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WO-01317535 ↗ ServiceMax

NORTHSTAR EMS (ME) • Repair • P7

📍 Northstar EMS - Washington Ave. — 24 Washington Ave., Scarborough ME, 04074

Dec 1, 2025 → Mar 2, 2026

✅ Completed
P7
SLA Clock
7 business days from creation · Target: Dec 10, 2025
✗ SLA Missed (3 biz days late)
Active: 10 biz days
Paused: 52 biz days
Budget: 7 biz days
🕐 Clock stopped: Completed (Mar 3, 2026)
SLA Target
▶ Clock Running
Status: Created
Dec 1 → Dec 1, 2025
0 business days (counted)
Running total: 0 of 7 biz days used
▶ Clock Running
Status: L2 Screening
Dec 1 → Dec 1, 2025
0 business days (counted)
Running total: 0 of 7 biz days used
⏸52d
⏸ Clock Paused
Status: Awaiting Parts
Dec 1 → Feb 17, 2026
52 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Feb 17 → Feb 17, 2026
0 business days (counted)
Running total: 0 of 7 biz days used
▶ Clock Running
Status: Assigned
Feb 17 → Feb 19, 2026
2 business days (counted)
Running total: 2 of 7 biz days used
7d
▶ Clock Running
Status: Scheduled
Feb 19 → Mar 2, 2026
7 business days (counted)
Running total: 9 of 7 biz days used
▶ Clock Running
Status: Tech On Site
Mar 2 → Mar 3, 2026
1 business day (counted)
Running total: 10 of 7 biz days used
Created: Dec 1, 2025 Completed: Mar 3, 2026
Business Days Used 10 / 7
0 7d budget +3d over
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Dec 1 → Dec 1 Created ▶ Running 0 0 / 7
Dec 1 → Dec 1 L2 Screening ▶ Running 0 0 / 7
Dec 1 → Feb 17 Awaiting Parts ⏸ Paused 52 —
Feb 17 → Feb 17 Ready for Scheduling ▶ Running 0 0 / 7
Feb 17 → Feb 19 Assigned ▶ Running 2 2 / 7
Feb 19 → Mar 2 Scheduled ▶ Running 7 9 / 7
Mar 2 → Mar 3 Tech On Site ▶ Running 1 10 / 7
Dispatch 0.4d
Material Management 52.9d
Coordinators 10.4d
Field Work 0.4d
✗ SLA Missed
Dispatch
0.4 days
Material Management
52.9 days
Over SLA
Coordinators
10.4 days
Over SLA
Field Work
0.4 days
Created: Dec 1, 2025 Due: Feb 24, 2026 Completed: Mar 3, 2026 (6 days late)
📅
62.3 days Total Age
⏱️
52.9d in Awaiting Parts Longest Stage
🔄
8 transitions Status Changes
⚠️
57.2d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
20 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00547161
FW: Northstar EMS
Closed
Q-00031318 Manufacturer: Stryker Model #: 6390 SN: TBD The following parts are needed for repair. (12) 0001-193-000 screws (3) 6390-001-113 drive block (1) 6390-001-114 drive rod (1) 6390-101-105 trigger housing (1) 6390-001-112 pivot pin (1) 6390-001-104 trigger (1) 639001010024 pawl assembly (1) 6390-001-136 rear end cap (2) 0015-087-000 square nut (4) 0001-194-000 screws (1) 0038-887-000 compression spring (1) 6390-001-152 drive rod rear (1) 639002010023 Plunger assembly mid
Priority
Standard
Origin
Email
Reason
New Case
Contact
Ramon Rodriguez
Owner
Kimberly Hardison
Created
Nov 26, 2025
Work Orders from this Case (1)
WO-01317535 (current) Closed
Repair • Paul Bonang Jr
Created: Dec 1, 2025 • Closed: Mar 2, 2026
Completed with significant delays
Closed • 93 days old
🚨
Primary Delay 52.9 days stuck in "Awaiting Parts"
⏱️
Total Delay 57.2 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
0.4d / 1.0d SLA
Awaiting Parts
52.9d / 3.0d SLA
Ready for Scheduling
0.6d / 1.0d SLA
Assigned
2.0d / 0.5d SLA
Scheduled
7.8d / 2.0d SLA
Tech On Site
0.3d / 1.0d SLA
Completed
0.1d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
2/19 KSmith -- Scheduled for 3/2 with Ramon. 9-11am

2/19 KSmith -- Sent email to Ramon to schedule for 3/2. FSE is on PTO all next week

2/17/2026 Sramen - received teams message from KSmith stating the skillset needed refreshed on the WO so she could assign to PBJ. I updated the skillset, assigned to PBJ and adjusted the due date. Parts will ship tomorrow.


2/9/26 NatoshaB - esc PO to MM/Orders due to no update since Dec 22nd. Customer called me asking for a timeline. WO has been open since Dec 1, 2025.


12/1 KHardison, please assign to Paul Bonang.

🔧 Work Performed
Reinstalled all missing parts to anchor. Installed anchor in vehicle along with transfer and trolley. Noticed the powerload would go in and park but when released it would not jog up and move out of the truck properly due to a missing spring. Unit also has 2 missing rollers. We will send the 2 rollers and the spring to Ray for self-install. Ray requested me to replace the battery in the trolley because the unit had sat for several months. Ray also asked me for 4 wheels for his cots as spares.
🔍 Technician Findings
Anchor missing several parts
⚠️ Problem Description
Q-00031318 Manufacturer: Stryker Model #: 6390 SN: TBD The following parts are needed for repair. (12) 0001-193-000 screws (3) 6390-001-113 drive block (1) 6390-001-114 drive rod (1) 6390-101-105 trigger housing (1) 6390-001-112 pivot pin (1) 6390-001-104 trigger (1) 639001010024 pawl assembly (1) 6390-001-136 rear end cap (2) 0015-087-000 square nut (4) 0001-194-000 screws (1) 0038-887-000 compression spring (1) 6390-001-152 drive rod rear (1) 639002010023 Plunger assembly mid https://www.ebiotrack.com/workorder.php?wo=70008
📄 Description
Stryker 6390 Power-LOAD Fastener System

Timeline

📞
Case Linked Nov 26, 3:27 PM
Case Number: 00547161
Subject: FW: Northstar EMS
Status: Closed
⏳ 2.0 business days
📋
▶
2 Work Order Created Dec 1, 8:32 AM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Kimberly Hardison
From: Entered
To: L2 Screening
Duration in Previous: 2m
📦
▶
2 Parts Requested Dec 1, 11:56 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Keith Weiss
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 3h 22m
🚨 53.0 business days
📅
Status: Ready for Scheduling by MELISSA BARRETT Feb 17, 2:21 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 78d 2h
👷
▶
2 Technician Assigned Feb 17, 6:50 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Stephanie Ramen
From: Ready for Scheduling
To: Assigned
Duration in Previous: 4h 29m
🔩
13x Parts Added Feb 18, 10:17 AM
Type: Parts, Expenses
Status: Open
Qty: 12, 3, 4
⏳ 2.0 business days
🗓️
▶
2 Status: Scheduled Feb 19, 12:26 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-03-02T14:00:00.000+0000
⏳ 3.0 business days
📅
Dispatch Scheduled by Kourtney Smith Feb 23, 10:37 AM
Scheduled For: 2026-03-02T16:00:00.000+0000
⚠️ 6.0 business days
🔧
Status: Tech On Site by Paul Bonang Mar 2, 6:43 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 11d 6h
✔️
Status: Completed by Paul Bonang Mar 2, 9:04 PM
From: Tech On Site
To: Completed
Duration in Previous: 2h 20m
🔩
2x Parts Added Mar 2, 9:15 PM
Type: Parts
Status: Open
Qty: 1, 4
⏱️
5x Labor Added Mar 2, 9:22 PM
Type: Labor, Travel
Status: Open
Qty: 0.25, 3, 4, 185
🏁
Status: Closed by Paul Bonang Mar 2, 9:39 PM
From: Completed
To: Closed
Duration in Previous: 35m

Bottlenecks

Awaiting Parts
Duration: 52.9 business days (threshold: 3.0 business days)
Exceeded by 49.9 business days
Assigned
Duration: 2.0 business days (threshold: 4.0 business hours)
Exceeded by 1.5 business days
Scheduled
Duration: 7.8 business days (threshold: 2.0 business days)
Exceeded by 5.8 business days

🔗 Related Artifacts

📞
Case 00547161
Closed
📦
Parts Order 00086001
Closed

ℹ️ Work Order Details

Status
Closed
Priority
P7
Type
Repair
Branch
ERLA - PROD
Technician
Paul Bonang Jr
Scheduled
Mar 2, 11:00 AM
Created
Dec 1, 8:32 AM
Invoice #
N/A

Work Details (20)

Name Type Status Qty Amount Date
WL-03110037 Parts Open 12 $54.72 Feb 18, 10:17 AM
WL-03110038 Parts Open 3 $17.88 Feb 18, 10:17 AM
WL-03110039 Parts Open 1 $14.05 Feb 18, 10:17 AM
WL-03110040 Parts Open 1 $13.31 Feb 18, 10:17 AM
WL-03110041 Parts Open 1 $10.98 Feb 18, 10:17 AM
WL-03110042 Parts Open 1 $16.21 Feb 18, 10:17 AM
WL-03110043 Parts Open 1 $2,030.40 Feb 18, 10:17 AM
WL-03110044 Parts Open 1 $11.76 Feb 18, 10:17 AM
WL-03110045 Parts Open 2 $1.56 Feb 18, 10:17 AM
WL-03110046 Parts Open 4 $18.28 Feb 18, 10:17 AM
WL-03110047 Parts Open 1 $0.00 Feb 18, 10:17 AM
WL-03110048 Parts Open 1 $8.62 Feb 18, 10:17 AM
WL-03110050 Expenses Open 1 $28.02 Feb 18, 10:17 AM
WL-03127258 Parts Open 1 $880.80 Mar 2, 9:15 PM
WL-03127260 Parts Open 4 $417.60 Mar 2, 9:16 PM
WL-03127270 Labor Open 0.25 $32.50 Mar 2, 9:22 PM
WL-03127271 Labor Open 5 $650.00 Mar 2, 9:22 PM
WL-03127272 Labor Open 3 $390.00 Mar 2, 9:22 PM
WL-03127273 Travel Open 4 $137.97 Mar 2, 9:22 PM
WL-03127274 Travel Open 185 $0.00 Mar 2, 9:22 PM

Details