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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01313065 ↗ ServiceMax

ShurMed EMS • Repair • P7

📍 ShurMed EMS - Network Blvd. — 12000 Network Blvd., Ste. 410, San Antonio TX, 78249

Nov 4, 2025 → Jul 24, 2026

✅ Completed
P7
SLA Clock
7 business days from creation · Target: Nov 14, 2025
✗ SLA Missed (19 biz days late)
Active: 26 biz days
Paused: 152 biz days
Budget: 7 biz days
🕐 Clock stopped: Canceled (Jul 24, 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 5, 2025
1 business day (counted)
Running total: 1 of 7 biz days used
▶ Clock Running
Status: Assigned
Nov 5 → Nov 5, 2025
0 business days (counted)
Running total: 1 of 7 biz days used
▶ Clock Running
Status: Scheduled
Nov 5 → Nov 11, 2025
3 business days (counted)
Running total: 4 of 7 biz days used
▶ Clock Running
Status: Reschedule
Nov 11 → Nov 11, 2025
0 business days (counted)
Running total: 4 of 7 biz days used
▶ Clock Running
Status: Completed
Nov 11 → Nov 11, 2025
0 business days (counted)
Running total: 4 of 7 biz days used
▶ Clock Running
Status: Incomplete
Nov 11 → Nov 12, 2025
1 business day (counted)
Running total: 5 of 7 biz days used
▶ Clock Running
Status: Reschedule
Nov 12 → Nov 13, 2025
1 business day (counted)
Running total: 6 of 7 biz days used
⏸152d
⏸ Clock Paused
Status: Awaiting Parts - Customer
Nov 13 → Jun 25, 2026
152 business days (not counted)
20d
▶ Clock Running
Status: Reschedule
Jun 25 → Jul 24, 2026
20 business days (counted)
Running total: 26 of 7 biz days used
Created: Nov 4, 2025 Canceled: Jul 24, 2026
Business Days Used 26 / 7
0 7d budget +19d 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 5 Ready for Scheduling ▶ Running 1 1 / 7
Nov 5 → Nov 5 Assigned ▶ Running 0 1 / 7
Nov 5 → Nov 11 Scheduled ▶ Running 3 4 / 7
Nov 11 → Nov 11 Reschedule ▶ Running 0 4 / 7
Nov 11 → Nov 11 Completed ▶ Running 0 4 / 7
Nov 11 → Nov 12 Incomplete ▶ Running 1 5 / 7
Nov 12 → Nov 13 Reschedule ▶ Running 1 6 / 7
Nov 13 → Jun 25 Awaiting Parts - Customer ⏸ Paused 152 —
Jun 25 → Jul 24 Reschedule ▶ Running 20 26 / 7
Dispatch 0.0d
Material Management 153.0d
Coordinators 28.4d
Incomplete 1.0d (excluded)
✗ SLA Missed
Dispatch
0.0 days
Material Management
153.0 days
Coordinators
28.4 days
Over SLA
Incomplete (excluded from total)
1.0 days
Created: Nov 4, 2025 Due: Nov 13, 2025 Completed: Jul 24, 2026 (252 days late)
📅
178.2 days Total Age
⏱️
153.0d in Awaiting Parts - Customer Longest Stage
🔄
9 transitions Status Changes
⚠️
20.9d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
0 lines Work Details
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00540475
EMS L2 Review
Closed
Q-00030927 Power Load Malfunction, required parts to be ordered. parts have arrived. Technician to install customers on hand parts. Case 00540476 is on the system for PMs.
Priority
Standard
Origin
Web
Reason
New Case
Contact
Esme Ruiz
Owner
Shelby Robinson
Created
Nov 3, 2025
Work Orders from this Case (1)
WO-01313065 (current) Canceled
Repair • Anthony Wirth
Created: Nov 4, 2025
Behind Schedule - Needs Attention
Canceled • 282 days old
🚨
Primary Delay 153.0 days stuck in "Awaiting Parts - Customer"
⏱️
Total Delay 20.9 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
1.2d / 1.0d SLA
Assigned
0.8d / 0.5d SLA
Scheduled
3.4d / 2.0d SLA
Reschedule
23.0d / 2.0d SLA
Incomplete
1.0d
Awaiting Parts - Customer
153.0d

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

7/24 KKelch sent chatter to FSE/SUP to close


7/23 KKelch called Esme to see if they still needed this repair. She confirmed that everything is working for her site. 


7/21 KKelch called Esme to see if they still need this repair. Left VM. 


7/15 KKelch called Esme to see if this repair is still needed. Left VM. 


6/28/26 RBerry- ASC needs to follow up with customer to determine if WO is still needed and if they have parts.

  • 11/13 KKelch placed in awaiting parts-customer per chatter from FSE:
  • Anthony Wirth: we don't need to order any parts. The customer is ordering the parts from their supplier and they said its on back order for 3 months. What we need to do is reschedule the wo.


11/5 KKelch called Esme to schedule for 11/11 between 9 and 11 am. Customer confirmed. Call logged on WO-01313065

11/5 KKelch called Esme to schedule for 11/11 between 9 and 11 am. Left VM. Call logged on WO-01313065

11/5 KKelch called Esme to schedule for 11/11 between 9 and 11 am. Advised to call back in an hour. Call logged on WO-01313065

⚠️ Problem Description
Q-00030927 Power Load Malfunction, required parts to be ordered. parts have arrived. Technician to install customers on hand parts. Case 00540476 is on the system for PMs. https://www.ebiotrack.com/workorder.php?wo=69477
📄 Description
Stryker 6390 Power-LOAD Fastener System

Timeline

📞
Case Linked Nov 3, 2:30 PM
Case Number: 00540475
Subject: EMS L2 Review
Status: Closed
⏳ 2.0 business days
📋
▶
2 Work Order Created Nov 4, 5:17 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Shelby Robinson
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Technician Assigned Nov 5, 9:07 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 15h 50m
🗓️
▶
2 Status: Scheduled Nov 5, 3:26 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-11-11T17:00:00.000+0000
⏳ 4.0 business days
🔄
▶
2 Status: Reschedule Nov 11, 1:47 PM
Status: Reschedule → Status: Completed
✔️
Status: Completed by Anthony Wirth
From: Reschedule, Completed
To: Completed, Incomplete
Duration in Previous: 1m, 0m
🔄
Status: Reschedule by Joseph Whalen Nov 12, 7:44 AM
From: Incomplete
To: Reschedule
Duration in Previous: 17h 54m
⏳ 2.0 business days
👤
Status: Awaiting Parts - Customer by Kaitlyn Kelch Nov 13, 9:06 AM
From: Reschedule
To: Awaiting Parts - Customer
Duration in Previous: 1d 1h
🚨 153.0 business days
🔄
Status: Reschedule by Rhonnie Reeves Jun 25, 10:37 AM
From: Awaiting Parts - Customer
To: Reschedule
Duration in Previous: 224d 0h
🚨 21.0 business days
🚫
Status: Canceled by Craig Dempsey Jul 24, 4:44 PM
From: Reschedule
To: Canceled
Duration in Previous: 29d 6h

Bottlenecks

Ready for Scheduling
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.7 business hours
Assigned
Duration: 6.3 business hours (threshold: 4.0 business hours)
Exceeded by 2.3 business hours
Scheduled
Duration: 3.4 business days (threshold: 2.0 business days)
Exceeded by 1.4 business days
Reschedule
Duration: 21.0 business days (threshold: 2.0 business days)
Exceeded by 19.0 business days

🔗 Related Artifacts

📞
Case 00540475
Closed

ℹ️ Work Order Details

Status
Canceled
Priority
P7
Type
Repair
Branch
ERLA - PROD
Technician
Anthony Wirth
Scheduled
N/A
Created
Nov 4, 5:17 PM
Invoice #
N/A

Details