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WO-01312625 ↗ ServiceMax

DURHAM COUNTY EMS • Repair • P7

📍 Durham County EMS — 2330 Presidential Drive Suite 114, Durham NC, 27703

Nov 3, 2025 → Dec 22, 2025

✅ Completed
P7
SLA Clock
7 business days from creation · Target: Nov 13, 2025
✗ SLA Missed (24 biz days late)
Active: 31 biz days
Budget: 7 biz days
🕐 Clock stopped: Completed (Dec 19, 2025)
SLA Target
▶ Clock Running
Status: Created
Nov 3 → Nov 3, 2025
0 business days (counted)
Running total: 0 of 7 biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 3 → Nov 4, 2025
1 business day (counted)
Running total: 1 of 7 biz days used
▶ Clock Running
Status: Assigned
Nov 4 → Nov 5, 2025
1 business day (counted)
Running total: 2 of 7 biz days used
▶ Clock Running
Status: Scheduled
Nov 5 → Nov 8, 2025
2 business days (counted)
Running total: 4 of 7 biz days used
▶ Clock Running
Status: Completed
Nov 8 → Nov 8, 2025
0 business days (counted)
Running total: 4 of 7 biz days used
▶ Clock Running
Status: Incomplete
Nov 8 → Nov 8, 2025
0 business days (counted)
Running total: 4 of 7 biz days used
27d
▶ Clock Running
Status: Closed
Nov 8 → Dec 19, 2025
27 business days (counted)
Running total: 31 of 7 biz days used
Created: Nov 3, 2025 Completed: Dec 19, 2025
Business Days Used 31 / 7
0 7d budget +24d over
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Nov 3 → Nov 3 Created ▶ Running 0 0 / 7
Nov 3 → Nov 4 Ready for Scheduling ▶ Running 1 1 / 7
Nov 4 → Nov 5 Assigned ▶ Running 1 2 / 7
Nov 5 → Nov 8 Scheduled ▶ Running 2 4 / 7
Nov 8 → Nov 8 Completed ▶ Running 0 4 / 7
Nov 8 → Nov 8 Incomplete ▶ Running 0 4 / 7
Nov 8 → Dec 19 Closed ▶ Running 27 31 / 7
Dispatch 0.0d
Coordinators 6.7d
Field Work 1.3d
Incomplete 27.0d (excluded)
Billing 10.2d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
6.7 days
Over SLA
Field Work
1.3 days
Over SLA
Incomplete (excluded from total)
27.0 days
Billing
10.2 days
Over SLA
Created: Nov 3, 2025 Due: Nov 12, 2025 Completed: Dec 22, 2025 (39 days late)
📅
32.7 days Total Age
⏱️
27.0d in Incomplete Longest Stage
🔄
12 transitions Status Changes
⚠️
11.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
1 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00536808
Durham County EMS- Ferno Stairchair Repairs. Waiting for site to be created in EBT.
Closed
Q-00030871 I would like to request repair services for multiple Ferno Stair Chairs located at Durham County OES Facility (2330 Presidential Drive Suite 114). Repairs vary from wheels, tracks, cracked seats, and handles. Model Number: 59T EZ Glide Amount- 12 total 10 Ferno 59T EZ Glides 2 Ferno 59T Powertraxx
Priority
Standard
Origin
Email
Reason
New Case
Contact
Megan Deaton
Owner
Kimberly Hardison
Created
Oct 20, 2025
Work Orders from this Case (12)
WO-01312607 Invoiced
Repair • Todd Fogiel
Created: Nov 3, 2025 • Closed: Nov 7, 2025
WO-01312610 Invoiced
Repair • Todd Fogiel
Created: Nov 3, 2025 • Closed: Jan 7, 2026
WO-01312611 Invoiced
Repair • Todd Fogiel
Created: Nov 3, 2025 • Closed: Jan 12, 2026
WO-01312614 Invoiced
Repair • Todd Fogiel
Created: Nov 3, 2025 • Closed: Nov 7, 2025
WO-01312615 Invoiced
Repair • Todd Fogiel
Created: Nov 3, 2025 • Closed: Jan 5, 2026
WO-01312616 Invoiced
Repair • Todd Fogiel
Created: Nov 3, 2025 • Closed: Jan 5, 2026
WO-01312617 Invoiced
Repair • Todd Fogiel
Created: Nov 3, 2025 • Closed: Jan 5, 2026
WO-01312618 Invoiced
Repair • Todd Fogiel
Created: Nov 3, 2025 • Closed: Jan 5, 2026
WO-01312619 Invoiced
Repair • Todd Fogiel
Created: Nov 3, 2025 • Closed: Jan 5, 2026
WO-01312621 Invoiced
Repair • Todd Fogiel
Created: Nov 3, 2025 • Closed: Jan 5, 2026
WO-01312624 Invoiced
Repair • Todd Fogiel
Created: Nov 3, 2025 • Closed: Jan 5, 2026
WO-01312625 (current) Invoiced
Repair • Todd Fogiel
Created: Nov 3, 2025 • Closed: Dec 22, 2025
Completed with significant delays
Invoiced • 121 days old
🚨
Primary Delay 27.0 days stuck in "Incomplete"
⏱️
Total Delay 11.6 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
Ready for Scheduling
1.7d / 1.0d SLA
Assigned
2.0d / 0.5d SLA
Scheduled
3.0d / 2.0d SLA
Closed
0.3d / 1.0d SLA
Incomplete
27.0d
Completed
1.3d / 1.0d SLA
Ready to Bill
10.2d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

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

11/5 MOwens Megan called back. The service visit is scheduled for Friday 11/7 from 10am-5pm.

11/4 MOwens Called to speak to Megan Deaton. Left a vm for her to call back to schedule the repair visit.

🔧 Work Performed
Eval Gas spring worn Rear wheels worn Restraints worn Front wheels worn
🔍 Technician Findings
Asset 13284139
⚠️ Problem Description
Q-00030871 12 Of 12 I would like to request repair services for multiple Ferno Stair Chairs located at Durham County OES Facility (2330 Presidential Drive Suite 114). Repairs vary from wheels, tracks, cracked seats, and handles. Model Number: 59T EZ Glide Amount- 12 total 10 Ferno 59T EZ Glides 2 Ferno 59T Powertraxx https://www.ebiotrack.com/workorder.php?wo=69429
📄 Description
Ferno Model 59-T EZ-Glide Stair Chair

Timeline

📞
Case Linked Oct 20, 12:40 PM
Case Number: 00536808
Subject: Durham County EMS- Ferno Stairchair Repairs. Waiting for site to be created in EBT.
Status: Closed
🚨 11.0 business days
📋
▶
2 Work Order Created Nov 3, 1:37 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Status: Assigned Nov 4, 10:01 AM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Melissa Owens
Technician: Todd Fogiel
⏳ 2.0 business days
🗓️
▶
2 Status: Scheduled Nov 5, 10:35 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2025-11-07T15:00:00.000+0000
⏳ 3.0 business days
✔️
▶
3 Status: Completed Nov 7, 11:24 PM
Status: Completed → Labor Added → Status: Incomplete
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 0.75
⚠️
Status: Incomplete by Todd Fogiel
From: Closed, Completed
To: Incomplete, Closed
Duration in Previous: 3m, 0m
🚨 27.1 business days
✔️
Status: Completed by Joseph Whalen Dec 19, 4:39 PM
From: Incomplete
To: Completed
Duration in Previous: 41d 17h
⏳ 1.9 business days
🏁
Status: Closed by Shawn Rogers Dec 22, 10:57 AM
From: Completed
To: Closed
Duration in Previous: 2d 18h
📄
Status: Ready to Bill by Diane Patton Dec 22, 11:52 AM
From: Closed
To: Ready to Bill
Duration in Previous: 55m
⚠️ 9.0 business days
🏁
Status: Closed by Gavin Poole Jan 5, 3:20 PM
From: Ready to Bill
To: Closed
Duration in Previous: 14d 3h
📄
Status: Ready to Bill by Diane Patton Jan 5, 4:45 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1h 25m
📨
▶
3 Status: Invoice Pending Jan 6, 1:23 PM
Status: Invoice Pending → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 4m
🧾
Invoice Created
Invoice Number: SM-250587

Bottlenecks

Ready for Scheduling
Duration: 1.7 business days (threshold: 1.0 business days)
Exceeded by 5.4 business hours
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
Completed
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.3 business hours
Ready to Bill
Duration: 8.9 business days (threshold: 1.0 business days)
Exceeded by 7.9 business days
Ready to Bill
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.2 business hours

🔗 Related Artifacts

📞
Case 00536808
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P7
Type
Repair
Branch
N/A
Technician
Todd Fogiel
Scheduled
Nov 7, 10:00 AM
Created
Nov 3, 1:37 PM
Invoice #
SM-250587

Work Details (1)

Name Type Status Qty Amount Date
WL-03000977 Labor Open 0.75 $97.50 Nov 7, 11:26 PM

Details