Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01313002 ↗ ServiceMax

American Medical Response – Western MA • Preventive Maintenance • PSM

📍 American Medical Response – Western MA — 595 Cottage St, Springfield MA, 01104

Nov 4, 2025 → Dec 26, 2025

✅ Completed
PSM Last business day of November 2025
Target: Nov 28, 2025
🕐 Clock stopped: Invoiced (Dec 26)
✗ SLA Missed (28d late)
Dispatch 0.0d
Coordinators 39.6d
Billing 5.3d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
39.6 days
Over SLA
Billing
5.3 days
Over SLA
Created: Nov 4, 2025 Due: Dec 31, 2025 Completed: Dec 26, 2025 (5 days early)
📅
38.3 days Total Age
⏱️
34.4d in Assigned Longest Stage
🔄
7 transitions Status Changes
⚠️
41.3d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
1 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00540888
eBiotrack - New Inspection Created
Closed
Inspection: PM Track is off the chair – has not had preventative maintenance in YEARS The technician will need to PM the unit and determine if parts are needed https://www.ebiotrack.com/inspection.php?iid=31018 There is a repair work order for this piece of equipment WO-01312999
Priority
Standard
Origin
Email
Reason
New Case
Contact
Melissa Cox
Owner
Leona Coonrod
Created
Nov 4, 2025
Work Orders from this Case (1)
WO-01313002 (current) Invoiced
Preventive Maintenance • Luis Torres
Created: Nov 4, 2025 • Closed: Dec 26, 2025
Completed with significant delays
Invoiced • 191 days old
🚨
Primary Delay 34.4 days stuck in "Assigned"
⏱️
Total Delay 41.3 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
34.4d / 0.5d SLA
Scheduled
5.0d / 2.0d SLA
Closed
1.2d / 1.0d SLA
Ready to Bill
5.3d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
12/22 KSmith -- Scheduled for 12/26 with Melissa. 9-11am on WO-01312999.

12/22 KSmith -- VM could not be left. Sent email to schedule for Friday on WO-01312999

12/15/25 RBerry- still awaiting parts for WO-01312999. pushing due date another week.


12/10/25 RBerry- still awaiting parts for WO-01312999. pushing due date another week.



12/5/2025 Sramen - still awaiting parts for WO-01312999. (escalated and moved to high priority on parts order) pushing due date another week.


11/4 KSmith -- Awaiting parts for WO-01312999

🔧 Work Performed
Ferno Washington Inc - Model 59-T PowerTraxx Serial #: 17N-367707 - Asset ID: 1222267
🔍 Technician Findings
Track is off the chair – has not had preventative maintenance in YEARS The technician will need to PM the unit and determine if parts are needed
⚠️ Problem Description
Q-00030926 Inspection: PM Track is off the chair – has not had preventative maintenance in YEARS The technician will need to PM the unit and determine if parts are needed https://www.ebiotrack.com/inspection.php?iid=31018 There is a repair work order for this piece of equipment WO-01312999
📄 Description
Ferno Model 59-T PowerTraxx Stair Chair

Timeline

📞
▶
2 Case Linked Nov 4, 2:14 PM
Case Linked → Work Order Created
📋
Work Order Created
Work Order: WO-01313002
Type: Preventive Maintenance
Priority: PSM
📅
Status: Ready for Scheduling by Leona Coonrod Nov 4, 2:20 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 1m
👷
▶
2 Technician Assigned Nov 4, 3:49 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1h 29m
🚨 35.0 business days
🗓️
▶
2 Status: Scheduled Dec 22, 10:33 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-12-26T14:00:00.000+0000
⚠️ 5.0 business days
⏱️
▶
2 Labor Added Dec 26, 5:34 PM
Labor Added → Status: Closed
🏁
Status: Closed by Ben Saur
From: Scheduled
To: Closed
Duration in Previous: 4d 7h
⏳ 1.8 business days
📄
Status: Ready to Bill by Diane Patton Dec 29, 4:52 PM
From: Closed
To: Ready to Bill
Duration in Previous: 2d 23h
⚠️ 5.9 business days
📨
▶
2 Status: Invoice Pending Jan 5, 4:26 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🚨 63.9 business days
🧾
Invoice Created Apr 2, 3:09 PM
Invoice Number: SM-250518

Bottlenecks

Assigned
Duration: 34.4 business days (threshold: 4.0 business hours)
Exceeded by 33.9 business days
Scheduled
Duration: 5.0 business days (threshold: 2.0 business days)
Exceeded by 3.0 business days
Closed
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.4 business hours
Ready to Bill
Duration: 5.3 business days (threshold: 1.0 business days)
Exceeded by 4.3 business days

🔗 Related Artifacts

📞
Case 00540888
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Preventive Maintenance
Branch
N/A
Technician
Luis Torres
Scheduled
Dec 26, 9:00 AM
Created
Nov 4, 2:18 PM
Invoice #
SM-250518

Work Details (1)

Name Type Status Qty Amount Date
WL-03048310 Labor Open 0.5 $107.00 Dec 26, 5:34 PM

Details