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WO-01305851 ↗ ServiceMax

FRIENDLY MEDICAL TRANSPORT • Repair • P7

📍 FRIENDLY MEDICAL TRANSPORT - Morehead City — 3402 MANDY LANE, Morehead City NC, 28557

Sep 23, 2025 → Oct 7, 2025

✅ Completed
P7
SLA Clock
7 business days from creation · Target: Oct 2, 2025
✗ SLA Missed (1 biz days late)
Active: 8 biz days
Paused: 3 biz days
Budget: 7 biz days
🕐 Clock stopped: Completed (Oct 8, 2025)
SLA Target
▶ Clock Running
Status: Created
Sep 23 → Sep 23, 2025
0 business days (counted)
Running total: 0 of 7 biz days used
▶ Clock Running
Status: L2 Screening
Sep 23 → Sep 23, 2025
0 business days (counted)
Running total: 0 of 7 biz days used
⏸3d
⏸ Clock Paused
Status: Awaiting Parts
Sep 23 → Sep 26, 2025
3 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Sep 26 → Sep 26, 2025
0 business days (counted)
Running total: 0 of 7 biz days used
2d
▶ Clock Running
Status: Assigned
Sep 26 → Sep 30, 2025
2 business days (counted)
Running total: 2 of 7 biz days used
5d
▶ Clock Running
Status: Scheduled
Sep 30 → Oct 7, 2025
5 business days (counted)
Running total: 7 of 7 biz days used
▶ Clock Running
Status: Tech On Site
Oct 7 → Oct 8, 2025
1 business day (counted)
Running total: 8 of 7 biz days used
Created: Sep 23, 2025 Completed: Oct 8, 2025
Business Days Used 8 / 7
0 7d budget +1d over
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Sep 23 → Sep 23 Created ▶ Running 0 0 / 7
Sep 23 → Sep 23 L2 Screening ▶ Running 0 0 / 7
Sep 23 → Sep 26 Awaiting Parts ⏸ Paused 3 —
Sep 26 → Sep 26 Ready for Scheduling ▶ Running 0 0 / 7
Sep 26 → Sep 30 Assigned ▶ Running 2 2 / 7
Sep 30 → Oct 7 Scheduled ▶ Running 5 7 / 7
Oct 7 → Oct 8 Tech On Site ▶ Running 1 8 / 7
Dispatch 0.0d
Material Management 3.6d
Coordinators 8.4d
Field Work 0.9d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
3.6 days
Over SLA
Coordinators
8.4 days
Over SLA
Field Work
0.9 days
Billing
0.0 days
Created: Sep 23, 2025 Due: Oct 2, 2025 Completed: Oct 8, 2025 (5 days late)
📅
10.7 days Total Age
⏱️
5.5d in Scheduled Longest Stage
🔄
12 transitions Status Changes
⚠️
7.5d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
8 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00529571
FRIENDLY MEDICAL TRANSPORT - Morehead City (needs quote)
Closed
Q-00030222 Ferno, Model INX Some of the soft press buttons are not working 1ea 0906026
Priority
High
Origin
Phone
Reason
New Case
Contact
Nathan Awalt
Owner
Shelby Robinson
Created
Sep 23, 2025
Work Orders from this Case (1)
WO-01305851 (current) Invoiced
Repair • Todd Fogiel
Created: Sep 23, 2025 • Closed: Oct 7, 2025
Completed with minor delays
Invoiced • 162 days old
🚨
Primary Delay 5.5 days stuck in "Scheduled"
⏱️
Total Delay 7.5 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
0.0d / 1.0d SLA
Awaiting Parts
3.6d / 3.0d SLA
Ready for Scheduling
0.0d / 1.0d SLA
Assigned
2.9d / 0.5d SLA
Scheduled
5.5d / 2.0d SLA
Tech On Site
0.9d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
3.0d / 1.0d SLA
L2 Review
0.6d
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10/9 KWeiss, Reviewed pictures and closing w/o for billing review.

10.9.25 Hshaw - moved WO to L2 for pic review

9/30 MOwens Nathan called back. I offered the first available for the tech on 10/7 for the repair visit. He said that day works good for him. The eta will be between 11-12. He said the stretcher will be available when te tech arrives on 10/7.


9/30 MOwens Called to speak to Nathan Awalt. Left a vm for him to call back to schedule the repair visit.

🔧 Work Performed
Ferno, Model INX Sn: 17S-013738 Buttons replaced Unit cycle tested Unit demonstrated to customer
🔍 Technician Findings
Sn: 17S-013738 Unit lower control buttons inoperable
⚠️ Problem Description
Q-00030222 Ferno, Model INX Some of the soft press buttons are not working 1ea 0906026

Timeline

📞
Case Linked Sep 23, 9:56 AM
Case Number: 00529571
Subject: FRIENDLY MEDICAL TRANSPORT - Morehead City (needs quote)
Status: Closed
📋
▶
4 Work Order Created Sep 23, 3:00 PM
Work Order Created → Status: L2 Screening → Parts Requested → Status: Awaiting Parts
🔍
Status: L2 Screening by Shelby Robinson
From: Entered
To: L2 Screening
Duration in Previous: 0m
📦
Parts Requested
Order: 00082227
Status: Closed
📦
Status: Awaiting Parts by Keith Weiss
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 3m
⏳ 4.0 business days
📅
Status: Ready for Scheduling by Kirsten Walls Sep 26, 12:43 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 2d 21h
👷
▶
2 Status: Assigned Sep 26, 12:49 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Melissa Owens
Technician: Todd Fogiel
🔩
2x Parts Added Sep 26, 2:41 PM
Type: Parts, Expenses
Status: Open
Qty: 1
⏳ 3.0 business days
🗓️
▶
2 Status: Scheduled Sep 30, 3:59 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2025-10-07T15:00:00.000+0000
⚠️ 6.0 business days
🔧
Status: Tech On Site by Todd Fogiel Oct 7, 1:24 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 6d 21h
✔️
Status: Completed by Todd Fogiel Oct 7, 8:20 PM
From: Tech On Site
To: Completed
Duration in Previous: 6h 55m
⏱️
6x Labor Added Oct 7, 8:26 PM
Type: Labor, Travel, Expenses
Status: Open
Qty: 1, 6, 5.5, 276, 275
🏁
Status: Closed by Todd Fogiel Oct 7, 8:33 PM
From: Completed
To: Closed
Duration in Previous: 13m
⏳ 2.4 business days
👀
Status: L2 Review by Hannah Shaw Oct 9, 3:34 PM
From: Closed
To: L2 Review
Duration in Previous: 1d 19h
🏁
Status: Closed by Keith Weiss Oct 9, 8:21 PM
From: L2 Review
To: Closed
Duration in Previous: 4h 46m
📄
▶
2 Status: Ready to Bill Oct 10, 9:08 AM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
⏳ 1.0 business days
🧾
Invoice Created Oct 13, 12:19 PM
Invoice Number: SM-243324

Bottlenecks

Awaiting Parts
Duration: 3.6 business days (threshold: 3.0 business days)
Exceeded by 4.9 business hours
Assigned
Duration: 2.9 business days (threshold: 4.0 business hours)
Exceeded by 2.4 business days
Scheduled
Duration: 5.5 business days (threshold: 2.0 business days)
Exceeded by 3.5 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00529571
Closed
📦
Parts Order 00082227
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P7
Type
Repair
Branch
ERLA - PROD
Technician
Todd Fogiel
Scheduled
Oct 7, 11:00 AM
Created
Sep 23, 3:00 PM
Invoice #
SM-243324

Work Details (8)

Name Type Status Qty Amount Date
WL-02950982 Parts Open 1 $192.00 Sep 26, 2:41 PM
WL-02950983 Expenses Open 1 $20.48 Sep 26, 2:42 PM
WL-02962713 Labor Open 1 $130.00 Oct 7, 8:26 PM
WL-02962714 Labor Open 6 $1,105.00 Oct 7, 8:26 PM
WL-02962715 Labor Open 5.5 $0.00 Oct 7, 8:26 PM
WL-02962716 Travel Open 276 $0.00 Oct 7, 8:26 PM
WL-02962717 Expenses Open 1 $0.00 Oct 7, 8:26 PM
WL-02962718 Travel Open 275 $385.70 Oct 7, 8:26 PM

Details