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WO-01308188 ↗ ServiceMax

Mercy Health LifeFlight • Parts Sale • PSM

📍 Mercy Health LifeFlight — 9760 Waterville Swanton Rd, Waterville OH, 43566

Oct 7, 2025 → Oct 8, 2025

✅ Completed
PSM
SLA Clock
Last business day of October 2025 · Target: Oct 31, 2025
✓ SLA Met (16 biz days early)
Active: 1 biz days
🕐 Clock stopped: Invoiced (Oct 8, 2025)
▶ Clock Running
Status: Created
Oct 7 → Oct 7, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Oct 7 → Oct 7, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: L2 Screening
Oct 7 → Oct 7, 2025
0 business days (counted)
Running total: 0 of ? biz days used
1d
▶ Clock Running
Status: On Hold
Oct 7 → Oct 8, 2025
1 business day (counted)
Running total: 1 of ? biz days used
0d
▶ Clock Running
Status: Assigned
Oct 8 → Oct 8, 2025
0 business days (counted)
Running total: 1 of ? biz days used
⏸ Clock Paused
Status: Awaiting Parts
Oct 8 → Oct 8, 2025
0 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Oct 8 → Oct 8, 2025
0 business days (counted)
Running total: 1 of ? biz days used
▶ Clock Running
Status: Billing Review
Oct 8 → Oct 8, 2025
0 business days (counted)
Running total: 1 of ? biz days used
Created: Oct 7, 2025 Invoiced: Oct 8, 2025
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Oct 7 → Oct 7 Created ▶ Running 0 0
Oct 7 → Oct 7 Assigned ▶ Running 0 0
Oct 7 → Oct 7 L2 Screening ▶ Running 0 0
Oct 7 → Oct 8 On Hold ▶ Running 1 1
Oct 8 → Oct 8 Assigned ▶ Running 0 1
Oct 8 → Oct 8 Awaiting Parts ⏸ Paused 0 —
Oct 8 → Oct 8 Ready for Scheduling ▶ Running 0 1
Oct 8 → Oct 8 Billing Review ▶ Running 0 1
Dispatch 0.0d
Material Management 0.0d
Holding 1.5d (excluded)
Coordinators 2.0d
Billing 2.0d
✓ SLA Met
Dispatch
0.0 days
Material Management
0.0 days
Holding (excluded from total)
1.5 days
Coordinators
2.0 days
Over SLA
Billing
2.0 days
Created: Oct 7, 2025 Due: Nov 7, 2025 Completed: Oct 8, 2025 (30 days early)
📅
1.5 days Total Age
⏱️
2.0d in Billing Review Longest Stage
🔄
10 transitions Status Changes
⚠️
1.1d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
2 lines Work Details
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00533459
L2 review - EMS
Closed
Part order needed Qty 1-XRS-2400PL addl Kit
Priority
High
Origin
Email
Reason
New Case
Contact
Christopher Schultz
Owner
Kimberly Hardison
Created
Oct 7, 2025
Work Orders from this Case (1)
WO-01308188 (current) Invoiced
Parts Sale • Brendan Chaney
Created: Oct 7, 2025 • Closed: Oct 8, 2025
Completed with minor delays
Invoiced • 148 days old
🚨
Primary Delay 2.0 days stuck in "Billing Review"
⏱️
Total Delay 1.1 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
On Hold
1.5d
Assigned
2.0d / 0.5d SLA
Awaiting Parts
0.0d / 3.0d SLA
Billing Review
2.0d / 2.0d SLA
Ready to Bill
0.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
10/7 KHardison, Put on hold for Brendan Chaney to discuss with customer.
⚠️ Problem Description
Part order needed Qty 1- XRS2400PL

Timeline

📞
Case Linked Oct 7, 9:08 AM
Case Number: 00533459
Subject: L2 review - EMS
Status: Closed
📋
▶
2 Work Order Created Oct 7, 3:37 PM
Work Order Created → Status: Assigned
👷
Status: Assigned by Kimberly Hardison
From: Entered, Assigned
To: Assigned, L2 Screening
Duration in Previous: 0m
⏸️
Status: On Hold by Kimberly Hardison Oct 7, 3:49 PM
From: L2 Screening
To: On Hold
Duration in Previous: 11m
👷
▶
2 Technician Assigned Oct 8, 8:43 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by David Butler
From: On Hold
To: Assigned
Duration in Previous: 16h 54m
📦
▶
2 Parts Requested Oct 8, 11:12 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Brendan Chaney
From: Assigned
To: Awaiting Parts
Duration in Previous: 2h 28m
📅
Status: Ready for Scheduling by Brendan Chaney Oct 8, 11:22 AM
From: Awaiting Parts, Ready for Scheduling
To: Ready for Scheduling, Billing Review
Duration in Previous: 10m
⏳ 2.0 business days
📦
▶
3 Status: Awaiting Parts Oct 9, 2:49 PM
Status: Awaiting Parts → Status: Assigned → 2x Parts Added
👷
Status: Assigned by Brendan Chaney
From: Awaiting Parts
To: Assigned
Duration in Previous: 3m
🔩
2x Parts Added
Type: Parts, Expenses
Status: Open
Qty: 1
⏳ 2.0 business days
💵
Status: Billing Review by Brendan Chaney Oct 13, 8:50 AM
From: Assigned, Billing Review
To: Billing Review, Ready to Bill
Duration in Previous: 3d 17h, 0m
📨
▶
2 Status: Invoice Pending Oct 13, 10:29 AM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 3m
🚨 36.0 business days
🧾
Invoice Created Dec 7, 2:05 PM
Invoice Number: SM-243430

Bottlenecks

Assigned
Duration: 1.6 business days (threshold: 4.0 business hours)
Exceeded by 1.1 business days

🔗 Related Artifacts

📞
Case 00533459
Closed
📦
Parts Order 00083166
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Parts Sale
Branch
N/A
Technician
Brendan Chaney
Scheduled
N/A
Created
Oct 7, 3:37 PM
Invoice #
SM-243430

Work Details (2)

Name Type Status Qty Amount Date
WL-02965259 Parts Open 1 $2,495.00 Oct 9, 2:52 PM
WL-02965260 Expenses Open 1 $150.00 Oct 9, 2:52 PM

Details