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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01316848 ↗ ServiceMax

DELRAY BEACH FIRE RESCUE • Repair • P7

📍 DELRAY BEACH FIRE RESCUE — 501 West Atlantic Avenue, Delray Beach FL, 33444

Nov 24, 2025 → Dec 5, 2025

✅ Completed
P7
SLA Clock
7 business days from creation · Target: Dec 5, 2025
✗ SLA Missed
Active: 7 biz days
Budget: 7 biz days
🕐 Clock stopped: Completed (Dec 5, 2025)
SLA Target
▶ Clock Running
Status: Created
Nov 24 → Nov 24, 2025
0 business days (counted)
Running total: 0 of 7 biz days used
▶ Clock Running
Status: L2 Screening
Nov 24 → Nov 24, 2025
0 business days (counted)
Running total: 0 of 7 biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 24 → Nov 24, 2025
0 business days (counted)
Running total: 0 of 7 biz days used
▶ Clock Running
Status: Assigned
Nov 24 → Nov 24, 2025
0 business days (counted)
Running total: 0 of 7 biz days used
7d
▶ Clock Running
Status: Scheduled
Nov 24 → Dec 5, 2025
7 business days (counted)
Running total: 7 of 7 biz days used
▶ Clock Running
Status: Tech On Site
Dec 5 → Dec 5, 2025
0 business days (counted)
Running total: 7 of 7 biz days used
Created: Nov 24, 2025 Completed: Dec 5, 2025
Business Days Used 7 / 7
0 7d budget
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Nov 24 → Nov 24 Created ▶ Running 0 0 / 7
Nov 24 → Nov 24 L2 Screening ▶ Running 0 0 / 7
Nov 24 → Nov 24 Ready for Scheduling ▶ Running 0 0 / 7
Nov 24 → Nov 24 Assigned ▶ Running 0 0 / 7
Nov 24 → Dec 5 Scheduled ▶ Running 7 7 / 7
Dec 5 → Dec 5 Tech On Site ▶ Running 0 7 / 7
Dispatch 0.7d
Coordinators 7.5d
Field Work 0.7d
Billing 0.0d
✗ SLA Missed
Dispatch
0.7 days
Coordinators
7.5 days
Over SLA
Field Work
0.7 days
Billing
0.0 days
Created: Nov 24, 2025 Due: Dec 5, 2025 Completed: Dec 5, 2025 (on time)
📅
8.0 days Total Age
⏱️
7.4d in Scheduled Longest Stage
🔄
10 transitions Status Changes
⚠️
6.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00539701
urgent Needs Quote
Closed
Q-00030876 Urgent ‼️ Customer is waiting for Quote.no spares. I need a repair WO for INX - 17S014052 Technician has all parts needed for repair. Thank you. 1 head end actuator, 0800650. No part order needed, tech has parts. Tech will need to call for requote if parts or labor are different.
Priority
Critical
Origin
Email
Reason
New Case
Contact
Walter Hirst
Owner
Kimberly Hardison
Created
Oct 30, 2025
Work Orders from this Case (1)
WO-01316848 (current) Invoiced
Repair • Ray Andreu
Created: Nov 24, 2025 • Closed: Dec 5, 2025
Completed with minor delays
Invoiced • 100 days old
🚨
Primary Delay 7.4 days stuck in "Scheduled"
⏱️
Total Delay 6.6 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
L2 Screening
0.6d / 1.0d SLA
Ready for Scheduling
0.1d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
7.4d / 2.0d SLA
Tech On Site
0.7d / 1.0d SLA
Closed
3.3d / 1.0d SLA
L2 Review
0.7d
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/9 KWeiss, Reviewed pictures and closing w/o for billing review.

12/9/25 DPatton - Placing in L2 Review (INX cot repair)

11/24/25 AJinerson - FSE confirmed w/ Walter to schedule for Fri. 12/5.


11/24 KWeiss, Placing w/o in ready for scheduling. No part order needed, tech has parts.

🔧 Work Performed
Service repair, replace head motor, button switch, bottom cover, cycle test, clean return to service.
🔍 Technician Findings
Inspect found head motor not working, foot upper button bad and bottom cover cracked.
⚠️ Problem Description
Q-00030876 Urgent ‼️ Customer is waiting for Quote.no spares. I need a repair WO for INX - 17S014052 Technician has all parts needed for repair. Thank you. 1 head end actuator, 0800650. No part order needed, tech has parts. Tech will need to call for requote if parts or labor are different. https://www.ebiotrack.com/workorder.php?wo=69910
📄 Description
Ferno iNX Powered Cot

Timeline

📞
Case Linked Oct 30, 1:32 PM
Case Number: 00539701
Subject: urgent Needs Quote
Status: Closed
🚨 17.0 business days
📋
▶
2 Work Order Created Nov 24, 9:49 AM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Kimberly Hardison
From: Entered
To: L2 Screening
Duration in Previous: 0m
📅
Status: Ready for Scheduling by Keith Weiss Nov 24, 3:01 PM
From: L2 Screening
To: Ready for Scheduling
Duration in Previous: 5h 11m
👷
▶
2 Technician Assigned Nov 24, 3:57 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Abby Jinerson
From: Ready for Scheduling
To: Assigned
Duration in Previous: 55m
🗓️
▶
2 Status: Scheduled Nov 24, 4:05 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Abby Jinerson
Scheduled For: 2025-12-05T15:00:00.000+0000
⚠️ 8.0 business days
🔧
Status: Tech On Site by Ramon Andreu Dec 5, 11:10 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 10d 19h
🔩
5x Parts Added Dec 5, 4:36 PM
Type: Parts, Labor
Status: Open
Qty: 1
✔️
Status: Completed by Ramon Andreu Dec 5, 4:45 PM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 5h 35m, 0m
⏳ 2.9 business days
👀
Status: L2 Review by Diane Patton Dec 9, 3:21 PM
From: Closed
To: L2 Review
Duration in Previous: 3d 22h
🏁
Status: Closed by Keith Weiss Dec 9, 9:19 PM
From: L2 Review
To: Closed
Duration in Previous: 5h 58m
📄
▶
3 Status: Ready to Bill Dec 10, 9:07 AM
Status: Ready to Bill → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
🧾
Invoice Created
Invoice Number: SM-248628

Bottlenecks

Scheduled
Duration: 7.4 business days (threshold: 2.0 business days)
Exceeded by 5.4 business days
Closed
Duration: 2.3 business days (threshold: 1.0 business days)
Exceeded by 1.3 business days

🔗 Related Artifacts

📞
Case 00539701
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P7
Type
Repair
Branch
ERLA - PROD
Technician
Ray Andreu
Scheduled
Dec 5, 10:00 AM
Created
Nov 24, 9:49 AM
Invoice #
SM-248628

Work Details (5)

Name Type Status Qty Amount Date
WL-03028500 Parts Open 1 $137.00 Dec 5, 4:36 PM
WL-03028501 Parts Open 1 $6,657.00 Dec 5, 4:36 PM
WL-03028502 Parts Open 1 $192.00 Dec 5, 4:36 PM
WL-03028503 Parts Open 1 $3.00 Dec 5, 4:36 PM
WL-03028504 Labor Open 1 $0.00 Dec 5, 4:36 PM

Details