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WO-01337709 ↗ ServiceMax

HAMASPIK OF ORANGE COUNTY INC • Repair • P7

📍 Hamaspik of Orange County Inc — 1 Hamaspik Way, Monroe NY, 10950

Jan 14, 2026 → Mar 6, 2026

✅ Completed
P7
SLA Clock
7 business days from creation · Target: Jan 26, 2026
✗ SLA Missed (11 biz days late)
Active: 18 biz days
Paused: 17 biz days
Budget: 7 biz days
🕐 Clock stopped: Completed (Mar 6, 2026)
SLA Target
▶ Clock Running
Status: Created
Jan 14 → Jan 14, 2026
0 business days (counted)
Running total: 0 of 7 biz days used
▶ Clock Running
Status: L2 Screening
Jan 14 → Jan 14, 2026
0 business days (counted)
Running total: 0 of 7 biz days used
⏸13d
⏸ Clock Paused
Status: Awaiting Parts
Jan 14 → Feb 3, 2026
13 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Feb 3 → Feb 3, 2026
0 business days (counted)
Running total: 0 of 7 biz days used
▶ Clock Running
Status: Assigned
Feb 3 → Feb 5, 2026
2 business days (counted)
Running total: 2 of 7 biz days used
3d
▶ Clock Running
Status: Scheduled
Feb 5 → Feb 10, 2026
3 business days (counted)
Running total: 5 of 7 biz days used
4d
▶ Clock Running
Status: Incomplete
Feb 10 → Feb 17, 2026
4 business days (counted)
Running total: 9 of 7 biz days used
▶ Clock Running
Status: L2 Screening
Feb 17 → Feb 17, 2026
0 business days (counted)
Running total: 9 of 7 biz days used
⏸4d
⏸ Clock Paused
Status: Awaiting Parts
Feb 17 → Feb 23, 2026
4 business days (not counted)
▶ Clock Running
Status: Reschedule
Feb 23 → Feb 24, 2026
1 business day (counted)
Running total: 10 of 7 biz days used
8d
▶ Clock Running
Status: Scheduled
Feb 24 → Mar 6, 2026
8 business days (counted)
Running total: 18 of 7 biz days used
Created: Jan 14, 2026 Completed: Mar 6, 2026
Business Days Used 18 / 7
0 7d budget +11d over
Show SLA Clock Detail (11 periods)
Period Status Clock Biz Days Running Total
Jan 14 → Jan 14 Created ▶ Running 0 0 / 7
Jan 14 → Jan 14 L2 Screening ▶ Running 0 0 / 7
Jan 14 → Feb 3 Awaiting Parts ⏸ Paused 13 —
Feb 3 → Feb 3 Ready for Scheduling ▶ Running 0 0 / 7
Feb 3 → Feb 5 Assigned ▶ Running 2 2 / 7
Feb 5 → Feb 10 Scheduled ▶ Running 3 5 / 7
Feb 10 → Feb 17 Incomplete ▶ Running 4 9 / 7
Feb 17 → Feb 17 L2 Screening ▶ Running 0 9 / 7
Feb 17 → Feb 23 Awaiting Parts ⏸ Paused 4 —
Feb 23 → Feb 24 Reschedule ▶ Running 1 10 / 7
Feb 24 → Mar 6 Scheduled ▶ Running 8 18 / 7
Dispatch 0.8d
Material Management 18.3d
Coordinators 16.3d
Field Work 0.0d
Incomplete 4.5d (excluded)
Billing 0.0d
✗ SLA Missed
Dispatch
0.8 days
Material Management
18.3 days
Over SLA
Coordinators
16.3 days
Over SLA
Field Work
0.0 days
Incomplete (excluded from total)
4.5 days
Billing
0.0 days
Created: Jan 14, 2026 Due: Mar 3, 2026 Completed: Mar 6, 2026 (2 days late)
📅
36.0 days Total Age
⏱️
13.6d in Awaiting Parts Longest Stage
🔄
15 transitions Status Changes
⚠️
29.4d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
14 lines Work Details
🏠
2 visits On-Site Trips
📋
Coordinator Scheduling
🔄
2 On-Site Visits (1 reschedule)
2 on-site visits — follow-up trip required
Visit 1 Feb 10, 2026
Visit 2 Mar 6, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00551430
L2 review
Closed
Q-00032008 Follow-up to WO-01317465 tech Darrell Hope van 14 found OB actuator bent needing replacement,, also restraint belt broken, Parts needed ACTUATOR LT SIDE 22903 1 EA RESTRAINT RI13054 1 EA
Priority
High
Origin
Created From WO
Reason
New Case
Contact
Mayer Masri
Owner
Jessica Sells
Created
Dec 12, 2025
Work Orders from this Case (1)
WO-01337709 (current) Invoiced
Repair • Luis Torres
Created: Jan 14, 2026 • Closed: Mar 6, 2026
Completed with significant delays
Invoiced • 211 days old
🚨
Primary Delay 13.6 days stuck in "Awaiting Parts"
⏱️
Total Delay 29.4 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
L2 Screening
0.8d / 1.0d SLA
Awaiting Parts
18.3d / 3.0d SLA
Ready for Scheduling
0.2d / 1.0d SLA
Assigned
2.4d / 0.5d SLA
Scheduled
12.6d / 2.0d SLA
Incomplete
4.5d
Reschedule
1.2d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
7.5d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

TBA exceeded quote due to additional trip. No travel charge for 1st trip due to incorrect parts shipped

2/24 KSmith -- Scheduled for 3/6 per Mayer's request. 9-11am

2/24 KSmith -- Mayer requested the 5th, advised we do not have that date available. Provided available dates next week and am awaiting response

2/24/26 RBerry- Updated due date based on parts. Removed delay code.


2/24 KSmith -- Sent email to schedule for 3/4

02/19/2026 MBARRETT- Order Number 270926

02/18/2026 ATharp - Ordered to tech.

2/17 KHardison, added quote approved, Q-00032592, for parts order

2/16 KSmith -- Parts need add to SMX, then quote will be sent to customer

2/10 KWeiss, Created case and sent to sales for quoting.

2/5 KSmith -- Scheduled for 2/10 with Mayer. 10am-12pm on WO-01334609

2/5 KSmith -- Sent email to Mayer to schedule for 2/10 on WO-01334609

2/3/26 RBerry- Updated due date based on parts. Parts are shipping out today. No ETA.

🔧 Work Performed
**R&R pendant assembly **Attempted to install roll stop actuator assembly but it was way too short. Also the set screws that is supposed to hold the actuator link were missing and not in the parts that were delivered. Buckle was also not the correct one. None of the parts ordered were able to be used to repair lift. **I called Ricon direct and spoke to Gerold in order to get the correct part numbers needed in order for us to complete repair on return visit. **spoke with Mayer and informed him about parts and assured him that I was talking to Ricon to confirm part numbers with them directly. **Parts needed are as follows Qty. 1- RI-19410- Restraint kit Qty. 1- RI-62345- Rollstop actuator Qty. 1- V2-SP-021- Torsion bar **Set screws come in a bag of 10. Client needs 2- RI-19752 **3/6-LT- R&R restraint assembly **R&R torsion bar assembly **R&R roll stop actuator assembly **Function & cycle tested to confirm no other issues
🔍 Technician Findings
Unit OOS **Roll stop actuator missing. Removed from prior visit due to it being bent & inoperative. **Pendant missing deploy button making it inoperative and unable to deploy lift **Restraint assembly buckle broken/cracked **PL torsion bar missing.
⚠️ Problem Description
Q-00032592, for parts order Q-00032446 Please add this quote to open WO-01337709, Luis has parts onsite with him. Van 14 needs the hand pendant replaced. QTY 1 PN 33022 Q-00032008 Follow-up to WO-01317465 tech Darrell Hope van 14 found OB actuator bent needing replacement,, also restraint belt broken, Parts needed ACTUATOR LT SIDE 22903 1 EA RESTRAINT RI13054 1 EA https://www.ebiotrack.com/workorder.php?wo=70882
📄 Description
Ricon: Classic Wheelchair LIfts; S-Series and K-Series

Timeline

📞
Case Linked Dec 12, 3:30 PM
Case Number: 00551430
Subject: L2 review
Status: Closed
🚨 22.0 business days
📋
▶
2 Work Order Created Jan 14, 9:16 AM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Jessica Sells
From: Entered
To: L2 Screening
Duration in Previous: 0m
📦
▶
2 Parts Requested Jan 14, 1:54 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Keith Weiss
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 4h 37m
🚨 14.0 business days
📅
Status: Ready for Scheduling by Melissa Barrett Feb 3, 2:40 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 20d 0h
👷
▶
2 Technician Assigned Feb 3, 4:03 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1h 23m
💵
Expenses Added Feb 3, 4:15 PM
Type: Expenses
Status: Open
Qty: 1
⏳ 3.0 business days
🗓️
▶
2 Status: Scheduled Feb 5, 1:48 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-02-10T15:00:00.000+0000
⏳ 4.0 business days
⏱️
4x Labor Added Feb 10, 2:39 PM
Type: Labor, Travel
Status: Open
Qty: 3, 0.5, 110, 2
⚠️
Status: Incomplete by Luis Torres Feb 10, 2:55 PM
From: Scheduled
To: Incomplete
Duration in Previous: 5d 1h
⚠️ 5.0 business days
🔍
Status: L2 Screening by Kimberly Hardison Feb 17, 11:12 AM
From: Incomplete
To: L2 Screening
Duration in Previous: 6d 20h
📦
▶
2 Parts Requested Feb 17, 1:17 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Keith Weiss
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 2h 5m
⚠️ 5.0 business days
🔩
▶
2 4x Parts Added Feb 23, 5:40 PM
4x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Keith Fricke
From: Awaiting Parts
To: Reschedule
Duration in Previous: 6d 4h
🗓️
▶
2 Status: Scheduled Feb 24, 11:02 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-03-06T15:00:00.000+0000
⚠️ 9.0 business days
⏱️
5x Labor Added Mar 6, 2:45 PM
Type: Labor, Travel
Status: Open
Qty: 3.25, 1.75, 110
✔️
▶
2 Status: Completed Mar 6, 2:52 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Luis Torres
From: Completed
To: Closed
Duration in Previous: 1m
⚠️ 8.0 business days
📄
▶
3 Status: Ready to Bill Mar 17, 12:02 PM
Status: Ready to Bill → Status: Invoice Pending → Status: Invoiced
📨
Status: Invoice Pending by Diane Patton
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 1m
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🚨 74.0 business days
🧾
Invoice Created Jun 30, 4:28 PM
Invoice Number: SM-256705

Bottlenecks

Awaiting Parts
Duration: 13.6 business days (threshold: 3.0 business days)
Exceeded by 10.6 business days
Assigned
Duration: 2.4 business days (threshold: 4.0 business hours)
Exceeded by 1.9 business days
Scheduled
Duration: 3.6 business days (threshold: 2.0 business days)
Exceeded by 1.6 business days
Awaiting Parts
Duration: 4.7 business days (threshold: 3.0 business days)
Exceeded by 1.7 business days
Scheduled
Duration: 9.0 business days (threshold: 2.0 business days)
Exceeded by 7.0 business days
Closed
Duration: 7.5 business days (threshold: 1.0 business days)
Exceeded by 6.5 business days

🔗 Related Artifacts

📞
Case 00551430
Closed
📦
Parts Order 00088284
Closed
📦
Parts Order 00090527
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P7
Type
Repair
Branch
MedPro
Technician
Luis Torres
Scheduled
Mar 6, 10:00 AM
Created
Jan 14, 9:16 AM
Invoice #
SM-256705

Work Details (14)

Name Type Status Qty Amount Date
WL-03089793 Expenses Open 1 $20.32 Feb 3, 4:15 PM
WL-03099343 Labor Open 3 $0.00 Feb 10, 2:39 PM
WL-03099344 Labor Open 0.5 $65.00 Feb 10, 2:39 PM
WL-03099345 Travel Open 110 $0.00 Feb 10, 2:39 PM
WL-03099346 Labor Open 2 $260.00 Feb 10, 2:39 PM
WL-03116699 Parts Open 1 $601.39 Feb 23, 5:40 PM
WL-03116700 Parts Open 1 $110.49 Feb 23, 5:40 PM
WL-03116701 Parts Open 1 $11.77 Feb 23, 5:40 PM
WL-03116702 Parts Open 2 $17.52 Feb 23, 5:40 PM
WL-03133807 Labor Open 3.25 $500.00 Mar 6, 2:45 PM
WL-03133808 Labor Open 1.75 $227.50 Mar 6, 2:45 PM
WL-03133809 Labor Open 3.25 $0.00 Mar 6, 2:45 PM
WL-03133810 Travel Open 110 $0.00 Mar 6, 2:45 PM
WL-03133811 Travel Open 110 $0.00 Mar 6, 2:45 PM

Details