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WO-01328062 ↗ ServiceMax

EZ WAY • Repair • P7

📍 Edenwald — 800 Southerly Rd, Towson MD, 21286

Dec 24, 2025 → Jan 29, 2026

✅ Completed
P7
SLA Clock
7 business days from creation · Target: Jan 6, 2026
✗ SLA Missed (17 biz days late)
Active: 24 biz days
Budget: 7 biz days
🕐 Clock stopped: Completed (Jan 30, 2026)
SLA Target
▶ Clock Running
Status: Created
Dec 24 → Dec 24, 2025
0 business days (counted)
Running total: 0 of 7 biz days used
▶ Clock Running
Status: Ready for Scheduling
Dec 24 → Dec 24, 2025
0 business days (counted)
Running total: 0 of 7 biz days used
2d
▶ Clock Running
Status: Assigned
Dec 24 → Dec 29, 2025
2 business days (counted)
Running total: 2 of 7 biz days used
▶ Clock Running
Status: Scheduled
Dec 29 → Dec 31, 2025
2 business days (counted)
Running total: 4 of 7 biz days used
▶ Clock Running
Status: Tech On Site
Dec 31 → Jan 1, 2026
0 business days (counted)
Running total: 4 of 7 biz days used
▶ Clock Running
Status: Reschedule
Jan 1 → Jan 1, 2026
0 business days (counted)
Running total: 4 of 7 biz days used
12d
▶ Clock Running
Status: Completed
Jan 1 → Jan 20, 2026
12 business days (counted)
Running total: 16 of 7 biz days used
▶ Clock Running
Status: Scheduled
Jan 20 → Jan 20, 2026
0 business days (counted)
Running total: 16 of 7 biz days used
6d
▶ Clock Running
Status: Reschedule
Jan 20 → Jan 28, 2026
6 business days (counted)
Running total: 22 of 7 biz days used
▶ Clock Running
Status: Scheduled
Jan 28 → Jan 29, 2026
1 business day (counted)
Running total: 23 of 7 biz days used
▶ Clock Running
Status: Tech On Site
Jan 29 → Jan 30, 2026
1 business day (counted)
Running total: 24 of 7 biz days used
Created: Dec 24, 2025 Completed: Jan 30, 2026
Business Days Used 24 / 7
0 7d budget +17d over
Show SLA Clock Detail (11 periods)
Period Status Clock Biz Days Running Total
Dec 24 → Dec 24 Created ▶ Running 0 0 / 7
Dec 24 → Dec 24 Ready for Scheduling ▶ Running 0 0 / 7
Dec 24 → Dec 29 Assigned ▶ Running 2 2 / 7
Dec 29 → Dec 31 Scheduled ▶ Running 2 4 / 7
Dec 31 → Jan 1 Tech On Site ▶ Running 0 4 / 7
Jan 1 → Jan 1 Reschedule ▶ Running 0 4 / 7
Jan 1 → Jan 20 Completed ▶ Running 12 16 / 7
Jan 20 → Jan 20 Scheduled ▶ Running 0 16 / 7
Jan 20 → Jan 28 Reschedule ▶ Running 6 22 / 7
Jan 28 → Jan 29 Scheduled ▶ Running 1 23 / 7
Jan 29 → Jan 30 Tech On Site ▶ Running 1 24 / 7
Dispatch 0.0d
Coordinators 26.2d
Field Work 2.2d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
26.2 days
Over SLA
Field Work
2.2 days
Over SLA
Billing
0.0 days
Created: Dec 24, 2025 Due: Feb 2, 2026 Completed: Jan 30, 2026 (3 days early)
📅
24.1 days Total Age
⏱️
12.0d in Reschedule Longest Stage
🔄
12 transitions Status Changes
⚠️
20.1d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
2 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits (2 reschedules)
2 on-site visits — follow-up trip required
👤 Self-scheduled by Michael Harris — scheduling delays attributed to technician, not coordinators
Visit 1 Dec 31, 2025
Visit 2 Jan 29, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00554100
L2 review - Healthcare * No quote needed, dispatch form attached
Closed
1) Equipment Model: L500PS Serial #: 140482 2) Equipment Model: S400PN Serial #: 200435 3) Equipment Model: S400PN Serial #: 200437 Service Visit requested to replace parts on 3 EZ Way units: SN 200437 – replace hand control assy and put green cap on right side (Up) toggle switch SN 200435 – put green & black caps on toggle switches (Green/UP, Black/Down), replace rear caster, replace hand control assy, replaced strap on shin pad. SN 140482 -- replace hand control assy and put green cap on right side (Up) toggle switch Please let Heather/EZ Way know date of appt: hmccormick@ezlifts.com If tech runs into any issues, please contact Service Dept (Casey, Caryn or Heather) (800)627-8940 and press ‘3’ for Service (available 7:00 am to 4:30 pm Central Time)
Priority
Standard
Origin
Email
Reason
New Case
Contact
Lori Wolford
Owner
Jessica Sells
Created
Dec 24, 2025
Work Orders from this Case (3)
WO-01328061 Invoiced
Repair • Michael Harris
Created: Dec 24, 2025 • Closed: Dec 31, 2025
WO-01328062 (current) Invoiced
Repair • Michael Harris
Created: Dec 24, 2025 • Closed: Jan 29, 2026
WO-01328063 Invoiced
Repair • Michael Harris
Created: Dec 24, 2025 • Closed: Dec 31, 2025
Completed with significant delays
Invoiced • 70 days old
🚨
Primary Delay 12.0 days stuck in "Reschedule"
⏱️
Total Delay 20.1 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
2.4d / 0.5d SLA
Scheduled
4.8d / 2.0d SLA
Completed
0.6d / 1.0d SLA
Reschedule
18.9d / 2.0d SLA
Tech On Site
1.6d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1/28 MOwens Lori Wolford called back and said she received the additional parts from EZ way. I asked her if we can schedule the visit for Thurs. 1/29. with arrival between 10-11am. She said that will be good for her. She will have the parts ready for the tech when he arrives onsite to complete the repair on the lift.

1/27 MOwens Called to speak to Lori Wolford. Left a vm for her to call back to give update if parts have delivered from EZ Way yet.

1/22/2026 Sramen - updated serviced date timestamp

1/20 MOwens Heather with EZ Way is sending the correct casters for this lift repair.

1/20 MOwens Lori replied back to the email. Sent reply scheduling the return visit for this afternoon between 1-4pm.

1/20 MOwens Called to speak to Lori Wolford. Left a vm for her to call back.

1/16 MOwens Sent email to Lori asking if Mon. 1/19 will work for the return visit. Called to speak to Lori Wolford. Left a vm to schedule the service visit.


1/6/26 RBerry- LM with Lori Wolford to discuss scheduling. 


1/6/26 RBerry- Per teams message from MBateman: No he didnt. He didnt know it was an OEM. I spoke with Heather this morning from EZway. This can be scheduled. The wheel is correct at the site. The tech just needs to remove the metal spacer first. I added that information to the special instructions in the WO.


1/6/26 RBerry- Sent teams message to MBateman stating: WO-01328062- EZ Way repair says that tech stated the wrong rear caster was sent. Do you know if the tech reached out to EZWAY for the correct part to be ordered? 


12/31 MOwens Tech found the wrong rear caster was sent by EZ Way.

12/29 MOwens Lori replied back that she is working until 1pm on 12/31. Replied back scheduling the visit for 12/31.

12/24 MOwens Sent email to Lori requesting confirmation that the EZ Way parts have delivered so the repair visit can be scheduled for the next available opening in the tech's schedule.

🔧 Work Performed
12/31/2025..MH the green cap and black cap were installed. the hand control assembly was installed and tested. the shin pad strap was installed the rear caster is the wrong caster. this unit is a sit to stand and has the metallic wheels not the white wheels 01/29/2026..MH Two rear breaking casters were installed. the unit was functionally tested. all parts are working as intended by the manufacture.
🔍 Technician Findings
SN 200435 – put green & black caps on toggle switches replace hand control assy replaced strap on shin pad replace rear caster
⚠️ Problem Description
1) Equipment Model: L500PS Serial #: 140482 2) Equipment Model: S400PN Serial #: 200435 3) Equipment Model: S400PN Serial #: 200437 Service Visit requested to replace parts on 3 EZ Way units: SN 200437 – replace hand control assy and put green cap on right side (Up) toggle switch SN 200435 – put green & black caps on toggle switches (Green/UP, Black/Down), replace rear caster, replace hand control assy, replaced strap on shin pad. SN 140482 -- replace hand control assy and put green cap on right side (Up) toggle switch Please let Heather/EZ Way know date of appt: hmccormick@ezlifts.com If tech runs into any issues, please contact Service Dept (Casey, Caryn or Heather) (800)627-8940 and press ‘3’ for Service (available 7:00 am to 4:30 pm Central Time)
📄 Description
EZ-Way Smart Stand, Sit to Stand Patient Lift (S400PN, S400PS, S500PN, S500PS)

Timeline

📞
Case Linked Dec 24, 10:15 AM
Case Number: 00554100
Subject: L2 review - Healthcare * No quote needed, dispatch form attached
Status: Closed
📋
Work Order Created Dec 24, 2:52 PM
Work Order: WO-01328062
Type: Repair
Priority: P7
📅
Status: Ready for Scheduling by Jessica Sells Dec 24, 3:13 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 21m
👷
▶
2 Technician Assigned Dec 24, 4:01 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 47m
⏳ 3.0 business days
🗓️
▶
2 Status: Scheduled Dec 29, 1:41 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2025-12-31T15:00:00.000+0000
⏳ 3.0 business days
🔧
Status: Tech On Site by Michael Harris Dec 31, 2:14 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 0h
⏱️
Labor Added Dec 31, 10:35 PM
Type: Labor
Status: Open
Qty: 0.58333333333333
🔄
Status: Reschedule by Michael Harris Dec 31, 10:52 PM
From: Completed, Tech On Site
To: Reschedule, Completed
Duration in Previous: 8h 37m, 0m
🚨 12.1 business days
🗓️
▶
2 Status: Scheduled Jan 20, 10:35 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2026-01-20T17:00:00.000+0000
🔄
Status: Reschedule by Melissa Owens Jan 20, 11:25 AM
From: Scheduled
To: Reschedule
Duration in Previous: 49m
⚠️ 7.0 business days
🗓️
▶
2 Status: Scheduled Jan 28, 10:27 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2026-01-29T15:30:00.000+0000
⏳ 2.0 business days
🔧
Status: Tech On Site by Michael Harris Jan 29, 10:28 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 0h
⏱️
Labor Added Jan 29, 11:32 PM
Type: Labor
Status: Open
Qty: 0.83333333333333
✔️
Status: Completed by Michael Harris Jan 29, 11:39 PM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 13h 11m, 0m
⏳ 3.0 business days
📄
▶
3 Status: Ready to Bill Feb 3, 12:48 PM
Status: Ready to Bill → Status: Invoice Pending → Invoice Created
📨
Status: Invoice Pending by Diane Patton
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 1m, 0m
🧾
Invoice Created
Invoice Number: SM-252907

Bottlenecks

Assigned
Duration: 2.4 business days (threshold: 4.0 business hours)
Exceeded by 1.9 business days
Scheduled
Duration: 2.7 business days (threshold: 2.0 business days)
Exceeded by 5.3 business hours
Reschedule
Duration: 12.0 business days (threshold: 2.0 business days)
Exceeded by 10.0 business days
Reschedule
Duration: 6.9 business days (threshold: 2.0 business days)
Exceeded by 4.9 business days
Tech On Site
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 4.7 business hours
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00554100
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P7
Type
Repair
Branch
Corporate
Technician
Michael Harris
Scheduled
Jan 29, 10:30 AM
Created
Dec 24, 2:52 PM
Invoice #
SM-252907

Work Details (2)

Name Type Status Qty Amount Date
WL-03052131 Labor Open 0.58333333333333 $90.00 Dec 31, 10:35 PM
WL-03084426 Labor Open 0.83333333333333 $120.00 Jan 29, 11:32 PM

Details