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WO-01339995 ↗ ServiceMax

SINAI HOSPITAL • Repair • P7

📍 SINAI HOSPITAL - W. Belvedere Ave. — 2401 West Belvedere Ave., Baltimore MD, 21215

Jan 27, 2026 → Mar 13, 2026

✅ Completed
P7
SLA Clock
7 business days from creation · Target: Feb 5, 2026
✗ SLA Missed (19 biz days late)
Active: 26 biz days
Paused: 6 biz days
Budget: 7 biz days
🕐 Clock stopped: Completed (Mar 13, 2026)
SLA Target
▶ Clock Running
Status: Created
Jan 27 → Jan 27, 2026
0 business days (counted)
Running total: 0 of 7 biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 27 → Jan 27, 2026
0 business days (counted)
Running total: 0 of 7 biz days used
▶ Clock Running
Status: Assigned
Jan 27 → Jan 28, 2026
1 business day (counted)
Running total: 1 of 7 biz days used
4d
▶ Clock Running
Status: Scheduled
Jan 28 → Feb 3, 2026
4 business days (counted)
Running total: 5 of 7 biz days used
▶ Clock Running
Status: Tech On Site
Feb 3 → Feb 4, 2026
1 business day (counted)
Running total: 6 of 7 biz days used
▶ Clock Running
Status: Completed
Feb 4 → Feb 4, 2026
0 business days (counted)
Running total: 6 of 7 biz days used
11d
▶ Clock Running
Status: Incomplete
Feb 4 → Feb 20, 2026
11 business days (counted)
Running total: 17 of 7 biz days used
▶ Clock Running
Status: L2 Screening
Feb 20 → Feb 20, 2026
0 business days (counted)
Running total: 17 of 7 biz days used
⏸6d
⏸ Clock Paused
Status: Awaiting Parts
Feb 20 → Mar 2, 2026
6 business days (not counted)
▶ Clock Running
Status: Reschedule
Mar 2 → Mar 2, 2026
0 business days (counted)
Running total: 17 of 7 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Mar 2 → Mar 2, 2026
0 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Mar 2 → Mar 3, 2026
1 business day (counted)
Running total: 18 of 7 biz days used
4d
▶ Clock Running
Status: Assigned
Mar 3 → Mar 9, 2026
4 business days (counted)
Running total: 22 of 7 biz days used
4d
▶ Clock Running
Status: Scheduled
Mar 9 → Mar 13, 2026
4 business days (counted)
Running total: 26 of 7 biz days used
Created: Jan 27, 2026 Completed: Mar 13, 2026
Business Days Used 26 / 7
0 7d budget +19d over
Show SLA Clock Detail (14 periods)
Period Status Clock Biz Days Running Total
Jan 27 → Jan 27 Created ▶ Running 0 0 / 7
Jan 27 → Jan 27 Ready for Scheduling ▶ Running 0 0 / 7
Jan 27 → Jan 28 Assigned ▶ Running 1 1 / 7
Jan 28 → Feb 3 Scheduled ▶ Running 4 5 / 7
Feb 3 → Feb 4 Tech On Site ▶ Running 1 6 / 7
Feb 4 → Feb 4 Completed ▶ Running 0 6 / 7
Feb 4 → Feb 20 Incomplete ▶ Running 11 17 / 7
Feb 20 → Feb 20 L2 Screening ▶ Running 0 17 / 7
Feb 20 → Mar 2 Awaiting Parts ⏸ Paused 6
Mar 2 → Mar 2 Reschedule ▶ Running 0 17 / 7
Mar 2 → Mar 2 Awaiting Parts ⏸ Paused 0
Mar 2 → Mar 3 Ready for Scheduling ▶ Running 1 18 / 7
Mar 3 → Mar 9 Assigned ▶ Running 4 22 / 7
Mar 9 → Mar 13 Scheduled ▶ Running 4 26 / 7
Dispatch 0.0d
Material Management 7.0d
Coordinators 18.8d
Field Work 1.3d
Incomplete 12.0d (excluded)
Billing 1.7d
✗ SLA Missed
Dispatch
0.0 days
Material Management
7.0 days
Over SLA
Coordinators
18.8 days
Over SLA
Field Work
1.3 days
Over SLA
Incomplete (excluded from total)
12.0 days
Billing
1.7 days
Created: Jan 27, 2026 Due: Mar 9, 2026 Completed: Mar 13, 2026 (3 days late)
📅
33.0 days Total Age
⏱️
12.0d in Incomplete Longest Stage
🔄
17 transitions Status Changes
⚠️
18.3d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
18 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits (1 reschedule)
2 on-site visits — follow-up trip required
👤 Self-scheduled by Chris Galasso — scheduling delays attributed to technician, not coordinators
Visit 1 Feb 3, 2026
Visit 2 Mar 13, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00562171
Needs quote
Closed
Q-00032204 Please send me a quote for the repair of a brake on our morgue transport stretcher at Sinai Hospital. I have included a photo of the tag. Unfortunately, the model number is somewhat scratched out. I wasn't sure if the serial number was enough to go by. The break is a one-foot pedal brake on each end. Mopec Per Keith Weiss, I believe the model is JA600. Technician to complete evaluation/possible repair. Parts TBD if needed.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Stephanie Krivoniak
Owner
Kimberly Hardison
Created
Jan 26, 2026
Work Orders from this Case (1)
WO-01339995 (current) Invoiced
Repair • Chris Galasso
Created: Jan 27, 2026 • Closed: Mar 13, 2026
Completed with significant delays
Invoiced • 198 days old
🚨
Primary Delay 12.0 days stuck in "Incomplete"
⏱️
Total Delay 18.3 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
2.2d / 1.0d SLA
Assigned
6.5d / 0.5d SLA
Scheduled
10.0d / 2.0d SLA
Tech On Site
1.3d / 1.0d SLA
Incomplete
12.0d
L2 Screening
0.0d / 1.0d SLA
Awaiting Parts
7.0d / 3.0d SLA
Reschedule
0.1d / 2.0d SLA
Closed
3.4d / 1.0d SLA
Billing Correction Needed
1.7d
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

TBA exceeded quote due to additional trip with parts.

3/18/26 DPatton - Parts with no price; emailed MM.

3/9 MOwens Called and spoke to Stephanie Krivoniak. I offered the first available on the tech's calendar of 3/13 in the morning. She said that day will work for her.

3/6 MOwens Called to speak to Stephanie Krivoniak. Left a vm for her to call back to schedule the repair visit during next week.

3/4/26 Rberry- Updated due date based on parts. Removed delay code.



2/20 KWeiss, Quote approved, moving to L2 Screening for parts order.

2/4 KWeiss, Created case and sent to sales for quoting.

1/28 MOwens Stephanie replied back that 2/3 after 1pm works for her.

1/27 MOwens Sent email to Stephanie Krivoniak asking to schedule the visit for after 1pm on next Tues. 2/3

🔧 Work Performed
3.2 EVALUATED UNIT. USED LOCKING PLIERS TO VERIFY BRAKE AND STEER WORKING; NEEDS ONE LEVER AND TWO SPRING (ROLL) PINS 3.13 INSTALLED ONE BRAKE LEVER AND TWO ROLL PINS TO SECURE BOTH LEVERS; TESTED GOOD
🔍 Technician Findings
BRAKE LEVER MISSING ONE SIDE WITH BROKEN PIN IN ROD; LEVER SPINNING ON OTHER SIDE WITH BROKEN PIN IN LEVER
⚠️ Problem Description
Q-00032204 Please send me a quote for the repair of a brake on our morgue transport stretcher at Sinai Hospital. I have included a photo of the tag. Unfortunately, the model number is somewhat scratched out. I wasn't sure if the serial number was enough to go by. The break is a one-foot pedal brake on each end. Mopec Per Keith Weiss, I believe the model is JA600. Technician to complete evaluation/possible repair. Parts TBD if needed.

Timeline

📞
Case Linked Jan 26, 2:12 PM
Case Number: 00562171
Subject: Needs quote
Status: Closed
📋
Work Order Created Jan 27, 9:12 AM
Work Order: WO-01339995
Type: Repair
Priority: P7
📅
Status: Ready for Scheduling by Kimberly Hardison Jan 27, 9:17 AM
From: Entered
To: Ready for Scheduling
Duration in Previous: 5m
👷
2 Technician Assigned Jan 27, 2:58 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 5h 41m
🗓️
2 Status: Scheduled Jan 28, 9:00 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2026-02-03T19:00:00.000+0000
⚠️ 5.0 business days
🔧
Status: Tech On Site by Chris Galasso Feb 3, 1:16 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 6d 4h
⏱️
3x Labor Added Feb 3, 2:50 PM
Type: Labor, Travel
Status: Open
Qty: 1, 1.5, 7
⏱️
2 2x Labor Added Feb 3, 11:39 PM
2x Labor Added → Status: Completed
✔️
Status: Completed by Chris Galasso
From: Tech On Site, Completed
To: Completed, Incomplete
Duration in Previous: 10h 23m, 0m
🚨 12.0 business days
🔍
3 Status: L2 Screening Feb 20, 1:13 PM
Status: L2 Screening → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00090809
Status: Closed
📦
Status: Awaiting Parts by Keith Weiss
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 3m
4.0 business days
📦
Parts Requested Feb 25, 11:23 AM
Order: 00091047
Status: Canceled
4.0 business days
🔩
2 5x Parts Added Mar 2, 11:08 AM
5x Parts Added → Status: Reschedule
🔄
Status: Reschedule by John Rolston
From: Awaiting Parts
To: Reschedule
Duration in Previous: 9d 21h
📦
Status: Awaiting Parts by Keith Fricke Mar 2, 12:16 PM
From: Reschedule
To: Awaiting Parts
Duration in Previous: 1h 7m
📅
Status: Ready for Scheduling by Melissa Barrett Mar 2, 2:54 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 2h 37m
💵
Expenses Added Mar 2, 3:13 PM
Type: Expenses
Status: Open
Qty: 1
👷
2 Technician Assigned Mar 3, 11:19 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 20h 24m
⚠️ 5.0 business days
🗓️
2 Status: Scheduled Mar 9, 10:08 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2026-03-13T14:00:00.000+0000
⚠️ 5.0 business days
⏱️
2 7x Labor Added Mar 13, 5:03 PM
7x Labor Added → Status: Completed
✔️
Status: Completed by Chris Galasso
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 4d 7h, 0m
3.9 business days
💳
Status: Billing Correction Needed by Diane Patton Mar 18, 2:31 PM
From: Closed
To: Billing Correction Needed
Duration in Previous: 4d 21h
🏁
Status: Closed by Diane Patton Mar 19, 9:15 AM
From: Billing Correction Needed
To: Closed
Duration in Previous: 18h 44m
📄
3 Status: Ready to Bill Mar 19, 9:22 AM
Status: Ready to Bill → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🧾
Invoice Created
Invoice Number: SM-256891

Bottlenecks

Assigned
Duration: 1.5 business days (threshold: 4.0 business hours)
Exceeded by 1.0 business days
Scheduled
Duration: 5.0 business days (threshold: 2.0 business days)
Exceeded by 3.0 business days
Tech On Site
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.4 business hours
Awaiting Parts
Duration: 6.7 business days (threshold: 3.0 business days)
Exceeded by 3.7 business days
Ready for Scheduling
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 4.1 business hours
Assigned
Duration: 5.0 business days (threshold: 4.0 business hours)
Exceeded by 4.5 business days
Scheduled
Duration: 5.0 business days (threshold: 2.0 business days)
Exceeded by 3.0 business days
Closed
Duration: 3.4 business days (threshold: 1.0 business days)
Exceeded by 2.4 business days

🔗 Related Artifacts

📞
Case 00562171
Closed
📦
Parts Order 00090809
Closed
📦
Parts Order 00091047
Canceled

ℹ️ Work Order Details

Status
Invoiced
Priority
P7
Type
Repair
Branch
ERLA - PROD
Technician
Chris Galasso
Scheduled
Mar 13, 10:00 AM
Created
Jan 27, 9:12 AM
Invoice #
SM-256891

Work Details (18)

Name Type Status Qty Amount Date
WL-03089621 Labor Open 1 $0.00 Feb 3, 2:50 PM
WL-03089622 Labor Open 1.5 $195.00 Feb 3, 2:50 PM
WL-03089623 Travel Open 7 $0.00 Feb 3, 2:50 PM
WL-03090716 Labor Open 2.5 $500.00 Feb 3, 11:39 PM
WL-03090717 Travel Open 98 $0.00 Feb 3, 11:39 PM
WL-03125981 Parts Open 1 $28.35 Mar 2, 11:08 AM
WL-03125982 Parts Open 1 $4.05 Mar 2, 11:08 AM
WL-03125983 Parts Open 2 $13.46 Mar 2, 11:08 AM
WL-03125984 Parts Open 1 $4.05 Mar 2, 11:08 AM
WL-03125985 Expenses Open 1 $23.77 Mar 2, 11:08 AM
WL-03126501 Expenses Open 1 $0.00 Mar 2, 3:13 PM
WL-03143852 Labor Open 2.5 $0.00 Mar 13, 5:03 PM
WL-03143853 Labor Open 1 $130.00 Mar 13, 5:03 PM
WL-03143854 Labor Open 2.5 $500.00 Mar 13, 5:03 PM
WL-03143855 Travel Open 108 $0.00 Mar 13, 5:03 PM
WL-03143856 Travel Open 108 $0.00 Mar 13, 5:03 PM
WL-03143857 Expenses Open 1 $0.00 Mar 13, 5:03 PM
WL-03143858 Expenses Open 1 $0.00 Mar 13, 5:03 PM

Details