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← WO Overview

WO-01326774 ↗ ServiceMax

GE HEALTHCARE • Repair • P5

📍 Ennis Regional Medical Center — 2201 W Lampasas St, Ennis TX, 75119

Dec 16, 2025 → Apr 2, 2026

✅ Completed
P5
SLA Clock
5 business days from creation · Target: Dec 23, 2025
✓ SLA Met (3 biz days early)
Active: 2 biz days
Budget: 5 biz days
🕐 Clock stopped: Tech Off Site (Dec 18, 2025)
SLA Target
▶ Clock Running
Status: Created
Dec 16 → Dec 16, 2025
0 business days (counted)
Running total: 0 of 5 biz days used
▶ Clock Running
Status: Ready for Scheduling
Dec 16 → Dec 16, 2025
0 business days (counted)
Running total: 0 of 5 biz days used
1d
▶ Clock Running
Status: Assigned
Dec 16 → Dec 17, 2025
1 business day (counted)
Running total: 1 of 5 biz days used
1d
▶ Clock Running
Status: Scheduled
Dec 17 → Dec 18, 2025
1 business day (counted)
Running total: 2 of 5 biz days used
0d
▶ Clock Running
Status: Tech On Site
Dec 18 → Dec 18, 2025
0 business days (counted)
Running total: 2 of 5 biz days used
Created: Dec 16, 2025 Tech Off Site: Dec 18, 2025
Business Days Used 2 / 5
0 5d budget
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Dec 16 → Dec 16 Created ▶ Running 0 0 / 5
Dec 16 → Dec 16 Ready for Scheduling ▶ Running 0 0 / 5
Dec 16 → Dec 17 Assigned ▶ Running 1 1 / 5
Dec 17 → Dec 18 Scheduled ▶ Running 1 2 / 5
Dec 18 → Dec 18 Tech On Site ▶ Running 0 2 / 5
Dispatch 0.0d
Coordinators 3.1d
Field Work 72.1d
Billing 1.6d
✓ SLA Met
Dispatch
0.0 days
Coordinators
3.1 days
Over SLA
Field Work
72.1 days
Over SLA
Billing
1.6 days
Over SLA
Created: Dec 16, 2025 Due: Dec 23, 2025 Completed: Apr 2, 2026 (99 days late)
📅
73.8 days Total Age
⏱️
71.6d in Tech Off Site Longest Stage
🔄
9 transitions Status Changes
⚠️
73.7d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
1 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00552088
Closed
Repairs on two beds SN 20130028173, smelled smoke, bed is not working SN 20150075717, broken actuator kelvin.shankle@gehealthcare.com 4304376294
Priority
High
Origin
Phone
Reason
New Case
Contact
Kelvin Shankle
Owner
Sherry Reich
Created
Dec 16, 2025
Work Orders from this Case (2)
WO-01326774 (current) Invoiced
Repair • Zachary Stieben
Created: Dec 16, 2025 • Closed: Apr 2, 2026
WO-01326776 Invoiced
Repair • Zachary Stieben
Created: Dec 16, 2025 • Closed: Apr 28, 2026
Completed with significant delays
Invoiced • 240 days old
🚨
Primary Delay 71.6 days stuck in "Tech Off Site"
⏱️
Total Delay 73.7 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
0.1d / 1.0d SLA
Assigned
1.7d / 0.5d SLA
Scheduled
1.2d / 2.0d SLA
Tech On Site
0.5d / 1.0d SLA
Tech Off Site
71.6d / 2.0d SLA
Closed
3.3d / 1.0d SLA
Ready to Bill
1.6d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

4/2/26 ZStieben. Tech supervisor CDempsey advised to close WO due to manufacturer request that they would require their own Linet technician to perform the repair due to the nature of the failure.


03.18.26- NWillick- sent Zach a Teams message to close out call, since site has been contacted.


3/17/26 ZStieben. Contacted GE Rep Kelvin Shankle and explained that Linet advised that they will require a Linet technician to complete the repair.


3/4/26 CDempsey- Sent text to Zach to remind to notify his contact that we cannot get parts and unit should be retired.

2/20/26 CDempsey- Cannot get parts, customer to be notified and wo closed.

1/28/26 CDempsey- reaching out about this wo.

1/21/26 CDempsey- Will touch base with MM.

1/14/26 CDempsey- Told to send to MM requesting them to contact Linet for quote.

1/13/26 CDempsey- Will touch base with JJohnson during tomorrow's GE call.

1/6/26 CDempsey- resent email requesting direction.

12/29/25 CDempsey- reached out to JJohnson regarding email from Linet.

12/18/25 ZStieben. Linet advised to email them the information and they will return email with parts and pricing.


12/17/25 CDempsey- Zach spoke to GE Calvin and advised he'll be onsite tomorrow.

12/16/25 SReich - Tech (Zach) told customer to call in for service on this bed; per Jennifer Johnson, created case/WO.

🔧 Work Performed
12/18/25 ZS. Evaluated unit. Contacted Linet manufacturer for part numbers Linet advised to email them the information. 4/2/26 ZStieben. Tech supervisor CDempsey advised to close WO due to manufacturer request that they would require their own Linet technician to perform the repair due to the nature of the failure.
🔍 Technician Findings
12/18/2025 Zachary Stieben arrived on site. Found Linet Bed with burnt junction box and wires. 4/2/26 ZStieben. Tech supervisor CDempsey advised to close WO due to manufacturer request that they would require their own Linet technician to perform the repair due to the nature of the failure.
⚠️ Problem Description
SN 20130028173, smelled smoke, bed is not working
📄 Description
Bed, Electric

Timeline

📞
Case Linked Dec 16, 11:56 AM
Case Number: 00552088
Subject:
Status: Closed
📋
▶
2 Work Order Created Dec 16, 12:32 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 1m
👷
▶
2 Status: Assigned Dec 16, 1:16 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Kaitlyn Kelch
Technician: Zachary Stieben
⏳ 2.0 business days
🗓️
▶
2 Status: Scheduled Dec 17, 5:00 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Craig Dempsey
Scheduled For: 2025-12-18T18:00:00.000+0000
🔧
Status: Tech On Site by Zachary Stieben Dec 18, 10:00 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 17h 0m
🚗
Status: Tech Off Site by Zachary Stieben Dec 18, 2:17 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 4h 16m
⏱️
Labor Added Dec 18, 3:04 PM
Type: Labor
Status: Open
Qty: 1
🚨 72.0 business days
✔️
Status: Completed by Zachary Stieben Apr 2, 5:34 PM
From: Tech Off Site, Completed
To: Completed, Closed
Duration in Previous: 105d 2h, 0m
⏳ 3.8 business days
📄
Status: Ready to Bill by Hannah Shaw Apr 7, 3:02 PM
From: Closed
To: Ready to Bill
Duration in Previous: 4d 21h
📨
▶
2 Status: Invoice Pending Apr 8, 2:58 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 3m
🚨 17.0 business days
🧾
Invoice Created Apr 30, 10:34 PM
Invoice Number: SM-258736

Bottlenecks

Assigned
Duration: 1.7 business days (threshold: 4.0 business hours)
Exceeded by 1.2 business days
Tech Off Site
Duration: 71.6 business days (threshold: 2.0 business days)
Exceeded by 69.6 business days
Closed
Duration: 3.3 business days (threshold: 1.0 business days)
Exceeded by 2.3 business days
Ready to Bill
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 5.0 business hours

🔗 Related Artifacts

📞
Case 00552088
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P5
Type
Repair
Branch
N/A
Technician
Zachary Stieben
Scheduled
Dec 18, 1:00 PM
Created
Dec 16, 12:32 PM
Invoice #
SM-258736

Work Details (1)

Name Type Status Qty Amount Date
WL-03042125 Labor Open 1 $0.00 Dec 18, 3:04 PM

Details