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WO-01299096 ↗ ServiceMax

ShurMed EMS • Evaluation • P7

📍 ShurMed EMS - Network Blvd. — 12000 Network Blvd., Ste. 410, San Antonio TX, 78249

Aug 22, 2025 → Sep 9, 2025

✅ Completed
P7
SLA Clock
7 business days from creation · Target: Sep 3, 2025
✗ SLA Missed (2 biz days late)
Active: 9 biz days
Paused: 2 biz days
Budget: 7 biz days
🕐 Clock stopped: Completed (Sep 9, 2025)
SLA Target
▶ Clock Running
Status: Created
Aug 22 → Aug 22, 2025
0 business days (counted)
Running total: 0 of 7 biz days used
▶ Clock Running
Status: Ready for Scheduling
Aug 22 → Aug 22, 2025
0 business days (counted)
Running total: 0 of 7 biz days used
1d
▶ Clock Running
Status: Assigned
Aug 22 → Aug 25, 2025
1 business day (counted)
Running total: 1 of 7 biz days used
3d
▶ Clock Running
Status: Scheduled
Aug 25 → Aug 28, 2025
3 business days (counted)
Running total: 4 of 7 biz days used
⏸2d
⏸ Clock Paused
Status: Awaiting Parts
Aug 28 → Sep 2, 2025
2 business days (not counted)
▶ Clock Running
Status: Reschedule
Sep 2 → Sep 2, 2025
0 business days (counted)
Running total: 4 of 7 biz days used
▶ Clock Running
Status: Assigned
Sep 2 → Sep 3, 2025
1 business day (counted)
Running total: 5 of 7 biz days used
4d
▶ Clock Running
Status: Scheduled
Sep 3 → Sep 9, 2025
4 business days (counted)
Running total: 9 of 7 biz days used
▶ Clock Running
Status: Tech On Site
Sep 9 → Sep 9, 2025
0 business days (counted)
Running total: 9 of 7 biz days used
Created: Aug 22, 2025 Completed: Sep 9, 2025
Business Days Used 9 / 7
0 7d budget +2d over
Show SLA Clock Detail (9 periods)
Period Status Clock Biz Days Running Total
Aug 22 → Aug 22 Created ▶ Running 0 0 / 7
Aug 22 → Aug 22 Ready for Scheduling ▶ Running 0 0 / 7
Aug 22 → Aug 25 Assigned ▶ Running 1 1 / 7
Aug 25 → Aug 28 Scheduled ▶ Running 3 4 / 7
Aug 28 → Sep 2 Awaiting Parts ⏸ Paused 2 —
Sep 2 → Sep 2 Reschedule ▶ Running 0 4 / 7
Sep 2 → Sep 3 Assigned ▶ Running 1 5 / 7
Sep 3 → Sep 9 Scheduled ▶ Running 4 9 / 7
Sep 9 → Sep 9 Tech On Site ▶ Running 0 9 / 7
Dispatch 0.0d
Material Management 3.0d
Coordinators 12.6d
Field Work 1.0d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
3.0 days
Coordinators
12.6 days
Over SLA
Field Work
1.0 days
Billing
0.0 days
Created: Aug 22, 2025 Due: Sep 10, 2025 Completed: Sep 9, 2025 (1 days early)
📅
12.0 days Total Age
⏱️
5.0d in Scheduled Longest Stage
🔄
12 transitions Status Changes
⚠️
7.9d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
6 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 Anthony Wirth — scheduling delays attributed to technician, not coordinators
Visit 1 Aug 28, 2025
Visit 2 Sep 9, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00521006
EMS L2 Review
Closed
Q-00029671 stretcher that are not locking in place when you pull them out. Stryker Powerload stetchers, SN 2112020700033 and SN 2010020700131 Parts TBD if needed.
Priority
High
Origin
Phone
Reason
New Case
Contact
Esme Ruiz
Owner
Jessica Sells
Created
Aug 21, 2025
Work Orders from this Case (2)
WO-01299096 (current) Invoiced
Evaluation • Anthony Wirth
Created: Aug 22, 2025 • Closed: Sep 9, 2025
WO-01299097 Invoiced
Evaluation • Anthony Wirth
Created: Aug 22, 2025 • Closed: Aug 28, 2025
Completed with minor delays
Invoiced • 194 days old
🚨
Primary Delay 5.0 days stuck in "Scheduled"
⏱️
Total Delay 7.9 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
0.0d / 1.0d SLA
Assigned
3.6d / 0.5d SLA
Scheduled
9.0d / 2.0d SLA
Awaiting Parts
3.0d / 3.0d SLA
Reschedule
0.0d / 2.0d SLA
Tech On Site
0.9d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.3d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

9/3 KKelch called Esme to schedule for 9/9 between 9 and 10 am. Customer confirmed. 

9/2 KKelch waiting on ETA to update prior to scheduling

8/25 KKelch called Esme to schedule for 8/28 between 9 and 10 am. Customer confirmed. Call logged on WO-01299096

8/22/2025jsells

Q-00029671

🔧 Work Performed
8/28 - Talked with customer who reported the unit won't lock into place. During disassembly, I found that the transfer lock and pin are worn and need replacement. I reassembled the unit and ordered the necessary kit. 9/9 Arrived on site and replaced the part that was ordered, then a full functional checked.
🔍 Technician Findings
Found the power load needs new transfer lock and pin kit.
⚠️ Problem Description
Q-00029671 stretcher that are not locking in place when you pull them out. SN 2112020700033 Parts TBD if needed.
📄 Description
Stryker 6506 Power-PRO XT Power Cot

Timeline

📞
Case Linked Aug 21, 1:49 PM
Case Number: 00521006
Subject: EMS L2 Review
Status: Closed
📋
▶
2 Work Order Created Aug 22, 10:52 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 2m
👷
▶
2 Technician Assigned Aug 22, 11:03 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 9m
⏳ 2.0 business days
🗓️
▶
2 Status: Scheduled Aug 25, 9:22 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-08-28T14:00:00.000+0000
⏳ 4.0 business days
📦
▶
3 Parts Requested Aug 28, 11:33 AM
Parts Requested → Status: Awaiting Parts → Labor Added
📦
Status: Awaiting Parts by Anthony Wirth
From: Scheduled
To: Awaiting Parts
Duration in Previous: 3d 2h
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 1
⏳ 3.0 business days
💵
▶
2 2x Expenses Added Sep 2, 3:06 PM
2x Expenses Added → Status: Reschedule
🔄
Status: Reschedule by Brittany Peters
From: Awaiting Parts
To: Reschedule
Duration in Previous: 5d 3h
👷
▶
2 Technician Assigned Sep 2, 3:24 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Reschedule
To: Assigned
Duration in Previous: 16m
📅
▶
2 Dispatch Scheduled Sep 3, 11:56 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Assigned
To: Scheduled
Duration in Previous: 20h 32m
⚠️ 5.0 business days
🔧
Status: Tech On Site by Anthony Wirth Sep 9, 9:44 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 21h
✔️
▶
2 Status: Completed Sep 9, 5:16 PM
Status: Completed → 3x Labor Added
⏱️
3x Labor Added
Type: Labor, Travel
Status: Open
Qty: 1.25, 30
🏁
Status: Closed by Anthony Wirth Sep 9, 5:26 PM
From: Completed
To: Closed
Duration in Previous: 10m
⏳ 1.8 business days
📄
▶
2 Status: Ready to Bill Sep 10, 5:44 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 3m
⏳ 3.8 business days
🧾
Invoice Created Sep 15, 10:07 AM
Invoice Number: SM-240561

Bottlenecks

Assigned
Duration: 2.0 business days (threshold: 4.0 business hours)
Exceeded by 1.5 business days
Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Assigned
Duration: 1.6 business days (threshold: 4.0 business hours)
Exceeded by 1.1 business days
Scheduled
Duration: 5.0 business days (threshold: 2.0 business days)
Exceeded by 3.0 business days
Closed
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.6 business hours

🔗 Related Artifacts

📞
Case 00521006
Closed
📦
Parts Order 00080932
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P7
Type
Evaluation
Branch
ERLA - PROD
Technician
Anthony Wirth
Scheduled
Sep 9, 10:00 AM
Created
Aug 22, 10:52 AM
Invoice #
SM-240561

Work Details (6)

Name Type Status Qty Amount Date
WL-02918342 Labor Open 1 $130.00 Aug 28, 11:36 AM
WL-02922471 Expenses Open 1 $17.09 Sep 2, 3:06 PM
WL-02922472 Parts Open 1 $478.80 Sep 2, 3:07 PM
WL-02930198 Labor Open 1.25 $162.50 Sep 9, 5:20 PM
WL-02930199 Labor Open 1 $130.00 Sep 9, 5:20 PM
WL-02930200 Travel Open 30 $21.00 Sep 9, 5:20 PM

Details