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WO-01352415 ↗ ServiceMax

MAIMONIDES MEDICAL CENTER - AMBULANCE • Repair • P7

📍 MAIMONIDES MEDICAL CENTER - AMBULANCE - 38th St. — 1036 38th Street, Brooklyn NY, 11219

Feb 17, 2026 → Mar 31, 2026

✅ Completed
P7 7 business days from creation
Target: Feb 26, 2026
🏭 Customer Supplied Parts (1)
🕐 Clock stopped: Completed (Mar 28)
⏸ 8d excluded (parts wait + holding)
✗ SLA Missed (21d late)
Dispatch 0.2d
Material Management 9.6d
Coordinators 13.7d
Field Work 0.8d
Incomplete 11.0d (excluded)
Billing 1.0d
✗ SLA Missed
Dispatch
0.2 days
Material Management
9.6 days
Over SLA
Coordinators
13.7 days
Over SLA
Field Work
0.8 days
Incomplete (excluded from total)
11.0 days
Billing
1.0 days
Created: Feb 17, 2026 Due: Mar 25, 2026 Completed: Apr 1, 2026 (6 days late)
📅
30.8 days Total Age
⏱️
9.0d in Incomplete Longest Stage
🔄
23 transitions Status Changes
⚠️
11.6d over Total Delay
📦
3 orders, 0 quotes Parts & Quotes
📝
11 lines Work Details
🏠
2 visits On-Site Trips
📋
Coordinator Scheduling
🔄
2 On-Site Visits (3 reschedules)
2 on-site visits — follow-up trip required
Visit 1 Feb 17, 2026
Visit 2 Mar 27, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00569280
TECH ONSITE - URGENT WO'S NEEDED
Closed
Q-00032610 Evaluations needed on the following units. Technician is currently onsite 2/17 Ambulance 3816 SN 40026 INX stretcher sn 19 s-017588
Priority
High
Origin
Email
Reason
New Case
Contact
David Trost
Owner
Kimberly Hardison
Created
Feb 17, 2026
Work Orders from this Case (2)
WO-01352415 (current) Invoiced
Repair • David Trost
Created: Feb 17, 2026 • Closed: Mar 31, 2026
WO-01352453 Invoiced
Repair • David Trost
Created: Feb 17, 2026 • Closed: Feb 17, 2026
Completed with significant delays
Invoiced • 86 days old
🚨
Primary Delay 9.0 days stuck in "Incomplete"
⏱️
Total Delay 11.6 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
Ready for Scheduling
0.1d / 1.0d SLA
Completed
0.8d / 1.0d SLA
Incomplete
11.0d
L2 Screening
0.2d / 1.0d SLA
Awaiting Parts
9.6d / 3.0d SLA
Reschedule
4.0d / 2.0d SLA
Scheduled
9.6d / 2.0d SLA
Closed
4.0d / 1.0d SLA
L2 Review
0.6d
Ready to Bill
0.0d / 1.0d SLA
WO Correction Needed
1.0d
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

3/31 KWeiss, Reviewed pictures and closing w/o for billing review.

3/31/826 DPatton - Placing in L2 Review (INX cot repair)

Travel charges moved to WO 1356551

3/26 KSmith -- FSE forgot the parts and rescheduled with customer for tomorrow


3/19/26 Rberry- Update due date based on parts. Removed delay code.



3/19 KSmith -- Scheduled for 3/26 with Israel. FSE is on PTO until then. 2-4pm

3/16 KWeiss, The loaner tool, iNX laptop, is now a kit, The p/n is still 0800630, which comes in a pelican case, with the cords/cables, isolator, digital level, and tape measure. It is, and has been, available for the tech to order. David will need to request a return label, including the box size and weight, to ship back the laptops, cords/cables, and isolator(s) he has, and can order the loaner tool kit, which would need to be returned when use has been completed.

3/16 KSmith -- Per Shawn, this one needs rescheduled. Connecting hardware for the iNX laptop was not sent. Awaiting arrival of hardware before we can reschedule

3/12 KSmith -- Scheduled for Monday with Israel. 12pm-2pm

3/12 KSmith -- Sent email to Jason to schedule for Monday

03/04/2026 ATharp - Received every item but 0806076, ESD of 04/10/2026.

03/02/2026 ATharp - Putting on today's Ferno PO. Per Aaron Bick: P/n 0800630 removed because tech already has diagnostics kit with serial number DHZR6P2.

3/02/2026 KeithC - Pick ticket in warehouse

3/2/26 SReich - Approved quote Q-00032848 added from case 00572658.

2/27 KWeiss, Created case and sent to sales for quoting.

2/26 KWeiss, Sent follow up chatter to tech and supervisor requesting info needed for correct parts.

2/20 KWeiss, Chatter sent to tech asking to call about p/n's and quantities.

2/17 KSmith -- FSE requested WO while onsite

🔧 Work Performed
front display. Kit 0806076 wire channel cover kit, 0906101 2ea star wheel front casters Kits 0800632 2 caster assemblies, 0800638 2ea brake assemblies Kit 0800644 Foot end manual release lever cable 2831665 3-27 dt Replaced both front casters. Replaced both rear casters. Replaced front display. Replaced both wire channels. When it came time to check information using the INX laptop, ionx laptop was asking for a pin and not a password. Call Keith and Joe regarding this issue. After some time of back and forth and then reaching out to other technicians, we determined that this laptop needs to be sent back for update to the username. Unable to check software verq dsion in this stretcher. Stretcher however passes all functional testing.  The recommendation was the stretcher should be good to go. 
🔍 Technician Findings
front display. Kit 0806076 wire channel cover kit, 0906101 2ea star wheel front casters Kits 0800632 2 caster assemblies, 0800638 2ea brake assemblies Kit 0800644 Foot end manual release lever cable 2831665 3-27 dt Replaced both front casters. Replaced both rear casters. Replaced front display. Replaced both wire channels. When it came time to check information using the INX laptop, ionx laptop was asking for a pin and not a password. Call Keith and Joe regarding this issue. After some time of back and forth and then reaching out to other technicians, we determined that this laptop needs to be sent back for update to the username. Unable to check software verq dsion in this stretcher. Stretcher however passes all functional testing.  The recommendation was the stretcher should be good to go. 
⚠️ Problem Description
Q-00032848 approved quote Q-00032610 1 of 2 Evaluations needed on the following units. Technician is currently onsite 2/17 Ambulance 3816 SN 40026 INX stretcher sn 19 s-017588 https://www.ebiotrack.com/workorder.php?wo=71745
📄 Description
Ferno iNX Powered Cot

Timeline

📞
Case Linked Feb 17, 1:39 PM
Case Number: 00569280
Subject: TECH ONSITE - URGENT WO'S NEEDED
Status: Closed
📋
▶
2 Work Order Created Feb 17, 2:57 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
3 Status: Assigned Feb 17, 3:15 PM
Status: Assigned → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kourtney Smith
Technician: David Trost
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-02-17T20:15:00.000+0000
⏱️
▶
2 2x Labor Added Feb 17, 9:24 PM
2x Labor Added → Status: Incomplete
⚠️
Status: Incomplete by David Trost
From: Completed, Scheduled
To: Incomplete, Completed
Duration in Previous: 6h 10m
⚠️ 9.3 business days
🔍
Status: L2 Screening by Sherry Reich Mar 2, 8:57 AM
From: Incomplete
To: L2 Screening
Duration in Previous: 12d 11h
📦
▶
2 Parts Requested Mar 2, 10:30 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Keith Weiss
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 1h 32m
⚠️ 8.0 business days
📅
Status: Ready for Scheduling by Audrey Tharp Mar 11, 9:45 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 8d 22h
🔄
Status: Reschedule by Kourtney Smith Mar 11, 9:56 AM
From: Ready for Scheduling
To: Reschedule
Duration in Previous: 10m
⏳ 2.0 business days
🗓️
▶
2 Status: Scheduled Mar 12, 3:08 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-03-16T16:30:00.000+0000
⏳ 3.0 business days
🔄
Status: Reschedule by Kourtney Smith Mar 16, 9:45 AM
From: Scheduled
To: Reschedule
Duration in Previous: 3d 18h
⚠️
Status: Incomplete by Shawn Rogers Mar 16, 9:51 AM
From: Reschedule
To: Incomplete
Duration in Previous: 5m
📦
Parts Requested Mar 17, 8:07 AM
Order: 00092571
Status: Closed
📦
▶
2 Parts Requested Mar 17, 3:06 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Keith Weiss
From: Incomplete
To: Awaiting Parts
Duration in Previous: 1d 5h
💵
▶
2 Expenses Added Mar 18, 9:51 AM
Expenses Added → Status: Reschedule
🔄
Status: Reschedule by Aaron Bick
From: Awaiting Parts
To: Reschedule
Duration in Previous: 18h 45m
🗓️
▶
2 Status: Scheduled Mar 19, 8:27 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-03-26T19:00:00.000+0000
⚠️ 6.0 business days
📅
Dispatch Scheduled by Kourtney Smith Mar 26, 3:38 PM
Scheduled For: 2026-03-27T17:00:00.000+0000
⏳ 2.0 business days
⏱️
▶
2 3x Labor Added Mar 27, 8:20 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by David Trost
From: Scheduled
To: Completed
Duration in Previous: 8d 11h
🏁
Status: Closed by David Trost Mar 27, 8:34 PM
From: Completed
To: Closed
Duration in Previous: 13m
⏳ 2.4 business days
👀
Status: L2 Review by Diane Patton Mar 31, 5:23 PM
From: Closed
To: L2 Review
Duration in Previous: 3d 20h
🏁
Status: Closed by Keith Weiss Mar 31, 10:20 PM
From: L2 Review
To: Closed
Duration in Previous: 4h 57m
📄
▶
2 Status: Ready to Bill Apr 1, 10:50 AM
Status: Ready to Bill → Status: Billing Review
💵
Status: Billing Review by Diane Patton
From: Ready to Bill, Billing Review
To: Billing Review, Closed
Duration in Previous: 1m, 0m
✏️
Status: WO Correction Needed by Diane Patton Apr 1, 10:58 AM
From: Closed
To: WO Correction Needed
Duration in Previous: 6m
🔩
▶
2 5x Parts Added Apr 1, 8:19 PM
5x Parts Added → Status: Closed
🏁
Status: Closed by David Trost
From: WO Correction Needed
To: Closed
Duration in Previous: 9h 21m
📄
▶
2 Status: Ready to Bill Apr 2, 9:32 AM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
🚨 10.0 business days
🧾
Invoice Created Apr 15, 2:17 PM
Invoice Number: SM-258115

Bottlenecks

Awaiting Parts
Duration: 8.0 business days (threshold: 3.0 business days)
Exceeded by 5.0 business days
Scheduled
Duration: 2.6 business days (threshold: 2.0 business days)
Exceeded by 4.9 business hours
Scheduled
Duration: 7.0 business days (threshold: 2.0 business days)
Exceeded by 5.0 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00569280
Closed
📦
Parts Order 00091300
Closed
📦
Parts Order 00092571
Closed
📦
Parts Order 00092633
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P7
Type
Repair
Branch
MedPro
Technician
David Trost
Scheduled
Mar 27, 1:00 PM
Created
Feb 17, 2:57 PM
Invoice #
SM-258115

Work Details (11)

Name Type Status Qty Amount Date
WL-03109627 Labor Open 0.5 $65.00 Feb 17, 9:24 PM
WL-03109628 Labor Open 0.5 $0.00 Feb 17, 9:24 PM
WL-03148710 Expenses Open 1 $12.67 Mar 18, 9:51 AM
WL-03163689 Labor Open 1.5 $0.00 Mar 27, 8:20 PM
WL-03163690 Labor Open 3.75 $487.50 Mar 27, 8:20 PM
WL-03163691 Travel Open 21 $0.00 Mar 27, 8:20 PM
WL-03169661 Parts Open 2 $746.00 Apr 1, 8:19 PM
WL-03169662 Parts Open 2 $740.00 Apr 1, 8:19 PM
WL-03169663 Parts Open 1 $91.00 Apr 1, 8:19 PM
WL-03169664 Parts Open 1 $1,924.00 Apr 1, 8:19 PM
WL-03169665 Parts Open 1 $137.00 Apr 1, 8:19 PM

Details