Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01311968 ↗ ServiceMax

LAREDO FIRE DEPARTMENT/EMS OPERATIONS • Repair • P7

📍 Laredo Fire Department — 616 EAST DEL MAR BLVD, Laredo TX, 78041

Oct 29, 2025 → Dec 4, 2025

✅ Completed
P7 7 business days from creation
Target: Nov 7, 2025
🕐 Clock stopped: Completed (Dec 5)
⏸ 22d excluded (parts wait + holding)
✗ SLA Missed (5d late)
Dispatch 0.0d
Material Management 17.4d
Coordinators 10.8d
✗ SLA Missed
Dispatch
0.0 days
Material Management
17.4 days
Over SLA
Coordinators
10.8 days
Over SLA
Created: Oct 29, 2025 Due: Dec 4, 2025 Completed: Dec 5, 2025 (on time)
📅
26.5 days Total Age
⏱️
17.4d in Awaiting Parts Longest Stage
🔄
7 transitions Status Changes
⚠️
24.7d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
4 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00537457
Needs quote
Closed
Q-00030730 Follow up to WO-01300582 Inspection #: 29724 Asset ID: a0C6e00000vUAXMEA4 Model: Ferno Washington Inc - Model 59-T EZ-Glide Notes: Follow-up required. Parts Needed- Emsar to follow up with quote for needed replacement part. Reviewed service with customer, quote needed Parts needed: 4" Front caster, complete 190-1494 qty: 2
Priority
Standard
Origin
Email
Reason
New Case
Contact
Adrian Esparza
Owner
Sherry Reich
Created
Oct 22, 2025
Work Orders from this Case (1)
WO-01311968 (current) Invoiced
Repair • Chane Lacy
Created: Oct 29, 2025 • Closed: Dec 4, 2025
Completed with significant delays
Invoiced • 197 days old
🚨
Primary Delay 17.4 days stuck in "Awaiting Parts"
⏱️
Total Delay 24.7 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
17.4d / 3.0d SLA
Ready for Scheduling
0.0d / 1.0d SLA
Assigned
6.8d / 0.5d SLA
Scheduled
4.0d / 2.0d SLA
Closed
3.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/1 KKelch Adrian called me back to schedule for 12/4 between 9 and 11 am. Customer confirmed. Call logged on WO-01311961

11/25/25 RBerry- LM with Adrian Esparza to discuss scheduling. See logged call on WO-01312550



11/25/25 RBerry- Spoke with technician to determine how much time is needed onsite for all 8 repairs. States he has not had visibility to most. Sent an email to tech to determine how much time is needed to move forward with scheduling. See logged email on WO-01312550


11/25/25 RBerry- Updated due date based on tracking and WO-01312550


11/21/2025 Sramen - updated due date:

11/21 KKelch-customer requested for us to wait to schedule repairs until all units are ready to be serviced

🔧 Work Performed
12/4 CLacy- Removed and replaced front casters and hardware. Functional testing passed. This unit is ready to return to service
🔍 Technician Findings
Front wheels are damaged
⚠️ Problem Description
Q-00030730 Follow up to WO-01300582 Inspection #: 29724 Asset ID: a0C6e00000vUAXMEA4 Model: Ferno Washington Inc - Model 59-T EZ-Glide Notes: Follow-up required. Parts Needed- Emsar to follow up with quote for needed replacement part. Reviewed service with customer, quote needed Parts needed: 4" Front caster, complete 1901494 qty: 2 https://www.ebiotrack.com/workorder.php?wo=69336
📄 Description
Ferno Model 59-T EZ-Glide Stair Chair

Timeline

📞
Case Linked Oct 22, 12:09 PM
Case Number: 00537457
Subject: Needs quote
Status: Closed
⚠️ 6.0 business days
📋
▶
2 Work Order Created Oct 29, 4:26 PM
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, 4:48 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Keith Weiss
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 21m
🚨 17.9 business days
📅
Status: Ready for Scheduling by Amy Greene Nov 21, 12:42 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 22d 20h
👷
▶
2 Technician Assigned Nov 21, 12:57 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 15m
🔩
2x Parts Added Nov 21, 4:22 PM
Type: Parts, Expenses
Status: Open
Qty: 2, 1
⚠️ 7.0 business days
🗓️
▶
2 Status: Scheduled Dec 1, 9:57 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-12-04T15:00:00.000+0000
⏳ 4.0 business days
⏱️
▶
2 2x Labor Added Dec 4, 7:05 PM
2x Labor Added → Status: Completed
✔️
Status: Completed by Chane Lacy
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 3d 9h, 0m
⏳ 3.6 business days
📄
Status: Ready to Bill by Diane Patton Dec 9, 11:56 AM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 4d 16h, 0m
🚨 20.0 business days
🧾
Invoice Created Jan 5, 11:00 AM
Invoice Number: SM-248555

Bottlenecks

Awaiting Parts
Duration: 17.4 business days (threshold: 3.0 business days)
Exceeded by 14.4 business days
Assigned
Duration: 6.8 business days (threshold: 4.0 business hours)
Exceeded by 6.3 business days
Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00537457
Closed
📦
Parts Order 00084427
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P7
Type
Repair
Branch
ERLA - PROD
Technician
Chane Lacy
Scheduled
Dec 4, 10:00 AM
Created
Oct 29, 4:26 PM
Invoice #
SM-248555

Work Details (4)

Name Type Status Qty Amount Date
WL-03016775 Parts Open 2 $122.68 Nov 21, 4:22 PM
WL-03016776 Expenses Open 1 $0.00 Nov 21, 4:22 PM
WL-03027127 Labor Open 1 $0.00 Dec 4, 7:05 PM
WL-03027128 Labor Open 0.5 $0.00 Dec 4, 7:05 PM

Details