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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01309189 ↗ ServiceMax

MOUNT LAUREL TOWNSHIP EMS • Preventive Maintenance • PSM

📍 MOUNT LAUREL TOWNSHIP EMS - Masonville Rd. — 201 Masonville Rd., Mount Laurel NJ, 08054

Oct 14, 2025 → Dec 3, 2025

✅ Completed
PSM Last business day of October 2025
Target: Oct 31, 2025
🕐 Clock stopped: Invoiced (Dec 3)
✗ SLA Missed (33d late)
Dispatch 0.1d
Coordinators 38.0d
Field Work 3.4d
✗ SLA Missed
Dispatch
0.1 days
Coordinators
38.0 days
Over SLA
Field Work
3.4 days
Over SLA
Created: Oct 14, 2025 Due: Nov 26, 2025 Completed: Dec 3, 2025 (6 days late)
📅
37.0 days Total Age
⏱️
14.0d in Assigned Longest Stage
🔄
14 transitions Status Changes
⚠️
33.1d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
31 lines Work Details
🚩
3 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
3 On-Site Visits (1 reschedule)
3 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Chris Galasso — scheduling delays attributed to technician, not coordinators
Visit 1 Nov 17, 2025
Visit 2 Nov 18, 2025
Visit 3 Dec 3, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00535205
eBiotrack - Automated New Inspection Created
Closed
Semi-Annual Equipment PM 20 Pcs https://www.ebiotrack.com/inspection.php?iid=30676
Priority
Standard
Origin
Email
Reason
New Case
Contact
John Hamilton
Owner
Kimberly Hardison
Created
Oct 14, 2025
Work Orders from this Case (1)
WO-01309189 (current) Invoiced
Preventive Maintenance • Chris Galasso
Created: Oct 14, 2025 • Closed: Dec 3, 2025
Completed with significant delays
Invoiced • 212 days old
🚨
Primary Delay 14.0 days stuck in "Assigned"
⏱️
Total Delay 33.1 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.1d / 0.5d SLA
Ready for Scheduling
0.5d / 1.0d SLA
Assigned
14.1d / 0.5d SLA
Scheduled
23.2d / 2.0d SLA
Tech On Site
3.4d / 1.0d SLA
04-Scheduled
1.8d
Reschedule
0.1d / 2.0d SLA
Closed
2.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/20 MOwens Called and spoke to John Hamilton. Told him the tech would not make it onsite tomorrow because of emergency service call. I offered 12/2 or 12/3 for the reschedule. John said 12/3 works for him. Arrival will be between 8-9am.

11/20 KSmith -- Teams message to Melissa we are no longer able to cover these PMs. FSE had something come up and won't be able to cover them tomorrow. FSEs next available is week of 12/8

11/20 KSmith -- Per Maureen, please go to 1051 S. Church Street   

Mount Laurel, NJ 08054

11/19 KSmith -- Sent email to POCs to schedule for Friday

11.19 M. Bateman Tech had a family emergency and was unable to finish this PM. Placing in reschedule. This WO will need to rescheduled for Darrell Hope to complete.

11/13 MOwens Sent an email to Maureen letting her know the tech will start the PMs closer to 11am on 11/17.

10/31 MOwens Maureen at this location called in to schedule the inspection during November. I offered 11/17-11/18. She said those days work for her and the staff to complete the PMs. Between 8-5.

🔧 Work Performed
Ferno Washington Inc - POWERFlexx (Series) Serial #: 16N-355653 - Asset ID: 13323761 Stryker Medical - 6506 PowerPro Serial #: 1907003500185 - Asset ID: 13323766 Ferno Washington Inc - Model 175 (Series) Serial #: 18N-392001 - Asset ID: 13323762 Stryker Medical - 6252 Stair-Pro Serial #: 031139708 - Asset ID: 13323764 Stryker Medical - 6506 PowerPro Serial #: 2203003500190 - Asset ID: 13323763 Stryker Medical - 6392 PerformanceLoad Serial #: 2020001000158 - TRUCK 3672 - Asset ID: 13323752 Stryker Medical - 6506 PowerPro Serial #: 2003003500651 - Asset ID: 13323753 Stryker Medical - 6390 Power-LOAD Serial #: 1905012400011 - TRUCK 3682 - Asset ID: 13323751 Ferno Washington Inc - Model 59-T EZ-Glide Serial #: 11N-201986 - Asset ID: 13323749 Stryker Medical - 6506 PowerPro Serial #: 2202020700104 - Asset ID: 13323750 Stryker Medical - 6252 Stair-Pro Serial #: 030139469 - Asset ID: 13323746 Stryker Medical - 6390 Power-LOAD Serial #: 2203012400013 - TRUCK 3681 - Asset ID: 13323748 Stryker Medical - 6506 PowerPro Serial #: 2202020700231 - Asset ID: 13323747 Stryker Medical - 6506 PowerPro Serial #: 1907003500184 - Asset ID: 13323756 Stryker Medical - 6252 Stair-Pro Serial #: 030139471 - Asset ID: 13323755 Stryker Medical - 6252 Stair-Pro Serial #: 031139707 - Asset ID: 13323760 Stryker Medical - 6506 PowerPro Serial #: 2009003500205 - Asset ID: 13323759 Stryker Medical - 6390 Power-LOAD Serial #: 2107012700032 - Asset ID: 13323758 Stryker Medical - 6392 PerformanceLoad Serial #: 2020000800159 - Asset ID: 13323754 Stryker Medical - 6252 Stair-Pro Serial #: 030139468 - Asset ID: 13323767 Stryker Medical - 6390 Power-LOAD Serial #: 2202012400106 - TRUCK 3693 - Asset ID: 13323765
🔍 Technician Findings
Inspection Report SentTHANK YOU. - View Inspection Report
⚠️ Problem Description
Semi-Annual Equipment PM 20 Pcs https://www.ebiotrack.com/inspection.php?iid=30676

Timeline

📞
Case Linked Oct 14, 1:00 AM
Case Number: 00535205
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
2 Work Order Created Oct 14, 8:04 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered
To: Ready for Scheduling
Duration in Previous: 4m
👷
2 Technician Assigned Oct 14, 11:59 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 3h 50m
🚨 14.0 business days
🗓️
2 Status: Scheduled Oct 31, 3:35 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2025-11-17T13:00:00.000+0000
🚨 10.0 business days
📅
Dispatch Scheduled by Melissa Owens Nov 13, 11:47 AM
Scheduled For: 2025-11-17T16:00:00.000+0000
3.0 business days
🔧
Status: Tech On Site by Chris Galasso Nov 17, 12:11 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 16d 21h
⏱️
2x Labor Added Nov 17, 12:21 PM
Type: Labor, Travel
Status: Open
Qty: 0.66666666666667, 18
⏱️
Labor Added Nov 18, 9:25 AM
Type: Labor
Status: Open
Qty: 1
⏱️
2x Labor Added Nov 18, 9:34 AM
Type: Labor, Travel
Status: Open
Qty: 0.66666666666667, 18
⏱️
3 3x Labor Added Nov 18, 12:35 PM
3x Labor Added → 10x Labor Added → Status: 04-Scheduled
⏱️
10x Labor Added
Type: Labor
Status: Open
Qty: 0.33333333333333, 0.66666666666667, 0.83333333333333, 0.5, 1.6666666666667
📋
Status: 04-Scheduled by Ben Saur
From: Tech On Site
To: 04-Scheduled
Duration in Previous: 1d 0h
🔄
Status: Reschedule by Matthew Bateman Nov 19, 7:57 AM
From: 04-Scheduled
To: Reschedule
Duration in Previous: 19h 19m
🆕
Status: Entered by Kourtney Smith Nov 19, 8:51 AM
From: Reschedule
To: Entered
Duration in Previous: 53m
📅
Status: Ready for Scheduling by Kimberly Hardison Nov 19, 9:12 AM
From: Entered
To: Ready for Scheduling
Duration in Previous: 21m
👷
3 Status: Assigned Nov 19, 9:31 AM
Status: Assigned → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kourtney Smith
Technician: Darrell Hope
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-11-21T17:00:00.000+0000
2.0 business days
🆕
2 Status: Entered Nov 20, 12:21 PM
Status: Entered → Technician Assigned
👷
Technician Assigned by Kourtney Smith
Technician: Chris Galasso
🗓️
2 Status: Scheduled Nov 20, 1:29 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2025-12-03T13:00:00.000+0000
🚨 10.0 business days
🔧
Status: Tech On Site by Chris Galasso Dec 3, 9:32 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 12d 20h
⏱️
2x Labor Added Dec 3, 10:19 AM
Type: Labor, Travel
Status: Open
Qty: 0.66666666666667, 18
⏱️
2 11x Labor Added Dec 3, 11:03 PM
11x Labor Added → Status: Closed
🏁
Status: Closed by Ben Saur
From: Tech On Site
To: Closed
Duration in Previous: 13h 31m
2.1 business days
📄
Status: Ready to Bill by Diane Patton Dec 5, 4:37 PM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 1d 17h, 0m
0.9 business days
🧾
Invoice Created Dec 7, 11:00 PM
Invoice Number: SM-248409

Bottlenecks

Assigned
Duration: 14.0 business days (threshold: 4.0 business hours)
Exceeded by 13.5 business days
Scheduled
Duration: 11.6 business days (threshold: 2.0 business days)
Exceeded by 9.6 business days
Tech On Site
Duration: 1.9 business days (threshold: 1.0 business days)
Exceeded by 6.8 business hours
Scheduled
Duration: 9.7 business days (threshold: 2.0 business days)
Exceeded by 7.7 business days
Tech On Site
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 4.1 business hours
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00535205
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Preventive Maintenance
Branch
N/A
Technician
Chris Galasso
Scheduled
Dec 3, 8:00 AM
Created
Oct 14, 8:04 AM
Invoice #
SM-248409

Work Details (31)

Name Type Status Qty Amount Date
WL-03009850 Labor Open 0.66666666666667 $0.00 Nov 17, 12:21 PM
WL-03009851 Travel Open 18 $0.00 Nov 17, 12:21 PM
WL-03010915 Labor Open 1 $0.00 Nov 18, 9:25 AM
WL-03010920 Labor Open 0.66666666666667 $0.00 Nov 18, 9:34 AM
WL-03010921 Travel Open 18 $0.00 Nov 18, 9:34 AM
WL-03011152 Labor Open 0.66666666666667 $0.00 Nov 18, 12:35 PM
WL-03011153 Travel Open 18 $0.00 Nov 18, 12:35 PM
WL-03011154 Travel Open 18 $0.00 Nov 18, 12:35 PM
WL-03011157 Labor Open 0.33333333333333 $0.00 Nov 18, 12:37 PM
WL-03011158 Labor Open 0.66666666666667 $0.00 Nov 18, 12:37 PM
WL-03011159 Labor Open 0.83333333333333 $0.00 Nov 18, 12:37 PM
WL-03011160 Labor Open 0.33333333333333 $0.00 Nov 18, 12:37 PM
WL-03011161 Labor Open 0.5 $0.00 Nov 18, 12:37 PM
WL-03011162 Labor Open 0.33333333333333 $0.00 Nov 18, 12:37 PM
WL-03011163 Labor Open 0.5 $0.00 Nov 18, 12:37 PM
WL-03011164 Labor Open 0.33333333333333 $0.00 Nov 18, 12:37 PM
WL-03011165 Labor Open 0.66666666666667 $0.00 Nov 18, 12:37 PM
WL-03011166 Labor Open 1.6666666666667 $0.00 Nov 18, 12:37 PM
WL-03024756 Labor Open 0.66666666666667 $0.00 Dec 3, 10:19 AM
WL-03024757 Travel Open 18 $0.00 Dec 3, 10:19 AM
WL-03025883 Labor Open 0.33361111111111 $0.00 Dec 3, 11:03 PM
WL-03025884 Labor Open 0.5 $0.00 Dec 3, 11:03 PM
WL-03025885 Labor Open 0.66666666666667 $0.00 Dec 3, 11:03 PM
WL-03025886 Labor Open 0.33333333333333 $0.00 Dec 3, 11:03 PM
WL-03025887 Labor Open 0.5 $0.00 Dec 3, 11:03 PM
WL-03025888 Labor Open 0.66666666666667 $0.00 Dec 3, 11:03 PM
WL-03025889 Labor Open 0.16666666666667 $0.00 Dec 3, 11:03 PM
WL-03025890 Labor Open 0.5 $0.00 Dec 3, 11:03 PM
WL-03025891 Labor Open 0.16666666666667 $0.00 Dec 3, 11:03 PM
WL-03025892 Labor Open 0.33333333333333 $0.00 Dec 3, 11:03 PM
WL-03025893 Labor Open 0.66666666666667 $0.00 Dec 3, 11:03 PM

Details