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WO-01298062 ↗ ServiceMax

AGAWAM FIRE DEPARTMENT • Preventive Maintenance • PSM

📍 Agawam Fire Department — 800 Main Street, Agawam MA, 01001

Aug 18, 2025 → Sep 10, 2025

✅ Completed
PSM
SLA Clock
Last business day of August 2025 · Target: Aug 29, 2025
✗ SLA Missed (6 biz days late)
Active: 16 biz days
🕐 Clock stopped: Invoiced (Sep 10, 2025)
▶ Clock Running
Status: Created
Aug 18 → Aug 18, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Aug 18 → Aug 19, 2025
1 business day (counted)
Running total: 1 of ? biz days used
▶ Clock Running
Status: Assigned
Aug 19 → Aug 20, 2025
1 business day (counted)
Running total: 2 of ? biz days used
6d
▶ Clock Running
Status: Scheduled
Aug 20 → Aug 28, 2025
6 business days (counted)
Running total: 8 of ? biz days used
▶ Clock Running
Status: Entered
Aug 28 → Aug 28, 2025
0 business days (counted)
Running total: 8 of ? biz days used
▶ Clock Running
Status: Assigned
Aug 28 → Aug 28, 2025
0 business days (counted)
Running total: 8 of ? biz days used
3d
▶ Clock Running
Status: Scheduled
Aug 28 → Sep 3, 2025
3 business days (counted)
Running total: 11 of ? biz days used
▶ Clock Running
Status: Reschedule
Sep 3 → Sep 4, 2025
1 business day (counted)
Running total: 12 of ? biz days used
3d
▶ Clock Running
Status: Scheduled
Sep 4 → Sep 9, 2025
3 business days (counted)
Running total: 15 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 9 → Sep 9, 2025
0 business days (counted)
Running total: 15 of ? biz days used
▶ Clock Running
Status: 04-Scheduled
Sep 9 → Sep 10, 2025
1 business day (counted)
Running total: 16 of ? biz days used
Created: Aug 18, 2025 Invoiced: Sep 10, 2025
Show SLA Clock Detail (11 periods)
Period Status Clock Biz Days Running Total
Aug 18 → Aug 18 Created ▶ Running 0 0
Aug 18 → Aug 19 Ready for Scheduling ▶ Running 1 1
Aug 19 → Aug 20 Assigned ▶ Running 1 2
Aug 20 → Aug 28 Scheduled ▶ Running 6 8
Aug 28 → Aug 28 Entered ▶ Running 0 8
Aug 28 → Aug 28 Assigned ▶ Running 0 8
Aug 28 → Sep 3 Scheduled ▶ Running 3 11
Sep 3 → Sep 4 Reschedule ▶ Running 1 12
Sep 4 → Sep 9 Scheduled ▶ Running 3 15
Sep 9 → Sep 9 Tech On Site ▶ Running 0 15
Sep 9 → Sep 10 04-Scheduled ▶ Running 1 16
Dispatch 0.0d
Coordinators 21.0d
Field Work 1.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
21.0 days
Over SLA
Field Work
1.0 days
Created: Aug 18, 2025 Due: Sep 30, 2025 Completed: Sep 10, 2025 (20 days early)
📅
17.0 days Total Age
⏱️
7.0d in Scheduled Longest Stage
🔄
10 transitions Status Changes
⚠️
12.5d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
11 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00519545
eBiotrack - Automated New Inspection Created
Closed
Annual Equipment PM 11 pieces https://www.ebiotrack.com/inspection.php?iid=29367
Priority
Standard
Origin
Email
Reason
New Case
Contact
Mark Theroux
Owner
Sherry Reich
Created
Aug 16, 2025
Work Orders from this Case (1)
WO-01298062 (current) Invoiced
Preventive Maintenance • Luis Torres
Created: Aug 18, 2025 • Closed: Sep 10, 2025
Completed with significant delays
Invoiced • 198 days old
🚨
Primary Delay 7.0 days stuck in "Scheduled"
⏱️
Total Delay 12.5 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
2.0d / 1.0d SLA
Assigned
2.0d / 0.5d SLA
Scheduled
15.0d / 2.0d SLA
Reschedule
2.0d / 2.0d SLA
Tech On Site
1.0d / 1.0d SLA
04-Scheduled
1.4d
Closed
2.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

9/10 KSmith -- Spoke with Luis and this WO should be closed. Teams message to Matt to close WO for FSE. System between SMX and EBT glitched and put the WO back in Scheduled status

9/10 KSmith -- Text FSE for update

9/4 KSmith -- Scheduled for 9/9 with Mark

9/3 KSmith -- FSE called out sick the rest of the week. Sent email to reschedule for 9/9

8/20 KSmith -- Scheduled for 9/4 with Mark

8/19 KSmith -- Sent email to schedule for 9/4

🔧 Work Performed
Stryker Medical - 6252 Stair-Pro Serial #: 1909010000023 - Asset ID: 13267005 Stryker Medical - 6252 Stair-Pro Serial #: 160541029 - Asset ID: 13267006 Stryker Medical - 6506 PowerPro Serial #: 160639271 - Asset ID: 13267007 Stryker Medical - 6506 PowerPro Serial #: 1909003500449 - Asset ID: 13267008 Stryker Medical - 6506 PowerPro Serial #: 2202020700249 - Asset ID: 13267009 Stryker Medical - 6252 Stair-Pro Serial #: 2201010000213 - Asset ID: 13267010 Stryker Corporation - Stryker 6390 PowerLoad Serial #: 2203012400157 - Asset ID: 13267011 Stryker Medical - 6506 PowerPro Serial #: 150441102 - Asset ID: 13267004
⚠️ Problem Description
Annual Equipment PM 11 pieces https://www.ebiotrack.com/inspection.php?iid=29367

Timeline

📞
Case Linked Aug 16, 1:00 AM
Case Number: 00519545
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
⏳ 1.0 business days
📋
▶
2 Work Order Created Aug 18, 8:41 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
⏳ 2.0 business days
👷
▶
2 Technician Assigned Aug 19, 11:03 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1d 2h
⏳ 2.0 business days
🗓️
▶
2 Status: Scheduled Aug 20, 11:56 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-09-04T13:00:00.000+0000
⚠️ 7.0 business days
🆕
▶
3 Status: Entered Aug 28, 11:03 AM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kourtney Smith
Technician: Luis Torres
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-09-04T13:00:00.000+0000
⏳ 4.0 business days
🔄
Status: Reschedule by Kourtney Smith Sep 3, 10:01 AM
From: Scheduled
To: Reschedule
Duration in Previous: 5d 22h
⏳ 2.0 business days
🗓️
▶
2 Status: Scheduled Sep 4, 10:17 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-09-09T14:30:00.000+0000
⏳ 4.0 business days
🔧
Status: Tech On Site by Luis Torres Sep 9, 8:33 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 22h
⏱️
▶
2 11x Labor Added Sep 9, 4:44 PM
11x Labor Added → Status: 04-Scheduled
📋
Status: 04-Scheduled by Ben Saur
From: Tech On Site
To: 04-Scheduled
Duration in Previous: 8h 11m
🏁
Status: Closed by Ben Saur Sep 10, 10:40 AM
From: 04-Scheduled
To: Closed
Duration in Previous: 17h 55m
📄
Status: Ready to Bill by Diane Patton Sep 11, 9:37 AM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 22h 57m, 0m
🚨 25.0 business days
🧾
Invoice Created Oct 16, 1:05 PM
Invoice Number: SM-240572

Bottlenecks

Ready for Scheduling
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Assigned
Duration: 2.0 business days (threshold: 4.0 business hours)
Exceeded by 1.5 business days
Scheduled
Duration: 7.0 business days (threshold: 2.0 business days)
Exceeded by 5.0 business days
Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00519545
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Preventive Maintenance
Branch
ERLA - PROD
Technician
Luis Torres
Scheduled
Sep 9, 10:30 AM
Created
Aug 18, 8:41 AM
Invoice #
SM-240572

Work Details (11)

Name Type Status Qty Amount Date
WL-02930108 Labor Open 0.5 $0.00 Sep 9, 4:44 PM
WL-02930109 Labor Open 0.75 $0.00 Sep 9, 4:44 PM
WL-02930110 Labor Open 0.5 $0.00 Sep 9, 4:44 PM
WL-02930111 Labor Open 0.75 $0.00 Sep 9, 4:44 PM
WL-02930112 Labor Open 0.75 $0.00 Sep 9, 4:44 PM
WL-02930113 Labor Open 0.75 $0.00 Sep 9, 4:44 PM
WL-02930114 Labor Open 0.5 $0.00 Sep 9, 4:44 PM
WL-02930115 Labor Open 0.5 $0.00 Sep 9, 4:44 PM
WL-02930116 Labor Open 1.5 $0.00 Sep 9, 4:44 PM
WL-02930117 Travel Open 50 $0.00 Sep 9, 4:44 PM
WL-02930118 Labor Open 0.33333333333333 $0.00 Sep 9, 4:44 PM

Details