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WO-01298633 ↗ ServiceMax

JFK UNIVERSITY MEDICAL CENTER EMS • Repair • P7

📍 JFK University Medical Center - James St. — 100 James St., Edison NJ, 08820

Aug 20, 2025 → Oct 9, 2025

✅ Completed
P7
SLA Clock
7 business days from creation · Target: Aug 29, 2025
✗ SLA Missed (25 biz days late)
Active: 32 biz days
Paused: 3 biz days
Budget: 7 biz days
🕐 Clock stopped: Completed (Oct 9, 2025)
SLA Target
▶ Clock Running
Status: Created
Aug 20 → Aug 20, 2025
0 business days (counted)
Running total: 0 of 7 biz days used
▶ Clock Running
Status: L2 Screening
Aug 20 → Aug 20, 2025
0 business days (counted)
Running total: 0 of 7 biz days used
⏸3d
⏸ Clock Paused
Status: Awaiting Parts
Aug 20 → Aug 25, 2025
3 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Aug 25 → Aug 25, 2025
0 business days (counted)
Running total: 0 of 7 biz days used
27d
▶ Clock Running
Status: Assigned
Aug 25 → Oct 2, 2025
27 business days (counted)
Running total: 27 of 7 biz days used
5d
▶ Clock Running
Status: Scheduled
Oct 2 → Oct 9, 2025
5 business days (counted)
Running total: 32 of 7 biz days used
▶ Clock Running
Status: Tech On Site
Oct 9 → Oct 9, 2025
0 business days (counted)
Running total: 32 of 7 biz days used
Created: Aug 20, 2025 Completed: Oct 9, 2025
Business Days Used 32 / 7
0 7d budget +25d over
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Aug 20 → Aug 20 Created ▶ Running 0 0 / 7
Aug 20 → Aug 20 L2 Screening ▶ Running 0 0 / 7
Aug 20 → Aug 25 Awaiting Parts ⏸ Paused 3 —
Aug 25 → Aug 25 Ready for Scheduling ▶ Running 0 0 / 7
Aug 25 → Oct 2 Assigned ▶ Running 27 27 / 7
Oct 2 → Oct 9 Scheduled ▶ Running 5 32 / 7
Oct 9 → Oct 9 Tech On Site ▶ Running 0 32 / 7
Dispatch 0.0d
Material Management 4.0d
Coordinators 34.0d
Field Work 1.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
4.0 days
Over SLA
Coordinators
34.0 days
Over SLA
Field Work
1.0 days
Created: Aug 20, 2025 Due: Oct 7, 2025 Completed: Oct 10, 2025 (2 days late)
📅
36.0 days Total Age
⏱️
28.0d in Assigned Longest Stage
🔄
9 transitions Status Changes
⚠️
32.4d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
7 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

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Originating Case

Open in Salesforce →
🎫
Case #00520345
L2 Review EMS * No quote needed per SMC
Closed
two Ferno EZGlide track chairs. All brakes on both units are not holding Both serial numbers 10N-158093, 10N-158101 10N-158093 1 PR brake/wheel assembly, 0905841 1 PL brake/wheel assembly, 0905843 10N-158101 1 PR brake/wheel assembly, 0905841 1 PL brake/wheel assembly, 0905843
Priority
Standard
Origin
Email
Reason
New Case
Contact
KOURTNEY SMITH
Owner
Kimberly Hardison
Created
Aug 19, 2025
Work Orders from this Case (2)
WO-01298633 (current) Invoiced
Repair • David Trost
Created: Aug 20, 2025 • Closed: Oct 9, 2025
WO-01298638 Invoiced
Repair • David Trost
Created: Aug 20, 2025 • Closed: Apr 1, 2026
Completed with significant delays
Invoiced • 358 days old
🚨
Primary Delay 28.0 days stuck in "Assigned"
⏱️
Total Delay 32.4 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
0.0d / 1.0d SLA
Awaiting Parts
4.0d / 3.0d SLA
Ready for Scheduling
0.2d / 1.0d SLA
Assigned
28.0d / 0.5d SLA
Scheduled
5.9d / 2.0d SLA
Tech On Site
1.0d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10/2 KSmith -- Ralph reached out and asked that we go ahead and schedule the repairs for the units we have the parts for. Scheduled for 10/9 per Ralphs request

9/30/2025 Sramen - sent chatter on parts order for WO-01298554 for ETA and sent teams escalation to KWalls. Then pushed due date a week.

9/29 KSmith -- Awaiting parts for WO-01298554

9/23/25 RCook- Spoke with Ralph states that he would like the repairs scheduled together. Advised we will reach out to schedule once tracking is received for WO-01298554. See logged call on WO-01298638


9/23/25 RCook- LM with Ralph advising we have 3 repairs open for stairchairs. Advised 2 are ready to schedule but 1 we are still waiting on parts for (WO-01298554) Asked if they are wanting all repairs scheduled together. See logged call on WO-01298633


9/22 KSmith -- Awaiting parts for WO-01298554.

9/18/2025 Sramen - still waiting on parts for WO-01298554. Pushed due date another week and sent another chatter on parts order for 1298554 as well as a teams message to KWalls.

9/17 KSmith -- Awaiting parts for WO-01298554, so all repairs can be completed together

9/15 KSmith -- Awaiting parts for WO-01298554, so all repairs can be completed together

9/13/2025 Sramen - still waiting on parts for WO-01298554. Pushed due date another week and sent chatter on parts order for 1298554.


9/2 KSmith -- Awaiting parts for WO-01298554, so all repairs can be completed together

8/29/2025 Sramen - WO-01298554 follow up date is 9/2 for parts so I pushed WOs 1298638, 1298633, 1298554 due date to 9/5. Will adjust again after parts actually ship.

8/26 KSmith -- Awaiting parts for WO-01298554, so all repairs are completed together.

8/25 KSmith -- Awaiting parts for WO-01298554, so all repairs are completed together. Advised Ralph that we are still awaiting parts for the final WO

🔧 Work Performed
replaced left and right break assemblies. completed maintenance and returned unit to service
🔍 Technician Findings
replaced left and right break assemblies. completed maintenance and returned unit to service
⚠️ Problem Description
1 of 2 two Ferno EZGlide track chairs. All brakes on both units are not holding Both serial numbers 10N-158093, 10N-158101 10N-158093 1 PR brake/wheel assembly, 0905841 1 PL brake/wheel assembly, 0905843 https://www.ebiotrack.com/workorder.php?wo=67596
📄 Description
Ferno Model 59-T EZ-Glide Stair Chair

Timeline

📞
Case Linked Aug 19, 3:35 PM
Case Number: 00520345
Subject: L2 Review EMS * No quote needed per SMC
Status: Closed
📋
▶
2 Work Order Created Aug 20, 10:19 AM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Kimberly Hardison
From: Entered
To: L2 Screening
Duration in Previous: 3m
📦
▶
2 Parts Requested Aug 20, 10:37 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Dave Creditt
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 14m
⏳ 4.0 business days
📅
Status: Ready for Scheduling by Kirsten Walls Aug 25, 10:49 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 5d 0h
👷
▶
2 Technician Assigned Aug 25, 12:18 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1h 29m
⏳ 2.0 business days
💵
3x Expenses Added Aug 26, 2:37 PM
Type: Expenses, Parts
Status: Open
Qty: 1
🚨 27.0 business days
📅
▶
2 Dispatch Scheduled Oct 2, 12:47 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kourtney Smith
From: Assigned
To: Scheduled
Duration in Previous: 38d 0h
⚠️ 6.0 business days
🔧
Status: Tech On Site by David Trost Oct 9, 9:41 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 6d 20h
⏱️
▶
2 4x Labor Added Oct 9, 7:53 PM
4x Labor Added → Status: Completed
✔️
Status: Completed by David Trost
From: Tech On Site
To: Completed
Duration in Previous: 10h 13m
🏁
Status: Closed by David Trost Oct 9, 8:13 PM
From: Completed
To: Closed
Duration in Previous: 18m
📄
Status: Ready to Bill by Diane Patton Oct 10, 4:55 PM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 20h 42m, 0m
🚨 41.9 business days
🧾
Invoice Created Dec 12, 6:11 PM
Invoice Number: SM-243408

Bottlenecks

Awaiting Parts
Duration: 4.0 business days (threshold: 3.0 business days)
Exceeded by 1.0 business days
Assigned
Duration: 28.0 business days (threshold: 4.0 business hours)
Exceeded by 27.5 business days
Scheduled
Duration: 5.9 business days (threshold: 2.0 business days)
Exceeded by 3.9 business days

🔗 Related Artifacts

📞
Case 00520345
Closed
📦
Parts Order 00080322
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P7
Type
Repair
Branch
ERLA - PROD
Technician
David Trost
Scheduled
Oct 9, 9:00 AM
Created
Aug 20, 10:19 AM
Invoice #
SM-243408

Work Details (7)

Name Type Status Qty Amount Date
WL-02915251 Expenses Open 1 $0.00 Aug 26, 2:37 PM
WL-02915252 Parts Open 1 $142.00 Aug 26, 2:38 PM
WL-02915253 Parts Open 1 $145.00 Aug 26, 2:38 PM
WL-02965779 Labor Open 1.5 $0.00 Oct 9, 7:53 PM
WL-02965780 Labor Open 1 $0.00 Oct 9, 7:53 PM
WL-02965781 Travel Open 52 $0.00 Oct 9, 7:53 PM
WL-02965782 Expenses Open 1 $0.00 Oct 9, 7:53 PM

Details