Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01297338 ↗ ServiceMax

STANCLIFF HOSE COMPANY • Repair • P7

📍 Stancliff Hose Company — 328 High Street, Waterford PA, 16441

Aug 12, 2025 → Jan 14, 2026

✅ Completed
P7 7 business days from creation
Target: Aug 21, 2025
🕐 Clock stopped: Completed (Jan 14)
⏸ 55d excluded (parts wait + holding)
✗ SLA Missed (90d late)
Dispatch 0.3d
Material Management 41.7d
Coordinators 28.3d
Field Work 20.8d
Incomplete 15.0d (excluded)
Billing 14.9d
✗ SLA Missed
Dispatch
0.3 days
Material Management
41.7 days
Over SLA
Coordinators
28.3 days
Over SLA
Field Work
20.8 days
Over SLA
Incomplete (excluded from total)
15.0 days
Billing
14.9 days
Over SLA
Created: Aug 12, 2025 Due: Jan 12, 2026 Completed: Jan 14, 2026 (1 days late)
📅
111.7 days Total Age
⏱️
27.5d in Awaiting Parts Longest Stage
🔄
30 transitions Status Changes
⚠️
70.6d over Total Delay
📦
3 orders, 0 quotes Parts & Quotes
📝
22 lines Work Details
🚩
3 visits On-Site Trips
📋
Coordinator Scheduling
🚩
3 On-Site Visits (2 reschedules)
3 on-site visits — why were multiple trips needed?
Visit 1 Aug 27, 2025
Visit 2 Nov 13, 2025
Visit 3 Jan 12, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00516444
Stancliff Hose Company - PM/Repair
Closed
Q-00029373 8/11/25 NB - CUSTOMER CALLED TO REPORT ADDITIONAL ISSUE WITH iNX/LOCKDOWN: 'Cot isn't staying locked in the locking mechanism' iNLine (Series) 30047 *****Schedule ASAP Customer requests PMs + repairs & parts. PM/repair + parts on: Cot iNX 16F002799 - up & down control arm buttons - all new wheels + castors Parts needed 1 button kit, 0906026 2 caster/wheel w/brake, 0806068 2 caster/wheel no brake, 0806069 PMs also needed on: 6252 Stair-PRO 070139940 iNLine (Series) 30047 **SALES/DISPATCH/BILLING: Customer has 1 repair call remaining under current contract (exp. 8/31/25). NOTE to carry through to billing review: Travel & repair labor will be covered if scheduled before September***
Priority
High
Origin
Phone
Reason
New Case
Contact
Shawn Fox
Owner
Sherry Reich
Created
Aug 5, 2025
Work Orders from this Case (1)
WO-01297338 (current) Invoiced
Repair • Brandon Green
Created: Aug 12, 2025 • Closed: Jan 14, 2026
Completed with significant delays
Invoiced • 275 days old
🚨
Primary Delay 27.5 days stuck in "Awaiting Parts"
⏱️
Total Delay 70.6 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
L2 Screening
0.2d / 1.0d SLA
Awaiting Parts
41.7d / 3.0d SLA
Ready for Scheduling
2.9d / 1.0d SLA
Assigned
5.0d / 0.5d SLA
Scheduled
11.6d / 2.0d SLA
Tech On Site
1.1d / 1.0d SLA
Incomplete
15.0d
Completed
19.7d / 1.0d SLA
Closed
4.1d / 1.0d SLA
L2 Review
2.1d
WO Correction Needed
10.0d
Reschedule
8.8d / 2.0d SLA
Ready to Bill
0.0d / 1.0d SLA
Invoice Pending
4.9d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

TBA exceeded quote due to additional parts

1/15 KWeiss, Reviewed pictures and closing w/o for billing review.

1/15/26 SReich - Marking as follow up resolved per chatter from tech: a follow up is not needed. cot needs to go back to Ferno.


1/15/26 DPatton - placing in L2 Review (INX cot repair)

1/13/2026 Sramen - chatter to FSE/SUP/JWhalen. Reschedule status with a delay code of site requested revisit is not the proper process. Changed delay to tech related and waiting for this to be placed into a correct status. This is not ready to reschedule.


1/7/2026 CRamen spoke to Shawn and scheduled for Monday 1/12/2026 with tech arrival between 8-10am. Tracking 1Z01E3E70394297113 shows parts delivering today. 



1/6/2026 Sramen - found on the open WOs with serviced/closed dates. I removed the serviced & closed dates and found that while nobody replied to me, LYoder entered a parts order and AGreene filled the order. Parts will ship today or tomorrow.


1/62026 Sramen - sent SECOND request for assistance on getting the part issue resolved.

12/29/2025 Sramen - pushing due date to Jan. This CANNOT be scheduled until we resolve the parts issue. I sent chatter to LYoder/AGreene/BKnudson to help resolve this issue.


12/29/25 RBerry- Chattered: @Brandon Green​ Did you ever receive the display for this repair? @Lawrence Yoder​ @Charles Ramen​ 



12/29/25 RBerry- Customer reached out to MOwens stating: I just spoke to Shawn Fox concerning WO 1297338. He is asking about the update on the display board and he said he is still having a problem with this stretcher locking into the ambulance and needs another visit for that issue. See internal notes about he display board


Per teams chat from LYoder: Reopen WO and send Brandon to return.


12/15 KWeiss, Placing w/o in w/o correction needed. Missing required pictures of the 2 cable channel covers in place and wiring from covers to control box. Please see EMSAR U course, iNX and Power X1 required photos.

12/03 LY - sent keith F, a message about the KIT SLEEP MODE UPDATE INX- REPLACEMENT FOR 0806064. still waiting for the sleep kit to arrive


11/7/2025 CRamen Shawn returned call and confirmed schedule for Thursday 11/13/2025 with tech arrival between 1-3pm.

11/7/2025 CRamen left a vm for Shawn to return call to schedule for Thursday 11/13/2025 with tech arrival between 1-3pm.


11/6/2025 CRamen left a vm for Shawn to return call to schedule for Thursday 11/13/2025 with tech arrival between 1-3pm. 

11/6/2025 CRamen parts deliver today


11/5/2025 CRamen waiting for parts to ship to Brandon


9/17 KHardison, Added approved quote, Q-00029802, for parts.

8/28 KWeiss, Created case and sent to sales for quoting.

8/22 MOwens Shawn replied back to an email and said next Wed. 8/27 works the best for him for the repair/PMs.

8/22 MOwens Called to speak to Shawn Fox. Had to leave a vm for him to call back to schedule the service visit next week.

8/22 MOwens

Your shipment

1Z01E3E70398628347

Estimated delivery

Tomorrow, August 23 by 7:00 P.M.

🔧 Work Performed
Replaced load end casters and one operator end caster but the other one would not come off during visit. I gave up replacing today but when I return it will get replaced. Spoke with Keith Weiss regarding the cot power issue. He had determined that due to the battery missing from the control box and the battery cover door missing also that could cause the problem or its possible the display is dead. Both parts should be quoted just in case either or both are needed. Unknown labor time. I was unable to locate the battery part number or the battery cover part number for the control box. BG 11/13/2025 unable to replace castor castor nut is completed stripped and will have to reach out to Ferno to see what they advise we should do. screen does need replaced, was not shipped with parts on parts order. Did not recieive it battery box and battery replaced. follow up needed for screen 1/12/2025 BG replaced old style screen with upgraded sleep mode screen adjusted cables in control box updated script and software tested unit unit working as intended and placed back into service cot still has a castor that needs replaced and threads are completely stripped will need to contact Ferno on how to proceed
🔍 Technician Findings
Unit does not power on. When turned on the display flashes but nothing else happens.
⚠️ Problem Description
Q-00029802, parts order. Q-00029373 8/11/25 NB - CUSTOMER CALLED TO REPORT ADDITIONAL ISSUE WITH iNX/LOCKDOWN: 'Cot isn't staying locked in the locking mechanism' iNLine (Series) 30047 *****Schedule ASAP Customer requests PMs + repairs & parts. Repair + parts on: Cot iNX 16F002799 - up & down control arm buttons - all new wheels + castors Parts needed 1 button kit, 0906026 2 caster/wheel w/brake, 0806068 2 caster/wheel no brake, 0806069 **SALES/DISPATCH/BILLING: Customer has 1 repair call remaining under current contract (exp. 8/31/25). NOTE to carry through to billing review: Travel & repair labor will be covered if scheduled before September*** https://www.ebiotrack.com/workorder.php?wo=67409
📄 Description
Ferno iNX Powered Cot

Timeline

📞
Case Linked Aug 5, 12:00 PM
Case Number: 00516444
Subject: Stancliff Hose Company - PM/Repair
Status: Closed
⚠️ 6.0 business days
📋
Work Order Created Aug 12, 2:40 PM
Work Order: WO-01297338
Type: Repair
Priority: P7
🔍
Status: L2 Screening by Sherry Reich Aug 12, 2:49 PM
From: Entered
To: L2 Screening
Duration in Previous: 9m
📦
▶
2 Parts Requested Aug 12, 2:59 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Keith Weiss
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 9m
⚠️ 7.0 business days
📅
Status: Ready for Scheduling by Ashlee Stuckert Aug 20, 11:16 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 7d 20h
👷
▶
2 Technician Assigned Aug 20, 3:13 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 3h 57m
🔩
4x Parts Added Aug 21, 11:48 AM
Type: Parts, Expenses
Status: Open
Qty: 1, 2
⏳ 2.0 business days
🗓️
▶
2 Status: Scheduled Aug 22, 4:01 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2025-08-27T14:30:00.000+0000
⏳ 4.0 business days
🔧
Status: Tech On Site by Joshua Summerville Aug 27, 11:59 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 19h
⏱️
▶
2 3x Labor Added Aug 27, 8:52 PM
3x Labor Added → Status: Incomplete
⚠️
Status: Incomplete by Joshua Summerville
From: Tech On Site
To: Incomplete
Duration in Previous: 8h 55m
🚨 15.4 business days
🔍
Status: L2 Screening by Kimberly Hardison Sep 17, 1:34 PM
From: Incomplete
To: L2 Screening
Duration in Previous: 20d 16h
📦
▶
2 Parts Requested Sep 17, 3:24 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Keith Weiss
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 1h 50m
⚠️ 8.0 business days
👷
▶
3 Technician Assigned Sep 26, 3:39 PM
Technician Assigned → Status: Scheduled → Status: Awaiting Parts
🗓️
Status: Scheduled by Stephanie Ramen
From: Awaiting Parts
To: Scheduled
Duration in Previous: 9d 0h
📦
Status: Awaiting Parts by Stephanie Ramen
From: Scheduled
To: Awaiting Parts
Duration in Previous: 1m
🚨 28.0 business days
📅
Status: Ready for Scheduling by Amy Greene Nov 4, 6:28 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 39d 3h
🆕
▶
3 Status: Entered Nov 5, 3:38 PM
Status: Entered → Technician Assigned → 3x Parts Added
👷
Technician Assigned by Charles Ramen
Technician: a0h5A00000HFAXQQA5, Brandon Green
🔩
3x Parts Added
Type: Parts, Expenses
Status: Open
Qty: 1
⏳ 3.0 business days
🗓️
▶
2 Status: Scheduled Nov 7, 3:44 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2025-11-13T19:00:00.000+0000
⚠️ 5.0 business days
⏱️
▶
2 5x Labor Added Nov 13, 6:39 PM
5x Labor Added → Status: Completed
✔️
Status: Completed by Brandon Green
From: Scheduled
To: Completed
Duration in Previous: 6d 2h
🚨 19.7 business days
🏁
Status: Closed by Lawrence Yoder Dec 10, 9:42 AM
From: Completed
To: Closed
Duration in Previous: 26d 14h
⏳ 3.0 business days
👀
Status: L2 Review by Diane Patton Dec 12, 12:31 PM
From: Closed
To: L2 Review
Duration in Previous: 2d 2h
⏳ 2.0 business days
✏️
Status: WO Correction Needed by Keith Weiss Dec 15, 7:26 PM
From: L2 Review
To: WO Correction Needed
Duration in Previous: 3d 6h
🚨 10.6 business days
🔄
Status: Reschedule by Rhea Berry Dec 29, 1:00 PM
From: WO Correction Needed
To: Reschedule
Duration in Previous: 13d 17h
⚠️ 7.0 business days
📦
▶
3 Parts Requested Jan 6, 4:25 PM
Parts Requested → Status: Awaiting Parts → Status: Ready for Scheduling
📦
Status: Awaiting Parts by Lawrence Yoder
From: Reschedule
To: Awaiting Parts
Duration in Previous: 8d 3h
📅
Status: Ready for Scheduling by Amy Greene
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 1m
🔩
2x Parts Added Jan 6, 4:34 PM
Type: Parts, Expenses
Status: Open
Qty: 1
📅
▶
2 Dispatch Scheduled Jan 7, 1:40 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Charles Ramen
From: Ready for Scheduling
To: Scheduled
Duration in Previous: 21h 12m
⏳ 4.0 business days
⏱️
5x Labor Added Jan 12, 6:31 PM
Type: Labor, Travel
Status: Open
Qty: 2, 2.5, 115
🔄
Status: Reschedule by Brandon Green Jan 12, 6:38 PM
From: Scheduled
To: Reschedule
Duration in Previous: 5d 4h
⏳ 2.7 business days
✔️
Status: Completed by Stephanie Ramen Jan 14, 1:16 PM
From: Reschedule
To: Completed
Duration in Previous: 1d 18h
🏁
Status: Closed by Brandon Green Jan 14, 6:49 PM
From: Completed
To: Closed
Duration in Previous: 5h 33m
👀
Status: L2 Review by Diane Patton Jan 15, 9:16 AM
From: Closed
To: L2 Review
Duration in Previous: 14h 26m
🏁
Status: Closed by Keith Weiss Jan 15, 11:14 AM
From: L2 Review
To: Closed
Duration in Previous: 1h 58m
📄
▶
2 Status: Ready to Bill Jan 15, 11:45 AM
Status: Ready to Bill → Status: Invoice Pending
📨
Status: Invoice Pending by Diane Patton
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 1m
⚠️ 5.0 business days
💰
▶
2 Status: Invoiced Jan 21, 4:58 PM
Status: Invoiced → Invoice Created
🧾
Invoice Created
Invoice Number: SM-251238

Bottlenecks

Awaiting Parts
Duration: 6.6 business days (threshold: 3.0 business days)
Exceeded by 3.6 business days
Assigned
Duration: 2.6 business days (threshold: 4.0 business hours)
Exceeded by 2.1 business days
Scheduled
Duration: 3.5 business days (threshold: 2.0 business days)
Exceeded by 1.5 business days
Tech On Site
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 0.9 business hours
Awaiting Parts
Duration: 7.6 business days (threshold: 3.0 business days)
Exceeded by 4.6 business days
Awaiting Parts
Duration: 27.5 business days (threshold: 3.0 business days)
Exceeded by 24.5 business days
Ready for Scheduling
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 0.5 business hours
Assigned
Duration: 2.4 business days (threshold: 4.0 business hours)
Exceeded by 1.9 business days
Scheduled
Duration: 4.4 business days (threshold: 2.0 business days)
Exceeded by 2.4 business days
Completed
Duration: 19.0 business days (threshold: 1.0 business days)
Exceeded by 18.0 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Reschedule
Duration: 6.7 business days (threshold: 2.0 business days)
Exceeded by 4.7 business days
Ready for Scheduling
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.5 business hours
Scheduled
Duration: 3.7 business days (threshold: 2.0 business days)
Exceeded by 1.7 business days
Reschedule
Duration: 2.0 business days (threshold: 2.0 business days)
Exceeded by 0.4 business hours
Closed
Duration: 1.0 business days (threshold: 1.0 business days)
Exceeded by 0.2 business hours
Invoice Pending
Duration: 4.9 business days (threshold: 2.0 business days)
Exceeded by 2.9 business days

🔗 Related Artifacts

📞
Case 00516444
Closed
📦
Parts Order 00079866
Closed
📦
Parts Order 00081905
Closed
📦
Parts Order 00087723
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P7
Type
Repair
Branch
ERLA - PROD
Technician
Brandon Green
Scheduled
N/A
Created
Aug 12, 2:40 PM
Invoice #
SM-251238

Work Details (22)

Name Type Status Qty Amount Date
WL-02909674 Parts Open 1 $192.00 Aug 21, 11:48 AM
WL-02909675 Parts Open 2 $746.00 Aug 21, 11:48 AM
WL-02909676 Parts Open 2 $594.00 Aug 21, 11:48 AM
WL-02909678 Expenses Open 1 $0.00 Aug 21, 11:49 AM
WL-02917635 Labor Open 1.75 $0.00 Aug 27, 8:52 PM
WL-02917636 Labor Open 2.75 $0.00 Aug 27, 8:52 PM
WL-02917637 Travel Open 140 $0.00 Aug 27, 8:52 PM
WL-02997382 Parts Open 1 $49.00 Nov 5, 3:40 PM
WL-02997383 Parts Open 1 $137.00 Nov 5, 3:40 PM
WL-02997384 Expenses Open 1 $20.36 Nov 5, 3:40 PM
WL-03006615 Labor Open 2.75 $0.00 Nov 13, 6:39 PM
WL-03006616 Labor Open 1.5 $0.00 Nov 13, 6:39 PM
WL-03006617 Labor Open 2.5 $0.00 Nov 13, 6:39 PM
WL-03006618 Travel Open 135 $0.00 Nov 13, 6:39 PM
WL-03006619 Travel Open 100 $0.00 Nov 13, 6:39 PM
WL-03055214 Parts Open 1 $1,739.00 Jan 6, 4:34 PM
WL-03055215 Expenses Open 1 $26.04 Jan 6, 4:34 PM
WL-03062358 Labor Open 2 $0.00 Jan 12, 6:31 PM
WL-03062359 Labor Open 2.5 $0.00 Jan 12, 6:31 PM
WL-03062360 Labor Open 2 $0.00 Jan 12, 6:31 PM
WL-03062361 Travel Open 115 $0.00 Jan 12, 6:31 PM
WL-03062362 Travel Open 115 $0.00 Jan 12, 6:31 PM

Details