Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01300643 ↗ ServiceMax

Toledo Public Schools • Repair • P7

📍 Toledo Public Schools — 3635 Glendale Ave, Toledo OH, 43614

Sep 2, 2025 → Nov 17, 2025

✅ Completed
P7
SLA Clock
7 business days from creation · Target: Sep 11, 2025
✗ SLA Missed (18 biz days late)
Active: 25 biz days
Paused: 27 biz days
Budget: 7 biz days
🕐 Clock stopped: Completed (Nov 17, 2025)
SLA Target
▶ Clock Running
Status: Created
Sep 2 → Sep 2, 2025
0 business days (counted)
Running total: 0 of 7 biz days used
▶ Clock Running
Status: L2 Screening
Sep 2 → Sep 2, 2025
0 business days (counted)
Running total: 0 of 7 biz days used
⏸5d
⏸ Clock Paused
Status: Awaiting Parts
Sep 2 → Sep 9, 2025
5 business days (not counted)
▶ Clock Running
Status: Reschedule
Sep 9 → Sep 9, 2025
0 business days (counted)
Running total: 0 of 7 biz days used
▶ Clock Running
Status: Assigned
Sep 9 → Sep 15, 2025
4 business days (counted)
Running total: 4 of 7 biz days used
▶ Clock Running
Status: Scheduled
Sep 15 → Sep 18, 2025
3 business days (counted)
Running total: 7 of 7 biz days used
▶ Clock Running
Status: Completed
Sep 18 → Sep 18, 2025
0 business days (counted)
Running total: 7 of 7 biz days used
▶ Clock Running
Status: Incomplete
Sep 18 → Sep 18, 2025
0 business days (counted)
Running total: 7 of 7 biz days used
⏸22d
⏸ Clock Paused
Status: Awaiting Parts
Sep 18 → Oct 21, 2025
22 business days (not counted)
▶ Clock Running
Status: Reschedule
Oct 21 → Oct 21, 2025
0 business days (counted)
Running total: 7 of 7 biz days used
▶ Clock Running
Status: Scheduled
Oct 21 → Oct 24, 2025
3 business days (counted)
Running total: 10 of 7 biz days used
▶ Clock Running
Status: Reschedule
Oct 24 → Oct 29, 2025
3 business days (counted)
Running total: 13 of 7 biz days used
7d
▶ Clock Running
Status: Scheduled
Oct 29 → Nov 7, 2025
7 business days (counted)
Running total: 20 of 7 biz days used
▶ Clock Running
Status: Reschedule
Nov 7 → Nov 7, 2025
0 business days (counted)
Running total: 20 of 7 biz days used
5d
▶ Clock Running
Status: Scheduled
Nov 7 → Nov 17, 2025
5 business days (counted)
Running total: 25 of 7 biz days used
Created: Sep 2, 2025 Completed: Nov 17, 2025
Business Days Used 25 / 7
0 7d budget +18d over
Show SLA Clock Detail (15 periods)
Period Status Clock Biz Days Running Total
Sep 2 → Sep 2 Created ▶ Running 0 0 / 7
Sep 2 → Sep 2 L2 Screening ▶ Running 0 0 / 7
Sep 2 → Sep 9 Awaiting Parts ⏸ Paused 5
Sep 9 → Sep 9 Reschedule ▶ Running 0 0 / 7
Sep 9 → Sep 15 Assigned ▶ Running 4 4 / 7
Sep 15 → Sep 18 Scheduled ▶ Running 3 7 / 7
Sep 18 → Sep 18 Completed ▶ Running 0 7 / 7
Sep 18 → Sep 18 Incomplete ▶ Running 0 7 / 7
Sep 18 → Oct 21 Awaiting Parts ⏸ Paused 22
Oct 21 → Oct 21 Reschedule ▶ Running 0 7 / 7
Oct 21 → Oct 24 Scheduled ▶ Running 3 10 / 7
Oct 24 → Oct 29 Reschedule ▶ Running 3 13 / 7
Oct 29 → Nov 7 Scheduled ▶ Running 7 20 / 7
Nov 7 → Nov 7 Reschedule ▶ Running 0 20 / 7
Nov 7 → Nov 17 Scheduled ▶ Running 5 25 / 7
Dispatch 0.0d
Material Management 28.3d
Coordinators 29.4d
Field Work 0.0d
Billing 3.7d
✗ SLA Missed
Dispatch
0.0 days
Material Management
28.3 days
Over SLA
Coordinators
29.4 days
Over SLA
Field Work
0.0 days
Billing
3.7 days
Created: Sep 2, 2025 Due: Oct 24, 2025 Completed: Nov 17, 2025 (23 days late)
📅
53.0 days Total Age
⏱️
22.3d in Awaiting Parts Longest Stage
🔄
18 transitions Status Changes
⚠️
41.5d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
13 lines Work Details
🏠
2 visits On-Site Trips
📋
Coordinator Scheduling
🔄
2 On-Site Visits (4 reschedules)
2 on-site visits — follow-up trip required
Visit 1 Sep 18, 2025
Visit 2 Nov 17, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00523172
L2 Review
Closed
Q-00029829 Has not been used in over 6 years and battery pack and charger is missing. I would like them installed and the lift tested to make certain everything is in safe working condition Manufacturer & Model: RPL450-1 Serial: 07FE003968 Parts needed 1ea charger 1078274, 1ea Battery 1078276
Priority
Standard
Origin
Web
Reason
New Case
Contact
Mark Knapp
Owner
Kimberly Hardison
Created
Aug 29, 2025
Work Orders from this Case (1)
WO-01300643 (current) Invoiced
Repair • Brandon Green
Created: Sep 2, 2025 • Closed: Nov 17, 2025
Completed with significant delays
Invoiced • 183 days old
🚨
Primary Delay 22.3 days stuck in "Awaiting Parts"
⏱️
Total Delay 41.5 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
L2 Screening
0.0d / 1.0d SLA
Awaiting Parts
28.3d / 3.0d SLA
Reschedule
5.3d / 2.0d SLA
Assigned
4.5d / 0.5d SLA
Scheduled
19.5d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
3.1d / 1.0d SLA
Billing Correction Needed
3.7d
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/20/25 DPatton - part with no price; emailed MM

11/7/2025 CRamen spoke with Mark and re-scheduled for Monday 11/17/2025 with tech arrival between 9-11am. 


11/6/2025 CRamen received message at almost 4pm brom BGreen:

 WO-01300643 — Brandon Green to CSA Service Solutions LLC DBA EMSAR Only

@Lawrence Yoder​ @Charles Ramen​  this needs rescheduled. i was not able to get to it yesterday. I did send an email to Lawrence to let him know

11/4/2025 Sramen - chatter to FSE/SUP/FOM

10/29/2025 CRamen


10/28/2025 CRamen Chattered: @Brandon Green​ did you ever get the battery for this? According to shipping it looks like they were shipped and delivered together. @Lawrence Yoder​ 





10/24/2025 CRamen per BGreen: 

WO-01300643 — Brandon Green to CSA Service Solutions LLC DBA EMSAR Only

@Charles Ramen​ Chuck, this will need rescheduled. I received power cord but not battery. I can do EMSAR U tomorrow for sure. I have about 30 HIGI courses to do lol. Fwd to LYoder/placed into reschedule. 


10/21/2025 CRamen spoke with Mark and scheduled for Friday 10/24/2025 with tech arrival between 1-3pm. 


10/21/2025 CRamen parts delivered today


9/15/2025 CRamen spoke with Mark and he asked to schedule for Thursday 9/18/2025 with arrival between 8-10am. Tech to ask for site coordinator Jenny upon arrival to be led to the unit


9/15/2025 CRamen delivered 9/10 I was on PTO 9/8-9/12


09/09/2025 LHill-spoke w/Mark at 419-266-6497. Gave him update on WO..waiting on tracking info-once rec'd we will call to schedule.


9/9/25 RCook- Per LYoder, okay, well if we have to, we can send bruce, but both jordan and brandon are open on friday. the parts are comming from ohio. Assigned WO to Brandon Green. Will determine if the tech needs to be updated due to parts arrival.



9/9/25 RCook- Sent teams message to LYoder stating: WO-01300643-Toledo Public Schools Invacare repair in Toledo, OH. Parts are shipping for this WO and the tracking has not updated with an ETA yet. Current due date is 9/11/25. Mike is 2 hours away one way but is in IL for kiosk and is PTO next week. Jon Kuehl is 2 hours and 53 minutes away one way but has Elkhart inspections next week and Bruce is 2 hours and 39 minutes away one way and is full with PMs next week. Who would you like this to go to? 

🔧 Work Performed
9/18/25 evaluated unit. Unable to charge battery for an evaluation due to no power cord shipped 11/17/2025 setup charger with cord/battery unit working as intended
🔍 Technician Findings
unit needs a charged battery
⚠️ Problem Description
Q-00029829 Has not been used in over 6 years and battery pack and charger is missing. I would like them installed and the lift tested to make certain everything is in safe working condition Manufacturer & Model: RPL450-1 Serial: 07FE003968 Parts needed 1ea charger 1078274, 1ea Battery 1078276
📄 Description
Invacare RPL450-1 Patient Lift

Timeline

📞
Case Linked Aug 29, 9:28 AM
Case Number: 00523172
Subject: L2 Review
Status: Closed
2.0 business days
📋
2 Work Order Created Sep 2, 11:58 AM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Kimberly Hardison
From: Entered
To: L2 Screening
Duration in Previous: 1m
📦
2 Parts Requested Sep 2, 12:09 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Dave Creditt
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 10m
⚠️ 6.0 business days
🔩
2 2x Parts Added Sep 9, 12:22 PM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Keith Fricke
From: Awaiting Parts
To: Reschedule
Duration in Previous: 7d 0h
👷
2 Technician Assigned Sep 9, 3:48 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Rhea Berry
From: Reschedule
To: Assigned
Duration in Previous: 3h 26m
2.0 business days
💵
Expenses Added Sep 10, 6:15 PM
Type: Expenses
Status: Open
Qty: 1
3.7 business days
🗓️
2 Status: Scheduled Sep 15, 2:36 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2025-09-18T13:00:00.000+0000
📅
2 Dispatch Scheduled Sep 15, 3:19 PM
Dispatch Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2025-09-18T15:00:00.000+0000, 2025-09-18T16:00:00.000+0000
📅
Dispatch Scheduled by Charles Ramen Sep 16, 11:21 AM
Scheduled For: 2025-09-18T14:00:00.000+0000
2.0 business days
📅
Dispatch Scheduled by Charles Ramen Sep 17, 12:16 PM
Scheduled For: 2025-09-18T15:00:00.000+0000
2.0 business days
⏱️
2 5x Labor Added Sep 18, 5:23 PM
5x Labor Added → Status: Completed
✔️
Status: Completed by Brandon Green
From: Scheduled, Completed, Incomplete
To: Completed, Incomplete, Awaiting Parts
Duration in Previous: 3d 2h, 0m
📦
Parts Requested Sep 18, 5:29 PM
Order: 00082022
Status: Closed
🚨 22.8 business days
🔩
2 2x Parts Added Oct 21, 1:05 PM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Keith Fricke
From: Awaiting Parts
To: Reschedule
Duration in Previous: 32d 19h
🗓️
2 Status: Scheduled Oct 21, 3:34 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2025-10-24T18:00:00.000+0000
4.0 business days
🔄
Status: Reschedule by Charles Ramen Oct 24, 3:34 PM
From: Scheduled
To: Reschedule
Duration in Previous: 3d 0h
4.0 business days
📅
2 Dispatch Scheduled Oct 29, 1:06 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Charles Ramen
From: Reschedule
To: Scheduled
Duration in Previous: 4d 21h
📅
Dispatch Scheduled by Charles Ramen Oct 30, 9:26 AM
Scheduled For: 2025-11-05T17:00:00.000+0000, 2025-11-05T18:00:00.000+0000
📅
Dispatch Scheduled by Charles Ramen Oct 30, 9:48 AM
Scheduled For: 2025-11-05T15:00:00.000+0000, 2025-11-05T14:00:00.000+0000
4.0 business days
📅
Dispatch Scheduled by Charles Ramen Nov 4, 12:45 PM
Scheduled For: 2025-11-05T18:00:00.000+0000
3.0 business days
📅
3 Dispatch Scheduled Nov 6, 7:15 PM
Dispatch Scheduled → Dispatch Scheduled → Status: Reschedule
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2025-11-05T18:00:00.000+0000
🔄
Status: Reschedule by Charles Ramen
From: Scheduled
To: Reschedule
Duration in Previous: 8d 7h
🗓️
2 Status: Scheduled Nov 7, 3:37 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2025-11-17T14:00:00.000+0000
⚠️ 6.0 business days
⏱️
3 3x Labor Added Nov 17, 6:30 PM
3x Labor Added → Status: Completed → Status: Closed
✔️
Status: Completed by Brandon Green
From: Scheduled
To: Completed
Duration in Previous: 10d 2h
🏁
Status: Closed by Brandon Green
From: Completed
To: Closed
Duration in Previous: 4m
3.7 business days
💳
Status: Billing Correction Needed by Diane Patton Nov 20, 1:46 PM
From: Closed
To: Billing Correction Needed
Duration in Previous: 2d 19h
4.0 business days
🏁
Status: Closed by Diane Patton Nov 25, 10:18 AM
From: Billing Correction Needed
To: Closed
Duration in Previous: 4d 20h
📄
Status: Ready to Bill by Diane Patton Nov 25, 10:29 AM
From: Closed, Ready to Bill
To: Ready to Bill, Invoice Pending
Duration in Previous: 10m
💰
Status: Invoiced by Diane Patton Nov 25, 10:35 AM
From: Invoice Pending
To: Invoiced
Duration in Previous: 6m
⚠️ 8.0 business days
🧾
Invoice Created Dec 8, 5:12 PM
Invoice Number: 247487

Bottlenecks

Awaiting Parts
Duration: 6.0 business days (threshold: 3.0 business days)
Exceeded by 3.0 business days
Assigned
Duration: 4.5 business days (threshold: 4.0 business hours)
Exceeded by 4.0 business days
Scheduled
Duration: 3.7 business days (threshold: 2.0 business days)
Exceeded by 1.7 business days
Awaiting Parts
Duration: 22.3 business days (threshold: 3.0 business days)
Exceeded by 19.3 business days
Scheduled
Duration: 3.6 business days (threshold: 2.0 business days)
Exceeded by 1.6 business days
Reschedule
Duration: 3.6 business days (threshold: 2.0 business days)
Exceeded by 1.6 business days
Scheduled
Duration: 6.9 business days (threshold: 2.0 business days)
Exceeded by 4.9 business days
Scheduled
Duration: 5.4 business days (threshold: 2.0 business days)
Exceeded by 3.4 business days
Closed
Duration: 3.1 business days (threshold: 1.0 business days)
Exceeded by 2.1 business days

🔗 Related Artifacts

📞
Case 00523172
Closed
📦
Parts Order 00081064
Closed
📦
Parts Order 00082022
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P7
Type
Repair
Branch
N/A
Technician
Brandon Green
Scheduled
Nov 17, 9:00 AM
Created
Sep 2, 11:58 AM
Invoice #
247487

Work Details (13)

Name Type Status Qty Amount Date
WL-02929662 Parts Open 1 $231.66 Sep 9, 12:22 PM
WL-02929663 Parts Open 1 $199.26 Sep 9, 12:22 PM
WL-02931628 Expenses Open 1 $71.50 Sep 10, 6:15 PM
WL-02941285 Labor Open 3.5 $0.00 Sep 18, 5:23 PM
WL-02941286 Labor Open 0.5 $74.50 Sep 18, 5:23 PM
WL-02941287 Labor Open 3.5 $0.00 Sep 18, 5:23 PM
WL-02941288 Travel Open 200 $0.00 Sep 18, 5:23 PM
WL-02941289 Travel Open 200 $0.00 Sep 18, 5:23 PM
WL-02978430 Parts Open 1 $36.90 Oct 21, 1:05 PM
WL-02978431 Expenses Open 1 $16.79 Oct 21, 1:05 PM
WL-03010405 Labor Open 3 $500.00 Nov 17, 6:30 PM
WL-03010406 Labor Open 0.33333333333333 $74.50 Nov 17, 6:30 PM
WL-03010407 Travel Open 200 $0.00 Nov 17, 6:30 PM

Details