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WO-01311054 ↗ ServiceMax

GLOBAL HEALTH EMS • Repair • P7

📍 GLOBAL HEALTH EMS — 440 MARKET ST SUITE 8, Elmwood Park NJ, 07407

Oct 23, 2025 → Dec 9, 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: 18 biz days
Budget: 7 biz days
🕐 Clock stopped: Completed (Dec 9, 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
⏸18d
⏸ Clock Paused
Status: Awaiting Parts
Oct 23 → Nov 19, 2025
18 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Nov 19 → Nov 19, 2025
0 business days (counted)
Running total: 0 of 7 biz days used
6d
▶ Clock Running
Status: Assigned
Nov 19 → Dec 1, 2025
6 business days (counted)
Running total: 6 of 7 biz days used
6d
▶ Clock Running
Status: Scheduled
Dec 1 → Dec 9, 2025
6 business days (counted)
Running total: 12 of 7 biz days used
Created: Oct 23, 2025 Completed: Dec 9, 2025
Business Days Used 12 / 7
0 7d budget +5d over
Show SLA Clock Detail (6 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 19 Awaiting Parts ⏸ Paused 18
Nov 19 → Nov 19 Ready for Scheduling ▶ Running 0 0 / 7
Nov 19 → Dec 1 Assigned ▶ Running 6 6 / 7
Dec 1 → Dec 9 Scheduled ▶ Running 6 12 / 7
Dispatch 0.0d
Material Management 17.9d
Coordinators 14.4d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
17.9 days
Over SLA
Coordinators
14.4 days
Over SLA
Billing
0.0 days
Created: Oct 23, 2025 Due: Dec 2, 2025 Completed: Dec 9, 2025 (6 days late)
📅
30.7 days Total Age
⏱️
17.9d in Awaiting Parts Longest Stage
🔄
11 transitions Status Changes
⚠️
27.8d over Total Delay
📦
1 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 #00537818
QUOTE NEEDED
Closed
Q-00030743 Ferno cot, model Power X1, SN: 19F-004736. It should take about 1 hour and will require (1) – 1527011 – Shock Frame Assy.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Eric Holloman
Owner
Shelby Robinson
Created
Oct 23, 2025
Work Orders from this Case (1)
WO-01311054 (current) Invoiced
Repair • Curtis Allen
Created: Oct 23, 2025 • Closed: Dec 9, 2025
Completed with significant delays
Invoiced • 132 days old
🚨
Primary Delay 17.9 days stuck in "Awaiting Parts"
⏱️
Total Delay 27.8 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
L2 Screening
0.0d / 1.0d SLA
Awaiting Parts
17.9d / 3.0d SLA
Ready for Scheduling
1.0d / 1.0d SLA
Assigned
7.0d / 0.5d SLA
Scheduled
6.4d / 2.0d SLA
Closed
4.1d / 1.0d SLA
L2 Review
2.0d
Ready to Bill
0.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/15 KWeiss, Reviewed pictures and closing w/o for billing review.

12/12/25 DPatton -Placing in L2 Review (Power X1 cot repair). Chatter to tech to add pics.

12/1 KSmith -- Scheduled for 12/9 with Erik per his request.

12/1 KSmith -- Followed up with Eric to see if 12/8 works for the technician to come onsite and repair all the units. FSE is out at Ferno training all this week.

11/26 KSmith -- Followed up with Eric advising FSE is out for training all next week and our next available date is 12/8. Awaiting response.

11/25 KSmith -- Followed up with Eric to see if tomorrow works

11/24 KSmith -- Eric wanted to know what parts arrived. Advised what parts arrived and am awaiting response

11/24 KSmith -- Parts for WO-01303654 are arriving today. Sent email to Eric to schedule for Wednesday (Need WO for third unit with height issue. Followed up regarding that WO being created).

11/20 KSmith -- Eric sent over SN for third unit that needs service. Submitted the request and am awaiting WO. Eric wants to wait until parts for all 3 units have shipped before scheduling service. Awaiting parts for WO-01303654.

11/19 KSmith -- Eric is going to be adding a third unit that needs service

11/19/25 RBerry- Updated due date based on parts.



11/19 KSmith -- Awaiting parts for WO-01303654. Left VM for Eric advising that these parts have shipped but we are still waiting on parts for the second unit and to give me a call back to advise if they want to schedule or wait for all parts to arrive. Sending email as well.

🔧 Work Performed
Removed and replaced shock frame Functional tests were performed unit is operating correctly.
🔍 Technician Findings
Bent shock frame
⚠️ Problem Description
Q-00030743 Ferno cot, model Power X1, SN: 19F-004736. It should take about 1 hour and will require (1) – 1527011 – Shock Frame Assy. https://www.ebiotrack.com/workorder.php?wo=69197
📄 Description
Ferno Power X1 Power Cot

Timeline

📞
Case Linked Oct 23, 11:54 AM
Case Number: 00537818
Subject: QUOTE NEEDED
Status: Closed
📋
2 Work Order Created Oct 23, 2:25 PM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Shelby Robinson
From: Entered
To: L2 Screening
Duration in Previous: 1m
📦
2 Parts Requested Oct 23, 2:36 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Dave Creditt
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 10m
🚨 18.0 business days
📅
Status: Ready for Scheduling by Amy Greene Nov 18, 8:34 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 26d 6h
👷
2 Technician Assigned Nov 19, 8:28 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 11h 53m
👷
Technician Assigned by Kourtney Smith Nov 19, 9:07 AM
Technician: Curtis Allen
🔩
2x Parts Added Nov 19, 10:32 AM
Type: Parts, Expenses
Status: Open
Qty: 1
⚠️ 7.0 business days
🗓️
2 Status: Scheduled Dec 1, 3:59 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-12-09T14:00:00.000+0000
⚠️ 7.0 business days
⏱️
3x Labor Added Dec 9, 6:14 PM
Type: Labor, Travel
Status: Open
Qty: 0.5, 1, 12
✔️
Status: Completed by Curtis Allen Dec 9, 6:26 PM
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 8d 2h, 0m
3.7 business days
👀
Status: L2 Review by Diane Patton Dec 12, 9:06 AM
From: Closed
To: L2 Review
Duration in Previous: 2d 14h
2.0 business days
🏁
Status: Closed by Keith Weiss Dec 15, 6:51 PM
From: L2 Review
To: Closed
Duration in Previous: 3d 9h
📄
Status: Ready to Bill by Diane Patton Dec 16, 10:28 AM
From: Closed
To: Ready to Bill
Duration in Previous: 15h 36m
📨
2 Status: Invoice Pending Dec 16, 10:39 AM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🚨 13.0 business days
🧾
Invoice Created Jan 5, 9:35 AM
Invoice Number: SM-249167

Bottlenecks

Awaiting Parts
Duration: 17.9 business days (threshold: 3.0 business days)
Exceeded by 14.9 business days
Assigned
Duration: 7.0 business days (threshold: 4.0 business hours)
Exceeded by 6.5 business days
Scheduled
Duration: 6.4 business days (threshold: 2.0 business days)
Exceeded by 4.4 business days
Closed
Duration: 3.1 business days (threshold: 1.0 business days)
Exceeded by 2.1 business days
Closed
Duration: 1.0 business days (threshold: 1.0 business days)
Exceeded by 0.1 business hours

🔗 Related Artifacts

📞
Case 00537818
Closed
📦
Parts Order 00084062
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P7
Type
Repair
Branch
ERLA - PROD
Technician
Curtis Allen
Scheduled
Dec 9, 9:00 AM
Created
Oct 23, 2:25 PM
Invoice #
SM-249167

Work Details (5)

Name Type Status Qty Amount Date
WL-03012899 Parts Open 1 $137.00 Nov 19, 10:32 AM
WL-03012900 Expenses Open 1 $11.57 Nov 19, 10:32 AM
WL-03032034 Labor Open 0.5 $65.00 Dec 9, 6:14 PM
WL-03032035 Labor Open 1 $130.00 Dec 9, 6:14 PM
WL-03032036 Travel Open 12 $8.40 Dec 9, 6:14 PM

Details