Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01328184 ↗ ServiceMax

LOUISVILLE METRO EMS • Preventive Maintenance • PSM

📍 Louisville Metro EMS - Eastmoor Rd — 4106 Eastmoor Rd, Louisville KY, 40218

Dec 29, 2025 → Feb 27, 2026

✅ Completed
PSM
SLA Clock
Last business day of December 2025 · Target: Dec 31, 2025
✗ SLA Missed (38 biz days late)
Active: 41 biz days
🕐 Clock stopped: Invoiced (Feb 27, 2026)
▶ Clock Running
Status: Created
Dec 29 → Dec 29, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Dec 29 → Dec 30, 2025
1 business day (counted)
Running total: 1 of ? biz days used
24d
▶ Clock Running
Status: Assigned
Dec 30 → Feb 4, 2026
24 business days (counted)
Running total: 25 of ? biz days used
13d
▶ Clock Running
Status: Scheduled
Feb 4 → Feb 24, 2026
13 business days (counted)
Running total: 38 of ? biz days used
▶ Clock Running
Status: 05-Tech-Off-Site
Feb 24 → Feb 25, 2026
1 business day (counted)
Running total: 39 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 25 → Feb 26, 2026
1 business day (counted)
Running total: 40 of ? biz days used
▶ Clock Running
Status: 05-Tech-Off-Site
Feb 26 → Feb 26, 2026
0 business days (counted)
Running total: 40 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 26 → Feb 27, 2026
1 business day (counted)
Running total: 41 of ? biz days used
▶ Clock Running
Status: 05-Tech-Off-Site
Feb 27 → Feb 27, 2026
0 business days (counted)
Running total: 41 of ? biz days used
Created: Dec 29, 2025 Invoiced: Feb 27, 2026
Show SLA Clock Detail (9 periods)
Period Status Clock Biz Days Running Total
Dec 29 → Dec 29 Created ▶ Running 0 0
Dec 29 → Dec 30 Ready for Scheduling ▶ Running 1 1
Dec 30 → Feb 4 Assigned ▶ Running 24 25
Feb 4 → Feb 24 Scheduled ▶ Running 13 38
Feb 24 → Feb 25 05-Tech-Off-Site ▶ Running 1 39
Feb 25 → Feb 26 Tech On Site ▶ Running 1 40
Feb 26 → Feb 26 05-Tech-Off-Site ▶ Running 0 40
Feb 26 → Feb 27 Tech On Site ▶ Running 1 41
Feb 27 → Feb 27 05-Tech-Off-Site ▶ Running 0 41
Dispatch 0.0d
Coordinators 39.1d
Field Work 3.8d
Billing 0.6d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
39.1 days
Over SLA
Field Work
3.8 days
Over SLA
Billing
0.6 days
Created: Dec 29, 2025 Due: Feb 27, 2026 Completed: Feb 27, 2026 (on time)
📅
42.0 days Total Age
⏱️
24.3d in Assigned Longest Stage
🔄
14 transitions Status Changes
⚠️
38.4d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
67 lines Work Details
🚩
5 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚨
5 On-Site Visits
5 on-site visits — critical red flag: repeated failure to resolve
👤 Self-scheduled by Scott R Roberts — scheduling delays attributed to technician, not coordinators
Visit 1 Feb 23, 2026
Visit 2 Feb 24, 2026
Visit 3 Feb 25, 2026
Visit 4 Feb 26, 2026
Visit 5 Feb 27, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00554458
eBiotrack - Automated New Inspection Created
Closed
Inspection: Semi-Annual Equipment PM 54 pcs https://www.ebiotrack.com/inspection.php?iid=32114
Priority
Standard
Origin
Email
Reason
New Case
Contact
Shaun Quire
Owner
Jessica Sells
Created
Dec 28, 2025
Work Orders from this Case (1)
WO-01328184 (current) Invoiced
Preventive Maintenance • Scott R Roberts
Created: Dec 29, 2025 • Closed: Feb 27, 2026
Completed with significant delays
Invoiced • 230 days old
🚨
Primary Delay 24.3 days stuck in "Assigned"
⏱️
Total Delay 38.4 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
2.0d / 1.0d SLA
Assigned
24.3d / 0.5d SLA
Scheduled
12.8d / 2.0d SLA
05-Tech-Off-Site
4.0d
Tech On Site
3.8d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Ready to Bill
0.6d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/4/2026 CRamen spoke with Shaun and scheduled the full week of Monday 2/23-Friday 2/27


12/30/2025 CRamen Logged email requested Monday 2/9/2026 thru Friday 2/12/2026 (5 days needed) with an arrival window between 8-10am. Placeholder set

🔧 Work Performed
Ferno Washington Inc - iNX Serial #: 18F003744 - Asset ID: 13254770 Ferno Washington Inc - iNX Serial #: 19s017606 - Asset ID: 13335653 Ferno Washington Inc - iNX Serial #: 19s018132 - Asset ID: 13254724 Ferno Washington Inc - iNX Serial #: 20S019470 - Asset ID: 13254750 Ferno Washington Inc - iNX Serial #: 17S-013822 - Asset ID: 13335654 Ferno Washington Inc - iNX Serial #: 20S019858 - Asset ID: 13254725 Ferno Washington Inc - iNX Serial #: 20S-019860 - Asset ID: 13335652 Ferno Washington Inc - iNX Serial #: 16s011962 - Asset ID: 13254767 Ferno Washington Inc - iNX Serial #: 17s014111 - Asset ID: 13254762 Ferno Washington Inc - iNX Serial #: 16s012004 - Asset ID: 13254743 Ferno Washington Inc - Model 59-T PowerTraxx Serial #: 18n402622 - Asset ID: 13335651 Ferno Washington Inc - Model 59-T EZ-Glide Serial #: 21N460046 - Asset ID: 13254717 Ferno Washington Inc - Model 59-T EZ-Glide Serial #: 21N-460047 - Asset ID: 13254728 Ferno Washington Inc - Model 59-T EZ-Glide Serial #: 19n420021 - Asset ID: 13254764 Ferno Washington Inc - Model 59-T EZ-Glide Serial #: 21N-460044 - Asset ID: 13254722 Ferno Washington Inc - Transcend PowerTraxx Serial #: 23c198849 - Asset ID: 13254763 Ferno Washington Inc - Model 59-T EZ-Glide Serial #: 21n460041 - Asset ID: 13254745 Ferno Washington Inc - iNX Serial #: 18S015653 - Asset ID: 13335645 Ferno Washington Inc - iNX Serial #: 17s014157 - Asset ID: 13254751 Ferno Washington Inc - Model 59-T EZ-Glide Serial #: 18n388454 - Asset ID: 13254742 Ferno Washington Inc - Model 59-T EZ-Glide Serial #: 16n356075 - Asset ID: 13254741 Ferno Washington Inc - iNX Serial #: 18s015654 - Asset ID: 13254739 Ferno Washington Inc - Model 59-T PowerTraxx Serial #: 17n375541 - Asset ID: 13254738 Ferno Washington Inc - iNX Serial #: 16s011986 - Asset ID: 13335644 Ferno Washington Inc - Model 59-T PowerTraxx Serial #: 14n295626 - Asset ID: 13254733 Ferno Washington Inc - Model 59-T PowerTraxx Serial #: 16n361117 - Asset ID: 13254731 Ferno Washington Inc - Model 59-T PowerTraxx Serial #: 18n395955 - Asset ID: 13254729 Ferno Washington Inc - Model 59-T EZ-Glide Serial #: 18n388457 - Asset ID: 13254723 Ferno Washington Inc - Model 59-T EZ-Glide Serial #: 16n384327 - Asset ID: 13254721 Ferno Washington Inc - Model 59-T EZ-Glide Serial #: 18n388458 - Asset ID: 13254719 Ferno Washington Inc - Model 59-T EZ-Glide Serial #: 16n356076 - Asset ID: 13254718 Ferno Washington Inc - iNX Serial #: 17S014091 - Asset ID: 13335766 Ferno Washington Inc - Model 59-T PowerTraxx Serial #: 17N375539 - Asset ID: 13335767 Ferno Washington Inc - Model 59-T PowerTraxx Serial #: 14N295625 - Asset ID: 13335655 Ferno Washington Inc - iNX Serial #: 17s014243 - Asset ID: 13335650 Ferno Washington Inc - iNX Serial #: 16s012252 - Asset ID: 13335649 Ferno Washington Inc - Model 59-T PowerTraxx Serial #: 19n420022 - Asset ID: 13335648 Ferno Washington Inc - Model 59-T EZ-Glide Serial #: 16n356074 - Asset ID: 13335647 Ferno Washington Inc - Model 59-T PowerTraxx Serial #: 19n408292 - Asset ID: 13335646 Ferno Washington Inc - iNX Serial #: 18s015651 - Asset ID: 13335643 Ferno Washington Inc - Model 59-T PowerTraxx Serial #: 18n402627 - Asset ID: 13335642 Ferno Washington Inc - Model 59-T PowerTraxx Serial #: 21n460040 - Asset ID: 13335641 Ferno Washington Inc - Transcend (with tracks) Serial #: 23c198853 - Asset ID: 13335640 Ferno Washington Inc - Model 59-T PowerTraxx Serial #: 18n402626 - Asset ID: 13335639 Ferno Washington Inc - Model 59-T EZ-Glide Serial #: 18n388455 - Asset ID: 13335638
⚠️ Problem Description
Inspection: Semi-Annual Equipment PM 54 pcs https://www.ebiotrack.com/inspection.php?iid=32114

Timeline

📞
Case Linked Dec 28, 12:00 AM
Case Number: 00554458
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
⏳ 1.0 business days
📋
▶
2 Work Order Created Dec 29, 9:50 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
⏳ 2.0 business days
👷
▶
2 Technician Assigned Dec 30, 4:58 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Charles Ramen
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1d 7h
🚨 24.9 business days
📅
▶
2 Dispatch Scheduled Feb 4, 3:55 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Charles Ramen
From: Assigned
To: Scheduled
Duration in Previous: 35d 22h
💵
2x Expenses Added Feb 4, 5:40 PM
Type: Expenses
Status: Open
Qty: 1
🚨 12.8 business days
⏱️
▶
2 7x Labor Added Feb 23, 10:41 PM
7x Labor Added → Status: 05-Tech-Off-Site
📋
Status: 05-Tech-Off-Site by Ben Saur
From: Scheduled
To: 05-Tech-Off-Site
Duration in Previous: 19d 6h
⏳ 1.2 business days
⏱️
▶
2 9x Labor Added Feb 24, 11:55 PM
9x Labor Added → 2x Labor Added
⏱️
2x Labor Added
Type: Labor, Travel
Status: Open
Qty: 0.5, 17
🔧
Status: Tech On Site by Scott Roberts Feb 25, 8:54 AM
From: 05-Tech-Off-Site
To: Tech On Site
Duration in Previous: 1d 10h
⏱️
▶
2 13x Labor Added Feb 25, 10:37 PM
13x Labor Added → Status: 05-Tech-Off-Site
📋
Status: 05-Tech-Off-Site by Ben Saur
From: Tech On Site
To: 05-Tech-Off-Site
Duration in Previous: 13h 43m
🔧
Status: Tech On Site by Scott Roberts Feb 26, 9:00 AM
From: 05-Tech-Off-Site
To: Tech On Site
Duration in Previous: 10h 22m
⏱️
▶
2 19x Labor Added Feb 26, 9:59 PM
19x Labor Added → Status: 05-Tech-Off-Site
📋
Status: 05-Tech-Off-Site by Ben Saur
From: Tech On Site
To: 05-Tech-Off-Site
Duration in Previous: 12h 59m
🔧
Status: Tech On Site by Scott Roberts Feb 27, 9:08 AM
From: 05-Tech-Off-Site
To: Tech On Site
Duration in Previous: 11h 8m
⏱️
▶
2 15x Labor Added Feb 27, 8:48 PM
15x Labor Added → Status: 05-Tech-Off-Site
📋
Status: 05-Tech-Off-Site by Ben Saur
From: Tech On Site
To: 05-Tech-Off-Site
Duration in Previous: 11h 41m
🏁
Status: Closed by Ben Saur Feb 27, 8:59 PM
From: 05-Tech-Off-Site
To: Closed
Duration in Previous: 10m
⏳ 3.4 business days
📄
Status: Ready to Bill by Diane Patton Mar 4, 1:13 PM
From: Closed
To: Ready to Bill
Duration in Previous: 4d 16h
📨
▶
2 Status: Invoice Pending Mar 4, 6:12 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🚨 106.7 business days
🧾
Invoice Created Aug 4, 12:33 PM
Invoice Number: SM-255614

Bottlenecks

Ready for Scheduling
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Assigned
Duration: 24.3 business days (threshold: 4.0 business hours)
Exceeded by 23.8 business days
Scheduled
Duration: 12.8 business days (threshold: 2.0 business days)
Exceeded by 10.8 business days
Tech On Site
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 3.6 business hours
Tech On Site
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.0 business hours
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00554458
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Preventive Maintenance
Branch
ERLA - PROD
Technician
Scott R Roberts
Scheduled
Feb 23, 9:00 AM
Created
Dec 29, 9:50 AM
Invoice #
SM-255614

Work Details (67)

Name Type Status Qty Amount Date
WL-03091744 Expenses Open 1 $0.00 Feb 4, 5:40 PM
WL-03091745 Expenses Open 1 $0.00 Feb 4, 5:40 PM
WL-03117077 Labor Open 3.5 $0.00 Feb 23, 10:41 PM
WL-03117078 Travel Open 188 $0.00 Feb 23, 10:41 PM
WL-03117079 Labor Open 1 $150.00 Feb 23, 10:41 PM
WL-03117080 Labor Open 0.75 $150.00 Feb 23, 10:41 PM
WL-03117081 Labor Open 0.75 $150.00 Feb 23, 10:41 PM
WL-03117082 Labor Open 3.25 $0.00 Feb 23, 10:41 PM
WL-03117083 Travel Open 17 $0.00 Feb 23, 10:41 PM
WL-03118986 Labor Open 1.6666666666667 $150.00 Feb 24, 11:55 PM
WL-03118982 Labor Open 0.75 $0.00 Feb 24, 11:55 PM
WL-03118983 Travel Open 17 $0.00 Feb 24, 11:55 PM
WL-03118984 Labor Open 2.25 $150.00 Feb 24, 11:55 PM
WL-03118985 Labor Open 0.83333333333333 $150.00 Feb 24, 11:55 PM
WL-03118987 Labor Open 1 $150.00 Feb 24, 11:55 PM
WL-03118988 Labor Open 0.5 $75.00 Feb 24, 11:55 PM
WL-03118989 Labor Open 0.5 $75.00 Feb 24, 11:55 PM
WL-03118990 Parts Open 1 $3.00 Feb 24, 11:55 PM
WL-03118994 Labor Open 0.5 $0.00 Feb 24, 11:59 PM
WL-03118995 Travel Open 17 $0.00 Feb 24, 11:59 PM
WL-03120560 Labor Open 0.75 $0.00 Feb 25, 10:37 PM
WL-03120561 Travel Open 17 $0.00 Feb 25, 10:37 PM
WL-03120562 Labor Open 0.75 $150.00 Feb 25, 10:37 PM
WL-03120563 Labor Open 0.66666666666667 $150.00 Feb 25, 10:37 PM
WL-03120564 Labor Open 1 $150.00 Feb 25, 10:37 PM
WL-03120570 Labor Open 1 $150.00 Feb 25, 10:37 PM
WL-03120566 Labor Open 0.75 $75.00 Feb 25, 10:37 PM
WL-03120567 Labor Open 0.75 $150.00 Feb 25, 10:37 PM
WL-03120568 Labor Open 1 $150.00 Feb 25, 10:37 PM
WL-03120569 Labor Open 1 $150.00 Feb 25, 10:37 PM
WL-03120565 Labor Open 0.83333333333333 $150.00 Feb 25, 10:37 PM
WL-03120571 Labor Open 1.5 $0.00 Feb 25, 10:37 PM
WL-03120572 Travel Open 33 $0.00 Feb 25, 10:37 PM
WL-03122377 Labor Open 0.5 $75.00 Feb 26, 9:59 PM
WL-03122370 Labor Open 1 $0.00 Feb 26, 9:59 PM
WL-03122371 Travel Open 17 $0.00 Feb 26, 9:59 PM
WL-03122372 Labor Open 0.5 $75.00 Feb 26, 9:59 PM
WL-03122373 Labor Open 0.66666666666667 $75.00 Feb 26, 9:59 PM
WL-03122374 Labor Open 0.5 $75.00 Feb 26, 9:59 PM
WL-03122375 Labor Open 0.5 $75.00 Feb 26, 9:59 PM
WL-03122376 Labor Open 0.41666666666667 $75.00 Feb 26, 9:59 PM
WL-03122378 Labor Open 0.58333333333333 $75.00 Feb 26, 9:59 PM
WL-03122379 Labor Open 0.5 $75.00 Feb 26, 9:59 PM
WL-03122380 Labor Open 0.41666666666667 $75.00 Feb 26, 9:59 PM
WL-03122381 Labor Open 0.5 $75.00 Feb 26, 9:59 PM
WL-03122382 Labor Open 0.75 $150.00 Feb 26, 9:59 PM
WL-03122383 Labor Open 0.75 $150.00 Feb 26, 9:59 PM
WL-03122384 Labor Open 1 $150.00 Feb 26, 9:59 PM
WL-03122385 Labor Open 0.5 $75.00 Feb 26, 9:59 PM
WL-03122386 Labor Open 0.75 $0.00 Feb 26, 9:59 PM
WL-03122387 Travel Open 21 $0.00 Feb 26, 9:59 PM
WL-03122388 Parts Open 1 $116.00 Feb 26, 9:59 PM
WL-03124314 Labor Open 1 $0.00 Feb 27, 8:48 PM
WL-03124315 Travel Open 17 $0.00 Feb 27, 8:48 PM
WL-03124316 Labor Open 0.66666666666667 $75.00 Feb 27, 8:48 PM
WL-03124317 Labor Open 0.5 $75.00 Feb 27, 8:48 PM
WL-03124326 Labor Open 2.75 $0.00 Feb 27, 8:48 PM
WL-03124327 Travel Open 132 $0.00 Feb 27, 8:48 PM
WL-03124318 Labor Open 0.5 $75.00 Feb 27, 8:48 PM
WL-03124319 Labor Open 1 $75.00 Feb 27, 8:48 PM
WL-03124320 Labor Open 0.5 $75.00 Feb 27, 8:48 PM
WL-03124321 Labor Open 0.5 $75.00 Feb 27, 8:48 PM
WL-03124322 Labor Open 0.5 $75.00 Feb 27, 8:48 PM
WL-03124323 Labor Open 0.5 $75.00 Feb 27, 8:48 PM
WL-03124324 Labor Open 0.5 $75.00 Feb 27, 8:48 PM
WL-03124325 Labor Open 0.5 $75.00 Feb 27, 8:48 PM
WL-03124328 Parts Open 1 $17.00 Feb 27, 8:49 PM

Details