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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01328343 ↗ ServiceMax

PUGET SOUND REGIONAL FIRE AUTHORITY • Preventive Maintenance • PSM

📍 Puget Sound Regional Fire Authority - Logistics Warehouse — 8320 S 208th St., Suite H-110, Kent WA, 98032

Dec 30, 2025 → Jul 1, 2026

✅ Completed
PSM
SLA Clock
Last business day of December 2025 · Target: Dec 31, 2025
✗ SLA Missed (125 biz days late)
Active: 127 biz days
🕐 Clock stopped: Tech Off Site (Jul 2, 2026)
▶ Clock Running
Status: Created
Dec 30 → Dec 30, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Dec 30 → Dec 30, 2025
0 business days (counted)
Running total: 0 of ? biz days used
83d
▶ Clock Running
Status: Assigned
Dec 30 → Apr 29, 2026
83 business days (counted)
Running total: 83 of ? biz days used
▶ Clock Running
Status: Entered
Apr 29 → Apr 29, 2026
0 business days (counted)
Running total: 83 of ? biz days used
▶ Clock Running
Status: Assigned
Apr 29 → Apr 30, 2026
1 business day (counted)
Running total: 84 of ? biz days used
38d
▶ Clock Running
Status: Scheduled
Apr 30 → Jun 25, 2026
38 business days (counted)
Running total: 122 of ? biz days used
▶ Clock Running
Status: Entered
Jun 25 → Jun 25, 2026
0 business days (counted)
Running total: 122 of ? biz days used
▶ Clock Running
Status: Assigned
Jun 25 → Jun 25, 2026
0 business days (counted)
Running total: 122 of ? biz days used
▶ Clock Running
Status: Scheduled
Jun 25 → Jul 1, 2026
4 business days (counted)
Running total: 126 of ? biz days used
▶ Clock Running
Status: Tech On Site
Jul 1 → Jul 2, 2026
1 business day (counted)
Running total: 127 of ? biz days used
▶ Clock Running
Status: Tech Off Site
Jul 2 → Jul 2, 2026
0 business days (counted)
Running total: 127 of ? biz days used
▶ Clock Running
Status: Scheduled
Jul 2 → Jul 2, 2026
0 business days (counted)
Running total: 127 of ? biz days used
Created: Dec 30, 2025 Tech Off Site: Jul 2, 2026
Show SLA Clock Detail (12 periods)
Period Status Clock Biz Days Running Total
Dec 30 → Dec 30 Created ▶ Running 0 0
Dec 30 → Dec 30 Ready for Scheduling ▶ Running 0 0
Dec 30 → Apr 29 Assigned ▶ Running 83 83
Apr 29 → Apr 29 Entered ▶ Running 0 83
Apr 29 → Apr 30 Assigned ▶ Running 1 84
Apr 30 → Jun 25 Scheduled ▶ Running 38 122
Jun 25 → Jun 25 Entered ▶ Running 0 122
Jun 25 → Jun 25 Assigned ▶ Running 0 122
Jun 25 → Jul 1 Scheduled ▶ Running 4 126
Jul 1 → Jul 2 Tech On Site ▶ Running 1 127
Jul 2 → Jul 2 Tech Off Site ▶ Running 0 127
Jul 2 → Jul 2 Scheduled ▶ Running 0 127
Dispatch 0.0d
Coordinators 128.8d
Field Work 2.5d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
128.8 days
Over SLA
Field Work
2.5 days
Over SLA
Created: Dec 30, 2025 Due: Apr 30, 2026 Completed: Jul 1, 2026 (61 days late)
📅
127.0 days Total Age
⏱️
83.7d in Assigned Longest Stage
🔄
11 transitions Status Changes
⚠️
126.7d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
33 lines Work Details
🚩
3 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
3 On-Site Visits
3 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Michah Brackett — scheduling delays attributed to technician, not coordinators
Visit 1 Jun 30, 2026
Visit 2 Jul 1, 2026
Visit 3 Jul 2, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00554816
eBiotrack - Automated New Inspection Created
Closed
Annual Equipment PM 17 Pcs https://www.ebiotrack.com/inspection.php?iid=32179
Priority
Standard
Origin
Email
Reason
New Case
Contact
Kristin Boone
Owner
Kimberly Hardison
Created
Dec 30, 2025
Work Orders from this Case (1)
WO-01328343 (current) Invoiced
Preventive Maintenance • Michah Brackett
Created: Dec 30, 2025 • Closed: Jul 1, 2026
Completed with significant delays
Invoiced • 229 days old
🚨
Primary Delay 83.7 days stuck in "Assigned"
⏱️
Total Delay 126.7 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
0.4d / 1.0d SLA
Assigned
85.0d / 0.5d SLA
Scheduled
43.3d / 2.0d SLA
Tech On Site
1.1d / 1.0d SLA
Tech Off Site
1.0d / 2.0d SLA
Completed
0.4d / 1.0d SLA
Closed
4.3d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

6/30/26 NatoshaB - spoke to Giovanni re: todays visit & coordinated w/MBurris & SUP to have tech on-site tomorrow due to travel delays today. Customer agreed and would like tech on site to start PM 7/1 @ his earliest time.


Updated address to Logistics warehouse & added correct POC for this service.


6-30 Mburris call from site POC looking for tech who isn't on site, then received an email that site need to cancel todays appt

4-30 Mburris called set appt with Jon Graziani 5-14 11am

4-29 Mburris email sent to POC looking for 5-14 11am

4/22/26 NatoshaB - Updated POC on WO. Please reach out to Jon Graziani (jgraziani@pugetsoundfire.org | (206) 931-1647)


4-17 Mburris Lm on vmail for Kristin Boone looking for 4-30later in afternoon 

2/12/26 NatoshaB - updated due date to April 30 to align w customers last service in 2025. Chattered ASC since tech already assigned.

🔧 Work Performed
Stryker Medical - 6506 PowerPro Serial #: 121040724 - Asset ID: 13439178 Stryker Medical - 6506 PowerPro Serial #: 121040723 - Asset ID: 13439180 Ferno Washington Inc - Model 59-T EZ-Glide Serial #: L-812339 - Asset ID: 13439182 Stryker Medical - 6390 Power-LOAD Serial #: 1908012400040 - Asset ID: 13439186 Ferno Washington Inc - Model 175 (Series) Serial #: 150341157 - Asset ID: 13439177 Ferno Washington Inc - Model 59-T EZ-Glide Serial #: 07-053297 - Asset ID: 13439176 Stryker Medical - 6390 Power-LOAD Serial #: 1909012400299 - Asset ID: 13439183 Ferno Washington Inc - Model 175 (Series) Serial #: 130640590 - Asset ID: 13439179 Stryker Medical - 6506 PowerPro Serial #: 1911003500287 - Asset ID: 13439187 Stryker Medical - 6506 PowerPro Serial #: 1911003500289 - Asset ID: 13439184 Ferno Washington Inc - Model 59-T EZ-Glide Serial #: l-805794 - Asset ID: 13439175 Ferno Washington Inc - Transcend PowerTraxx Serial #: 23C-195920 - Asset ID: 1343972 Ferno Washington Inc - Model 59-T EZ-Glide Serial #: 15N-338169 - Asset ID: 13439174 Stryker Medical - 6252 Stair-Pro Serial #: 121041452 - Asset ID: 13439171 Stryker Medical - Xpedition Serial #: 2405000327 - Asset ID: 13439173 Stryker Medical - Xpedition Serial #: 2404002432 - Asset ID: 13439181 Stryker Medical - Xpedition Serial #: 23C193952 - Asset ID: 13439188 Stryker Medical - 6252 Stair-Pro Serial #: 121041453 - Asset ID: 13439185
🔍 Technician Findings
PM due for assets listed below: (5) Stretchers, (7) Stair Chairs, (3) PowerLOADs, (2) Manual Lockdowns
⚠️ Problem Description
Annual Equipment PM 17 Pcs - stretchers, stair chairs, manual lockdowns, and powerloads https://www.ebiotrack.com/inspection.php?iid=32179

Timeline

📞
Case Linked Dec 30, 12:00 AM
Case Number: 00554816
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Dec 30, 9:36 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered
To: Ready for Scheduling
Duration in Previous: 1m
👷
▶
2 Technician Assigned Dec 30, 1:07 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 3h 29m
🚨 84.0 business days
🆕
▶
2 Status: Entered Apr 29, 5:35 PM
Status: Entered → Technician Assigned
👷
Technician Assigned by Michael Burris
Technician: Rene Yescas
🗓️
▶
2 Status: Scheduled Apr 30, 3:01 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-05-14T18:00:00.000+0000
⏳ 3.0 business days
📅
Dispatch Scheduled by Michael Burris May 4, 3:58 PM
Scheduled For: 2026-06-30T15:00:00.000+0000
🚨 37.0 business days
🆕
▶
3 Status: Entered Jun 25, 2:27 PM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Michael Burris
Technician: Michah Brackett
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-06-30T15:00:00.000+0000
⏳ 3.0 business days
💵
3x Expenses Added Jun 29, 1:49 PM
Type: Expenses
Status: Open
Qty: 1
⏳ 2.0 business days
📅
Dispatch Scheduled by Michael Burris Jun 30, 5:02 PM
Scheduled For: 2026-07-01T14:00:00.000+0000
🔧
Status: Tech On Site by Michah Brackett Jul 1, 10:11 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 19h
🚗
▶
3 Status: Tech Off Site Jul 1, 8:26 PM
Status: Tech Off Site → Dispatch Scheduled → Status: Tech Off Site
📅
Dispatch Scheduled by Natosha Beierschmitt
Scheduled For: 2026-07-02T12:00:00.000+0000
🚗
Status: Tech Off Site by Natosha Beierschmitt
From: Scheduled
To: Tech Off Site
Duration in Previous: 0m
💵
6x Expenses Added Jul 2, 2:41 PM
Type: Expenses
Status: Open
Qty: 1
✔️
Status: Completed by Michah Brackett Jul 2, 2:47 PM
From: Tech Off Site
To: Completed
Duration in Previous: 18h 19m
⏱️
▶
2 24x Labor Added Jul 2, 5:58 PM
24x Labor Added → Status: Closed
🏁
Status: Closed by Ben Saur
From: Completed
To: Closed
Duration in Previous: 3h 12m
⏳ 4.8 business days
📄
Status: Ready to Bill by Diane Patton Jul 9, 9:33 AM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 6d 15h, 0m
🚨 19.0 business days
🧾
Invoice Created Aug 4, 12:33 PM
Invoice Number: SM-266859

Bottlenecks

Assigned
Duration: 83.7 business days (threshold: 4.0 business hours)
Exceeded by 83.2 business days
Assigned
Duration: 1.3 business days (threshold: 4.0 business hours)
Exceeded by 6.4 business hours
Scheduled
Duration: 38.6 business days (threshold: 2.0 business days)
Exceeded by 36.6 business days
Scheduled
Duration: 4.7 business days (threshold: 2.0 business days)
Exceeded by 2.7 business days
Tech On Site
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 0.4 business hours
Closed
Duration: 4.3 business days (threshold: 1.0 business days)
Exceeded by 3.3 business days

🔗 Related Artifacts

📞
Case 00554816
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Preventive Maintenance
Branch
ERLA - PROD
Technician
Michah Brackett
Scheduled
Jul 2, 8:00 AM
Created
Dec 30, 9:36 AM
Invoice #
SM-266859

Work Details (33)

Name Type Status Qty Amount Date
WL-03277513 Expenses Open 1 $0.00 Jun 29, 1:49 PM
WL-03277514 Expenses Open 1 $0.00 Jun 29, 1:49 PM
WL-03277515 Expenses Open 1 $0.00 Jun 29, 1:49 PM
WL-03282353 Expenses Open 1 $0.00 Jul 2, 2:41 PM
WL-03282354 Expenses Open 1 $0.00 Jul 2, 2:41 PM
WL-03282355 Expenses Open 1 $0.00 Jul 2, 2:41 PM
WL-03282356 Expenses Open 1 $0.00 Jul 2, 2:41 PM
WL-03282357 Expenses Open 1 $0.00 Jul 2, 2:41 PM
WL-03282358 Expenses Open 1 $0.00 Jul 2, 2:41 PM
WL-03282722 Labor Open 0.5 $0.00 Jul 2, 5:58 PM
WL-03282723 Labor Open 0.5 $0.00 Jul 2, 5:58 PM
WL-03282724 Labor Open 0.5 $0.00 Jul 2, 5:58 PM
WL-03282725 Labor Open 0.5 $0.00 Jul 2, 5:58 PM
WL-03282726 Labor Open 0.5 $0.00 Jul 2, 5:58 PM
WL-03282727 Labor Open 0.5 $0.00 Jul 2, 5:58 PM
WL-03282728 Labor Open 0.5 $0.00 Jul 2, 5:58 PM
WL-03282729 Labor Open 0.5 $0.00 Jul 2, 5:58 PM
WL-03282730 Labor Open 0.5 $0.00 Jul 2, 5:58 PM
WL-03282731 Labor Open 0.5 $0.00 Jul 2, 5:58 PM
WL-03282732 Labor Open 0.5 $0.00 Jul 2, 5:58 PM
WL-03282733 Labor Open 0.5 $0.00 Jul 2, 5:58 PM
WL-03282734 Labor Open 1 $0.00 Jul 2, 5:58 PM
WL-03282735 Labor Open 0.75 $0.00 Jul 2, 5:58 PM
WL-03282736 Labor Open 0.75 $0.00 Jul 2, 5:58 PM
WL-03282737 Labor Open 0.75 $0.00 Jul 2, 5:58 PM
WL-03282738 Labor Open 0.75 $0.00 Jul 2, 5:58 PM
WL-03282739 Labor Open 0.91666666666667 $0.00 Jul 2, 5:58 PM
WL-03282740 Labor Open 5.9983333333333 $0.00 Jul 2, 5:58 PM
WL-03282741 Travel Open 145 $0.00 Jul 2, 5:58 PM
WL-03282742 Labor Open 1.5 $0.00 Jul 2, 5:58 PM
WL-03282743 Travel Open 70 $0.00 Jul 2, 5:58 PM
WL-03282744 Labor Open 5 $0.00 Jul 2, 5:58 PM
WL-03282745 Travel Open 70 $0.00 Jul 2, 5:58 PM

Details