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← WO Overview

WO-01312981 ↗ ServiceMax

GRAHAM FIELD MEDICAL • Repair • P7

📍 Heaton Laser & Surgery Center — 3355 Earl Campbell Parkway, Tyler TX, 75701

Nov 4, 2025 → Dec 12, 2025

✅ Completed
P7
SLA Clock
7 business days from creation · Target: Nov 14, 2025
✗ SLA Missed (2 biz days late)
Active: 9 biz days
Paused: 16 biz days
Budget: 7 biz days
🕐 Clock stopped: Completed (Dec 12, 2025)
SLA Target
▶ Clock Running
Status: Created
Nov 4 → Nov 4, 2025
0 business days (counted)
Running total: 0 of 7 biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 4 → Nov 4, 2025
0 business days (counted)
Running total: 0 of 7 biz days used
▶ Clock Running
Status: Assigned
Nov 4 → Nov 5, 2025
1 business day (counted)
Running total: 1 of 7 biz days used
⏸ Clock Paused
Status: Awaiting Parts - Customer
Nov 5 → Nov 7, 2025
2 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Nov 7 → Nov 7, 2025
0 business days (counted)
Running total: 1 of 7 biz days used
1d
▶ Clock Running
Status: Assigned
Nov 7 → Nov 11, 2025
1 business day (counted)
Running total: 2 of 7 biz days used
▶ Clock Running
Status: Scheduled
Nov 11 → Nov 11, 2025
0 business days (counted)
Running total: 2 of 7 biz days used
▶ Clock Running
Status: Tech On Site
Nov 11 → Nov 11, 2025
0 business days (counted)
Running total: 2 of 7 biz days used
⏸ Clock Paused
Status: Awaiting Parts - Customer
Nov 11 → Nov 12, 2025
1 business day (not counted)
7d
▶ Clock Running
Status: Reschedule
Nov 12 → Nov 21, 2025
7 business days (counted)
Running total: 9 of 7 biz days used
⏸13d
⏸ Clock Paused
Status: Awaiting Parts - Customer
Nov 21 → Dec 12, 2025
13 business days (not counted)
Created: Nov 4, 2025 Completed: Dec 12, 2025
Business Days Used 9 / 7
0 7d budget +2d over
Show SLA Clock Detail (11 periods)
Period Status Clock Biz Days Running Total
Nov 4 → Nov 4 Created ▶ Running 0 0 / 7
Nov 4 → Nov 4 Ready for Scheduling ▶ Running 0 0 / 7
Nov 4 → Nov 5 Assigned ▶ Running 1 1 / 7
Nov 5 → Nov 7 Awaiting Parts - Customer ⏸ Paused 2 —
Nov 7 → Nov 7 Ready for Scheduling ▶ Running 0 1 / 7
Nov 7 → Nov 11 Assigned ▶ Running 1 2 / 7
Nov 11 → Nov 11 Scheduled ▶ Running 0 2 / 7
Nov 11 → Nov 11 Tech On Site ▶ Running 0 2 / 7
Nov 11 → Nov 12 Awaiting Parts - Customer ⏸ Paused 1 —
Nov 12 → Nov 21 Reschedule ▶ Running 7 9 / 7
Nov 21 → Dec 12 Awaiting Parts - Customer ⏸ Paused 13 —
Dispatch 0.0d
Material Management 17.2d
Coordinators 11.7d
Billing 62.4d
✗ SLA Missed
Dispatch
0.0 days
Material Management
17.2 days
Coordinators
11.7 days
Over SLA
Billing
62.4 days
Over SLA
Created: Nov 4, 2025 Due: Nov 14, 2025 Completed: Dec 12, 2025 (27 days late)
📅
25.7 days Total Age
⏱️
60.0d in Billing Review Longest Stage
🔄
18 transitions Status Changes
⚠️
75.7d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
10 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 Christopher Womack — scheduling delays attributed to technician, not coordinators
Visit 1 Nov 11, 2025
Visit 2 Dec 12, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00539036
Needs Quote
Closed
Q-00030831 ***FACILITY CONTACT Rodney Owen Phone: 936-552-4485 Rodney.owen@heatoneye.com The part required for this repair should be shipping today out of our WI manufacturing facility and I will supply dispatch@emsar.com the tracking information when it becomes available. Scope of Service/Repair: Customer is requesting for a Technician to visit their facility and evaluate unit. Customer claims stretcher will not go down. After reset, it continues to lockout control panel. Report to customer & GF Health Products what parts are needed to repair unit. 5E8EYXST – Hausted Surgical Stretcher (Operating Manual attached) 10/30/2025 lwright GF Updated scope of work to include change part/Electric Stretcher Column part number HO80452. If this part replacement does not fix the issue, then we would need the evaluation/diagnosis input of the Emsar technician for a Plan B.
Priority
Standard
Origin
Email
Reason
New Case
Contact
James Leigh
Owner
Leona Coonrod
Created
Oct 28, 2025
Work Orders from this Case (1)
WO-01312981 (current) Invoiced
Repair • Christopher Womack
Created: Nov 4, 2025 • Closed: Dec 12, 2025
Completed with significant delays
Invoiced • 282 days old
🚨
Primary Delay 60.0 days stuck in "Billing Review"
⏱️
Total Delay 75.7 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
Ready for Scheduling
0.0d / 1.0d SLA
Assigned
3.7d / 0.5d SLA
Awaiting Parts - Customer
17.2d
Scheduled
0.0d / 2.0d SLA
Tech On Site
0.0d / 1.0d SLA
Reschedule
8.0d / 2.0d SLA
Closed
11.6d / 1.0d SLA
WO Correction Needed
1.0d
Billing Review
60.0d / 2.0d SLA
Ready to Bill
1.4d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

3/26 JJ: Paperwork has signature and correct serial number. Pls bill

12/30 NSuarez the serial number dosn't match what is on paper work given by Graham chattered Leona.

12/19/25 CDempsey- Contacting Chris about correction.

12/19/25 NSuarez The signature on service request needs to be filled out if not the customer will not accept the invoices. also please update to 5 HRS traveled and repair time to 2.5 hrs.

12/17/25 CDempsey- Notified Chris of correction needed.

12/17/25 NSuarez Service request needs to be filled out by tech.

12/05/2025 SRobinson- Rodney is no longer with the company updated conact to Ashley Hall.

11/21 KKelch-per CWomack, he is waiting on a second column on this WO. He let me know that John from GF let him know that the columns are currently B/O so this may take a few weeks to come in

11/12 KKelch called Rodney to reschedule for 11/18 between 12 and 2 pm. Left VM, placed WO in reschedule

11/11 CWomack- just got a call from Rodney and they have located the parts. Contacted KKelch to reschedule the work order.

11/11 KKelch-placing into awaiting parts as they have had to be reordered as the site cannot locate at this time

11/11 KKelch Rodney called me back to schedule for today between 12 and 2 pm. Customer confirmed. Come in the front door, go to the second floor then the surgery center and ask for Rodney/Ashley

11/11 KKelch called Rodney to schedule for today between 12 and 2 pm. Left VM.

11/10 KKelch called Rodney to schedule for 11/11 between 9 and 11 am. Left VM.

11/7 KHardison:

Tracking ID:457187897606

Delivered

Thursday, 11/6/25 at 10:13 AM

🔧 Work Performed
12/12/25- I arrived and assisted the new tech with installing of the new columns. This work order has been completed and a new workorder was created to complete the repairs on the unit. I and closing this work order due the new work order being completed
🔍 Technician Findings
11/11/25 CW- On the Stretcher, I arrived and found that the customer had not received the parts. I then contacted EMSAR and they verified that the parts had been delivered to the site. I then spoke with Rodney, and he searched the facility for the parts and they could not find the parts at the facility. I contacted Graham field and talked with the tech support, and they advised that the parts had been delivered. While on the phone with the tech support, I trouble shot with them and did confirm that the column needed to be replaced. I then was transfer to Jerry and he advised that we will need to have new parts sent out to get the stretcher repaired. Jerry then transferred me to John and got the parts shipped out. John is shipping the parts directly to the Field service tech. I left the facility. I then received a call from Rodney and they found the part. I advised that we would reschedule and returned to complete the job.
⚠️ Problem Description
Q-00030831 ***FACILITY CONTACT Ashley Hall Phone: (903) 526-0444 x2412 ahall@heatoneye.com The part required for this repair should be shipping today out of our WI manufacturing facility and I will supply dispatch@emsar.com the tracking information when it becomes available. Scope of Service/Repair: Customer is requesting for a Technician to visit their facility and evaluate unit. Customer claims stretcher will not go down. After reset, it continues to lockout control panel. Report to customer & GF Health Products what parts are needed to repair unit. 5E8EYXST – Hausted Surgical Stretcher (Operating Manual attached) 10/30/2025 lwright GF Updated scope of work to include change part/Electric Stretcher Column part number HO80452. If this part replacement does not fix the issue, then we would need the evaluation/diagnosis input of the Emsar technician for a Plan B.
📄 Description
Graham Field Mobile Surgi-Stretcher(series) Powered and Hydraulic (5E8EYEST, 5D8EYEST, 5E8EYXST, 5D8EYXST, 578EYEST, 578EYXST)

Timeline

📞
Case Linked Oct 28, 3:32 PM
Case Number: 00539036
Subject: Needs Quote
Status: Closed
⚠️ 6.0 business days
📋
▶
2 Work Order Created Nov 4, 1:30 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Leona Coonrod
From: Entered
To: Ready for Scheduling
Duration in Previous: 1m
👷
▶
2 Technician Assigned Nov 4, 1:39 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 7m
⏳ 2.0 business days
👤
Status: Awaiting Parts - Customer by Kaitlyn Kelch Nov 5, 4:08 PM
From: Assigned
To: Awaiting Parts - Customer
Duration in Previous: 1d 2h
⏳ 3.0 business days
📅
▶
2 Status: Ready for Scheduling Nov 7, 8:55 AM
Status: Ready for Scheduling → Technician Assigned
👷
Technician Assigned by Kaitlyn Kelch
Technician: Christopher Womack
⏳ 2.0 business days
🗓️
▶
2 Status: Scheduled Nov 11, 9:23 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-11-11T18:00:00.000+0000
🔧
Status: Tech On Site by Christopher Womack Nov 11, 1:24 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 4h 0m
👤
Status: Awaiting Parts - Customer by Kaitlyn Kelch Nov 11, 2:55 PM
From: Tech On Site
To: Awaiting Parts - Customer
Duration in Previous: 1h 31m
⏱️
3x Labor Added Nov 11, 5:05 PM
Type: Labor
Status: Open
Qty: 1, 2
🚗
2x Travel Added Nov 11, 5:16 PM
Type: Travel
Status: Open
Qty: 72, 43
🔄
Status: Reschedule by Kaitlyn Kelch Nov 12, 9:35 AM
From: Awaiting Parts - Customer
To: Reschedule
Duration in Previous: 18h 40m
⚠️ 8.0 business days
👤
Status: Awaiting Parts - Customer by Kaitlyn Kelch Nov 21, 12:33 PM
From: Reschedule
To: Awaiting Parts - Customer
Duration in Previous: 9d 2h
🚨 14.0 business days
⏱️
▶
2 5x Labor Added Dec 12, 4:17 PM
5x Labor Added → Status: Completed
✔️
Status: Completed by Christopher Womack
From: Awaiting Parts - Customer, Completed
To: Completed, Closed
Duration in Previous: 21d 3h, 0m
⏳ 4.0 business days
✏️
Status: WO Correction Needed by Nancy Suarez Dec 17, 2:45 PM
From: Closed
To: WO Correction Needed
Duration in Previous: 4d 22h
🏁
Status: Closed by Christopher Womack Dec 17, 4:50 PM
From: WO Correction Needed
To: Closed
Duration in Previous: 2h 4m
⏳ 2.9 business days
✏️
Status: WO Correction Needed by Nancy Suarez Dec 19, 1:13 PM
From: Closed
To: WO Correction Needed
Duration in Previous: 1d 20h
🏁
Status: Closed by Christopher Womack Dec 19, 7:40 PM
From: WO Correction Needed
To: Closed
Duration in Previous: 6h 26m
⚠️ 6.5 business days
💵
Status: Billing Review by Nancy Suarez Dec 30, 10:08 AM
From: Closed
To: Billing Review
Duration in Previous: 10d 14h
🚨 60.0 business days
📄
Status: Ready to Bill by Jennifer Johnson Mar 26, 4:38 PM
From: Billing Review
To: Ready to Bill
Duration in Previous: 86d 5h
📨
▶
2 Status: Invoice Pending Mar 27, 2:48 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🚨 13.0 business days
🧾
Invoice Created Apr 14, 1:31 PM
Invoice Number: SM-257725

Bottlenecks

Assigned
Duration: 1.7 business days (threshold: 4.0 business hours)
Exceeded by 1.2 business days
Assigned
Duration: 2.0 business days (threshold: 4.0 business hours)
Exceeded by 1.5 business days
Reschedule
Duration: 8.0 business days (threshold: 2.0 business days)
Exceeded by 6.0 business days
Closed
Duration: 3.3 business days (threshold: 1.0 business days)
Exceeded by 2.3 business days
Closed
Duration: 2.3 business days (threshold: 1.0 business days)
Exceeded by 1.3 business days
Closed
Duration: 6.0 business days (threshold: 1.0 business days)
Exceeded by 5.0 business days
Billing Review
Duration: 60.0 business days (threshold: 2.0 business days)
Exceeded by 58.0 business days
Ready to Bill
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.4 business hours

🔗 Related Artifacts

📞
Case 00539036
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P7
Type
Repair
Branch
Corporate
Technician
Christopher Womack
Scheduled
N/A
Created
Nov 4, 1:30 PM
Invoice #
SM-257725

Work Details (10)

Name Type Status Qty Amount Date
WL-03003731 Labor Open 1 $65.00 Nov 11, 5:05 PM
WL-03003732 Labor Open 2 $220.00 Nov 11, 5:05 PM
WL-03003733 Labor Open 2 $130.00 Nov 11, 5:05 PM
WL-03003772 Travel Open 72 $0.00 Nov 11, 5:16 PM
WL-03003773 Travel Open 43 $0.00 Nov 11, 5:16 PM
WL-03036208 Labor Open 0.5 $32.50 Dec 12, 4:17 PM
WL-03036209 Labor Open 0.5 $55.00 Dec 12, 4:17 PM
WL-03036210 Labor Open 1.5 $97.50 Dec 12, 4:17 PM
WL-03036211 Travel Open 5 $0.00 Dec 12, 4:17 PM
WL-03036212 Travel Open 70 $0.00 Dec 12, 4:17 PM

Details