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WO-01352635 ↗ ServiceMax

MIDDLEBURG HEIGHTS FIRE DEPARTMENT • Repair • P7

📍 Middleburg Heights Fire Dept — 15800 Bagley Rd, Middleburg Hgts OH, 44130

Feb 18, 2026 → Feb 23, 2026

✅ Completed
P7 7 business days from creation
Target: Feb 27, 2026
🕐 Clock stopped: Completed (Feb 23)
✓ SLA Met (3d early)
Dispatch 0.0d
Coordinators 4.2d
Field Work 0.2d
Billing 0.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
4.2 days
Over SLA
Field Work
0.2 days
Billing
0.0 days
Created: Feb 18, 2026 Due: Feb 27, 2026 Completed: Feb 23, 2026 (4 days early)
📅
3.6 days Total Age
⏱️
4.0d in Closed Longest Stage
🔄
8 transitions Status Changes
⚠️
6.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
7 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00568555
L2 review
Closed
Q-00032613 Trolley system is not working. Inner trolley is getting jammed and stuck inside of outer trolley. God is unable to be deployed fully. Arms are getting jammed halfway while being lowered. This is a 6390 PowerLoad The technician will need to evaluate the unit and determine if parts are needed for repairs.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Sage Ward
Owner
Kimberly Hardison
Created
Feb 16, 2026
Work Orders from this Case (1)
WO-01352635 (current) Invoiced
Repair • Teddie Bracken
Created: Feb 18, 2026 • Closed: Feb 23, 2026
Completed with minor delays
Invoiced • 85 days old
🚨
Primary Delay 4.0 days stuck in "Closed"
⏱️
Total Delay 6.0 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
Assigned
3.5d / 0.5d SLA
Scheduled
0.7d / 2.0d SLA
Tech On Site
0.2d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
4.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/27/26 DPatton - emailed through Outlook due to mileage fixed manually.

🔧 Work Performed
Transfer trolley lock assy replaced, trolley mag mover replaced, repair service was completed
🔍 Technician Findings
Transfer trolley lock assy pin worn and causing trolley not to lock in place, trolley mag mover cracked
⚠️ Problem Description
Q-00032613 Trolley system is not working. Inner trolley is getting jammed and stuck inside of outer trolley. God is unable to be deployed fully. Arms are getting jammed halfway while being lowered. This is a 6390 PowerLoad The technician will need to evaluate the unit and determine if parts are needed for repairs. https://www.ebiotrack.com/workorder.php?wo=71780
📄 Description
Stryker 6390 Power-LOAD Fastener System

Timeline

📞
Case Linked Feb 16, 8:00 AM
Case Number: 00568555
Subject: L2 review
Status: Closed
⏳ 3.0 business days
📋
▶
2 Work Order Created Feb 18, 2:32 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered
To: Ready for Scheduling
Duration in Previous: 2m
👷
▶
2 Technician Assigned Feb 18, 3:01 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Charles Ramen
From: Ready for Scheduling
To: Assigned
Duration in Previous: 27m
⏳ 4.0 business days
🗓️
▶
2 Status: Scheduled Feb 23, 11:36 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Teddie Bracken
Scheduled For: 2026-02-23T21:00:00.000+0000
🔩
4x Parts Added Feb 23, 3:39 PM
Type: Parts, Travel
Status: Open
Qty: 1, 20, 50
⏱️
3x Labor Added Feb 23, 4:01 PM
Type: Labor
Status: Open
Qty: 0.5, 1
🔧
Status: Tech On Site by Teddie Bracken Feb 23, 5:00 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 5h 23m
✔️
▶
2 Status: Completed Feb 23, 6:39 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Teddie Bracken
From: Completed
To: Closed
Duration in Previous: 1m
⏳ 4.7 business days
📄
▶
2 Status: Ready to Bill Feb 27, 9:47 AM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 3m
🧾
Invoice Created Feb 28, 7:46 AM
Invoice Number: SM-255167

Bottlenecks

Assigned
Duration: 3.5 business days (threshold: 4.0 business hours)
Exceeded by 3.0 business days
Closed
Duration: 4.0 business days (threshold: 1.0 business days)
Exceeded by 3.0 business days

🔗 Related Artifacts

📞
Case 00568555
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P7
Type
Repair
Branch
ERLA - PROD
Technician
Teddie Bracken
Scheduled
Feb 23, 4:00 PM
Created
Feb 18, 2:32 PM
Invoice #
SM-255167

Work Details (7)

Name Type Status Qty Amount Date
WL-03116418 Parts Open 1 $307.80 Feb 23, 3:39 PM
WL-03116419 Parts Open 1 $6.46 Feb 23, 3:39 PM
WL-03116420 Travel Open 20 $51.10 Feb 23, 3:39 PM
WL-03116421 Travel Open 50 $0.00 Feb 23, 3:39 PM
WL-03116476 Labor Open 0.5 $65.00 Feb 23, 4:01 PM
WL-03116477 Labor Open 0.5 $65.00 Feb 23, 4:01 PM
WL-03116478 Labor Open 1 $130.00 Feb 23, 4:01 PM

Details