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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01304284 ↗ ServiceMax

UPSHUR COUNTY EMS • Repair • P7

📍 Upshur County EMS — 164 Pocahontas St, Buckannon WV, 26201

Sep 15, 2025 → Nov 9, 2025

✅ Completed
P7
SLA Clock
7 business days from creation · Target: Sep 24, 2025
✗ SLA Missed (14 biz days late)
Active: 21 biz days
Paused: 17 biz days
Budget: 7 biz days
🕐 Clock stopped: Completed (Nov 9, 2025)
SLA Target
▶ Clock Running
Status: Created
Sep 15 → Sep 15, 2025
0 business days (counted)
Running total: 0 of 7 biz days used
▶ Clock Running
Status: L2 Screening
Sep 15 → Sep 15, 2025
0 business days (counted)
Running total: 0 of 7 biz days used
⏸10d
⏸ Clock Paused
Status: Awaiting Parts
Sep 15 → Sep 29, 2025
10 business days (not counted)
▶ Clock Running
Status: Assigned
Sep 29 → Sep 30, 2025
1 business day (counted)
Running total: 1 of 7 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Sep 30 → Oct 1, 2025
1 business day (not counted)
▶ Clock Running
Status: Ready for Scheduling
Oct 1 → Oct 1, 2025
0 business days (counted)
Running total: 1 of 7 biz days used
▶ Clock Running
Status: Entered
Oct 1 → Oct 1, 2025
0 business days (counted)
Running total: 1 of 7 biz days used
3d
▶ Clock Running
Status: Assigned
Oct 1 → Oct 6, 2025
3 business days (counted)
Running total: 4 of 7 biz days used
▶ Clock Running
Status: Scheduled
Oct 6 → Oct 9, 2025
3 business days (counted)
Running total: 7 of 7 biz days used
▶ Clock Running
Status: Completed
Oct 9 → Oct 9, 2025
0 business days (counted)
Running total: 7 of 7 biz days used
7d
▶ Clock Running
Status: Incomplete
Oct 9 → Oct 21, 2025
7 business days (counted)
Running total: 14 of 7 biz days used
▶ Clock Running
Status: L2 Screening
Oct 21 → Oct 21, 2025
0 business days (counted)
Running total: 14 of 7 biz days used
⏸6d
⏸ Clock Paused
Status: Awaiting Parts
Oct 21 → Oct 29, 2025
6 business days (not counted)
▶ Clock Running
Status: Reschedule
Oct 29 → Oct 31, 2025
2 business days (counted)
Running total: 16 of 7 biz days used
5d
▶ Clock Running
Status: Scheduled
Oct 31 → Nov 9, 2025
5 business days (counted)
Running total: 21 of 7 biz days used
Created: Sep 15, 2025 Completed: Nov 9, 2025
Business Days Used 21 / 7
0 7d budget +14d over
Show SLA Clock Detail (15 periods)
Period Status Clock Biz Days Running Total
Sep 15 → Sep 15 Created ▶ Running 0 0 / 7
Sep 15 → Sep 15 L2 Screening ▶ Running 0 0 / 7
Sep 15 → Sep 29 Awaiting Parts ⏸ Paused 10 —
Sep 29 → Sep 30 Assigned ▶ Running 1 1 / 7
Sep 30 → Oct 1 Awaiting Parts ⏸ Paused 1 —
Oct 1 → Oct 1 Ready for Scheduling ▶ Running 0 1 / 7
Oct 1 → Oct 1 Entered ▶ Running 0 1 / 7
Oct 1 → Oct 6 Assigned ▶ Running 3 4 / 7
Oct 6 → Oct 9 Scheduled ▶ Running 3 7 / 7
Oct 9 → Oct 9 Completed ▶ Running 0 7 / 7
Oct 9 → Oct 21 Incomplete ▶ Running 7 14 / 7
Oct 21 → Oct 21 L2 Screening ▶ Running 0 14 / 7
Oct 21 → Oct 29 Awaiting Parts ⏸ Paused 6 —
Oct 29 → Oct 31 Reschedule ▶ Running 2 16 / 7
Oct 31 → Nov 9 Scheduled ▶ Running 5 21 / 7
Dispatch 1.0d
Material Management 19.2d
Coordinators 18.0d
Incomplete 7.3d (excluded)
Billing 0.0d
✗ SLA Missed
Dispatch
1.0 days
Material Management
19.2 days
Over SLA
Coordinators
18.0 days
Over SLA
Incomplete (excluded from total)
7.3 days
Billing
0.0 days
Created: Sep 15, 2025 Due: Nov 4, 2025 Completed: Nov 9, 2025 (4 days late)
📅
39.0 days Total Age
⏱️
11.0d in Awaiting Parts Longest Stage
🔄
15 transitions Status Changes
⚠️
23.0d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
16 lines Work Details
🏠
2 visits On-Site Trips
📋
Coordinator Scheduling
🔄
2 On-Site Visits (1 reschedule)
2 on-site visits — follow-up trip required
Visit 1 Oct 9, 2025
Visit 2 Nov 7, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00526205
Follow up to WO-01300404
Closed
Q-00030015 Follow up to WO-01300404 Inspection #: 29665 Asset ID: Not provided Model: Stryker Medical - 6392 PerformanceLoad Notes: H/E cross bar broken quote and part order needed Noticeable physical damage on device Parts Needed- Emsar to follow up with quote for needed replacement parts 0004-198-000 x2 639200010001 x2 0007-052-000x1 6392-001-106 x1 0016-003-000 x2 0004-171-000 x2 6392-001-104 x1 labor x1 hour
Priority
Standard
Origin
Email
Reason
New Case
Contact
Gloria Burr
Owner
Jessica Sells
Created
Sep 10, 2025
Work Orders from this Case (1)
WO-01304284 (current) Invoiced
Repair • Brandon Green
Created: Sep 15, 2025 • Closed: Nov 9, 2025
Completed with significant delays
Invoiced • 170 days old
🚨
Primary Delay 11.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 23.0 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
1.0d / 1.0d SLA
Awaiting Parts
19.2d / 3.0d SLA
Assigned
5.2d / 0.5d SLA
Ready for Scheduling
0.2d / 1.0d SLA
Scheduled
10.0d / 2.0d SLA
Incomplete
7.3d
Reschedule
2.6d / 2.0d SLA
Closed
2.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10/31/2025 CRamen spoke with Justin and he requested Friday 11/7/2025 with tech arrival between 9-11 as thats when he can have crew members there.


10/30/25 RCook- Updated due date based on parts. Removed delay code.



10/29/2025 CRamen spoke to Gloria and told her that we have tracking info and as soon as we get a eta on when the parts will deliver to Brandon I will call to schedule. 


10/29/2025 CRamen No ETA on parts 1z01e3e70395504397


10/21/2025jsells

Q-00030540

10/9 KWeiss, Created case and sent to sales for quoting.


part order needed

0004-387-000 x2 bolts

emailed Dave Creddit for a part number to complete parts order

10/9 KWeiss, Created case and sent to sales for quoting.

10/6/2025 spoke with Gloria and scheduled for tech to come out Thursday 10/9/2025 with arrival between 10-12.


10/6/2025 CRamen parts delivered on Thursday 10/2

10/1/2025 CRamen waiting for eta of parts to ship to Brandon

9/30/2025 Sramen - Cramen reached out via teams stating he was following direction from the Sup and didn't realize until after he reassigned this to BGreen that it was in awaiting parts status. I manually moved it back to that status and verified parts order is pulling correct info now.


9/30/2025 CRamen spoke with Bryan and let him know parts are on order and as soon as we get a eta we will call to schedule. 


9/29/2025 CRamen LYoder in scheduling meeting to assign to Brandon.

🔧 Work Performed
wrong parts ordered. ordered new style hardware and old style is needed old style hardware currently on unit was rusted together on Pt R side attempted to loosen them, unable to do so 11/7/2025 repair completed as below extra time needed to drill new holes for upgraded hardware parts used as below 0004-198-000 x2 639200010001 x2 0007-052-000 x1 0016-003-000 x2 tested unit unit working as intended and placed back into service
🔍 Technician Findings
head end broken
⚠️ Problem Description
Q-00030540 10/9 KWeiss, Created case and sent to sales for quoting. part order needed 0004-387-000 x2 bolts emailed Dave Creddit for a part number to complete parts order Q-00030015 Follow up to WO-01300404 Inspection #: 29665 Asset ID: Not provided Model: Stryker Medical - 6392 PerformanceLoad Notes: H/E cross bar broken quote and part order needed Noticeable physical damage on device Parts Needed- Emsar to follow up with quote for needed replacement parts 0004-198-000 x2 639200010001 x2 0007-052-000x1 6392-001-106 x1 0016-003-000 x2 0004-171-000 x2 6392-001-104 x1 labor x1 hour https://www.ebiotrack.com/workorder.php?wo=68196
📄 Description
Stryker 6392 Performance-LOAD Cot Fastener System

Timeline

📞
Case Linked Sep 10, 6:10 PM
Case Number: 00526205
Subject: Follow up to WO-01300404
Status: Closed
⏳ 3.7 business days
📋
▶
2 Work Order Created Sep 15, 9:37 AM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Jessica Sells
From: Entered
To: L2 Screening
Duration in Previous: 0m
📦
▶
2 Parts Requested Sep 15, 9:48 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Dave Creditt
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 10m
🚨 11.0 business days
👷
▶
2 Technician Assigned Sep 29, 3:59 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Charles Ramen
From: Awaiting Parts
To: Assigned
Duration in Previous: 14d 6h
📦
Status: Awaiting Parts by Stephanie Ramen Sep 30, 9:30 AM
From: Assigned
To: Awaiting Parts
Duration in Previous: 17h 31m
⏳ 2.0 business days
📅
Status: Ready for Scheduling by Keith Canterbury Oct 1, 12:39 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 1d 3h
🆕
▶
2 Status: Entered Oct 1, 2:36 PM
Status: Entered → Technician Assigned
👷
Technician Assigned by Charles Ramen
Technician: Brandon Green
💵
Expenses Added Oct 1, 4:17 PM
Type: Expenses
Status: Open
Qty: 1
⏳ 4.0 business days
🗓️
▶
3 Status: Scheduled Oct 6, 12:07 PM
Status: Scheduled → Dispatch Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2025-10-09T14:00:00.000+0000
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2025-10-09T15:00:00.000+0000
⏳ 4.0 business days
⏱️
5x Labor Added Oct 9, 5:41 PM
Type: Labor, Travel
Status: Open
Qty: 3.4166666666667, 200
✔️
Status: Completed by Brandon Green Oct 9, 5:54 PM
From: Scheduled, Completed
To: Completed, Incomplete
Duration in Previous: 3d 5h, 0m
⚠️ 7.8 business days
🔍
Status: L2 Screening by Jessica Sells Oct 21, 10:50 AM
From: Incomplete
To: L2 Screening
Duration in Previous: 11d 16h
📦
▶
2 Parts Requested Oct 21, 6:24 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Keith Weiss
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 7h 34m
⚠️ 6.7 business days
💵
▶
2 Expenses Added Oct 29, 3:05 PM
Expenses Added → Status: Reschedule
🔄
Status: Reschedule by Amy Greene
From: Awaiting Parts
To: Reschedule
Duration in Previous: 7d 20h
⏳ 3.0 business days
📅
▶
2 Dispatch Scheduled Oct 31, 11:59 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Charles Ramen
From: Reschedule
To: Scheduled
Duration in Previous: 1d 20h
⚠️ 6.0 business days
🔩
▶
2 4x Parts Added Nov 9, 1:56 PM
4x Parts Added → 5x Labor Added
⏱️
5x Labor Added
Type: Labor, Travel
Status: Open
Qty: 3.25, 2.5, 200
✔️
Status: Completed by Brandon Green Nov 9, 2:03 PM
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 9d 3h, 0m
⏳ 2.0 business days
📄
▶
2 Status: Ready to Bill Nov 12, 9:20 AM
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 Nov 13, 10:50 AM
Invoice Number: SM-246256

Bottlenecks

Awaiting Parts
Duration: 11.0 business days (threshold: 3.0 business days)
Exceeded by 8.0 business days
Assigned
Duration: 1.5 business days (threshold: 4.0 business hours)
Exceeded by 1.0 business days
Assigned
Duration: 3.7 business days (threshold: 4.0 business hours)
Exceeded by 3.2 business days
Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Awaiting Parts
Duration: 6.2 business days (threshold: 3.0 business days)
Exceeded by 3.2 business days
Reschedule
Duration: 2.6 business days (threshold: 2.0 business days)
Exceeded by 4.9 business hours
Scheduled
Duration: 6.0 business days (threshold: 2.0 business days)
Exceeded by 4.0 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00526205
Closed
📦
Parts Order 00081724
Closed
📦
Parts Order 00083946
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P7
Type
Repair
Branch
ERLA - PROD
Technician
Brandon Green
Scheduled
Nov 7, 10:00 AM
Created
Sep 15, 9:37 AM
Invoice #
SM-246256

Work Details (16)

Name Type Status Qty Amount Date
WL-02956441 Expenses Open 1 $16.52 Oct 1, 4:17 PM
WL-02965534 Labor Open 3.4166666666667 $0.00 Oct 9, 5:41 PM
WL-02965535 Labor Open 1 $0.00 Oct 9, 5:41 PM
WL-02965536 Labor Open 3 $0.00 Oct 9, 5:41 PM
WL-02965537 Travel Open 200 $0.00 Oct 9, 5:41 PM
WL-02965538 Travel Open 200 $0.00 Oct 9, 5:41 PM
WL-02988255 Expenses Open 1 $0.00 Oct 29, 3:05 PM
WL-03001432 Parts Open 2 $4.56 Nov 9, 1:56 PM
WL-03001433 Parts Open 2 $10.80 Nov 9, 1:56 PM
WL-03001434 Parts Open 2 $2.78 Nov 9, 1:56 PM
WL-03001435 Parts Open 2 $7.42 Nov 9, 1:56 PM
WL-03001436 Labor Open 3.25 $0.00 Nov 9, 1:59 PM
WL-03001437 Labor Open 2.5 $0.00 Nov 9, 1:59 PM
WL-03001438 Labor Open 3.25 $0.00 Nov 9, 1:59 PM
WL-03001439 Travel Open 200 $0.00 Nov 9, 1:59 PM
WL-03001440 Travel Open 200 $0.00 Nov 9, 1:59 PM

Details