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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01339687 ↗ ServiceMax

ROBERT WOOD JOHNSON BARNABAS HEALTH • Repair • P7

📍 RWJH Station #76 — 271 Lakehurst Rd, Toms River NJ, 08755

Jan 26, 2026 → Jul 8, 2026

✅ Completed
P7
SLA Clock
7 business days from creation · Target: Feb 4, 2026
✗ SLA Missed (98 biz days late)
Active: 105 biz days
Paused: 8 biz days
Budget: 7 biz days
🕐 Clock stopped: Canceled (Jul 8, 2026)
🏭 Customer Supplied Parts (2)
SLA Target
▶ Clock Running
Status: Created
Jan 26 → Jan 26, 2026
0 business days (counted)
Running total: 0 of 7 biz days used
▶ Clock Running
Status: L2 Screening
Jan 26 → Jan 26, 2026
0 business days (counted)
Running total: 0 of 7 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Jan 26 → Jan 27, 2026
1 business day (not counted)
▶ Clock Running
Status: Ready for Scheduling
Jan 27 → Jan 28, 2026
1 business day (counted)
Running total: 1 of 7 biz days used
▶ Clock Running
Status: Assigned
Jan 28 → Jan 28, 2026
0 business days (counted)
Running total: 1 of 7 biz days used
5d
▶ Clock Running
Status: Scheduled
Jan 28 → Feb 4, 2026
5 business days (counted)
Running total: 6 of 7 biz days used
▶ Clock Running
Status: Reschedule
Feb 4 → Feb 4, 2026
0 business days (counted)
Running total: 6 of 7 biz days used
7d
▶ Clock Running
Status: Scheduled
Feb 4 → Feb 14, 2026
7 business days (counted)
Running total: 13 of 7 biz days used
▶ Clock Running
Status: Incomplete
Feb 14 → Feb 16, 2026
0 business days (counted)
Running total: 13 of 7 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Feb 16 → Feb 16, 2026
0 business days (not counted)
▶ Clock Running
Status: Reschedule
Feb 16 → Feb 17, 2026
1 business day (counted)
Running total: 14 of 7 biz days used
▶ Clock Running
Status: Scheduled
Feb 17 → Feb 20, 2026
3 business days (counted)
Running total: 17 of 7 biz days used
4d
▶ Clock Running
Status: Incomplete
Feb 20 → Feb 26, 2026
4 business days (counted)
Running total: 21 of 7 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Feb 26 → Feb 27, 2026
1 business day (not counted)
▶ Clock Running
Status: Ready for Scheduling
Feb 27 → Feb 27, 2026
0 business days (counted)
Running total: 21 of 7 biz days used
▶ Clock Running
Status: Assigned
Feb 27 → Feb 28, 2026
0 business days (counted)
Running total: 21 of 7 biz days used
⏸6d
⏸ Clock Paused
Status: Awaiting Parts
Feb 28 → Mar 9, 2026
6 business days (not counted)
▶ Clock Running
Status: Reschedule
Mar 9 → Mar 10, 2026
1 business day (counted)
Running total: 22 of 7 biz days used
▶ Clock Running
Status: Scheduled
Mar 10 → Mar 14, 2026
3 business days (counted)
Running total: 25 of 7 biz days used
▶ Clock Running
Status: Incomplete
Mar 14 → Mar 18, 2026
3 business days (counted)
Running total: 28 of 7 biz days used
9d
▶ Clock Running
Status: Scheduled
Mar 18 → Mar 31, 2026
9 business days (counted)
Running total: 37 of 7 biz days used
▶ Clock Running
Status: Reschedule
Mar 31 → Apr 3, 2026
3 business days (counted)
Running total: 40 of 7 biz days used
▶ Clock Running
Status: Entered
Apr 3 → Apr 3, 2026
0 business days (counted)
Running total: 40 of 7 biz days used
Created: Jan 26, 2026 Canceled: Jul 8, 2026
Business Days Used 105 / 7
0 7d budget +98d over
Show SLA Clock Detail (23 periods)
Period Status Clock Biz Days Running Total
Jan 26 → Jan 26 Created ▶ Running 0 0 / 7
Jan 26 → Jan 26 L2 Screening ▶ Running 0 0 / 7
Jan 26 → Jan 27 Awaiting Parts ⏸ Paused 1 —
Jan 27 → Jan 28 Ready for Scheduling ▶ Running 1 1 / 7
Jan 28 → Jan 28 Assigned ▶ Running 0 1 / 7
Jan 28 → Feb 4 Scheduled ▶ Running 5 6 / 7
Feb 4 → Feb 4 Reschedule ▶ Running 0 6 / 7
Feb 4 → Feb 14 Scheduled ▶ Running 7 13 / 7
Feb 14 → Feb 16 Incomplete ▶ Running 0 13 / 7
Feb 16 → Feb 16 Awaiting Parts ⏸ Paused 0 —
Feb 16 → Feb 17 Reschedule ▶ Running 1 14 / 7
Feb 17 → Feb 20 Scheduled ▶ Running 3 17 / 7
Feb 20 → Feb 26 Incomplete ▶ Running 4 21 / 7
Feb 26 → Feb 27 Awaiting Parts ⏸ Paused 1 —
Feb 27 → Feb 27 Ready for Scheduling ▶ Running 0 21 / 7
Feb 27 → Feb 28 Assigned ▶ Running 0 21 / 7
Feb 28 → Mar 9 Awaiting Parts ⏸ Paused 6 —
Mar 9 → Mar 10 Reschedule ▶ Running 1 22 / 7
Mar 10 → Mar 14 Scheduled ▶ Running 3 25 / 7
Mar 14 → Mar 18 Incomplete ▶ Running 3 28 / 7
Mar 18 → Mar 31 Scheduled ▶ Running 9 37 / 7
Mar 31 → Apr 3 Reschedule ▶ Running 3 40 / 7
Apr 3 → Apr 3 Entered ▶ Running 0 40 / 7
Dispatch 0.4d
Material Management 9.2d
Coordinators 40.8d
Incomplete 8.0d (excluded)
✗ SLA Missed
Dispatch
0.4 days
Material Management
9.2 days
Over SLA
Coordinators
40.8 days
Over SLA
Incomplete (excluded from total)
8.0 days
Created: Jan 26, 2026 Due: Mar 16, 2026 Completed: Jul 8, 2026 (113 days late)
📅
114.0 days Total Age
⏱️
10.0d in Scheduled Longest Stage
🔄
22 transitions Status Changes
⚠️
27.6d over Total Delay
📦
5 orders, 0 quotes Parts & Quotes
📝
20 lines Work Details
🚩
3 visits On-Site Trips
🚩
3 On-Site Visits (4 reschedules)
3 on-site visits — why were multiple trips needed?
Visit 1 Feb 3, 2026
Visit 2 Feb 13, 2026
Visit 3 Mar 13, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00561755
L2 review - EMS * no quote needed per SMC
Closed
Stretcher not working. They explained the battery was replaced with full green bars. No issue prior to changing battery (142308). SN 1905003500796 Please create w/o for tech to evaluate/possibly repair cot. Tech should have on hand, 1 battery terminal, 6500-102-216
Priority
Standard
Origin
Email
Reason
New Case
Contact
Dexter Britton
Owner
Sherry Reich
Created
Jan 23, 2026
Work Orders from this Case (1)
WO-01339687 (current) Canceled
Repair
Created: Jan 26, 2026
Behind Schedule - Needs Attention
Canceled • 202 days old
🚨
Primary Delay 10.0 days stuck in "Scheduled"
⏱️
Total Delay 27.6 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.1d / 0.5d SLA
L2 Screening
0.3d / 1.0d SLA
Awaiting Parts
9.2d / 3.0d SLA
Ready for Scheduling
1.9d / 1.0d SLA
Scheduled
32.0d / 2.0d SLA
Reschedule
6.0d / 2.0d SLA
Incomplete
8.0d
Assigned
1.0d / 0.5d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

4/3 KSmith -- WO can be cancelled as unit cannot be located. FSEs have searched for 2 months for the unit while doing PMs at this account and it cannot be located. Dexter will reach out if the unit is located to have another WO created if needed.

4/1 KSmith -- Dexter is reaching out to the various regions to try and locate this unit.

3/31 KSmith -- Unit was never located during RWJ PMs. Awaiting response from Dexter if unit has been found. If not found by Friday WO will be closed. A new WO will be requested when/if the unit is found


3/18 KSmith -- Teams message to Shawn the needs follow up section isn't marked so this WO is just sitting.

3/10/26 RBerry- Updated due date based on parts. Removed delay code.


3/10 KSmith -- Scheduled for Friday while FSE is onsite for PMs

2/28/26 RBerry- Placed WO back into awaiting parts based on notes from MM: 02/27/2026 ATharp - Partnered with tech training to determine if we had any of the new style of this part in stock and we do not, so making purchase for the correct part from Stryker. Keeping IT with PO.


02/27/2026 ATharp - Partnered with tech training to determine if we had any of the new style of this part in stock and we do not, so making purchase for the correct part from Stryker. Keeping IT with PO.

02/27/2026 MBARRETT- IT PRINTED SENT TO MAIN FOR PICKING

2/26 KWeiss, Created another RMA for the second incorrect part to be returned and reordered the battery terminal.

2/16 KWeiss, Created RMA request and reordered part.

2/13 KWeiss, Chatter sent to tech asking for a picture of the battery terminal he was sent. P/N 6500-102-216 should be the newest style/version.

2/4 KSmith -- Per Dexter, they will keep searching for this unit while they are doing PMs all month at RWJ

2/4 SRogers: Updating to reschedule - per tech notes: "The unit was not found, nobody knows which truck it was in."


1/28 KSmith -- Scheduled for 2/3 with Dexter. FSE is already scheduled to be working at RWJ next week for PMs

🔧 Work Performed
The unit was not found, nobody knows which truck it was in. 2/13/26 Callen - The unit was found in truck 222. Attempt to remove and replaced battery terminal cable assembly, found that it is an old style battery terminal cable was sent, and cannot be connected. I am requesting a new style battery terminal cable assembly, for a return trip to complete the repair. All parts remove from the unit were put back together as the unit still works. The unit was now left in truck 234 because truck 222 went out on service. 3/13/26 - Went to Toms River, truck 234 was not there. Spoke with supervisor Mike who stated that the truck is out of service, in a shop and we will have to reschedule.
🔍 Technician Findings
Unit not found 2/13/26 Callen - Unit found in truck 222 Cracked battery terminal cable assembly 3/13/26 - CAllen - Unit not found
⚠️ Problem Description
Stretcher not working. They explained the battery was replaced with full green bars. No issue prior to changing battery (142308). SN 1905003500796 Please create w/o for tech to evaluate/possibly repair cot. Tech should have on hand, 1 battery terminal, 6500-102-216 https://www.ebiotrack.com/workorder.php?wo=71132
📄 Description
Stryker 6506 Power-PRO XT Power Cot

Timeline

📞
Case Linked Jan 23, 1:53 PM
Case Number: 00561755
Subject: L2 review - EMS * no quote needed per SMC
Status: Closed
⏳ 2.0 business days
📋
▶
2 Work Order Created Jan 26, 8:19 AM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Sherry Reich
From: Entered
To: L2 Screening
Duration in Previous: 0m
📦
▶
2 Parts Requested Jan 26, 11:02 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Keith Weiss
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 2h 42m
⏳ 2.0 business days
📅
Status: Ready for Scheduling by Melissa Barrett Jan 27, 2:00 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 1d 2h
👷
▶
3 Technician Assigned Jan 28, 10:57 AM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 20h 56m, 0m
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-02-03T14:00:00.000+0000
🔩
2x Parts Added Jan 28, 2:20 PM
Type: Parts, Expenses
Status: Open
Qty: 1
⚠️ 5.0 business days
⏱️
▶
2 2x Labor Added Feb 3, 5:44 PM
2x Labor Added → Travel Added
🚗
Travel Added
Type: Travel
Status: Open
Qty: 70
🔄
Status: Reschedule by Shawn Rogers Feb 4, 8:08 AM
From: Scheduled
To: Reschedule
Duration in Previous: 6d 21h
🗓️
▶
2 Status: Scheduled Feb 4, 8:25 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-02-13T14:00:00.000+0000
⚠️ 8.0 business days
🚗
▶
2 6x Travel Added Feb 13, 8:13 PM
6x Travel Added → Status: Incomplete
⚠️
Status: Incomplete by Curtis Allen
From: Scheduled
To: Incomplete
Duration in Previous: 9d 11h
⏳ 0.5 business days
📦
▶
3 Parts Requested Feb 16, 1:16 PM
Parts Requested → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00090443
Status: Closed
📦
Status: Awaiting Parts by Keith Weiss
From: Incomplete
To: Awaiting Parts
Duration in Previous: 2d 17h
🔩
▶
2 2x Parts Added Feb 16, 3:23 PM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Melissa Barrett
From: Awaiting Parts
To: Reschedule
Duration in Previous: 2h 5m
🗓️
▶
2 Status: Scheduled Feb 17, 8:33 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-02-20T20:00:00.000+0000
⏳ 4.0 business days
⚠️
Status: Incomplete by Shawn Rogers Feb 20, 9:18 AM
From: Scheduled
To: Incomplete
Duration in Previous: 3d 0h
⚠️ 5.0 business days
📦
▶
2 Parts Requested Feb 26, 5:29 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Keith Weiss
From: Incomplete
To: Awaiting Parts
Duration in Previous: 6d 8h
📦
Parts Requested Feb 26, 5:37 PM
Order: 00091182
Status: Closed
📅
Status: Ready for Scheduling by Audrey Tharp Feb 27, 9:03 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 15h 34m
👷
▶
2 Technician Assigned Feb 27, 10:54 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1h 50m
📦
Status: Awaiting Parts by Rhea Berry Feb 28, 10:27 AM
From: Assigned
To: Awaiting Parts
Duration in Previous: 23h 32m
⚠️ 6.0 business days
🔩
▶
2 2x Parts Added Mar 9, 4:25 PM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Sean Weaver
From: Awaiting Parts
To: Reschedule
Duration in Previous: 9d 4h
🗓️
▶
2 Status: Scheduled Mar 10, 8:20 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-03-13T20:00:00.000+0000
⏳ 4.0 business days
⏱️
5x Labor Added Mar 13, 8:35 PM
Type: Labor, Travel
Status: Open
Qty: 1, 0.25, 1.75, 67, 70
⚠️
Status: Incomplete by Curtis Allen Mar 13, 8:49 PM
From: Scheduled
To: Incomplete
Duration in Previous: 3d 12h
⏳ 3.4 business days
🗓️
▶
2 Status: Scheduled Mar 18, 8:48 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-03-19T17:00:00.000+0000
📅
Dispatch Scheduled by Kourtney Smith Mar 18, 9:28 AM
Scheduled For: 2026-03-20T17:00:00.000+0000
⏳ 3.0 business days
📅
Dispatch Scheduled by Kourtney Smith Mar 20, 3:54 PM
Scheduled For: 2026-03-25T17:00:00.000+0000
⏳ 2.0 business days
📅
Dispatch Scheduled by Kourtney Smith Mar 23, 11:01 AM
Scheduled For: 2026-03-27T16:00:00.000+0000
⚠️ 5.0 business days
📅
Dispatch Scheduled by Kourtney Smith Mar 27, 4:09 PM
Scheduled For: 2026-04-01T16:00:00.000+0000
⏳ 2.0 business days
📅
Dispatch Scheduled by Kourtney Smith Mar 30, 8:14 AM
Scheduled For: 2026-04-02T16:00:00.000+0000
⏳ 2.0 business days
📅
Dispatch Scheduled by Kourtney Smith Mar 31, 8:37 AM
Scheduled For: 2026-04-01T16:00:00.000+0000
🔄
Status: Reschedule by Kourtney Smith Mar 31, 4:12 PM
From: Scheduled
To: Reschedule
Duration in Previous: 13d 7h
⏳ 4.0 business days
🆕
Status: Entered by Kourtney Smith Apr 3, 8:32 AM
From: Reschedule
To: Entered
Duration in Previous: 2d 16h
🚫
Status: Canceled by Sherry Reich Apr 3, 9:03 AM
From: Entered
To: Canceled
Duration in Previous: 31m

Bottlenecks

Ready for Scheduling
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 5.0 business hours
Scheduled
Duration: 6.0 business days (threshold: 2.0 business days)
Exceeded by 4.0 business days
Scheduled
Duration: 8.0 business days (threshold: 2.0 business days)
Exceeded by 6.0 business days
Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Assigned
Duration: 1.0 business days (threshold: 4.0 business hours)
Exceeded by 4.0 business hours
Awaiting Parts
Duration: 6.0 business days (threshold: 3.0 business days)
Exceeded by 3.0 business days
Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Scheduled
Duration: 10.0 business days (threshold: 2.0 business days)
Exceeded by 8.0 business days
Reschedule
Duration: 3.5 business days (threshold: 2.0 business days)
Exceeded by 1.5 business days

🔗 Related Artifacts

📞
Case 00561755
Closed
📦
Parts Order 00089052
Closed
📦
Parts Order 00090441
Closed
📦
Parts Order 00090443
Closed
📦
Parts Order 00091181
Closed
📦
Parts Order 00091182
Closed

ℹ️ Work Order Details

Status
Canceled
Priority
P7
Type
Repair
Branch
ERLA - PROD
Technician
Unassigned
Scheduled
N/A
Created
Jan 26, 8:19 AM
Invoice #
N/A

Work Details (20)

Name Type Status Qty Amount Date
WL-03081794 Parts Open 1 $110.40 Jan 28, 2:20 PM
WL-03081795 Expenses Open 1 $0.00 Jan 28, 2:20 PM
WL-03089989 Labor Open 1.75 $0.00 Feb 3, 5:44 PM
WL-03089990 Labor Open 0.5 $0.00 Feb 3, 5:44 PM
WL-03089993 Travel Open 70 $0.00 Feb 3, 5:46 PM
WL-03105940 Travel Open 70 $0.00 Feb 13, 8:13 PM
WL-03105941 Travel Open 70 $0.00 Feb 13, 8:13 PM
WL-03105936 Labor Open 1.5 $0.00 Feb 13, 8:13 PM
WL-03105937 Labor Open 0.5 $0.00 Feb 13, 8:13 PM
WL-03105938 Labor Open 1.5 $0.00 Feb 13, 8:13 PM
WL-03105939 Labor Open 1.75 $0.00 Feb 13, 8:13 PM
WL-03107440 Parts Open 1 $110.40 Feb 16, 3:23 PM
WL-03107441 Expenses Open 1 $0.00 Feb 16, 3:23 PM
WL-03136263 Parts Open 1 $110.40 Mar 9, 4:25 PM
WL-03136264 Expenses Open 1 $0.00 Mar 9, 4:25 PM
WL-03144326 Labor Open 1 $0.00 Mar 13, 8:35 PM
WL-03144327 Labor Open 0.25 $0.00 Mar 13, 8:35 PM
WL-03144328 Labor Open 1.75 $0.00 Mar 13, 8:35 PM
WL-03144329 Travel Open 67 $0.00 Mar 13, 8:35 PM
WL-03144330 Travel Open 70 $0.00 Mar 13, 8:35 PM

Details