Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01311013 ↗ ServiceMax

HOLY NAME MEDICAL CENTER • Repair • P7

📍 Holy Name Medical Center - Orchard St. — 199 Orchard Street, Hackensack NJ, 07601

Oct 23, 2025 → Dec 17, 2025

✅ Completed
P7
SLA Clock
7 business days from creation · Target: Nov 3, 2025
✗ SLA Missed (11 biz days late)
Active: 18 biz days
Paused: 19 biz days
Budget: 7 biz days
🕐 Clock stopped: Completed (Dec 18, 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
⏸4d
⏸ Clock Paused
Status: Awaiting Parts
Oct 23 → Oct 29, 2025
4 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Oct 29 → Oct 29, 2025
0 business days (counted)
Running total: 0 of 7 biz days used
▶ Clock Running
Status: Assigned
Oct 29 → Oct 30, 2025
1 business day (counted)
Running total: 1 of 7 biz days used
3d
▶ Clock Running
Status: Scheduled
Oct 30 → Nov 4, 2025
3 business days (counted)
Running total: 4 of 7 biz days used
▶ Clock Running
Status: Completed
Nov 4 → Nov 4, 2025
0 business days (counted)
Running total: 4 of 7 biz days used
4d
▶ Clock Running
Status: Incomplete
Nov 4 → Nov 10, 2025
4 business days (counted)
Running total: 8 of 7 biz days used
▶ Clock Running
Status: L2 Screening
Nov 10 → Nov 10, 2025
0 business days (counted)
Running total: 8 of 7 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Nov 10 → Nov 12, 2025
1 business day (not counted)
▶ Clock Running
Status: Reschedule
Nov 12 → Nov 13, 2025
1 business day (counted)
Running total: 9 of 7 biz days used
4d
▶ Clock Running
Status: Scheduled
Nov 13 → Nov 19, 2025
4 business days (counted)
Running total: 13 of 7 biz days used
▶ Clock Running
Status: Incomplete
Nov 19 → Nov 19, 2025
0 business days (counted)
Running total: 13 of 7 biz days used
▶ Clock Running
Status: Completed
Nov 19 → Nov 19, 2025
0 business days (counted)
Running total: 13 of 7 biz days used
▶ Clock Running
Status: Completed
Nov 19 → Nov 19, 2025
0 business days (counted)
Running total: 13 of 7 biz days used
▶ Clock Running
Status: Incomplete
Nov 19 → Nov 19, 2025
0 business days (counted)
Running total: 13 of 7 biz days used
▶ Clock Running
Status: Completed
Nov 19 → Nov 19, 2025
0 business days (counted)
Running total: 13 of 7 biz days used
▶ Clock Running
Status: Incomplete
Nov 19 → Nov 19, 2025
0 business days (counted)
Running total: 13 of 7 biz days used
▶ Clock Running
Status: L2 Screening
Nov 19 → Nov 19, 2025
0 business days (counted)
Running total: 13 of 7 biz days used
▶ Clock Running
Status: Incomplete
Nov 19 → Nov 20, 2025
1 business day (counted)
Running total: 14 of 7 biz days used
▶ Clock Running
Status: L2 Screening
Nov 20 → Nov 20, 2025
0 business days (counted)
Running total: 14 of 7 biz days used
⏸14d
⏸ Clock Paused
Status: Awaiting Parts
Nov 20 → Dec 12, 2025
14 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Dec 12 → Dec 12, 2025
0 business days (counted)
Running total: 14 of 7 biz days used
▶ Clock Running
Status: Assigned
Dec 12 → Dec 15, 2025
1 business day (counted)
Running total: 15 of 7 biz days used
▶ Clock Running
Status: Scheduled
Dec 15 → Dec 18, 2025
3 business days (counted)
Running total: 18 of 7 biz days used
Created: Oct 23, 2025 Completed: Dec 18, 2025
Business Days Used 18 / 7
0 7d budget +11d over
Show SLA Clock Detail (25 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 → Oct 29 Awaiting Parts ⏸ Paused 4 —
Oct 29 → Oct 29 Ready for Scheduling ▶ Running 0 0 / 7
Oct 29 → Oct 30 Assigned ▶ Running 1 1 / 7
Oct 30 → Nov 4 Scheduled ▶ Running 3 4 / 7
Nov 4 → Nov 4 Completed ▶ Running 0 4 / 7
Nov 4 → Nov 10 Incomplete ▶ Running 4 8 / 7
Nov 10 → Nov 10 L2 Screening ▶ Running 0 8 / 7
Nov 10 → Nov 12 Awaiting Parts ⏸ Paused 1 —
Nov 12 → Nov 13 Reschedule ▶ Running 1 9 / 7
Nov 13 → Nov 19 Scheduled ▶ Running 4 13 / 7
Nov 19 → Nov 19 Incomplete ▶ Running 0 13 / 7
Nov 19 → Nov 19 Completed ▶ Running 0 13 / 7
Nov 19 → Nov 19 Completed ▶ Running 0 13 / 7
Nov 19 → Nov 19 Incomplete ▶ Running 0 13 / 7
Nov 19 → Nov 19 Completed ▶ Running 0 13 / 7
Nov 19 → Nov 19 Incomplete ▶ Running 0 13 / 7
Nov 19 → Nov 19 L2 Screening ▶ Running 0 13 / 7
Nov 19 → Nov 20 Incomplete ▶ Running 1 14 / 7
Nov 20 → Nov 20 L2 Screening ▶ Running 0 14 / 7
Nov 20 → Dec 12 Awaiting Parts ⏸ Paused 14 —
Dec 12 → Dec 12 Ready for Scheduling ▶ Running 0 14 / 7
Dec 12 → Dec 15 Assigned ▶ Running 1 15 / 7
Dec 15 → Dec 18 Scheduled ▶ Running 3 18 / 7
Dispatch 0.6d
Material Management 20.0d
Coordinators 14.3d
Field Work 4.2d
Incomplete 7.2d (excluded)
✗ SLA Missed
Dispatch
0.6 days
Material Management
20.0 days
Over SLA
Coordinators
14.3 days
Over SLA
Field Work
4.2 days
Over SLA
Incomplete (excluded from total)
7.2 days
Created: Oct 23, 2025 Due: Dec 19, 2025 Completed: Dec 18, 2025 (1 days early)
📅
36.9 days Total Age
⏱️
14.3d in Awaiting Parts Longest Stage
🔄
23 transitions Status Changes
⚠️
23.5d over Total Delay
📦
3 orders, 0 quotes Parts & Quotes
📝
11 lines Work Details
🚩
3 visits On-Site Trips
📋
Coordinator Scheduling
🚩
3 On-Site Visits (1 reschedule)
3 on-site visits — why were multiple trips needed?
Visit 1 Nov 4, 2025
Visit 2 Nov 18, 2025
Visit 3 Dec 17, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00537720
L2 review - EMS
Closed
Q-00030745 Our stryker power stretcher mount is not working properly, it is not powering up and when we can get it power up, the arms do not come up. SN: 2101012700032 1ea Battery if needed-6390-001-468 and 1 1/2 hours for the product eval,review and testing to determine if further parts are needed. https://www.ebiotrack.com/workorder.php?wo=69191
Priority
Standard
Origin
Email
Reason
New Case
Contact
Kara Altomare
Owner
Shelby Robinson
Created
Oct 23, 2025
Work Orders from this Case (1)
WO-01311013 (current) Invoiced
Repair • Darrell Hope
Created: Oct 23, 2025 • Closed: Dec 17, 2025
Completed with significant delays
Invoiced • 132 days old
🚨
Primary Delay 14.3 days stuck in "Awaiting Parts"
⏱️
Total Delay 23.5 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
0.6d / 1.0d SLA
Awaiting Parts
20.0d / 3.0d SLA
Ready for Scheduling
2.0d / 1.0d SLA
Assigned
4.0d / 0.5d SLA
Scheduled
7.0d / 2.0d SLA
Incomplete
7.2d
Reschedule
1.3d / 2.0d SLA
Completed
4.2d / 1.0d SLA
Closed
3.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/15/25 RBerry- Updated due date based on parts. Removed delay code.



12/15 KSmith -- Scheduled for 12/17 with Kara. 8-10am

12/15 KSmith -- Responded to Kara's email for update, providing a scheduled date of Wednesday and am awaiting response

12/12 KSmith -- Parts are shipping today

12/03/2025 AGreene - Styker PO015254 required a price adjustment and resubmission to Stryker for processing.

11/23/2025 AGreene - ordered p/n 6390-001-028s on PO015254 for this order and several others.

11/19 KWeiss, Moving w/o back to incomplete to be requoted. Tech requested an actuator, quote had been approved but not yet ordered. Tech now is requesting the housing and slide, which makes up the assembly, and slide shows OBS by itself. Creating case for sales to requote customer for assembly, 6390-001-028.

11/13 KSmith -- Scheduled for 11/18 with Kara. 8-10am

11/13 KSmith -- Sent email to schedule for 11/18

11/13/25 RCook- Updated due date based on parts. Removed delay code.


11/10/2025 SRobinson- Adding Q-00031016 to this WO and sending to L2 for parts.


6390-001-478 ACTUATOR 1 EA


11/10 KSmith -- Quote sent to customer. Valid until 12/7

11/7 KWeiss, Created case and sent to sales for quoting.

10/30 KSmith -- Scheduled for 11/4 with Kara

10/30 KSmith -- Sent email to schedule for Tuesday

🔧 Work Performed
11/4, dhope, troubleshooting, operation testing, parts on order, informed customer of findings and actions to be taken,,,,, 11/18, dhope, parts ordered, disassembled parts bagged and kept secure,,,, 12/17, dhope, replaced actuator, however, could not do functional check because trolley did not have sufficient charge for normal operaton, explained to cuxtomer that trolley would need to fully charge,,
🔍 Technician Findings
11/4, dhope, found trolley assy not releasing cot when release button is pressed, found trolley actuator to be probable cause,,,, 11/18, dhope, upon disassembling trolley assembly found additional damage to actuator slide and housing, ,, 12/17, dhope, return with parts for repair,,,
⚠️ Problem Description
Q-00031204 6390 Power-LOAD 2101012700032 Please requote customer for 1 actuator assembly, 6390-001-028 Tech had originally requested the actuator, quote had been approved but not yet ordered. Tech is now requesting the remaining parts, which makes up the assembly. The slide, by its self, is OBS. Q-00031016 Q-00030745 Our stryker power stretcher mount is not working properly, it is not powering up and when we can get it power up, the arms do not come up. SN: 2101012700032 1ea Battery if needed-6390-001-468 and 1 1/2 hours for the product eval,review and testing to determine if further parts are needed. https://www.ebiotrack.com/workorder.php?wo=69191
📄 Description
Stryker 6390 Power-LOAD Fastener System

Timeline

📞
Case Linked Oct 23, 9:53 AM
Case Number: 00537720
Subject: L2 review - EMS
Status: Closed
📋
▶
2 Work Order Created Oct 23, 12:59 PM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Shelby Robinson
From: Entered
To: L2 Screening
Duration in Previous: 0m
📦
▶
2 Parts Requested Oct 23, 1:05 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Dave Creditt
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 6m
⏳ 4.0 business days
📅
Status: Ready for Scheduling by Amy Greene Oct 28, 9:15 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 5d 8h
👷
▶
2 Technician Assigned Oct 29, 9:08 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 11h 52m
⏳ 2.0 business days
🗓️
▶
2 Status: Scheduled Oct 30, 9:41 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-11-04T14:00:00.000+0000
⏳ 4.0 business days
✔️
Status: Completed by Darrell Hope Nov 4, 5:20 PM
From: Scheduled, Completed
To: Completed, Incomplete
Duration in Previous: 5d 8h, 0m
⏱️
3x Labor Added Nov 4, 5:33 PM
Type: Labor, Travel
Status: Open
Qty: 0.75, 1.4833333333333, 20
⏳ 4.8 business days
🔍
Status: L2 Screening by Shelby Robinson Nov 10, 11:22 AM
From: Incomplete
To: L2 Screening
Duration in Previous: 5d 18h
📦
▶
2 Parts Requested Nov 10, 1:24 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Keith Weiss
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 2h 2m
⏳ 2.0 business days
🔄
Status: Reschedule by Sean Weaver Nov 12, 4:25 PM
From: Awaiting Parts
To: Reschedule
Duration in Previous: 2d 3h
🗓️
▶
2 Status: Scheduled Nov 13, 9:49 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-11-18T14:00:00.000+0000
⏳ 4.0 business days
⚠️
▶
3 Status: Incomplete Nov 18, 8:32 PM
Status: Incomplete → Status: Incomplete → Status: Incomplete
⚠️
Status: Incomplete by Darrell Hope
From: Completed, Incomplete
To: Incomplete, Completed
Duration in Previous: 0m
⚠️
Status: Incomplete by Darrell Hope
From: Completed
To: Incomplete
Duration in Previous: 0m
⏱️
3x Labor Added Nov 18, 8:40 PM
Type: Labor, Travel
Status: Open
Qty: 1.25, 1.9833333333333, 20
🔍
Status: L2 Screening by Shelby Robinson Nov 19, 8:29 AM
From: Incomplete
To: L2 Screening
Duration in Previous: 11h 53m
⚠️
Status: Incomplete by Keith Weiss Nov 19, 10:28 AM
From: L2 Screening
To: Incomplete
Duration in Previous: 1h 59m
⏳ 2.0 business days
🔍
Status: L2 Screening by Jessica Sells Nov 20, 10:49 AM
From: Incomplete
To: L2 Screening
Duration in Previous: 1d 0h
📦
▶
2 Parts Requested Nov 20, 11:25 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Keith Weiss
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 36m
🚨 14.0 business days
📅
Status: Ready for Scheduling by Amy Greene Dec 11, 9:35 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 21d 10h
👷
▶
2 Technician Assigned Dec 12, 7:51 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 10h 15m
🔩
2x Parts Added Dec 12, 8:52 AM
Type: Parts, Expenses
Status: Open
Qty: 1
⏳ 2.0 business days
🗓️
▶
2 Status: Scheduled Dec 15, 10:24 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-12-17T14:00:00.000+0000
⏳ 3.0 business days
✔️
Status: Completed by Darrell Hope Dec 17, 7:06 PM
From: Scheduled
To: Completed
Duration in Previous: 2d 8h
⏱️
▶
2 3x Labor Added Dec 17, 7:13 PM
3x Labor Added → Status: Closed
🏁
Status: Closed by Darrell Hope
From: Completed
To: Closed
Duration in Previous: 7m
⏳ 3.6 business days
📄
Status: Ready to Bill by Diane Patton Dec 22, 11:58 AM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 4d 16h, 0m
🚨 44.0 business days
🧾
Invoice Created Feb 25, 6:45 PM
Invoice Number: SM-249734

Bottlenecks

Awaiting Parts
Duration: 4.0 business days (threshold: 3.0 business days)
Exceeded by 1.0 business days
Assigned
Duration: 2.0 business days (threshold: 4.0 business hours)
Exceeded by 1.5 business days
Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Completed
Duration: 4.2 business days (threshold: 1.0 business days)
Exceeded by 3.2 business days
Awaiting Parts
Duration: 14.3 business days (threshold: 3.0 business days)
Exceeded by 11.3 business days
Assigned
Duration: 2.0 business days (threshold: 4.0 business hours)
Exceeded by 1.5 business days
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00537720
Closed
📦
Parts Order 00084055
Closed
📦
Parts Order 00085035
Closed
📦
Parts Order 00085607
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P7
Type
Repair
Branch
ERLA - PROD
Technician
Darrell Hope
Scheduled
Dec 17, 9:00 AM
Created
Oct 23, 12:59 PM
Invoice #
SM-249734

Work Details (11)

Name Type Status Qty Amount Date
WL-02996165 Labor Open 0.75 $0.00 Nov 4, 5:33 PM
WL-02996166 Labor Open 1.4833333333333 $0.00 Nov 4, 5:33 PM
WL-02996167 Travel Open 20 $0.00 Nov 4, 5:33 PM
WL-03012183 Labor Open 1.25 $0.00 Nov 18, 8:40 PM
WL-03012184 Labor Open 1.9833333333333 $0.00 Nov 18, 8:40 PM
WL-03012185 Travel Open 20 $0.00 Nov 18, 8:40 PM
WL-03035556 Parts Open 1 $206.55 Dec 12, 8:52 AM
WL-03035557 Expenses Open 1 $15.48 Dec 12, 8:52 AM
WL-03041238 Labor Open 1.5 $0.00 Dec 17, 7:13 PM
WL-03041239 Labor Open 2.4833333333333 $0.00 Dec 17, 7:13 PM
WL-03041240 Travel Open 20 $0.00 Dec 17, 7:13 PM

Details