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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01311980 ↗ ServiceMax

SeniorCare EMS • Repair • P7

📍 SeniorCare EMS — 891 Stanley Ave, Brooklyn NY, 11208

Oct 29, 2025 → Nov 20, 2025

✅ Completed
P7 7 business days from creation
Target: Nov 7, 2025
🕐 Clock stopped: Completed (Nov 21)
⏸ 1d excluded (parts wait + holding)
✗ SLA Missed (12d late)
Dispatch 0.0d
Material Management 1.8d
Coordinators 13.5d
Field Work 1.5d
Incomplete 5.1d (excluded)
Billing 1.2d
✗ SLA Missed
Dispatch
0.0 days
Material Management
1.8 days
Coordinators
13.5 days
Over SLA
Field Work
1.5 days
Over SLA
Incomplete (excluded from total)
5.1 days
Billing
1.2 days
Created: Oct 29, 2025 Due: Nov 20, 2025 Completed: Nov 21, 2025 (on time)
📅
16.9 days Total Age
⏱️
5.1d in Incomplete Longest Stage
🔄
14 transitions Status Changes
⚠️
7.5d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
16 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 David Trost — scheduling delays attributed to technician, not coordinators
Visit 1 Nov 4, 2025
Visit 2 Nov 20, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00538002
needs added to ebt, sent teams msg
Closed
Q-00030808 2- 59t power chairs both need a set of tracks serial number not available at time of the call Parts needed: 1st stairchair, 1 set track belts, 2831644 2nd stairchair, 1 set track belts, 2831644
Priority
Standard
Origin
Email
Reason
New Case
Contact
Michael Herstein
Owner
Sherry Reich
Created
Oct 23, 2025
Work Orders from this Case (2)
WO-01311978 Invoiced
Repair • David Trost
Created: Oct 29, 2025 • Closed: Nov 20, 2025
WO-01311980 (current) Invoiced
Repair • David Trost
Created: Oct 29, 2025 • Closed: Nov 20, 2025
Completed with minor delays
Invoiced • 197 days old
🚨
Primary Delay 5.1 days stuck in "Incomplete"
⏱️
Total Delay 7.5 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
Ready for Scheduling
1.4d / 1.0d SLA
Assigned
2.0d / 0.5d SLA
Scheduled
7.8d / 2.0d SLA
Incomplete
5.1d
Awaiting Parts
1.8d / 3.0d SLA
Reschedule
2.3d / 2.0d SLA
Tech On Site
1.5d / 1.0d SLA
Closed
3.0d / 1.0d SLA
WO Correction Needed
1.2d
Ready to Bill
0.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

Travel for 11/20 moved to WO 1311978 (to bill travel together on one wo)

11/14 KSmith -- Scheduled for 11/20 with Michael on WO-01311980. Final parts arrived on 11.17. 1Z01E3E70399106971

11/14 KSmith -- Sent email to schedule for 11/20

11/13 KSmith -- Delivery date not available yet. Will schedule once delivery date is established

11/13/25 RCook- Updated due date based on parts. Removed delay code.


11/12/2025 KeithC - Adding misisng item to ferno bulk order for today. Placing the pick ticket out in tray to get the rest of it picked and held.

11/10 KHardison, added approved quote, Q-00031001, for parts.

11/10 KSmith -- Quote sent to customer. Valid until 12.7

11/7 KWeiss, Created case and sent to sales for quoting.

10/31 KSmith -- Scheduled for 11/4 with Michael

10/30 KSmith -- Advised Michael that all parts are shipping today and we have Tues-Fri available next week. Awaiting response

10/30 KSmith -- Awaiting parts for WO-01311978. Advised Michael we are still waiting on those parts to ship.

🔧 Work Performed
11n-198910 redNeeds motor bottom coverUpper telescoping cap on left side non-iv 84846172ea lower slide bearing 8484618 Patient right lower extension handle bushing and bolt on the mainframe side Patient left brake and wheel assembly 1ea 090-5843 (Left)Patient right break and wheel assembly1ea 0905841 (Right),  Seat panel 239-0550 11-20-25 Replaced all components listed above.. Unit passes functional testing and has been returned to service.
🔍 Technician Findings
11n-198910 redNeeds motor bottom coverUpper telescoping cap on left side non-iv 84846172ea lower slide bearing 8484618 Patient right lower extension handle bushing and bolt on the mainframe side Patient left brake and wheel assembly 1ea 090-5843 (Left)Patient right break and wheel assembly1ea 0905841 (Right),  Seat panel 239-0550 11-21 Replaced all components listed above.. Unit passes functional testing and has been returned to service.
⚠️ Problem Description
Q-00031001, parts order. Q-00030808 2- 59t power chairs (2 of 2) both need a set of tracks serial number not available at time of the call https://www.ebiotrack.com/workorder.php?wo=69345
📄 Description
Ferno Model 59-T PowerTraxx Stair Chair

Timeline

📞
Case Linked Oct 23, 6:04 PM
Case Number: 00538002
Subject: needs added to ebt, sent teams msg
Status: Closed
⏳ 4.7 business days
📋
▶
2 Work Order Created Oct 29, 4:37 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 2m
👷
▶
2 Technician Assigned Oct 30, 10:20 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 17h 40m
🗓️
▶
2 Status: Scheduled Oct 31, 8:23 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-11-04T14:00:00.000+0000
⏳ 3.0 business days
⏱️
▶
2 2x Labor Added Nov 4, 6:31 PM
2x Labor Added → Status: Completed
✔️
Status: Completed by David Trost
From: Scheduled, Completed
To: Completed, Incomplete
Duration in Previous: 4d 11h, 0m
⚠️ 5.7 business days
📦
▶
2 Parts Requested Nov 11, 12:47 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Keith Weiss
From: Incomplete
To: Awaiting Parts
Duration in Previous: 6d 18h
⏳ 2.0 business days
🔩
▶
2 10x Parts Added Nov 12, 4:50 PM
10x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Sean Weaver
From: Awaiting Parts
To: Reschedule
Duration in Previous: 1d 4h
⏳ 2.9 business days
🗓️
▶
2 Status: Scheduled Nov 14, 12:29 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-11-20T14:00:00.000+0000
⏳ 4.0 business days
📅
Dispatch Scheduled by Kourtney Smith Nov 19, 12:11 PM
Scheduled For: 2025-11-20T16:00:00.000+0000
🔧
Status: Tech On Site by David Trost Nov 20, 10:08 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 21h
⏱️
▶
2 3x Labor Added Nov 20, 10:50 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by David Trost
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 12h 42m, 0m
⏳ 2.1 business days
✏️
Status: WO Correction Needed by Diane Patton Nov 24, 9:27 AM
From: Closed
To: WO Correction Needed
Duration in Previous: 3d 10h
🔩
▶
2 Parts Added Nov 24, 8:31 PM
Parts Added → Status: Closed
🏁
Status: Closed by David Trost
From: WO Correction Needed
To: Closed
Duration in Previous: 11h 4m
📄
Status: Ready to Bill by Diane Patton Nov 25, 12:06 PM
From: Closed
To: Ready to Bill
Duration in Previous: 15h 33m
📨
Status: Invoice Pending by Diane Patton Nov 25, 12:11 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 5m
💰
Status: Invoiced by Diane Patton Nov 25, 12:17 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 5m
🚨 10.0 business days
🧾
Invoice Created Dec 8, 5:14 PM
Invoice Number: 247520

Bottlenecks

Ready for Scheduling
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.3 business hours
Assigned
Duration: 2.0 business days (threshold: 4.0 business hours)
Exceeded by 1.5 business days
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Reschedule
Duration: 2.3 business days (threshold: 2.0 business days)
Exceeded by 2.2 business hours
Scheduled
Duration: 4.8 business days (threshold: 2.0 business days)
Exceeded by 2.8 business days
Tech On Site
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 3.9 business hours
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00538002
Closed
📦
Parts Order 00085091
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P7
Type
Repair
Branch
N/A
Technician
David Trost
Scheduled
Nov 20, 11:00 AM
Created
Oct 29, 4:37 PM
Invoice #
247520

Work Details (16)

Name Type Status Qty Amount Date
WL-02996274 Labor Open 0.5 $65.00 Nov 4, 6:31 PM
WL-02996275 Labor Open 0.51666666666667 $0.00 Nov 4, 6:31 PM
WL-03005081 Parts Open 1 $210.00 Nov 12, 4:50 PM
WL-03005082 Parts Open 1 $3.00 Nov 12, 4:50 PM
WL-03005083 Parts Open 2 $4.00 Nov 12, 4:50 PM
WL-03005084 Parts Open 1 $2.00 Nov 12, 4:50 PM
WL-03005085 Parts Open 1 $11.72 Nov 12, 4:50 PM
WL-03005086 Parts Open 2 $8.00 Nov 12, 4:50 PM
WL-03005087 Parts Open 1 $145.00 Nov 12, 4:50 PM
WL-03005088 Parts Open 1 $142.00 Nov 12, 4:50 PM
WL-03005089 Parts Open 1 $117.00 Nov 12, 4:50 PM
WL-03005090 Expenses Open 1 $13.98 Nov 12, 4:50 PM
WL-03015727 Labor Open 0.75 $0.00 Nov 20, 10:50 PM
WL-03015728 Labor Open 2 $260.00 Nov 20, 10:50 PM
WL-03015729 Travel Open 11 $0.00 Nov 20, 10:50 PM
WL-03019200 Parts Open 1 $342.00 Nov 24, 8:31 PM

Details