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WO-01305141 ↗ ServiceMax

NEPTUNE TOWNSHIP EMS • Repair • P7

📍 Neptune Township EMS - Heck Ave — 2201 Heck Avenue Neptune, Neptune NJ, 07753

Sep 18, 2025 → Oct 20, 2025

✅ Completed
P7
SLA Clock
7 business days from creation · Target: Sep 29, 2025
✗ SLA Missed
Active: 5 biz days
Paused: 16 biz days
Budget: 7 biz days
🕐 Clock stopped: Completed (Oct 20, 2025)
SLA Target
▶ Clock Running
Status: Created
Sep 18 → Sep 18, 2025
0 business days (counted)
Running total: 0 of 7 biz days used
▶ Clock Running
Status: L2 Screening
Sep 18 → Sep 18, 2025
0 business days (counted)
Running total: 0 of 7 biz days used
⏸16d
⏸ Clock Paused
Status: Awaiting Parts
Sep 18 → Oct 13, 2025
16 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Oct 13 → Oct 13, 2025
0 business days (counted)
Running total: 0 of 7 biz days used
▶ Clock Running
Status: Assigned
Oct 13 → Oct 14, 2025
1 business day (counted)
Running total: 1 of 7 biz days used
4d
▶ Clock Running
Status: Scheduled
Oct 14 → Oct 20, 2025
4 business days (counted)
Running total: 5 of 7 biz days used
▶ Clock Running
Status: Tech On Site
Oct 20 → Oct 20, 2025
0 business days (counted)
Running total: 5 of 7 biz days used
Created: Sep 18, 2025 Completed: Oct 20, 2025
Business Days Used 5 / 7
0 7d budget
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Sep 18 → Sep 18 Created ▶ Running 0 0 / 7
Sep 18 → Sep 18 L2 Screening ▶ Running 0 0 / 7
Sep 18 → Oct 13 Awaiting Parts ⏸ Paused 16 —
Oct 13 → Oct 13 Ready for Scheduling ▶ Running 0 0 / 7
Oct 13 → Oct 14 Assigned ▶ Running 1 1 / 7
Oct 14 → Oct 20 Scheduled ▶ Running 4 5 / 7
Oct 20 → Oct 20 Tech On Site ▶ Running 0 5 / 7
Dispatch 0.3d
Material Management 16.8d
Coordinators 6.0d
Field Work 1.0d
Billing 0.0d
✗ SLA Missed
Dispatch
0.3 days
Material Management
16.8 days
Over SLA
Coordinators
6.0 days
Over SLA
Field Work
1.0 days
Billing
0.0 days
Created: Sep 18, 2025 Due: Oct 21, 2025 Completed: Oct 20, 2025 (1 days early)
📅
22.0 days Total Age
⏱️
16.8d in Awaiting Parts Longest Stage
🔄
10 transitions Status Changes
⚠️
17.5d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
11 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

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Originating Case

Open in Salesforce →
🎫
Case #00527747
L2 review - EMS
Closed
Q-00030114 Backrest 2390551 Seat 2390550 Upper telescoping cap on left side non-iv 8484616 2ea lower slide 8484618 screw 2ea 3651150 screw 3653875 Parts Needed- Emsar to follow up with quote for needed replacement part. Out of tolerance.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Bil Rosen
Owner
Sherry Reich
Created
Sep 16, 2025
Work Orders from this Case (1)
WO-01305141 (current) Invoiced
Repair • David Trost
Created: Sep 18, 2025 • Closed: Oct 20, 2025
Completed with significant delays
Invoiced • 167 days old
🚨
Primary Delay 16.8 days stuck in "Awaiting Parts"
⏱️
Total Delay 17.5 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
0.3d / 1.0d SLA
Awaiting Parts
16.8d / 3.0d SLA
Ready for Scheduling
0.0d / 1.0d SLA
Assigned
1.0d / 0.5d SLA
Scheduled
5.0d / 2.0d SLA
Tech On Site
1.0d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.2d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
10/14 KSmith -- Scheduled for 10/20 with Tim. 9-11am

10/14 KSmith -- Bil is out of state and asked that we schedule with Tim

Timothy Kortenhaus <tkortenhaus@neptunetownship.org>

10/14 KSmith -- Left VM and sent email to schedule for 10/20 on WO-01305141

10/13 KSmith -- Goes to Trost. Final WO needed to schedule

🔧 Work Performed
replaced all needed components. completed maintenance and returned unit to service
🔍 Technician Findings
replaced all needed components. completed maintenance and returned unit to service
⚠️ Problem Description
Q-00030114 Backrest 2390551 Seat 2390550 Upper telescoping cap on left side non-iv 8484616 2ea lower slide 8484618 screw 2ea 3651150 screw 3653875 Parts Needed- Emsar to follow up with quote for needed replacement part. Out of tolerance. https://www.ebiotrack.com/workorder.php?wo=68304
📄 Description
Ferno Model 59-T EZ-Glide Stair Chair

Timeline

📞
Case Linked Sep 16, 4:26 PM
Case Number: 00527747
Subject: L2 review - EMS
Status: Closed
⏳ 2.9 business days
📋
▶
2 Work Order Created Sep 18, 11:15 AM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Sherry Reich
From: Entered
To: L2 Screening
Duration in Previous: 4m
📦
▶
2 Parts Requested Sep 18, 1:42 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Dave Creditt
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 2h 22m
🚨 17.0 business days
📅
Status: Ready for Scheduling by Amy Greene Oct 13, 1:06 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 24d 23h
👷
▶
2 Status: Assigned Oct 13, 1:39 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Kourtney Smith
Technician: David Trost
🔩
7x Parts Added Oct 13, 5:46 PM
Type: Parts, Expenses
Status: Open
Qty: 1, 2
🗓️
▶
2 Status: Scheduled Oct 14, 11:50 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-10-20T14:00:00.000+0000
⚠️ 5.0 business days
🔧
Status: Tech On Site by David Trost Oct 20, 10:09 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 22h
⏱️
▶
2 4x Labor Added Oct 20, 6:11 PM
4x Labor Added → Status: Completed
✔️
Status: Completed by David Trost
From: Tech On Site
To: Completed
Duration in Previous: 8h 1m
🏁
Status: Closed by David Trost Oct 20, 6:21 PM
From: Completed
To: Closed
Duration in Previous: 9m
📄
▶
2 Status: Ready to Bill Oct 21, 1:05 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⏳ 4.0 business days
🧾
Invoice Created Oct 24, 8:59 PM
Invoice Number: SM-244293

Bottlenecks

Awaiting Parts
Duration: 16.8 business days (threshold: 3.0 business days)
Exceeded by 13.8 business days
Assigned
Duration: 1.0 business days (threshold: 4.0 business hours)
Exceeded by 4.0 business hours
Scheduled
Duration: 5.0 business days (threshold: 2.0 business days)
Exceeded by 3.0 business days
Closed
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.6 business hours

🔗 Related Artifacts

📞
Case 00527747
Closed
📦
Parts Order 00081986
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P7
Type
Repair
Branch
N/A
Technician
David Trost
Scheduled
Oct 20, 10:00 AM
Created
Sep 18, 11:15 AM
Invoice #
SM-244293

Work Details (11)

Name Type Status Qty Amount Date
WL-02969044 Parts Open 1 $117.00 Oct 13, 5:46 PM
WL-02969045 Parts Open 1 $117.00 Oct 13, 5:46 PM
WL-02969046 Parts Open 1 $365.33 Oct 13, 5:46 PM
WL-02969047 Parts Open 2 $4.00 Oct 13, 5:46 PM
WL-02969048 Parts Open 2 $4.00 Oct 13, 5:46 PM
WL-02969049 Parts Open 1 $2.00 Oct 13, 5:46 PM
WL-02969050 Expenses Open 1 $0.00 Oct 13, 5:46 PM
WL-02977538 Labor Open 2 $0.00 Oct 20, 6:11 PM
WL-02977539 Labor Open 1.5 $0.00 Oct 20, 6:11 PM
WL-02977540 Travel Open 76 $0.00 Oct 20, 6:11 PM
WL-02977541 Expenses Open 1 $0.00 Oct 20, 6:11 PM

Details