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WO-01351804 ↗ ServiceMax

PRESBYTERIAN HOME • Depot - Syracuse • PSM

📍 PRESBYTERIAN HOME- CONCENTRATORS — 4290 MIDDLE SETTLEMENT RD, NEW HARTFORD NY, 13413

Feb 16, 2026 → Mar 23, 2026

✅ Completed
PSM
SLA Clock
Last business day of February 2026 · Target: Feb 27, 2026
✗ SLA Missed (1 biz days late)
Active: 11 biz days
Paused: 3 biz days
🕐 Clock stopped: Completed (Mar 6, 2026)
▶ Clock Running
Status: Created
Feb 16 → Feb 16, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 16 → Feb 16, 2026
0 business days (counted)
Running total: 0 of ? biz days used
7d
▶ Clock Running
Status: Incomplete
Feb 16 → Feb 25, 2026
7 business days (counted)
Running total: 7 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 25 → Feb 25, 2026
0 business days (counted)
Running total: 7 of ? biz days used
⏸3d
⏸ Clock Paused
Status: Awaiting Parts
Feb 25 → Mar 2, 2026
3 business days (not counted)
3d
▶ Clock Running
Status: On Hold
Mar 2 → Mar 5, 2026
3 business days (counted)
Running total: 10 of ? biz days used
▶ Clock Running
Status: Completed
Mar 5 → Mar 6, 2026
1 business day (counted)
Running total: 11 of ? biz days used
▶ Clock Running
Status: Assigned
Mar 6 → Mar 6, 2026
0 business days (counted)
Running total: 11 of ? biz days used
▶ Clock Running
Status: Closed
Mar 6 → Mar 6, 2026
0 business days (counted)
Running total: 11 of ? biz days used
▶ Clock Running
Status: Completed
Mar 6 → Mar 6, 2026
0 business days (counted)
Running total: 11 of ? biz days used
▶ Clock Running
Status: Assigned
Mar 6 → Mar 6, 2026
0 business days (counted)
Running total: 11 of ? biz days used
Created: Feb 16, 2026 Completed: Mar 6, 2026
Show SLA Clock Detail (11 periods)
Period Status Clock Biz Days Running Total
Feb 16 → Feb 16 Created ▶ Running 0 0
Feb 16 → Feb 16 Assigned ▶ Running 0 0
Feb 16 → Feb 25 Incomplete ▶ Running 7 7
Feb 25 → Feb 25 Assigned ▶ Running 0 7
Feb 25 → Mar 2 Awaiting Parts ⏸ Paused 3 —
Mar 2 → Mar 5 On Hold ▶ Running 3 10
Mar 5 → Mar 6 Completed ▶ Running 1 11
Mar 6 → Mar 6 Assigned ▶ Running 0 11
Mar 6 → Mar 6 Closed ▶ Running 0 11
Mar 6 → Mar 6 Completed ▶ Running 0 11
Mar 6 → Mar 6 Assigned ▶ Running 0 11
Material Management 3.6d
Holding 3.6d (excluded)
Coordinators 0.3d
Field Work 13.6d
Incomplete 7.0d (excluded)
✗ SLA Missed
Material Management
3.6 days
Over SLA
Holding (excluded from total)
3.6 days
Coordinators
0.3 days
Field Work
13.6 days
Over SLA
Incomplete (excluded from total)
7.0 days
Created: Feb 16, 2026 Due: Feb 27, 2026 Completed: Mar 23, 2026 (23 days late)
📅
25.0 days Total Age
⏱️
11.6d in Completed Longest Stage
🔄
11 transitions Status Changes
⚠️
13.2d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
4 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00525164
Pickup. Waiting for customer response.
Closed
Depot Pickup (last 4 digits Emsar ID) #2826 - unknown, not working #5341 - alarm going off
Priority
Standard
Origin
Email
Reason
New Case
Contact
Michael Sulton
Owner
Kimberly Hardison
Created
Sep 8, 2025
Work Orders from this Case (3)
WO-01303398 Invoiced
Delivery • Taylor Duda
Created: Sep 9, 2025 • Closed: Oct 6, 2025
WO-01311449 Invoiced
Depot - Syracuse • Ryan Schwochow
Created: Oct 27, 2025 • Closed: Apr 9, 2026
WO-01351804 (current) Invoiced
Depot - Syracuse • Ryan Schwochow
Created: Feb 16, 2026 • Closed: Mar 23, 2026
Completed with significant delays
Invoiced • 178 days old
🚨
Primary Delay 11.6 days stuck in "Completed"
⏱️
Total Delay 13.2 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Awaiting Parts
3.6d / 3.0d SLA
Assigned
0.3d / 0.5d SLA
Incomplete
7.0d
On Hold
3.6d
Completed
13.6d / 1.0d SLA
Closed
2.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

3/24 TD- Unit will be returned to site tomorrow.

3/5 TD- QUOTE APPROVED. UNIT REPAIRED & READY TO BE RETURNED TO SITE. Marked serviced.

2/25-RS; Quote approved - submitting parts Order

2/16-RS; Submitting quote

🔧 Work Performed
found loose parts causing rattling & resecured . RUNNING AT 94% REPLACED FILTERS
🔍 Technician Findings
Unit needs cleaned and repaired/pm'd
⚠️ Problem Description
Q-00032574 O2 concentrator RESPIRONICS - EVERFLO Asset ID#: 12995341 S/N: 0554771 Unit needs cleaned and repaired/pm'd found loose parts causing rattling - resecured - 94% O2 @ 5lpm 1x- FIL1005 1x- FIL1530 1x hr labor 1x travel O2 concentrator RESPIRONICS - EVERFLO Asset ID#: 12995341 S/N: 0554771

Timeline

📞
Case Linked Sep 8, 9:04 AM
Case Number: 00525164
Subject: Pickup. Waiting for customer response.
Status: Closed
🚨 108.0 business days
📋
▶
3 Work Order Created Feb 16, 10:34 AM
Work Order Created → Status: Assigned → Status: Incomplete
👷
Status: Assigned by Ryan Schwochow
From: Awaiting Parts
To: Assigned
Duration in Previous: 0m
⚠️
Status: Incomplete by Ryan Schwochow
From: Assigned
To: Incomplete
Duration in Previous: 1m
⚠️ 7.0 business days
👷
▶
2 Technician Assigned Feb 25, 11:34 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Jessica Sells
From: Incomplete
To: Assigned
Duration in Previous: 9d 0h
📦
▶
2 Parts Requested Feb 25, 2:18 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Ryan Schwochow
From: Assigned
To: Awaiting Parts
Duration in Previous: 2h 43m
⏳ 4.0 business days
⏸️
Status: On Hold by Kathryn Coombs Mar 2, 2:16 PM
From: Awaiting Parts
To: On Hold
Duration in Previous: 4d 23h
⏳ 4.0 business days
🔩
▶
2 2x Parts Added Mar 5, 11:12 AM
2x Parts Added → Status: Completed
✔️
Status: Completed by Taylor Duda
From: On Hold
To: Completed
Duration in Previous: 2d 20h
⏳ 2.0 business days
⏱️
▶
6 Labor Added Mar 6, 1:45 PM
Labor Added → Status: Assigned → Technician Assigned → Status: Closed → Technician Assigned → Status: Completed
👷
Status: Assigned by Ryan Schwochow
From: Completed
To: Assigned
Duration in Previous: 1d 2h
👷
Technician Assigned by Ryan Schwochow
Technician: Taylor Duda
🏁
Status: Closed by Ryan Schwochow
From: Assigned, Closed, Completed
To: Closed, Completed, Assigned
Duration in Previous: 1m, 0m
👷
Technician Assigned by Ryan Schwochow
Technician: Ryan Schwochow
✔️
Status: Completed by Ryan Schwochow
From: Assigned
To: Completed
Duration in Previous: 0m
🚨 11.9 business days
🏁
Status: Closed by Ryan Schwochow Mar 23, 8:25 AM
From: Completed
To: Closed
Duration in Previous: 16d 17h
⏳ 2.0 business days
💵
▶
2 Expenses Added Mar 24, 11:29 AM
Expenses Added → Status: Ready to Bill
📄
Status: Ready to Bill by Diane Patton
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 1d 3h, 0m
🧾
Invoice Created Mar 24, 12:08 PM
Invoice Number: SM-257327

Bottlenecks

Awaiting Parts
Duration: 3.6 business days (threshold: 3.0 business days)
Exceeded by 4.7 business hours
Completed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 7.8 business hours
Completed
Duration: 11.6 business days (threshold: 1.0 business days)
Exceeded by 10.6 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00525164
Closed
📦
Parts Order 00091074
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Depot - Syracuse
Branch
N/A
Technician
Ryan Schwochow
Scheduled
N/A
Created
Feb 16, 10:34 AM
Invoice #
SM-257327

Work Details (4)

Name Type Status Qty Amount Date
WL-03131347 Parts Open 1 $1.32 Mar 5, 11:12 AM
WL-03131348 Parts Open 1 $17.00 Mar 5, 11:12 AM
WL-03133615 Labor Open 1 $149.00 Mar 6, 1:45 PM
WL-03156741 Expenses Open 1 $29.70 Mar 24, 11:29 AM

Details