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WO-01351599 ↗ ServiceMax

Presbyterian Senior Care Oakmont • Repair • P7

📍 Presbyterian Senior Care Oakmont — 238 S Market St, New Wilmington PA, 16142

Feb 13, 2026 → Mar 26, 2026

✅ Completed
P7
SLA Clock
7 business days from creation · Target: Feb 25, 2026
✗ SLA Missed (13 biz days late)
Active: 20 biz days
Paused: 8 biz days
Budget: 7 biz days
🕐 Clock stopped: Completed (Mar 26, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 13 → Feb 13, 2026
0 business days (counted)
Running total: 0 of 7 biz days used
▶ Clock Running
Status: L2 Screening
Feb 13 → Feb 13, 2026
0 business days (counted)
Running total: 0 of 7 biz days used
⏸1d
⏸ Clock Paused
Status: Awaiting Parts
Feb 13 → Feb 17, 2026
1 business day (not counted)
▶ Clock Running
Status: Reschedule
Feb 17 → Feb 18, 2026
1 business day (counted)
Running total: 1 of 7 biz days used
▶ Clock Running
Status: Assigned
Feb 18 → Feb 18, 2026
0 business days (counted)
Running total: 1 of 7 biz days used
3d
▶ Clock Running
Status: Scheduled
Feb 18 → Feb 23, 2026
3 business days (counted)
Running total: 4 of 7 biz days used
▶ Clock Running
Status: Incomplete
Feb 23 → Feb 23, 2026
0 business days (counted)
Running total: 4 of 7 biz days used
6d
▶ Clock Running
Status: Completed
Feb 23 → Mar 3, 2026
6 business days (counted)
Running total: 10 of 7 biz days used
▶ Clock Running
Status: L2 Screening
Mar 3 → Mar 3, 2026
0 business days (counted)
Running total: 10 of 7 biz days used
⏸7d
⏸ Clock Paused
Status: Awaiting Parts
Mar 3 → Mar 12, 2026
7 business days (not counted)
2d
▶ Clock Running
Status: Reschedule
Mar 12 → Mar 16, 2026
2 business days (counted)
Running total: 12 of 7 biz days used
8d
▶ Clock Running
Status: Scheduled
Mar 16 → Mar 26, 2026
8 business days (counted)
Running total: 20 of 7 biz days used
Created: Feb 13, 2026 Completed: Mar 26, 2026
Business Days Used 20 / 7
0 7d budget +13d over
Show SLA Clock Detail (12 periods)
Period Status Clock Biz Days Running Total
Feb 13 → Feb 13 Created ▶ Running 0 0 / 7
Feb 13 → Feb 13 L2 Screening ▶ Running 0 0 / 7
Feb 13 → Feb 17 Awaiting Parts ⏸ Paused 1 —
Feb 17 → Feb 18 Reschedule ▶ Running 1 1 / 7
Feb 18 → Feb 18 Assigned ▶ Running 0 1 / 7
Feb 18 → Feb 23 Scheduled ▶ Running 3 4 / 7
Feb 23 → Feb 23 Incomplete ▶ Running 0 4 / 7
Feb 23 → Mar 3 Completed ▶ Running 6 10 / 7
Mar 3 → Mar 3 L2 Screening ▶ Running 0 10 / 7
Mar 3 → Mar 12 Awaiting Parts ⏸ Paused 7 —
Mar 12 → Mar 16 Reschedule ▶ Running 2 12 / 7
Mar 16 → Mar 26 Scheduled ▶ Running 8 20 / 7
Dispatch 0.9d
Material Management 9.0d
Coordinators 13.1d
Field Work 4.0d
Incomplete 5.7d (excluded)
Billing 37.2d
✗ SLA Missed
Dispatch
0.9 days
Material Management
9.0 days
Over SLA
Coordinators
13.1 days
Over SLA
Field Work
4.0 days
Over SLA
Incomplete (excluded from total)
5.7 days
Billing
37.2 days
Over SLA
Created: Feb 13, 2026 Due: Mar 19, 2026 Completed: Mar 26, 2026 (6 days late)
📅
28.9 days Total Age
⏱️
32.6d in Billing Review Longest Stage
🔄
16 transitions Status Changes
⚠️
52.9d over Total Delay
📦
3 orders, 0 quotes Parts & Quotes
📝
13 lines Work Details
🏠
2 visits On-Site Trips
📋
Coordinator Scheduling
🔄
2 On-Site Visits (2 reschedules)
2 on-site visits — follow-up trip required
Visit 1 Feb 23, 2026
Visit 2 Mar 26, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00565235
L2 Review - Healthcare
Closed
Q-00032381 Presence (Series) Lift 2108L1169 It has some lose wires, tech tried to tape up while on site for the evaluation, but customer is saying it needs additional repair 1 wire harness, 0Y0464 1 switch assembly, 0Y0463
Priority
High
Origin
Phone
Reason
New Case
Contact
Chuck Rupert
Owner
Jessica Sells
Created
Feb 4, 2026
Work Orders from this Case (1)
WO-01351599 (current) Invoiced
Repair • Brandon Green
Created: Feb 13, 2026 • Closed: Mar 26, 2026
Completed with significant delays
Invoiced • 182 days old
🚨
Primary Delay 32.6 days stuck in "Billing Review"
⏱️
Total Delay 52.9 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
0.9d / 1.0d SLA
Awaiting Parts
9.0d / 3.0d SLA
Reschedule
4.3d / 2.0d SLA
Completed
4.0d / 1.0d SLA
Incomplete
5.7d
Scheduled
8.8d / 2.0d SLA
Closed
4.5d / 1.0d SLA
Billing Correction Needed
0.5d
Billing Review
32.6d / 2.0d SLA
Ready to Bill
4.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

5/15/26 DPatton - adjusted part price to match quoted price. Billing Amount exceeded quote due to additional trip. RTB.


4/1/26 DPatton - Placing in BR re: parts cost & quote

Part Cost $361.38

Part Quoted: $ 316.32 (Q-00032781)


4/1/26 DPatton - Part with no price; emailed MM

3/16/26 RBerry- Updated due date based on parts. Updated delay code.


3/16/2026 CRamen spoke with Chuck and scheduled for Thursday 3/26/2026 with tech arrival between 8-10am. 


3/2 KWeiss, Quote approved. Moving w/o to L2 Screening for parts order.

2/24 KWeiss, Created case and sent to sales for quoting.

2/19/26 RBerry- Updated due date based on parts. Removed delay code.


2/18/2026 CRamen spoke to Chuck and scheduled for Monday 2/23/2026 with tech arrival between 12-2pm. 


2/18 MOwens Sent chatter to CRamen and LYoder asking if Brandon can take this repair.

🔧 Work Performed
repair started as below replaced wire harness and up/down switch tested unit unit not working spoke to Jared at Joerns trouble shot unit and he suspects control box on power cradle is bad as well. ordering parts will reschedule when parts arrive 3/26/2026 repair completed as follows replaced control box on cradle unit still not working called Joerns tech support. found batteries also bad. customer ordered 2 batteries and charger through tech support
🔍 Technician Findings
power cradle not working correctly
⚠️ Problem Description
Q-00032381 Presence (Series) Lift 2108L1169 It has some lose wires, tech tried to tape up while on site for the evaluation, but customer is saying it needs additional repair 1 wire harness, 0Y0464 1 switch assembly, 0Y0463
📄 Description
Hoyer Model: Presence (Series) Patient Lift

Timeline

📞
Case Linked Feb 4, 12:00 PM
Case Number: 00565235
Subject: L2 Review - Healthcare
Status: Closed
⚠️ 8.0 business days
📋
▶
2 Work Order Created Feb 13, 11:49 AM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Jessica Sells
From: Entered
To: L2 Screening
Duration in Previous: 0m
📦
▶
2 Parts Requested Feb 13, 6:37 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Keith Weiss
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 6h 47m
⏳ 1.7 business days
🔩
▶
2 3x Parts Added Feb 17, 4:22 PM
3x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Melissa Barrett
From: Awaiting Parts
To: Reschedule
Duration in Previous: 3d 21h
👷
▶
3 Technician Assigned Feb 18, 9:26 AM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Charles Ramen
From: Reschedule, Assigned
To: Assigned, Scheduled
Duration in Previous: 17h 4m, 0m
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2026-02-23T17:00:00.000+0000
⏳ 4.0 business days
⏱️
▶
2 5x Labor Added Feb 23, 5:46 PM
5x Labor Added → Status: Incomplete
⚠️
Status: Incomplete by Brandon Green
From: Completed, Scheduled
To: Incomplete, Completed
Duration in Previous: 5d 8h, 0m
⚠️ 5.8 business days
🔍
▶
3 Status: L2 Screening Mar 2, 11:32 PM
Status: L2 Screening → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00091383
Status: Canceled
📦
Status: Awaiting Parts by Keith Weiss
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 1m
📦
Parts Requested Mar 2, 11:45 PM
Order: 00091385
Status: Closed
⚠️ 8.0 business days
🔩
▶
2 2x Parts Added Mar 12, 8:33 AM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Melissa Barrett
From: Awaiting Parts
To: Reschedule
Duration in Previous: 9d 7h
⏳ 3.0 business days
🗓️
▶
2 Status: Scheduled Mar 16, 1:43 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2026-03-26T13:00:00.000+0000
⚠️ 9.0 business days
⏱️
▶
3 3x Labor Added Mar 26, 4:17 PM
3x Labor Added → Status: Completed → Status: Closed
✔️
Status: Completed by Brandon Green
From: Scheduled
To: Completed
Duration in Previous: 10d 2h
🏁
Status: Closed by Brandon Green
From: Completed
To: Closed
Duration in Previous: 3m
⏳ 5.0 business days
💳
Status: Billing Correction Needed by Diane Patton Apr 1, 10:44 AM
From: Closed
To: Billing Correction Needed
Duration in Previous: 5d 18h
💵
Status: Billing Review by Diane Patton Apr 1, 2:58 PM
From: Billing Correction Needed
To: Billing Review
Duration in Previous: 4h 13m
🚨 33.0 business days
📄
Status: Ready to Bill by Diane Patton May 15, 12:04 PM
From: Billing Review
To: Ready to Bill
Duration in Previous: 43d 21h
⏳ 4.0 business days
📨
▶
3 Status: Invoice Pending May 20, 3:04 PM
Status: Invoice Pending → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🧾
Invoice Created
Invoice Number: SM-262494

Bottlenecks

Completed
Duration: 4.0 business days (threshold: 1.0 business days)
Exceeded by 3.0 business days
Awaiting Parts
Duration: 8.0 business days (threshold: 3.0 business days)
Exceeded by 5.0 business days
Reschedule
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Scheduled
Duration: 8.8 business days (threshold: 2.0 business days)
Exceeded by 6.8 business days
Closed
Duration: 4.5 business days (threshold: 1.0 business days)
Exceeded by 3.5 business days
Billing Review
Duration: 32.6 business days (threshold: 2.0 business days)
Exceeded by 30.6 business days
Ready to Bill
Duration: 4.0 business days (threshold: 1.0 business days)
Exceeded by 3.0 business days

🔗 Related Artifacts

📞
Case 00565235
Closed
📦
Parts Order 00090400
Closed
📦
Parts Order 00091383
Canceled
📦
Parts Order 00091385
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P7
Type
Repair
Branch
ERLA - PROD
Technician
Brandon Green
Scheduled
Mar 26, 9:00 AM
Created
Feb 13, 11:49 AM
Invoice #
SM-262494

Work Details (13)

Name Type Status Qty Amount Date
WL-03108988 Parts Open 1 $52.42 Feb 17, 4:22 PM
WL-03108989 Parts Open 1 $29.21 Feb 17, 4:22 PM
WL-03108990 Expenses Open 1 $0.00 Feb 17, 4:22 PM
WL-03116712 Labor Open 1 $130.00 Feb 23, 5:46 PM
WL-03116713 Labor Open 3.5 $521.50 Feb 23, 5:46 PM
WL-03116714 Labor Open 0.5 $65.00 Feb 23, 5:46 PM
WL-03116715 Travel Open 60 $62.05 Feb 23, 5:46 PM
WL-03116716 Travel Open 25 $0.00 Feb 23, 5:46 PM
WL-03140833 Parts Open 1 $316.32 Mar 12, 8:33 AM
WL-03140834 Expenses Open 1 $37.92 Mar 12, 8:33 AM
WL-03161356 Labor Open 0.5 $65.00 Mar 26, 4:17 PM
WL-03161357 Labor Open 1.75 $260.75 Mar 26, 4:17 PM
WL-03161358 Travel Open 25 $18.25 Mar 26, 4:17 PM

Details