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WO-01304918 ↗ ServiceMax

METZ MEDICAL TRANSPORT • Repair • P7

📍 Metz Medical Transport — 2551 N. Church St., Bldg C, Rocky Mount NC, 27804

Sep 17, 2025 → Mar 3, 2026

✅ Completed
P7 7 business days from creation
Target: Sep 26, 2025
🕐 Clock stopped: Completed (Mar 16)
⏸ 68d excluded (parts wait + holding)
✗ SLA Missed (102d late)
Dispatch 0.4d
Material Management 49.5d
Coordinators 43.2d
Field Work 0.0d
Incomplete 30.0d (excluded)
Billing 5.6d
✗ SLA Missed
Dispatch
0.4 days
Material Management
49.5 days
Over SLA
Coordinators
43.2 days
Over SLA
Field Work
0.0 days
Incomplete (excluded from total)
30.0 days
Billing
5.6 days
Created: Sep 17, 2025 Due: Jan 9, 2026 Completed: Mar 3, 2026 (52 days late)
📅
119.9 days Total Age
⏱️
49.5d in Awaiting Parts Longest Stage
🔄
16 transitions Status Changes
⚠️
86.2d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
2 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

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Originating Case

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🎫
Case #00526234
Follow up to WO-01297128
Closed
Q-00030087 Follow up to WO-01297128 Inspection #: 29273 Asset ID: 13283977 Model: Stryker - 6392 Performance Load 6392 Performance-LOAD 2019000800270 Notes: Follow-up required. Out of tolerance. Cover damaged Requires: 6392001031S x1 0023-349-000 x2 Inspection #: 29273 Asset ID: a0C8Y00000lUmzBUAS Model: Stryker Medical - 6506 PowerPro 6506 Power-PRO XT 1908003500329 Notes: Out of tolerance. Follow-up required. Manual release valve failed Sliders worn Requires: 6500001289 x1 6500001288 x1 6500-001-123 x1 6500-001-017 x1 Inspection #: 29273 Asset ID: 13284122 Model: Stryker - 6392 Performance Load 6392 Performance-LOAD 2016001000214 Notes: Out of tolerance. Follow-up required. Cover damaged Requires: 6392001031S x1 6500-001-017 x1 Inspection #: 29273 Asset ID: 13284132 Serial #: Na Model: Stryker - Power Pro Notes: No serial number found- plate is missing Buttons worn Sliders worn Requires: 6500-001-123 x1 6500-001-017 x1 650600010016 x2Follow-up required. Out of tolerance. Inspection #: 29273 Asset ID: 13283957 Model: Stryker Medical - 6506 PowerPro Notes: Follow-up required. Damaged Foot/Hand Control Switch cover torn- Requires 650600010016 x1
Priority
Standard
Origin
Email
Reason
New Case
Contact
Stephen Grohs
Owner
Jessica Sells
Created
Sep 10, 2025
Work Orders from this Case (5)
WO-01304918 (current) Invoiced
Repair • Todd Fogiel
Created: Sep 17, 2025 • Closed: Mar 3, 2026
WO-01304919 Invoiced
Repair • Todd Fogiel
Created: Sep 17, 2025 • Closed: Oct 24, 2025
WO-01304920 Invoiced
Repair • Todd Fogiel
Created: Sep 17, 2025 • Closed: Mar 3, 2026
WO-01304921 On Hold
Repair
Created: Sep 17, 2025
WO-01304922 Invoiced
Repair • Rozier Cole
Created: Sep 17, 2025 • Closed: Nov 6, 2025
Completed with significant delays
Invoiced • 239 days old
🚨
Primary Delay 49.5 days stuck in "Awaiting Parts"
⏱️
Total Delay 86.2 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
0.4d / 1.0d SLA
Awaiting Parts
49.5d / 3.0d SLA
Ready for Scheduling
0.6d / 1.0d SLA
Assigned
17.4d / 0.5d SLA
Scheduled
17.2d / 2.0d SLA
Reschedule
8.0d / 2.0d SLA
Incomplete
30.0d
Closed
4.9d / 1.0d SLA
WO Correction Needed
5.6d
Completed
0.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

3/16 SRogers: Parts removed and work performed/final condition updated. Moving back to closed.

3/2 KWeiss, Quote expired, chatter sent to tech to complete and close w/o.

1/22 KWeiss, Created case and sent to sales for quoting.

1/21 KWeiss, Tried to create case for quoting but unable to save, SMC is expired.

1/9 MOwens Called and spoke to Stephen Grohs. I told him all the parts have shipped to the tech. Offered the first available dates during the week of 1/19. He said requested repair visit on Tues 1/20 with eta between 10-11am.


12/31/25 RBerry- Updated due date based on parts. Waiting on parts for WO-01327270. Removed delay code.


12/31/25 tfog spoke with POC. He wants reschedule until ALL parts are delivered


12/31/25 RBerry- Sent teams message to SRogers stating: Shawn Rogers I see that Todd place WO-01304918, WO-01304920, and WO-01304921 into reschedule status. Do you know why? 


Updated due date based on call with customer on 12/18/25 stating they do not want to wait on other parts.


12/18/25 RBerry- Spoke with Keith, scheduled for 12/31/25 arrival time between 10AM-12PM. States he does not want to wait for parts on WO-01327270. See logged call on WO-01304921


12/18/25 NatoshaB - Called # on WO and spoke to Keith, (C: 919.988.0305 | W: 252.886.9057). Says next Wed or Fri would be good to have the tech out. NOTE: Customer has new case in progress: 00552545 + 2 other repair WOs.


12/4 MOwens Called to speak to Stephen. Left a msg for him to call back to schedule the repair visit.

11/26/25 RBerry- Emailed Stephen Grohs to schedule. See logged email on WO-01304918


11/26/25 RBerry- LM at 252-600-6389 to schedule. See logged call on WO-01304918


11/26/25 RBerry- Tracking update. Updated due date based on parts.

🔧 Work Performed
1/20 unit located. Wrong parts ordered 3/11/26- quote expired. No parts or labor consumed. Closing WO
🔍 Technician Findings
1/20 unit located. Wrong parts ordered 3/11/26- quote expired. No parts or labor consumed. Closing WO
⚠️ Problem Description
Q-00030087 Follow up to WO-01297128 Inspection #: 29273 Asset ID: 13283977 Model: Stryker - 6392 Performance Load 6392 Performance-LOAD 2019000800270 Notes: Follow-up required. Out of tolerance. Cover damaged Requires: 6392001031S x1 0023-349-000 x2 https://www.ebiotrack.com/workorder.php?wo=68272
📄 Description
Stryker 6392 Performance-LOAD Cot Fastener System

Timeline

📞
Case Linked Sep 10, 10:03 PM
Case Number: 00526234
Subject: Follow up to WO-01297128
Status: Closed
⚠️ 5.2 business days
📋
Work Order Created Sep 17, 12:35 PM
Work Order: WO-01304918
Type: Repair
Priority: P7
🔍
Status: L2 Screening by Jessica Sells Sep 17, 12:46 PM
From: Entered
To: L2 Screening
Duration in Previous: 10m
📦
▶
2 Parts Requested Sep 17, 3:42 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Keith Weiss
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 2h 56m
🚨 50.0 business days
📅
Status: Ready for Scheduling by Sean Weaver Nov 25, 2:01 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 68d 23h
👷
▶
2 Technician Assigned Nov 25, 3:50 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1h 49m
💵
Expenses Added Nov 25, 4:27 PM
Type: Expenses
Status: Open
Qty: 1
🚨 17.9 business days
📅
Status: Ready for Scheduling by Natosha Beierschmitt Dec 18, 12:28 PM
From: Assigned
To: Ready for Scheduling
Duration in Previous: 22d 20h
🆕
▶
4 Status: Entered Dec 18, 3:23 PM
Status: Entered → Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Technician Assigned by Rhea Berry
Technician: a0hVU000000Tz89YAC, Todd Fogiel
👷
Status: Assigned by Rhea Berry
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 1m, 0m
📅
Dispatch Scheduled by Rhea Berry
Scheduled For: 2025-12-31T18:00:00.000+0000
🚨 10.0 business days
🔄
Status: Reschedule by Todd Fogiel Dec 31, 9:15 AM
From: Scheduled
To: Reschedule
Duration in Previous: 12d 17h
⚠️ 8.0 business days
🗓️
▶
2 Status: Scheduled Jan 9, 3:19 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2026-01-20T16:00:00.000+0000
⚠️ 8.0 business days
⏱️
▶
2 Labor Added Jan 20, 9:07 PM
Labor Added → Status: Incomplete
⚠️
Status: Incomplete by Todd Fogiel
From: Scheduled
To: Incomplete
Duration in Previous: 11d 5h
🚨 30.4 business days
🏁
Status: Closed by Joseph Whalen Mar 3, 2:14 PM
From: Incomplete
To: Closed
Duration in Previous: 41d 17h
⚠️ 5.0 business days
✏️
Status: WO Correction Needed by Diane Patton Mar 9, 2:55 PM
From: Closed
To: WO Correction Needed
Duration in Previous: 5d 23h
⚠️ 6.0 business days
✔️
▶
2 Status: Completed Mar 16, 11:13 AM
Status: Completed → Status: Closed
🏁
Status: Closed by Shawn Rogers
From: Completed
To: Closed
Duration in Previous: 2m
📄
▶
2 Status: Ready to Bill Mar 16, 1:22 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
🚨 34.0 business days
🧾
Invoice Created Apr 30, 11:32 PM
Invoice Number: SM-256637

Bottlenecks

Awaiting Parts
Duration: 49.5 business days (threshold: 3.0 business days)
Exceeded by 46.5 business days
Assigned
Duration: 17.4 business days (threshold: 4.0 business hours)
Exceeded by 16.9 business days
Scheduled
Duration: 9.4 business days (threshold: 2.0 business days)
Exceeded by 7.4 business days
Reschedule
Duration: 8.0 business days (threshold: 2.0 business days)
Exceeded by 6.0 business days
Scheduled
Duration: 7.7 business days (threshold: 2.0 business days)
Exceeded by 5.7 business days
Closed
Duration: 4.6 business days (threshold: 1.0 business days)
Exceeded by 3.6 business days

🔗 Related Artifacts

📞
Case 00526234
Closed
📦
Parts Order 00081908
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P7
Type
Repair
Branch
N/A
Technician
Todd Fogiel
Scheduled
Jan 20, 11:00 AM
Created
Sep 17, 12:35 PM
Invoice #
SM-256637

Work Details (2)

Name Type Status Qty Amount Date
WL-03020044 Expenses Open 1 $0.00 Nov 25, 4:27 PM
WL-03072679 Labor Open 0.25 $0.00 Jan 20, 9:07 PM

Details