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WO-01299097 ↗ ServiceMax

ShurMed EMS • Evaluation • P7

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

Aug 22, 2025 → Aug 28, 2025

✅ Completed
P7
SLA Clock
7 business days from creation · Target: Sep 3, 2025
✓ SLA Met (3 biz days early)
Active: 4 biz days
Budget: 7 biz days
🕐 Clock stopped: Tech Off Site (Aug 28, 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
▶ Clock Running
Status: Tech On Site
Aug 28 → Aug 28, 2025
0 business days (counted)
Running total: 4 of 7 biz days used
Created: Aug 22, 2025 Tech Off Site: Aug 28, 2025
Business Days Used 4 / 7
0 7d budget
Show SLA Clock Detail (5 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 → Aug 28 Tech On Site ▶ Running 0 4 / 7
Dispatch 0.0d
Coordinators 6.0d
Field Work 0.6d
Billing 0.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
6.0 days
Over SLA
Field Work
0.6 days
Billing
0.0 days
Created: Aug 22, 2025 Due: Sep 3, 2025 Completed: Aug 28, 2025 (6 days early)
📅
5.0 days Total Age
⏱️
4.0d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
5.2d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

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 Invoiced
Evaluation • Anthony Wirth
Created: Aug 22, 2025 • Closed: Sep 9, 2025
WO-01299097 (current) Invoiced
Evaluation • Anthony Wirth
Created: Aug 22, 2025 • Closed: Aug 28, 2025
Completed with minor delays
Invoiced • 194 days old
🚨
Primary Delay 4.0 days stuck in "Scheduled"
⏱️
Total Delay 5.2 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
2.0d / 0.5d SLA
Scheduled
4.0d / 2.0d SLA
Tech On Site
0.2d / 1.0d SLA
Completed
0.3d / 1.0d SLA
Closed
2.7d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

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
Found a tool star bit lodged in the unit's rails during disassembly. Removed the obstruction, reassembled the unit, and confirmed it's now fully functional.
🔍 Technician Findings
The unit power load had a tool bit in the rail.
⚠️ Problem Description
Q-00029671 stretcher that are not locking in place when you pull them out. SN 2010020700131 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: 8m
⏳ 2.0 business days
🗓️
▶
2 Status: Scheduled Aug 25, 9:23 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-08-28T14:00:00.000+0000
⏳ 4.0 business days
🔧
Status: Tech On Site by Anthony Wirth Aug 28, 9:44 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 3d 0h
⏱️
▶
2 3x Labor Added Aug 28, 11:35 AM
3x Labor Added → Status: Tech Off Site
🚗
Status: Tech Off Site by Anthony Wirth
From: Tech On Site, Tech Off Site
To: Tech Off Site, Completed
Duration in Previous: 1h 56m, 0m
🏁
Status: Closed by Anthony Wirth Aug 28, 2:14 PM
From: Completed
To: Closed
Duration in Previous: 2h 33m
⏳ 3.0 business days
📄
▶
2 Status: Ready to Bill Sep 2, 4:14 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
⏳ 2.0 business days
🧾
Invoice Created Sep 3, 7:26 PM
Invoice Number: SM-239719

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
Closed
Duration: 2.7 business days (threshold: 1.0 business days)
Exceeded by 1.7 business days

🔗 Related Artifacts

📞
Case 00521006
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P7
Type
Evaluation
Branch
ERLA - PROD
Technician
Anthony Wirth
Scheduled
Aug 28, 10:00 AM
Created
Aug 22, 10:52 AM
Invoice #
SM-239719

Work Details (3)

Name Type Status Qty Amount Date
WL-02918334 Labor Open 0.5 $65.00 Aug 28, 11:35 AM
WL-02918335 Labor Open 1 $130.00 Aug 28, 11:35 AM
WL-02918336 Travel Open 11 $7.70 Aug 28, 11:35 AM

Details