶ Clock Running
Status: L2 Screening
May 6 → May 7, 2026
1 business day (counted)
Running total: 6 of 5 biz days used
⏸ Clock Paused
Status: Awaiting Parts
May 7 → May 8, 2026
1 business day (not counted)
▶ Clock Running
Status: Reschedule
May 8 → May 8, 2026
0 business days (counted)
Running total: 6 of 5 biz days used
▶ Clock Running
Status: Assigned
May 8 → May 13, 2026
3 business days (counted)
Running total: 9 of 5 biz days used
▶ Clock Running
Status: Scheduled
May 13 → May 15, 2026
2 business days (counted)
Running total: 11 of 5 biz days used
▶ Clock Running
Status: Tech On Site
May 15 → May 15, 2026
0 business days (counted)
Running total: 11 of 5 biz days used
Created: Jan 30, 2026 Completed: May 15, 2026
Business Days Used 11 / 5
0 5d budget +6d over
Show SLA Clock Detail (12 periods)
Period Status Clock Biz Days Running Total
Jan 30 → Jan 30 Created ▶ Running 0 0 / 5
Jan 30 → Jan 30 L2 Screening ▶ Running 0 0 / 5
Jan 30 → Apr 29 Awaiting Parts ⏸ Paused 62 —
Apr 29 → May 5 Entered ▶ Running 4 4 / 5
May 5 → May 6 Canceled ▶ Running 1 5 / 5
May 6 → May 6 Entered ▶ Running 0 5 / 5
May 6 → May 7 L2 Screening ▶ Running 1 6 / 5
May 7 → May 8 Awaiting Parts ⏸ Paused 1 —
May 8 → May 8 Reschedule ▶ Running 0 6 / 5
May 8 → May 13 Assigned ▶ Running 3 9 / 5
May 13 → May 15 Scheduled ▶ Running 2 11 / 5
May 15 → May 15 Tech On Site ▶ Running 0 11 / 5
Dispatch 6.3d
Material Management 64.6d
Coordinators 7.0d
Field Work 0.7d
Billing 0.0d
✗ SLA Missed
Dispatch
6.3 days
Over SLA
Material Management
64.6 days
Over SLA
Coordinators
7.0 days
Over SLA
Field Work
0.7 days
Billing
0.0 days
Created: Jan 30, 2026 Due: May 14, 2026 Completed: May 15, 2026 (on time)
📅
74.7 days Total Age
⏱️
62.6d in Awaiting Parts Longest Stage
🔄
15 transitions Status Changes
⚠️
70.0d over Total Delay
📦
4 orders, 0 quotes Parts & Quotes
📝
12 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

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 Canceled
Repair
Created: Jan 30, 2026
WO-01341015 (current) Invoiced
Repair • Erwin Forster
Created: Jan 30, 2026 • Closed: May 15, 2026
Completed with significant delays
Invoiced • 195 days old
🚨
Primary Delay 62.6 days stuck in "Awaiting Parts"
⏱️
Total Delay 70.0 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
4.7d / 0.5d SLA
L2 Screening
1.6d / 1.0d SLA
Awaiting Parts
64.6d / 3.0d SLA
Canceled
1.6d
Reschedule
0.2d / 2.0d SLA
Assigned
3.9d / 0.5d SLA
Scheduled
3.0d / 2.0d SLA
Tech On Site
0.2d / 1.0d SLA
Completed
0.5d / 1.0d SLA
Closed
2.4d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

5/15 EForster: parts shipped on order 00089392 received by customer in March. Since duplicate order was sent, these parts were not used and are now in trunk stock.

05/13/2026 LHill-sent email to Pat Graham-Yes, this is for the same visit. Kourtney is out of office today so I'm filling in for her today. I have this scheduled for 5/15 with tech arrival between 10:30 - 12:30.


05/13/2026 LHill-rec'd email from Pat Graham-I just approved a visit for May 15th with Kourtney. I am assuming this is the same visit?

See logged email.


05/13/2026 LHill-sent email to Pat Grahmam trying to schedule tech visit for Friday, 5/15.

See logged email.


05/13/2026 LHill-LM at (716) 332-1000 for Pat Graham. Trying to schedule tech visit.


05/13/2026 LHill-tracked parts-


5/12 KSmith -- Sent email to schedule for 5/15

05/11/2025 LHill-Called (716) 332-1000 for Pat Graham. Was on the phone for over 5 minutes and no one ever picked up.


5/11/26 Rberry- Updated due date based on parts. Removed delay code.



3/24 KHardison - Per customer/Pat Graham, I received some parts on Friday. He would like to schedule with WO-01341014. Email attached


3/16/2026jsells

Your shipment1Z01E3E70394876881

 Delivered OnFriday, March 13 at 1:22 P.M. to the Receiver

🔧 Work Performed
Replaced patient right side rail latching hardware. Unit function tested and returned to service.
🔍 Technician Findings
Stretcher out of service.
⚠️ Problem Description
Q-00032266 stretcher (side rail will not stay up) Customer didnt provide additional information for the stretcher. Stryker 747 stretcher Asset #13195700 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 https://www.ebiotrack.com/omnicor/workorder.php?wo=7142

Timeline

📞
Case Linked Jan 30, 9:13 AM
Case Number: 00563725
Subject: L2 review - OMNI
Status: Closed
📋
▶
2 Work Order Created Jan 30, 1:16 PM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Shelby Robinson
From: Entered
To: L2 Screening
Duration in Previous: 0m
📦
▶
2 Parts Requested Jan 30, 2:08 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Keith Weiss
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 51m
🚨 26.0 business days
📦
Parts Requested Mar 9, 4:30 PM
Order: 00091856
Status: Canceled
⏳ 2.9 business days
📦
Parts Requested Mar 11, 2:37 PM
Order: 00092064
Status: Canceled
💵
Expenses Added Mar 11, 4:06 PM
Type: Expenses
Status: Open
Qty: 1
🚨 36.0 business days
🆕
Status: Entered by Leona Coonrod Apr 29, 2:45 PM
From: Awaiting Parts
To: Entered
Duration in Previous: 88d 23h
⚠️ 5.0 business days
🚫
Status: Canceled by Shelby Robinson May 5, 3:10 PM
From: Entered
To: Canceled
Duration in Previous: 6d 0h
🆕
▶
2 Status: Entered May 6, 8:44 AM
Status: Entered → Status: L2 Screening
🔍
Status: L2 Screening by Leona Coonrod
From: Entered
To: L2 Screening
Duration in Previous: 3m
📦
▶
2 Parts Requested May 7, 12:02 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Keith Weiss
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 15h 14m
⏳ 2.0 business days
🔩
▶
2 5x Parts Added May 8, 11:51 AM
5x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Audrey Tharp
From: Awaiting Parts
To: Reschedule
Duration in Previous: 1d 11h
👷
▶
2 Technician Assigned May 8, 1:11 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Reschedule
To: Assigned
Duration in Previous: 1h 20m
⏳ 4.0 business days
🗓️
▶
2 Status: Scheduled May 13, 10:20 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Laura Hill
Scheduled For: 2026-05-15T15:15:00.000+0000
⏳ 3.0 business days
🔧
Status: Tech On Site by Erwin Forster May 15, 11:56 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 1h
✔️
Status: Completed by Erwin Forster May 15, 1:18 PM
From: Tech On Site
To: Completed
Duration in Previous: 1h 22m
💵
5x Expenses Added May 15, 5:01 PM
Type: Expenses, Labor, Travel
Status: Open
Qty: 1, 0.33333333333333, 7, 75
⏱️
▶
2 Labor Added May 15, 5:07 PM
Labor Added → Status: Closed
🏁
Status: Closed by Erwin Forster
From: Completed
To: Closed
Duration in Previous: 3h 50m
⏳ 2.9 business days
📄
▶
3 Status: Ready to Bill May 19, 9:57 AM
Status: Ready to Bill → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🧾
Invoice Created
Invoice Number: SM-262336

Bottlenecks

Awaiting Parts
Duration: 62.6 business days (threshold: 3.0 business days)
Exceeded by 59.6 business days
Entered
Duration: 4.7 business days (threshold: 4.0 business hours)
Exceeded by 4.2 business days
L2 Screening
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 4.0 business hours
Assigned
Duration: 3.9 business days (threshold: 4.0 business hours)
Exceeded by 3.4 business days
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Closed
Duration: 2.4 business days (threshold: 1.0 business days)
Exceeded by 1.4 business days

🔗 Related Artifacts

📞
Case 00563725
Closed
📦
Parts Order 00089392
Canceled
📦
Parts Order 00091856
Canceled
📦
Parts Order 00092064
Canceled
📦
Parts Order 00095804
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P5
Type
Repair
Branch
N/A
Technician
Erwin Forster
Scheduled
May 15, 11:15 AM
Created
Jan 30, 1:16 PM
Invoice #
SM-262336

Work Details (12)

Name Type Status Qty Amount Date
WL-03139706 Expenses Open 1 $15.20 Mar 11, 4:06 PM
WL-03219596 Parts Open 1 $122.36 May 8, 11:51 AM
WL-03219597 Parts Open 1 $3.32 May 8, 11:51 AM
WL-03219598 Parts Open 2 $8.78 May 8, 11:51 AM
WL-03219599 Parts Open 2 $13.96 May 8, 11:51 AM
WL-03219600 Expenses Open 1 $0.00 May 8, 11:51 AM
WL-03228292 Expenses Open 1 $0.00 May 15, 5:01 PM
WL-03228288 Labor Open 0.33333333333333 $90.00 May 15, 5:01 PM
WL-03228289 Labor Open 1 $149.00 May 15, 5:01 PM
WL-03228290 Travel Open 7 $0.00 May 15, 5:01 PM
WL-03228291 Travel Open 75 $0.00 May 15, 5:01 PM
WL-03228308 Labor Open 1.4166666666667 $135.00 May 15, 5:07 PM

Details