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WO-01310991 ↗ ServiceMax

NORA Philadelphia • Repair • P7

📍 NORA - Philadelphia — 401 N. 3rd Street, Philadelphia PA, 19123

Oct 23, 2025 → Dec 10, 2025

✅ Completed
P7
SLA Clock
7 business days from creation · Target: Nov 3, 2025
✗ SLA Missed (5 biz days late)
Active: 12 biz days
Paused: 20 biz days
Budget: 7 biz days
🕐 Clock stopped: Completed (Dec 11, 2025)
SLA Target
▶ Clock Running
Status: Created
Oct 23 → Oct 23, 2025
0 business days (counted)
Running total: 0 of 7 biz days used
▶ Clock Running
Status: L2 Screening
Oct 23 → Oct 23, 2025
0 business days (counted)
Running total: 0 of 7 biz days used
⏸20d
⏸ Clock Paused
Status: Awaiting Parts
Oct 23 → Nov 21, 2025
20 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Nov 21 → Nov 21, 2025
0 business days (counted)
Running total: 0 of 7 biz days used
4d
▶ Clock Running
Status: Assigned
Nov 21 → Dec 1, 2025
4 business days (counted)
Running total: 4 of 7 biz days used
7d
▶ Clock Running
Status: Scheduled
Dec 1 → Dec 10, 2025
7 business days (counted)
Running total: 11 of 7 biz days used
▶ Clock Running
Status: Tech On Site
Dec 10 → Dec 11, 2025
1 business day (counted)
Running total: 12 of 7 biz days used
Created: Oct 23, 2025 Completed: Dec 11, 2025
Business Days Used 12 / 7
0 7d budget +5d over
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Oct 23 → Oct 23 Created ▶ Running 0 0 / 7
Oct 23 → Oct 23 L2 Screening ▶ Running 0 0 / 7
Oct 23 → Nov 21 Awaiting Parts ⏸ Paused 20 —
Nov 21 → Nov 21 Ready for Scheduling ▶ Running 0 0 / 7
Nov 21 → Dec 1 Assigned ▶ Running 4 4 / 7
Dec 1 → Dec 10 Scheduled ▶ Running 7 11 / 7
Dec 10 → Dec 11 Tech On Site ▶ Running 1 12 / 7
Dispatch 0.0d
Material Management 21.0d
Coordinators 13.0d
Field Work 1.5d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
21.0 days
Over SLA
Coordinators
13.0 days
Over SLA
Field Work
1.5 days
Over SLA
Billing
0.0 days
Created: Oct 23, 2025 Due: Dec 2, 2025 Completed: Dec 11, 2025 (8 days late)
📅
32.5 days Total Age
⏱️
21.0d in Awaiting Parts Longest Stage
🔄
9 transitions Status Changes
⚠️
29.2d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
7 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00537523
NORA - Philadelphia (Follow up)
Closed
Q-00030731 Follow up to WO-01308009 24-H MiniMAXX 24G-028334 Quote needed NEEDS: - (1) 152-5362: I-Beam with Fillers - (5) 345-2400: Roll Pin - (32) 340-2200: Pop Rivet for patient skin plate - (6) 340-2100: I-Beam Rivet - (3) 150-8790: Lock Pin, welded - (4) 345-1700: Roll Pin - (3) 268-2950: Compression Spring (for the Lock Pins) - (2) 866-1660: Bushing - (1) 330-2270: Nut - (1) 365-1700: Bolt - (1) 269-0116: Spring, Trigger (often broken, but not noticed until the I-Beam is taken apart) - (1) 866-1650: Bushing (may not be needed, but they fall out and get lost easily when disassembling) - (1) 330-6429: Lock nut, elastic
Priority
High
Origin
Created From WO
Reason
New Case
Contact
DNU-Jay Houck
Owner
Jessica Sells
Created
Oct 22, 2025
Work Orders from this Case (1)
WO-01310991 (current) Invoiced
Repair • Chris Galasso
Created: Oct 23, 2025 • Closed: Dec 10, 2025
Completed with significant delays
Invoiced • 132 days old
🚨
Primary Delay 21.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 29.2 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
21.0d / 3.0d SLA
Ready for Scheduling
0.9d / 1.0d SLA
Assigned
4.2d / 0.5d SLA
Scheduled
8.0d / 2.0d SLA
Tech On Site
1.5d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/1 MOwens Scott called back and requested the repair visit for 12/10. I let him know the eta will be between 9-9:30am.

12/1 MOwens Called and spoke to Scott Kibbler. He is checking what days next week after Monday work to schedule the repair visit.

11/17/2025 LHill-still waiting for parts to ship on WO-01310991.


11/7/25 SReich - Changed POC, per a phone call from Jay Houck. Jay is no longer associated with this location.


10/23/2025jsells

Q-00030731

🔧 Work Performed
REPLACED FILLER BARS AND LOCKING PINS AND SPRINGS FROM COMPONENTS SHIPPED; BLANK FILLER BARS SENT DRILLED TO MATCH FACTORY DRILLED FILLER BARS AND USED ON THIS COT; LOAD TESTED GOOD
🔍 Technician Findings
CUSTOMER REPORTING COT COLLAPSING UNEXPECTEDLY; COULD NOT REPRODUCE; CUSTOMER SWAPPING LOCKING COMPONENTS AS A PRECAUTION
⚠️ Problem Description
Q-00030731 Follow up to WO-01308009 24-H MiniMAXX 24G-028334 Quote needed NEEDS: - (1) 1525362: I-Beam with Fillers - (5) 3452400: Roll Pin - (32) 3402200: Pop Rivet for patient skin plate - (6) 3402100: I-Beam Rivet - (3) 1508790: Lock Pin, welded - (4) 3451700: Roll Pin - (3) 2682950: Compression Spring (for the Lock Pins) - (2) 8661660: Bushing - (1) 3302270: Nut - (1) 3651700: Bolt - (1) 2690116: Spring, Trigger (often broken, but not noticed until the I-Beam is taken apart) - (1) 8661650: Bushing (may not be needed, but they fall out and get lost easily when disassembling) - (1) 3306429: Lock nut, elastic
📄 Description
Ferno 24-H miniMAXX Heavy Duty Narrow Body Mortuary Cot

Timeline

📞
Case Linked Oct 22, 2:37 PM
Case Number: 00537523
Subject: NORA - Philadelphia (Follow up)
Status: Closed
📋
▶
2 Work Order Created Oct 23, 11:37 AM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Jessica Sells
From: Entered
To: L2 Screening
Duration in Previous: 4m
📦
▶
2 Parts Requested Oct 23, 11:51 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Dave Creditt
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 10m
📦
Parts Requested Oct 23, 12:00 PM
Order: 00084053
Status: Canceled
🚨 21.0 business days
📅
Status: Ready for Scheduling by Keith Canterbury Nov 21, 10:59 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 29d 0h
👷
▶
2 Technician Assigned Nov 21, 5:47 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Stephanie Ramen
From: Ready for Scheduling
To: Assigned
Duration in Previous: 6h 48m
⏳ 1.8 business days
🔩
5x Parts Added Nov 24, 10:30 AM
Type: Parts, Expenses
Status: Open
Qty: 1, 3, 4
⏳ 4.0 business days
🗓️
▶
2 Status: Scheduled Dec 1, 9:59 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2025-12-10T14:00:00.000+0000
⚠️ 8.0 business days
🔧
Status: Tech On Site by Chris Galasso Dec 10, 10:36 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 9d 0h
⏱️
2x Labor Added Dec 10, 10:51 PM
Type: Labor
Status: Open
Qty: 2, 1.5
✔️
Status: Completed by Chris Galasso Dec 10, 11:08 PM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 12h 31m, 0m
⏳ 2.1 business days
📄
▶
2 Status: Ready to Bill Dec 12, 12:51 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🚨 15.0 business days
🧾
Invoice Created Jan 5, 9:47 AM
Invoice Number: SM-249031

Bottlenecks

Awaiting Parts
Duration: 21.0 business days (threshold: 3.0 business days)
Exceeded by 18.0 business days
Assigned
Duration: 4.2 business days (threshold: 4.0 business hours)
Exceeded by 3.7 business days
Scheduled
Duration: 8.0 business days (threshold: 2.0 business days)
Exceeded by 6.0 business days
Tech On Site
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 4.1 business hours
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00537523
Closed
📦
Parts Order 00084052
Closed
📦
Parts Order 00084053
Canceled

ℹ️ Work Order Details

Status
Invoiced
Priority
P7
Type
Repair
Branch
N/A
Technician
Chris Galasso
Scheduled
Dec 10, 9:00 AM
Created
Oct 23, 11:37 AM
Invoice #
SM-249031

Work Details (7)

Name Type Status Qty Amount Date
WL-03018311 Parts Open 1 $465.00 Nov 24, 10:30 AM
WL-03018315 Parts Open 3 $108.00 Nov 24, 10:30 AM
WL-03018316 Parts Open 4 $4.00 Nov 24, 10:30 AM
WL-03018317 Parts Open 3 $6.00 Nov 24, 10:30 AM
WL-03018324 Expenses Open 1 $57.12 Nov 24, 10:30 AM
WL-03033740 Labor Open 2 $298.00 Dec 10, 10:51 PM
WL-03033741 Labor Open 1.5 $223.50 Dec 10, 10:51 PM

Details