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← WO Overview

WO-01340554 ↗ ServiceMax

ASSIST AMBULANCE • Repair • P7

📍 ASSIST AMBULANCE - Brooklyn — 4420 Farragut Rd., Brooklyn NY, 11203

Jan 29, 2026 → Mar 27, 2026

✅ Completed
P7
SLA Clock
7 business days from creation · Target: Feb 9, 2026
✗ SLA Missed (23 biz days late)
Active: 30 biz days
Paused: 10 biz days
Budget: 7 biz days
🕐 Clock stopped: Completed (Mar 28, 2026)
SLA Target
▶ Clock Running
Status: Created
Jan 29 → Jan 29, 2026
0 business days (counted)
Running total: 0 of 7 biz days used
▶ Clock Running
Status: L2 Screening
Jan 29 → Jan 29, 2026
0 business days (counted)
Running total: 0 of 7 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Jan 29 → Jan 29, 2026
0 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Jan 29 → Jan 29, 2026
0 business days (counted)
Running total: 0 of 7 biz days used
▶ Clock Running
Status: Assigned
Jan 29 → Feb 2, 2026
2 business days (counted)
Running total: 2 of 7 biz days used
▶ Clock Running
Status: Scheduled
Feb 2 → Feb 5, 2026
3 business days (counted)
Running total: 5 of 7 biz days used
6d
▶ Clock Running
Status: Incomplete
Feb 5 → Feb 13, 2026
6 business days (counted)
Running total: 11 of 7 biz days used
▶ Clock Running
Status: L2 Screening
Feb 13 → Feb 13, 2026
0 business days (counted)
Running total: 11 of 7 biz days used
⏸7d
⏸ Clock Paused
Status: Awaiting Parts
Feb 13 → Feb 25, 2026
7 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Feb 25 → Feb 25, 2026
0 business days (counted)
Running total: 11 of 7 biz days used
▶ Clock Running
Status: Assigned
Feb 25 → Feb 26, 2026
1 business day (counted)
Running total: 12 of 7 biz days used
6d
▶ Clock Running
Status: Scheduled
Feb 26 → Mar 7, 2026
6 business days (counted)
Running total: 18 of 7 biz days used
6d
▶ Clock Running
Status: Incomplete
Mar 7 → Mar 16, 2026
6 business days (counted)
Running total: 24 of 7 biz days used
▶ Clock Running
Status: L2 Screening
Mar 16 → Mar 16, 2026
0 business days (counted)
Running total: 24 of 7 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Mar 16 → Mar 19, 2026
3 business days (not counted)
▶ Clock Running
Status: Reschedule
Mar 19 → Mar 23, 2026
2 business days (counted)
Running total: 26 of 7 biz days used
▶ Clock Running
Status: Scheduled
Mar 23 → Mar 28, 2026
4 business days (counted)
Running total: 30 of 7 biz days used
Created: Jan 29, 2026 Completed: Mar 28, 2026
Business Days Used 30 / 7
0 7d budget +23d over
Show SLA Clock Detail (17 periods)
Period Status Clock Biz Days Running Total
Jan 29 → Jan 29 Created ▶ Running 0 0 / 7
Jan 29 → Jan 29 L2 Screening ▶ Running 0 0 / 7
Jan 29 → Jan 29 Awaiting Parts ⏸ Paused 0 —
Jan 29 → Jan 29 Ready for Scheduling ▶ Running 0 0 / 7
Jan 29 → Feb 2 Assigned ▶ Running 2 2 / 7
Feb 2 → Feb 5 Scheduled ▶ Running 3 5 / 7
Feb 5 → Feb 13 Incomplete ▶ Running 6 11 / 7
Feb 13 → Feb 13 L2 Screening ▶ Running 0 11 / 7
Feb 13 → Feb 25 Awaiting Parts ⏸ Paused 7 —
Feb 25 → Feb 25 Ready for Scheduling ▶ Running 0 11 / 7
Feb 25 → Feb 26 Assigned ▶ Running 1 12 / 7
Feb 26 → Mar 7 Scheduled ▶ Running 6 18 / 7
Mar 7 → Mar 16 Incomplete ▶ Running 6 24 / 7
Mar 16 → Mar 16 L2 Screening ▶ Running 0 24 / 7
Mar 16 → Mar 19 Awaiting Parts ⏸ Paused 3 —
Mar 19 → Mar 23 Reschedule ▶ Running 2 26 / 7
Mar 23 → Mar 28 Scheduled ▶ Running 4 30 / 7
Dispatch 0.1d
Material Management 11.8d
Coordinators 21.9d
Incomplete 12.3d (excluded)
Billing 0.0d
✗ SLA Missed
Dispatch
0.1 days
Material Management
11.8 days
Over SLA
Coordinators
21.9 days
Over SLA
Incomplete (excluded from total)
12.3 days
Billing
0.0 days
Created: Jan 29, 2026 Due: Mar 26, 2026 Completed: Mar 28, 2026 (1 days late)
📅
41.0 days Total Age
⏱️
8.0d in Awaiting Parts Longest Stage
🔄
22 transitions Status Changes
⚠️
19.6d over Total Delay
📦
3 orders, 0 quotes Parts & Quotes
📝
27 lines Work Details
🚩
3 visits On-Site Trips
📋
Coordinator Scheduling
🚩
3 On-Site Visits (1 reschedule)
3 on-site visits — why were multiple trips needed?
Visit 1 Feb 4, 2026
Visit 2 Mar 6, 2026
Visit 3 Mar 27, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00562399
L2 review - EMS
Closed
Q-00032207 Cot 10N-155213...on the head part of the cot the rivets are coming out see attached pic Parts needed 1 back panel, 8159407 18 rivets, 3401900
Priority
Standard
Origin
Email
Reason
New Case
Contact
Carlo Gattnig
Owner
Kimberly Hardison
Created
Jan 27, 2026
Work Orders from this Case (1)
WO-01340554 (current) Invoiced
Repair • David Trost
Created: Jan 29, 2026 • Closed: Mar 27, 2026
Completed with significant delays
Invoiced • 196 days old
🚨
Primary Delay 8.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 19.6 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
L2 Screening
0.1d / 1.0d SLA
Awaiting Parts
11.8d / 3.0d SLA
Ready for Scheduling
0.5d / 1.0d SLA
Assigned
3.8d / 0.5d SLA
Scheduled
15.2d / 2.0d SLA
Incomplete
12.3d
Reschedule
2.4d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA
Billing Review
0.0d / 2.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

No travel charge for first two trips due to incorrect parts.

03/27/2026 LHill-rec'd call from Carlo wanting to know where the tech is at. I transferred him to Kourtney.


3/23/2026 Sramen - updated due date based on parts delivery. per note below, FSE is PTO until 3/25 and already filled with repairs on 3/26. Added delay code tech unavail.


3/23 KSmith -- Scheduled for Friday with Carlo. 9-11am

3/20 KSmith -- Sent email to schedule for 3/27. FSE is PTO until 3/25 and booked with repairs on 3/26

03/17/2026 ATharp - Placing purchase to Wilmington and keeping IT with PO.

03/17/2026 KeithC - Pick ticket in warehouse

3/16 KWeiss, Quote approved. Moving w/o to L2 Screening for part order.

3/16 KWeiss, Created case and sent to sales for quoting.

3/16 KSmith -- Teams message to Shawn, the needs follow up box is not checked so WO has been sitting in incomplete since 3/6

2/26/26 RBerry- Updated due date based on parts for WO-01353717. Per special instructions all repairs should be scheduled together and matched due date for WO-01353717.


2/26 KSmith -- Scheduled for 3/6 with Carlo. 9-11am on WO-01353717

2/26 KSmith -- Sent email to Carlo to schedule for 3/6. Final parts are shipping today on WO-01353717

02/24/2026 ATharp - Kit part missing. Placing Ferno PO.

02/24/2026 SWeaver- Final Item Received and inventoried. GP says entire IT in stock. Placing in warehouse to finish picking and ship.

02/19/2026 ATharp - Received 1/2 missing items, stocking in 1MAIN for now and keeping IT with PO.

02/13/2026 ATharp - Making Ferno purchase.

02/13/2026 ATharp - IT printed, putting in warehouse.

2/12 KWeiss, Quote approved, moving w/o to L2 Screening for part order.

2/12 KWeiss, Created case and sent to sales for quoting.

2/11 KSmith -- Teams message to Shawn to check on this one. The needs follow up section isn't checked, so WO is just sitting there

2/2 KSmith -- Scheduled for 2/4 with Carlo. 1-3pm

1/30 KSmith -- Sent email to schedule for 2/3

🔧 Work Performed
2-4 dt 15 minute wait for Carlo During evaluation of the stretcher.. I noticed that the parTs sent were insufficient. Backrest skin received.. what's needed in addition is the backrest frame. Drop frame bumper is missing and the hole is too big to install a new one. Dropped frame needed. Catch bar spring cap is missing two screws.. drop frame release lever missing on the patient right side. XFRAME axle bushings need to be replaced.. will generate additional parts quote.  i retained backrest skin and rivets COT NEEDS NEEDS DROP FRAME ASSEMBLY with catch bar. 1ea, 1525880 2 shoulder bolts, 3903813 2 washers, 3802122 1 FOOT END PLATE kit, 1901591 2ea center axle sleeve 862-0175 3-6 dt Replace drop frame assembly. Replaced both x frame axle bushings. Backrest skin not replaced. Backrest frame was not sent. Will place follow-up order for backrest frame UNIt STILL NEEDS BACKREST FRAME (NOT SENT) 1525176 3-27 dt old roll pins very difficult to remove...Replaced backrest panel. Replaced backrest frame. Completed maintenance and returned unit of service.
🔍 Technician Findings
2-4 dt 15 minute wait for Carlo During evaluation of the stretcher.. I noticed that the parTs sent were insufficient. Backrest skin received.. what's needed in addition is the backrest frame. Drop frame bumper is missing and the hole is too big to install a new one. Dropped frame needed. Catch bar spring cap is missing two screws.. drop frame release lever missing on the patient right side. XFRAME axle bushings need to be replaced.. will generate additional parts quote.  i retained backrest skin and rivets COT NEEDS NEEDS DROP FRAME ASSEMBLY with catch bar. 1ea, 1525880 2 shoulder bolts, 3903813 2 washers, 3802122 1 FOOT END PLATE kit, 1901591 2ea center axle sleeve 862-0175 3-6 dt Replace drop frame assembly. Replaced both x frame axle bushings. Backrest skin not replaced. Backrest frame was not sent. Will place follow-up order for backrest frame UNIt STILL NEEDS BACKREST FRAME (NOT SENT) 1525176 3-27 dt old roll pins very difficult to remove...Replaced backrest panel. Replaced backrest frame. Completed maintenance and returned unit of service.
⚠️ Problem Description
Q-00032207 Cot 10N-155213...on the head part of the cot the rivets are coming out see attached pic Parts needed 1 back panel, 8159407 18 rivets, 3401900 https://www.ebiotrack.com/workorder.php?wo=71229
📄 Description
Ferno Model 35-X (Series) Manual Ambulance Cot (X, XIT, XNM, XST)

Timeline

📞
Case Linked Jan 27, 11:00 AM
Case Number: 00562399
Subject: L2 review - EMS
Status: Closed
⏳ 3.0 business days
📋
Work Order Created Jan 29, 8:55 AM
Work Order: WO-01340554
Type: Repair
Priority: P7
🔍
Status: L2 Screening by Kimberly Hardison Jan 29, 9:05 AM
From: Entered
To: L2 Screening
Duration in Previous: 9m
📦
▶
2 Parts Requested Jan 29, 9:36 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Dave Creditt
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 31m
📅
Status: Ready for Scheduling by Melissa Barrett Jan 29, 2:22 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 4h 45m
👷
▶
2 Technician Assigned Jan 29, 3:16 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 54m
🔩
3x Parts Added Jan 29, 4:11 PM
Type: Parts, Expenses
Status: Open
Qty: 1, 18
⏳ 3.0 business days
🗓️
▶
2 Status: Scheduled Feb 2, 8:55 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-02-04T19:00:00.000+0000
⏳ 3.0 business days
⏱️
6x Labor Added Feb 4, 8:25 PM
Type: Labor, Travel, Expenses
Status: Open
Qty: 1.5, 1.25, 19, 22
⏱️
▶
2 Labor Added Feb 4, 9:13 PM
Labor Added → Status: Incomplete
⚠️
Status: Incomplete by David Trost
From: Scheduled
To: Incomplete
Duration in Previous: 2d 12h
⚠️ 6.3 business days
🔍
▶
3 Status: L2 Screening Feb 12, 9:22 PM
Status: L2 Screening → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00090305
Status: Closed
📦
Status: Awaiting Parts by Keith Weiss
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 2m
⚠️ 8.3 business days
📅
Status: Ready for Scheduling by Audrey Tharp Feb 25, 1:35 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 12d 16h
🔩
6x Parts Added Feb 25, 1:58 PM
Type: Parts, Expenses
Status: Open
Qty: 1, 2
👷
▶
2 Technician Assigned Feb 25, 4:37 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 3h 1m
🗓️
▶
2 Status: Scheduled Feb 26, 11:36 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-03-06T14:00:00.000+0000
⚠️ 7.0 business days
⏱️
▶
2 4x Labor Added Mar 6, 7:47 PM
4x Labor Added → Status: Incomplete
⚠️
Status: Incomplete by David Trost
From: Scheduled
To: Incomplete
Duration in Previous: 8d 8h
⚠️ 6.5 business days
🔍
▶
2 Status: L2 Screening Mar 16, 6:17 PM
Status: L2 Screening → Parts Requested
📦
Parts Requested
Order: 00092558
Status: Closed
⏳ 3.7 business days
🔩
▶
2 2x Parts Added Mar 19, 4:24 PM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Audrey Tharp
From: Awaiting Parts
To: Reschedule
Duration in Previous: 2d 22h
⏳ 2.9 business days
🗓️
▶
2 Status: Scheduled Mar 23, 8:13 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-03-27T13:00:00.000+0000
⚠️ 5.0 business days
⏱️
▶
3 5x Labor Added Mar 27, 8:45 PM
5x Labor Added → Status: Completed → Status: Closed
✔️
Status: Completed by David Trost
From: Scheduled
To: Completed
Duration in Previous: 4d 12h
🏁
Status: Closed by David Trost
From: Completed
To: Closed
Duration in Previous: 1m
⏳ 3.4 business days
📄
▶
3 Status: Ready to Bill Apr 1, 11:17 AM
Status: Ready to Bill → Status: Billing Review → Status: Ready to Bill
💵
Status: Billing Review by Diane Patton
From: Ready to Bill
To: Billing Review
Duration in Previous: 1m
📄
Status: Ready to Bill by Diane Patton
From: Billing Review, Ready to Bill
To: Ready to Bill, Billing Review
Duration in Previous: 3m, 0m
📄
▶
2 Status: Ready to Bill Apr 1, 11:23 AM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🚨 68.0 business days
🧾
Invoice Created Jul 8, 5:01 PM
Invoice Number: SM-258027

Bottlenecks

Assigned
Duration: 2.5 business days (threshold: 4.0 business hours)
Exceeded by 2.0 business days
Scheduled
Duration: 3.3 business days (threshold: 2.0 business days)
Exceeded by 1.3 business days
Awaiting Parts
Duration: 8.0 business days (threshold: 3.0 business days)
Exceeded by 5.0 business days
Assigned
Duration: 1.3 business days (threshold: 4.0 business hours)
Exceeded by 6.4 business hours
Scheduled
Duration: 6.9 business days (threshold: 2.0 business days)
Exceeded by 4.9 business days
Awaiting Parts
Duration: 3.2 business days (threshold: 3.0 business days)
Exceeded by 1.7 business hours
Reschedule
Duration: 2.4 business days (threshold: 2.0 business days)
Exceeded by 3.6 business hours
Scheduled
Duration: 5.0 business days (threshold: 2.0 business days)
Exceeded by 3.0 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00562399
Closed
📦
Parts Order 00089262
Closed
📦
Parts Order 00090305
Closed
📦
Parts Order 00092558
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P7
Type
Repair
Branch
MedPro
Technician
David Trost
Scheduled
Mar 27, 9:00 AM
Created
Jan 29, 8:55 AM
Invoice #
SM-258027

Work Details (27)

Name Type Status Qty Amount Date
WL-03083709 Parts Open 1 $231.00 Jan 29, 4:11 PM
WL-03083710 Parts Open 18 $18.00 Jan 29, 4:11 PM
WL-03083711 Expenses Open 1 $0.00 Jan 29, 4:11 PM
WL-03092180 Labor Open 1.5 $0.00 Feb 4, 8:25 PM
WL-03092181 Labor Open 1.25 $162.50 Feb 4, 8:25 PM
WL-03092182 Labor Open 1.25 $0.00 Feb 4, 8:25 PM
WL-03092183 Travel Open 19 $0.00 Feb 4, 8:25 PM
WL-03092184 Travel Open 22 $0.00 Feb 4, 8:25 PM
WL-03092185 Expenses Open 1 $0.00 Feb 4, 8:25 PM
WL-03092230 Labor Open 0.5 $0.00 Feb 4, 9:13 PM
WL-03119566 Parts Open 1 $791.00 Feb 25, 1:58 PM
WL-03119567 Parts Open 2 $10.00 Feb 25, 1:58 PM
WL-03119568 Parts Open 2 $2.00 Feb 25, 1:58 PM
WL-03119569 Parts Open 1 $66.07 Feb 25, 1:58 PM
WL-03119570 Parts Open 2 $18.00 Feb 25, 1:58 PM
WL-03119571 Expenses Open 1 $47.89 Feb 25, 1:58 PM
WL-03134511 Labor Open 2.25 $0.00 Mar 6, 7:47 PM
WL-03134512 Labor Open 1.25 $162.50 Mar 6, 7:47 PM
WL-03134513 Travel Open 46 $0.00 Mar 6, 7:47 PM
WL-03134514 Expenses Open 1 $0.00 Mar 6, 7:47 PM
WL-03151814 Parts Open 1 $259.00 Mar 19, 4:24 PM
WL-03151815 Expenses Open 1 $14.64 Mar 19, 4:24 PM
WL-03163720 Labor Open 2 $260.00 Mar 27, 8:45 PM
WL-03163721 Labor Open 1.5 $500.00 Mar 27, 8:45 PM
WL-03163722 Labor Open 1.25 $0.00 Mar 27, 8:45 PM
WL-03163723 Travel Open 21 $0.00 Mar 27, 8:45 PM
WL-03163724 Travel Open 22 $0.00 Mar 27, 8:45 PM

Details