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WO-01298466 ↗ ServiceMax

GE HEALTHCARE • Training • PC

📍 Bernard Thompson Trunk Stock — 290 Cunningham Lawrence Rd., Sherburne NY, 13460

Aug 19, 2025 → Sep 12, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Sep 12, 2025
✗ SLA Missed
Active: 17 biz days
🕐 Clock stopped: Completed (Sep 13, 2025)
▶ Clock Running
Status: Created
Aug 19 → Aug 19, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Aug 19 → Aug 19, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Aug 19 → Aug 19, 2025
0 business days (counted)
Running total: 0 of ? biz days used
17d
▶ Clock Running
Status: Scheduled
Aug 19 → Sep 13, 2025
17 business days (counted)
Running total: 17 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 13 → Sep 13, 2025
0 business days (counted)
Running total: 17 of ? biz days used
Created: Aug 19, 2025 Completed: Sep 13, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Aug 19 → Aug 19 Created ▶ Running 0 0
Aug 19 → Aug 19 Ready for Scheduling ▶ Running 0 0
Aug 19 → Aug 19 Assigned ▶ Running 0 0
Aug 19 → Sep 13 Scheduled ▶ Running 17 17
Sep 13 → Sep 13 Tech On Site ▶ Running 0 17
Dispatch 0.0d
Coordinators 17.8d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
17.8 days
Over SLA
Billing
0.0 days
Created: Aug 19, 2025 Due: Sep 12, 2025 Completed: Sep 13, 2025 (on time)
📅
17.8 days Total Age
⏱️
17.5d in Scheduled Longest Stage
🔄
7 transitions Status Changes
⚠️
15.5d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
24 lines Work Details
🚩
6 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚨
6 On-Site Visits
6 on-site visits — critical red flag: repeated failure to resolve
👤 Self-scheduled by Bernard Thompson — scheduling delays attributed to technician, not coordinators
Visit 1 Sep 7, 2025
Visit 2 Sep 8, 2025
Visit 3 Sep 9, 2025
Visit 4 Sep 10, 2025
Visit 5 Sep 11, 2025
Visit 6 Sep 12, 2025

AI Analysis

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Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00519902
Training Request
Closed
District: East Technician: Bernard Thompson Tech Phone Number: 1-347-585-0509 Tech Email Address: Bernard.Thompson@emsar.com OJT work orders 8/25-8/29 Q: Service Type (pm, repair, other)?: Q: Make / Model?: Q: Service Performed?: Q: Mentor?:
Priority
High
Origin
Email
Reason
New Case
Contact
Medical Bed Skillset
Owner
Shelby Robinson
Created
Aug 18, 2025
Work Orders from this Case (3)
WO-01298457 Invoiced
Cross-Training • Bernard Thompson
Created: Aug 19, 2025 • Closed: Aug 29, 2025
WO-01298458 Canceled
Cross-Training
Created: Aug 19, 2025
WO-01298466 (current) Invoiced
Training • Bernard Thompson
Created: Aug 19, 2025 • Closed: Sep 12, 2025
Completed with significant delays
Invoiced • 197 days old
🚨
Primary Delay 17.5 days stuck in "Scheduled"
⏱️
Total Delay 15.5 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
0.3d / 1.0d SLA
Scheduled
17.5d / 2.0d SLA
Tech On Site
0.0d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
Completed training with Ken
🔍 Technician Findings
Bed Training
⚠️ Problem Description
District: East Technician: Bernard Thompson Tech Phone Number: 1-347-585-0509 Tech Email Address: Bernard.Thompson@emsar.com Courses: Medical Beds (GE) Start Date: 8/24/2025 Mentor: Ken Lencara EMSAR U courses

Timeline

📞
Case Linked Aug 18, 2:30 PM
Case Number: 00519902
Subject: Training Request
Status: Closed
📋
▶
2 Work Order Created Aug 19, 1:48 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Shelby Robinson
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
3 Technician Assigned Aug 19, 4:13 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 2h 23m, 0m
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-08-25T12:00:00.000+0000
💵
3x Expenses Added Aug 19, 5:00 PM
Type: Expenses
Status: Open
Qty: 1
⏳ 3.9 business days
📅
Dispatch Scheduled by Kourtney Smith Aug 22, 8:02 AM
Scheduled For: 2025-09-08T12:00:00.000+0000
🚨 10.0 business days
🚗
5x Travel Added Sep 7, 5:47 PM
Type: Travel, Expenses, Labor
Status: Open
Qty: 85, 61, 9
⏳ 4.0 business days
⏱️
8x Labor Added Sep 11, 1:03 PM
Type: Labor, Expenses
Status: Open
Qty: 8, 1
⏳ 2.0 business days
💵
▶
3 8x Expenses Added Sep 12, 8:33 PM
8x Expenses Added → Status: Tech On Site → Status: Completed
🔧
Status: Tech On Site by Bernard Thompson
From: Scheduled
To: Tech On Site
Duration in Previous: 24d 4h
✔️
Status: Completed by Bernard Thompson
From: Tech On Site
To: Completed
Duration in Previous: 1m
🏁
Status: Closed by Bernard Thompson Sep 12, 8:45 PM
From: Completed
To: Closed
Duration in Previous: 9m
⏳ 1.4 business days
📄
▶
2 Status: Ready to Bill Sep 15, 10:36 AM
Status: Ready to Bill → Status: Invoice Pending
📨
Status: Invoice Pending by Hannah Shaw
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 1m, 0m
⏳ 3.0 business days
🧾
Invoice Created Sep 17, 9:26 PM
Invoice Number: SM-240923

Bottlenecks

Scheduled
Duration: 17.5 business days (threshold: 2.0 business days)
Exceeded by 15.5 business days

🔗 Related Artifacts

📞
Case 00519902
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Training
Branch
N/A
Technician
Bernard Thompson
Scheduled
Sep 8, 8:00 AM
Created
Aug 19, 1:48 PM
Invoice #
SM-240923

Work Details (24)

Name Type Status Qty Amount Date
WL-02907205 Expenses Open 1 $0.00 Aug 19, 5:00 PM
WL-02907206 Expenses Open 1 $0.00 Aug 19, 5:00 PM
WL-02907207 Expenses Open 1 $0.00 Aug 19, 5:00 PM
WL-02927802 Travel Open 85 $0.00 Sep 7, 5:47 PM
WL-02927803 Travel Open 61 $0.00 Sep 7, 5:47 PM
WL-02927804 Expenses Open 1 $0.00 Sep 7, 5:47 PM
WL-02927805 Labor Open 9 $0.00 Sep 7, 5:47 PM
WL-02927806 Expenses Open 1 $0.00 Sep 7, 5:47 PM
WL-02932473 Labor Open 8 $0.00 Sep 11, 1:03 PM
WL-02932474 Labor Open 8 $0.00 Sep 11, 1:03 PM
WL-02932475 Labor Open 8 $0.00 Sep 11, 1:03 PM
WL-02932476 Labor Open 8 $0.00 Sep 11, 1:03 PM
WL-02932477 Expenses Open 1 $0.00 Sep 11, 1:03 PM
WL-02932478 Expenses Open 1 $0.00 Sep 11, 1:03 PM
WL-02932479 Expenses Open 1 $0.00 Sep 11, 1:03 PM
WL-02932480 Expenses Open 1 $0.00 Sep 11, 1:03 PM
WL-02934884 Expenses Open 1 $0.00 Sep 12, 8:33 PM
WL-02934885 Labor Open 10 $0.00 Sep 12, 8:33 PM
WL-02934886 Travel Open 85 $0.00 Sep 12, 8:33 PM
WL-02934887 Travel Open 65 $0.00 Sep 12, 8:33 PM
WL-02934888 Expenses Open 1 $0.00 Sep 12, 8:33 PM
WL-02934889 Expenses Open 1 $0.00 Sep 12, 8:33 PM
WL-02934890 Expenses Open 1 $0.00 Sep 12, 8:33 PM
WL-02934891 Expenses Open 1 $0.00 Sep 12, 8:33 PM

Details