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WO-01325160 ↗ ServiceMax

KEENEY & BASFORD FUNERAL HOME • Evaluation • P7

📍 KEENEY & BASFORD FUNERAL HOME — 106 EAST CHURCH STREET, Frederick MD, 21701

Dec 11, 2025 → Dec 29, 2025

✅ Completed
P7
SLA Clock
7 business days from creation · Target: Dec 22, 2025
✗ SLA Missed (5 biz days late)
Active: 12 biz days
Budget: 7 biz days
🕐 Clock stopped: Completed (Dec 30, 2025)
SLA Target
▶ Clock Running
Status: Created
Dec 11 → Dec 11, 2025
0 business days (counted)
Running total: 0 of 7 biz days used
▶ Clock Running
Status: Ready for Scheduling
Dec 11 → Dec 11, 2025
0 business days (counted)
Running total: 0 of 7 biz days used
4d
▶ Clock Running
Status: Assigned
Dec 11 → Dec 17, 2025
4 business days (counted)
Running total: 4 of 7 biz days used
7d
▶ Clock Running
Status: Scheduled
Dec 17 → Dec 29, 2025
7 business days (counted)
Running total: 11 of 7 biz days used
▶ Clock Running
Status: Tech On Site
Dec 29 → Dec 30, 2025
1 business day (counted)
Running total: 12 of 7 biz days used
Created: Dec 11, 2025 Completed: Dec 30, 2025
Business Days Used 12 / 7
0 7d budget +5d over
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Dec 11 → Dec 11 Created ▶ Running 0 0 / 7
Dec 11 → Dec 11 Ready for Scheduling ▶ Running 0 0 / 7
Dec 11 → Dec 17 Assigned ▶ Running 4 4 / 7
Dec 17 → Dec 29 Scheduled ▶ Running 7 11 / 7
Dec 29 → Dec 30 Tech On Site ▶ Running 1 12 / 7
Dispatch 0.0d
Coordinators 12.3d
Field Work 0.6d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
12.3 days
Over SLA
Field Work
0.6 days
Billing
0.0 days
Created: Dec 11, 2025 Due: Dec 22, 2025 Completed: Dec 30, 2025 (7 days late)
📅
11.6 days Total Age
⏱️
7.9d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
9.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
4 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00550544
location not in EBT 12/11
Closed
Q-00031551 4 stretchers need evaluation, 2 they are having problems going up and down. Just want the other 2 evaluated. 15N-327994 L-742697 1 is a Ferno 24 minimaxx The technician will need to evaluate the unit and determine if parts are needed for repairs.
Priority
High
Origin
Phone
Reason
New Case
Contact
Dolan Smeak
Owner
Jessica Sells
Created
Dec 10, 2025
Work Orders from this Case (4)
WO-01325159 Invoiced
Evaluation • Chris Galasso
Created: Dec 11, 2025 • Closed: Dec 29, 2025
WO-01325160 (current) Invoiced
Evaluation • Chris Galasso
Created: Dec 11, 2025 • Closed: Dec 29, 2025
WO-01325161 Invoiced
Evaluation • Chris Galasso
Created: Dec 11, 2025 • Closed: Dec 29, 2025
WO-01325162 Invoiced
Evaluation • Chris Galasso
Created: Dec 11, 2025 • Closed: Dec 29, 2025
Completed with minor delays
Invoiced • 83 days old
🚨
Primary Delay 7.9 days stuck in "Scheduled"
⏱️
Total Delay 9.6 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
0.1d / 1.0d SLA
Assigned
4.3d / 0.5d SLA
Scheduled
7.9d / 2.0d SLA
Tech On Site
0.6d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

Travel moved to WO 1325159

12/17 MOwens Called and spoke to Dolan Smeak. I offered the first available date fo the tech of 12/29 since he is on PTO next week. Dolan said Mon the 29th works for him. I told him the arrival would be between 10-12.

🔧 Work Performed
ID 13323644 SN J-35274 APPLIED LUBRICATION WHERE NEEDED; OPERATING AS EXPECTED, ALL TESTS PASS
🔍 Technician Findings
ID 13323644 SN J-35274 COBWEBS; NEEDS LUBRICATION
⚠️ Problem Description
Q-00031551 4 (total) stretchers need evaluation, 2 they are having problems going up and down. Just want the other 2 evaluated. L-742697 https://www.ebiotrack.com/workorder.php?wo=70308 The technician will need to evaluate the unit and determine if parts are needed for repairs.

Timeline

📞
Case Linked Dec 10, 10:45 AM
Case Number: 00550544
Subject: location not in EBT 12/11
Status: Closed
⏳ 2.0 business days
📋
Work Order Created Dec 11, 3:43 PM
Work Order: WO-01325160
Type: Evaluation
Priority: P7
📅
Status: Ready for Scheduling by Jessica Sells Dec 11, 3:49 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 5m
👷
▶
2 Status: Assigned Dec 11, 4:46 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Melissa Owens
Technician: Chris Galasso
⏳ 4.9 business days
🗓️
▶
2 Status: Scheduled Dec 17, 12:03 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2025-12-29T16:00:00.000+0000
⚠️ 8.0 business days
🔧
▶
2 Status: Tech On Site Dec 29, 3:46 PM
Status: Tech On Site → 3x Labor Added
⏱️
3x Labor Added
Type: Labor, Travel
Status: Open
Qty: 1, 3, 155
💵
▶
2 Expenses Added Dec 29, 8:51 PM
Expenses Added → Status: Completed
✔️
Status: Completed by Chris Galasso
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 5h 5m, 0m
📄
▶
3 Status: Ready to Bill Dec 30, 5:39 PM
Status: Ready to Bill → Status: Invoice Pending → Status: Invoiced
📨
Status: Invoice Pending by Diane Patton
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 1m
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
⏳ 2.8 business days
🧾
Invoice Created Jan 4, 9:02 PM
Invoice Number: SM-250172

Bottlenecks

Assigned
Duration: 4.3 business days (threshold: 4.0 business hours)
Exceeded by 3.8 business days
Scheduled
Duration: 7.9 business days (threshold: 2.0 business days)
Exceeded by 5.9 business days

🔗 Related Artifacts

📞
Case 00550544
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P7
Type
Evaluation
Branch
N/A
Technician
Chris Galasso
Scheduled
Dec 29, 11:00 AM
Created
Dec 11, 3:43 PM
Invoice #
SM-250172

Work Details (4)

Name Type Status Qty Amount Date
WL-03049157 Labor Open 1 $130.00 Dec 29, 3:49 PM
WL-03049158 Labor Open 3 $0.00 Dec 29, 3:49 PM
WL-03049159 Travel Open 155 $0.00 Dec 29, 3:49 PM
WL-03049458 Expenses Open 1 $0.00 Dec 29, 8:51 PM

Details