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WO-01324459 ↗ ServiceMax

THE GUTHRIE CLINIC • Repair • P7

📍 Guthrie Towanda Memorial Hospital- EMS — 91 HOSPITAL DRIVE, Tonwanda PA, 18848

Dec 9, 2025 → Jan 20, 2026

✅ Completed
P7 7 business days from creation
Target: Dec 18, 2025
🕐 Clock stopped: Completed (Jan 21)
⏸ 28d excluded (parts wait + holding)
✗ SLA Missed (5d late)
Dispatch 0.2d
Material Management 21.0d
Coordinators 12.4d
Field Work 0.8d
Billing 0.0d
✗ SLA Missed
Dispatch
0.2 days
Material Management
21.0 days
Over SLA
Coordinators
12.4 days
Over SLA
Field Work
0.8 days
Billing
0.0 days
Created: Dec 9, 2025 Due: Jan 14, 2026 Completed: Jan 21, 2026 (6 days late)
📅
31.4 days Total Age
⏱️
21.0d in Awaiting Parts Longest Stage
🔄
16 transitions Status Changes
⚠️
26.5d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
16 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00549351
follow up to WO-01318838
Closed
Q-00031479 follow up to WO-01318838 Technician David Trost Power flex 10n-156237 Follow-Up Notes Needs backrest assembly 1ea 1525354 rivets 3401900 20ea piston / gas spring kit number 1526390 piston bottom 8097230 Patient rear right Caster With Wheel Lock patient's front left Caster With Wheel Lock 2ea 1525003 Caster With Wheel Lock Bed frame cross tube screw 3352323 4ea pull handle kit 1ea 0821162 Backrest release lever cap screw lock washers 3351100 10-24 x .500PHMS Phil 4ea 3855900 #10 Internal Lock Washer 4ea foot end control panel screws and washers.. screws..3352455 4ea washers 3856223 4ea
Priority
Standard
Origin
Created From WO
Reason
New Case
Contact
Brian Ackley
Owner
Kimberly Hardison
Created
Dec 5, 2025
Work Orders from this Case (1)
WO-01324459 (current) Invoiced
Repair • David Trost
Created: Dec 9, 2025 • Closed: Jan 20, 2026
Completed with significant delays
Invoiced • 156 days old
🚨
Primary Delay 21.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 26.5 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
0.2d / 1.0d SLA
Awaiting Parts
21.0d / 3.0d SLA
Ready for Scheduling
0.2d / 1.0d SLA
Assigned
2.3d / 0.5d SLA
Scheduled
9.7d / 2.0d SLA
Reschedule
0.2d / 2.0d SLA
Tech On Site
0.8d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA
L2 Review
0.7d
WO Correction Needed
0.0d
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1/22 KWeiss, Removed w/o correction needed. Cot is a PowerFlexx, pictures not required. Closing w/o for billing review.

1/22/26 DPatton - L2 Review for parts/pics review

Travel for 1/20 billed on WO 1324474

1/15 KSmith -- Rescheduled for 1/20 with Brian. Logged on WO-01324459

1/15 KSmith -- FSE called out sick today. Sent email to Brian to reschedule for 1/20

1/9 KSmith -- Emailed Brian to reschedule for 1/12

1/8 KSmith -- Emailed Brian to reschedule for 1/12

1/8/2026 Sramen - parts eta 1/9. adjusted due date accordingly. Teams message to ASC to try to reschedule for Monday 1/12.

1/8 KSmith -- Scheduled for 1/15 with Brian. 11am-1pm, logged on WO-01324459

1/8 KSmith -- Sent email to schedule for 1/15

1/7 KSmith -- Parts did not ship yesterday. Should be shipping today

12/29 KSmith -- Goes to Trost

🔧 Work Performed
Proflex  Replaced backrest frame. Skin not included in parts kit. Reused old skin which entails drilling out all rivets holding it onto the old frame. Replaced rear bumpers on backrest. Replaced backrest piston. Added missing hardware to frame connectors. Replaced both wheel casters with brake Assemblies. Unit passes functional testing and has been returned to service.
🔍 Technician Findings
Proflex  Replaced backrest frame. Skin not included in parts kit. Reused old skin which entails drilling out all rivets holding it onto the old frame. Replaced rear bumpers on backrest. Replaced backrest piston. Added missing hardware to frame connectors. Replaced both wheel casters with brake Assemblies. Unit passes functional testing and has been returned to service.
⚠️ Problem Description
Q-00031479 follow up to WO-01318838 Technician David Trost Power flex 10n-156237 Follow-Up Notes Needs backrest assembly 1ea 1525354 rivets 3401900 20ea piston / gas spring kit number 1526390 piston bottom 8097230 Patient rear right Caster With Wheel Lock patient's front left Caster With Wheel Lock 2ea 1525003 Caster With Wheel Lock Bed frame cross tube screw 3352323 4ea pull handle kit 1ea 0821162 Backrest release lever cap screw lock washers 3351100 10-24 x .500PHMS Phil 4ea 3855900 #10 Internal Lock Washer 4ea foot end control panel screws and washers.. screws..3352455 4ea washers 3856223 4ea https://www.ebiotrack.com/workorder.php?wo=70223
📄 Description
Ferno POWERFlexx (Series) Powered Ambulance Cot (+, IT, ST) (OBS, EOL 10/30/2026)

Timeline

📞
Case Linked Dec 5, 3:49 PM
Case Number: 00549351
Subject: follow up to WO-01318838
Status: Closed
⏳ 3.0 business days
📋
▶
2 Work Order Created Dec 9, 9:24 AM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Kimberly Hardison
From: Entered
To: L2 Screening
Duration in Previous: 0m
📦
▶
2 Parts Requested Dec 9, 10:57 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Keith Weiss
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 1h 31m
🚨 21.0 business days
📅
Status: Ready for Scheduling by Sean Weaver Jan 6, 2:42 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 28d 3h
👷
▶
2 Technician Assigned Jan 6, 4:15 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1h 33m
🔩
12x Parts Added Jan 7, 11:35 AM
Type: Parts, Expenses
Status: Open
Qty: 1, 20, 4
⏳ 2.0 business days
🗓️
▶
2 Status: Scheduled Jan 8, 1:28 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-01-15T17:00:00.000+0000
⚠️ 6.0 business days
🔄
Status: Reschedule by Kourtney Smith Jan 15, 9:24 AM
From: Scheduled
To: Reschedule
Duration in Previous: 6d 19h
🗓️
▶
2 Status: Scheduled Jan 15, 10:45 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-01-20T14:00:00.000+0000
⏳ 4.0 business days
🔧
Status: Tech On Site by David Trost Jan 20, 4:04 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 5h
⏱️
▶
3 4x Labor Added Jan 20, 10:25 PM
4x Labor Added → Status: Completed → Status: Closed
✔️
Status: Completed by David Trost
From: Tech On Site
To: Completed
Duration in Previous: 6h 21m
🏁
Status: Closed by David Trost
From: Completed
To: Closed
Duration in Previous: 2m
⏳ 2.2 business days
📄
▶
2 Status: Ready to Bill Jan 22, 1:47 PM
Status: Ready to Bill → Status: L2 Review
👀
Status: L2 Review by Diane Patton
From: Ready to Bill
To: L2 Review
Duration in Previous: 3m
✏️
Status: WO Correction Needed by Keith Weiss Jan 22, 7:19 PM
From: L2 Review
To: WO Correction Needed
Duration in Previous: 5h 28m
🏁
Status: Closed by Keith Weiss Jan 22, 7:25 PM
From: WO Correction Needed
To: Closed
Duration in Previous: 6m
📄
▶
2 Status: Ready to Bill Jan 23, 9:11 AM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⚠️ 9.0 business days
🧾
Invoice Created Feb 4, 9:30 AM
Invoice Number: SM-252061

Bottlenecks

Awaiting Parts
Duration: 21.0 business days (threshold: 3.0 business days)
Exceeded by 18.0 business days
Assigned
Duration: 2.3 business days (threshold: 4.0 business hours)
Exceeded by 1.8 business days
Scheduled
Duration: 5.7 business days (threshold: 2.0 business days)
Exceeded by 3.7 business days
Scheduled
Duration: 4.0 business days (threshold: 2.0 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 00549351
Closed
📦
Parts Order 00086474
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P7
Type
Repair
Branch
ERLA - PROD
Technician
David Trost
Scheduled
Jan 20, 9:00 AM
Created
Dec 9, 9:24 AM
Invoice #
SM-252061

Work Details (16)

Name Type Status Qty Amount Date
WL-03056092 Parts Open 1 $160.60 Jan 7, 11:35 AM
WL-03056093 Parts Open 20 $40.00 Jan 7, 11:35 AM
WL-03056094 Parts Open 1 $327.00 Jan 7, 11:35 AM
WL-03056095 Parts Open 1 $132.00 Jan 7, 11:35 AM
WL-03056096 Parts Open 2 $426.00 Jan 7, 11:35 AM
WL-03056097 Parts Open 4 $4.00 Jan 7, 11:35 AM
WL-03056098 Parts Open 1 $320.00 Jan 7, 11:35 AM
WL-03056099 Parts Open 4 $8.00 Jan 7, 11:35 AM
WL-03056100 Parts Open 4 $4.00 Jan 7, 11:35 AM
WL-03056101 Parts Open 4 $8.00 Jan 7, 11:35 AM
WL-03056102 Parts Open 4 $8.00 Jan 7, 11:35 AM
WL-03056103 Expenses Open 1 $21.57 Jan 7, 11:35 AM
WL-03072819 Labor Open 2.25 $0.00 Jan 20, 10:25 PM
WL-03072820 Labor Open 2.25 $292.50 Jan 20, 10:25 PM
WL-03072821 Travel Open 120 $0.00 Jan 20, 10:25 PM
WL-03072822 Expenses Open 1 $0.00 Jan 20, 10:25 PM

Details