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WO-01325162 ↗ 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 (4 biz days late)
Active: 11 biz days
Budget: 7 biz days
🕐 Clock stopped: Completed (Dec 29, 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 29, 2025
0 business days (counted)
Running total: 11 of 7 biz days used
Created: Dec 11, 2025 Completed: Dec 29, 2025
Business Days Used 11 / 7
0 7d budget +4d 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 29 Tech On Site ▶ Running 0 11 / 7
Dispatch 0.0d
Coordinators 12.3d
Field Work 0.1d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
12.3 days
Over SLA
Field Work
0.1 days
Billing
0.0 days
Created: Dec 11, 2025 Due: Dec 22, 2025 Completed: Dec 29, 2025 (6 days late)
📅
11.4 days Total Age
⏱️
7.9d in Scheduled Longest Stage
🔄
9 transitions Status Changes
⚠️
10.2d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
1 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 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 (current) Invoiced
Evaluation • Chris Galasso
Created: Dec 11, 2025 • Closed: Dec 29, 2025
Completed with significant delays
Invoiced • 83 days old
🚨
Primary Delay 7.9 days stuck in "Scheduled"
⏱️
Total Delay 10.2 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
Ready for Scheduling
0.1d / 1.0d SLA
Assigned
4.3d / 0.5d SLA
Scheduled
7.9d / 2.0d SLA
Tech On Site
0.0d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.6d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

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
16N-353716 CLEANED OLD LUBE AND APPLIED LUBRICATION WHERE NEEDED; OPERATING AS EXPECTED, ALL TESTS PASSED.
🔍 Technician Findings
BOTH LEGS SLOW OR HANG WHEN LOWERING, DRIED LUBE 16N-353716 ID 13323643
⚠️ Problem Description
Q-00031551 4 (total) stretchers need evaluation, 2 they are having problems going up and down. Just want the other 2 evaluated. Ferno https://www.ebiotrack.com/workorder.php?wo=70310 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
📋
▶
2 Work Order Created Dec 11, 3:49 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Status: Assigned Dec 11, 4:48 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Melissa Owens
Technician: Chris Galasso
⏳ 4.9 business days
🗓️
▶
2 Status: Scheduled Dec 17, 12:04 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2025-12-29T16:00:00.000+0000
⚠️ 8.0 business days
🔧
Status: Tech On Site by Chris Galasso Dec 29, 2:07 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 12d 2h
⏱️
Labor Added Dec 29, 2:17 PM
Type: Labor
Status: Open
Qty: 1
✔️
▶
2 Status: Completed Dec 29, 2:30 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Chris Galasso
From: Completed
To: Closed
Duration in Previous: 1m
📄
▶
3 Status: Ready to Bill Dec 30, 11:18 AM
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: 3m
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⏳ 3.0 business days
🧾
Invoice Created Jan 4, 9:02 PM
Invoice Number: SM-250128

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
Closed
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 4.5 business hours

🔗 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, 3:49 PM
Invoice #
SM-250128

Work Details (1)

Name Type Status Qty Amount Date
WL-03049038 Labor Open 1 $130.00 Dec 29, 2:17 PM

Details