Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01314489 ↗ 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)
⏸ 9d excluded (parts wait + holding)
✗ SLA Missed (18d late)
Dispatch 0.9d
Material Management 8.3d
Coordinators 20.0d
Field Work 0.7d
✗ SLA Missed
Dispatch
0.9 days
Material Management
8.3 days
Over SLA
Coordinators
20.0 days
Over SLA
Field Work
0.7 days
Created: Nov 11, 2025 Due: Dec 17, 2025 Completed: Dec 17, 2025 (on time)
📅
27.0 days Total Age
⏱️
15.7d in Assigned Longest Stage
🔄
9 transitions Status Changes
⚠️
23.9d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
9 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00537007
Customer on WO-01305141
Closed
Q-00030706 59t 07-055605 chair missing two front wheels. 2748078 2ea Chair missing patient right rear wheel 2748073 1ea and hardware washers 3854300
Priority
Standard
Origin
Email
Reason
New Case
Contact
Bil Rosen
Owner
Kimberly Hardison
Created
Oct 21, 2025
Work Orders from this Case (1)
WO-01314489 (current) Invoiced
Repair • David Trost
Created: Nov 11, 2025 • Closed: Dec 17, 2025
Completed with significant delays
Invoiced • 184 days old
🚨
Primary Delay 15.7 days stuck in "Assigned"
⏱️
Total Delay 23.9 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
L2 Screening
0.9d / 1.0d SLA
Awaiting Parts
8.3d / 3.0d SLA
Ready for Scheduling
0.3d / 1.0d SLA
Assigned
15.7d / 0.5d SLA
Scheduled
4.0d / 2.0d SLA
Tech On Site
0.7d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.4d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
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

12/10/25 RBerry- Updated due date based on customers request to complete all WOs the same day. WO-01314472 is still in awaiting parts status.


12/2/25 RBerry- Updated due date based on customers request to complete all WOs the same day. WO-01314472 is still in awaiting parts status.


11/24 KSmith -- Bill would like to wait until all parts arrive to schedule service. Awaiting parts for WO-01314472

11/24 KSmith -- Left VM and sent email to Bil advising parts for one unit have shipped but we are awaiting parts for the second unit to ship. Awaiting response from Bil if he would like to schedule this repair or wait for parts for both units to arrive. Awaiting parts for WO-01314472

11/21/2025 Sramen - parts for this WO shipping:


11/21 KSmith -- Awaiting parts for WO-01314472

🔧 Work Performed
Replace two front wheels and one rear wheel. replaced track piston. Completed maintenance and returned unit to service
🔍 Technician Findings
Replace two front wheels and one rear wheel. replaced track piston. Completed maintenance and returned unit to service
⚠️ Problem Description
Q-00030706 59t 07-055605 chair missing two front wheels. 2748078 2ea Chair missing patient right rear wheel 2748087 1ea and hardware washers 3854300 https://www.ebiotrack.com/workorder.php?wo=69604
📄 Description
Ferno Model 59-T EZ-Glide Stair Chair

Timeline

📞
Case Linked Oct 21, 7:20 AM
Case Number: 00537007
Subject: Customer on WO-01305141
Status: Closed
🚨 16.0 business days
📋
Work Order Created Nov 11, 9:12 AM
Work Order: WO-01314489
Type: Repair
Priority: P7
🔍
Status: L2 Screening by Kimberly Hardison Nov 11, 9:18 AM
From: Entered
To: L2 Screening
Duration in Previous: 5m
📦
▶
2 Parts Requested Nov 11, 4:47 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Keith Weiss
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 7h 28m
⚠️ 8.9 business days
📅
Status: Ready for Scheduling by Keith Canterbury Nov 21, 11:06 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 9d 18h
👷
▶
2 Technician Assigned Nov 21, 1:46 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2h 40m
🔩
4x Parts Added Nov 21, 4:24 PM
Type: Parts, Expenses
Status: Open
Qty: 2, 1
🚨 15.9 business days
🗓️
▶
2 Status: Scheduled Dec 12, 8:59 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, 10:04 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 1h
🔩
▶
2 5x Parts Added Dec 17, 3:19 PM
5x Parts Added → Status: Completed
✔️
Status: Completed by David Trost
From: Tech On Site
To: Completed
Duration in Previous: 5h 15m
🏁
Status: Closed by David Trost Dec 17, 3:25 PM
From: Completed
To: Closed
Duration in Previous: 5m
⏳ 3.0 business days
📄
Status: Ready to Bill by Diane Patton Dec 19, 5:18 PM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 2d 1h, 0m
🚨 11.8 business days
🧾
Invoice Created Jan 5, 9:55 AM
Invoice Number: SM-249686

Bottlenecks

Awaiting Parts
Duration: 8.3 business days (threshold: 3.0 business days)
Exceeded by 5.3 business days
Assigned
Duration: 15.7 business days (threshold: 4.0 business hours)
Exceeded by 15.2 business days
Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Closed
Duration: 2.4 business days (threshold: 1.0 business days)
Exceeded by 1.4 business days

🔗 Related Artifacts

📞
Case 00537007
Closed
📦
Parts Order 00085121
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, 9:12 AM
Invoice #
SM-249686

Work Details (9)

Name Type Status Qty Amount Date
WL-03016777 Parts Open 2 $108.00 Nov 21, 4:24 PM
WL-03016778 Parts Open 2 $144.00 Nov 21, 4:24 PM
WL-03016779 Parts Open 1 $1.00 Nov 21, 4:24 PM
WL-03016780 Expenses Open 1 $0.00 Nov 21, 4:24 PM
WL-03040788 Parts Open 1 $59.00 Dec 17, 3:19 PM
WL-03040789 Labor Open 1 $0.00 Dec 17, 3:19 PM
WL-03040790 Labor Open 2.25 $0.00 Dec 17, 3:19 PM
WL-03040791 Travel Open 73 $0.00 Dec 17, 3:19 PM
WL-03040792 Expenses Open 1 $0.00 Dec 17, 3:19 PM

Details