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WO-01328063 ↗ ServiceMax

EZ WAY • Repair • P7

📍 Edenwald — 800 Southerly Rd, Towson MD, 21286

Dec 24, 2025 → Dec 31, 2025

✅ Completed
P7
SLA Clock
7 business days from creation · Target: Jan 6, 2026
✓ SLA Met (3 biz days early)
Active: 4 biz days
Budget: 7 biz days
🕐 Clock stopped: Completed (Jan 1, 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
2d
▶ 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
Created: Dec 24, 2025 Completed: Jan 1, 2026
Business Days Used 4 / 7
0 7d budget
Show SLA Clock Detail (5 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
Dispatch 0.0d
Coordinators 5.1d
Field Work 0.6d
Billing 2.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
5.1 days
Over SLA
Field Work
0.6 days
Billing
2.0 days
Over SLA
Created: Dec 24, 2025 Due: Jan 6, 2026 Completed: Jan 1, 2026 (5 days early)
📅
4.5 days Total Age
⏱️
2.7d in Scheduled Longest Stage
🔄
9 transitions Status Changes
⚠️
4.5d 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 #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 Invoiced
Repair • Michael Harris
Created: Dec 24, 2025 • Closed: Jan 29, 2026
WO-01328063 (current) Invoiced
Repair • Michael Harris
Created: Dec 24, 2025 • Closed: Dec 31, 2025
Completed with minor delays
Invoiced • 70 days old
🚨
Primary Delay 2.7 days stuck in "Scheduled"
⏱️
Total Delay 4.5 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
2.7d / 2.0d SLA
Tech On Site
0.6d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
2.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

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
the hand control assembly was installed and tested. the green cap was installed. the unit was function tested and returned to service in good working condition.
🔍 Technician Findings
SN 140482 -- replace hand control assy. put green cap on right side (Up) toggle switch
⚠️ 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-01328063
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, 4:02 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 48m
⏳ 3.0 business days
🗓️
▶
2 Status: Scheduled Dec 29, 1:44 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
⏱️
▶
2 Labor Added Dec 31, 10:35 PM
Labor Added → Status: Completed
✔️
Status: Completed by Michael Harris
From: Tech On Site
To: Completed
Duration in Previous: 8h 25m
🏁
Status: Closed by Michael Harris Dec 31, 10:49 PM
From: Completed
To: Closed
Duration in Previous: 9m
⏳ 2.1 business days
📄
Status: Ready to Bill by Diane Patton Jan 5, 10:56 AM
From: Closed
To: Ready to Bill
Duration in Previous: 4d 12h
⏳ 2.0 business days
📨
▶
3 Status: Invoice Pending Jan 6, 2:53 PM
Status: Invoice Pending → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🧾
Invoice Created
Invoice Number: SM-250603

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
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00554100
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P7
Type
Repair
Branch
Corporate
Technician
Michael Harris
Scheduled
Dec 31, 10:00 AM
Created
Dec 24, 2:52 PM
Invoice #
SM-250603

Work Details (1)

Name Type Status Qty Amount Date
WL-03052130 Labor Open 0.5 $60.00 Dec 31, 10:35 PM

Details