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WO-01338434 ↗ ServiceMax

WYLIE FUNERAL HOME • Repair • P7

📍 Wylie Funeral Home - Baltimore — 701 N. Mount Street, Baltimore MD, 21217

Jan 19, 2026 → Jan 28, 2026

✅ Completed
P7
SLA Clock
7 business days from creation · Target: Jan 28, 2026
✗ SLA Missed
Active: 7 biz days
Budget: 7 biz days
🕐 Clock stopped: Completed (Jan 28, 2026)
SLA Target
▶ Clock Running
Status: Created
Jan 19 → Jan 19, 2026
0 business days (counted)
Running total: 0 of 7 biz days used
▶ Clock Running
Status: L2 Screening
Jan 19 → Jan 19, 2026
0 business days (counted)
Running total: 0 of 7 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Jan 19 → Jan 19, 2026
0 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Jan 19 → Jan 19, 2026
0 business days (counted)
Running total: 0 of 7 biz days used
1d
▶ Clock Running
Status: Assigned
Jan 19 → Jan 20, 2026
1 business day (counted)
Running total: 1 of 7 biz days used
6d
▶ Clock Running
Status: Scheduled
Jan 20 → Jan 28, 2026
6 business days (counted)
Running total: 7 of 7 biz days used
▶ Clock Running
Status: Tech On Site
Jan 28 → Jan 28, 2026
0 business days (counted)
Running total: 7 of 7 biz days used
Created: Jan 19, 2026 Completed: Jan 28, 2026
Business Days Used 7 / 7
0 7d budget
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Jan 19 → Jan 19 Created ▶ Running 0 0 / 7
Jan 19 → Jan 19 L2 Screening ▶ Running 0 0 / 7
Jan 19 → Jan 19 Awaiting Parts ⏸ Paused 0 —
Jan 19 → Jan 19 Ready for Scheduling ▶ Running 0 0 / 7
Jan 19 → Jan 20 Assigned ▶ Running 1 1 / 7
Jan 20 → Jan 28 Scheduled ▶ Running 6 7 / 7
Jan 28 → Jan 28 Tech On Site ▶ Running 0 7 / 7
Coordinators 8.0d
Field Work 0.4d
Billing 8.0d
✗ SLA Missed
Coordinators
8.0 days
Over SLA
Field Work
0.4 days
Billing
8.0 days
Over SLA
Created: Jan 19, 2026 Due: Jan 28, 2026 Completed: Jan 28, 2026 (on time)
📅
7.0 days Total Age
⏱️
8.0d in Ready to Bill Longest Stage
🔄
9 transitions Status Changes
⚠️
14.8d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
4 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00559337
01/19 awaiting sync to EBT. - L2 review - EMS
Closed
Q-00032091 1 of 3 Requesting service on three stretchers. The Brands are Ferno- 20N447252, Ferno 15N-329455, and Ferno 23N-. Can't read the numbers on the third stretcher. All of the stretchers need the handles fixed and legs on two stretchers. Parts needed per SN 20N-447252 4 oversized roll pins, 3453450 4 rivets, 3402200 1 red handle kit, 1901506 2 bushings, 8661650 https://www.ebiotrack.com/workorder.php?wo=71000 15N-329455 4 oversized roll pins, 3453450 4 rivets, 3402200 1 red handle kit, 1901506 2 bushings, 8661650 23N-unknown 1 red handle kit, 1901506 2 bushings, 8661650
Priority
Standard
Origin
Email
Reason
New Case
Contact
Devin Conner
Owner
Shelby Robinson
Created
Jan 15, 2026
Work Orders from this Case (3)
WO-01338430 Invoiced
Repair • Chris Galasso
Created: Jan 19, 2026 • Closed: Feb 18, 2026
WO-01338432 Invoiced
Repair • Chris Galasso
Created: Jan 19, 2026 • Closed: Mar 6, 2026
WO-01338434 (current) Invoiced
Repair • Chris Galasso
Created: Jan 19, 2026 • Closed: Jan 28, 2026
Completed with significant delays
Invoiced • 206 days old
🚨
Primary Delay 8.0 days stuck in "Ready to Bill"
⏱️
Total Delay 14.8 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
0.0d / 3.0d SLA
Ready for Scheduling
0.0d / 1.0d SLA
Assigned
1.0d / 0.5d SLA
Scheduled
7.0d / 2.0d SLA
Tech On Site
0.4d / 1.0d SLA
Closed
3.3d / 1.0d SLA
Ready to Bill
8.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1/20 MOwens Devin replied back that 1/28 will work for him for the repair visit. Arrival time between 10-11am.

1/19 MOwens Sent email to Devin Conner asking if the repair visit can be scheduled for first open day on 1/28.

🔧 Work Performed
INSTALLED RED HANDLE KIT; TESTED GOOD. OPERATING AS EXPECTED; RETURNED TO SERVICE
🔍 Technician Findings
RED HANDLE COMPLETELY MISSING
⚠️ Problem Description
Q-00032091 3 of 3 Requesting service on three stretchers. The Brands are Ferno- 20N447252, Ferno 15N-329455, and Ferno 23N-. Can't read the numbers on the third stretcher. All of the stretchers need the handles fixed and legs on two stretchers. 23N-unknown 1 red handle kit, 1901506 2 bushings, 8661650 https://www.ebiotrack.com/workorder.php?wo=71006
📄 Description
Ferno 24-MAXX Heavy Duty Mortuary Cot

Timeline

📞
Case Linked Jan 15, 10:09 AM
Case Number: 00559337
Subject: 01/19 awaiting sync to EBT. - L2 review - EMS
Status: Closed
⏳ 2.0 business days
📋
▶
4 Work Order Created Jan 19, 10:44 AM
Work Order Created → Status: L2 Screening → Parts Requested → Status: Awaiting Parts
🔍
Status: L2 Screening by Shelby Robinson
From: Entered
To: L2 Screening
Duration in Previous: 0m
📦
Parts Requested
Order: 00088575
Status: Closed
📦
Status: Awaiting Parts by Dave Creditt
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 2m
📅
▶
3 Status: Ready for Scheduling Jan 19, 11:42 AM
Status: Ready for Scheduling → Technician Assigned → Status: Assigned
👷
Technician Assigned by Melissa Owens
Technician: Chris Galasso
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 3m
🔩
3x Parts Added Jan 19, 12:34 PM
Type: Parts, Expenses
Status: Open
Qty: 1, 2
📅
▶
2 Dispatch Scheduled Jan 20, 8:43 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Melissa Owens
From: Assigned
To: Scheduled
Duration in Previous: 20h 58m
⚠️ 7.0 business days
🔧
Status: Tech On Site by Chris Galasso Jan 28, 12:51 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 8d 4h
⏱️
▶
2 Labor Added Jan 28, 4:17 PM
Labor Added → Status: Completed
✔️
Status: Completed by Chris Galasso
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 3h 26m, 0m
⏳ 4.0 business days
📄
Status: Ready to Bill by Diane Patton Feb 2, 11:19 AM
From: Closed
To: Ready to Bill
Duration in Previous: 4d 19h
⚠️ 8.0 business days
📨
Status: Invoice Pending by Diane Patton Feb 11, 11:36 AM
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 9d 0h, 0m
🚨 102.0 business days
🧾
Invoice Created Jul 8, 5:00 PM
Invoice Number: SM-253583

Bottlenecks

Assigned
Duration: 1.0 business days (threshold: 4.0 business hours)
Exceeded by 4.0 business hours
Scheduled
Duration: 7.0 business days (threshold: 2.0 business days)
Exceeded by 5.0 business days
Closed
Duration: 3.3 business days (threshold: 1.0 business days)
Exceeded by 2.3 business days
Ready to Bill
Duration: 8.0 business days (threshold: 1.0 business days)
Exceeded by 7.0 business days

🔗 Related Artifacts

📞
Case 00559337
Closed
📦
Parts Order 00088575
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P7
Type
Repair
Branch
ERLA - PROD
Technician
Chris Galasso
Scheduled
Jan 28, 10:30 AM
Created
Jan 19, 10:44 AM
Invoice #
SM-253583

Work Details (4)

Name Type Status Qty Amount Date
WL-03070369 Parts Open 1 $55.79 Jan 19, 12:34 PM
WL-03070370 Parts Open 2 $6.00 Jan 19, 12:34 PM
WL-03070371 Expenses Open 1 $15.62 Jan 19, 12:34 PM
WL-03082100 Labor Open 1.25 $162.50 Jan 28, 4:17 PM

Details