Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01303654 ↗ ServiceMax

GLOBAL HEALTH EMS • Repair • P7

📍 GLOBAL HEALTH EMS — 440 MARKET ST SUITE 8, Elmwood Park NJ, 07407

Sep 10, 2025 → Jan 2, 2026

✅ Completed
P7
SLA Clock
7 business days from creation · Target: Sep 19, 2025
✗ SLA Missed (22 biz days late)
Active: 29 biz days
Paused: 38 biz days
Budget: 7 biz days
🕐 Clock stopped: Completed (Dec 18, 2025)
SLA Target
▶ Clock Running
Status: Created
Sep 10 → Sep 10, 2025
0 business days (counted)
Running total: 0 of 7 biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 10 → Sep 10, 2025
0 business days (counted)
Running total: 0 of 7 biz days used
▶ Clock Running
Status: Assigned
Sep 10 → Sep 10, 2025
0 business days (counted)
Running total: 0 of 7 biz days used
▶ Clock Running
Status: Entered
Sep 10 → Sep 11, 2025
1 business day (counted)
Running total: 1 of 7 biz days used
▶ Clock Running
Status: L2 Screening
Sep 11 → Sep 11, 2025
0 business days (counted)
Running total: 1 of 7 biz days used
⏸19d
⏸ Clock Paused
Status: Awaiting Parts
Sep 11 → Oct 8, 2025
19 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Oct 8 → Oct 8, 2025
0 business days (counted)
Running total: 1 of 7 biz days used
▶ Clock Running
Status: Assigned
Oct 8 → Oct 9, 2025
1 business day (counted)
Running total: 2 of 7 biz days used
▶ Clock Running
Status: Scheduled
Oct 9 → Oct 14, 2025
2 business days (counted)
Running total: 4 of 7 biz days used
▶ Clock Running
Status: Completed
Oct 14 → Oct 14, 2025
0 business days (counted)
Running total: 4 of 7 biz days used
8d
▶ Clock Running
Status: Incomplete
Oct 14 → Oct 24, 2025
8 business days (counted)
Running total: 12 of 7 biz days used
▶ Clock Running
Status: L2 Screening
Oct 24 → Oct 24, 2025
0 business days (counted)
Running total: 12 of 7 biz days used
⏸19d
⏸ Clock Paused
Status: Awaiting Parts
Oct 24 → Nov 21, 2025
19 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Nov 21 → Nov 21, 2025
0 business days (counted)
Running total: 12 of 7 biz days used
▶ Clock Running
Status: Entered
Nov 21 → Nov 21, 2025
0 business days (counted)
Running total: 12 of 7 biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 21 → Nov 24, 2025
1 business day (counted)
Running total: 13 of 7 biz days used
▶ Clock Running
Status: Assigned
Nov 24 → Dec 1, 2025
3 business days (counted)
Running total: 16 of 7 biz days used
7d
▶ Clock Running
Status: Scheduled
Dec 1 → Dec 10, 2025
7 business days (counted)
Running total: 23 of 7 biz days used
▶ Clock Running
Status: Reschedule
Dec 10 → Dec 10, 2025
0 business days (counted)
Running total: 23 of 7 biz days used
▶ Clock Running
Status: Incomplete
Dec 10 → Dec 11, 2025
1 business day (counted)
Running total: 24 of 7 biz days used
▶ Clock Running
Status: L2 Screening
Dec 11 → Dec 11, 2025
0 business days (counted)
Running total: 24 of 7 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Dec 11 → Dec 11, 2025
0 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Dec 11 → Dec 11, 2025
0 business days (counted)
Running total: 24 of 7 biz days used
▶ Clock Running
Status: Reschedule
Dec 11 → Dec 15, 2025
2 business days (counted)
Running total: 26 of 7 biz days used
▶ Clock Running
Status: Scheduled
Dec 15 → Dec 18, 2025
3 business days (counted)
Running total: 29 of 7 biz days used
Created: Sep 10, 2025 Completed: Dec 18, 2025
Business Days Used 29 / 7
0 7d budget +22d over
Show SLA Clock Detail (25 periods)
Period Status Clock Biz Days Running Total
Sep 10 → Sep 10 Created ▶ Running 0 0 / 7
Sep 10 → Sep 10 Ready for Scheduling ▶ Running 0 0 / 7
Sep 10 → Sep 10 Assigned ▶ Running 0 0 / 7
Sep 10 → Sep 11 Entered ▶ Running 1 1 / 7
Sep 11 → Sep 11 L2 Screening ▶ Running 0 1 / 7
Sep 11 → Oct 8 Awaiting Parts ⏸ Paused 19 —
Oct 8 → Oct 8 Ready for Scheduling ▶ Running 0 1 / 7
Oct 8 → Oct 9 Assigned ▶ Running 1 2 / 7
Oct 9 → Oct 14 Scheduled ▶ Running 2 4 / 7
Oct 14 → Oct 14 Completed ▶ Running 0 4 / 7
Oct 14 → Oct 24 Incomplete ▶ Running 8 12 / 7
Oct 24 → Oct 24 L2 Screening ▶ Running 0 12 / 7
Oct 24 → Nov 21 Awaiting Parts ⏸ Paused 19 —
Nov 21 → Nov 21 Ready for Scheduling ▶ Running 0 12 / 7
Nov 21 → Nov 21 Entered ▶ Running 0 12 / 7
Nov 21 → Nov 24 Ready for Scheduling ▶ Running 1 13 / 7
Nov 24 → Dec 1 Assigned ▶ Running 3 16 / 7
Dec 1 → Dec 10 Scheduled ▶ Running 7 23 / 7
Dec 10 → Dec 10 Reschedule ▶ Running 0 23 / 7
Dec 10 → Dec 11 Incomplete ▶ Running 1 24 / 7
Dec 11 → Dec 11 L2 Screening ▶ Running 0 24 / 7
Dec 11 → Dec 11 Awaiting Parts ⏸ Paused 0 —
Dec 11 → Dec 11 Ready for Scheduling ▶ Running 0 24 / 7
Dec 11 → Dec 15 Reschedule ▶ Running 2 26 / 7
Dec 15 → Dec 18 Scheduled ▶ Running 3 29 / 7
Dispatch 1.8d
Material Management 41.0d
Coordinators 24.6d
Field Work 4.2d
Incomplete 9.0d (excluded)
Billing 0.0d
✗ SLA Missed
Dispatch
1.8 days
Over SLA
Material Management
41.0 days
Over SLA
Coordinators
24.6 days
Over SLA
Field Work
4.2 days
Over SLA
Incomplete (excluded from total)
9.0 days
Billing
0.0 days
Created: Sep 10, 2025 Due: Dec 17, 2025 Completed: Jan 2, 2026 (15 days late)
📅
76.8 days Total Age
⏱️
20.0d in Awaiting Parts Longest Stage
🔄
27 transitions Status Changes
⚠️
52.5d over Total Delay
📦
3 orders, 0 quotes Parts & Quotes
📝
12 lines Work Details
🏠
2 visits On-Site Trips
📋
Coordinator Scheduling
🔄
2 On-Site Visits (2 reschedules)
2 on-site visits — follow-up trip required
Visit 1 Oct 14, 2025
Visit 2 Dec 18, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00525788
FW: Global health EMS inquiry. Waiting for site to be created in EBT.
Closed
Q-00029976 Repair needed- Ferno Power X1 needs the locks replaced. (pictures attached) Parts needed 1 directional wheel lock kit, 0822518 (WO-01303653) PM's needed on 4 Ferno Power X1Stretchers and 2 Pro F1 Fasteners. **Customer requests Curtis Allen for service, he also ask that he has commonly used part in stock before scheduling service.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Eric Holloman
Owner
Kimberly Hardison
Created
Sep 9, 2025
Work Orders from this Case (1)
WO-01303654 (current) Invoiced
Repair • Curtis Allen
Created: Sep 10, 2025 • Closed: Jan 2, 2026
Completed with significant delays
Invoiced • 175 days old
🚨
Primary Delay 20.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 52.5 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
1.5d / 0.5d SLA
Ready for Scheduling
2.1d / 1.0d SLA
L2 Screening
0.3d / 1.0d SLA
Awaiting Parts
41.0d / 3.0d SLA
Assigned
5.6d / 0.5d SLA
Scheduled
12.9d / 2.0d SLA
Incomplete
9.0d
Reschedule
4.0d / 2.0d SLA
Completed
4.2d / 1.0d SLA
Closed
3.2d / 1.0d SLA
L2 Review
3.9d
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/29/052 DPatton - placing in L2 Review (Power X1 cot repair)

12/18 SRogers: Late closure should not count against FSE. Part order has been sitting in "request cancellation" since 12/10 with no movement on it from MM.

12/15 KSmith -- Eric requested Thursday for service. Scheduled for 12/18, arrival between 8-10am.

12/15 KSmith -- Eric requested the SN of the unit to verify where it will be tomorrow and will let me know

12/15 KSmith -- Left VM to schedule for tomorrow. Sending email as well.

12/12/25 Rberry- Updated due date based on parts issue. Removed delay code

12/12 KSmith -- Sent email to schedule for 12/17

12/10 KWeiss, Requested cancelation of previous part order, placed w/o in L2 Screening for part order, and reordered parts.

12/10 KSmith -- Teams message to Shawn to see if parts need to be reordered or if FSE is looking for the parts today before ordering

12/8 SRogers: Updating to reschedule - parts could not be located

12/1 KSmith -- Scheduled for 12/9 with Erik per his request.

12/1 KSmith -- Followed up with Eric to see if 12/8 works for the technician to come onsite and repair all the units. FSE is out at Ferno training all this week.

11/26 KSmith -- Followed up with Eric advising FSE is out for training all next week and our next available date is 12/8. Awaiting response.

11/25 KSmith -- Followed up with Eric to see if tomorrow works

11/24 KSmith -- Eric wanted to know what parts arrived. Advised what parts arrived and am awaiting response

11/24 KSmith -- Parts are arriving today. Sent email to Eric to schedule for Wednesday on WO-01311054. (Need WO for third unit with height issue. Followed up regarding that WO being created).

11/21/2025 Sramen - updated due date after clearing schedule date/time

11/18/2025 AGreene - need p/n 8610631 to complete this order. Added to Ferno order for tomorrow.

11/18/2025 AGreene - GP pick ticket printed and placed in warehouse - READYTOPICK

10/28/2025 AGreene - placed GP IT and saved pick ticket in MM SP. Added these parts to bulk EMS part order request.

10/24/25 SReich - Added approved quote from case 00536832.

10/22 KSmith -- Quote sent to customer. Valid until 11/19

10/20 KWeiss, Created case and sent to sales for quoting.

10/20 KSmith -- Eric reached out for an update on the parts. Chatter to Stephanie and Shawn to see if we can get an update. WO has been in incomplete since 10/14

10/9 KSmith -- Eric requested Tuesday for service. Scheduled for 10/14

10/9 KSmith -- Left VM and sent email to schedule for Monday

9/22 KSmith -- Goes to Curtis

9/10 KSmith -- Parts are listed as being needed but no PO entered

9/10 KHardison, Please schedule with WO-01303653

🔧 Work Performed
Installed PX1 directional wheel lock kit Functional tests were performed unit is operating correctly. Customer requested that the post and jam nut for the stretcher can be installed on a return trip Parts order is needed 12/18 CA - Replaced cot post and jam nut. Functional tests were performed unit is operating correctly.
🔍 Technician Findings
Unit has no steer or directional wheel lock Missing post and jam nut
⚠️ Problem Description
Q-00030677 approved quote Q-00029976 Repair needed- Ferno Power X1 needs the locks replaced. (pictures attached) Parts needed 1 directional wheel lock kit, 0822518 (WO-01303653) PM's needed on 4 Ferno Power X1Stretchers and 2 Pro F1 Fasteners. **Customer requests Curtis Allen for service, he also ask that he has commonly used part in stock before scheduling service. https://www.ebiotrack.com/workorder.php?wo=68113
📄 Description
Ferno Power X1 Power Cot

Timeline

📞
Case Linked Sep 9, 4:22 PM
Case Number: 00525788
Subject: FW: Global health EMS inquiry. Waiting for site to be created in EBT.
Status: Closed
📋
▶
2 Work Order Created Sep 10, 1:48 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Technician Assigned Sep 10, 4:02 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling, Assigned
To: Assigned, Entered
Duration in Previous: 2h 12m, 0m
🔍
Status: L2 Screening by Kimberly Hardison Sep 11, 10:30 AM
From: Entered
To: L2 Screening
Duration in Previous: 18h 27m
📦
▶
2 Parts Requested Sep 11, 11:02 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Dave Creditt
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 32m
🚨 20.0 business days
📅
Status: Ready for Scheduling by Keith Canterbury Oct 8, 1:06 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 27d 2h
👷
▶
2 Technician Assigned Oct 8, 3:03 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1h 56m
🔩
2x Parts Added Oct 8, 4:23 PM
Type: Parts, Expenses
Status: Open
Qty: 1
🗓️
▶
2 Status: Scheduled Oct 9, 9:00 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-10-14T13:00:00.000+0000
⏳ 3.0 business days
⏱️
3x Labor Added Oct 14, 6:53 PM
Type: Labor, Travel
Status: Open
Qty: 0.5, 2.5, 12
✔️
Status: Completed by Curtis Allen Oct 14, 7:06 PM
From: Scheduled, Completed
To: Completed, Incomplete
Duration in Previous: 5d 10h, 0m
⚠️ 8.6 business days
🔍
Status: L2 Screening by Sherry Reich Oct 24, 8:12 AM
From: Incomplete
To: L2 Screening
Duration in Previous: 9d 13h
📦
▶
2 Parts Requested Oct 24, 10:20 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Keith Weiss
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 2h 7m
🚨 20.0 business days
📅
Status: Ready for Scheduling by Keith Canterbury Nov 21, 3:21 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 28d 6h
🔩
3x Parts Added Nov 21, 4:29 PM
Type: Parts, Expenses
Status: Open
Qty: 1
🆕
Status: Entered by Stephanie Ramen Nov 21, 6:50 PM
From: Ready for Scheduling, Entered
To: Entered, Ready for Scheduling
Duration in Previous: 3h 28m, 0m
⏳ 1.6 business days
👷
▶
2 Technician Assigned Nov 24, 8:46 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2d 13h
⏳ 4.0 business days
📅
▶
2 Dispatch Scheduled Dec 1, 3:59 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kourtney Smith
From: Assigned
To: Scheduled
Duration in Previous: 7d 7h
⚠️ 7.0 business days
🔄
Status: Reschedule by Shawn Rogers Dec 9, 8:21 PM
From: Scheduled
To: Reschedule
Duration in Previous: 8d 4h
⚠️
Status: Incomplete by Shawn Rogers Dec 10, 2:49 PM
From: Reschedule
To: Incomplete
Duration in Previous: 18h 27m
🔍
▶
3 Status: L2 Screening Dec 10, 10:17 PM
Status: L2 Screening → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00086593
Status: Closed
📦
Status: Awaiting Parts by Keith Weiss
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 2m
📅
Status: Ready for Scheduling by Audrey Tharp Dec 11, 9:10 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 10h 50m
🔄
Status: Reschedule by Kourtney Smith Dec 11, 10:14 AM
From: Ready for Scheduling
To: Reschedule
Duration in Previous: 1h 3m
💵
Expenses Added Dec 11, 11:56 AM
Type: Expenses
Status: Open
Qty: 1
⏳ 3.0 business days
📅
▶
2 Dispatch Scheduled Dec 15, 4:01 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kourtney Smith
From: Reschedule
To: Scheduled
Duration in Previous: 4d 5h
⏳ 4.0 business days
⏱️
3x Labor Added Dec 18, 4:48 PM
Type: Labor, Travel
Status: Open
Qty: 0.5, 1, 12
✔️
Status: Completed by Curtis Allen Dec 18, 5:04 PM
From: Scheduled
To: Completed
Duration in Previous: 3d 1h
⏳ 4.9 business days
🏁
Status: Closed by Shawn Rogers Dec 24, 1:21 PM
From: Completed
To: Closed
Duration in Previous: 5d 20h
⏳ 3.0 business days
👀
Status: L2 Review by Diane Patton Dec 29, 11:45 AM
From: Closed
To: L2 Review
Duration in Previous: 4d 22h
⏳ 4.0 business days
🏁
Status: Closed by Joseph Whalen Jan 2, 9:28 AM
From: L2 Review
To: Closed
Duration in Previous: 3d 21h
📄
▶
3 Status: Ready to Bill Jan 2, 1:03 PM
Status: Ready to Bill → Invoice Created → Status: Invoiced
🧾
Invoice Created
Invoice Number: SM-250384
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m

Bottlenecks

Entered
Duration: 1.5 business days (threshold: 4.0 business hours)
Exceeded by 8.0 business hours
Awaiting Parts
Duration: 20.0 business days (threshold: 3.0 business days)
Exceeded by 17.0 business days
Assigned
Duration: 1.6 business days (threshold: 4.0 business hours)
Exceeded by 1.1 business days
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Awaiting Parts
Duration: 20.0 business days (threshold: 3.0 business days)
Exceeded by 17.0 business days
Ready for Scheduling
Duration: 1.0 business days (threshold: 1.0 business days)
Exceeded by 0.2 business hours
Assigned
Duration: 4.0 business days (threshold: 4.0 business hours)
Exceeded by 3.5 business days
Scheduled
Duration: 6.5 business days (threshold: 2.0 business days)
Exceeded by 4.5 business days
Reschedule
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Scheduled
Duration: 3.4 business days (threshold: 2.0 business days)
Exceeded by 1.4 business days
Completed
Duration: 4.2 business days (threshold: 1.0 business days)
Exceeded by 3.2 business days
Closed
Duration: 2.7 business days (threshold: 1.0 business days)
Exceeded by 1.7 business days

🔗 Related Artifacts

📞
Case 00525788
Closed
📦
Parts Order 00081587
Closed
📦
Parts Order 00084099
Canceled
📦
Parts Order 00086593
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P7
Type
Repair
Branch
ERLA - PROD
Technician
Curtis Allen
Scheduled
Dec 18, 9:00 AM
Created
Sep 10, 1:48 PM
Invoice #
SM-250384

Work Details (12)

Name Type Status Qty Amount Date
WL-02963800 Parts Open 1 $849.00 Oct 8, 4:23 PM
WL-02963801 Expenses Open 1 $26.73 Oct 8, 4:23 PM
WL-02970570 Labor Open 0.5 $65.00 Oct 14, 6:53 PM
WL-02970571 Labor Open 2.5 $325.00 Oct 14, 6:53 PM
WL-02970572 Travel Open 12 $8.40 Oct 14, 6:53 PM
WL-03016788 Parts Open 1 $118.00 Nov 21, 4:29 PM
WL-03016789 Parts Open 1 $3.00 Nov 21, 4:29 PM
WL-03016790 Expenses Open 1 $0.00 Nov 21, 4:29 PM
WL-03034074 Expenses Open 1 $13.37 Dec 11, 11:56 AM
WL-03042325 Labor Open 0.5 $65.00 Dec 18, 4:48 PM
WL-03042326 Labor Open 1 $130.00 Dec 18, 4:48 PM
WL-03042327 Travel Open 12 $8.40 Dec 18, 4:48 PM

Details