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WO-01312995 ↗ ServiceMax

ARC OF ROCKLAND • Repair • P7

📍 ARC OF ROCKLAND - 70 North Harrison Avenue — 70 North Harrison Avenue, Congers NY, 10920

Nov 4, 2025 → Jan 30, 2026

✅ Completed
P7
SLA Clock
7 business days from creation · Target: Nov 14, 2025
✗ SLA Missed (27 biz days late)
Active: 34 biz days
Paused: 23 biz days
Budget: 7 biz days
🕐 Clock stopped: Completed (Jan 30, 2026)
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 Running
Status: Scheduled
Nov 5 → Nov 6, 2025
1 business day (counted)
Running total: 2 of 7 biz days used
▶ Clock Running
Status: Completed
Nov 6 → Nov 6, 2025
0 business days (counted)
Running total: 2 of 7 biz days used
30d
▶ Clock Running
Status: Incomplete
Nov 6 → Dec 23, 2025
30 business days (counted)
Running total: 32 of 7 biz days used
▶ Clock Running
Status: L2 Screening
Dec 23 → Dec 23, 2025
0 business days (counted)
Running total: 32 of 7 biz days used
⏸23d
⏸ Clock Paused
Status: Awaiting Parts
Dec 23 → Jan 28, 2026
23 business days (not counted)
▶ Clock Running
Status: Reschedule
Jan 28 → Jan 29, 2026
1 business day (counted)
Running total: 33 of 7 biz days used
▶ Clock Running
Status: Scheduled
Jan 29 → Jan 30, 2026
1 business day (counted)
Running total: 34 of 7 biz days used
Created: Nov 4, 2025 Completed: Jan 30, 2026
Business Days Used 34 / 7
0 7d budget +27d over
Show SLA Clock Detail (10 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 6 Scheduled ▶ Running 1 2 / 7
Nov 6 → Nov 6 Completed ▶ Running 0 2 / 7
Nov 6 → Dec 23 Incomplete ▶ Running 30 32 / 7
Dec 23 → Dec 23 L2 Screening ▶ Running 0 32 / 7
Dec 23 → Jan 28 Awaiting Parts ⏸ Paused 23 —
Jan 28 → Jan 29 Reschedule ▶ Running 1 33 / 7
Jan 29 → Jan 30 Scheduled ▶ Running 1 34 / 7
Dispatch 0.0d
Material Management 23.2d
Coordinators 6.9d
Field Work 0.1d
Incomplete 30.2d (excluded)
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
23.2 days
Over SLA
Coordinators
6.9 days
Over SLA
Field Work
0.1 days
Incomplete (excluded from total)
30.2 days
Billing
0.0 days
Created: Nov 4, 2025 Due: Nov 13, 2025 Completed: Jan 30, 2026 (77 days late)
📅
57.6 days Total Age
⏱️
30.2d in Incomplete Longest Stage
🔄
13 transitions Status Changes
⚠️
22.3d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
9 lines Work Details
🏠
2 visits On-Site Trips
📋
Coordinator Scheduling
🔄
2 On-Site Visits (1 reschedule)
2 on-site visits — follow-up trip required
Visit 1 Nov 6, 2025
Visit 2 Jan 30, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00538909
L2 review
Closed
Q-00030925 wheel chair brakes not locking QSR-036508 wheelchair issues with tire, the handle is leaning on the tire C5064090 The technician will need to evaluate each unit and determine if parts are needed for repairs.
Priority
High
Origin
Phone
Reason
New Case
Contact
Johanna Morillo
Owner
Leona Coonrod
Created
Oct 28, 2025
Work Orders from this Case (2)
WO-01312995 (current) Invoiced
Repair • Darrell Hope
Created: Nov 4, 2025 • Closed: Jan 30, 2026
WO-01312997 Invoiced
Repair • Darrell Hope
Created: Nov 4, 2025 • Closed: Dec 2, 2025
Completed with significant delays
Invoiced • 282 days old
🚨
Primary Delay 30.2 days stuck in "Incomplete"
⏱️
Total Delay 22.3 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
0.2d / 1.0d SLA
Assigned
1.4d / 0.5d SLA
Scheduled
4.0d / 2.0d SLA
Incomplete
30.2d
L2 Screening
0.0d / 1.0d SLA
Awaiting Parts
23.2d / 3.0d SLA
Reschedule
1.3d / 2.0d SLA
Completed
0.1d / 1.0d SLA
Closed
2.1d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1/29 KSmith -- Left VM and sent email to schedule for tomorrow

01/06/2025 KFricke - Ricon sent case 554263 requesting price updates, revised PO sent this date.

12/26/2025 AGreene - sent PO015659 to Ricon for these items. PO has technician's trunk stock address for direct shipment. PO has these items going to 5HOPE location. No GP IT created because the purchase will go to trunk.

12/23 KWeiss, Quote approved, moving to L2 Screening for part order.

12/15 KSmith -- Quote sent to customer. Valid until 1/9

12/10 KSmith -- Teams message to Shawn to follow up on this one. Has been in incomplete for over a month

Travel for 11/6/25 billed on wo 1312997

12/3 KSmith -- Teams message to Shawn to check on this one with Darrell. L2 is awaiting on correct part numbers from FSE

12/1 KSmith -- Chatter to KW and AP on case. Case is still on hold waiting on parts to be added to SMX so quote can be sent. FSE is scheduled to be onsite tomorrow for another repair and want to have an answer for this one if customer asks for an update.

11/12 KSmith -- Follow up case is on hold. Waiting on MM to add parts to SMX

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

11/5 KSmith -- Scheduled for tomorrow with Johanna

11/4 KSmith -- Sent email to schedule for Thursday on WO-01312997

🔧 Work Performed
11/6, dhope, inspected lift for further damages,, parts ordered,,, 1/30, dhope, secured loose hardware,..
🔍 Technician Findings
11/6, dhope, found lift needing OB actuator, also RH main piston leaking, ,,,,,,,, 1/30, dhope, found loose hardware causing lift to fail
⚠️ Problem Description
Q-00030925 2 of 2 wheel chair brakes not locking QSR-036508 The technician will need to evaluate each unit and determine if parts are needed for repairs. https://www.ebiotrack.com/workorder.php?wo=69459
📄 Description
Ricon: Classic Wheelchair LIfts; S-Series and K-Series

Timeline

📞
Case Linked Oct 28, 10:55 AM
Case Number: 00538909
Subject: L2 review
Status: Closed
⚠️ 6.0 business days
📋
▶
2 Work Order Created Nov 4, 1:58 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Leona Coonrod
From: Entered
To: Ready for Scheduling
Duration in Previous: 4m
👷
▶
2 Technician Assigned Nov 4, 3:46 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1h 43m
🗓️
▶
2 Status: Scheduled Nov 5, 8:09 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-11-06T14:00:00.000+0000
⏳ 2.0 business days
✔️
Status: Completed by Darrell Hope Nov 6, 5:38 PM
From: Scheduled, Completed
To: Completed, Incomplete
Duration in Previous: 1d 9h, 0m
⏱️
3x Labor Added Nov 6, 5:48 PM
Type: Labor, Travel
Status: Open
Qty: 0.98333333333333, 30
🚨 30.8 business days
🔍
Status: L2 Screening by Keith Weiss Dec 23, 5:02 PM
From: Incomplete
To: L2 Screening
Duration in Previous: 46d 23h
📦
▶
2 Parts Requested Dec 23, 5:21 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Keith Weiss
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 18m
🚨 23.8 business days
💵
▶
2 Expenses Added Jan 28, 4:55 PM
Expenses Added → Status: Reschedule
🔄
Status: Reschedule by Keith Fricke
From: Awaiting Parts
To: Reschedule
Duration in Previous: 35d 23h
🗓️
▶
2 Status: Scheduled Jan 29, 9:35 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-01-30T14:00:00.000+0000
📅
Dispatch Scheduled by Kourtney Smith Jan 29, 3:43 PM
Scheduled For: 2026-01-30T16:00:00.000+0000
⏳ 2.0 business days
✔️
Status: Completed by Darrell Hope Jan 30, 4:54 PM
From: Scheduled
To: Completed
Duration in Previous: 1d 7h
⏱️
▶
2 5x Labor Added Jan 30, 5:48 PM
5x Labor Added → Status: Closed
🏁
Status: Closed by Darrell Hope
From: Completed
To: Closed
Duration in Previous: 54m
⏳ 2.8 business days
📄
▶
4 Status: Ready to Bill Feb 3, 5:35 PM
Status: Ready to Bill → Status: Invoice Pending → Status: Invoiced → Invoice Created
📨
Status: Invoice Pending by Diane Patton
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 1m
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
🧾
Invoice Created
Invoice Number: SM-252935

Bottlenecks

Assigned
Duration: 1.4 business days (threshold: 4.0 business hours)
Exceeded by 7.2 business hours
Awaiting Parts
Duration: 23.2 business days (threshold: 3.0 business days)
Exceeded by 20.2 business days
Closed
Duration: 2.1 business days (threshold: 1.0 business days)
Exceeded by 1.1 business days

🔗 Related Artifacts

📞
Case 00538909
Closed
📦
Parts Order 00087249
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P7
Type
Repair
Branch
MedPro
Technician
Darrell Hope
Scheduled
Jan 30, 11:00 AM
Created
Nov 4, 1:58 PM
Invoice #
SM-252935

Work Details (9)

Name Type Status Qty Amount Date
WL-02998970 Labor Open 0.98333333333333 $130.00 Nov 6, 5:48 PM
WL-02998971 Labor Open 0.98333333333333 $0.00 Nov 6, 5:48 PM
WL-02998972 Travel Open 30 $0.00 Nov 6, 5:48 PM
WL-03082183 Expenses Open 1 $0.00 Jan 28, 4:55 PM
WL-03085754 Labor Open 0.73333333333333 $97.50 Jan 30, 5:48 PM
WL-03085755 Labor Open 1.2333333333333 $162.50 Jan 30, 5:48 PM
WL-03085756 Labor Open 0.98333333333333 $130.00 Jan 30, 5:48 PM
WL-03085757 Travel Open 30 $39.60 Jan 30, 5:48 PM
WL-03085758 Travel Open 25 $0.00 Jan 30, 5:48 PM

Details