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WO-01351810 ↗ ServiceMax

ST CAMILLUS • Depot - Syracuse • PSM

📍 ST CAMILLUS — 813 FAY ROAD, SYRACUSE NY, 13219

Feb 16, 2026 → Mar 12, 2026

✅ Completed
PSM
SLA Clock
Last business day of February 2026 · Target: Feb 27, 2026
✗ SLA Missed (4 biz days late)
Active: 14 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: Incomplete
Feb 16 → Feb 16, 2026
0 business days (counted)
Running total: 0 of ? biz days used
13d
▶ Clock Running
Status: L2 Screening
Feb 16 → Mar 5, 2026
13 business days (counted)
Running total: 13 of ? biz days used
▶ Clock Running
Status: Completed
Mar 5 → Mar 6, 2026
1 business day (counted)
Running total: 14 of ? biz days used
▶ Clock Running
Status: Assigned
Mar 6 → Mar 6, 2026
0 business days (counted)
Running total: 14 of ? biz days used
Created: Feb 16, 2026 Completed: Mar 6, 2026
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Feb 16 → Feb 16 Created ▶ Running 0 0
Feb 16 → Feb 16 Incomplete ▶ Running 0 0
Feb 16 → Mar 5 L2 Screening ▶ Running 13 13
Mar 5 → Mar 6 Completed ▶ Running 1 14
Mar 6 → Mar 6 Assigned ▶ Running 0 14
Dispatch 13.0d
Coordinators 0.1d
Field Work 6.5d
✗ SLA Missed
Dispatch
13.0 days
Over SLA
Coordinators
0.1 days
Field Work
6.5 days
Over SLA
Created: Feb 16, 2026 Due: Feb 27, 2026 Completed: Mar 12, 2026 (12 days late)
📅
18.0 days Total Age
⏱️
13.0d in L2 Screening Longest Stage
🔄
7 transitions Status Changes
⚠️
19.5d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
2 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00525917
Closed
Pickup 13065447 - Invacare - IRC5LX02 (A) - WO-01293051 13065473 - Invacare - IRC5LX (A) - WO-01293049
Priority
High
Origin
Email
Reason
New Case
Contact
Brian Benton
Owner
Shelby Robinson
Created
Sep 10, 2025
Work Orders from this Case (2)
WO-01303542 Invoiced
Delivery • Taylor Duda
Created: Sep 10, 2025 • Closed: Sep 25, 2025
WO-01351810 (current) Invoiced
Depot - Syracuse • Ryan Schwochow
Created: Feb 16, 2026 • Closed: Mar 12, 2026
Completed with significant delays
Invoiced • 179 days old
🚨
Primary Delay 13.0 days stuck in "L2 Screening"
⏱️
Total Delay 19.5 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
Incomplete
0.0d
L2 Screening
13.0d / 1.0d SLA
Completed
6.5d / 1.0d SLA
Assigned
0.1d / 0.5d SLA
Closed
4.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

3/12 TD- Unit was delivered to site.

3/5 TD- QUOTE APPROVED ON 2/16. UNIT REPAIRED & READY TO BE RETURNED TO SITE. Marked serviced & added event on calendar.

2/16 KHardison - Added Q-00032568 for parts.

2/16-RS; Submitting quote

🔧 Work Performed
cleaned unit and replaced filters. running at 95%. unit has 60766hrs installed new filter.
🔍 Technician Findings
unit needs cleaned and filters replaced
⚠️ Problem Description
Q-00032568 Invacare - IRC5LX02 (A) Asset ID#: 13065473 S/N: 05e902931

Timeline

📞
Case Linked Sep 10, 9:27 AM
Case Number: 00525917
Subject:
Status: Closed
🚨 106.0 business days
📋
▶
2 Work Order Created Feb 16, 10:44 AM
Work Order Created → Status: Incomplete
⚠️
Status: Incomplete by Ryan Schwochow
From: Entered
To: Incomplete
Duration in Previous: 1m
🔍
Status: L2 Screening by Kimberly Hardison Feb 16, 11:54 AM
From: Incomplete
To: L2 Screening
Duration in Previous: 1h 8m
🚨 13.0 business days
🔩
Parts Added Mar 5, 11:00 AM
Type: Parts
Status: Open
Qty: 1
✔️
Status: Completed by Taylor Duda Mar 5, 11:06 AM
From: L2 Screening
To: Completed
Duration in Previous: 16d 23h
⏳ 2.0 business days
⏱️
▶
3 Labor Added Mar 6, 1:50 PM
Labor Added → Technician Assigned → Status: Assigned
👷
Technician Assigned by Ryan Schwochow
Technician: a0h8Y00000Jzl1WQAR, Ryan Schwochow
👷
Status: Assigned by Ryan Schwochow
From: Completed
To: Assigned
Duration in Previous: 1d 2h
✔️
Status: Completed by Ryan Schwochow Mar 6, 2:42 PM
From: Assigned
To: Completed
Duration in Previous: 52m
⏳ 4.9 business days
🏁
Status: Closed by Taylor Duda Mar 12, 8:32 AM
From: Completed
To: Closed
Duration in Previous: 5d 16h
⏳ 4.0 business days
📄
▶
2 Status: Ready to Bill Mar 17, 10:07 AM
Status: Ready to Bill → Invoice Created
🧾
Invoice Created
Invoice Number: SM-256688

Bottlenecks

L2 Screening
Duration: 13.0 business days (threshold: 1.0 business days)
Exceeded by 12.0 business days
Completed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 7.9 business hours
Completed
Duration: 4.5 business days (threshold: 1.0 business days)
Exceeded by 3.5 business days
Closed
Duration: 4.0 business days (threshold: 1.0 business days)
Exceeded by 3.0 business days

🔗 Related Artifacts

📞
Case 00525917
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Depot - Syracuse
Branch
N/A
Technician
Ryan Schwochow
Scheduled
N/A
Created
Feb 16, 10:44 AM
Invoice #
SM-256688

Work Details (2)

Name Type Status Qty Amount Date
WL-03131333 Parts Open 1 $5.06 Mar 5, 11:00 AM
WL-03133639 Labor Open 1 $149.00 Mar 6, 1:50 PM

Details