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WO-01296708 ↗ ServiceMax

PET PASSAGES (EMS) • Repair • P7

📍 Pet Passages (EMS) — 348 State Rt. 104, Ontario NY, 14519

Aug 8, 2025 → Jan 5, 2026

✅ Completed
P7
SLA Clock
7 business days from creation · Target: Aug 19, 2025
✗ SLA Missed (21 biz days late)
Active: 28 biz days
Paused: 67 biz days
Budget: 7 biz days
🕐 Clock stopped: Tech Off Site (Dec 29, 2025)
SLA Target
▶ Clock Running
Status: Created
Aug 8 → Aug 8, 2025
0 business days (counted)
Running total: 0 of 7 biz days used
▶ Clock Running
Status: Ready for Scheduling
Aug 8 → Aug 11, 2025
1 business day (counted)
Running total: 1 of 7 biz days used
▶ Clock Running
Status: Assigned
Aug 11 → Aug 22, 2025
9 business days (counted)
Running total: 10 of 7 biz days used
▶ Clock Running
Status: Scheduled
Aug 22 → Aug 28, 2025
4 business days (counted)
Running total: 14 of 7 biz days used
▶ Clock Running
Status: Tech On Site
Aug 28 → Aug 28, 2025
0 business days (counted)
Running total: 14 of 7 biz days used
▶ Clock Running
Status: Tech Off Site
Aug 28 → Aug 28, 2025
0 business days (counted)
Running total: 14 of 7 biz days used
▶ Clock Running
Status: Incomplete
Aug 28 → Sep 2, 2025
2 business days (counted)
Running total: 16 of 7 biz days used
▶ Clock Running
Status: L2 Screening
Sep 2 → Sep 3, 2025
1 business day (counted)
Running total: 17 of 7 biz days used
⏸67d
⏸ Clock Paused
Status: Awaiting Parts
Sep 3 → Dec 11, 2025
67 business days (not counted)
▶ Clock Running
Status: Reschedule
Dec 11 → Dec 12, 2025
1 business day (counted)
Running total: 18 of 7 biz days used
10d
▶ Clock Running
Status: Scheduled
Dec 12 → Dec 29, 2025
10 business days (counted)
Running total: 28 of 7 biz days used
▶ Clock Running
Status: Tech On Site
Dec 29 → Dec 29, 2025
0 business days (counted)
Running total: 28 of 7 biz days used
Created: Aug 8, 2025 Tech Off Site: Dec 29, 2025
Business Days Used 28 / 7
0 7d budget +21d over
Show SLA Clock Detail (12 periods)
Period Status Clock Biz Days Running Total
Aug 8 → Aug 8 Created ▶ Running 0 0 / 7
Aug 8 → Aug 11 Ready for Scheduling ▶ Running 1 1 / 7
Aug 11 → Aug 22 Assigned ▶ Running 9 10 / 7
Aug 22 → Aug 28 Scheduled ▶ Running 4 14 / 7
Aug 28 → Aug 28 Tech On Site ▶ Running 0 14 / 7
Aug 28 → Aug 28 Tech Off Site ▶ Running 0 14 / 7
Aug 28 → Sep 2 Incomplete ▶ Running 2 16 / 7
Sep 2 → Sep 3 L2 Screening ▶ Running 1 17 / 7
Sep 3 → Dec 11 Awaiting Parts ⏸ Paused 67 —
Dec 11 → Dec 12 Reschedule ▶ Running 1 18 / 7
Dec 12 → Dec 29 Scheduled ▶ Running 10 28 / 7
Dec 29 → Dec 29 Tech On Site ▶ Running 0 28 / 7
Dispatch 1.3d
Material Management 68.0d
Coordinators 28.9d
Field Work 6.0d
Incomplete 2.6d (excluded)
Billing 0.0d
✗ SLA Missed
Dispatch
1.3 days
Over SLA
Material Management
68.0 days
Over SLA
Coordinators
28.9 days
Over SLA
Field Work
6.0 days
Over SLA
Incomplete (excluded from total)
2.6 days
Billing
0.0 days
Created: Aug 8, 2025 Due: Dec 18, 2025 Completed: Jan 5, 2026 (17 days late)
📅
100.0 days Total Age
⏱️
68.0d in Awaiting Parts Longest Stage
🔄
17 transitions Status Changes
⚠️
91.3d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
9 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits (1 reschedule)
2 on-site visits — follow-up trip required
👤 Self-scheduled by Erwin Forster — scheduling delays attributed to technician, not coordinators
Visit 1 Aug 28, 2025
Visit 2 Dec 29, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00517269
L2 review
Closed
Accepted Quote Q-00029420 How many pieces of equipment are in need of attention? 4 Manufacturer & Model: Ferno – Mini Cot Serial: 22N-475198, 21N-461075, 17N-371590, 22N-475197 Issue: Extension bar does not extend when the release button is pressed Technician to complete evaluation. if repairs can be completed, more labor may be needed. Parts for tech to have on hand if possibly needed, 2 set screws, 3652000 2 screws, 3352322 2 washers, 3852200 2 spacers, 8663396 2 nuts, 3301400 4 bolts, 3251675 2 rotary locks, 2363286 2 spacers, 8485184 Any further parts TBD
Priority
Standard
Origin
Web
Reason
New Case
Contact
Michael Harris
Owner
John Rolston
Created
Aug 7, 2025
Work Orders from this Case (4)
WO-01296707 Invoiced
Repair • Erwin Forster
Created: Aug 8, 2025 • Closed: Dec 29, 2025
WO-01296708 (current) Invoiced
Repair • Erwin Forster
Created: Aug 8, 2025 • Closed: Jan 5, 2026
WO-01296709 Invoiced
Repair • Erwin Forster
Created: Aug 8, 2025 • Closed: Dec 29, 2025
WO-01296711 Invoiced
Repair • Erwin Forster
Created: Aug 8, 2025 • Closed: Jan 28, 2026
Completed with significant delays
Invoiced • 208 days old
🚨
Primary Delay 68.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 91.3 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.1d / 0.5d SLA
Ready for Scheduling
2.0d / 1.0d SLA
Assigned
9.5d / 0.5d SLA
Scheduled
16.0d / 2.0d SLA
Tech On Site
1.3d / 1.0d SLA
Tech Off Site
0.8d / 2.0d SLA
Incomplete
2.6d
L2 Screening
1.2d / 1.0d SLA
Awaiting Parts
68.0d / 3.0d SLA
Reschedule
1.4d / 2.0d SLA
Completed
4.0d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/29EForster: Unable to close WO as there is an open parts order. Shipment only had 2 of the 3 items listed in the box.


SLA missed due to FSE is fully booked next week and PTO until then.

12/12/25 RBerry- Updated due date based on parts. Updated delay code to technician unavailable based on ASC notes.


12/12 KSmith -- Scheduled for 12/29 with Mike. 8-10am on WO-01296709

12/12 KSmith -- Sent email to Mike to schedule for 12/29. FSE is fully booked next week and PTO until then.

11/24/2025 Sramen - no update this month, moved to high priority as we have 3 other WOs waiting on this parts for this 4th WO.

10/24/2025 - KFricke placed a bulk PO orders on 10/20/2025 that include all parts for this order not in stock to Wilmington: Ferno PO015098

10/15 KSmith -- Teams message to Stephanie to see about updates for this WO. Been sitting for almost 2 months with no updates.

9/22 KSmith -- Shawn is following up with Keith to see why this PO has been sitting open for over two weeks with no movement.

9/17 KSmith -- Teams message to Shawn to check on this one. Part order has been sitting in "Open" status for over two weeks with no movement.

9/15 KSmith -- Awaiting parts shipment

9/8 KSmith -- Awaiting parts shipment

9/1/25 lcoonrod

Added new quote Q-00029817 from case 00523228, sending to L2.  


8/29 KWeiss, Created case and sent to sales for quoting.

8/28 EForster: Travel covered on WO-1296707

8/22/2025 Sramen - parts eta 8/25 for 1296707. Updated due date and removed delay code.

8/22 KSmith -- Scheduled for 8/28 with Mike on WO-01296708

8/22 KSmith -- Sent email to Mike to schedule for 8/28 on WO-01296708

8/20/25 RCook- Spoke with location, advised WO has been released for parts to ship. Advised that I do not have tracking information yet but am hoping this updates with tracking information tomorrow and we will reach out to schedule all WOs together. See logged call on WO-01296707


8/19 KSmith -- Sent email to Michael advising that we are still waiting on parts for 1 unit

8/19/2025 Sramen - parts for 1296707 were back ordered until 8/15. Follow up date is 8/22 so pushing due date on this wo to 8/22 and will alter as needed on that date.

8/19 KSmith -- Waiting on WO-01296707 to come into RFS so all repairs can be scheduled together per customer request

8/18 KSmith -- Waiting on WO-01296707 to come into RFS so all repairs can be scheduled together per customer request

8/14 KSmith -- Waiting on WO-01296707 to come into RFS so all repairs can be scheduled together per customer request

8/13 KSmith -- Waiting on WO-01296707 to come into RFS so all repairs can be scheduled together per customer request

8/12 KSmith -- Waiting on WO-01296707 to come into RFS so all repairs can be scheduled together per customer request

08/08/2025 JRolston - Please schedule with WO-01296707.

🔧 Work Performed
12/29: Disassembled leg extension. Further evaluation determined frame not in need of replacement. Replaced extension rod.
🔍 Technician Findings
8/28: Load extension not latching into locked position. Found load extension spring rod to be bent. Load leg assembly also binding in frame causing it to not extend when release pushed.
⚠️ Problem Description
new quote Q-00029817 (from case 00523228) Accepted Quote Q-00029420 Manufacturer & Model: Ferno – Mini Cot Serial: 21N-461075 Issue: Extension bar does not extend when the release button is pressed https://www.ebiotrack.com/workorder.php?wo=67342
📄 Description
Ferno Mini Cot

Timeline

📞
Case Linked Aug 7, 3:19 PM
Case Number: 00517269
Subject: L2 review
Status: Closed
📋
Work Order Created Aug 8, 10:30 AM
Work Order: WO-01296708
Type: Repair
Priority: P7
📅
Status: Ready for Scheduling by John Rolston Aug 8, 11:17 AM
From: Entered
To: Ready for Scheduling
Duration in Previous: 47m
⏳ 2.0 business days
👷
▶
2 Technician Assigned Aug 11, 3:36 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 3d 4h
🚨 10.0 business days
🗓️
▶
2 Status: Scheduled Aug 22, 9:40 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-08-28T13:00:00.000+0000
⚠️ 5.0 business days
🔧
Status: Tech On Site by Erwin Forster Aug 28, 9:35 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 23h
🚗
Status: Tech Off Site by Erwin Forster Aug 28, 12:57 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 3h 22m
⏱️
Labor Added Aug 28, 3:16 PM
Type: Labor
Status: Open
Qty: 0.91666666666667
⚠️
Status: Incomplete by Erwin Forster Aug 28, 3:31 PM
From: Tech Off Site
To: Incomplete
Duration in Previous: 2h 34m
⏳ 3.0 business days
🔍
Status: L2 Screening by Leona Coonrod Sep 2, 8:57 AM
From: Incomplete
To: L2 Screening
Duration in Previous: 4d 17h
📦
▶
2 Parts Requested Sep 2, 9:52 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Keith Weiss
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 12h 54m
🚨 68.3 business days
🔩
▶
2 3x Parts Added Dec 11, 4:11 PM
3x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Sean Weaver
From: Awaiting Parts
To: Reschedule
Duration in Previous: 99d 19h
🗓️
▶
2 Status: Scheduled Dec 12, 9:49 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-12-29T14:00:00.000+0000
🚨 11.0 business days
🔧
Status: Tech On Site by Erwin Forster Dec 29, 10:11 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 17d 0h
🚗
Status: Tech Off Site by Erwin Forster Dec 29, 4:52 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 6h 40m
🚗
▶
2 2x Travel Added Dec 29, 6:38 PM
2x Travel Added → Labor Added
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 2
⏱️
2x Labor Added Dec 29, 7:52 PM
Type: Labor, Travel
Status: Open
Qty: 0.66666666666667, 18
✔️
Status: Completed by Erwin Forster Dec 29, 8:24 PM
From: Tech Off Site
To: Completed
Duration in Previous: 3h 32m
⏳ 4.4 business days
🏁
Status: Closed by Shawn Rogers Jan 5, 9:21 AM
From: Completed
To: Closed
Duration in Previous: 6d 12h
⏳ 2.0 business days
📄
▶
2 Status: Ready to Bill Jan 6, 1:10 PM
Status: Ready to Bill → Status: Invoice Pending
📨
Status: Invoice Pending by Diane Patton
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 2m
🧾
▶
2 Invoice Created Jan 6, 1:15 PM
Invoice Created → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m

Bottlenecks

Ready for Scheduling
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Assigned
Duration: 9.5 business days (threshold: 4.0 business hours)
Exceeded by 9.0 business days
Scheduled
Duration: 5.0 business days (threshold: 2.0 business days)
Exceeded by 3.0 business days
L2 Screening
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.9 business hours
Awaiting Parts
Duration: 68.0 business days (threshold: 3.0 business days)
Exceeded by 65.0 business days
Scheduled
Duration: 11.0 business days (threshold: 2.0 business days)
Exceeded by 9.0 business days
Completed
Duration: 4.0 business days (threshold: 1.0 business days)
Exceeded by 3.0 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00517269
Closed
📦
Parts Order 00081112
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P7
Type
Repair
Branch
N/A
Technician
Erwin Forster
Scheduled
Dec 29, 9:00 AM
Created
Aug 8, 10:30 AM
Invoice #
SM-250585

Work Details (9)

Name Type Status Qty Amount Date
WL-02918701 Labor Open 0.91666666666667 $149.00 Aug 28, 3:16 PM
WL-03034590 Parts Open 1 $44.00 Dec 11, 4:11 PM
WL-03034592 Parts Open 1 $1.00 Dec 11, 4:11 PM
WL-03034593 Expenses Open 1 $58.78 Dec 11, 4:11 PM
WL-03049350 Travel Open 18 $25.20 Dec 29, 6:38 PM
WL-03049349 Labor Open 1 $130.00 Dec 29, 6:38 PM
WL-03049351 Labor Open 2 $298.00 Dec 29, 6:40 PM
WL-03049434 Labor Open 0.66666666666667 $97.50 Dec 29, 7:52 PM
WL-03049435 Travel Open 18 $0.00 Dec 29, 7:52 PM

Details