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WO-01341041 ↗ ServiceMax

ELITE INDUSTRIAL SERVICES (IL) • Repair • P7

📍 Elite Industrial Services (IL) — 303 SE 3RD AVE, ALEDO IL, 61232

Jan 30, 2026 → Feb 26, 2026

✅ Completed
P7
SLA Clock
7 business days from creation · Target: Feb 10, 2026
✗ SLA Missed (2 biz days late)
Active: 9 biz days
Paused: 9 biz days
Budget: 7 biz days
🕐 Clock stopped: Completed (Feb 26, 2026)
SLA Target
▶ Clock Running
Status: Created
Jan 30 → Jan 30, 2026
0 business days (counted)
Running total: 0 of 7 biz days used
▶ Clock Running
Status: L2 Screening
Jan 30 → Jan 30, 2026
0 business days (counted)
Running total: 0 of 7 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Jan 30 → Jan 30, 2026
0 business days (not counted)
▶ Clock Running
Status: Assigned
Jan 30 → Jan 30, 2026
0 business days (counted)
Running total: 0 of 7 biz days used
2d
▶ Clock Running
Status: Scheduled
Jan 30 → Feb 3, 2026
2 business days (counted)
Running total: 2 of 7 biz days used
▶ Clock Running
Status: Entered
Feb 3 → Feb 3, 2026
0 business days (counted)
Running total: 2 of 7 biz days used
⏸9d
⏸ Clock Paused
Status: Awaiting Parts
Feb 3 → Feb 17, 2026
9 business days (not counted)
▶ Clock Running
Status: Reschedule
Feb 17 → Feb 17, 2026
0 business days (counted)
Running total: 2 of 7 biz days used
3d
▶ Clock Running
Status: Assigned
Feb 17 → Feb 20, 2026
3 business days (counted)
Running total: 5 of 7 biz days used
4d
▶ Clock Running
Status: Scheduled
Feb 20 → Feb 26, 2026
4 business days (counted)
Running total: 9 of 7 biz days used
▶ Clock Running
Status: Tech On Site
Feb 26 → Feb 26, 2026
0 business days (counted)
Running total: 9 of 7 biz days used
Created: Jan 30, 2026 Completed: Feb 26, 2026
Business Days Used 9 / 7
0 7d budget +2d over
Show SLA Clock Detail (11 periods)
Period Status Clock Biz Days Running Total
Jan 30 → Jan 30 Created ▶ Running 0 0 / 7
Jan 30 → Jan 30 L2 Screening ▶ Running 0 0 / 7
Jan 30 → Jan 30 Awaiting Parts ⏸ Paused 0 —
Jan 30 → Jan 30 Assigned ▶ Running 0 0 / 7
Jan 30 → Feb 3 Scheduled ▶ Running 2 2 / 7
Feb 3 → Feb 3 Entered ▶ Running 0 2 / 7
Feb 3 → Feb 17 Awaiting Parts ⏸ Paused 9 —
Feb 17 → Feb 17 Reschedule ▶ Running 0 2 / 7
Feb 17 → Feb 20 Assigned ▶ Running 3 5 / 7
Feb 20 → Feb 26 Scheduled ▶ Running 4 9 / 7
Feb 26 → Feb 26 Tech On Site ▶ Running 0 9 / 7
Dispatch 0.0d
Material Management 10.1d
Coordinators 11.2d
Field Work 0.9d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
10.1 days
Over SLA
Coordinators
11.2 days
Over SLA
Field Work
0.9 days
Billing
0.0 days
Created: Jan 30, 2026 Due: Feb 24, 2026 Completed: Feb 27, 2026 (2 days late)
📅
19.0 days Total Age
⏱️
10.0d in Awaiting Parts Longest Stage
🔄
13 transitions Status Changes
⚠️
15.7d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
9 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

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Originating Case

Open in Salesforce →
🎫
Case #00559772
follow up to WO-01328639
Closed
Q-00032084 follow up to WO-01328639 Technician Alan Page Serial Number 21C182758 Needs -x2 transcend front wheel kit 090-6098 -x1wheel base PL 1600280 -x1 wheel base PR 1600279
Priority
Standard
Origin
Created From WO
Reason
New Case
Contact
Karin Hill
Owner
Kimberly Hardison
Created
Jan 16, 2026
Work Orders from this Case (1)
WO-01341041 (current) Invoiced
Repair • Blake Ward
Created: Jan 30, 2026 • Closed: Feb 26, 2026
Completed with significant delays
Invoiced • 198 days old
🚨
Primary Delay 10.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 15.7 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
0.0d / 1.0d SLA
Awaiting Parts
10.1d / 3.0d SLA
Scheduled
7.5d / 2.0d SLA
Reschedule
0.0d / 2.0d SLA
Assigned
3.7d / 0.5d SLA
Tech On Site
0.2d / 1.0d SLA
Completed
0.7d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

**Emailed invoice through Outlook (manually corrected mileage)

3/3/26 DPatton - Adjusted travel to 6.5 hours per quote. Mileage billing actuals.

2/25 KKelch called Karin to schedule for tomorrow between 12 and 2 pm. Customer confirmed. 

2/23/26 RBerry- Sent teams message to ASC to move PMs on 2/24/26 out as they are not due until 3/31 and move this WO up to meet due date.


2/20 KKelch called Karin to schedule for 2/27 between 12 and 2 pm. Customer confiremd. Unable to schedule to earlier date due to urgent PMs.

2/18/26 RBerry- updated due date based on parts. Removed delay code.


2/17 KKelch waiting for tracking to update prior to scheduling

2/5 KKelch called Karin to let her know that we do not have an ETA for her parts but I will call to schedule as soon as we have one. Left VM. Call logged on WO-01341041

**F/U REPAIR SERVICE TO CUSTOMERS EVAL WO UNDER MFG ACCOUNT - WO-01328639 (customer service complaint) TRAVEL IS NON-BILLABLE ON WO-01341041 PER LYODER/LOBERG**


2/3/26 RBerry – Work order was pulled from Awaiting Parts status by ASC. Returned the WO to Awaiting Parts to ensure it follows the proper process. Sent an email to ASC requesting they contact the customer to advise that we are still waiting on parts and the WO will need to be rescheduled.


1/30 KKelch called Karin to reschedule for 2/5 between 12 and 2 pm. Customer confirmed. 

1/30 KKelch called Karin to schedule for 2/2 between 2 and 3 pm. Customer confrimed. 

1/16/26 lcoonrod

follow up in case 00559772

🔧 Work Performed
Removed both left and right wheel base. Installed new left and right wheel base with two new front wheel kits. Tested all functions are confirmed unit is working properly.
🔍 Technician Findings
Found front wheel casters are off the chair and will not screw on due to damage threads.
⚠️ Problem Description
Q-00032084 follow up to WO-01328639 Technician Alan Page Serial Number 21C182758 Needs -x2 transcend front wheel kit 090-6098 -x1wheel base PL 1600280 -x1 wheel base PR 1600279
📄 Description
Ferno Transcend Series Stair Chair w/ Manual Tracks

Timeline

📞
Case Linked Jan 16, 11:54 AM
Case Number: 00559772
Subject: follow up to WO-01328639
Status: Closed
🚨 10.0 business days
📋
▶
2 Work Order Created Jan 30, 2:20 PM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Kimberly Hardison
From: Entered
To: L2 Screening
Duration in Previous: 0m
📦
▶
2 Parts Requested Jan 30, 2:27 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Dave Creditt
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 5m
👷
▶
3 Technician Assigned Jan 30, 3:06 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Kaitlyn Kelch
From: Awaiting Parts, Assigned
To: Assigned, Scheduled
Duration in Previous: 39m, 0m
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-02-05T18:00:00.000+0000
⏳ 2.9 business days
🆕
Status: Entered by Rhea Berry Feb 3, 7:06 AM
From: Scheduled, Entered
To: Entered, Awaiting Parts
Duration in Previous: 3d 16h, 0m
🚨 10.0 business days
🔩
▶
2 4x Parts Added Feb 17, 12:57 PM
4x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Melissa Barrett
From: Awaiting Parts
To: Reschedule
Duration in Previous: 14d 5h
👷
▶
2 Status: Assigned Feb 17, 1:03 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Kaitlyn Kelch
Technician: Blake Ward
⏳ 4.0 business days
🗓️
▶
2 Status: Scheduled Feb 20, 10:29 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-02-27T18:00:00.000+0000
⏳ 4.0 business days
📅
Dispatch Scheduled by Kaitlyn Kelch Feb 25, 4:40 PM
Scheduled For: 2026-02-26T18:00:00.000+0000
🔧
Status: Tech On Site by Blake Ward Feb 26, 3:31 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 6d 5h
⏱️
3x Labor Added Feb 26, 4:38 PM
Type: Labor, Travel
Status: Open
Qty: 4.5, 255
✔️
Status: Completed by Blake Ward Feb 26, 4:46 PM
From: Tech On Site
To: Completed
Duration in Previous: 1h 15m
⏱️
2x Labor Added Feb 26, 9:37 PM
Type: Labor
Status: Open
Qty: 1, 5
🏁
Status: Closed by Blake Ward Feb 26, 10:29 PM
From: Completed
To: Closed
Duration in Previous: 5h 42m
⏳ 3.2 business days
📄
▶
3 Status: Ready to Bill Mar 3, 11:45 AM
Status: Ready to Bill → Status: Invoice Pending → Status: Invoiced
📨
Status: Invoice Pending by Diane Patton
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 1m
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 3m
🚨 89.0 business days
🧾
Invoice Created Jul 8, 5:01 PM
Invoice Number: SM-255446

Bottlenecks

Scheduled
Duration: 2.5 business days (threshold: 2.0 business days)
Exceeded by 3.9 business hours
Awaiting Parts
Duration: 10.0 business days (threshold: 3.0 business days)
Exceeded by 7.0 business days
Assigned
Duration: 3.7 business days (threshold: 4.0 business hours)
Exceeded by 3.2 business days
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 00559772
Closed
📦
Parts Order 00089399
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P7
Type
Repair
Branch
N/A
Technician
Blake Ward
Scheduled
Feb 26, 1:00 PM
Created
Jan 30, 2:20 PM
Invoice #
SM-255446

Work Details (9)

Name Type Status Qty Amount Date
WL-03108676 Parts Open 2 $168.00 Feb 17, 12:57 PM
WL-03108677 Parts Open 1 $51.00 Feb 17, 12:57 PM
WL-03108678 Parts Open 1 $51.00 Feb 17, 12:57 PM
WL-03108679 Expenses Open 1 $23.63 Feb 17, 12:57 PM
WL-03121834 Labor Open 4.5 $845.00 Feb 26, 4:38 PM
WL-03121835 Travel Open 255 $0.00 Feb 26, 4:38 PM
WL-03121836 Travel Open 255 $372.30 Feb 26, 4:38 PM
WL-03122344 Labor Open 1 $130.00 Feb 26, 9:37 PM
WL-03122345 Labor Open 5 $0.00 Feb 26, 9:37 PM

Details