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WO-01339033 ↗ ServiceMax

NEW BEDFORD EMS • Preventive Maintenance • PSM

📍 New Bedford EMS — 181 Hillman Street Bld #4, New Bedford MA, 02740

Jan 21, 2026 → Feb 5, 2026

✅ Completed
PSM
SLA Clock
Last business day of January 2026 · Target: Jan 30, 2026
✗ SLA Missed (3 biz days late)
Active: 11 biz days
🕐 Clock stopped: Invoiced (Feb 5, 2026)
▶ Clock Running
Status: Created
Jan 21 → Jan 21, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 21 → Jan 21, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Jan 21 → Jan 21, 2026
0 business days (counted)
Running total: 0 of ? biz days used
11d
▶ Clock Running
Status: Scheduled
Jan 21 → Feb 5, 2026
11 business days (counted)
Running total: 11 of ? biz days used
Created: Jan 21, 2026 Invoiced: Feb 5, 2026
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Jan 21 → Jan 21 Created ▶ Running 0 0
Jan 21 → Jan 21 Ready for Scheduling ▶ Running 0 0
Jan 21 → Jan 21 Assigned ▶ Running 0 0
Jan 21 → Feb 5 Scheduled ▶ Running 11 11
Dispatch 0.0d
Coordinators 11.5d
Field Work 1.2d
Billing 37.3d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
11.5 days
Over SLA
Field Work
1.2 days
Over SLA
Billing
37.3 days
Over SLA
Created: Jan 21, 2026 Due: Feb 27, 2026 Completed: Feb 5, 2026 (22 days early)
📅
11.5 days Total Age
⏱️
25.1d in Billing Review Longest Stage
🔄
10 transitions Status Changes
⚠️
45.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
43 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00560770
 NEW BEDFORD EMS
Closed
Q-00032130 Inspection: PM https://www.ebiotrack.com/inspection.php?iid=32593 Description: 10 scoops and 10 stairchairs need pm's. Serial numbers unknown at this time. Tech will provide Account: NEW BEDFORD EMS Location: New Bedford EMS Address: 181 Hillman Street Bld #4, New Bedford, MA 02740 Manufacturer: Ferno Model #: 65 and 40 Serial #: unknown - tech will provide Contact Name: Mike Thomas Contact Phone: 508-736-1860 Contact Email: michael.thomas@newbedford-ma.gov
Priority
Standard
Origin
Email
Reason
New Case
Contact
Mike Thomas
Owner
Jessica Sells
Created
Jan 21, 2026
Work Orders from this Case (1)
WO-01339033 (current) Invoiced
Preventive Maintenance • Paul Bonang Jr
Created: Jan 21, 2026 • Closed: Feb 5, 2026
Completed with significant delays
Invoiced • 204 days old
🚨
Primary Delay 25.1 days stuck in "Billing Review"
⏱️
Total Delay 45.0 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
Ready for Scheduling
0.0d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
11.5d / 2.0d SLA
Tech On Site
1.2d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
12.2d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA
Billing Review
25.1d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

3/9/26 DPatton - Request to delete SM-255017 due to billing error. WO has repair parts on a PM WO

2/26/26 DPatton -Repair parts on PM WO. Generated invoice SM-255017 request to delete.

1/21 KSmith -- Scheduled for 2/5 with Mike. 9-11am

1/21 KSmith -- Sent email to schedule for 2/5

🔧 Work Performed
Ferno Washington Inc - Model 40 (Series) Serial #: 12N-243896 - Asset ID: 13397679 Ferno Washington Inc - Model 40 (Series) Serial #: 12N-243897 - Asset ID: 13397683 Ferno Washington Inc - Model 59-T EZ-Glide Serial #: 17N-376609 - Asset ID: 13397681 Stryker Medical - 6252 Stair-Pro Serial #: 050240295 - Asset ID: 13397677 Ferno Washington Inc - Model 40 (Series) Serial #: 18N-396634 - Asset ID: 13397680 Ferno Washington Inc - Model 40 (Series) Serial #: 18N-396845 - Asset ID: 13397684 Ferno Washington Inc - Model 65 Scoop EXL Serial #: 086660 - Asset ID: 13397691 Ferno Washington Inc - Model 65 Scoop EXL Serial #: 086659 - Asset ID: 13397682 Ferno Washington Inc - Model 65 Scoop EXL Serial #: 026322 - Asset ID: 13397678 Ferno Washington Inc - Model 40 (Series) Serial #: 11N-198283 - Asset ID: 13397692 Stryker Medical - 6252 Stair-Pro Serial #: 2201010000481 - Asset ID: 13397685 Ferno Washington Inc - Model 40 (Series) Serial #: 12N-243898 - Asset ID: 13397695 Stryker Medical - 6252 Stair-Pro Serial #: 2112010000410 - Asset ID: 13397701 Stryker Medical - 6252 Stair-Pro Serial #: 2107010000251 - Asset ID: 13397676 Ferno Washington Inc - Model 65 Scoop EXL Serial #: 086897 - Asset ID: 13397686 Ferno Washington Inc - Model 40 (Series) Serial #: 18N-396845 - Asset ID: 13397687 Stryker Medical - 6252 Stair-Pro Serial #: 2412010000051 - Asset ID: 13397688 Ferno Washington Inc - Model 65 Scoop EXL Serial #: 127945 - Asset ID: 13397689 Stryker Medical - 6252 Stair-Pro Serial #: 2304010000063 - Asset ID: 13397690 Ferno Washington Inc - Model 65 Scoop EXL Serial #: 002015 - Asset ID: 13397693 Ferno Washington Inc - Model 65 Scoop EXL Serial #: 002805 - Asset ID: 13397694 Ferno Washington Inc - Model 65 Scoop EXL Serial #: 101505 - Asset ID: 13397696 Stryker Medical - 6252 Stair-Pro Serial #: 2412020000052 - Asset ID: 13397697 Stryker Medical - 6252 Stair-Pro Serial #: 2402010000166 - Asset ID: 13397698 Ferno Washington Inc - Model 40 (Series) Serial #: 19N-335977 - Asset ID: 13397699 Stryker Medical - 6252 Stair-Pro Serial #: 2410010000228 - Asset ID: 13397700
⚠️ Problem Description
Q-00032130 Inspection: PM https://www.ebiotrack.com/inspection.php?iid=32593 Description: 10 scoops and 10 stairchairs need pm's. Serial numbers unknown at this time. Tech will provide Account: NEW BEDFORD EMS Location: New Bedford EMS Address: 181 Hillman Street Bld #4, New Bedford, MA 02740 Manufacturer: Ferno Model #: 65 and 40 Serial #: unknown - tech will provide Contact Name: Mike Thomas Contact Phone: 508-736-1860 Contact Email: michael.thomas@newbedford-ma.gov

Timeline

📞
Case Linked Jan 21, 7:44 AM
Case Number: 00560770
Subject:  NEW BEDFORD EMS
Status: Closed
📋
▶
2 Work Order Created Jan 21, 2:49 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 1m
👷
▶
2 Status: Assigned Jan 21, 3:08 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Kourtney Smith
Technician: Paul Bonang Jr
🗓️
▶
2 Status: Scheduled Jan 21, 3:13 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-02-05T14:00:00.000+0000
🚨 12.0 business days
🔧
Status: Tech On Site by Paul Bonang Feb 5, 9:44 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 14d 18h
⏱️
▶
2 43x Labor Added Feb 5, 8:57 PM
43x Labor Added → Status: Closed
🏁
Status: Closed by Ben Saur
From: Tech On Site
To: Closed
Duration in Previous: 11h 15m
⏳ 2.4 business days
📄
Status: Ready to Bill by Diane Patton Feb 9, 5:05 PM
From: Closed
To: Ready to Bill
Duration in Previous: 3d 20h
🚨 12.9 business days
📨
▶
2 Status: Invoice Pending Feb 26, 6:27 PM
Status: Invoice Pending → Status: Billing Review
💵
Status: Billing Review by Diane Patton
From: Invoice Pending
To: Billing Review
Duration in Previous: 2m
🚨 25.7 business days
📄
▶
2 Status: Ready to Bill Apr 2, 5:38 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🚨 85.8 business days
🧾
Invoice Created Aug 4, 12:33 PM
Invoice Number: SM-258234

Bottlenecks

Scheduled
Duration: 11.5 business days (threshold: 2.0 business days)
Exceeded by 9.5 business days
Tech On Site
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 2.0 business hours
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 12.2 business days (threshold: 1.0 business days)
Exceeded by 11.2 business days
Billing Review
Duration: 25.1 business days (threshold: 2.0 business days)
Exceeded by 23.1 business days

🔗 Related Artifacts

📞
Case 00560770
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Preventive Maintenance
Branch
ERLA - PROD
Technician
Paul Bonang Jr
Scheduled
Feb 5, 9:00 AM
Created
Jan 21, 2:49 PM
Invoice #
SM-258234

Work Details (43)

Name Type Status Qty Amount Date
WL-03094262 Labor Open 0.25 $82.00 Feb 5, 8:57 PM
WL-03094263 Labor Open 0.5 $82.00 Feb 5, 8:57 PM
WL-03094264 Labor Open 0.25 $82.00 Feb 5, 8:57 PM
WL-03094265 Labor Open 0.5 $82.00 Feb 5, 8:57 PM
WL-03094266 Labor Open 0.5 $82.00 Feb 5, 8:57 PM
WL-03094267 Labor Open 0.25 $82.00 Feb 5, 8:57 PM
WL-03094268 Labor Open 0.25 $50.00 Feb 5, 8:57 PM
WL-03094269 Labor Open 0.25 $50.00 Feb 5, 8:57 PM
WL-03094270 Labor Open 0.25 $50.00 Feb 5, 8:57 PM
WL-03094271 Labor Open 0.25 $82.00 Feb 5, 8:57 PM
WL-03094272 Labor Open 0.5 $82.00 Feb 5, 8:57 PM
WL-03094273 Labor Open 0.25 $82.00 Feb 5, 8:57 PM
WL-03094274 Labor Open 0.5 $82.00 Feb 5, 8:57 PM
WL-03094275 Labor Open 0.25 $50.00 Feb 5, 8:57 PM
WL-03094276 Labor Open 0.25 $82.00 Feb 5, 8:57 PM
WL-03094277 Labor Open 0.25 $82.00 Feb 5, 8:57 PM
WL-03094278 Labor Open 0.25 $50.00 Feb 5, 8:57 PM
WL-03094279 Labor Open 0.25 $82.00 Feb 5, 8:57 PM
WL-03094280 Labor Open 0.25 $50.00 Feb 5, 8:57 PM
WL-03094281 Labor Open 0.25 $50.00 Feb 5, 8:57 PM
WL-03094282 Labor Open 0.25 $50.00 Feb 5, 8:57 PM
WL-03094283 Labor Open 0.25 $82.00 Feb 5, 8:57 PM
WL-03094284 Labor Open 0.25 $82.00 Feb 5, 8:57 PM
WL-03094285 Labor Open 0.25 $82.00 Feb 5, 8:57 PM
WL-03094286 Labor Open 0.5 $82.00 Feb 5, 8:57 PM
WL-03094287 Labor Open 1 $130.00 Feb 5, 8:57 PM
WL-03094288 Travel Open 43 $61.32 Feb 5, 8:57 PM
WL-03094289 Labor Open 0.75 $97.50 Feb 5, 8:57 PM
WL-03094290 Travel Open 41 $0.00 Feb 5, 8:57 PM
WL-03094291 Parts Open 2 $80.00 Feb 5, 8:58 PM
WL-03094292 Parts Open 2 $132.30 Feb 5, 8:58 PM
WL-03094293 Parts Open 1 $45.90 Feb 5, 8:58 PM
WL-03094294 Parts Open 1 $10.00 Feb 5, 8:58 PM
WL-03094295 Parts Open 2 $66.00 Feb 5, 8:58 PM
WL-03094296 Parts Open 2 $74.00 Feb 5, 8:58 PM
WL-03094297 Parts Open 1 $166.05 Feb 5, 8:58 PM
WL-03094298 Parts Open 1 $10.00 Feb 5, 8:58 PM
WL-03094299 Parts Open 1 $166.05 Feb 5, 8:58 PM
WL-03094300 Parts Open 1 $10.00 Feb 5, 8:58 PM
WL-03094301 Parts Open 1 $40.50 Feb 5, 8:58 PM
WL-03094302 Parts Open 1 $40.00 Feb 5, 8:58 PM
WL-03094303 Parts Open 1 $166.05 Feb 5, 8:58 PM
WL-03094304 Parts Open 1 $10.00 Feb 5, 8:58 PM

Details