Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01311628 ↗ ServiceMax

EDGEWATER VOLUNTEER FIRST AID SQUAD • Repair • P7

📍 Edgewater Volunteer First Aid Squad — 916 RIVER ROAD, Edgewater NJ, 07020

Oct 28, 2025 → Apr 6, 2026

✅ Completed
P7 7 business days from creation
Target: Nov 6, 2025
🕐 Clock stopped: Completed (Apr 7)
⏸ 60d excluded (parts wait + holding)
✗ SLA Missed (91d late)
Dispatch 2.6d
Material Management 46.9d
Holding 42.3d (excluded)
Coordinators 32.0d
Field Work 2.2d
Incomplete 6.0d (excluded)
Billing 0.0d
✗ SLA Missed
Dispatch
2.6 days
Over SLA
Material Management
46.9 days
Over SLA
Holding (excluded from total)
42.3 days
Coordinators
32.0 days
Over SLA
Field Work
2.2 days
Over SLA
Incomplete (excluded from total)
6.0 days
Billing
0.0 days
Created: Oct 28, 2025 Due: Jan 2, 2026 Completed: Apr 7, 2026 (94 days late)
📅
115.2 days Total Age
⏱️
42.3d in On Hold Longest Stage
🔄
30 transitions Status Changes
⚠️
53.9d over Total Delay
📦
4 orders, 0 quotes Parts & Quotes
📝
15 lines Work Details
🚩
3 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
3 On-Site Visits (3 reschedules)
3 on-site visits — why were multiple trips needed?
👤 Self-scheduled by David Trost — scheduling delays attributed to technician, not coordinators
Visit 1 Nov 5, 2025
Visit 2 Dec 30, 2025
Visit 3 Apr 6, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00538074
needs added to ebt
Closed
Q-00030765 stretcher SN 1910003500158 stalling when having a patient on it(up and down) The technician will need to evaluate the unit and determine if parts are needed for repairs. Possible parts needed 1ea 6500-033-000 stair chair SN 040159164 *SN needs to be confirmed while oniste* rubber tracks need to be replaced. Parts needed QTY 2 PN 6250-001-085
Priority
High
Origin
Phone
Reason
New Case
Contact
Kathy Frato
Owner
Sherry Reich
Created
Oct 24, 2025
Work Orders from this Case (2)
WO-01311625 Invoiced
Repair • David Trost
Created: Oct 28, 2025 • Closed: Nov 5, 2025
WO-01311628 (current) Invoiced
Repair • David Trost
Created: Oct 28, 2025 • Closed: Apr 6, 2026
Completed with significant delays
Invoiced • 198 days old
🚨
Primary Delay 42.3 days stuck in "On Hold"
⏱️
Total Delay 53.9 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
2.6d / 1.0d SLA
Awaiting Parts
46.9d / 3.0d SLA
Ready for Scheduling
1.5d / 1.0d SLA
Assigned
9.0d / 0.5d SLA
Scheduled
14.9d / 2.0d SLA
Tech On Site
1.0d / 1.0d SLA
Incomplete
6.0d
Reschedule
6.7d / 2.0d SLA
Completed
1.2d / 1.0d SLA
On Hold
42.3d
Closed
2.0d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

Emailed invoice through AR Inbox (fixed mileage manually)

4/1 KSmith -- Scheduled for 4/6 with Kathy. 9-11am

3/31 KSmith -- Advised Kathy that account is now off hold and can be scheduled. Provided 4/6 as a scheduled date and am awaiting response

1/30 KSmith -- Scheduled for 2/4 with Kathy. 11am-1pm

1/30 KSmith -- Sent email to schedule for Wednesday

1/29 KSmith -- Sent email to schedule for Monday

1/28 KSmith -- Parts are shipping today

01/05/2026 KeithC - Ordering items putting pick ticket with PO015746

01/02/2026 KeithC - Created IT putting it in warehouse to pick

12/26 MOwens Kathy replied back that Tues. 12/30 in the morning works for the visit.

12/24 MOwens Sent email to Kathy requesting to schedule the repair visit for 12/30 or 1/2. which ever works for the customer.

12/17/2025 AGreene - created GP IT and submitted Stryker PO015566

12/16 KSmith -- Chatter to MB and FSE that a new part order needs entered, so parts are shipping and WO goes into awaiting parts

12.16 M. Bateman Per tech notes stating he did not receive parts, placing in reschedule.

12-15 dt. tracks not received. return trip needed

12/11 KSmith -- Scheduled for 12/15 with Kathy. 9-11am on WO-01313403

12/11 KSmith -- Sent email to Kathy to schedule for Monday on WO-01313403

12/10/25 RBerry- Updated due date to match WO-01313403 due to parts.


12/10 KSmith -- Parts are WO-01313403 are shipping today

12/9 KSmith -- Parts did not ship yesterday. Should be shipping today

11/10/2025 KeithC - Ordered parts.

11/10 KHardison, added approved quote, Q-00030994, for parts.

11/7 KWeiss, Created case and sent to sales for quoting the backrest and rivets. Track belts have already been quoted but tech was shipped incorrect parts.

11/3/25 RCook- Updated due date based on parts.


11/3 KSmith -- Scheduled for Wednesday with Kathy

10/31 KSmith -- Parts are shipping today

10/29 KHardison, updated WO with Q-00030820 for correct parts.

🔧 Work Performed
4-6 dt Replaced patient right track lock. Replaced lock bar Cross bar. Completed repair. Completed maintenance and returned unit to service. 12-30 dt Replaced both tracks. Replaced backrest.  While replacing tracks, I noticed that the patient's right track lock (holds track in the open position) was not holding. Notified customer and will create follow-up. 11/5/25 Evaluated unit. Wrong parts were sent. Belt straps sent. Chair needs track belts 6252-001-085 2ea Stair chair also needs... 1ea backrest 6250-001-116 11ea rivets 0025-172-000 NO CHAARGE FOR THIS TRIP ON 11/5/25
🔍 Technician Findings
Wrong parts were sent. Belt straps sent. Chair needs track belts 6252-001-085 2ea Stair chair also needs... 1ea backrest 6250-001-116 11ea rivets 0025-172-000 12-30 dt Replaced both tracks. Replaced backrest.  While replacing tracks, I noticed that the patient's right track lock (holds track in the open position) was not holding. Notified customer and will create follow-up.   Internal latch assembly - 1ea 6252-001-014 (of 015)(this could be left or right)  please include  1ea  6252-001-100 Single spring. just in case its the other side. this spring is the only difference, unless its clear to you which is the right seid  1ea 6252-001-089 Track support crossbar
⚠️ Problem Description
Q-00030994, parts order Q-00030820 stair chair SN 040159164 *SN needs to be confirmed while oniste* rubber tracks need to be replaced. Parts needed QTY 2 PN 6252-001-085
📄 Description
Stryker 6252 Stair-PRO stair chair

Timeline

📞
Case Linked Oct 24, 9:01 AM
Case Number: 00538074
Subject: needs added to ebt
Status: Closed
⏳ 3.0 business days
📋
▶
2 Work Order Created Oct 28, 9:18 AM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Sherry Reich
From: Entered
To: L2 Screening
Duration in Previous: 0m
📦
▶
2 Parts Requested Oct 29, 9:16 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Keith Weiss
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 23h 57m
⏳ 2.0 business days
📅
Status: Ready for Scheduling by Sean Weaver Oct 30, 11:33 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 1d 2h
👷
▶
2 Status: Assigned Oct 30, 12:18 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Kourtney Smith
Technician: David Trost
⏳ 3.0 business days
🗓️
▶
2 Status: Scheduled Nov 3, 9:30 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-11-05T14:00:00.000+0000
⏳ 3.0 business days
🔧
Status: Tech On Site by David Trost Nov 5, 11:18 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 1h
⏱️
▶
2 Labor Added Nov 5, 7:18 PM
Labor Added → Status: Completed
✔️
Status: Completed by David Trost
From: Tech On Site, Completed, Closed
To: Completed, Closed, Incomplete
Duration in Previous: 8h 1m, 0m
⏳ 3.6 business days
🔍
Status: L2 Screening by Kimberly Hardison Nov 10, 9:02 AM
From: Incomplete
To: L2 Screening
Duration in Previous: 4d 13h
📦
▶
2 Parts Requested Nov 10, 1:44 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Keith Weiss
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 4h 41m
🚨 21.0 business days
📅
Status: Ready for Scheduling by Audrey Tharp Dec 8, 4:02 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 28d 2h
👷
▶
2 Technician Assigned Dec 9, 8:20 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 16h 17m
⏳ 3.0 business days
🗓️
▶
2 Status: Scheduled Dec 11, 9:58 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-12-15T14:00:00.000+0000
⏳ 4.0 business days
🔄
Status: Reschedule by Matthew Bateman Dec 16, 7:53 AM
From: Scheduled
To: Reschedule
Duration in Previous: 4d 21h
📦
▶
2 Parts Requested Dec 16, 2:33 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Shawn Rogers
From: Reschedule
To: Awaiting Parts
Duration in Previous: 6h 40m
⚠️ 6.0 business days
🔩
▶
2 4x Parts Added Dec 23, 12:08 PM
4x Parts Added → Status: Reschedule
🔄
Status: Reschedule by John Rolston
From: Awaiting Parts
To: Reschedule
Duration in Previous: 6d 21h
⏳ 4.0 business days
📅
▶
2 Dispatch Scheduled Dec 26, 10:23 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Melissa Owens
From: Reschedule
To: Scheduled
Duration in Previous: 2d 22h
⏳ 3.0 business days
🔧
Status: Tech On Site by David Trost Dec 30, 10:34 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 0h
⏱️
▶
2 4x Labor Added Dec 30, 8:21 PM
4x Labor Added → Status: Incomplete
⚠️
Status: Incomplete by David Trost
From: Completed, Tech On Site
To: Incomplete, Completed
Duration in Previous: 9h 50m
⏳ 3.4 business days
📦
▶
2 Parts Requested Jan 2, 1:20 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Gavin Poole
From: Incomplete
To: Awaiting Parts
Duration in Previous: 2d 16h
🚨 19.0 business days
📅
▶
3 Status: Ready for Scheduling Jan 28, 10:07 AM
Status: Ready for Scheduling → Technician Assigned → Status: Assigned
👷
Technician Assigned by Kourtney Smith
Technician: David Trost
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1m
🔩
2x Parts Added Jan 28, 3:49 PM
Type: Parts, Expenses
Status: Open
Qty: 1
⏳ 3.0 business days
🗓️
▶
2 Status: Scheduled Jan 30, 10:47 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-02-04T17:00:00.000+0000
⏸️
Status: On Hold by Kathryn Coombs Jan 30, 4:51 PM
From: Scheduled
To: On Hold
Duration in Previous: 6h 3m
🚨 42.9 business days
🔄
Status: Reschedule by Nancy Suarez Mar 31, 9:10 AM
From: On Hold
To: Reschedule
Duration in Previous: 59d 15h
🗓️
▶
2 Status: Scheduled Apr 1, 8:06 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-04-06T13:00:00.000+0000
⏳ 4.0 business days
⏱️
▶
2 4x Labor Added Apr 6, 9:14 PM
4x Labor Added → Status: Completed
✔️
Status: Completed by David Trost
From: Scheduled
To: Completed
Duration in Previous: 5d 13h
🏁
Status: Closed by David Trost Apr 6, 9:19 PM
From: Completed
To: Closed
Duration in Previous: 3m
⏳ 2.3 business days
📄
▶
2 Status: Ready to Bill Apr 8, 2:44 PM
Status: Ready to Bill → Status: Invoice Pending
📨
Status: Invoice Pending by Diane Patton
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 1m
💰
Status: Invoiced by Diane Patton Apr 8, 2:49 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 3m
🚨 13.0 business days
🧾
Invoice Created Apr 24, 3:40 PM
Invoice Number: SM-258734

Bottlenecks

L2 Screening
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Assigned
Duration: 3.0 business days (threshold: 4.0 business hours)
Exceeded by 2.5 business days
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Tech On Site
Duration: 1.0 business days (threshold: 1.0 business days)
Exceeded by 0.0 business hours
Awaiting Parts
Duration: 20.7 business days (threshold: 3.0 business days)
Exceeded by 17.7 business days
Ready for Scheduling
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.0 business hours
Assigned
Duration: 3.0 business days (threshold: 4.0 business hours)
Exceeded by 2.5 business days
Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Awaiting Parts
Duration: 5.6 business days (threshold: 3.0 business days)
Exceeded by 2.6 business days
Reschedule
Duration: 3.9 business days (threshold: 2.0 business days)
Exceeded by 1.9 business days
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Completed
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.4 business hours
Awaiting Parts
Duration: 18.7 business days (threshold: 3.0 business days)
Exceeded by 15.7 business days
Assigned
Duration: 3.0 business days (threshold: 4.0 business hours)
Exceeded by 2.5 business days
Scheduled
Duration: 4.2 business days (threshold: 2.0 business days)
Exceeded by 2.2 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00538074
Closed
📦
Parts Order 00084361
Closed
📦
Parts Order 00085039
Closed
📦
Parts Order 00086839
Closed
📦
Parts Order 00087599
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P7
Type
Repair
Branch
MedPro
Technician
David Trost
Scheduled
Apr 6, 9:00 AM
Created
Oct 28, 9:18 AM
Invoice #
SM-258734

Work Details (15)

Name Type Status Qty Amount Date
WL-02997751 Labor Open 0.5 $0.00 Nov 5, 7:18 PM
WL-03046207 Parts Open 11 $25.08 Dec 23, 12:08 PM
WL-03046208 Parts Open 1 $166.05 Dec 23, 12:08 PM
WL-03046209 Parts Open 2 $1,674.00 Dec 23, 12:08 PM
WL-03046210 Expenses Open 1 $23.77 Dec 23, 12:08 PM
WL-03050434 Labor Open 1.5 $195.00 Dec 30, 8:21 PM
WL-03050435 Labor Open 1.5 $195.00 Dec 30, 8:21 PM
WL-03050436 Travel Open 32 $23.36 Dec 30, 8:21 PM
WL-03050437 Expenses Open 1 $0.00 Dec 30, 8:21 PM
WL-03082066 Parts Open 1 $74.40 Jan 28, 3:49 PM
WL-03082067 Expenses Open 1 $12.25 Jan 28, 3:49 PM
WL-03175286 Labor Open 1.5 $195.00 Apr 6, 9:14 PM
WL-03175287 Labor Open 2 $260.00 Apr 6, 9:14 PM
WL-03175288 Travel Open 33 $24.09 Apr 6, 9:14 PM
WL-03175289 Expenses Open 1 $0.00 Apr 6, 9:14 PM

Details