Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01303853 ↗ ServiceMax

MMT AMBULANCE • Repair • P7

📍 MMT Ambulance — 5792 Arrowhead Dr, Virginia Beach VA, 23462

Sep 11, 2025 → Dec 10, 2025

✅ Completed
P7
SLA Clock
7 business days from creation · Target: Sep 22, 2025
✗ SLA Missed (24 biz days late)
Active: 31 biz days
Paused: 30 biz days
Budget: 7 biz days
🕐 Clock stopped: Completed (Dec 11, 2025)
SLA Target
▶ Clock Running
Status: Created
Sep 11 → Sep 11, 2025
0 business days (counted)
Running total: 0 of 7 biz days used
▶ Clock Running
Status: L2 Screening
Sep 11 → Sep 11, 2025
0 business days (counted)
Running total: 0 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 9, 2025
1 business day (counted)
Running total: 1 of 7 biz days used
▶ Clock Running
Status: Assigned
Oct 9 → Oct 15, 2025
3 business days (counted)
Running total: 4 of 7 biz days used
▶ Clock Running
Status: Scheduled
Oct 15 → Oct 22, 2025
5 business days (counted)
Running total: 9 of 7 biz days used
▶ Clock Running
Status: Tech On Site
Oct 22 → Oct 23, 2025
1 business day (counted)
Running total: 10 of 7 biz days used
▶ Clock Running
Status: Completed
Oct 23 → Oct 23, 2025
0 business days (counted)
Running total: 10 of 7 biz days used
▶ Clock Running
Status: Closed
Oct 23 → Oct 23, 2025
0 business days (counted)
Running total: 10 of 7 biz days used
▶ Clock Running
Status: Incomplete
Oct 23 → Oct 28, 2025
3 business days (counted)
Running total: 13 of 7 biz days used
▶ Clock Running
Status: L2 Screening
Oct 28 → Oct 28, 2025
0 business days (counted)
Running total: 13 of 7 biz days used
⏸11d
⏸ Clock Paused
Status: Awaiting Parts
Oct 28 → Nov 13, 2025
11 business days (not counted)
6d
▶ Clock Running
Status: Reschedule
Nov 13 → Nov 21, 2025
6 business days (counted)
Running total: 19 of 7 biz days used
4d
▶ Clock Running
Status: Assigned
Nov 21 → Dec 1, 2025
4 business days (counted)
Running total: 23 of 7 biz days used
7d
▶ Clock Running
Status: Scheduled
Dec 1 → Dec 10, 2025
7 business days (counted)
Running total: 30 of 7 biz days used
▶ Clock Running
Status: Tech On Site
Dec 10 → Dec 11, 2025
1 business day (counted)
Running total: 31 of 7 biz days used
Created: Sep 11, 2025 Completed: Dec 11, 2025
Business Days Used 31 / 7
0 7d budget +24d over
Show SLA Clock Detail (16 periods)
Period Status Clock Biz Days Running Total
Sep 11 → Sep 11 Created ▶ Running 0 0 / 7
Sep 11 → Sep 11 L2 Screening ▶ Running 0 0 / 7
Sep 11 → Oct 8 Awaiting Parts ⏸ Paused 19 —
Oct 8 → Oct 9 Ready for Scheduling ▶ Running 1 1 / 7
Oct 9 → Oct 15 Assigned ▶ Running 3 4 / 7
Oct 15 → Oct 22 Scheduled ▶ Running 5 9 / 7
Oct 22 → Oct 23 Tech On Site ▶ Running 1 10 / 7
Oct 23 → Oct 23 Completed ▶ Running 0 10 / 7
Oct 23 → Oct 23 Closed ▶ Running 0 10 / 7
Oct 23 → Oct 28 Incomplete ▶ Running 3 13 / 7
Oct 28 → Oct 28 L2 Screening ▶ Running 0 13 / 7
Oct 28 → Nov 13 Awaiting Parts ⏸ Paused 11 —
Nov 13 → Nov 21 Reschedule ▶ Running 6 19 / 7
Nov 21 → Dec 1 Assigned ▶ Running 4 23 / 7
Dec 1 → Dec 10 Scheduled ▶ Running 7 30 / 7
Dec 10 → Dec 11 Tech On Site ▶ Running 1 31 / 7
Dispatch 0.6d
Material Management 31.7d
Coordinators 29.7d
Field Work 2.0d
Incomplete 4.0d (excluded)
Billing 0.0d
✗ SLA Missed
Dispatch
0.6 days
Material Management
31.7 days
Over SLA
Coordinators
29.7 days
Over SLA
Field Work
2.0 days
Over SLA
Incomplete (excluded from total)
4.0 days
Billing
0.0 days
Created: Sep 11, 2025 Due: Nov 25, 2025 Completed: Dec 11, 2025 (15 days late)
📅
61.4 days Total Age
⏱️
20.0d in Awaiting Parts Longest Stage
🔄
18 transitions Status Changes
⚠️
47.4d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
34 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 Todd Fogiel — scheduling delays attributed to technician, not coordinators
Visit 1 Oct 22, 2025
Visit 2 Dec 10, 2025

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00524056
L2 review EMS
Closed
quoted from tech Adriannel Garcia PWT001970 Ferno chair lift handle does not retract down, forward arm does doe retract at all Technician to evaluate the Chair - and have the following parts if needed. 1ea 0905837. 1ea 1901492
Priority
High
Origin
Phone
Reason
New Case
Contact
Tom Doherty
Owner
Kimberly Hardison
Created
Sep 3, 2025
Work Orders from this Case (1)
WO-01303853 (current) Invoiced
Repair • Todd Fogiel
Created: Sep 11, 2025 • Closed: Dec 10, 2025
Completed with significant delays
Invoiced • 174 days old
🚨
Primary Delay 20.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 47.4 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
0.6d / 1.0d SLA
Awaiting Parts
31.7d / 3.0d SLA
Ready for Scheduling
1.4d / 1.0d SLA
Assigned
7.9d / 0.5d SLA
Scheduled
14.0d / 2.0d SLA
Tech On Site
2.0d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Incomplete
4.0d
Reschedule
6.4d / 2.0d SLA
Closed
1.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/25 MOwens Tom sent reply back that 12/10 works to schedule the repair visit,

11/25 MOwens Sent FU email to Tom requesting response if 12/10 works to schedule the visit.

11/21/2025 LHill-sent email to Tom Doherty at thomas.doherty@mmtamb.com to schedule tech visit. Offered 12/10/2025 with tech arrival between 11AM-1PM.


11/21/2025 LHill-LM at (757) 671-8911 for Tom Doherty to schedule tech visit.


11/21/2025 LHill-Per TEAMS call with Matt Bateman.-Todd will definitely be the tech and his earliest we have available is 12/10.


11/20/2025 Sramen - updated due date and removed delay code.

10/28/25 SReich - Added approved quote from case 00538147.


10/24 KWeiss, Created case and sent to sales for quoting. Verified p/n's and changed OBS p/n's to replacement p/n's. Some p/n's marked OBSE and should be available to EMSAR.

10/15/2025 LHill-Called 757) 671-8911 for Tom Doherty. confirmed 10/22 with tech arrival between 12-2.



10/15/2025 LHill-response from Matt Bateman-


10/15/2025 LHill-sent TEAMS message to Matt Bateman.


10/13 MOwens Called to speak to Tom Doherty. Left a msg for him to call back to schedule the repair visit.


10/13/2025 Sramen - updated due date:

10/13 MOwens

Your shipment

1Z01E3E70390470076

Estimated delivery

Today, October 13 by 9:00 P.M.

🔧 Work Performed
Installed new telescoping arm Inspected as to why handle doesn’t stow Discovered bent frame Showed customer and discussed options with end of life in mind. Consulted with Keith Weiss to determine if parts are available Created repair parts list 12/10 Chair disassembled Tracks removed Wheels removed Telescoping handles removed Handles removed Latch removed Seat panels removed Riv-nuts installed New frame installed Tracks reinstalled Telescoping arms reinstalled Latch reinstalled Handles installed Seat panels installed Unit cycle tested
🔍 Technician Findings
Unit located Telescoping arm bent Frame bent 12/10 Unit located Parts located
⚠️ Problem Description
Q-00030775 approved quote Q-00029860 quoted from tech Adriannel Garcia PWT001970 Ferno chair lift handle does not retract down, forward arm does doe retract at all Technician to evaluate the Chair - and have the following parts if needed. 1ea 0905837. 1ea 1901492
📄 Description
Ferno Model 59-T PowerTraxx Stair Chair

Timeline

📞
Case Linked Sep 3, 9:13 AM
Case Number: 00524056
Subject: L2 review EMS
Status: Closed
⚠️ 7.0 business days
📋
▶
2 Work Order Created Sep 11, 8:15 AM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Kimberly Hardison
From: Entered
To: L2 Screening
Duration in Previous: 2m
📦
▶
2 Parts Requested Sep 11, 8:20 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Dave Creditt
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 3m
🚨 20.0 business days
📅
Status: Ready for Scheduling by Keith Canterbury Oct 8, 5:00 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 27d 8h
👷
▶
2 Technician Assigned Oct 9, 3:23 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 22h 23m
⏳ 4.0 business days
🗓️
▶
2 Status: Scheduled Oct 15, 10:21 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Laura Hill
Scheduled For: 2025-10-22T16:45:00.000+0000
⚠️ 6.0 business days
🔧
Status: Tech On Site by Todd Fogiel Oct 22, 2:01 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 7d 3h
🚗
▶
2 6x Travel Added Oct 22, 9:38 PM
6x Travel Added → Status: Completed
✔️
Status: Completed by Todd Fogiel
From: Tech On Site
To: Completed
Duration in Previous: 7h 39m
🏁
Status: Closed by Todd Fogiel Oct 22, 9:47 PM
From: Completed, Closed
To: Closed, Incomplete
Duration in Previous: 6m, 0m
⏳ 4.3 business days
🔍
Status: L2 Screening by Sherry Reich Oct 28, 9:38 AM
From: Incomplete
To: L2 Screening
Duration in Previous: 5d 11h
📦
▶
2 Parts Requested Oct 28, 2:42 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Keith Weiss
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 5h 3m
⚠️ 9.0 business days
🔩
3x Parts Added Nov 7, 12:10 PM
Type: Parts, Expenses
Status: Open
Qty: 1
⏳ 4.0 business days
🔩
▶
2 19x Parts Added Nov 13, 3:59 PM
19x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Sean Weaver
From: Awaiting Parts
To: Reschedule
Duration in Previous: 16d 2h
⚠️ 7.0 business days
👷
▶
2 Technician Assigned Nov 21, 4:15 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Laura Hill
From: Reschedule
To: Assigned
Duration in Previous: 8d 0h
⏳ 5.0 business days
🗓️
▶
2 Status: Scheduled Dec 1, 9:16 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2025-12-10T17:00:00.000+0000
⚠️ 8.0 business days
🔧
Status: Tech On Site by Todd Fogiel Dec 10, 1:20 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 9d 4h
✔️
Status: Completed by Todd Fogiel Dec 10, 9:41 PM
From: Tech On Site
To: Completed
Duration in Previous: 8h 21m
⏱️
▶
2 6x Labor Added Dec 10, 9:52 PM
6x Labor Added → Status: Closed
🏁
Status: Closed by Todd Fogiel
From: Completed
To: Closed
Duration in Previous: 14m
📄
▶
2 Status: Ready to Bill Dec 11, 9:10 AM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⏳ 2.0 business days
🧾
Invoice Created Dec 14, 10:48 PM
Invoice Number: SM-248727

Bottlenecks

Awaiting Parts
Duration: 20.0 business days (threshold: 3.0 business days)
Exceeded by 17.0 business days
Ready for Scheduling
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.0 business hours
Assigned
Duration: 3.6 business days (threshold: 4.0 business hours)
Exceeded by 3.1 business days
Scheduled
Duration: 6.0 business days (threshold: 2.0 business days)
Exceeded by 4.0 business days
Awaiting Parts
Duration: 11.7 business days (threshold: 3.0 business days)
Exceeded by 8.7 business days
Reschedule
Duration: 6.4 business days (threshold: 2.0 business days)
Exceeded by 4.4 business days
Assigned
Duration: 4.3 business days (threshold: 4.0 business hours)
Exceeded by 3.8 business days
Scheduled
Duration: 8.0 business days (threshold: 2.0 business days)
Exceeded by 6.0 business days
Tech On Site
Duration: 1.0 business days (threshold: 1.0 business days)
Exceeded by 0.4 business hours

🔗 Related Artifacts

📞
Case 00524056
Closed
📦
Parts Order 00081575
Closed
📦
Parts Order 00084315
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P7
Type
Repair
Branch
N/A
Technician
Todd Fogiel
Scheduled
Dec 10, 12:00 PM
Created
Sep 11, 8:15 AM
Invoice #
SM-248727

Work Details (34)

Name Type Status Qty Amount Date
WL-02980856 Travel Open 279 $0.00 Oct 22, 9:38 PM
WL-02980857 Labor Open 5.25 $500.00 Oct 22, 9:38 PM
WL-02980858 Travel Open 280 $0.00 Oct 22, 9:38 PM
WL-02980859 Expenses Open 1 $0.00 Oct 22, 9:38 PM
WL-02980860 Labor Open 5.25 $0.00 Oct 22, 9:38 PM
WL-02980861 Labor Open 2.5 $325.00 Oct 22, 9:38 PM
WL-02999817 Parts Open 1 $203.00 Nov 7, 12:10 PM
WL-02999818 Parts Open 1 $255.41 Nov 7, 12:10 PM
WL-02999819 Expenses Open 1 $20.48 Nov 7, 12:10 PM
WL-03006404 Parts Open 6 $9.00 Nov 13, 3:59 PM
WL-03006405 Parts Open 4 $4.00 Nov 13, 3:59 PM
WL-03006406 Parts Open 6 $126.00 Nov 13, 3:59 PM
WL-03006407 Parts Open 1 $32.00 Nov 13, 3:59 PM
WL-03006408 Parts Open 0 $0.00 Nov 13, 3:59 PM
WL-03006409 Parts Open 1 $185.18 Nov 13, 3:59 PM
WL-03006410 Parts Open 4 $4.00 Nov 13, 3:59 PM
WL-03006411 Parts Open 2 $4.00 Nov 13, 3:59 PM
WL-03006412 Parts Open 2 $2.00 Nov 13, 3:59 PM
WL-03006413 Parts Open 2 $4.00 Nov 13, 3:59 PM
WL-03006414 Parts Open 2 $4.00 Nov 13, 3:59 PM
WL-03006415 Parts Open 4 $7.36 Nov 13, 3:59 PM
WL-03006416 Parts Open 2 $4.00 Nov 13, 3:59 PM
WL-03006417 Parts Open 2 $2.00 Nov 13, 3:59 PM
WL-03006418 Parts Open 4 $16.00 Nov 13, 3:59 PM
WL-03006419 Parts Open 2 $4.00 Nov 13, 3:59 PM
WL-03006420 Parts Open 2 $104.00 Nov 13, 3:59 PM
WL-03006421 Parts Open 1 $4.00 Nov 13, 3:59 PM
WL-03006422 Expenses Open 1 $20.74 Nov 13, 3:59 PM
WL-03033610 Labor Open 5.25 $500.00 Dec 10, 9:52 PM
WL-03033611 Expenses Open 1 $0.00 Dec 10, 9:52 PM
WL-03033612 Travel Open 285 $0.00 Dec 10, 9:52 PM
WL-03033613 Travel Open 285 $0.00 Dec 10, 9:52 PM
WL-03033614 Labor Open 5 $0.00 Dec 10, 9:52 PM
WL-03033615 Labor Open 4 $520.00 Dec 10, 9:52 PM

Details