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WO-01327275 ↗ ServiceMax

ProgressiveHealth - Nissan-Smyrna (EMS) • Repair • P7

📍 ProgressiveHealth EMS - Smyrna, TN — 983 Nisssan Drive, Smyrna TN, 37167

Dec 18, 2025 → Dec 31, 2025

✅ Completed
P7 7 business days from creation
Target: Dec 29, 2025
🕐 Clock stopped: Completed (Jan 1)
⏸ 5d excluded (parts wait + holding)
✗ SLA Missed
Dispatch 0.5d
Material Management 4.1d
Coordinators 7.2d
Field Work 0.7d
Billing 0.0d
✗ SLA Missed
Dispatch
0.5 days
Material Management
4.1 days
Over SLA
Coordinators
7.2 days
Over SLA
Field Work
0.7 days
Billing
0.0 days
Created: Dec 18, 2025 Due: Dec 30, 2025 Completed: Jan 1, 2026 (1 days late)
📅
10.2 days Total Age
⏱️
4.1d in Awaiting Parts Longest Stage
🔄
9 transitions Status Changes
⚠️
6.6d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
20 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
👤 Self-scheduled by Rozier Cole — scheduling delays attributed to technician, not coordinators
Visit 1 Dec 30, 2025
Visit 2 Dec 31, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00552845
ProgressiveHealth Repair - Quote T&M
Closed
Q-00031684 Follow-up to WO-01290877 Model: Ferno Washington Inc - POWERFlexx (Series) Serial number 13N-266311 Notes: 7/9 DI: COMPLETED PM SERVICE OF ONE FERNO POWERFLEXX COT (CLEAN, LUBE, MULTIPOINT INSPECTION, FUNCTION AND SAFETY TESTS) MARKING FOR FOLLOW UP - FOUND BEND IN THE FRAME AT THE CONTROL END (SEE ATTACHED PICTURES) AND BACKREST GAS SPRING IS SPONGEY/WILL NOT MAINTAIN WEIGHT - PLEASE QUOTE REPAIR SERVICES FOR THE FOLLOWING ITEMS PARTS NEEDED: 1526390 (QTY 1) 8190143 (QTY 1) 3352323 (QTY 5) 8125014 (QTY 1) 5065190 (QTY 2) 3101200 (QTY 6) 8484722 (QTY 1) 3352330 (QTY 1) Noticeable physical damage on device Follow-up required.
Priority
High
Origin
Web
Reason
New Case
Contact
Corey Stansifer
Owner
Sherry Reich
Created
Dec 18, 2025
Work Orders from this Case (1)
WO-01327275 (current) Invoiced
Repair • Rozier Cole
Created: Dec 18, 2025 • Closed: Dec 31, 2025
Completed with minor delays
Invoiced • 147 days old
🚨
Primary Delay 4.1 days stuck in "Awaiting Parts"
⏱️
Total Delay 6.6 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
0.5d / 1.0d SLA
Awaiting Parts
4.1d / 3.0d SLA
Ready for Scheduling
0.2d / 1.0d SLA
Assigned
4.0d / 0.5d SLA
Scheduled
3.0d / 2.0d SLA
Tech On Site
0.7d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/29 MOwens tracking shows parts delivering Today 12/29. Scheduling the WO for 12/30 per conversation with Steve.

12/26 MOwens Called the cell number for Steve. He said the tech can come next week as the clinic is always open. Waiting on parts delivery to tech.

12/26 MOwens Called the mobile line for Steve Harris but it is the work mobile phone. She will reach out to Steve and see if he wants the repair completed next week.

2/24 MOwens Called to speak to Steve Harris. He is no working thru the end of the year.

🔧 Work Performed
evaluation - replaced gas spring - replaced crossmember/accessories
🔍 Technician Findings
Found unit needing repair - gas spring faulty - bent crossmember
⚠️ Problem Description
Q-00031684 Follow-up to WO-01290877 Model: Ferno Washington Inc - POWERFlexx (Series) Serial number 13N-266311 Notes: 7/9 DI: COMPLETED PM SERVICE OF ONE FERNO POWERFLEXX COT (CLEAN, LUBE, MULTIPOINT INSPECTION, FUNCTION AND SAFETY TESTS) MARKING FOR FOLLOW UP - FOUND BEND IN THE FRAME AT THE CONTROL END (SEE ATTACHED PICTURES) AND BACKREST GAS SPRING IS SPONGEY/WILL NOT MAINTAIN WEIGHT - PLEASE QUOTE REPAIR SERVICES FOR THE FOLLOWING ITEMS PARTS NEEDED: 1526390 (QTY 1) 8190143 (QTY 1) 3352323 (QTY 5) 8125014 (QTY 1) 5065190 (QTY 2) 3101200 (QTY 6) 8484722 (QTY 1) 3352330 (QTY 1) Noticeable physical damage on device Follow-up required.
📄 Description
Ferno POWERFlexx (Series) Powered Ambulance Cot (+, IT, ST) (OBS, EOL 10/30/2026)

Timeline

📞
Case Linked Dec 18, 12:24 PM
Case Number: 00552845
Subject: ProgressiveHealth Repair - Quote T&M
Status: Closed
📋
▶
2 Work Order Created Dec 18, 1:59 PM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Sherry Reich
From: Entered
To: L2 Screening
Duration in Previous: 0m
📦
▶
2 Parts Requested Dec 18, 5:56 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Keith Weiss
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 3h 56m
⏳ 4.8 business days
📅
Status: Ready for Scheduling by Audrey Tharp Dec 24, 8:44 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 5d 14h
👷
▶
2 Technician Assigned Dec 24, 10:04 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1h 20m
⏳ 3.0 business days
🔩
9x Parts Added Dec 26, 3:04 PM
Type: Parts, Expenses
Status: Open
Qty: 1, 5, 2, 6
⏳ 2.0 business days
🗓️
▶
2 Status: Scheduled Dec 29, 8:59 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2025-12-30T19:00:00.000+0000
💵
2x Expenses Added Dec 29, 9:21 AM
Type: Expenses
Status: Open
Qty: 1
⏳ 3.0 business days
🔧
Status: Tech On Site by Rozier Cole Dec 31, 6:08 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 9h
🚗
▶
3 8x Travel Added Dec 31, 11:35 PM
8x Travel Added → Expenses Added → Status: Completed
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
✔️
Status: Completed by Rozier Cole
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 5h 29m, 0m
⏳ 2.0 business days
📄
▶
2 Status: Ready to Bill Jan 2, 1:41 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 4m
⏳ 2.0 business days
🧾
Invoice Created Jan 5, 9:59 AM
Invoice Number: SM-250393

Bottlenecks

Awaiting Parts
Duration: 4.1 business days (threshold: 3.0 business days)
Exceeded by 1.1 business days
Assigned
Duration: 4.0 business days (threshold: 4.0 business hours)
Exceeded by 3.5 business days
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00552845
Closed
📦
Parts Order 00087030
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P7
Type
Repair
Branch
N/A
Technician
Rozier Cole
Scheduled
Dec 30, 2:00 PM
Created
Dec 18, 1:59 PM
Invoice #
SM-250393

Work Details (20)

Name Type Status Qty Amount Date
WL-03048153 Parts Open 1 $21.00 Dec 26, 3:04 PM
WL-03048152 Parts Open 1 $327.00 Dec 26, 3:04 PM
WL-03048154 Parts Open 5 $5.00 Dec 26, 3:04 PM
WL-03048155 Parts Open 1 $32.00 Dec 26, 3:04 PM
WL-03048156 Parts Open 2 $16.00 Dec 26, 3:04 PM
WL-03048157 Parts Open 6 $6.00 Dec 26, 3:04 PM
WL-03048158 Parts Open 1 $52.00 Dec 26, 3:04 PM
WL-03048159 Parts Open 1 $1.00 Dec 26, 3:04 PM
WL-03048160 Expenses Open 1 $19.27 Dec 26, 3:04 PM
WL-03048687 Expenses Open 1 $275.00 Dec 29, 9:21 AM
WL-03048686 Expenses Open 1 $0.00 Dec 29, 9:21 AM
WL-03052158 Travel Open 470 $329.00 Dec 31, 11:35 PM
WL-03052151 Labor Open 0.25 $0.00 Dec 31, 11:35 PM
WL-03052152 Labor Open 0.25 $32.50 Dec 31, 11:35 PM
WL-03052153 Labor Open 5 $650.00 Dec 31, 11:35 PM
WL-03052154 Labor Open 10 $0.00 Dec 31, 11:35 PM
WL-03052155 Labor Open 10 $1,300.00 Dec 31, 11:35 PM
WL-03052156 Travel Open 4 $0.00 Dec 31, 11:35 PM
WL-03052157 Travel Open 469 $0.00 Dec 31, 11:35 PM
WL-03052161 Expenses Open 1 $0.00 Dec 31, 11:37 PM

Details