Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01286440 ↗ ServiceMax

EZ WAY • Preventive Maintenance • PSM

📍 Nazareth Living Center — 2 Nazareth Lane, St Louis MO, 63129

Jul 3, 2025 → Oct 15, 2025

✅ Completed
PSM
SLA Clock
Last business day of July 2025 · Target: Jul 31, 2025
✗ SLA Missed (24 biz days late)
Active: 44 biz days
🕐 Clock stopped: Completed (Sep 5, 2025)
▶ Clock Running
Status: Created
Jul 3 → Jul 3, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Jul 3 → Jul 8, 2025
2 business days (counted)
Running total: 2 of ? biz days used
6d
▶ Clock Running
Status: Assigned
Jul 8 → Jul 16, 2025
6 business days (counted)
Running total: 8 of ? biz days used
5d
▶ Clock Running
Status: Scheduled
Jul 16 → Jul 23, 2025
5 business days (counted)
Running total: 13 of ? biz days used
▶ Clock Running
Status: Tech On Site
Jul 23 → Jul 23, 2025
0 business days (counted)
Running total: 13 of ? biz days used
19d
▶ Clock Running
Status: Tech Off Site
Jul 23 → Aug 19, 2025
19 business days (counted)
Running total: 32 of ? biz days used
▶ Clock Running
Status: Completed
Aug 19 → Aug 19, 2025
0 business days (counted)
Running total: 32 of ? biz days used
▶ Clock Running
Status: Incomplete
Aug 19 → Aug 20, 2025
1 business day (counted)
Running total: 33 of ? biz days used
11d
▶ Clock Running
Status: Reschedule
Aug 20 → Sep 5, 2025
11 business days (counted)
Running total: 44 of ? biz days used
Created: Jul 3, 2025 Completed: Sep 5, 2025
Show SLA Clock Detail (9 periods)
Period Status Clock Biz Days Running Total
Jul 3 → Jul 3 Created ▶ Running 0 0
Jul 3 → Jul 8 Ready for Scheduling ▶ Running 2 2
Jul 8 → Jul 16 Assigned ▶ Running 6 8
Jul 16 → Jul 23 Scheduled ▶ Running 5 13
Jul 23 → Jul 23 Tech On Site ▶ Running 0 13
Jul 23 → Aug 19 Tech Off Site ▶ Running 19 32
Aug 19 → Aug 19 Completed ▶ Running 0 32
Aug 19 → Aug 20 Incomplete ▶ Running 1 33
Aug 20 → Sep 5 Reschedule ▶ Running 11 44
Dispatch 0.0d
Coordinators 27.2d
Field Work 46.6d
Incomplete 2.0d (excluded)
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
27.2 days
Over SLA
Field Work
46.6 days
Over SLA
Incomplete (excluded from total)
2.0 days
Billing
0.0 days
Created: Jul 3, 2025 Due: Jul 31, 2025 Completed: Oct 15, 2025 (75 days late)
📅
71.5 days Total Age
⏱️
27.5d in Completed Longest Stage
🔄
11 transitions Status Changes
⚠️
65.8d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00507712
EZ Way - request for PM visit - ST Louis, MO
Closed
Preventative Maintenance inspection requested for 1 EZ Way full body lift. 1st visit- to complete inspections and record on paperwork if replacement parts are needed 2nd visit - possible depending on results from 1st visit and customer’s needs. Fm# 5-002L-SC – fill out. (includes parts list on 2nd page if any parts are recommended for replacement) 1) EMSAR technician must return copies of Stand checklist – signed by facility contact. 2) Please let Heather/EZ Way know date of appt. – hmccormick@ezlifts.com EMSAR technician must return form# 5-002L-SC (per unit) – signed by facility contact. If tech runs into any issues, please contact Service Dept (Casey, Andrea, Heather) (800)627-8940 and press ‘3’ for Service (available 7:00 am to 4:30 pm Central Time)
Priority
Standard
Origin
Email
Reason
New Case
Contact
Ken Kelly
Owner
Kimberly Hardison
Created
Jul 3, 2025
Work Orders from this Case (1)
WO-01286440 (current) Invoiced
Preventive Maintenance • Kevin Cox
Created: Jul 3, 2025 • Closed: Oct 15, 2025
Completed with significant delays
Invoiced • 244 days old
🚨
Primary Delay 27.5 days stuck in "Completed"
⏱️
Total Delay 65.8 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
2.5d / 1.0d SLA
Assigned
7.0d / 0.5d SLA
Scheduled
6.0d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Tech Off Site
19.0d / 2.0d SLA
Incomplete
2.0d
Reschedule
11.7d / 2.0d SLA
Completed
27.5d / 1.0d SLA
Closed
1.6d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10/21/25 CDempsey- attached checklist and sent to AR dept.

10/13/25 CDempsey- following up for update on course of action needing to be taken.

9/12/25 CDempsey- followed up via email to see if there is an update.

9/5/25 CDempsey- Kevin contacted EZ WAY and was told to quote customer. Info forwarded on to J Johnson.

9/5/2025 Kcox call and left message for casey to call me back regarding battery's for this work order


9/5/2025 Sramen - nothing more has been done with this. sent chatter to FSE/SUP/FOM/ ASM & BK for assistance.

9/3/2025 Sramen - teams message to CDempsey in the service pod chat asking for assistance.


8/25 KKelch sent chatter to FSE/SUP to order parts

8/20 KWeiss, Placing w/o in reschedule. W/O is a manufacturer dispatch. Tech will need to contact EZ Way for batteries. Per notes in problem description,

If tech runs into any issues, please contact Service Dept (Casey, Andrea, Heather) (800)627-8940 and press ‘3’ for Service (available 7:00 am to 4:30 pm Central Time). No parts for L2 to order.

8/8/25 CDempsey- contacted tech about Past Scheduled wo's.

8/4/25 CDempsey- asking Kevin about this wo again.

7/28/25 CDempsey- contacted Kevin about his plan for this wo.

7/16 KHensley called Ken back to schedule for 7/23 between 9 and 10 am. Customer confirmed. 

7/16 KHensley called Ken to schedule for 7/23 between 9 and 10 am. Left VM. 

🔧 Work Performed
found that one battery was at 5.5 volts and the the other battery was at 6.5 volts and would not take a charge on the charger but charger was putting out 27.6 volts so the charger is working spoke with customer about battery's
🔍 Technician Findings
arrived onsite to find that the battery's where dead and would not take a charge
⚠️ Problem Description
Preventative Maintenance inspection requested for 1 EZ Way full body lift. 1st visit- to complete inspections and record on paperwork if replacement parts are needed 2nd visit - possible depending on results from 1st visit and customer’s needs. Fm# 5-002L-SC – fill out. (includes parts list on 2nd page if any parts are recommended for replacement) 1) EMSAR technician must return copies of Stand checklist – signed by facility contact. 2) Please let Heather/EZ Way know date of appt. – hmccormick@ezlifts.com EMSAR technician must return form# 5-002L-SC (per unit) – signed by facility contact. If tech runs into any issues, please contact Service Dept (Casey, Andrea, Heather) (800)627-8940 and press ‘3’ for Service (available 7:00 am to 4:30 pm Central Time)
📄 Description
EZ Way L500 (Series) Smart Lift (L500PN, L500PS)

Timeline

📞
Case Linked Jul 3, 10:02 AM
Case Number: 00507712
Subject: EZ Way - request for PM visit - ST Louis, MO
Status: Closed
📋
Work Order Created Jul 3, 3:48 PM
Work Order: WO-01286440
Type: Preventive Maintenance
Priority: PSM
📅
Status: Ready for Scheduling by Kimberly Hardison Jul 3, 4:06 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 18m
⏳ 3.0 business days
👷
▶
2 Status: Assigned Jul 8, 9:39 AM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Kaitlyn Kelch
Technician: Kevin Cox
⚠️ 7.0 business days
🗓️
▶
2 Status: Scheduled Jul 16, 10:43 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-07-23T14:00:00.000+0000
⚠️ 6.0 business days
🔧
Status: Tech On Site by Kevin Cox Jul 23, 10:52 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 7d 0h
🚗
Status: Tech Off Site by Kevin Cox Jul 23, 11:32 AM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 39m
⏱️
3x Labor Added Jul 23, 2:00 PM
Type: Labor, Travel
Status: Open
Qty: 0.58333333333333, 0.66666666666667, 19
🚨 19.0 business days
✔️
Status: Completed by Kevin Cox Aug 18, 8:11 PM
From: Tech Off Site, Completed
To: Completed, Incomplete
Duration in Previous: 26d 8h, 0m
⏳ 2.5 business days
🔄
Status: Reschedule by Keith Weiss Aug 20, 2:25 PM
From: Incomplete
To: Reschedule
Duration in Previous: 1d 18h
🚨 12.0 business days
✔️
Status: Completed by Kevin Cox Sep 5, 4:14 PM
From: Reschedule
To: Completed
Duration in Previous: 16d 1h
🚨 28.0 business days
🏁
Status: Closed by Kevin Cox Oct 15, 2:54 PM
From: Completed
To: Closed
Duration in Previous: 39d 22h
⏳ 2.0 business days
📄
▶
2 Status: Ready to Bill Oct 16, 3:18 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⏳ 4.0 business days
🧾
Invoice Created Oct 21, 12:26 PM
Invoice Number: SM-243732

Bottlenecks

Ready for Scheduling
Duration: 2.5 business days (threshold: 1.0 business days)
Exceeded by 1.5 business days
Assigned
Duration: 7.0 business days (threshold: 4.0 business hours)
Exceeded by 6.5 business days
Scheduled
Duration: 6.0 business days (threshold: 2.0 business days)
Exceeded by 4.0 business days
Tech Off Site
Duration: 19.0 business days (threshold: 2.0 business days)
Exceeded by 17.0 business days
Reschedule
Duration: 11.7 business days (threshold: 2.0 business days)
Exceeded by 9.7 business days
Completed
Duration: 27.5 business days (threshold: 1.0 business days)
Exceeded by 26.5 business days
Closed
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 5.1 business hours

🔗 Related Artifacts

📞
Case 00507712
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Preventive Maintenance
Branch
Corporate
Technician
Kevin Cox
Scheduled
N/A
Created
Jul 3, 3:48 PM
Invoice #
SM-243732

Work Details (3)

Name Type Status Qty Amount Date
WL-02875851 Labor Open 0.58333333333333 $0.00 Jul 23, 2:00 PM
WL-02875852 Labor Open 0.66666666666667 $90.00 Jul 23, 2:00 PM
WL-02875853 Travel Open 19 $100.00 Jul 23, 2:00 PM

Details