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WO-01351825 ↗ ServiceMax

LUTHERAN CARE • Depot - Syracuse • PSM

📍 LUTHERAN CARE — 108 UTICA ROAD, CLINTON NY, 13323

Feb 16, 2026 → Mar 25, 2026

✅ Completed
PSM
SLA Clock
Last business day of February 2026 · Target: Feb 27, 2026
✗ SLA Missed (6 biz days late)
Active: 16 biz days
Paused: 11 biz days
🕐 Clock stopped: Completed (Mar 25, 2026)
▶ Clock Running
Status: Created
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)
8d
▶ Clock Running
Status: On Hold
Mar 2 → Mar 12, 2026
8 business days (counted)
Running total: 15 of ? biz days used
⏸8d
⏸ Clock Paused
Status: Awaiting Parts
Mar 12 → Mar 24, 2026
8 business days (not counted)
▶ Clock Running
Status: Reschedule
Mar 24 → Mar 24, 2026
0 business days (counted)
Running total: 15 of ? biz days used
▶ Clock Running
Status: Completed
Mar 24 → Mar 24, 2026
0 business days (counted)
Running total: 15 of ? biz days used
▶ Clock Running
Status: Scheduled
Mar 24 → Mar 25, 2026
1 business day (counted)
Running total: 16 of ? biz days used
Created: Feb 16, 2026 Completed: Mar 25, 2026
Show SLA Clock Detail (9 periods)
Period Status Clock Biz Days Running Total
Feb 16 → Feb 16 Created ▶ 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 12 On Hold ▶ Running 8 15
Mar 12 → Mar 24 Awaiting Parts ⏸ Paused 8 —
Mar 24 → Mar 24 Reschedule ▶ Running 0 15
Mar 24 → Mar 24 Completed ▶ Running 0 15
Mar 24 → Mar 25 Scheduled ▶ Running 1 16
Material Management 12.5d
Holding 8.6d (excluded)
Coordinators 2.3d
Field Work 0.0d
Incomplete 7.0d (excluded)
✗ SLA Missed
Material Management
12.5 days
Over SLA
Holding (excluded from total)
8.6 days
Coordinators
2.3 days
Field Work
0.0 days
Incomplete (excluded from total)
7.0 days
Created: Feb 16, 2026 Due: Feb 27, 2026 Completed: Mar 25, 2026 (25 days late)
📅
27.0 days Total Age
⏱️
9.0d in Awaiting Parts Longest Stage
🔄
10 transitions Status Changes
⚠️
7.5d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
12 lines Work Details
🏠
2 visits On-Site Trips
📋
Coordinator Scheduling
🔄
2 On-Site Visits (1 reschedule)
2 on-site visits — follow-up trip required
Visit 1 Mar 12, 2026
Visit 2 Mar 25, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00543794
11/13 following up on request chattered Ryan -RE: Concentrator repair
Closed
I still have the 3 concentrators (our machines) here for pickup and quote for repair, at Pres Home. They've been sitting here since September sometime. And have the 2 old machines (not repairable) (mentioned below) if Emsar wanted them, for parts to repair ours with. Pics attached.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Michael Sulton
Owner
Jessica Sells
Created
Nov 13, 2025
Work Orders from this Case (4)
WO-01315310 Invoiced
Delivery • Taylor Duda
Created: Nov 14, 2025 • Closed: Dec 4, 2025
WO-01351825 (current) Invoiced
Depot - Syracuse • Ryan Schwochow
Created: Feb 16, 2026 • Closed: Mar 25, 2026
WO-01351830 Invoiced
Depot - Syracuse • Taylor Duda
Created: Feb 16, 2026 • Closed: May 20, 2026
WO-01357129 On Hold
Depot
Created: Mar 12, 2026
Completed with minor delays
Invoiced • 178 days old
🚨
Primary Delay 9.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 7.5 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Tech On Site
0.0d / 1.0d SLA
Incomplete
7.0d
Assigned
0.4d / 0.5d SLA
Awaiting Parts
12.5d / 3.0d SLA
On Hold
8.6d
Reschedule
0.0d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Scheduled
2.0d / 2.0d SLA
Closed
2.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

3/24 TD- Unit repaired & delivered back to site.

3/19 TD- Received sieve beds back. Will repair next week.

3/5-RS: Taylor sent the sieve beds to glenn medical - awaiting their return -

RMA Tracking Number 1Z01E3E79094470477


2/25 KHardison, Added Q-00032573 for parts order.

2/16-RS; Submitting quote

🔧 Work Performed
Evaluated unit. Unit Shuts down after 15 seconds of running - needs all filters replaced - cleaned and sieve beds repoured - 16409 hrs 1x hr labor 1x FIL1520 - intake filer 1x - FIL2034 1x- SBD0355 - Sieve Bed repour 1x shipping @28 (for the repour) INSTALLED SIEVE BEDS & FILTERS. REMOVED BAD POWER CORD & INSTALLED NEW. UNIT RUNNING AT 94%. service completed - deliver - 03/25/2026
🔍 Technician Findings
Shuts down after 15 seconds of running - needs all filters replaced - cleaned and sieve beds repoured - 16409 hrs 1x hr labor 1x FIL1520 - intake filer 1x - FIL2034 1x- SBD0355 - Sieve Bed repour 1x shipping @28 (for the repour)
⚠️ Problem Description
Added Q-00032573 for parts order. I still have the 3 concentrators (our machines) here for pickup and quote for repair, at Pres Home. They've been sitting here since September sometime. And have the 2 old machines (not repairable) (mentioned below) if Emsar wanted them, for parts to repair ours with. Pics attached. Invacare -IRC10lx Asset ID#: 12982842 S/N: 11HF004373

Timeline

📞
Case Linked Nov 13, 3:49 PM
Case Number: 00543794
Subject: 11/13 following up on request chattered Ryan -RE: Concentrator repair
Status: Closed
🚨 62.0 business days
📋
▶
2 Work Order Created Feb 16, 11:02 AM
Work Order Created → Status: Incomplete
⚠️
Status: Incomplete by Ryan Schwochow
From: Tech On Site
To: Incomplete
Duration in Previous: 2m
⚠️ 7.0 business days
👷
▶
2 Status: Assigned Feb 25, 11:50 AM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Kimberly Hardison
Technician: a0h8Y00000Jzl1WQAR, Ryan Schwochow
📦
▶
2 Parts Requested Feb 25, 2:51 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Ryan Schwochow
From: Assigned
To: Awaiting Parts
Duration in Previous: 3h 0m
📦
Parts Requested Feb 25, 2:58 PM
Order: 00091080
Status: Closed
💵
Expenses Added Feb 25, 5:06 PM
Type: Expenses
Status: Open
Qty: 1
⏳ 3.9 business days
⏸️
Status: On Hold by Kathryn Coombs Mar 2, 2:16 PM
From: Awaiting Parts
To: On Hold
Duration in Previous: 4d 23h
⚠️ 9.0 business days
📦
Status: Awaiting Parts by Ryan Schwochow Mar 12, 10:26 AM
From: On Hold
To: Awaiting Parts
Duration in Previous: 9d 19h
🔩
5x Parts Added Mar 12, 10:31 AM
Type: Parts, Labor
Status: Open
Qty: 1, 2
⚠️ 9.0 business days
💵
▶
3 Expenses Added Mar 24, 12:03 PM
Expenses Added → Status: Reschedule → Status: Completed
🔄
Status: Reschedule by Taylor Duda
From: Awaiting Parts
To: Reschedule
Duration in Previous: 12d 1h
✔️
Status: Completed by Taylor Duda
From: Reschedule
To: Completed
Duration in Previous: 1m
🗓️
▶
2 Status: Scheduled Mar 24, 12:16 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-03-25T14:00:00.000+0000
⏱️
▶
2 5x Labor Added Mar 25, 10:39 AM
5x Labor Added → Status: Completed
✔️
Status: Completed by Taylor Duda
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 22h 24m, 0m
⏳ 2.0 business days
📄
Status: Ready to Bill by Diane Patton Mar 26, 11:10 AM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 1d 0h, 0m
🚨 73.0 business days
🧾
Invoice Created Jul 9, 10:26 AM
Invoice Number: SM-257482

Bottlenecks

Awaiting Parts
Duration: 3.5 business days (threshold: 3.0 business days)
Exceeded by 4.1 business hours
Awaiting Parts
Duration: 9.0 business days (threshold: 3.0 business days)
Exceeded by 6.0 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00543794
Closed
📦
Parts Order 00091079
Closed
📦
Parts Order 00091080
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Depot - Syracuse
Branch
N/A
Technician
Ryan Schwochow
Scheduled
Mar 25, 10:00 AM
Created
Feb 16, 11:02 AM
Invoice #
SM-257482

Work Details (12)

Name Type Status Qty Amount Date
WL-03119894 Expenses Open 1 $33.62 Feb 25, 5:06 PM
WL-03141010 Parts Open 1 $5.06 Mar 12, 10:31 AM
WL-03141011 Parts Open 2 $5.00 Mar 12, 10:31 AM
WL-03141012 Parts Open 1 $27.47 Mar 12, 10:31 AM
WL-03141013 Parts Open 1 $135.00 Mar 12, 10:31 AM
WL-03141014 Labor Open 1 $149.00 Mar 12, 10:31 AM
WL-03156772 Expenses Open 1 $0.00 Mar 24, 12:03 PM
WL-03158440 Labor Open 1.5 $90.00 Mar 25, 10:39 AM
WL-03158441 Labor Open 0.5 $74.50 Mar 25, 10:39 AM
WL-03158442 Labor Open 1.25 $0.00 Mar 25, 10:39 AM
WL-03158443 Travel Open 65 $0.00 Mar 25, 10:39 AM
WL-03158444 Travel Open 53 $0.00 Mar 25, 10:39 AM

Details