Primary Delay14.3 days stuck in "Ready for Scheduling"
⏱️
Total Delay34.3 business days over SLA thresholds
SLA vs Actual Time by Status
Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
1.0d / 0.5d SLA
Ready for Scheduling
14.3d / 1.0d SLA
Assigned
11.0d / 0.5d SLA
Scheduled
10.3d / 2.0d SLA
Tech On Site
0.3d / 1.0d SLA
Closed
2.7d / 1.0d SLA
💬 Activities, Notes & Communications
🔒Internal CSA Notes
3/11 MOwens Sent FU email to Steven Hare to change the schedule date to 3/18 with arrival between 10-11am.
3/4 MOwens Steven replied back that any day during the week of 3/16 works for him. Replied back to schedule the visit for Tues. 3/17 with arrival between 8-9am.
3/4 MOwens Sent email to Steven Hare asking for good dates to schedule the PM service during March
🔧Work Performed
Ferno Washington Inc - Model 59-T EZ-Glide
Serial #: 15N-331929 - Asset ID: 13279154
Ferno Washington Inc - Model 59-T EZ-Glide
Serial #: 15N-340043 - Asset ID: 13279152
Ferno Washington Inc - Model 59-T EZ-Glide
Serial #: 15N-340494 - Asset ID: 13279148
Ferno Washington Inc - Model 59-T EZ-Glide
Serial #: 22N-468438 - Asset ID: 13279151
Ferno Washington Inc - Model 59-T EZ-Glide
Serial #: 15N-340041 - Asset ID: 13279153
Ferno Washington Inc - Model 59-T EZ-Glide
Serial #: 19N-443697 - Asset ID: 13392325
Ferno Washington Inc - Model 59-T EZ-Glide
Serial #: 20N-428414 - Asset ID: 13279147
Ferno Washington Inc - Model 59-T EZ-Glide
Serial #: 15N-340493 - Asset ID: 13279146
Ferno Washington Inc - Model 59-T EZ-Glide
Serial #: 15N-340049 - Asset ID: 13279150
🔍Technician Findings
4 vehicles out for service and/or not available with no good ETA availableInspection Report SentTHANK YOU. - View Inspection Report
Email:Re: Cooper Health System Semi-Annual EMS PM Service
Completed Mar 11, 2026
From: mowens@emsar.com
To: hare-steven@CooperHealth.edu
Steven
I do need to make a change to the schedule date for next week. Changing the date to 3/18 instead of 3/17. Look for Chris to arrive around 11am.
ThanksMelissa OwensAccount Service CoordinatorEast Districtmowens@emsar.comwww.emsar.com803-791-1259
From: Melissa Owens <mowens@emsar.com>Sent: Wednesday, March 4,
📧
Email:Re: Cooper Health System Semi-Annual EMS PM Service
Completed Mar 4, 2026
From: mowens@emsar.com
To: hare-steven@CooperHealth.edu
Scheduling the visit for Chris to come on Tues. 3/17 with arrival by 9am.
ThanksMelissa OwensAccount Service CoordinatorEast Districtmowens@emsar.comwww.emsar.com803-791-1259
From: Hare, Steven <hare-steven@CooperHealth.edu>Sent: Wednesday, March 4, 2026 4:02 PMTo: Melissa Owens <mowens@emsar.com>Subject: RE: Cooper Health
📧
Email:Cooper Health System Semi-Annual EMS PM Service
Completed Mar 4, 2026
From: mowens@emsar.com
To: hare-steven@cooperhealth.edu
Steven
It is time again this month to schedule the 6-month EMS stretcher PM service visit. Do you need a specific day during the week to schedule the visit?
ThanksMelissa OwensAccount Service CoordinatorEast Districtmowens@emsar.comwww.emsar.com803-791-1259
📅
WO-01340264 - Preventive Maintenance - DD: 03/31/2026 - Camden - The Cooper Health System
Mar 18, 2026 11:00am – 6:00pm
Work Order: WO-01340264
Account: THE COOPER HEALTH SYSTEM
Customer Case Number:
Location: The Cooper Health System
Address: 1000 S 10th St, Camden, NJ 08103
Manufacturer:
Model #:
Serial #:
Contact Name: Steven Hare
Contact Phone: 8567574800
Contact Email: hare-steven@cooperhealth.edu
Due Date:
Timeline
📞
Case Linked Jan 28, 12:01 AM
Case Number:00562679
Subject:eBiotrack - Automated New Inspection Created
Status:Closed
📋
Work Order Created Jan 28, 8:36 AM
Work Order:WO-01340264
Type:Preventive Maintenance
Priority:PSM
📅
Status: Ready for Scheduling by Leona CoonrodJan 28, 4:44 PM
From:Entered
To:Ready for Scheduling
Duration in Previous:8h 8m
🚨14.9 business days
👷
▶
2
Technician Assigned Feb 18, 9:29 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From:Ready for Scheduling
To:Assigned
Duration in Previous:20d 16h
🚨11.0 business days
🗓️
▶
2
Status: Scheduled Mar 4, 4:12 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For:2026-03-17T13:00:00.000+0000
⚠️6.0 business days
📅
Dispatch Scheduled by Melissa OwensMar 11, 10:45 AM
Scheduled For:2026-03-18T15:00:00.000+0000
⚠️6.0 business days
🔧
Status: Tech On Site by Chris GalassoMar 18, 12:15 PM
From:Scheduled
To:Tech On Site
Duration in Previous:13d 19h
⏱️
Labor Added Mar 18, 1:49 PM
Type:Labor
Status:Open
Qty:0.75
⏱️
3x Labor Added Mar 18, 2:12 PM
Type:Labor, Travel
Status:Open
Qty:0.5, 10, 22
⏱️
▶
2
9x Labor Added Mar 18, 2:34 PM
9x Labor Added → Status: Closed
🏁
Status: Closed by Ben Saur
From:Tech On Site
To:Closed
Duration in Previous:2h 20m
⏳3.0 business days
📄
Status: Ready to Bill by Diane PattonMar 20, 9:37 AM
From:Closed, Ready to Bill, Invoice Pending
To:Ready to Bill, Invoice Pending, Invoiced
Duration in Previous:1d 19h, 0m
🚨95.0 business days
🧾
Invoice Created Aug 4, 12:33 PM
Invoice Number:SM-257110
Bottlenecks
Entered
Duration: 1.0 business days (threshold: 4.0 business hours)
Exceeded by 4.0 business hours
Ready for Scheduling
Duration: 14.3 business days (threshold: 1.0 business days)
Exceeded by 13.3 business days
Assigned
Duration: 11.0 business days (threshold: 4.0 business hours)
Exceeded by 10.5 business days
Scheduled
Duration: 10.3 business days (threshold: 2.0 business days)
Exceeded by 8.3 business days
Closed
Duration: 2.7 business days (threshold: 1.0 business days)