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WO-01351240 ↗ ServiceMax

PLANNED PARENTHOOD OF GREATER NEW YORK • Evaluation • P5

📍 Bronx Health Center 2nd & 3rd Floors — 349 EAST 149TH STREET 2ND & 3RD FLOORS, BRONX NY, 10451

Feb 11, 2026 → Feb 19, 2026

✅ Completed
P5
SLA Clock
5 business days from creation · Target: Feb 19, 2026
✓ SLA Met
Active: 5 biz days
Budget: 5 biz days
🕐 Clock stopped: Completed (Feb 19, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 11 → Feb 11, 2026
0 business days (counted)
Running total: 0 of 5 biz days used
2d
▶ Clock Running
Status: Ready for Scheduling
Feb 11 → Feb 13, 2026
2 business days (counted)
Running total: 2 of 5 biz days used
▶ Clock Running
Status: Assigned
Feb 13 → Feb 13, 2026
0 business days (counted)
Running total: 2 of 5 biz days used
2d
▶ Clock Running
Status: Scheduled
Feb 13 → Feb 18, 2026
2 business days (counted)
Running total: 4 of 5 biz days used
▶ Clock Running
Status: Tech On Site
Feb 18 → Feb 18, 2026
0 business days (counted)
Running total: 4 of 5 biz days used
▶ Clock Running
Status: Completed
Feb 18 → Feb 18, 2026
0 business days (counted)
Running total: 4 of 5 biz days used
1d
▶ Clock Running
Status: Incomplete
Feb 18 → Feb 19, 2026
1 business day (counted)
Running total: 5 of 5 biz days used
Created: Feb 11, 2026 Completed: Feb 19, 2026
Business Days Used 5 / 5
0 5d budget
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Feb 11 → Feb 11 Created ▶ Running 0 0 / 5
Feb 11 → Feb 13 Ready for Scheduling ▶ Running 2 2 / 5
Feb 13 → Feb 13 Assigned ▶ Running 0 2 / 5
Feb 13 → Feb 18 Scheduled ▶ Running 2 4 / 5
Feb 18 → Feb 18 Tech On Site ▶ Running 0 4 / 5
Feb 18 → Feb 18 Completed ▶ Running 0 4 / 5
Feb 18 → Feb 19 Incomplete ▶ Running 1 5 / 5
Dispatch 0.0d
Coordinators 4.2d
Field Work 0.1d
Incomplete 2.0d (excluded)
Billing 0.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
4.2 days
Over SLA
Field Work
0.1 days
Incomplete (excluded from total)
2.0 days
Billing
0.0 days
Created: Feb 11, 2026 Due: Feb 18, 2026 Completed: Feb 19, 2026 (on time)
📅
5.2 days Total Age
⏱️
2.7d in Closed Longest Stage
🔄
7 transitions Status Changes
⚠️
2.9d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
1 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

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Originating Case

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🎫
Case #00564937
L2 review - HCP
Closed
Q-00032406 2x repair WOs asset #1: 13228383 - exam light on wheels Welch Allyn - GS300 Technician to evaluate and determine if repairable. asset #2: 13228302 - exam light that is attached to the exam table Ritter/Midmark - 253-012 Notes: Exam light is broken and needs to be replaced. Light arm is hanging from the base. Technician to evaluate light and determine parts needed or if light should be replaced.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Michelle Moore
Owner
Shelby Robinson
Created
Feb 3, 2026
Work Orders from this Case (2)
WO-01351240 (current) Invoiced
Evaluation • Mohamed Shareed
Created: Feb 11, 2026 • Closed: Feb 19, 2026
WO-01351244 Invoiced
Evaluation • Mohamed Shareed
Created: Feb 11, 2026 • Closed: Feb 19, 2026
Completed with minor delays
Invoiced • 183 days old
🚨
Primary Delay 2.7 days stuck in "Closed"
⏱️
Total Delay 2.9 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
2.2d / 1.0d SLA
Scheduled
2.0d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Incomplete
2.0d
Closed
2.7d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/19/26 lcoonrod

follow up in case 00570339

2/19 KWeiss, Chatter sent to tech, This evaluation w/o will need to be closed for dispatch to create a repair case. We can not quote from an evaluation w/o. Also, we do not sell finished products. Customer would need to contact their distributor for replacement.

2/13 KSmith -- FSEs are scheduled to be onsite on 2/17 on WO-01313835

🔧 Work Performed
Spoke to Todd at Welch Allyn advised no field repairs can be made to these gs300 exam lights. Tried different power cord same issue light does not turn on. Recommend replacing exam light OEM part#44410
🔍 Technician Findings
Found mobile exam light not turning on.
⚠️ Problem Description
Q-00032406 asset #1: 13228383 - exam light on wheels Welch Allyn - GS300 Technician to evaluate and determine if repairable. https://www.ebiotrack.com/omnicor/workorder.php?wo=7087

Timeline

📞
Case Linked Feb 3, 3:43 PM
Case Number: 00564937
Subject: L2 review - HCP
Status: Closed
⚠️ 7.0 business days
📋
▶
2 Work Order Created Feb 11, 5:24 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Shelby Robinson
From: Entered
To: Ready for Scheduling
Duration in Previous: 3m
⏳ 2.8 business days
👷
▶
3 Technician Assigned Feb 13, 11:05 AM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 1d 17h, 0m
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-02-17T13:00:00.000+0000
⏳ 2.0 business days
🔧
Status: Tech On Site by Mohamed Shareed Feb 17, 7:18 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 8h
⏱️
▶
2 Labor Added Feb 17, 8:04 PM
Labor Added → Status: Completed
✔️
Status: Completed by Mohamed Shareed
From: Tech On Site, Completed
To: Completed, Incomplete
Duration in Previous: 50m
⏳ 2.5 business days
✔️
Status: Completed by Mohamed Shareed Feb 19, 1:16 PM
From: Incomplete, Completed
To: Completed, Closed
Duration in Previous: 1d 17h, 0m
⏳ 3.0 business days
📄
▶
2 Status: Ready to Bill Feb 23, 2:40 PM
Status: Ready to Bill → Status: Invoice Pending
📨
Status: Invoice Pending by Diane Patton
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 2m, 0m
🚨 49.0 business days
🧾
Invoice Created Apr 30, 11:25 PM
Invoice Number: SM-254677

Bottlenecks

Ready for Scheduling
Duration: 2.2 business days (threshold: 1.0 business days)
Exceeded by 1.2 business days
Scheduled
Duration: 2.0 business days (threshold: 2.0 business days)
Exceeded by 0.2 business hours
Closed
Duration: 2.7 business days (threshold: 1.0 business days)
Exceeded by 1.7 business days

🔗 Related Artifacts

📞
Case 00564937
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P5
Type
Evaluation
Branch
N/A
Technician
Mohamed Shareed
Scheduled
Feb 17, 8:00 AM
Created
Feb 11, 5:24 PM
Invoice #
SM-254677

Work Details (1)

Name Type Status Qty Amount Date
WL-03109457 Labor Open 1 $149.00 Feb 17, 8:04 PM

Details