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WO-01350567 ↗ ServiceMax

ROSWELL PARK • Virtual Tech - Drop Shipment • P5

📍 ROSWELL PARK HEMATOLOGY SOUTHTOWNS — 3041 Orchard Park Rd, Orchard Park NY, 14127

Feb 9, 2026 → Apr 17, 2026

✅ Completed
P5
SLA Clock
5 business days from creation · Target: Feb 17, 2026
✗ SLA Missed (8 biz days late)
Active: 13 biz days
Paused: 35 biz days
Budget: 5 biz days
🕐 Clock stopped: Completed (Apr 17, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 9 → Feb 9, 2026
0 business days (counted)
Running total: 0 of 5 biz days used
▶ Clock Running
Status: L2 Screening
Feb 9 → Feb 11, 2026
2 business days (counted)
Running total: 2 of 5 biz days used
⏸35d
⏸ Clock Paused
Status: Awaiting Parts
Feb 11 → Apr 2, 2026
35 business days (not counted)
11d
▶ Clock Running
Status: Reschedule
Apr 2 → Apr 17, 2026
11 business days (counted)
Running total: 13 of 5 biz days used
▶ Clock Running
Status: Assigned
Apr 17 → Apr 17, 2026
0 business days (counted)
Running total: 13 of 5 biz days used
Created: Feb 9, 2026 Completed: Apr 17, 2026
Business Days Used 13 / 5
0 5d budget +8d over
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Feb 9 → Feb 9 Created ▶ Running 0 0 / 5
Feb 9 → Feb 11 L2 Screening ▶ Running 2 2 / 5
Feb 11 → Apr 2 Awaiting Parts ⏸ Paused 35 —
Apr 2 → Apr 17 Reschedule ▶ Running 11 13 / 5
Apr 17 → Apr 17 Assigned ▶ Running 0 13 / 5
Dispatch 2.8d
Material Management 35.3d
Coordinators 12.0d
Field Work 0.0d
✗ SLA Missed
Dispatch
2.8 days
Over SLA
Material Management
35.3 days
Over SLA
Coordinators
12.0 days
Over SLA
Field Work
0.0 days
Created: Feb 9, 2026 Due: Feb 16, 2026 Completed: Apr 17, 2026 (59 days late)
📅
48.8 days Total Age
⏱️
35.3d in Awaiting Parts Longest Stage
🔄
6 transitions Status Changes
⚠️
45.5d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

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Originating Case

Open in Salesforce →
🎫
Case #00565995
Follow up to WO-01318740
Closed
Q-00032430 Follow up to WO-01318740 Inspection #: 10416 Asset ID: 13108582 Serial #: X17B900520 Model: Zoll Medical Corporation - AED PLUS (A) Notes: Verified Pad and battery expiration date. Performed self test. Pads expired Expired accessories Expired accessories Parts Needed- Emsar to follow up with quote for needed replacement part. Reinspection required after parts installed. Part needed 1 - 8900-0800-01
Priority
Standard
Origin
Email
Reason
New Case
Contact
Becky Kmitch
Owner
Virtual Tech
Created
Feb 6, 2026
Work Orders from this Case (1)
WO-01350567 (current) Invoiced
Virtual Tech - Drop Shipment • Virtual Tech
Created: Feb 9, 2026 • Closed: Apr 17, 2026
Completed with significant delays
Invoiced • 185 days old
🚨
Primary Delay 35.3 days stuck in "Awaiting Parts"
⏱️
Total Delay 45.5 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
L2 Screening
2.7d / 1.0d SLA
Awaiting Parts
35.3d / 3.0d SLA
Reschedule
12.0d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.5d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

02/09/2026 Emartin updated Q-00032430 put in L2 screening for partshouse


🔧 Work Performed
parts ordered and shipped to site
🔍 Technician Findings
parts ordered and shipped to site
⚠️ Problem Description
Q-00032430 Follow up to WO-01318740 Inspection #: 10416 Asset ID: 13108582 Serial #: X17B900520 Model: Zoll Medical Corporation - AED PLUS (A) Notes: Verified Pad and battery expiration date. Performed self test. Pads expired Expired accessories Expired accessories Parts Needed- Emsar to follow up with quote for needed replacement part. Reinspection required after parts installed. Part needed 1 - 8900-0800-01

Timeline

📞
Case Linked Feb 6, 9:27 AM
Case Number: 00565995
Subject: Follow up to WO-01318740
Status: Closed
⏳ 2.0 business days
📋
▶
2 Work Order Created Feb 9, 12:59 PM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Erin Martin
From: Entered
To: L2 Screening
Duration in Previous: 1m
⏳ 3.0 business days
📦
▶
2 Parts Requested Feb 11, 4:42 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Wendy Argueta
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 2d 3h
⚠️ 6.9 business days
⏱️
Labor Added Feb 20, 10:12 AM
Type: Labor
Status: Open
Qty: 0.016666666666667
🚨 30.0 business days
🔩
▶
2 2x Parts Added Apr 2, 8:37 AM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by John Rolston
From: Awaiting Parts
To: Reschedule
Duration in Previous: 49d 14h
🚨 12.0 business days
👷
▶
3 Technician Assigned Apr 17, 4:11 PM
Technician Assigned → Status: Assigned → Status: Closed
👷
Status: Assigned by Wendy Argueta
From: Reschedule, Assigned
To: Assigned, Completed
Duration in Previous: 15d 7h, 0m
🏁
Status: Closed by Wendy Argueta
From: Completed
To: Closed
Duration in Previous: 1m
⏳ 3.0 business days
📄
▶
2 Status: Ready to Bill Apr 21, 10:09 AM
Status: Ready to Bill → Invoice Created
🧾
Invoice Created
Invoice Number: SM-259708

Bottlenecks

L2 Screening
Duration: 2.7 business days (threshold: 1.0 business days)
Exceeded by 1.7 business days
Awaiting Parts
Duration: 35.3 business days (threshold: 3.0 business days)
Exceeded by 32.3 business days
Reschedule
Duration: 12.0 business days (threshold: 2.0 business days)
Exceeded by 10.0 business days
Closed
Duration: 2.5 business days (threshold: 1.0 business days)
Exceeded by 1.5 business days

🔗 Related Artifacts

📞
Case 00565995
Closed
📦
Parts Order 00090212
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P5
Type
Virtual Tech - Drop Shipment
Branch
N/A
Technician
Virtual Tech
Scheduled
N/A
Created
Feb 9, 12:59 PM
Invoice #
SM-259708

Work Details (3)

Name Type Status Qty Amount Date
WL-03113584 Labor Open 0.016666666666667 $37.25 Feb 20, 10:12 AM
WL-03170101 Parts Open 1 $310.50 Apr 2, 8:37 AM
WL-03170102 Expenses Open 1 $11.00 Apr 2, 8:38 AM

Details