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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01316580 ↗ ServiceMax

JAWONIO • Repair • P7

📍 JAWONIO - 260 N. LITTLE TOR RD — 260 North Little Tor Road, New City NY, 10956

Nov 20, 2025 → Feb 20, 2026

✅ Completed
P7 7 business days from creation
Target: Dec 1, 2025
🕐 Clock stopped: Completed (Feb 21)
⏸ 21d excluded (parts wait + holding)
✗ SLA Missed (60d late)
Dispatch 0.0d
Material Management 16.0d
Coordinators 12.6d
Incomplete 40.3d (excluded)
Billing 13.8d
✗ SLA Missed
Dispatch
0.0 days
Material Management
16.0 days
Over SLA
Coordinators
12.6 days
Over SLA
Incomplete (excluded from total)
40.3 days
Billing
13.8 days
Created: Nov 20, 2025 Due: Feb 20, 2026 Completed: Feb 21, 2026 (on time)
📅
66.5 days Total Age
⏱️
40.3d in Incomplete Longest Stage
🔄
12 transitions Status Changes
⚠️
22.8d 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 Dec 1, 2025
Visit 2 Feb 20, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00545489
Needs Quote - EMS
Closed
Q-00031225 POC Dino Patrikis requesting service on the below unit. Unit: Rincon Classic Lift S/n: 264505 Problem: Leaking Hydraulic Fluid The technician will need to evaluate the unit and determine if parts are needed for repairs.
Priority
High
Origin
Phone
Reason
New Case
Contact
Dino Patrikis
Owner
Kimberly Hardison
Created
Nov 20, 2025
Work Orders from this Case (1)
WO-01316580 (current) Invoiced
Repair • Darrell Hope
Created: Nov 20, 2025 • Closed: Feb 20, 2026
Completed with significant delays
Invoiced • 175 days old
🚨
Primary Delay 40.3 days stuck in "Incomplete"
⏱️
Total Delay 22.8 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
2.5d / 1.0d SLA
Scheduled
9.4d / 2.0d SLA
Incomplete
40.3d
Awaiting Parts
16.0d / 3.0d SLA
Reschedule
0.7d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
5.0d / 1.0d SLA
Billing Correction Needed
13.8d
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

Emailed invoice through Outlook (corrected mileage manually on PDF)

2/19/26 RBerry- Updated due date based on parts. Removed delay code.


2/17 KSmith -- Scheduled for Friday with Dino on WO-01326521. 9-11am

02/10/2026 KFricke - The vendor reached out regarding a price increase, so I approved it and requested tracking.

01/27/2026 KFricke - Ordered to tech trunk

1/26 KWeiss, Quote approved, parts ordeered.

1/20 KSmith -- Waiting on MM to add parts to SMX. Per AP, reached out to orders to add parts to SM seal kit, V2-SH-220

1/7 KSmith -- Teams message to Shawn to check into this one. Has been sitting in complete since 12/1

1/5 KSmith -- Chatter to FSE/Sup on case to get correct PNs

12/29 KSmith -- Chatter to FSE/Sup on case to get correct PNs

12/22 KSmith -- Per Keith, "Morning Kourtney, the seal kit p/n comes up as the pump and the pump p/n does not come up. We need the correct/updated p/n for V2-SH-220, I guess it would be for the seal kit. I had let Darrell know, but hadn't received the p/n. " Chatter to FSE on case to get updated PN

12/22 KSmith -- Chatter to Keith on case to see if anything is needed. Case has been on hold since 12/1

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 KWeiss, Created case and sent to sales for quoting.

11/24 KSmith -- Scheduled for Monday with Dino on WO-01300559

🔧 Work Performed
12/1, dhope parts order placed after troubleshooting.. 2/20, dhope, replaced manual pump assembly, Unit returned to service.
🔍 Technician Findings
12/1, dhope, found back up manual pump assembly with internal leak.. 2/20, dhope, returned with parts for repair...
⚠️ Problem Description
Q-00031225 POC Dino Patrikis requesting service on the below unit. Unit: Rincon Classic Lift S/n: 264505 Problem: Leaking Hydraulic Fluid The technician will need to evaluate the unit and determine if parts are needed for repairs. https://www.ebiotrack.com/workorder.php?wo=69863
📄 Description
Ricon: Classic Wheelchair LIfts; S-Series and K-Series

Timeline

📞
Case Linked Nov 20, 8:20 AM
Case Number: 00545489
Subject: Needs Quote - EMS
Status: Closed
📋
▶
2 Work Order Created Nov 20, 3:14 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered
To: Ready for Scheduling
Duration in Previous: 1m
⏳ 3.0 business days
👷
▶
3 Technician Assigned Nov 24, 8:57 AM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 3d 17h, 0m
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-12-01T20:00:00.000+0000
⚠️ 6.0 business days
✔️
▶
2 Status: Completed Dec 1, 5:47 PM
Status: Completed → 3x Labor Added
⏱️
3x Labor Added
Type: Labor, Travel
Status: Open
Qty: 1, 0.98333333333333, 30
🚨 40.8 business days
📦
▶
2 Parts Requested Jan 26, 7:48 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Keith Weiss
From: Incomplete
To: Awaiting Parts
Duration in Previous: 56d 2h
🚨 16.5 business days
🔩
▶
2 3x Parts Added Feb 17, 10:03 AM
3x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Keith Fricke
From: Awaiting Parts
To: Reschedule
Duration in Previous: 21d 14h
📅
▶
2 Dispatch Scheduled Feb 17, 4:01 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kourtney Smith
From: Reschedule
To: Scheduled
Duration in Previous: 5h 57m
📅
Dispatch Scheduled by Kourtney Smith Feb 18, 8:19 AM
Scheduled For: 2026-02-20T14:00:00.000+0000
⏳ 3.0 business days
✔️
Status: Completed by Darrell Hope Feb 20, 9:23 PM
From: Scheduled
To: Completed
Duration in Previous: 3d 5h
⏱️
▶
2 3x Labor Added Feb 20, 9:37 PM
3x Labor Added → Status: Closed
🏁
Status: Closed by Darrell Hope
From: Completed
To: Closed
Duration in Previous: 14m
⏳ 3.3 business days
💳
Status: Billing Correction Needed by Diane Patton Feb 25, 12:24 PM
From: Closed
To: Billing Correction Needed
Duration in Previous: 4d 14h
🚨 14.0 business days
🏁
Status: Closed by Diane Patton Mar 16, 11:48 AM
From: Billing Correction Needed
To: Closed
Duration in Previous: 18d 22h
📄
Status: Ready to Bill by Diane Patton Mar 17, 10:17 AM
From: Closed, Ready to Bill
To: Ready to Bill, Invoice Pending
Duration in Previous: 22h 29m, 0m
💰
▶
2 Status: Invoiced Mar 17, 10:27 AM
Status: Invoiced → Invoice Created
🧾
Invoice Created
Invoice Number: SM-256691

Bottlenecks

Ready for Scheduling
Duration: 2.5 business days (threshold: 1.0 business days)
Exceeded by 1.5 business days
Scheduled
Duration: 6.0 business days (threshold: 2.0 business days)
Exceeded by 4.0 business days
Awaiting Parts
Duration: 16.0 business days (threshold: 3.0 business days)
Exceeded by 13.0 business days
Scheduled
Duration: 3.4 business days (threshold: 2.0 business days)
Exceeded by 1.4 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00545489
Closed
📦
Parts Order 00089087
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P7
Type
Repair
Branch
MedPro
Technician
Darrell Hope
Scheduled
Feb 20, 9:00 AM
Created
Nov 20, 3:14 PM
Invoice #
SM-256691

Work Details (9)

Name Type Status Qty Amount Date
WL-03022795 Labor Open 1 $130.00 Dec 1, 5:52 PM
WL-03022796 Labor Open 0.98333333333333 $130.00 Dec 1, 5:52 PM
WL-03022797 Travel Open 30 $21.90 Dec 1, 5:52 PM
WL-03108416 Parts Open 1 $35.51 Feb 17, 10:03 AM
WL-03108417 Parts Open 1 $494.78 Feb 17, 10:03 AM
WL-03108418 Expenses Open 1 $26.40 Feb 17, 10:03 AM
WL-03114796 Labor Open 0.48333333333333 $65.00 Feb 20, 9:37 PM
WL-03114797 Labor Open 1.4833333333333 $195.00 Feb 20, 9:37 PM
WL-03114798 Travel Open 20 $14.60 Feb 20, 9:37 PM

Details