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WO-01303658 ↗ ServiceMax

NORTHERN UNION COUNTY FIRE & EMS • Repair • P7

📍 Northern Union Co Fire and EMS — 602 N Franklin St, Richwood OH, 43344

Sep 10, 2025 → Sep 23, 2025

✅ Completed
P7
SLA Clock
7 business days from creation · Target: Sep 19, 2025
✗ SLA Missed
Active: 6 biz days
Paused: 4 biz days
Budget: 7 biz days
🕐 Clock stopped: Completed (Sep 24, 2025)
SLA Target
▶ Clock Running
Status: Created
Sep 10 → Sep 10, 2025
0 business days (counted)
Running total: 0 of 7 biz days used
▶ Clock Running
Status: L2 Screening
Sep 10 → Sep 10, 2025
0 business days (counted)
Running total: 0 of 7 biz days used
⏸4d
⏸ Clock Paused
Status: Awaiting Parts
Sep 10 → Sep 16, 2025
4 business days (not counted)
1d
▶ Clock Running
Status: Ready for Scheduling
Sep 16 → Sep 17, 2025
1 business day (counted)
Running total: 1 of 7 biz days used
3d
▶ Clock Running
Status: Assigned
Sep 17 → Sep 22, 2025
3 business days (counted)
Running total: 4 of 7 biz days used
2d
▶ Clock Running
Status: Scheduled
Sep 22 → Sep 24, 2025
2 business days (counted)
Running total: 6 of 7 biz days used
Created: Sep 10, 2025 Completed: Sep 24, 2025
Business Days Used 6 / 7
0 7d budget
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Sep 10 → Sep 10 Created ▶ Running 0 0 / 7
Sep 10 → Sep 10 L2 Screening ▶ Running 0 0 / 7
Sep 10 → Sep 16 Awaiting Parts ⏸ Paused 4 —
Sep 16 → Sep 17 Ready for Scheduling ▶ Running 1 1 / 7
Sep 17 → Sep 22 Assigned ▶ Running 3 4 / 7
Sep 22 → Sep 24 Scheduled ▶ Running 2 6 / 7
Dispatch 0.0d
Material Management 4.7d
Coordinators 7.7d
Field Work 0.1d
Billing 1.3d
✗ SLA Missed
Dispatch
0.0 days
Material Management
4.7 days
Over SLA
Coordinators
7.7 days
Over SLA
Field Work
0.1 days
Billing
1.3 days
Over SLA
Created: Sep 10, 2025 Due: Sep 24, 2025 Completed: Sep 24, 2025 (on time)
📅
10.1 days Total Age
⏱️
4.7d in Awaiting Parts Longest Stage
🔄
10 transitions Status Changes
⚠️
6.2d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00525271
L2 review - EMS
Closed
Q-00029956 stair chair needs new wheel - sn not provided PM maintenance 6390 Power-LOAD 161239850 6390 Power-LOAD 1907003400103 6506 Power-PRO XT 1901003500202 6506 Power-PRO XT 161239990 Model 59-T EZ-Glide 09N-132428 Model 59-T EZ-Glide 09N-132427 Quoted the following Repair/PM 2 power cots 2 manual stairchairs 1 Power-Load 1 bronze bearing, 0081-439-000 2 ext. springs, 0038-895-000 1 Power-Load, 1 bronze bearings, 0081-439-000 2 ext. springs, 0038-895-000 1 front caster, 2748078 1 rear wheel, 2748087 Not sure which stairchair needs the wheel, or which wheel is needed.
Priority
High
Origin
Phone
Reason
New Case
Contact
Randy Riffle
Owner
Shelby Robinson
Created
Sep 8, 2025
Work Orders from this Case (4)
WO-01303425 Invoiced
Repair • Bruce Rafferty
Created: Sep 9, 2025 • Closed: Sep 23, 2025
WO-01303427 Invoiced
Preventive Maintenance • Bruce Rafferty
Created: Sep 9, 2025 • Closed: Sep 24, 2025
WO-01303658 (current) Invoiced
Repair • Bruce Rafferty
Created: Sep 10, 2025 • Closed: Sep 23, 2025
WO-01303660 Canceled
Preventive Maintenance • Dustin Antolin
Created: Sep 10, 2025
Completed with minor delays
Invoiced • 337 days old
🚨
Primary Delay 4.7 days stuck in "Awaiting Parts"
⏱️
Total Delay 6.2 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
4.7d / 3.0d SLA
Ready for Scheduling
2.0d / 1.0d SLA
Assigned
3.7d / 0.5d SLA
Scheduled
2.0d / 2.0d SLA
Completed
0.1d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
1.3d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

9/22/2025 CRamen Randy returned call and scheduled for Tuesday 9/23/2025 between 11-1. Call logged on WO-01303425


9/17/2025 Sramen - parts order follow up date is 9/19. Tech was assigned on 9/16 and MM moved order to pending (to ship to tech) on 9/17. Pushed due date but may need adjusted after tracking is provided.

9/16/2025 CRamen left a vm that parts are on order and as soon as there is a eta we will call to schedule. 

🔧 Work Performed
Completed evaluation/repair Replaced extension springs and bronze bearing Functionally tested equipment and returned to service
🔍 Technician Findings
Annual replacement parts needing replaced
⚠️ Problem Description
Q-00029956 stair chair needs new wheel - sn not provided Quoted the following Repair/PM 1 6390 Power-LOAD 161239850, power fastener PM 1 bronze bearing, 0081-439-000 2 ext. springs, 0038-895-000 https://www.ebiotrack.com/workorder.php?wo=68115
📄 Description
Stryker 6390 Power-LOAD Fastener System

Timeline

📞
Case Linked Sep 8, 11:55 AM
Case Number: 00525271
Subject: L2 review - EMS
Status: Closed
⏳ 3.0 business days
📋
▶
2 Work Order Created Sep 10, 1:58 PM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Shelby Robinson
From: Entered
To: L2 Screening
Duration in Previous: 0m
📦
▶
2 Parts Requested Sep 10, 2:19 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Keith Weiss
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 21m
⚠️ 5.0 business days
📅
Status: Ready for Scheduling by Kirsten Walls Sep 16, 11:33 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 5d 21h
⏳ 2.0 business days
👷
▶
2 Technician Assigned Sep 17, 2:33 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Charles Ramen
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1d 3h
💵
3x Expenses Added Sep 18, 12:29 PM
Type: Expenses, Parts
Status: Open
Qty: 1, 2
⏳ 3.0 business days
🗓️
▶
2 Status: Scheduled Sep 22, 2:33 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2025-09-23T15:00:00.000+0000
⏳ 2.0 business days
⏱️
▶
2 2x Labor Added Sep 23, 10:23 PM
2x Labor Added → Status: Completed
✔️
Status: Completed by Bruce Rafferty
From: Scheduled
To: Completed
Duration in Previous: 1d 7h
🏁
Status: Closed by Bruce Rafferty Sep 23, 11:10 PM
From: Completed
To: Closed
Duration in Previous: 46m
📄
Status: Ready to Bill by Diane Patton Sep 24, 5:15 PM
From: Closed
To: Ready to Bill
Duration in Previous: 18h 4m
📨
▶
2 Status: Invoice Pending Sep 25, 12:19 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⏳ 3.0 business days
🧾
Invoice Created Sep 29, 10:23 AM
Invoice Number: SM-241946

Bottlenecks

Awaiting Parts
Duration: 4.7 business days (threshold: 3.0 business days)
Exceeded by 1.7 business days
Ready for Scheduling
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Assigned
Duration: 3.7 business days (threshold: 4.0 business hours)
Exceeded by 3.2 business days
Ready to Bill
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.7 business hours

🔗 Related Artifacts

📞
Case 00525271
Closed
📦
Parts Order 00081539
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P7
Type
Repair
Branch
ERLA - PROD
Technician
Bruce Rafferty
Scheduled
Sep 23, 11:00 AM
Created
Sep 10, 1:58 PM
Invoice #
SM-241946

Work Details (5)

Name Type Status Qty Amount Date
WL-02940820 Expenses Open 1 $14.70 Sep 18, 12:29 PM
WL-02940821 Parts Open 1 $21.29 Sep 18, 12:30 PM
WL-02940822 Parts Open 2 $23.36 Sep 18, 12:30 PM
WL-02946888 Labor Open 0.083333333333333 $32.50 Sep 23, 10:23 PM
WL-02946889 Labor Open 0.66666666666667 $97.50 Sep 23, 10:23 PM

Details