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WO-01305830 ↗ ServiceMax

ROSS MORTUARY • Preventive Maintenance • PSM

📍 Ross Mortuary — 3618 Lyons Ave., Houston TX, 77020

Sep 23, 2025 → Oct 22, 2025

✅ Completed
PSM
SLA Clock
Last business day of September 2025 · Target: Sep 30, 2025
✗ SLA Missed (14 biz days late)
Active: 20 biz days
🕐 Clock stopped: Invoiced (Oct 22, 2025)
▶ Clock Running
Status: Created
Sep 23 → Sep 23, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 23 → Sep 23, 2025
0 business days (counted)
Running total: 0 of ? biz days used
11d
▶ Clock Running
Status: Assigned
Sep 23 → Oct 8, 2025
11 business days (counted)
Running total: 11 of ? biz days used
9d
▶ Clock Running
Status: Scheduled
Oct 8 → Oct 22, 2025
9 business days (counted)
Running total: 20 of ? biz days used
Created: Sep 23, 2025 Invoiced: Oct 22, 2025
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Sep 23 → Sep 23 Created ▶ Running 0 0
Sep 23 → Sep 23 Ready for Scheduling ▶ Running 0 0
Sep 23 → Oct 8 Assigned ▶ Running 11 11
Oct 8 → Oct 22 Scheduled ▶ Running 9 20
Dispatch 0.0d
Coordinators 22.0d
Billing 35.5d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
22.0 days
Over SLA
Billing
35.5 days
Over SLA
Created: Sep 23, 2025 Due: Oct 31, 2025 Completed: Oct 22, 2025 (9 days early)
📅
20.4 days Total Age
⏱️
30.4d in Billing Review Longest Stage
🔄
9 transitions Status Changes
⚠️
48.8d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00529736
eBiotrack - New Inspection Created
Closed
Inspection: Initial Annual Inspection Service Equip: 6 https://www.ebiotrack.com/inspection.php?iid=30278 Q-00030178 Site needing PM service on 6 Church Trucks Model 87 (Series Church Truck) x6 No serial numbers given
Priority
Standard
Origin
Email
Reason
New Case
Contact
Bruce Johnson
Owner
John Rolston
Created
Sep 23, 2025
Work Orders from this Case (1)
WO-01305830 (current) Invoiced
Preventive Maintenance • Chane Lacy
Created: Sep 23, 2025 • Closed: Oct 22, 2025
Completed with significant delays
Invoiced • 162 days old
🚨
Primary Delay 30.4 days stuck in "Billing Review"
⏱️
Total Delay 48.8 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
Ready for Scheduling
0.0d / 1.0d SLA
Assigned
11.6d / 0.5d SLA
Scheduled
10.3d / 2.0d SLA
Closed
2.1d / 1.0d SLA
Billing Review
30.4d / 2.0d SLA
WO Correction Needed
5.2d
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/16/25 CDempsey- Contacting Chane about correction needed.

12/11/25 CDempsey- notified tech of correction needed.

12/10/25 DPatton - Chatter to tech to add PM labor

Travel for 10/22 billed on repair WO 1305834

10/16 KKelch called Bruce to reschedule for 10/22 between 9 and 11 am. Customer confirmed. Call logged on WO-01305834

10/16 KKelch called Bruce to reschedule for 10/22 between 9 and 11 am due to parts delay. He isn't in until 9:30 am. Advised to call back then. Call logged on WO-01305834

10/8 KKelch called Bruce to schedule for 10/16 between 9 and 11 am. Customer confirmed. 

10/1/25 CDempsey- Needs to be scheduled for Chane.

🔧 Work Performed
Ferno Washington Inc - Model 87 (Series Church Truck) Serial #: L-274474 - Asset ID: 13276041 Ferno Washington Inc - Model 87 (Series Church Truck) Serial #: L-495489 - Asset ID: 13276040 Ferno Washington Inc - Model 87 (Series Church Truck) Serial #: D-66006 - Asset ID: 13276039 Ferno Washington Inc - Model 87 (Series Church Truck) Serial #: 08-103762 - Asset ID: 13276038 Ferno Washington Inc - Model 87 (Series Church Truck) Serial #: L-246448 - Asset ID: 13276037
🔍 Technician Findings
Q-00030178 Site needing PM service on 6 Church Trucks Model 87 (Series Church Truck) x6 No serial numbers given
⚠️ Problem Description
Inspection: Initial Annual Inspection Service Equip: 6 https://www.ebiotrack.com/inspection.php?iid=30278 Q-00030178 Site needing PM service on 6 Church Trucks Model 87 (Series Church Truck) x6 No serial numbers given

Timeline

📞
Case Linked Sep 23, 2:25 PM
Case Number: 00529736
Subject: eBiotrack - New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Sep 23, 2:32 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by John Rolston
From: Entered
To: Ready for Scheduling
Duration in Previous: 1m
👷
▶
2 Technician Assigned Sep 23, 2:54 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 21m
🚨 12.0 business days
🗓️
▶
2 Status: Scheduled Oct 8, 12:15 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-10-16T14:00:00.000+0000
⚠️ 6.0 business days
📅
Dispatch Scheduled by Kaitlyn Kelch Oct 16, 10:47 AM
Scheduled For: 2025-10-22T14:00:00.000+0000
⚠️ 5.0 business days
🏁
Status: Closed by Ben Saur Oct 22, 10:51 PM
From: Scheduled
To: Closed
Duration in Previous: 14d 10h
⏳ 2.1 business days
💵
Status: Billing Review by Diane Patton Oct 24, 5:03 PM
From: Closed
To: Billing Review
Duration in Previous: 1d 18h
🚨 30.9 business days
✏️
Status: WO Correction Needed by Diane Patton Dec 10, 5:42 PM
From: Billing Review
To: WO Correction Needed
Duration in Previous: 47d 1h
⚠️ 5.8 business days
⏱️
▶
2 5x Labor Added Dec 17, 5:35 PM
5x Labor Added → Status: Closed
🏁
Status: Closed by Ben Saur
From: WO Correction Needed
To: Closed
Duration in Previous: 6d 23h
📄
▶
3 Status: Ready to Bill Dec 17, 6:19 PM
Status: Ready to Bill → Invoice Created → Status: Invoiced
🧾
Invoice Created
Invoice Number: SM-249330
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 3m

Bottlenecks

Assigned
Duration: 11.6 business days (threshold: 4.0 business hours)
Exceeded by 11.1 business days
Scheduled
Duration: 10.3 business days (threshold: 2.0 business days)
Exceeded by 8.3 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Billing Review
Duration: 30.4 business days (threshold: 2.0 business days)
Exceeded by 28.4 business days

🔗 Related Artifacts

📞
Case 00529736
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Preventive Maintenance
Branch
N/A
Technician
Chane Lacy
Scheduled
Oct 22, 10:00 AM
Created
Sep 23, 2:32 PM
Invoice #
SM-249330

Work Details (5)

Name Type Status Qty Amount Date
WL-03041051 Labor Open 0.5 $164.00 Dec 17, 5:35 PM
WL-03041052 Labor Open 0.5 $164.00 Dec 17, 5:35 PM
WL-03041053 Labor Open 0.5 $164.00 Dec 17, 5:35 PM
WL-03041054 Labor Open 1 $164.00 Dec 17, 5:35 PM
WL-03041055 Labor Open 1 $164.00 Dec 17, 5:35 PM

Details