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WO-01341257 ↗ ServiceMax

CNY Fertility • Inspection • PSM

📍 CNY FERTILITY - Westborough — 2200 West Park Drive, Westborough MA, 01581

Feb 2, 2026 → Apr 1, 2026

✅ Completed
PSM
SLA Clock
Last business day of February 2026 · Target: Feb 27, 2026
✗ SLA Missed (22 biz days late)
Active: 41 biz days
🕐 Clock stopped: Completed (Apr 1, 2026)
▶ Clock Running
Status: Created
Feb 2 → Feb 2, 2026
0 business days (counted)
Running total: 0 of ? biz days used
13d
▶ Clock Running
Status: Ready for Scheduling
Feb 2 → Feb 20, 2026
13 business days (counted)
Running total: 13 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 20 → Feb 23, 2026
1 business day (counted)
Running total: 14 of ? biz days used
24d
▶ Clock Running
Status: Scheduled
Feb 23 → Mar 27, 2026
24 business days (counted)
Running total: 38 of ? biz days used
▶ Clock Running
Status: Entered
Mar 27 → Mar 27, 2026
0 business days (counted)
Running total: 38 of ? biz days used
▶ Clock Running
Status: Assigned
Mar 27 → Mar 27, 2026
0 business days (counted)
Running total: 38 of ? biz days used
3d
▶ Clock Running
Status: Scheduled
Mar 27 → Apr 1, 2026
3 business days (counted)
Running total: 41 of ? biz days used
▶ Clock Running
Status: Tech On Site
Apr 1 → Apr 1, 2026
0 business days (counted)
Running total: 41 of ? biz days used
Created: Feb 2, 2026 Completed: Apr 1, 2026
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Feb 2 → Feb 2 Created ▶ Running 0 0
Feb 2 → Feb 20 Ready for Scheduling ▶ Running 13 13
Feb 20 → Feb 23 Assigned ▶ Running 1 14
Feb 23 → Mar 27 Scheduled ▶ Running 24 38
Mar 27 → Mar 27 Entered ▶ Running 0 38
Mar 27 → Mar 27 Assigned ▶ Running 0 38
Mar 27 → Apr 1 Scheduled ▶ Running 3 41
Apr 1 → Apr 1 Tech On Site ▶ Running 0 41
Dispatch 0.0d
Coordinators 44.8d
Field Work 0.3d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
44.8 days
Over SLA
Field Work
0.3 days
Created: Feb 2, 2026 Due: Apr 30, 2026 Completed: Apr 1, 2026 (29 days early)
📅
42.0 days Total Age
⏱️
24.9d in Scheduled Longest Stage
🔄
7 transitions Status Changes
⚠️
40.5d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00564094
eBiotrack - Automated New Inspection Created
Closed
Inspection: Initial Annual Inspection Service 28 pieces https://www.ebiotrack.com/inspection.php?iid=32835 Inspection Flag: Repairs need to be quoted before completed unless onsite and parts on hand. ALL quotes for ALL locations need to be sent to Nate Forman for approval, nforman@cnyfertility.com
Priority
Standard
Origin
Email
Reason
New Case
Contact
Nate Forman
Owner
Leona Coonrod
Created
Jan 31, 2026
Work Orders from this Case (1)
WO-01341257 (current) Invoiced
Inspection • David Cavaco
Created: Feb 2, 2026 • Closed: Apr 1, 2026
Completed with significant delays
Invoiced • 195 days old
🚨
Primary Delay 24.9 days stuck in "Scheduled"
⏱️
Total Delay 40.5 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
14.0d / 1.0d SLA
Assigned
1.8d / 0.5d SLA
Scheduled
28.9d / 2.0d SLA
Tech On Site
0.3d / 1.0d SLA
Closed
2.2d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes


4/1 DC This was not an initial inspection. This was there second inspection. Initial inspection was April 2025

2/23 KSmith -- Scheduled for 4/1 with Jessica. Anytime after 130pm

2/23 KSmith -- Per George, we need to schedule with Jessica

jkania@cnyfertility.com

2/23 KSmith -- Sent email to schedule for 4/1

2/20 KSmith -- Sent email to schedule for 4/3

 2/2/26 lcoonrod - Inspection name was Initial Annual Inspection, changed to Annual Inspection.

🔧 Work Performed
Annual Inspection Service
🔍 Technician Findings
Annual Inspection Service
⚠️ Problem Description
Inspection: Initial Annual Inspection Service 28 pieces https://www.ebiotrack.com/inspection.php?iid=32835 Inspection Flag: Repairs need to be quoted before completed unless onsite and parts on hand. ALL quotes for ALL locations need to be sent to Nate Forman for approval, nforman@cnyfertility.com

Timeline

📞
Case Linked Jan 31, 12:01 AM
Case Number: 00564094
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
1.0 business days
📋
2 Work Order Created Feb 2, 9:14 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Leona Coonrod
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
🚨 14.0 business days
👷
2 Technician Assigned Feb 20, 12:26 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 18d 3h
2.0 business days
🗓️
2 Status: Scheduled Feb 23, 11:27 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-04-01T17:30:00.000+0000
🚨 25.0 business days
🆕
3 Status: Entered Mar 27, 11:48 AM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kourtney Smith
Technician: a0h5A00000HKNg2QAH, David Cavaco
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-04-01T17:30:00.000+0000
4.0 business days
🔧
Status: Tech On Site by DAVID CAVACO Apr 1, 3:37 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 3h
⏱️
2 3x Labor Added Apr 1, 6:20 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by DAVID CAVACO
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 2h 43m, 0m
2.7 business days
📄
Status: Ready to Bill by Diane Patton Apr 3, 11:23 AM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 1d 17h, 0m
1.0 business days
🧾
Invoice Created Apr 5, 6:18 PM
Invoice Number: SM-258362

Bottlenecks

Ready for Scheduling
Duration: 14.0 business days (threshold: 1.0 business days)
Exceeded by 13.0 business days
Assigned
Duration: 1.8 business days (threshold: 4.0 business hours)
Exceeded by 1.3 business days
Scheduled
Duration: 24.9 business days (threshold: 2.0 business days)
Exceeded by 22.9 business days
Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Closed
Duration: 2.2 business days (threshold: 1.0 business days)
Exceeded by 1.2 business days

🔗 Related Artifacts

📞
Case 00564094
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
David Cavaco
Scheduled
Apr 1, 1:30 PM
Created
Feb 2, 9:14 AM
Invoice #
SM-258362

Work Details (3)

Name Type Status Qty Amount Date
WL-03169442 Labor Open 1 $0.00 Apr 1, 6:20 PM
WL-03169443 Labor Open 2 $1,895.00 Apr 1, 6:20 PM
WL-03169444 Labor Open 1.5 $0.00 Apr 1, 6:20 PM

Details