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WO-01314472 ↗ ServiceMax

NEPTUNE TOWNSHIP EMS • Repair • P7

📍 Neptune Township EMS - Heck Ave — 2201 Heck Avenue Neptune, Neptune NJ, 07753

Nov 11, 2025 → Dec 17, 2025

✅ Completed
P7 7 business days from creation
Target: Nov 20, 2025
🕐 Clock stopped: Completed (Dec 17)
⏸ 29d excluded (parts wait + holding)
✗ SLA Missed
Dispatch 1.0d
Material Management 22.3d
Coordinators 5.6d
Field Work 0.6d
Billing 0.0d
✗ SLA Missed
Dispatch
1.0 days
Material Management
22.3 days
Over SLA
Coordinators
5.6 days
Over SLA
Field Work
0.6 days
Billing
0.0 days
Created: Nov 11, 2025 Due: Dec 18, 2025 Completed: Dec 17, 2025 (1 days early)
📅
27.0 days Total Age
⏱️
22.3d in Awaiting Parts Longest Stage
🔄
10 transitions Status Changes
⚠️
23.6d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

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Originating Case

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🎫
Case #00537214
Neptune Township EMS - Heck Ave - Follow up
Closed
Q-00030698 Follow up to WO-01305152 Model 59-T EZ-Glide L-783882 follow up needed. Customer harvested wheel off of chair for use on another stair chair. Will create follow-up. Front wheel 1ea 2748078
Priority
High
Origin
Created From WO
Reason
New Case
Contact
Bil Rosen
Owner
Sherry Reich
Created
Oct 21, 2025
Work Orders from this Case (1)
WO-01314472 (current) Invoiced
Repair • David Trost
Created: Nov 11, 2025 • Closed: Dec 17, 2025
Completed with significant delays
Invoiced • 184 days old
🚨
Primary Delay 22.3 days stuck in "Awaiting Parts"
⏱️
Total Delay 23.6 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
L2 Screening
1.0d / 1.0d SLA
Awaiting Parts
22.3d / 3.0d SLA
Ready for Scheduling
0.3d / 1.0d SLA
Assigned
1.4d / 0.5d SLA
Scheduled
4.0d / 2.0d SLA
Tech On Site
0.6d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.5d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/12/25 RBerry- Updated due date based on parts. Removed delay code.


12/12 KSmith -- Scheduled for 12/17 with Bil and Matt on WO-01314489. 11am-1pm

12/12 KSmith -- Sent email to schedule for 12/17

11/24 KSmith -- Goes to Trost

🔧 Work Performed
45 minute wait Customer was not on site. Tried several numbers before finding town of Neptune civil worker walking around. Got Matt's number. He met me on site. Replace the one front wheel. Replaced one rear wheel. Completed maintenance and returned unit to service
🔍 Technician Findings
45 minute wait Customer was not on site. Tried several numbers before finding town of Neptune civil worker walking around. Got Matt's number. He met me on site. Replace the one front wheel. Replaced one rear wheel. Completed maintenance and returned unit to service
⚠️ Problem Description
Q-00030698 Follow up to WO-01305152 Model 59-T EZ-Glide L-783882 follow up needed. Customer harvested wheel off of chair for use on another stair chair. Will create follow-up. Front wheel 1ea 2748078 https://www.ebiotrack.com/workorder.php?wo=69598
📄 Description
Ferno Model 59-T EZ-Glide Stair Chair

Timeline

📞
Case Linked Oct 21, 2:40 PM
Case Number: 00537214
Subject: Neptune Township EMS - Heck Ave - Follow up
Status: Closed
🚨 16.0 business days
📋
▶
2 Work Order Created Nov 11, 8:38 AM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Sherry Reich
From: Entered
To: L2 Screening
Duration in Previous: 1m
📦
▶
2 Parts Requested Nov 11, 4:53 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Keith Weiss
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 8h 14m
🚨 22.9 business days
📅
Status: Ready for Scheduling by Sean Weaver Dec 11, 2:02 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 29d 21h
👷
▶
2 Technician Assigned Dec 11, 4:05 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2h 2m
🔩
2x Parts Added Dec 11, 4:27 PM
Type: Parts, Expenses
Status: Open
Qty: 1
🗓️
▶
2 Status: Scheduled Dec 12, 9:00 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-12-17T17:00:00.000+0000
⏳ 4.0 business days
🔧
Status: Tech On Site by David Trost Dec 17, 10:03 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 1h
⏱️
▶
3 4x Labor Added Dec 17, 3:13 PM
4x Labor Added → Status: Completed → Status: Closed
✔️
Status: Completed by David Trost
From: Tech On Site
To: Completed
Duration in Previous: 5h 10m
🏁
Status: Closed by David Trost
From: Completed
To: Closed
Duration in Previous: 1m
⏳ 3.0 business days
📄
▶
2 Status: Ready to Bill Dec 19, 5:14 PM
Status: Ready to Bill → Status: Invoice Pending
📨
Status: Invoice Pending by Diane Patton
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 1m, 0m
🧾
Invoice Created Dec 19, 8:31 PM
Invoice Number: SM-249684

Bottlenecks

Awaiting Parts
Duration: 22.3 business days (threshold: 3.0 business days)
Exceeded by 19.3 business days
Assigned
Duration: 1.4 business days (threshold: 4.0 business hours)
Exceeded by 6.9 business hours
Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Closed
Duration: 2.5 business days (threshold: 1.0 business days)
Exceeded by 1.5 business days

🔗 Related Artifacts

📞
Case 00537214
Closed
📦
Parts Order 00085125
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P7
Type
Repair
Branch
N/A
Technician
David Trost
Scheduled
Dec 17, 12:00 PM
Created
Nov 11, 8:38 AM
Invoice #
SM-249684

Work Details (6)

Name Type Status Qty Amount Date
WL-03034626 Parts Open 1 $54.00 Dec 11, 4:27 PM
WL-03034627 Expenses Open 1 $0.00 Dec 11, 4:27 PM
WL-03040763 Labor Open 2.25 $0.00 Dec 17, 3:13 PM
WL-03040764 Labor Open 1.5 $0.00 Dec 17, 3:13 PM
WL-03040765 Travel Open 73 $0.00 Dec 17, 3:13 PM
WL-03040766 Expenses Open 1 $0.00 Dec 17, 3:13 PM

Details