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WO-01311758 ↗ ServiceMax

PARAMUS EMS • Repair • P7

📍 Paramus EMS - Midland Ave — 295 E Midland Ave, Paramus NJ, 07652

Oct 28, 2025 → Nov 7, 2025

✅ Completed
P7
SLA Clock
7 business days from creation · Target: Nov 6, 2025
✗ SLA Missed
Active: 4 biz days
Paused: 4 biz days
Budget: 7 biz days
🕐 Clock stopped: Completed (Nov 7, 2025)
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 29, 2025
1 business day (counted)
Running total: 1 of 7 biz days used
⏸4d
⏸ Clock Paused
Status: Awaiting Parts
Oct 29 → Nov 4, 2025
4 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Nov 4 → Nov 4, 2025
0 business days (counted)
Running total: 1 of 7 biz days used
1d
▶ Clock Running
Status: Assigned
Nov 4 → Nov 5, 2025
1 business day (counted)
Running total: 2 of 7 biz days used
2d
▶ Clock Running
Status: Scheduled
Nov 5 → Nov 7, 2025
2 business days (counted)
Running total: 4 of 7 biz days used
Created: Oct 28, 2025 Completed: Nov 7, 2025
Business Days Used 4 / 7
0 7d budget
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Oct 28 → Oct 28 Created ▶ Running 0 0 / 7
Oct 28 → Oct 29 L2 Screening ▶ Running 1 1 / 7
Oct 29 → Nov 4 Awaiting Parts ⏸ Paused 4 —
Nov 4 → Nov 4 Ready for Scheduling ▶ Running 0 1 / 7
Nov 4 → Nov 5 Assigned ▶ Running 1 2 / 7
Nov 5 → Nov 7 Scheduled ▶ Running 2 4 / 7
Dispatch 0.6d
Material Management 4.2d
Coordinators 5.9d
Field Work 0.0d
Billing 2.2d
✗ SLA Missed
Dispatch
0.6 days
Material Management
4.2 days
Over SLA
Coordinators
5.9 days
Over SLA
Field Work
0.0 days
Billing
2.2 days
Over SLA
Created: Oct 28, 2025 Due: Nov 11, 2025 Completed: Nov 7, 2025 (4 days early)
📅
8.4 days Total Age
⏱️
4.2d in Awaiting Parts Longest Stage
🔄
11 transitions Status Changes
⚠️
5.5d 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 #00538810
Re-Quote needed - waiting to be synced to EBT
Closed
Q-00030809 We have a manual Ferno model 59-T EZ Glide Evacuation Chair, serial number 09N-109667, which needs a wheel to be replaced and general preventive maintenance. Part needed: 1ea 1901494 We have a manual Stryker stair chair, model 6252 Stair-Pro, serial number 040940374, which needs a broken track replaced and general preventive maintenance. Please see the attached photo. Parts needed: 2ea 6252-001-085 We have 3 other manual Stryker model 6252 Stair-Pro stair chairs that work well, for which preventive maintenance is in order. They are similar in age to the one with the broken track.
Priority
High
Origin
Phone
Reason
New Case
Contact
Milt Kohlmann
Owner
Shelby Robinson
Created
Oct 28, 2025
Work Orders from this Case (3)
WO-01311758 (current) Invoiced
Repair • Darrell Hope
Created: Oct 28, 2025 • Closed: Nov 7, 2025
WO-01311759 Invoiced
Repair • Darrell Hope
Created: Oct 28, 2025 • Closed: Nov 25, 2025
WO-01311760 Invoiced
Preventive Maintenance • Darrell Hope
Created: Oct 28, 2025 • Closed: Nov 7, 2025
Completed with minor delays
Invoiced • 127 days old
🚨
Primary Delay 4.2 days stuck in "Awaiting Parts"
⏱️
Total Delay 5.5 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
0.5d / 1.0d SLA
Awaiting Parts
4.2d / 3.0d SLA
Ready for Scheduling
1.0d / 1.0d SLA
Assigned
2.0d / 0.5d SLA
Scheduled
2.9d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.2d / 1.0d SLA
Ready to Bill
1.7d / 1.0d SLA
Invoice Pending
0.4d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
11/5 KSmith -- Scheduled for Friday with Milton on WO-01311760

11/5 KSmith -- Sent email to Milton to schedule for Friday on WO-01311760

11/4/25 RCook- Updated due date based on parts. Parts for WO-01311758 are shipping today. No ETA available yet. WO-01311759 and WO-01311758 should be scheduled together.


11/4 KSmith -- Parts are shipping today

10/29 KSmith -- Goes to Darrell Hope. Schedule with WO-01311760 and WO-0131759. Milton wants to schedule everything at once

🔧 Work Performed
11/7, dhope, replaced caster assy,,,,,
🔍 Technician Findings
11/7, dhope, found wheel caster needing replaced, ,,,
⚠️ Problem Description
Q-00030809 We have a manual Ferno model 59-T EZ Glide Evacuation Chair, serial number 09N-109667, which needs a wheel to be replaced and general preventive maintenance. Part needed: 1ea 1901494 https://www.ebiotrack.com/workorder.php?wo=69300
📄 Description
Ferno Model 59-T EZ-Glide Stair Chair

Timeline

📞
Case Linked Oct 28, 7:52 AM
Case Number: 00538810
Subject: Re-Quote needed - waiting to be synced to EBT
Status: Closed
📋
▶
2 Work Order Created Oct 28, 4:59 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 28, 9:24 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Keith Weiss
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 4h 22m
⏳ 4.3 business days
📅
Status: Ready for Scheduling by Amy Greene Nov 3, 8:54 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 6d 0h
👷
▶
2 Technician Assigned Nov 4, 8:51 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 11h 57m
🔩
2x Parts Added Nov 4, 12:48 PM
Type: Parts, Expenses
Status: Open
Qty: 1
🗓️
▶
2 Status: Scheduled Nov 5, 12:05 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-11-07T14:00:00.000+0000
⏳ 3.0 business days
✔️
Status: Completed by Darrell Hope Nov 7, 5:25 PM
From: Scheduled
To: Completed
Duration in Previous: 2d 5h
⏱️
▶
2 3x Labor Added Nov 7, 5:37 PM
3x Labor Added → Status: Closed
🏁
Status: Closed by Darrell Hope
From: Completed
To: Closed
Duration in Previous: 13m
⏳ 2.8 business days
📄
▶
2 Status: Ready to Bill Nov 12, 9:38 AM
Status: Ready to Bill → Status: Invoice Pending
📨
Status: Invoice Pending by Diane Patton
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 1m
💵
Status: Billing Review by Diane Patton Nov 12, 1:10 PM
From: Invoice Pending, Billing Review
To: Billing Review, Ready to Bill
Duration in Previous: 3h 31m, 0m
⏳ 2.0 business days
📨
Status: Invoice Pending by Diane Patton Nov 13, 4:37 PM
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 1d 3h, 0m
🚨 51.9 business days
🧾
Invoice Created Jan 30, 5:51 PM
Invoice Number: SM-246464

Bottlenecks

Awaiting Parts
Duration: 4.2 business days (threshold: 3.0 business days)
Exceeded by 1.2 business days
Assigned
Duration: 2.0 business days (threshold: 4.0 business hours)
Exceeded by 1.5 business days
Scheduled
Duration: 2.9 business days (threshold: 2.0 business days)
Exceeded by 6.9 business hours
Closed
Duration: 2.2 business days (threshold: 1.0 business days)
Exceeded by 1.2 business days
Ready to Bill
Duration: 1.7 business days (threshold: 1.0 business days)
Exceeded by 5.8 business hours

🔗 Related Artifacts

📞
Case 00538810
Closed
📦
Parts Order 00084350
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P7
Type
Repair
Branch
ERLA - PROD
Technician
Darrell Hope
Scheduled
Nov 7, 9:00 AM
Created
Oct 28, 4:59 PM
Invoice #
SM-246464

Work Details (5)

Name Type Status Qty Amount Date
WL-02995614 Parts Open 1 $61.34 Nov 4, 12:48 PM
WL-02995615 Expenses Open 1 $15.19 Nov 4, 12:48 PM
WL-03000468 Labor Open 1.25 $292.50 Nov 7, 5:37 PM
WL-03000469 Labor Open 0.73333333333333 $97.50 Nov 7, 5:37 PM
WL-03000470 Travel Open 20 $14.00 Nov 7, 5:37 PM

Details