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WO-01337778 ↗ ServiceMax

FORSYTH COUNTY EMS • Repair • P7

📍 Forsyth County EMS - Stair Chairs — 911 E. 5TH St., Winston Salem NC, 27101

Jan 14, 2026 → Feb 11, 2026

✅ Completed
P7
SLA Clock
7 business days from creation · Target: Jan 26, 2026
✗ SLA Missed (13 biz days late)
Active: 20 biz days
Budget: 7 biz days
🕐 Clock stopped: Completed (Feb 12, 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
⏸ Clock Paused
Status: Awaiting Parts
Jan 14 → Jan 14, 2026
0 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Jan 14 → Jan 14, 2026
0 business days (counted)
Running total: 0 of 7 biz days used
13d
▶ Clock Running
Status: Assigned
Jan 14 → Feb 3, 2026
13 business days (counted)
Running total: 13 of 7 biz days used
6d
▶ Clock Running
Status: Scheduled
Feb 3 → Feb 11, 2026
6 business days (counted)
Running total: 19 of 7 biz days used
▶ Clock Running
Status: Tech On Site
Feb 11 → Feb 12, 2026
1 business day (counted)
Running total: 20 of 7 biz days used
Created: Jan 14, 2026 Completed: Feb 12, 2026
Business Days Used 20 / 7
0 7d budget +13d over
Show SLA Clock Detail (7 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 → Jan 14 Awaiting Parts ⏸ Paused 0 —
Jan 14 → Jan 14 Ready for Scheduling ▶ Running 0 0 / 7
Jan 14 → Feb 3 Assigned ▶ Running 13 13 / 7
Feb 3 → Feb 11 Scheduled ▶ Running 6 19 / 7
Feb 11 → Feb 12 Tech On Site ▶ Running 1 20 / 7
Dispatch 0.0d
Material Management 0.2d
Coordinators 20.1d
Field Work 1.3d
✗ SLA Missed
Dispatch
0.0 days
Material Management
0.2 days
Coordinators
20.1 days
Over SLA
Field Work
1.3 days
Over SLA
Created: Jan 14, 2026 Due: Feb 5, 2026 Completed: Feb 12, 2026 (6 days late)
📅
20.2 days Total Age
⏱️
13.6d in Assigned Longest Stage
🔄
10 transitions Status Changes
⚠️
18.8d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00546926
L2 review
Closed
Q-00031376 1. Model 59-T EZ-Glide Serial #: 09N-128373 Asset ID 13284194 Out of tolerance. Follow-up required. seat panel broken, requires 2390550 x1 2. Model 59-T EZ-Glide Serial #: 09N-128378 Asset ID 13284204 Out of tolerance. Follow-up required. SEAT PANEL BROKEN/CRACKED GAS SPRING WORN REQUIRES- 2390550 X1, 2310139 X1 3. Model 59-T EZ-Glide Serial #: 08-070366 Asset ID 13284191 Follow-up required. upper panel broken seat panel broken requires- 2390551 x1, 2390550 x1 4. Model 59-T EZ-Glide Serial #: 09N-128372 Asset ID 13284183 Out of tolerance. seat panels, front casters worn worn requires: Please quote customer for 0.5 hrs. labor, 1 seat panel, 2390550 1 back panel, 2390551 2 front casters, 0906106 5. Model 59-T EZ-Glide Serial #: 06-027384 Asset ID 13284184 Follow-up required. Out of range. seat panel broken requires: 2390550 x1 6. Follow-up to WO-01314845 Model: Ferno Washington Inc - Model 59-T EZ-Glide Serial #: 06-027382 Asset ID: 13284187 Notes: Out of tolerance. Follow-up required. seat panel broken requires 2390550 x1 7. Model 59-T EZ-Glide Serial #: 09N-128376 Asset ID a0CVU000026G6qT2AS Out of tolerance. Follow-up required. Out of range. Follow-up required. front casters worn gas spring worn requires: 0906106 x2, 2310139 x1 8. Follow-up to WO-01314845 Model 59-T EZ-Glide Notes: Out of tolerance. Follow-up required. seat panel broken telescoping arm broken requires 2390550 x1 0905837 x1 Out of tolerance. Follow-up required. 9. Model 59-T EZ-Glide Serial #: 13N-273510 Asset ID 13284215 Out of tolerance. Follow-up required. UPPER PANEL BROKEN SPRING WORN REQUIRES- 2390551 X1, 2310139 X1 10. Model 59-T EZ-Glide Serial #: 08-070370 Asset ID 13284186 Follow-up required. Out of range. rear wheel worn requires: 0906105 x1 Out of range. Follow-up required. 11. Model 59-T EZ-Glide Serial #: 10N-163286 Asset ID: 13284193 Follow-up required. Out of range. seat panel broken/cracked requires 2390550 x1 12. Model 59-T EZ-Glide Serial #: 08-070370 Asset ID: 13284186 Follow-up required. Out of range. rear wheel worn requires: 0906105 x1 13. Model 59-T EZ-Glide Serial #: 08-070369 Asset ID: 13284189 Out of tolerance. Follow-up required. upper panel broken seat panel broken front casters worn requires: 0906106 x2, 2390551 x1, 2390550 x1
Priority
Standard
Origin
Email
Reason
New Case
Contact
Stewart Swing
Owner
Kimberly Hardison
Created
Nov 25, 2025
Work Orders from this Case (13)
WO-01337768 Invoiced
Repair • Todd Fogiel
Created: Jan 14, 2026 • Closed: Feb 11, 2026
WO-01337771 Invoiced
Repair • Todd Fogiel
Created: Jan 14, 2026 • Closed: Feb 11, 2026
WO-01337772 Invoiced
Repair • Todd Fogiel
Created: Jan 14, 2026 • Closed: Mar 2, 2026
WO-01337774 Invoiced
Repair • Todd Fogiel
Created: Jan 14, 2026 • Closed: Mar 2, 2026
WO-01337776 Invoiced
Repair • Todd Fogiel
Created: Jan 14, 2026 • Closed: Mar 2, 2026
WO-01337777 Invoiced
Repair • Todd Fogiel
Created: Jan 14, 2026 • Closed: Feb 11, 2026
WO-01337778 (current) Invoiced
Repair • Todd Fogiel
Created: Jan 14, 2026 • Closed: Feb 11, 2026
WO-01337780 Invoiced
Repair • Todd Fogiel
Created: Jan 14, 2026 • Closed: Feb 11, 2026
WO-01337782 Invoiced
Repair • Todd Fogiel
Created: Jan 14, 2026 • Closed: Mar 2, 2026
WO-01337784 Invoiced
Repair • Todd Fogiel
Created: Jan 14, 2026 • Closed: Mar 2, 2026
WO-01337785 Invoiced
Repair • Todd Fogiel
Created: Jan 14, 2026 • Closed: Feb 11, 2026
WO-01337790 Invoiced
Repair • Todd Fogiel
Created: Jan 14, 2026 • Closed: Mar 2, 2026
WO-01337792 Invoiced
Repair • Todd Fogiel
Created: Jan 14, 2026 • Closed: Mar 2, 2026
Completed with significant delays
Invoiced • 214 days old
🚨
Primary Delay 13.6 days stuck in "Assigned"
⏱️
Total Delay 18.8 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
0.0d / 1.0d SLA
Awaiting Parts
0.2d / 3.0d SLA
Ready for Scheduling
0.1d / 1.0d SLA
Assigned
13.6d / 0.5d SLA
Scheduled
6.4d / 2.0d SLA
Tech On Site
1.3d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/3 MOwens Stewart replied back that he does need to go ahead and repair the stair chairs that can be done. I replied back offering either 2/11 or 2/13 for the repair visit. Stewart replied back requesting 2/11.

2/2 MOwens Stewart replied back that they do want to want for the additional parts to ship before schedule all the repairs on 1 visit. 1/23/2026 Sramen - pushed out due date but still waiting on parts for 2 wo's:WO-01337792 & WO-01337774. 1/21 MOwens 2 WOs are still in awaiting part status. Sent email to Heather/ Stewart to check if they want to schedule a repair visit or wait for all the parts to ship. 1/15 MOwens 5 other repair WOs for this location are still in awaiting parts status.

🔧 Work Performed
Casters replaced Gas spring replaced Unit cycle tested
🔍 Technician Findings
Unit located
⚠️ Problem Description
Q-00031376 7 of 13 7. Model 59-T EZ-Glide Serial #: 09N-128376 Asset ID a0CVU000026G6qT2AS Out of tolerance. Follow-up required. Out of range. Follow-up required. front casters worn gas spring worn requires: 0906106 x2, 2310139 x1 https://www.ebiotrack.com/workorder.php?wo=70901
📄 Description
Ferno Model 59-T EZ-Glide Stair Chair

Timeline

📞
Case Linked Nov 25, 11:06 PM
Case Number: 00546926
Subject: L2 review
Status: Closed
🚨 32.1 business days
📋
▶
4 Work Order Created Jan 14, 11:37 AM
Work Order Created → Status: L2 Screening → Parts Requested → Status: Awaiting Parts
🔍
Status: L2 Screening by Kimberly Hardison
From: Entered
To: L2 Screening
Duration in Previous: 0m
📦
Parts Requested
Order: 00088259
Status: Closed
📦
Status: Awaiting Parts by Dave Creditt
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 2m
📅
Status: Ready for Scheduling by Brittany Davis Jan 14, 1:20 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 1h 39m
👷
▶
2 Technician Assigned Jan 14, 1:52 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 32m
🔩
3x Parts Added Jan 15, 11:00 AM
Type: Parts, Expenses
Status: Open
Qty: 2, 1
🚨 13.0 business days
🗓️
▶
2 Status: Scheduled Feb 3, 3:46 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2026-02-11T14:00:00.000+0000
⚠️ 5.0 business days
📅
Dispatch Scheduled by Melissa Owens Feb 9, 10:07 AM
Scheduled For: 2026-02-11T16:00:00.000+0000
⏳ 3.0 business days
🔧
Status: Tech On Site by Todd Fogiel Feb 11, 10:44 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 7d 18h
🚗
Travel Added Feb 11, 7:55 PM
Type: Travel
Status: Open
Qty: 7
✔️
▶
3 Status: Completed Feb 11, 9:20 PM
Status: Completed → Labor Added → Status: Closed
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 0.75
🏁
Status: Closed by Todd Fogiel
From: Completed
To: Closed
Duration in Previous: 3m
⏳ 2.3 business days
⏱️
▶
3 Labor Added Feb 16, 3:27 PM
Labor Added → Status: Ready to Bill → Status: Invoiced
📄
Status: Ready to Bill by Diane Patton
From: Closed, Ready to Bill
To: Ready to Bill, Invoice Pending
Duration in Previous: 4d 18h, 0m
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🚨 99.0 business days
🧾
Invoice Created Jul 8, 4:59 PM
Invoice Number: SM-254147

Bottlenecks

Assigned
Duration: 13.6 business days (threshold: 4.0 business hours)
Exceeded by 13.1 business days
Scheduled
Duration: 6.4 business days (threshold: 2.0 business days)
Exceeded by 4.4 business days
Tech On Site
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.3 business hours
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00546926
Closed
📦
Parts Order 00088259
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P7
Type
Repair
Branch
ERLA - PROD
Technician
Todd Fogiel
Scheduled
Feb 11, 11:00 AM
Created
Jan 14, 11:37 AM
Invoice #
SM-254147

Work Details (6)

Name Type Status Qty Amount Date
WL-03066080 Parts Open 2 $110.00 Jan 15, 11:00 AM
WL-03066081 Parts Open 1 $59.00 Jan 15, 11:00 AM
WL-03066082 Expenses Open 1 $0.00 Jan 15, 11:00 AM
WL-03102015 Travel Open 7 $0.00 Feb 11, 7:55 PM
WL-03102183 Labor Open 0.75 $97.50 Feb 11, 9:22 PM
WL-03107448 Labor Open 1 $130.00 Feb 16, 3:27 PM

Details