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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01326521 ↗ ServiceMax

JAWONIO • Repair • P7

📍 JAWONIO - 8 ALTMAN COURT — 8 ALTMAN COURT, New Hempstead NY, 10977

Dec 15, 2025 → Feb 25, 2026

✅ Completed
P7
SLA Clock
7 business days from creation · Target: Dec 24, 2025
✗ SLA Missed (2 biz days late)
Active: 9 biz days
Paused: 39 biz days
Budget: 7 biz days
🕐 Clock stopped: Completed (Feb 25, 2026)
SLA Target
▶ Clock Running
Status: Created
Dec 15 → Dec 15, 2025
0 business days (counted)
Running total: 0 of 7 biz days used
▶ Clock Running
Status: Ready for Scheduling
Dec 15 → Dec 15, 2025
0 business days (counted)
Running total: 0 of 7 biz days used
▶ Clock Running
Status: Assigned
Dec 15 → Dec 16, 2025
1 business day (counted)
Running total: 1 of 7 biz days used
▶ Clock Running
Status: Scheduled
Dec 16 → Dec 18, 2025
2 business days (counted)
Running total: 3 of 7 biz days used
▶ Clock Running
Status: Completed
Dec 18 → Dec 18, 2025
0 business days (counted)
Running total: 3 of 7 biz days used
▶ Clock Running
Status: Incomplete
Dec 18 → Dec 18, 2025
0 business days (counted)
Running total: 3 of 7 biz days used
▶ Clock Running
Status: L2 Screening
Dec 18 → Dec 18, 2025
0 business days (counted)
Running total: 3 of 7 biz days used
⏸39d
⏸ Clock Paused
Status: Awaiting Parts
Dec 18 → Feb 17, 2026
39 business days (not counted)
▶ Clock Running
Status: Reschedule
Feb 17 → Feb 17, 2026
0 business days (counted)
Running total: 3 of 7 biz days used
▶ Clock Running
Status: Scheduled
Feb 17 → Feb 21, 2026
3 business days (counted)
Running total: 6 of 7 biz days used
▶ Clock Running
Status: Completed
Feb 21 → Feb 21, 2026
0 business days (counted)
Running total: 6 of 7 biz days used
▶ Clock Running
Status: Reschedule
Feb 21 → Feb 23, 2026
1 business day (counted)
Running total: 7 of 7 biz days used
▶ Clock Running
Status: Scheduled
Feb 23 → Feb 25, 2026
2 business days (counted)
Running total: 9 of 7 biz days used
Created: Dec 15, 2025 Completed: Feb 25, 2026
Business Days Used 9 / 7
0 7d budget +2d over
Show SLA Clock Detail (13 periods)
Period Status Clock Biz Days Running Total
Dec 15 → Dec 15 Created ▶ Running 0 0 / 7
Dec 15 → Dec 15 Ready for Scheduling ▶ Running 0 0 / 7
Dec 15 → Dec 16 Assigned ▶ Running 1 1 / 7
Dec 16 → Dec 18 Scheduled ▶ Running 2 3 / 7
Dec 18 → Dec 18 Completed ▶ Running 0 3 / 7
Dec 18 → Dec 18 Incomplete ▶ Running 0 3 / 7
Dec 18 → Dec 18 L2 Screening ▶ Running 0 3 / 7
Dec 18 → Feb 17 Awaiting Parts ⏸ Paused 39 —
Feb 17 → Feb 17 Reschedule ▶ Running 0 3 / 7
Feb 17 → Feb 21 Scheduled ▶ Running 3 6 / 7
Feb 21 → Feb 21 Completed ▶ Running 0 6 / 7
Feb 21 → Feb 23 Reschedule ▶ Running 1 7 / 7
Feb 23 → Feb 25 Scheduled ▶ Running 2 9 / 7
Dispatch 0.3d
Material Management 39.7d
Coordinators 12.6d
Field Work 0.1d
Incomplete 1.0d (excluded)
Billing 0.0d
✗ SLA Missed
Dispatch
0.3 days
Material Management
39.7 days
Over SLA
Coordinators
12.6 days
Over SLA
Field Work
0.1 days
Incomplete (excluded from total)
1.0 days
Billing
0.0 days
Created: Dec 15, 2025 Due: Feb 20, 2026 Completed: Feb 25, 2026 (4 days late)
📅
49.0 days Total Age
⏱️
39.7d in Awaiting Parts Longest Stage
🔄
14 transitions Status Changes
⚠️
42.4d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
9 lines Work Details
🏠
2 visits On-Site Trips
📋
Coordinator Scheduling
🔄
2 On-Site Visits (2 reschedules)
2 on-site visits — follow-up trip required
Visit 1 Dec 17, 2025
Visit 2 Feb 25, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00551448
URGENT: REPAIR WO NEEDED - Tech scheduled on-site for same location on Monday
Closed
Q-00031596 Albert at Jawonio needs a repair done on NCL Century Series Lift 21112221695 | Installed Product | Salesforce. From the pendant – looks like it’s connected, but when you hit the up button you hear the motor but nothing happens. It works manually so not a hydraulic issue. The technician will need to evaluate the unit and determine if parts are needed for repairs.
Priority
Critical
Origin
Email
Reason
New Case
Contact
Albert Beccarelli
Owner
Jessica Sells
Created
Dec 12, 2025
Work Orders from this Case (1)
WO-01326521 (current) Invoiced
Repair • Darrell Hope
Created: Dec 15, 2025 • Closed: Feb 25, 2026
Completed with significant delays
Invoiced • 244 days old
🚨
Primary Delay 39.7 days stuck in "Awaiting Parts"
⏱️
Total Delay 42.4 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
0.8d / 1.0d SLA
Assigned
1.4d / 0.5d SLA
Scheduled
8.8d / 2.0d SLA
Incomplete
1.0d
L2 Screening
0.3d / 1.0d SLA
Awaiting Parts
39.7d / 3.0d SLA
Reschedule
1.6d / 2.0d SLA
Completed
0.1d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

3/2/26 DPatton - emailed invoice through Outlook due to fixing mileage on PDF

2/23 KSmith -- Unit was not available on 2/20. Rescheduled for 2/25 with Dino. 9-11am

2/23 KSmith -- Teams message to Shawn to check on this one. FSE moved it from serviced to rescheduled, but no ones on what was done and if it should be closed or needs more parts

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


2/17 KSmith -- Scheduled for Friday with Dino. 8-10am

2/17 KSmith -- Sent email to schedule for Friday

02/12/2026 MBarrett: Case 567872 from vendor, part has shipped Via UPS Ground, no tracking on attachment or email

EMS5BELLALARM

02/11/2026 KFricke - Order resubmitted for direct shipment to technician.

2/10/26 NatoshaB - esc PO to MM/Orders due to no update since Dec.


12/19/2025 KFricke - I emailed the vendor, this item does not come up on OEM's website.

12/19/2025 AGreene - created GP IT and pick ticket is in the warehouse. If something must be ordered, part order should transfer to John Rolston to order from Braun/Braunability.

12/18/25 lcoonrod

new quote from case 00552655 - Q-00031672

Please quote customer for 1.5 hrs. labor, if needed,

Latch Front, 27013FWBM 1 EA

(use 27013FAKS)

SPRING 26963 1 EA


12/17 KWeiss, Created case and sent to sales for quoting.

12/16 KSmith -- Scheduled for tomorrow with Albert. 12pm-2pm

12/16 KSmith -- Sent email to Dino to schedule for Wednesday

12/15 KSmith -- Sent email to Dino to schedule for Wednesday

🔧 Work Performed
12/17, dhope, inspected, assessed parts needed, placed parts order,, 2/25, dhope, replaced lift tite assembly,
🔍 Technician Findings
12/17, dhope, found lift tite latch assembly damaged in need of replacement,, 2/25, dhope, return with parts for repair,,
⚠️ Problem Description
new quote from case 00552655 - Q-00031672 Please quote customer for 1.5 hrs. labor, if needed, Latch Front, 27013FWBM 1 EA (use 27013FAKS) SPRING 26963 1 EA Q-00031596 Albert at Jawonio needs a repair done on NCL Century Series Lift 21112221695 | Installed Product | Salesforce. From the pendant – looks like it’s connected, but when you hit the up button you hear the motor but nothing happens. It works manually so not a hydraulic issue. The technician will need to evaluate the unit and determine if parts are needed for repairs. https://www.ebiotrack.com/workorder.php?wo=70451
📄 Description
Braun NCL Century Series Lift

Timeline

📞
Case Linked Dec 12, 4:07 PM
Case Number: 00551448
Subject: URGENT: REPAIR WO NEEDED - Tech scheduled on-site for same location on Monday
Status: Closed
⏳ 2.0 business days
📋
▶
2 Work Order Created Dec 15, 9:24 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 1m
👷
▶
2 Technician Assigned Dec 15, 3:44 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 6h 18m
🗓️
▶
2 Status: Scheduled Dec 16, 9:54 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-12-17T17:30:00.000+0000
⏳ 2.0 business days
✔️
▶
2 Status: Completed Dec 17, 7:44 PM
Status: Completed → 3x Labor Added
⏱️
3x Labor Added
Type: Labor, Travel
Status: Open
Qty: 0.98333333333333, 30
🔍
Status: L2 Screening by Leona Coonrod Dec 18, 11:09 AM
From: Incomplete
To: L2 Screening
Duration in Previous: 15h 24m
📦
▶
2 Parts Requested Dec 18, 1:38 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Keith Weiss
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 2h 28m
🚨 40.0 business days
🔩
▶
2 3x Parts Added Feb 17, 8:34 AM
3x Parts Added → Status: Reschedule
🔄
Status: Reschedule by John Rolston
From: Awaiting Parts
To: Reschedule
Duration in Previous: 60d 18h
🗓️
▶
2 Status: Scheduled Feb 17, 1:28 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-02-20T14:00:00.000+0000
📅
Dispatch Scheduled by Kourtney Smith Feb 18, 8:19 AM
Scheduled For: 2026-02-20T15:30:00.000+0000
⏳ 3.0 business days
✔️
Status: Completed by Darrell Hope Feb 20, 9:39 PM
From: Scheduled, Completed
To: Completed, Reschedule
Duration in Previous: 3d 8h, 0m
⏳ 1.3 business days
🗓️
▶
2 Status: Scheduled Feb 23, 8:59 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-02-25T14:00:00.000+0000
⏳ 3.0 business days
✔️
Status: Completed by Darrell Hope Feb 25, 6:18 PM
From: Scheduled
To: Completed
Duration in Previous: 2d 9h
⏱️
▶
2 3x Labor Added Feb 25, 6:42 PM
3x Labor Added → Status: Closed
🏁
Status: Closed by Darrell Hope
From: Completed
To: Closed
Duration in Previous: 25m
⏳ 3.7 business days
📄
▶
3 Status: Ready to Bill Mar 2, 4:19 PM
Status: Ready to Bill → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 3m
🧾
Invoice Created
Invoice Number: SM-255375

Bottlenecks

Assigned
Duration: 1.4 business days (threshold: 4.0 business hours)
Exceeded by 7.3 business hours
Scheduled
Duration: 2.1 business days (threshold: 2.0 business days)
Exceeded by 0.7 business hours
Awaiting Parts
Duration: 39.7 business days (threshold: 3.0 business days)
Exceeded by 36.7 business days
Scheduled
Duration: 3.7 business days (threshold: 2.0 business days)
Exceeded by 1.7 business days
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00551448
Closed
📦
Parts Order 00086997
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P7
Type
Repair
Branch
MedPro
Technician
Darrell Hope
Scheduled
Feb 25, 9:00 AM
Created
Dec 15, 9:24 AM
Invoice #
SM-255375

Work Details (9)

Name Type Status Qty Amount Date
WL-03041286 Labor Open 0.98333333333333 $130.00 Dec 17, 7:49 PM
WL-03041287 Labor Open 0.98333333333333 $130.00 Dec 17, 7:49 PM
WL-03041288 Travel Open 30 $21.90 Dec 17, 7:49 PM
WL-03108295 Parts Open 1 $60.52 Feb 17, 8:34 AM
WL-03108296 Parts Open 1 $36.96 Feb 17, 8:34 AM
WL-03108297 Expenses Open 1 $33.00 Feb 17, 8:34 AM
WL-03120119 Labor Open 0.75 $97.50 Feb 25, 6:42 PM
WL-03120120 Labor Open 1.2333333333333 $162.50 Feb 25, 6:42 PM
WL-03120121 Travel Open 30 $21.90 Feb 25, 6:42 PM

Details