Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01310608 ↗ ServiceMax

MED-CARE TRANSPORTATION (MD) • Repair • P7

📍 MED-CARE TRANSPORTATION (MD) — 1220 East Joppa Rd. #C506 BUILDING C SUITE 506, Towson MD, 21286

Oct 21, 2025 → Nov 12, 2025

✅ Completed
P7 7 business days from creation
Target: Oct 30, 2025
🕐 Clock stopped: Completed (Jan 7)
⏸ 7d excluded (parts wait + holding)
✗ SLA Missed (61d late)
Dispatch 0.2d
Material Management 6.3d
Coordinators 11.6d
Field Work 0.4d
Incomplete 38.6d (excluded)
Billing 2.3d
✗ SLA Missed
Dispatch
0.2 days
Material Management
6.3 days
Over SLA
Coordinators
11.6 days
Over SLA
Field Work
0.4 days
Incomplete (excluded from total)
38.6 days
Billing
2.3 days
Created: Oct 21, 2025 Due: Nov 5, 2025 Completed: Nov 12, 2025 (6 days late)
📅
16.5 days Total Age
⏱️
38.6d in Incomplete Longest Stage
🔄
17 transitions Status Changes
⚠️
13.0d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
2 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00533604
L2 review - EMS
Closed
Q-00030694 Service Requested: MedCare would like to inquire about receiving service for the following three stretchers- 20S-020118 ( There is a bolt missing from the tracking at the foot of the stretcher). 20S-020126 (bilateral handle issues for the lowering the back of the stretcher). Possible parts needed 2 release cables, 2831674 For tech to have if needed, possible adjustment. 20S-020123 (The stretcher will not stay at a height. Hydraulic issue). 20S-020124 (Tension issue the stretcher just drops. I believe this one was serviced for similar issues a few months back). Possible parts needed 1 actuator harness LVDT, 2183121 1 position sensor, 2183111 The technician will need to evaluate each unit and determine if parts are needed for repairs. If any parts are not needed, they will not be used.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Joshua Daugherty
Owner
Shelby Robinson
Created
Oct 7, 2025
Work Orders from this Case (4)
WO-01310600 Invoiced
Evaluation • Chris Galasso
Created: Oct 21, 2025 • Closed: Nov 16, 2025
WO-01310603 Invoiced
Evaluation • Chris Galasso
Created: Oct 21, 2025 • Closed: Nov 12, 2025
WO-01310604 Invoiced
Evaluation • Chris Galasso
Created: Oct 21, 2025 • Closed: Nov 12, 2025
WO-01310608 (current) Invoiced
Repair • Chris Galasso
Created: Oct 21, 2025 • Closed: Nov 12, 2025
Completed with significant delays
Invoiced • 205 days old
🚨
Primary Delay 38.6 days stuck in "Incomplete"
⏱️
Total Delay 13.0 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
6.3d / 3.0d SLA
Ready for Scheduling
0.1d / 1.0d SLA
Assigned
3.0d / 0.5d SLA
Scheduled
8.5d / 2.0d SLA
Tech On Site
0.0d / 1.0d SLA
Incomplete
38.6d
Completed
0.4d / 1.0d SLA
Closed
1.7d / 1.0d SLA
Billing Review
0.0d / 2.0d SLA
WO Correction Needed
1.2d
Ready to Bill
1.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1.7 M. Bateman This WO should not have been placed in WO correction and the tech should not be dinged for this.

1/6/25DPatton - Unable to update WO status to Ready To Bill. WO appears to be serviced/closed?

1/5/26 lcoonrod

follow up in case 00556161


1/5 moved to serviced, quote expired but FSE needs to answer questions on close screen to be able to close it

11/14 KWeiss, Created case and sent to sales for quoting.

10/31 MOwens Josh replied back that any day during the week of Nov 10th works for him. Replied back scheduling the visit for Wed 10/12 between 9-5.

10/30 MOwens Sent an email to Josh about scheduling during the week of Nov 10 based on the availability of the tech

10/29/25 RCook- Still waiting on parts for WO-01310603. Updated due date.


10/24/25 RCook- Spoke with Joshua Daugherty states he would like all evaluations and PM completed at the same time. Advised we have WO-01310608 and WO-01310603 in awaiting parts and as soon as tracking is received we will reach out to schedule. See logged call on WO-01310604


10/21/25 NatoshaB - Site is also due for Annual PM on all equipment (16 assets). Please schedule eval WO's and PM WO-01310612 together if possible.

🔧 Work Performed
MISSING HARDWARE ALLOWING SLIDER SHAFTS TO MOVE; RFQ TO REPAIR SUBMITTED; NO PARTS USED Case 544211 Quote Expired
🔍 Technician Findings
COT JAMS / JUMPS DOWN FROM FULLY RAISED HEIGHT
⚠️ Problem Description
Q-00030694 Service Requested: MedCare would like to inquire about receiving service for the following three stretchers- 20S-020124 1 hr. labor for evaluation 1 actuator harness LVDT, 2183121 1 position sensor, 2183111 The technician will need to evaluate each unit and determine if parts are needed for repairs. If any parts are not needed, they will not be used. https://www.ebiotrack.com/workorder.php?wo=69124
📄 Description
Ferno Power X1 Power Cot

Timeline

📞
Case Linked Oct 7, 1:55 PM
Case Number: 00533604
Subject: L2 review - EMS
Status: Closed
🚨 11.0 business days
📋
▶
2 Work Order Created Oct 21, 3:55 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 Oct 21, 5:33 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Keith Weiss
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 1h 37m
⚠️ 6.8 business days
📅
Status: Ready for Scheduling by Amy Greene Oct 29, 9:14 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 7d 15h
👷
▶
2 Technician Assigned Oct 29, 9:38 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Rhea Berry
From: Ready for Scheduling
To: Assigned
Duration in Previous: 24m
💵
Expenses Added Oct 29, 3:21 PM
Type: Expenses
Status: Open
Qty: 1
⏳ 3.0 business days
🗓️
▶
2 Status: Scheduled Oct 31, 3:43 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2025-11-12T14:00:00.000+0000
⚠️ 9.0 business days
🔧
▶
3 Status: Tech On Site Nov 12, 11:55 AM
Status: Tech On Site → Labor Added → Status: Completed
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 0.75
✔️
Status: Completed by Chris Galasso
From: Tech On Site, Completed
To: Completed, Incomplete
Duration in Previous: 4m, 0m
✔️
Status: Completed by Chris Galasso Nov 12, 12:25 PM
From: Incomplete
To: Completed
Duration in Previous: 25m
⚠️
Status: Incomplete by Chris Galasso Nov 12, 2:33 PM
From: Completed
To: Incomplete
Duration in Previous: 2h 7m
🚨 39.0 business days
✔️
Status: Completed by Rhonnie Reeves Jan 5, 12:22 PM
From: Incomplete
To: Completed
Duration in Previous: 53d 21h
🏁
Status: Closed by Joseph Whalen Jan 5, 1:29 PM
From: Completed
To: Closed
Duration in Previous: 1h 7m
⏳ 2.0 business days
💵
Status: Billing Review by Diane Patton Jan 6, 4:58 PM
From: Closed
To: Billing Review
Duration in Previous: 1d 3h
✏️
Status: WO Correction Needed by Diane Patton Jan 6, 5:04 PM
From: Billing Review
To: WO Correction Needed
Duration in Previous: 6m
🏁
▶
2 Status: Closed Jan 7, 9:15 AM
Status: Closed → Status: Incomplete
⚠️
Status: Incomplete by Matthew Bateman
From: Closed, Incomplete
To: Incomplete, Completed
Duration in Previous: 4m, 0m
🏁
Status: Closed by Matthew Bateman Jan 7, 9:20 AM
From: Completed, Closed
To: Closed, Ready to Bill
Duration in Previous: 0m
📨
▶
2 Status: Invoice Pending Jan 7, 5:49 PM
Status: Invoice Pending → Invoice Created
🧾
Invoice Created
Invoice Number: SM-250743

Bottlenecks

Awaiting Parts
Duration: 6.3 business days (threshold: 3.0 business days)
Exceeded by 3.3 business days
Assigned
Duration: 3.0 business days (threshold: 4.0 business hours)
Exceeded by 2.5 business days
Scheduled
Duration: 8.5 business days (threshold: 2.0 business days)
Exceeded by 6.5 business days
Closed
Duration: 1.7 business days (threshold: 1.0 business days)
Exceeded by 5.5 business hours

🔗 Related Artifacts

📞
Case 00533604
Closed
📦
Parts Order 00083944
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P7
Type
Repair
Branch
MedPro
Technician
Chris Galasso
Scheduled
Nov 12, 9:00 AM
Created
Oct 21, 3:55 PM
Invoice #
SM-250743

Work Details (2)

Name Type Status Qty Amount Date
WL-02988307 Expenses Open 1 $0.00 Oct 29, 3:21 PM
WL-03004521 Labor Open 0.75 $0.00 Nov 12, 11:58 AM

Details