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WO-01337782 ↗ ServiceMax

FORSYTH COUNTY EMS • Repair • P7

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

Jan 14, 2026 → Mar 2, 2026

✅ Completed
P7
SLA Clock
7 business days from creation · Target: Jan 26, 2026
✗ SLA Missed (24 biz days late)
Active: 31 biz days
Paused: 1 biz days
Budget: 7 biz days
🕐 Clock stopped: Completed (Mar 3, 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 15, 2026
1 business day (not counted)
▶ Clock Running
Status: Ready for Scheduling
Jan 15 → Jan 15, 2026
0 business days (counted)
Running total: 0 of 7 biz days used
12d
▶ Clock Running
Status: Assigned
Jan 15 → Feb 3, 2026
12 business days (counted)
Running total: 12 of 7 biz days used
7d
▶ Clock Running
Status: Scheduled
Feb 3 → Feb 12, 2026
7 business days (counted)
Running total: 19 of 7 biz days used
3d
▶ Clock Running
Status: Reschedule
Feb 12 → Feb 18, 2026
3 business days (counted)
Running total: 22 of 7 biz days used
9d
▶ Clock Running
Status: Scheduled
Feb 18 → Mar 3, 2026
9 business days (counted)
Running total: 31 of 7 biz days used
Created: Jan 14, 2026 Completed: Mar 3, 2026
Business Days Used 31 / 7
0 7d budget +24d over
Show SLA Clock Detail (8 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 15 Awaiting Parts ⏸ Paused 1 —
Jan 15 → Jan 15 Ready for Scheduling ▶ Running 0 0 / 7
Jan 15 → Feb 3 Assigned ▶ Running 12 12 / 7
Feb 3 → Feb 12 Scheduled ▶ Running 7 19 / 7
Feb 12 → Feb 18 Reschedule ▶ Running 3 22 / 7
Feb 18 → Mar 3 Scheduled ▶ Running 9 31 / 7
Dispatch 0.0d
Material Management 1.9d
Coordinators 32.6d
Field Work 0.0d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
1.9 days
Coordinators
32.6 days
Over SLA
Field Work
0.0 days
Billing
0.0 days
Created: Jan 14, 2026 Due: Feb 6, 2026 Completed: Mar 3, 2026 (24 days late)
📅
32.2 days Total Age
⏱️
13.0d in Assigned Longest Stage
🔄
12 transitions Status Changes
⚠️
28.0d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
4 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

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🎫
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 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 (current) 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 13.0 days stuck in "Assigned"
⏱️
Total Delay 28.0 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
1.9d / 3.0d SLA
Ready for Scheduling
0.0d / 1.0d SLA
Assigned
13.0d / 0.5d SLA
Scheduled
15.5d / 2.0d SLA
Reschedule
4.0d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

3/5/26 Rberry- Updated due date based on customer requesting we go ahead and come out on 2/3/26. WO was scheduled for techs next available. Updated delay code to technician unavailable.


2/18 MOwens Heather/Stewart replied back that 3/2 will work to schedule the return visit.

2/18 MOwens sent email to Stewart asking to schedule the repair visit for the first opening on the tech's schedule for 3/2.

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
Upper panel replaced Gas spring replaced Unit cycle tested
🔍 Technician Findings
Unit located
⚠️ Problem Description
Q-00031376 9 of 13 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 https://www.ebiotrack.com/workorder.php?wo=70903
📄 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, 11:41 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: 00088262
Status: Closed
📦
Status: Awaiting Parts by Dave Creditt
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 1m
📅
Status: Ready for Scheduling by Brittany Davis Jan 15, 10:24 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 22h 41m
👷
▶
2 Status: Assigned Jan 15, 10:33 AM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Melissa Owens
Technician: Todd Fogiel
⏳ 3.0 business days
🔩
3x Parts Added Jan 20, 2:10 PM
Type: Parts, Expenses
Status: Open
Qty: 1
🚨 11.0 business days
🗓️
▶
2 Status: Scheduled Feb 3, 3:40 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: Reschedule by Todd Fogiel Feb 11, 8:48 PM
From: Scheduled
To: Reschedule
Duration in Previous: 8d 5h
⏳ 4.4 business days
🗓️
▶
2 Status: Scheduled Feb 18, 1:59 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2026-03-02T14:00:00.000+0000
⚠️ 7.0 business days
📅
Dispatch Scheduled by Melissa Owens Feb 26, 9:13 AM
Scheduled For: 2026-03-02T16:00:00.000+0000
⏳ 3.0 business days
✔️
▶
3 Status: Completed Mar 2, 9:13 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
⏳ 3.3 business days
📄
Status: Ready to Bill by Diane Patton Mar 5, 12:27 PM
From: Closed
To: Ready to Bill
Duration in Previous: 2d 15h
📨
▶
2 Status: Invoice Pending Mar 5, 12:34 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🚨 87.0 business days
🧾
Invoice Created Jul 8, 5:00 PM
Invoice Number: SM-255684

Bottlenecks

Assigned
Duration: 13.0 business days (threshold: 4.0 business hours)
Exceeded by 12.5 business days
Scheduled
Duration: 6.6 business days (threshold: 2.0 business days)
Exceeded by 4.6 business days
Reschedule
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Scheduled
Duration: 8.9 business days (threshold: 2.0 business days)
Exceeded by 6.9 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00546926
Closed
📦
Parts Order 00088262
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P7
Type
Repair
Branch
ERLA - PROD
Technician
Todd Fogiel
Scheduled
Mar 2, 11:00 AM
Created
Jan 14, 11:41 AM
Invoice #
SM-255684

Work Details (4)

Name Type Status Qty Amount Date
WL-03071861 Parts Open 1 $117.00 Jan 20, 2:10 PM
WL-03071862 Parts Open 1 $59.00 Jan 20, 2:10 PM
WL-03071863 Expenses Open 1 $0.00 Jan 20, 2:10 PM
WL-03127259 Labor Open 0.75 $97.50 Mar 2, 9:15 PM

Details