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← WO Overview

WO-01351066 ↗ ServiceMax

HERITAGE ONE DAY SURGERY • Repair • P5

📍 HERITAGE ONE DAY SURGERY — 5496 EAST TAFT ROAD, N SYRACUSE NY, 13212

Feb 11, 2026 → Mar 12, 2026

✅ Completed
P5
SLA Clock
5 business days from creation · Target: Feb 19, 2026
✗ SLA Missed (11 biz days late)
Active: 16 biz days
Paused: 4 biz days
Budget: 5 biz days
🕐 Clock stopped: Completed (Mar 12, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 11 → Feb 11, 2026
0 business days (counted)
Running total: 0 of 5 biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 11 → Feb 11, 2026
0 business days (counted)
Running total: 0 of 5 biz days used
▶ Clock Running
Status: Assigned
Feb 11 → Feb 11, 2026
0 business days (counted)
Running total: 0 of 5 biz days used
▶ Clock Running
Status: Entered
Feb 11 → Feb 12, 2026
1 business day (counted)
Running total: 1 of 5 biz days used
▶ Clock Running
Status: L2 Screening
Feb 12 → Feb 12, 2026
0 business days (counted)
Running total: 1 of 5 biz days used
⏸1d
⏸ Clock Paused
Status: Awaiting Parts
Feb 12 → Feb 16, 2026
1 business day (not counted)
▶ Clock Running
Status: Ready for Scheduling
Feb 16 → Feb 16, 2026
0 business days (counted)
Running total: 1 of 5 biz days used
▶ Clock Running
Status: Assigned
Feb 16 → Feb 17, 2026
1 business day (counted)
Running total: 2 of 5 biz days used
5d
▶ Clock Running
Status: Scheduled
Feb 17 → Feb 24, 2026
5 business days (counted)
Running total: 7 of 5 biz days used
▶ Clock Running
Status: Tech On Site
Feb 24 → Feb 24, 2026
0 business days (counted)
Running total: 7 of 5 biz days used
▶ Clock Running
Status: Completed
Feb 24 → Feb 24, 2026
0 business days (counted)
Running total: 7 of 5 biz days used
4d
▶ Clock Running
Status: Incomplete
Feb 24 → Mar 2, 2026
4 business days (counted)
Running total: 11 of 5 biz days used
▶ Clock Running
Status: L2 Screening
Mar 2 → Mar 2, 2026
0 business days (counted)
Running total: 11 of 5 biz days used
⏸3d
⏸ Clock Paused
Status: Awaiting Parts
Mar 2 → Mar 5, 2026
3 business days (not counted)
▶ Clock Running
Status: Reschedule
Mar 5 → Mar 6, 2026
1 business day (counted)
Running total: 12 of 5 biz days used
4d
▶ Clock Running
Status: Scheduled
Mar 6 → Mar 12, 2026
4 business days (counted)
Running total: 16 of 5 biz days used
▶ Clock Running
Status: Tech On Site
Mar 12 → Mar 12, 2026
0 business days (counted)
Running total: 16 of 5 biz days used
Created: Feb 11, 2026 Completed: Mar 12, 2026
Business Days Used 16 / 5
0 5d budget +11d over
Show SLA Clock Detail (17 periods)
Period Status Clock Biz Days Running Total
Feb 11 → Feb 11 Created ▶ Running 0 0 / 5
Feb 11 → Feb 11 Ready for Scheduling ▶ Running 0 0 / 5
Feb 11 → Feb 11 Assigned ▶ Running 0 0 / 5
Feb 11 → Feb 12 Entered ▶ Running 1 1 / 5
Feb 12 → Feb 12 L2 Screening ▶ Running 0 1 / 5
Feb 12 → Feb 16 Awaiting Parts ⏸ Paused 1 —
Feb 16 → Feb 16 Ready for Scheduling ▶ Running 0 1 / 5
Feb 16 → Feb 17 Assigned ▶ Running 1 2 / 5
Feb 17 → Feb 24 Scheduled ▶ Running 5 7 / 5
Feb 24 → Feb 24 Tech On Site ▶ Running 0 7 / 5
Feb 24 → Feb 24 Completed ▶ Running 0 7 / 5
Feb 24 → Mar 2 Incomplete ▶ Running 4 11 / 5
Mar 2 → Mar 2 L2 Screening ▶ Running 0 11 / 5
Mar 2 → Mar 5 Awaiting Parts ⏸ Paused 3 —
Mar 5 → Mar 6 Reschedule ▶ Running 1 12 / 5
Mar 6 → Mar 12 Scheduled ▶ Running 4 16 / 5
Mar 12 → Mar 12 Tech On Site ▶ Running 0 16 / 5
Dispatch 2.1d
Material Management 5.4d
Coordinators 13.1d
Field Work 0.2d
Incomplete 4.6d (excluded)
✗ SLA Missed
Dispatch
2.1 days
Over SLA
Material Management
5.4 days
Over SLA
Coordinators
13.1 days
Over SLA
Field Work
0.2 days
Incomplete (excluded from total)
4.6 days
Created: Feb 11, 2026 Due: Mar 10, 2026 Completed: Mar 12, 2026 (1 days late)
📅
21.0 days Total Age
⏱️
6.0d in Scheduled Longest Stage
🔄
17 transitions Status Changes
⚠️
12.7d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
11 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits (1 reschedule)
2 on-site visits — follow-up trip required
👤 Self-scheduled by Darek Kirkpatrick — scheduling delays attributed to technician, not coordinators
Visit 1 Feb 24, 2026
Visit 2 Mar 12, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00567160
L2 Review - Omni * No quote needed per SMC until parts are confirmed
Closed
device issue: rail won't stay up assest: 13049897 Tech should have the following parts in case they are needed for repairs. 1 shoulder bolt, 48645 1 bushing, 48643
Priority
High
Origin
Phone
Reason
New Case
Contact
Chere Walker
Owner
Erin Martin
Created
Feb 10, 2026
Work Orders from this Case (1)
WO-01351066 (current) Invoiced
Repair • Darek Kirkpatrick
Created: Feb 11, 2026 • Closed: Mar 12, 2026
Completed with significant delays
Invoiced • 184 days old
🚨
Primary Delay 6.0 days stuck in "Scheduled"
⏱️
Total Delay 12.7 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
2.0d / 0.5d SLA
Ready for Scheduling
0.0d / 1.0d SLA
L2 Screening
0.1d / 1.0d SLA
Awaiting Parts
5.4d / 3.0d SLA
Assigned
1.0d / 0.5d SLA
Scheduled
10.7d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Incomplete
4.6d
Reschedule
1.3d / 2.0d SLA
Completed
0.1d / 1.0d SLA
Closed
4.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

3/12/26-DK- NO SIGNATURE CAPTURED DUE TO NO EBT WO CREATED.

3/6/26 RBerry- Updated due date based on parts. Updated delay code to technician unavailable due to ASC notes below.


3/6 KSmith -- Scheduled for 3/12 with Christina. Chere is on PTO. Parts were shipped directly to FSE who is on PTO early next week. 9-11am

3/6 KSmith -- Sent email to schedule for 3/12

03/02/2026  JShoemaker : Ordered to Technician Trunk

3/2/26 lcoonrod sending to L2

New quote from case 00571577

Q-00032812

QUANTITY 1 PART NUMBER 46362 SCREW NEEDED FOR REPAIR.


3/2 KSmith -- Quote sent to customer. Valid until 3/27

2/24 KWeiss, Created case and sent to sales for quoting.

2/19/26 RBerry- Updated due date based on parts. Updated delay code.


2/27 KSmith -- Scheduled for 2/24 with Chere. 1-3pm WO-01350928

2/17 KSmith -- Sent email to Chere to schedule for 2/24 on WO-01350928

2/16 KSmith -- Needs scheduled with WO-01350928

2/11 KSmith -- Parts are listed in problem description but no PO entered

🔧 Work Performed
3/12-DK-INSTALLED SCREW FOR SIDE RAIL. SIDE RAIL WORKING PROPERLY. STRETCHER WORKING PROPERLY. 2/24-DK- FOUND PARTS ORDERED NOT CORRECT FOR SIDE RAIL REPAIR. CALLED HILLROM TECH SUPPORT. QUANTITY 1 PART NUMBER 46362 SCREW NEEDED FOR REPAIR.
🔍 Technician Findings
3/12-DK-INSTALL PART ORDERED 2/24-DK- FOUND PARTS ORDERED INCORRECT
⚠️ Problem Description
New quote from case 00571577 Q-00032812 QUANTITY 1 PART NUMBER 46362 SCREW NEEDED FOR REPAIR. device issue: rail won't stay up assest: 13049897 Tech should have the following parts in case they are needed for repairs. 1 shoulder bolt, 48645 1 bushing, 48643

Timeline

📞
Case Linked Feb 10, 2:41 PM
Case Number: 00567160
Subject: L2 Review - Omni * No quote needed per SMC until parts are confirmed
Status: Closed
📋
▶
2 Work Order Created Feb 11, 10:58 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 Feb 11, 11:08 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling, Assigned
To: Assigned, Entered
Duration in Previous: 9m, 0m
⏳ 2.0 business days
🔍
Status: L2 Screening by Jessica Foley Feb 12, 3:11 PM
From: Entered
To: L2 Screening
Duration in Previous: 1d 4h
📦
▶
2 Parts Requested Feb 12, 3:38 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Keith Weiss
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 27m
⏳ 2.0 business days
📅
▶
2 Status: Ready for Scheduling Feb 16, 2:27 PM
Status: Ready for Scheduling → Expenses Added
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
👷
▶
2 Technician Assigned Feb 16, 3:56 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1h 29m
🗓️
▶
2 Status: Scheduled Feb 17, 9:06 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-02-24T19:00:00.000+0000
⚠️ 6.0 business days
🔧
Status: Tech On Site by Darek Kirkpatrick Feb 24, 1:31 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 7d 4h
✔️
▶
3 Status: Completed Feb 24, 1:54 PM
Status: Completed → Labor Added → 2x Labor Added
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 0.5
⏱️
2x Labor Added
Type: Labor, Travel
Status: Open
Qty: 0.5, 12
⚠️ 5.0 business days
🔍
Status: L2 Screening by Leona Coonrod Mar 2, 10:48 AM
From: Incomplete
To: L2 Screening
Duration in Previous: 5d 20h
📦
▶
2 Parts Requested Mar 2, 10:56 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Keith Weiss
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 8m
⏳ 4.0 business days
🔩
▶
2 2x Parts Added Mar 5, 4:18 PM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Melissa Barrett
From: Awaiting Parts
To: Reschedule
Duration in Previous: 3d 5h
🗓️
▶
2 Status: Scheduled Mar 6, 1:23 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-03-12T13:30:00.000+0000
⚠️ 5.0 business days
⏱️
▶
2 2x Labor Added Mar 12, 9:16 AM
2x Labor Added → Status: Tech On Site
🔧
Status: Tech On Site by Darek Kirkpatrick
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 18h
⏱️
▶
2 Labor Added Mar 12, 9:44 AM
Labor Added → Status: Completed
✔️
Status: Completed by Darek Kirkpatrick
From: Tech On Site
To: Completed
Duration in Previous: 25m
⏱️
2x Labor Added Mar 12, 10:10 AM
Type: Labor, Travel
Status: Open
Qty: 0.5, 12
🏁
Status: Closed by Darek Kirkpatrick Mar 12, 10:19 AM
From: Completed
To: Closed
Duration in Previous: 34m
⏳ 4.0 business days
📄
Status: Ready to Bill by Diane Patton Mar 17, 10:11 AM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 4d 23h, 0m
🚨 10.0 business days
🧾
Invoice Created Mar 30, 11:10 AM
Invoice Number: SM-256689

Bottlenecks

Entered
Duration: 2.0 business days (threshold: 4.0 business hours)
Exceeded by 1.5 business days
Assigned
Duration: 1.0 business days (threshold: 4.0 business hours)
Exceeded by 4.0 business hours
Scheduled
Duration: 6.0 business days (threshold: 2.0 business days)
Exceeded by 4.0 business days
Awaiting Parts
Duration: 4.0 business days (threshold: 3.0 business days)
Exceeded by 1.0 business days
Scheduled
Duration: 4.7 business days (threshold: 2.0 business days)
Exceeded by 2.7 business days
Closed
Duration: 4.0 business days (threshold: 1.0 business days)
Exceeded by 3.0 business days

🔗 Related Artifacts

📞
Case 00567160
Closed
📦
Parts Order 00090287
Closed
📦
Parts Order 00091305
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P5
Type
Repair
Branch
N/A
Technician
Darek Kirkpatrick
Scheduled
Mar 12, 9:30 AM
Created
Feb 11, 10:58 AM
Invoice #
SM-256689

Work Details (11)

Name Type Status Qty Amount Date
WL-03107351 Expenses Open 1 $0.00 Feb 16, 2:30 PM
WL-03117812 Labor Open 0.5 $74.50 Feb 24, 1:55 PM
WL-03117813 Labor Open 0.5 $0.00 Feb 24, 1:56 PM
WL-03117814 Travel Open 12 - Feb 24, 1:56 PM
WL-03132052 Parts Open 1 $6.74 Mar 5, 4:18 PM
WL-03132053 Expenses Open 1 $0.00 Mar 5, 4:18 PM
WL-03140874 Labor Open 0.91666666666667 $90.00 Mar 12, 9:16 AM
WL-03140875 Travel Open 35 $0.00 Mar 12, 9:16 AM
WL-03140905 Labor Open 0.41666666666667 $74.50 Mar 12, 9:44 AM
WL-03140946 Labor Open 0.5 $0.00 Mar 12, 10:10 AM
WL-03140947 Travel Open 12 $0.00 Mar 12, 10:10 AM

Details