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WO-01310960 ↗ ServiceMax

RELIANCE MEDICAL TRANSPORT • Repair • P7

📍 Reliance Medical Transport - Challedon Dr. (ID: 24085) — 5261 Challedon Dr., Virginia Beach VA, 23462

Oct 23, 2025 → Apr 15, 2026

✅ Completed
P7
SLA Clock
7 business days from creation · Target: Nov 3, 2025
✗ SLA Missed (52 biz days late)
Active: 59 biz days
Paused: 58 biz days
Budget: 7 biz days
🕐 Clock stopped: Completed (Apr 15, 2026)
SLA Target
▶ Clock Running
Status: Created
Oct 23 → Oct 23, 2025
0 business days (counted)
Running total: 0 of 7 biz days used
▶ Clock Running
Status: L2 Screening
Oct 23 → Oct 23, 2025
0 business days (counted)
Running total: 0 of 7 biz days used
⏸21d
⏸ Clock Paused
Status: Awaiting Parts
Oct 23 → Nov 24, 2025
21 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Nov 24 → Nov 25, 2025
1 business day (counted)
Running total: 1 of 7 biz days used
37d
▶ Clock Running
Status: Assigned
Nov 25 → Jan 22, 2026
37 business days (counted)
Running total: 38 of 7 biz days used
⏸12d
⏸ Clock Paused
Status: Awaiting Parts
Jan 22 → Feb 9, 2026
12 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Feb 9 → Feb 10, 2026
1 business day (counted)
Running total: 39 of 7 biz days used
▶ Clock Running
Status: Assigned
Feb 10 → Feb 10, 2026
0 business days (counted)
Running total: 39 of 7 biz days used
▶ Clock Running
Status: Scheduled
Feb 10 → Feb 20, 2026
7 business days (counted)
Running total: 46 of 7 biz days used
▶ Clock Running
Status: Completed
Feb 20 → Feb 20, 2026
0 business days (counted)
Running total: 46 of 7 biz days used
▶ Clock Running
Status: Closed
Feb 20 → Feb 20, 2026
0 business days (counted)
Running total: 46 of 7 biz days used
▶ Clock Running
Status: Incomplete
Feb 20 → Feb 24, 2026
2 business days (counted)
Running total: 48 of 7 biz days used
▶ Clock Running
Status: L2 Screening
Feb 24 → Feb 24, 2026
0 business days (counted)
Running total: 48 of 7 biz days used
⏸25d
⏸ Clock Paused
Status: Awaiting Parts
Feb 24 → Mar 31, 2026
25 business days (not counted)
▶ Clock Running
Status: Reschedule
Mar 31 → Apr 8, 2026
6 business days (counted)
Running total: 54 of 7 biz days used
▶ Clock Running
Status: Assigned
Apr 8 → Apr 9, 2026
1 business day (counted)
Running total: 55 of 7 biz days used
▶ Clock Running
Status: Scheduled
Apr 9 → Apr 15, 2026
4 business days (counted)
Running total: 59 of 7 biz days used
▶ Clock Running
Status: Tech On Site
Apr 15 → Apr 15, 2026
0 business days (counted)
Running total: 59 of 7 biz days used
Created: Oct 23, 2025 Completed: Apr 15, 2026
Business Days Used 59 / 7
0 7d budget +52d over
Show SLA Clock Detail (18 periods)
Period Status Clock Biz Days Running Total
Oct 23 → Oct 23 Created ▶ Running 0 0 / 7
Oct 23 → Oct 23 L2 Screening ▶ Running 0 0 / 7
Oct 23 → Nov 24 Awaiting Parts ⏸ Paused 21 —
Nov 24 → Nov 25 Ready for Scheduling ▶ Running 1 1 / 7
Nov 25 → Jan 22 Assigned ▶ Running 37 38 / 7
Jan 22 → Feb 9 Awaiting Parts ⏸ Paused 12 —
Feb 9 → Feb 10 Ready for Scheduling ▶ Running 1 39 / 7
Feb 10 → Feb 10 Assigned ▶ Running 0 39 / 7
Feb 10 → Feb 20 Scheduled ▶ Running 7 46 / 7
Feb 20 → Feb 20 Completed ▶ Running 0 46 / 7
Feb 20 → Feb 20 Closed ▶ Running 0 46 / 7
Feb 20 → Feb 24 Incomplete ▶ Running 2 48 / 7
Feb 24 → Feb 24 L2 Screening ▶ Running 0 48 / 7
Feb 24 → Mar 31 Awaiting Parts ⏸ Paused 25 —
Mar 31 → Apr 8 Reschedule ▶ Running 6 54 / 7
Apr 8 → Apr 9 Assigned ▶ Running 1 55 / 7
Apr 9 → Apr 15 Scheduled ▶ Running 4 59 / 7
Apr 15 → Apr 15 Tech On Site ▶ Running 0 59 / 7
Dispatch 0.0d
Material Management 59.9d
Coordinators 62.3d
Field Work 0.1d
Incomplete 3.0d (excluded)
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
59.9 days
Over SLA
Coordinators
62.3 days
Over SLA
Field Work
0.1 days
Incomplete (excluded from total)
3.0 days
Billing
0.0 days
Created: Oct 23, 2025 Due: Apr 7, 2026 Completed: Apr 15, 2026 (7 days late)
📅
118.0 days Total Age
⏱️
38.0d in Assigned Longest Stage
🔄
19 transitions Status Changes
⚠️
103.9d over Total Delay
📦
4 orders, 0 quotes Parts & Quotes
📝
14 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits (1 reschedule)
2 on-site visits — follow-up trip required
👤 Self-scheduled by Rozier Cole — scheduling delays attributed to technician, not coordinators
Visit 1 Feb 19, 2026
Visit 2 Apr 15, 2026

AI Analysis

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Originating Case

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🎫
Case #00536981
L2 review
Closed
Q-00030720 Inspection #: 29004 Asset ID: 13261448 Model: Stryker Corporation - Stryker 6390 PowerLoad Notes: Clean and disinfected fastener. Fastener passed all inspection checkpoints. All operational and functional test passed with and without cot. Charging and communications passed (if applicable) . Unit fully operational, reviewed inspection results with customer, returned to service. 10/20/25 Follow-up required. Out of tolerance. Unit not charging Requires anchor pawl: 6390001069S X1
Priority
Standard
Origin
Email
Reason
New Case
Contact
Kari Calhoun
Owner
Jessica Sells
Created
Oct 20, 2025
Work Orders from this Case (1)
WO-01310960 (current) Invoiced
Repair • Rozier Cole
Created: Oct 23, 2025 • Closed: Apr 15, 2026
Completed with significant delays
Invoiced • 294 days old
🚨
Primary Delay 38.0 days stuck in "Assigned"
⏱️
Total Delay 103.9 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
59.9d / 3.0d SLA
Ready for Scheduling
2.7d / 1.0d SLA
Assigned
40.6d / 0.5d SLA
Scheduled
12.0d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Incomplete
3.0d
Reschedule
7.0d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Closed
1.2d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

TBA exceeded quote due to incorrect parts quoted.

4/9 MOwens Ryan called back and the repair visit is scheduled for first available on 4/15 with arrival between 11-12.

4/9 MOwens Called and left vm for Ryan Gallagher about scheduling for 4/15.

4/8 MOwens Called to speak to Ryan Gallagher. Left a vm for him to call back to schedule the repair visit for next Wed. 4/15.

3/31/26 Rberry- Parts are shipping out today. Updated due date and removed delay code.


3/27/26 NatoshaB - PO notes as of this date:

03/23/2026 ATharp - Received 6 ct. of 6390-001-440 and followed up with Stryker about 0004-665-000--they cannot provide a lead time.

03/03/2026 ATharp - Only waiting on 0004-665-000.

02/25/2026 ATharp - Making Stryker PO for all items + stock. Keeping IT with PO.

02/24/2026 ATharp - IT printed and in warehouse.


2/24 KWeiss, Quote approved, moving w/o to L2 screening for parts order.

2/23 KWeiss, Created case and sent to sales for quoting.

2/10 MOwens Kari called back and the repair/PM visit is scheduled for 2/18-2/19 per her request.

2/10 MOwens Called to speak to Kari Calhoun. Left a vm for her to call back to schedule the repair visit.

2/10/26 RBerry- Updated due date based on parts.


Esc PO for MM/Orders review - 1/27/26 NatoshaB - What is the status of this parts order? Cannot find "PO-88887" and 1st comment says "putting in warehouse to pick." Customer has several units down and this is a re-order.


1/22 MOwens Per tech's email the wrong part was sent for this repair.

1/16/2026 SRamen -parts for WO-01325218 on backorder not expected until 2/14/2026


1/12/2026 Sramen - still waiting on parts for WO-01325218.


1/6/26 RBerry- Updated due date based on parts for WO-01325218


12/31/25 RBerry- LM with Kari Calhoun to discuss if she would like all WOs completed together or wait on parts for WO-01325218. Updated due date based on parts. See logged call on WO-01314355


12/24 MOwens WO-01325218 is still awaiting parts.

12/09/2025 LHill-still waiting for parts on WO-01314355.


12/4/2025 Sramen - pushed out due date. Still waiting on parts for WO-01314355. parts order priority was set to high on that wo.

11/25 MOwens WO-01314355 is still in awaiting parts status.

🔧 Work Performed
Had to disassemble cot to remove from trolley Trolley not removing from head end Found trolley stop ramp on floor Got trolley removed Got rail removed Confirmed truck is providing power Installed new anchor pawl assembly Reassembled rail Reattached trolley ramp stop Found release latches stuck and cracked Found improper wing installation and a lot of hardware missing. wires improperly routed Cot bumper broken Unit charges trolley and cot now after repair but missing hardware 4/15 TROUBLESHOT - RETURNED UNIT TO SERVICE - COT BATTERY SWAPPED
🔍 Technician Findings
Unit located Cot not releasing Unit not charging 4/15 UNIT NOT CHARGING - COT HAS BAD BATTERY THATS DISCHARGING FAST
⚠️ Problem Description
Q-00030720 Inspection #: 29004 Asset ID: 13261448 Model: Stryker Corporation - Stryker 6390 PowerLoad Notes: Clean and disinfected fastener. Fastener passed all inspection checkpoints. All operational and functional test passed with and without cot. Charging and communications passed (if applicable) . Unit fully operational, reviewed inspection results with customer, returned to service. 10/20/25 Follow-up required. Out of tolerance. Unit not charging Requires anchor pawl: 6390001069S X1 https://www.ebiotrack.com/workorder.php?wo=69184
📄 Description
Stryker 6390 Power-LOAD Fastener System

Timeline

📞
Case Linked Oct 20, 10:10 PM
Case Number: 00536981
Subject: L2 review
Status: Closed
⏳ 3.2 business days
📋
▶
2 Work Order Created Oct 23, 9:39 AM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Jessica Sells
From: Entered
To: L2 Screening
Duration in Previous: 1m
📦
▶
2 Parts Requested Oct 23, 9:48 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Dave Creditt
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 8m
🚨 22.0 business days
📅
Status: Ready for Scheduling by Keith Canterbury Nov 24, 4:18 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 32d 7h
👷
▶
2 Technician Assigned Nov 25, 9:35 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 17h 17m
💵
2x Expenses Added Nov 25, 1:04 PM
Type: Expenses
Status: Open
Qty: 1
🚨 38.0 business days
📦
▶
2 Parts Requested Jan 22, 2:57 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Matthew Bateman
From: Assigned
To: Awaiting Parts
Duration in Previous: 58d 5h
📦
Parts Requested Jan 22, 4:12 PM
Order: 00088902
Status: Shipped
🚨 13.0 business days
📅
Status: Ready for Scheduling by Audrey Tharp Feb 9, 3:55 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 18d 0h
👷
▶
2 Technician Assigned Feb 10, 9:51 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 17h 55m
🔩
2x Parts Added Feb 10, 11:25 AM
Type: Parts, Expenses
Status: Open
Qty: 1
🗓️
▶
2 Status: Scheduled Feb 10, 2:33 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2026-02-18T17:00:00.000+0000
⚠️ 7.0 business days
⏱️
▶
3 3x Labor Added Feb 19, 10:39 PM
3x Labor Added → Status: Completed → Status: Closed
✔️
Status: Completed by Todd Fogiel
From: Scheduled
To: Completed
Duration in Previous: 9d 8h
🏁
Status: Closed by Todd Fogiel
From: Completed, Closed
To: Closed, Incomplete
Duration in Previous: 2m, 0m
⏳ 3.2 business days
🔍
▶
3 Status: L2 Screening Feb 24, 3:46 PM
Status: L2 Screening → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00090996
Status: Closed
📦
Status: Awaiting Parts by Keith Weiss
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 2m
🚨 26.0 business days
🔩
▶
2 6x Parts Added Mar 31, 12:23 PM
6x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Melissa Barrett
From: Awaiting Parts
To: Reschedule
Duration in Previous: 34d 19h
⚠️ 7.0 business days
👷
▶
2 Technician Assigned Apr 8, 9:49 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Reschedule
To: Assigned
Duration in Previous: 7d 21h
🗓️
▶
2 Status: Scheduled Apr 9, 9:37 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2026-04-15T15:30:00.000+0000
⚠️ 5.0 business days
🔧
Status: Tech On Site by Rozier Cole Apr 15, 6:01 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 6d 8h
⏱️
▶
2 Labor Added Apr 15, 6:27 PM
Labor Added → Status: Completed
✔️
Status: Completed by Rozier Cole
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 25m, 0m
📄
▶
2 Status: Ready to Bill Apr 16, 9:07 AM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
🚨 57.0 business days
🧾
Invoice Created Jul 8, 5:02 PM
Invoice Number: SM-259320

Bottlenecks

Awaiting Parts
Duration: 22.0 business days (threshold: 3.0 business days)
Exceeded by 19.0 business days
Ready for Scheduling
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.7 business hours
Assigned
Duration: 38.0 business days (threshold: 4.0 business hours)
Exceeded by 37.5 business days
Awaiting Parts
Duration: 12.5 business days (threshold: 3.0 business days)
Exceeded by 9.5 business days
Ready for Scheduling
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.1 business hours
Assigned
Duration: 4.7 business hours (threshold: 4.0 business hours)
Exceeded by 0.7 business hours
Scheduled
Duration: 7.0 business days (threshold: 2.0 business days)
Exceeded by 5.0 business days
Awaiting Parts
Duration: 25.4 business days (threshold: 3.0 business days)
Exceeded by 22.4 business days
Reschedule
Duration: 7.0 business days (threshold: 2.0 business days)
Exceeded by 5.0 business days
Assigned
Duration: 2.0 business days (threshold: 4.0 business hours)
Exceeded by 1.5 business days
Scheduled
Duration: 5.0 business days (threshold: 2.0 business days)
Exceeded by 3.0 business days
Closed
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.5 business hours

🔗 Related Artifacts

📞
Case 00536981
Closed
📦
Parts Order 00084040
Closed
📦
Parts Order 00088887
Closed
📦
Parts Order 00088902
Shipped
📦
Parts Order 00090996
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P7
Type
Repair
Branch
MedPro
Technician
Rozier Cole
Scheduled
Apr 15, 11:30 AM
Created
Oct 23, 9:39 AM
Invoice #
SM-259320

Work Details (14)

Name Type Status Qty Amount Date
WL-03019666 Expenses Open 1 $38.35 Nov 25, 1:04 PM
WL-03019668 Expenses Open 1 $0.00 Nov 25, 1:05 PM
WL-03099027 Parts Open 1 $2,389.50 Feb 10, 11:25 AM
WL-03099028 Expenses Open 1 $0.00 Feb 10, 11:25 AM
WL-03113265 Labor Open 3 $0.00 Feb 19, 10:39 PM
WL-03113266 Labor Open 1 $0.00 Feb 19, 10:39 PM
WL-03113267 Travel Open 54 $0.00 Feb 19, 10:39 PM
WL-03166838 Parts Open 1 $18.48 Mar 31, 12:23 PM
WL-03166839 Parts Open 1 $4.62 Mar 31, 12:23 PM
WL-03166840 Parts Open 16 $34.40 Mar 31, 12:23 PM
WL-03166841 Parts Open 4 $8.32 Mar 31, 12:23 PM
WL-03166842 Parts Open 2 $39.86 Mar 31, 12:23 PM
WL-03166843 Expenses Open 1 $18.86 Mar 31, 12:23 PM
WL-03187580 Labor Open 1 $0.00 Apr 15, 6:27 PM

Details