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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01311738 ↗ 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 (50 biz days late)
Active: 57 biz days
Paused: 6 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: Ready for Scheduling
Oct 28 → Oct 28, 2025
0 business days (counted)
Running total: 0 of 7 biz days used
24d
▶ Clock Running
Status: Assigned
Oct 28 → Dec 4, 2025
24 business days (counted)
Running total: 24 of 7 biz days used
8d
▶ Clock Running
Status: Scheduled
Dec 4 → Dec 16, 2025
8 business days (counted)
Running total: 32 of 7 biz days used
▶ Clock Running
Status: Completed
Dec 16 → Dec 16, 2025
0 business days (counted)
Running total: 32 of 7 biz days used
12d
▶ Clock Running
Status: Incomplete
Dec 16 → Jan 5, 2026
12 business days (counted)
Running total: 44 of 7 biz days used
▶ Clock Running
Status: L2 Screening
Jan 5 → Jan 6, 2026
1 business day (counted)
Running total: 45 of 7 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Jan 6 → Jan 8, 2026
2 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Jan 8 → Jan 8, 2026
0 business days (counted)
Running total: 45 of 7 biz days used
▶ Clock Running
Status: Entered
Jan 8 → Jan 9, 2026
1 business day (counted)
Running total: 46 of 7 biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 9 → Jan 9, 2026
0 business days (counted)
Running total: 46 of 7 biz days used
▶ Clock Running
Status: Assigned
Jan 9 → Jan 9, 2026
0 business days (counted)
Running total: 46 of 7 biz days used
▶ Clock Running
Status: Scheduled
Jan 9 → Jan 15, 2026
4 business days (counted)
Running total: 50 of 7 biz days used
▶ Clock Running
Status: Entered
Jan 15 → Jan 15, 2026
0 business days (counted)
Running total: 50 of 7 biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 15 → Jan 22, 2026
4 business days (counted)
Running total: 54 of 7 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Jan 22 → Jan 28, 2026
4 business days (not counted)
▶ Clock Running
Status: Assigned
Jan 28 → Jan 29, 2026
1 business day (counted)
Running total: 55 of 7 biz days used
▶ Clock Running
Status: Scheduled
Jan 29 → Feb 2, 2026
2 business days (counted)
Running total: 57 of 7 biz days used
Created: Oct 28, 2025 Completed: Feb 2, 2026
Business Days Used 57 / 7
0 7d budget +50d over
Show SLA Clock Detail (18 periods)
Period Status Clock Biz Days Running Total
Oct 28 → Oct 28 Created ▶ Running 0 0 / 7
Oct 28 → Oct 28 Ready for Scheduling ▶ Running 0 0 / 7
Oct 28 → Dec 4 Assigned ▶ Running 24 24 / 7
Dec 4 → Dec 16 Scheduled ▶ Running 8 32 / 7
Dec 16 → Dec 16 Completed ▶ Running 0 32 / 7
Dec 16 → Jan 5 Incomplete ▶ Running 12 44 / 7
Jan 5 → Jan 6 L2 Screening ▶ Running 1 45 / 7
Jan 6 → Jan 8 Awaiting Parts ⏸ Paused 2 —
Jan 8 → Jan 8 Ready for Scheduling ▶ Running 0 45 / 7
Jan 8 → Jan 9 Entered ▶ Running 1 46 / 7
Jan 9 → Jan 9 Ready for Scheduling ▶ Running 0 46 / 7
Jan 9 → Jan 9 Assigned ▶ Running 0 46 / 7
Jan 9 → Jan 15 Scheduled ▶ Running 4 50 / 7
Jan 15 → Jan 15 Entered ▶ Running 0 50 / 7
Jan 15 → Jan 22 Ready for Scheduling ▶ Running 4 54 / 7
Jan 22 → Jan 28 Awaiting Parts ⏸ Paused 4 —
Jan 28 → Jan 29 Assigned ▶ Running 1 55 / 7
Jan 29 → Feb 2 Scheduled ▶ Running 2 57 / 7
Dispatch 3.2d
Material Management 6.8d
Coordinators 47.6d
Field Work 0.0d
Incomplete 13.0d (excluded)
Billing 0.5d
✗ SLA Missed
Dispatch
3.2 days
Over SLA
Material Management
6.8 days
Over SLA
Coordinators
47.6 days
Over SLA
Field Work
0.0 days
Incomplete (excluded from total)
13.0 days
Billing
0.5 days
Created: Oct 28, 2025 Due: Jan 13, 2026 Completed: Feb 2, 2026 (19 days late)
📅
63.6 days Total Age
⏱️
24.6d in Assigned Longest Stage
🔄
20 transitions Status Changes
⚠️
43.4d over Total Delay
📦
3 orders, 0 quotes Parts & Quotes
📝
14 lines Work Details
🚩
3 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
3 On-Site Visits
3 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Lawrence Yoder — scheduling delays attributed to technician, not coordinators
Visit 1 Dec 15, 2025
Visit 2 Dec 16, 2025
Visit 3 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 Invoiced
Repair • Lawrence Yoder
Created: Oct 28, 2025 • Closed: Feb 2, 2026
WO-01311738 (current) Invoiced
Repair • Lawrence Yoder
Created: Oct 28, 2025 • Closed: Feb 2, 2026
Completed with significant delays
Invoiced • 127 days old
🚨
Primary Delay 24.6 days stuck in "Assigned"
⏱️
Total Delay 43.4 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
1.2d / 0.5d SLA
Ready for Scheduling
5.5d / 1.0d SLA
Assigned
26.1d / 0.5d SLA
Scheduled
16.0d / 2.0d SLA
Incomplete
13.0d
L2 Screening
2.0d / 1.0d SLA
Awaiting Parts
6.8d / 3.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.4d / 1.0d SLA
Ready to Bill
0.5d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

NO charge for travel for 12/15 due to incorrect parts sent

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. 


1/15/2026 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.


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


01/05 KHardison - Added Q-00031627 for parts.

12/16 KWeiss, Created case and sent to sales for quoting.

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. See logged call on WO-01311735.


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


11/21/25 CRamen - Waiting on parts for WO-01311735. WO's should be scheduled together. Requested due date to be updated


11/18/25 RCook- Updated due date based on parts for WO-01311735


11/17/25 CRamen -  Waiting on parts for WO-01311735. WO's should be scheduled together. Requested due date to be updated


11/11/25 RCook-  Updated due date based on parts. Waiting on parts for WO-01311735. WO's should be scheduled together.


11/11/25 CRamen- Waiting on parts for WO-01311735. WO's should be scheduled together. Requested due date to be extended


11/5/25 RCook- Updated due date based on parts. Waiting on parts for WO-01311735. WO's should be scheduled together.


11/5/2025 CRamen requested due date to be extended


11/4/2025 CRamen WO-01311735 in AWAITING PARTS. Schedule together.


10/28/2025 CRamen WO-01311735 in L2 status. do together.

10/28/2025 CRamen left a vm for a returned call to schedule for next week Thursday 11/6/2025 with arrival between 11-1

🔧 Work Performed
After noticing the units are not transcend chairs & are actually hEZ 59-T W/ Powertraxxx models, I still did and evaluation & inspected all the components (especially the gears seeing they were exposed) did not find any major damage to the gears, just the usual wear and tear but no chunks or anything severe caused - however I did find both the telescopic lifting handles by patients legs have a sticker saying “don’t use last hole” - so that’s exactly what I did of course and the entire bar/ handle slidright out of glide bar housing (not supposed to do that or come out in General) luckily I had x2 new ones on had with me but they both had red button that odifiom button was broken or halfway off on the two new ones 02/02/26 LY - i replaced the lower cover and both telescoping handels unit passed all function test and was returned to service.
🔍 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-00031627, parts order. Q-00030811 Manufacturer & Model: FERNO Transcend Stair Chair with POWERTraxx Serial: AS-101147 Issue: Bottom of chair plastic piece wich houses gear system is broken Quoted travel from Alan Page Parts order on WO-01311735, please schedule together. https://www.ebiotrack.com/workorder.php?wo=69297
📄 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
📋
▶
2 Work Order Created Oct 28, 3:13 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 1m
👷
▶
2 Technician Assigned Oct 28, 3:29 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Charles Ramen
From: Ready for Scheduling
To: Assigned
Duration in Previous: 14m
🚨 25.0 business days
📅
▶
2 Dispatch Scheduled Dec 4, 1:39 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Charles Ramen
From: Assigned
To: Scheduled
Duration in Previous: 36d 23h
⏳ 3.0 business days
📅
▶
2 Dispatch Scheduled Dec 8, 1:32 PM
Dispatch Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Rhea Berry
Scheduled For: 2025-12-15T18:00:00.000+0000
⚠️ 7.0 business days
⏱️
2x Labor Added Dec 16, 8:44 AM
Type: Labor
Status: Open
Qty: 4.25, 1
✔️
Status: Completed by Alan Page Dec 16, 9:19 AM
From: Scheduled, Completed
To: Completed, Incomplete
Duration in Previous: 11d 19h, 0m
🚗
3x Travel Added Dec 16, 9:29 AM
Type: Travel, Labor
Status: Open
Qty: 230, 4.3333333333333, 1.3
🚨 13.0 business days
🔍
Status: L2 Screening by Kimberly Hardison Jan 5, 9:27 AM
From: Incomplete
To: L2 Screening
Duration in Previous: 20d 0h
⏳ 2.0 business days
📦
▶
2 Parts Requested Jan 6, 2:24 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Gavin Poole
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 1d 4h
📦
Parts Requested Jan 6, 6:05 PM
Order: 00087741
Status: Closed
🔩
4x Parts Added Jan 7, 11:31 AM
Type: Parts, Expenses
Status: Open
Qty: 2, 1
⏳ 2.0 business days
📅
▶
2 Status: Ready for Scheduling Jan 8, 4:26 PM
Status: Ready for Scheduling → Expenses Added
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
🆕
Status: Entered by Charles Ramen Jan 8, 5:29 PM
From: Ready for Scheduling
To: Entered
Duration in Previous: 1h 2m
📅
Status: Ready for Scheduling by Sherry Reich Jan 9, 7:59 AM
From: Entered
To: Ready for Scheduling
Duration in Previous: 14h 29m
👷
▶
4 Technician Assigned Jan 9, 10:58 AM
Technician Assigned → Status: Assigned → Status: Scheduled → Dispatch Scheduled
👷
Status: Assigned by Charles Ramen
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2h 58m
🗓️
Status: Scheduled by Charles Ramen
From: Assigned
To: Scheduled
Duration in Previous: 1m
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2026-01-15T18:00:00.000+0000
⚠️ 5.0 business days
🆕
Status: Entered by Charles Ramen Jan 15, 11:25 AM
From: Scheduled, Entered
To: Entered, Ready for Scheduling
Duration in Previous: 6d 0h, 0m
⚠️ 5.0 business days
📦
▶
2 Parts Requested Jan 22, 5:10 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Lawrence Yoder
From: Ready for Scheduling
To: Awaiting Parts
Duration in Previous: 7d 5h
⏳ 4.9 business days
👷
▶
2 Technician Assigned Jan 28, 2:47 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Keith Weiss
From: Awaiting Parts
To: Assigned
Duration in Previous: 5d 21h
🔩
3x Parts Added Jan 29, 10:43 AM
Type: Parts, Expenses
Status: Open
Qty: 1
👷
▶
3 Technician Assigned Jan 29, 4:18 PM
Technician Assigned → Dispatch Scheduled → Status: Scheduled
📅
Dispatch Scheduled by Lawrence Yoder
Scheduled For: 2026-02-02T17:00:00.000+0000
🗓️
Status: Scheduled by Lawrence Yoder
From: Assigned
To: Scheduled
Duration in Previous: 1d 1h
⏳ 3.0 business days
⏱️
▶
3 Labor Added Feb 2, 3:24 PM
Labor Added → Status: Completed → Status: Closed
✔️
Status: Completed by Lawrence Yoder
From: Scheduled
To: Completed
Duration in Previous: 3d 23h
🏁
Status: Closed by Lawrence Yoder
From: Completed
To: Closed
Duration in Previous: 2m
⏳ 3.0 business days
📄
Status: Ready to Bill by Diane Patton Feb 4, 12:51 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 21h
📨
Status: Invoice Pending by Diane Patton Feb 4, 4:29 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 3h 38m
💰
Status: Invoiced by Diane Patton Feb 4, 4:35 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 5m
⏳ 3.9 business days
🧾
Invoice Created Feb 9, 10:55 AM
Invoice Number: SM-252846

Bottlenecks

Assigned
Duration: 24.6 business days (threshold: 4.0 business hours)
Exceeded by 24.1 business days
Scheduled
Duration: 8.7 business days (threshold: 2.0 business days)
Exceeded by 6.7 business days
L2 Screening
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Entered
Duration: 1.2 business days (threshold: 4.0 business hours)
Exceeded by 5.5 business hours
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
Awaiting Parts
Duration: 4.2 business days (threshold: 3.0 business days)
Exceeded by 1.2 business days
Assigned
Duration: 1.5 business days (threshold: 4.0 business hours)
Exceeded by 1.0 business days
Scheduled
Duration: 2.3 business days (threshold: 2.0 business days)
Exceeded by 2.7 business hours
Closed
Duration: 2.4 business days (threshold: 1.0 business days)
Exceeded by 1.4 business days

🔗 Related Artifacts

📞
Case 00538853
Closed
📦
Parts Order 00087703
Closed
📦
Parts Order 00087741
Closed
📦
Parts Order 00088909
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P7
Type
Repair
Branch
N/A
Technician
Lawrence Yoder
Scheduled
Feb 2, 12:00 PM
Created
Oct 28, 3:13 PM
Invoice #
SM-252846

Work Details (14)

Name Type Status Qty Amount Date
WL-03038888 Labor Open 4.25 $0.00 Dec 16, 8:44 AM
WL-03038889 Labor Open 1 $0.00 Dec 16, 8:44 AM
WL-03038977 Travel Open 230 $0.00 Dec 16, 9:29 AM
WL-03038978 Labor Open 4.3333333333333 $0.00 Dec 16, 9:29 AM
WL-03038979 Labor Open 1.3 $195.00 Dec 16, 9:29 AM
WL-03056086 Parts Open 2 $406.00 Jan 7, 11:31 AM
WL-03056087 Parts Open 2 $6.00 Jan 7, 11:31 AM
WL-03056088 Parts Open 2 $48.20 Jan 7, 11:31 AM
WL-03056089 Expenses Open 1 $19.11 Jan 7, 11:31 AM
WL-03058042 Expenses Open 1 $0.00 Jan 8, 4:28 PM
WL-03083154 Parts Open 1 $130.00 Jan 29, 10:43 AM
WL-03083155 Parts Open 1 $210.00 Jan 29, 10:43 AM
WL-03083156 Expenses Open 1 $20.27 Jan 29, 10:43 AM
WL-03088299 Labor Open 1 $130.00 Feb 2, 3:24 PM

Details