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WO-01338490 ↗ ServiceMax

MONROE COUNTY EMS KY • Preventive Maintenance • PSM

📍 Monroe County EMS — 429 Capp Harlan Rd, Tompkinsville KY, 42167

Jan 19, 2026 → Mar 6, 2026

✅ Completed
PSM
SLA Clock
Last business day of January 2026 · Target: Jan 30, 2026
✗ SLA Missed (23 biz days late)
Active: 33 biz days
🕐 Clock stopped: Invoiced (Mar 6, 2026)
▶ Clock Running
Status: Created
Jan 19 → Jan 19, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 19 → Jan 19, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Jan 19 → Jan 21, 2026
2 business days (counted)
Running total: 2 of ? biz days used
▶ Clock Running
Status: Entered
Jan 21 → Jan 21, 2026
0 business days (counted)
Running total: 2 of ? biz days used
3d
▶ Clock Running
Status: On Hold
Jan 21 → Jan 26, 2026
3 business days (counted)
Running total: 5 of ? biz days used
4d
▶ Clock Running
Status: Ready for Scheduling
Jan 26 → Jan 30, 2026
4 business days (counted)
Running total: 9 of ? biz days used
16d
▶ Clock Running
Status: Assigned
Jan 30 → Feb 24, 2026
16 business days (counted)
Running total: 25 of ? biz days used
8d
▶ Clock Running
Status: Scheduled
Feb 24 → Mar 6, 2026
8 business days (counted)
Running total: 33 of ? biz days used
Created: Jan 19, 2026 Invoiced: Mar 6, 2026
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Jan 19 → Jan 19 Created ▶ Running 0 0
Jan 19 → Jan 19 Ready for Scheduling ▶ Running 0 0
Jan 19 → Jan 21 Assigned ▶ Running 2 2
Jan 21 → Jan 21 Entered ▶ Running 0 2
Jan 21 → Jan 26 On Hold ▶ Running 3 5
Jan 26 → Jan 30 Ready for Scheduling ▶ Running 4 9
Jan 30 → Feb 24 Assigned ▶ Running 16 25
Feb 24 → Mar 6 Scheduled ▶ Running 8 33
Holding 3.3d (excluded)
Coordinators 31.9d
Field Work 0.9d
Billing 0.0d
✗ SLA Missed
Holding (excluded from total)
3.3 days
Coordinators
31.9 days
Over SLA
Field Work
0.9 days
Billing
0.0 days
Created: Jan 19, 2026 Due: Feb 27, 2026 Completed: Mar 6, 2026 (6 days late)
📅
33.0 days Total Age
⏱️
16.6d in Assigned Longest Stage
🔄
10 transitions Status Changes
⚠️
30.9d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
9 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00559775
1/19 2:12 site needs added to ebt
Closed
Q-00032079 Semi-Annual Equipment PM 4 pieces https://www.ebiotrack.com/inspection.php?iid=31947
Priority
High
Origin
Phone
Reason
New Case
Contact
Caitlin Hagan
Owner
Sherry Reich
Created
Jan 16, 2026
Work Orders from this Case (1)
WO-01338490 (current) Invoiced
Preventive Maintenance • Scott R Roberts
Created: Jan 19, 2026 • Closed: Mar 6, 2026
Completed with significant delays
Invoiced • 209 days old
🚨
Primary Delay 16.6 days stuck in "Assigned"
⏱️
Total Delay 30.9 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
4.3d / 1.0d SLA
Assigned
18.6d / 0.5d SLA
On Hold
3.3d
Scheduled
9.0d / 2.0d SLA
Tech On Site
0.9d / 1.0d SLA
Closed
4.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

Emailed through Outlook (fixed mileage manually on PDF)

2/24/2026 CRamen spoke with Phyllis and she requested schedule for Friday 3/6/2026 with tech arrival between 10-11am.


1/26/26 NatoshaB - updated POC on WO to designated Service POC #1 in SMX/eBT: Phyllis Reagan | phyllis.reagan@mcmccares.com | 270.487.9231 ext 1337


Put WO back in RFS removed esc. & updated due date to Feb (OG Jan)


1/21/2026 CRamen POC not responding. Returning to dispatch, Placing On Hold and escalating to AM


1/21/2026 CRamen left a vm for a returned call to schedule for Thursday 1/29/2026 with tech arrival between 8-10am.


1/20/2026 CRamen left a vm for a returned call to schedule for Thursday 1/29/2026 with tech arrival between 8-10am.


1/19/2026 CRamen left a vm for a returned call to schedule with tech arrival between 8-10am. Logged email. Placeholder set.

🔧 Work Performed
Ferno Washington Inc - Model 35-P (series) Serial #: L-698448 - Asset ID: 13335633 Stryker Medical - 6500 PowerPro Serial #: 070740264 - Asset ID: 13254773 Stryker Medical - 6500 PowerPro Serial #: 070740266 - Asset ID: 13254772 Stryker Medical - 6500 PowerPro Serial #: 070740265 - Asset ID: 13254771 Stryker Medical - 6500 PowerPro Serial #: 090241318 - Asset ID: 13254774
⚠️ Problem Description
Q-00032079 Semi-Annual Equipment PM 4 pieces https://www.ebiotrack.com/inspection.php?iid=31947

Timeline

📞
Case Linked Jan 16, 12:02 PM
Case Number: 00559775
Subject: 1/19 2:12 site needs added to ebt
Status: Closed
⏳ 1.0 business days
📋
▶
2 Work Order Created Jan 19, 3:27 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 1m
👷
▶
2 Status: Assigned Jan 19, 5:01 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Charles Ramen
Technician: a0h5A00000Hod6IQAR, Scott R Roberts
⏳ 2.0 business days
🆕
Status: Entered by Charles Ramen Jan 21, 4:42 PM
From: Assigned, Entered
To: Entered, On Hold
Duration in Previous: 1d 23h, 0m
⏳ 3.9 business days
📅
Status: Ready for Scheduling by Natosha Beierschmitt Jan 26, 4:57 PM
From: On Hold
To: Ready for Scheduling
Duration in Previous: 5d 0h
⏳ 4.9 business days
👷
▶
2 Status: Assigned Jan 30, 2:01 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Charles Ramen
Technician: Scott R Roberts
🚨 17.0 business days
🗓️
▶
2 Status: Scheduled Feb 24, 9:49 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2026-03-06T16:00:00.000+0000
⚠️ 9.0 business days
🔧
Status: Tech On Site by Scott Roberts Mar 6, 11:49 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 10d 2h
⏱️
▶
2 9x Labor Added Mar 6, 9:14 PM
9x Labor Added → Status: Closed
🏁
Status: Closed by Ben Saur
From: Tech On Site
To: Closed
Duration in Previous: 9h 25m
⏳ 4.3 business days
📄
▶
2 Status: Ready to Bill Mar 12, 2:37 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🚨 101.0 business days
🧾
Invoice Created Aug 4, 12:33 PM
Invoice Number: SM-256317

Bottlenecks

Assigned
Duration: 2.0 business days (threshold: 4.0 business hours)
Exceeded by 1.5 business days
Ready for Scheduling
Duration: 4.3 business days (threshold: 1.0 business days)
Exceeded by 3.3 business days
Assigned
Duration: 16.6 business days (threshold: 4.0 business hours)
Exceeded by 16.1 business days
Scheduled
Duration: 9.0 business days (threshold: 2.0 business days)
Exceeded by 7.0 business days
Closed
Duration: 4.0 business days (threshold: 1.0 business days)
Exceeded by 3.0 business days

🔗 Related Artifacts

📞
Case 00559775
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Preventive Maintenance
Branch
ERLA - PROD
Technician
Scott R Roberts
Scheduled
Mar 6, 11:00 AM
Created
Jan 19, 3:27 PM
Invoice #
SM-256317

Work Details (9)

Name Type Status Qty Amount Date
WL-03134572 Labor Open 4.75 $975.00 Mar 6, 9:14 PM
WL-03134573 Travel Open 279 $390.60 Mar 6, 9:14 PM
WL-03134574 Labor Open 0.5 $205.00 Mar 6, 9:14 PM
WL-03134575 Labor Open 0.5 $164.00 Mar 6, 9:14 PM
WL-03134576 Labor Open 0.5 $205.00 Mar 6, 9:14 PM
WL-03134577 Labor Open 0.5 $205.00 Mar 6, 9:14 PM
WL-03134578 Labor Open 0.75 $205.00 Mar 6, 9:14 PM
WL-03134579 Labor Open 4.5 $0.00 Mar 6, 9:14 PM
WL-03134580 Travel Open 279 $0.00 Mar 6, 9:14 PM

Details