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WO-01311735 ↗ ServiceMax

Comstock Fire & Rescue • Repair • P7

📍 Comstock Fire & Rescue — 8700 E. Michigan Ave,, Galesburg, MI, 49053

Oct 28, 2025 → Feb 2, 2026

✅ Completed
P7
SLA Clock
7 business days from creation · Target: Nov 6, 2025
✗ SLA Missed (36 biz days late)
Active: 43 biz days
Paused: 20 biz days
Budget: 7 biz days
🕐 Clock stopped: Completed (Feb 2, 2026)
SLA Target
▶ Clock Running
Status: Created
Oct 28 → Oct 28, 2025
0 business days (counted)
Running total: 0 of 7 biz days used
▶ Clock Running
Status: L2 Screening
Oct 28 → Oct 28, 2025
0 business days (counted)
Running total: 0 of 7 biz days used
⏸19d
⏸ Clock Paused
Status: Awaiting Parts
Oct 28 → Nov 25, 2025
19 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Nov 25 → Nov 25, 2025
0 business days (counted)
Running total: 0 of 7 biz days used
5d
▶ Clock Running
Status: Assigned
Nov 25 → Dec 4, 2025
5 business days (counted)
Running total: 5 of 7 biz days used
8d
▶ Clock Running
Status: Scheduled
Dec 4 → Dec 16, 2025
8 business days (counted)
Running total: 13 of 7 biz days used
▶ Clock Running
Status: Completed
Dec 16 → Dec 16, 2025
0 business days (counted)
Running total: 13 of 7 biz days used
▶ Clock Running
Status: Incomplete
Dec 16 → Dec 16, 2025
0 business days (counted)
Running total: 13 of 7 biz days used
▶ Clock Running
Status: Closed
Dec 16 → Dec 18, 2025
2 business days (counted)
Running total: 15 of 7 biz days used
13d
▶ Clock Running
Status: Incomplete
Dec 18 → Jan 8, 2026
13 business days (counted)
Running total: 28 of 7 biz days used
▶ Clock Running
Status: L2 Screening
Jan 8 → Jan 8, 2026
0 business days (counted)
Running total: 28 of 7 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Jan 8 → Jan 8, 2026
0 business days (not counted)
▶ Clock Running
Status: Reschedule
Jan 8 → Jan 9, 2026
1 business day (counted)
Running total: 29 of 7 biz days used
▶ Clock Running
Status: Scheduled
Jan 9 → Jan 15, 2026
4 business days (counted)
Running total: 33 of 7 biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 15 → Jan 22, 2026
4 business days (counted)
Running total: 37 of 7 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Jan 22 → Jan 23, 2026
1 business day (not counted)
▶ Clock Running
Status: Reschedule
Jan 23 → Jan 23, 2026
0 business days (counted)
Running total: 37 of 7 biz days used
▶ Clock Running
Status: Assigned
Jan 23 → Jan 29, 2026
4 business days (counted)
Running total: 41 of 7 biz days used
▶ Clock Running
Status: Scheduled
Jan 29 → Feb 2, 2026
2 business days (counted)
Running total: 43 of 7 biz days used
Created: Oct 28, 2025 Completed: Feb 2, 2026
Business Days Used 43 / 7
0 7d budget +36d over
Show SLA Clock Detail (19 periods)
Period Status Clock Biz Days Running Total
Oct 28 → Oct 28 Created ▶ Running 0 0 / 7
Oct 28 → Oct 28 L2 Screening ▶ Running 0 0 / 7
Oct 28 → Nov 25 Awaiting Parts ⏸ Paused 19 —
Nov 25 → Nov 25 Ready for Scheduling ▶ Running 0 0 / 7
Nov 25 → Dec 4 Assigned ▶ Running 5 5 / 7
Dec 4 → Dec 16 Scheduled ▶ Running 8 13 / 7
Dec 16 → Dec 16 Completed ▶ Running 0 13 / 7
Dec 16 → Dec 16 Incomplete ▶ Running 0 13 / 7
Dec 16 → Dec 18 Closed ▶ Running 2 15 / 7
Dec 18 → Jan 8 Incomplete ▶ Running 13 28 / 7
Jan 8 → Jan 8 L2 Screening ▶ Running 0 28 / 7
Jan 8 → Jan 8 Awaiting Parts ⏸ Paused 0 —
Jan 8 → Jan 9 Reschedule ▶ Running 1 29 / 7
Jan 9 → Jan 15 Scheduled ▶ Running 4 33 / 7
Jan 15 → Jan 22 Ready for Scheduling ▶ Running 4 37 / 7
Jan 22 → Jan 23 Awaiting Parts ⏸ Paused 1 —
Jan 23 → Jan 23 Reschedule ▶ Running 0 37 / 7
Jan 23 → Jan 29 Assigned ▶ Running 4 41 / 7
Jan 29 → Feb 2 Scheduled ▶ Running 2 43 / 7
Dispatch 0.1d
Material Management 20.9d
Coordinators 33.0d
Field Work 0.0d
Incomplete 14.0d (excluded)
Billing 2.5d
✗ SLA Missed
Dispatch
0.1 days
Material Management
20.9 days
Over SLA
Coordinators
33.0 days
Over SLA
Field Work
0.0 days
Incomplete (excluded from total)
14.0 days
Billing
2.5 days
Created: Oct 28, 2025 Due: Jan 29, 2026 Completed: Feb 2, 2026 (3 days late)
📅
63.6 days Total Age
⏱️
19.5d in Awaiting Parts Longest Stage
🔄
22 transitions Status Changes
⚠️
41.8d over Total Delay
📦
3 orders, 0 quotes Parts & Quotes
📝
13 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits (2 reschedules)
2 on-site visits — follow-up trip required
👤 Self-scheduled by Lawrence Yoder — scheduling delays attributed to technician, not coordinators
Visit 1 Dec 15, 2025
Visit 2 Feb 2, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00538853
10/28 teams to EMS, needs added to ebt (2 WOs)
Closed
Q-00030811 Manufacturer & Model: FERNO Transcend Stair Chair with POWERTraxx Serial: AS-101121, AS-101147 Issue: Bottom of chair plastic piece wich houses gear system is broken QTY 2 PN 1601116 Quoted travel from Alan Page
Priority
High
Origin
Phone
Reason
New Case
Contact
Jesse Ogden
Owner
Sherry Reich
Created
Oct 28, 2025
Work Orders from this Case (2)
WO-01311735 (current) Invoiced
Repair • Lawrence Yoder
Created: Oct 28, 2025 • Closed: Feb 2, 2026
WO-01311738 Invoiced
Repair • Lawrence Yoder
Created: Oct 28, 2025 • Closed: Feb 2, 2026
Completed with significant delays
Invoiced • 127 days old
🚨
Primary Delay 19.5 days stuck in "Awaiting Parts"
⏱️
Total Delay 41.8 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
0.1d / 1.0d SLA
Awaiting Parts
20.9d / 3.0d SLA
Ready for Scheduling
5.0d / 1.0d SLA
Assigned
9.9d / 0.5d SLA
Scheduled
16.0d / 2.0d SLA
Closed
4.5d / 1.0d SLA
Incomplete
14.0d
Reschedule
2.1d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Invoice Pending
2.5d / 2.0d SLA
Billing Review
0.0d / 2.0d SLA
Billing Correction Needed
0.0d

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

Dpatton - no chrage for 1st trip due to incorrect parts sent

1/23/26 RBerry- Per LYoder in ASC call, assign WO to him.


1/22/2026 CRamen per LYoder in scheduling meeting, still working on getting APage to send him parts so WOs can be reassigned to LYoder.


1/19/2026 CRamen per LYoder in scheduling meeting, still working on getting APage to send him parts so WOs can be reassigned to LYoder.

1/19/2026 Sramen - adding delay code process driven tech delay.

1/15/2026 CRamen per LYoder in scheduling meeting to re-visit these WOs Wednesday 1/21 and might be assigning to LYoder pending on scheduling issues.


1/15/2026 CRamen emailed Jessie to let him know we will need to re-schedule this repair for possibly next week. Schedule with WO-01311738


1/9/2026 CRamen schedule confirmed for Thursday 1/15/2026 with tech arrival between 1-2pm. Email logged on WO-01311735


1/9/2026 CRamen received email requesting schedule and offered Thursday 1/15/2026 with tech arrival between 1-2pm. Email logged on WO-01311735


1/8/2026 CRamen 1Z01E3E70392107670 pulled from AP to RFS


1/8 KWeiss, Quote approved, moving to L2 Screening for part order.

12/18 KWeiss, Created case and sent to sales for quoting.

12/16/25 SReich - Created case 00552270 for follow up. Change IP to 59-T Powertraxx.


12/8/25 RBerry- Spoke with Jesse Ogden, rescheduled for 12/15/25 with arrival time between 11AM-1PM. See logged call on WO-01311735


12/5/25 RBerry- Per LYoder on teams call, WO will need to be rescheduled due to Pm that is scheduled later in the day for a correctional facility. Travel time for both sites is 10 1/2 hours.


12/4/2025 CRamen spoke to Jesse and scheduled for Friday 12/12/2025 with tech arrival between 8-10am. Call logged on WO-01311735


12/01/2025 LHill-LM at (269) 599-2932 for Jesse Ogden trying to schedule tech visit.


12/1/2025 LHill-tracked parts-Your shipment

1Z01E3E70396051848

 Delivered On

Friday, November 28 at 1:50 P.M. - Met Customer



11/26/2025 CRamen Alan is assigned with Tracking 1Z01E3E70396051848 but no eta listed yet WO-01311735


11/25/2025 CRamen parts picked and in RFS. Assigned to APage. WO-01311735 and 01311738 to be scheduled together

🔧 Work Performed
Evaluated unit - Couldn’t complete the repair because of parts needed were not sent. Model was a 59T-powertraxxx (not transcends) 02/02/26 LY - i replaced the lower cover.
🔍 Technician Findings
12/16 APage- customer in neeed of Bottom cover for FERNO Transcend chair But…. Upon arrival I instantly knew these were EZ 59-T w/ Powertraxx models and a not transcend chairs.
⚠️ Problem Description
Q-00030811 Manufacturer & Model: FERNO Transcend Stair Chair with POWERTraxx Serial: AS-101121 Issue: Bottom of chair plastic piece wich houses gear system is broken QTY 2 PN 1601116 Quoted travel from Alan Page Schedule with WO-01311738. https://www.ebiotrack.com/workorder.php?wo=69295
📄 Description
Ferno Model 59-T PowerTraxx Stair Chair

Timeline

📞
Case Linked Oct 28, 9:45 AM
Case Number: 00538853
Subject: 10/28 teams to EMS, needs added to ebt (2 WOs)
Status: Closed
📋
Work Order Created Oct 28, 3:09 PM
Work Order: WO-01311735
Type: Repair
Priority: P7
🔍
Status: L2 Screening by Sherry Reich Oct 28, 3:14 PM
From: Entered
To: L2 Screening
Duration in Previous: 5m
📦
▶
2 Parts Requested Oct 28, 4:13 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Keith Weiss
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 58m
🚨 20.0 business days
📅
▶
3 Status: Ready for Scheduling Nov 25, 4:16 PM
Status: Ready for Scheduling → Technician Assigned → Status: Assigned
👷
Technician Assigned by Charles Ramen
Technician: Alan Page
👷
Status: Assigned by Charles Ramen
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2m
💵
2x Expenses Added Nov 26, 11:46 AM
Type: Expenses
Status: Open
Qty: 1
⚠️ 5.0 business days
🗓️
▶
2 Status: Scheduled Dec 4, 1:38 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2025-12-12T13:00:00.000+0000
⏳ 3.0 business days
📅
▶
2 Dispatch Scheduled Dec 8, 1:31 PM
Dispatch Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Rhea Berry
Scheduled For: 2025-12-15T18:00:00.000+0000
⚠️ 5.0 business days
📅
Dispatch Scheduled by Charles Ramen Dec 12, 12:44 PM
Scheduled For: 2025-12-15T17:00:00.000+0000, 2025-12-15T18:00:00.000+0000
⏳ 3.0 business days
🚗
Travel Added Dec 16, 9:13 AM
Type: Travel
Status: Open
Qty: 239
⏱️
Labor Added Dec 16, 9:25 AM
Type: Labor
Status: Open
Qty: 1.25
⏱️
Labor Added Dec 16, 9:57 AM
Type: Labor
Status: Open
Qty: 4.4
✔️
Status: Completed by Alan Page Dec 16, 10:24 AM
From: Scheduled, Completed, Incomplete
To: Completed, Incomplete, Closed
Duration in Previous: 11d 20h, 0m
⏳ 3.0 business days
⚠️
Status: Incomplete by Diane Patton Dec 18, 11:21 AM
From: Closed
To: Incomplete
Duration in Previous: 2d 0h
🚨 14.0 business days
🔍
▶
2 Status: L2 Screening Jan 8, 9:50 AM
Status: L2 Screening → Parts Requested
📦
Parts Requested
Order: 00087852
Status: Closed
💵
▶
2 Expenses Added Jan 8, 10:58 AM
Expenses Added → Status: Reschedule
🔄
Status: Reschedule by Audrey Tharp
From: Awaiting Parts
To: Reschedule
Duration in Previous: 1h 6m
🗓️
▶
2 Status: Scheduled Jan 9, 10:14 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2026-01-15T18:00:00.000+0000
⚠️ 5.0 business days
📅
Status: Ready for Scheduling by Charles Ramen Jan 15, 11:26 AM
From: Scheduled
To: Ready for Scheduling
Duration in Previous: 6d 1h
⚠️ 5.0 business days
📦
▶
2 Parts Requested Jan 22, 5:05 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Lawrence Yoder
From: Ready for Scheduling
To: Awaiting Parts
Duration in Previous: 7d 5h
🔩
▶
2 2x Parts Added Jan 23, 1:36 PM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by MELISSA BARRETT
From: Awaiting Parts
To: Reschedule
Duration in Previous: 20h 31m
👷
▶
2 Technician Assigned Jan 23, 2:06 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Rhea Berry
From: Reschedule
To: Assigned
Duration in Previous: 30m
⚠️ 5.0 business days
🗓️
▶
2 Status: Scheduled Jan 29, 4:17 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Lawrence Yoder
Scheduled For: 2026-02-02T15:00:00.000+0000
⏳ 3.0 business days
⏱️
▶
3 5x Labor Added Feb 2, 3:14 PM
5x Labor Added → Status: Completed → Status: Closed
✔️
Status: Completed by Lawrence Yoder
From: Scheduled
To: Completed
Duration in Previous: 3d 22h
🏁
Status: Closed by Lawrence Yoder
From: Completed
To: Closed
Duration in Previous: 1m
📄
Status: Ready to Bill by Diane Patton Feb 3, 8:59 AM
From: Closed, Ready to Bill
To: Ready to Bill, Invoice Pending
Duration in Previous: 17h 41m, 0m
⏳ 2.0 business days
💵
▶
2 Status: Billing Review Feb 4, 12:19 PM
Status: Billing Review → Status: Billing Correction Needed
💳
Status: Billing Correction Needed by Diane Patton
From: Billing Review
To: Billing Correction Needed
Duration in Previous: 3m
📨
Status: Invoice Pending by Diane Patton Feb 4, 12:27 PM
From: Billing Correction Needed
To: Invoice Pending
Duration in Previous: 4m
💰
Status: Invoiced by Diane Patton Feb 4, 4:35 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 4h 8m
⏳ 3.9 business days
🧾
Invoice Created Feb 9, 10:55 AM
Invoice Number: SM-252846

Bottlenecks

Awaiting Parts
Duration: 19.5 business days (threshold: 3.0 business days)
Exceeded by 16.5 business days
Assigned
Duration: 5.3 business days (threshold: 4.0 business hours)
Exceeded by 4.8 business days
Scheduled
Duration: 8.7 business days (threshold: 2.0 business days)
Exceeded by 6.7 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Scheduled
Duration: 5.0 business days (threshold: 2.0 business days)
Exceeded by 3.0 business days
Ready for Scheduling
Duration: 4.9 business days (threshold: 1.0 business days)
Exceeded by 3.9 business days
Assigned
Duration: 4.6 business days (threshold: 4.0 business hours)
Exceeded by 4.1 business days
Scheduled
Duration: 2.3 business days (threshold: 2.0 business days)
Exceeded by 2.7 business hours
Closed
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 3.7 business hours

🔗 Related Artifacts

📞
Case 00538853
Closed
📦
Parts Order 00084337
Closed
📦
Parts Order 00087852
Closed
📦
Parts Order 00088908
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P7
Type
Repair
Branch
N/A
Technician
Lawrence Yoder
Scheduled
Feb 2, 10:00 AM
Created
Oct 28, 3:09 PM
Invoice #
SM-252846

Work Details (13)

Name Type Status Qty Amount Date
WL-03020814 Expenses Open 1 $0.00 Nov 26, 11:46 AM
WL-03020816 Expenses Open 1 $0.00 Nov 26, 11:47 AM
WL-03038938 Travel Open 239 $0.00 Dec 16, 9:13 AM
WL-03038966 Labor Open 1.25 $162.50 Dec 16, 9:25 AM
WL-03039054 Labor Open 4.4 $0.00 Dec 16, 9:57 AM
WL-03057389 Expenses Open 1 $19.11 Jan 8, 10:58 AM
WL-03076742 Parts Open 1 $210.00 Jan 23, 1:36 PM
WL-03076743 Expenses Open 1 $0.00 Jan 23, 1:36 PM
WL-03088272 Labor Open 3 $390.00 Feb 2, 3:14 PM
WL-03088273 Labor Open 1 $130.00 Feb 2, 3:14 PM
WL-03088274 Labor Open 3.25 $422.50 Feb 2, 3:14 PM
WL-03088275 Travel Open 160 $233.60 Feb 2, 3:14 PM
WL-03088276 Travel Open 160 $0.00 Feb 2, 3:14 PM

Details