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WO-01328252 ↗ ServiceMax

GRAHAM FIELD MEDICAL • Repair • P7

📍 Munson Medical Center — 1105 6th Street, Traverse City MI, 49684

Dec 29, 2025 → Jan 8, 2026

✅ Completed
P7
SLA Clock
7 business days from creation · Target: Jan 8, 2026
✓ SLA Met
Active: 7 biz days
Budget: 7 biz days
🕐 Clock stopped: Tech Off Site (Jan 8, 2026)
SLA Target
▶ Clock Running
Status: Created
Dec 29 → Dec 29, 2025
0 business days (counted)
Running total: 0 of 7 biz days used
▶ Clock Running
Status: Ready for Scheduling
Dec 29 → Dec 29, 2025
0 business days (counted)
Running total: 0 of 7 biz days used
4d
▶ Clock Running
Status: Assigned
Dec 29 → Jan 5, 2026
4 business days (counted)
Running total: 4 of 7 biz days used
▶ Clock Running
Status: Entered
Jan 5 → Jan 5, 2026
0 business days (counted)
Running total: 4 of 7 biz days used
▶ Clock Running
Status: Assigned
Jan 5 → Jan 5, 2026
0 business days (counted)
Running total: 4 of 7 biz days used
3d
▶ Clock Running
Status: Scheduled
Jan 5 → Jan 8, 2026
3 business days (counted)
Running total: 7 of 7 biz days used
▶ Clock Running
Status: Tech On Site
Jan 8 → Jan 8, 2026
0 business days (counted)
Running total: 7 of 7 biz days used
Created: Dec 29, 2025 Tech Off Site: Jan 8, 2026
Business Days Used 7 / 7
0 7d budget
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Dec 29 → Dec 29 Created ▶ Running 0 0 / 7
Dec 29 → Dec 29 Ready for Scheduling ▶ Running 0 0 / 7
Dec 29 → Jan 5 Assigned ▶ Running 4 4 / 7
Jan 5 → Jan 5 Entered ▶ Running 0 4 / 7
Jan 5 → Jan 5 Assigned ▶ Running 0 4 / 7
Jan 5 → Jan 8 Scheduled ▶ Running 3 7 / 7
Jan 8 → Jan 8 Tech On Site ▶ Running 0 7 / 7
Dispatch 0.0d
Coordinators 8.5d
Field Work 0.7d
Billing 0.2d
✓ SLA Met
Dispatch
0.0 days
Coordinators
8.5 days
Over SLA
Field Work
0.7 days
Billing
0.2 days
Created: Dec 29, 2025 Due: Jan 8, 2026 Completed: Jan 8, 2026 (on time)
📅
7.7 days Total Age
⏱️
4.3d in Assigned Longest Stage
🔄
12 transitions Status Changes
⚠️
6.3d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00553923
GRAHAM FIELD MEDICAL (needs quote)
Closed
Q-00031749 We need a quote for 1 stretcher, replace one smart caster (head right) Taking off caster, unplugging it’s cable, and reinstalling new one Munson Medical Center 1105 6th Street Traverse City, MI 49684 Onsite contact Patrick Canning pcanning@mhc.net 231-492-5667 Caster would go to Service technician **** Attach is the service form, once caster ships, tracking will be provided. Also I attached a picture where yellow ribbon is on caster to Identify a smart caster! Other 3 standard caster won’t have yellow ribbon Let Tech know to leave caster with customer (Patrick) so he can return defective caster
Priority
Standard
Origin
Email
Reason
New Case
Contact
Johnny Flores
Owner
Kimberly Hardison
Created
Dec 23, 2025
Work Orders from this Case (1)
WO-01328252 (current) Invoiced
Repair • Jon Kuehl
Created: Dec 29, 2025 • Closed: Jan 8, 2026
Completed with minor delays
Invoiced • 65 days old
🚨
Primary Delay 4.3 days stuck in "Assigned"
⏱️
Total Delay 6.3 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
0.4d / 1.0d SLA
Assigned
4.5d / 0.5d SLA
Scheduled
3.5d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Tech Off Site
0.6d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
3.0d / 1.0d SLA
WO Correction Needed
0.2d
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1/9/2026 NSuarez Service Report is missing Work Time at 1HR Travel Time at 5:45 HR and Miles 309.1-5-26 JK Left message with contact to come in on 1-7-26 to do repair.


1/5/2026 CRamen parts delivered 12/31


Tracking from Graham Field FedEx# 489065943375

🔧 Work Performed
Installed new caster and performed successful functional test.
🔍 Technician Findings
Verified patient right brake was not functioning.
⚠️ Problem Description
Q-00031749 We need a quote for 1 stretcher, replace one smart caster (head right) Taking off caster, unplugging it’s cable, and reinstalling new one Munson Medical Center 1105 6th Street Traverse City, MI 49684 Onsite contact Patrick Canning pcanning@mhc.net 231-492-5667 Caster would go to Service technician **** Attach is the service form, once caster ships, tracking will be provided. Also I attached a picture where yellow ribbon is on caster to Identify a smart caster! Other 3 standard caster won’t have yellow ribbon Let Tech know to leave caster with customer (Patrick) so he can return defective caster
📄 Description
Graham Field Mobile Surgi-Stretcher(series) Powered and Hydraulic (5E8EYEST, 5D8EYEST, 5E8EYXST, 5D8EYXST, 578EYEST, 578EYXST)

Timeline

📞
Case Linked Dec 23, 2:19 PM
Case Number: 00553923
Subject: GRAHAM FIELD MEDICAL (needs quote)
Status: Closed
⏳ 4.0 business days
📋
▶
2 Work Order Created Dec 29, 1:15 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered
To: Ready for Scheduling
Duration in Previous: 2m
👷
▶
2 Status: Assigned Dec 29, 4:47 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Laura Hill
Technician: Jon Kuehl
⏳ 4.9 business days
🆕
▶
2 Status: Entered Jan 5, 12:46 PM
Status: Entered → Technician Assigned
👷
Technician Assigned by Charles Ramen
Technician: Jon Kuehl
🗓️
▶
2 Status: Scheduled Jan 5, 2:56 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jonathan Kuehl
Scheduled For: 2026-01-07T15:00:00.000+0000
📅
Dispatch Scheduled by Jonathan Kuehl Jan 5, 3:04 PM
Scheduled For: 2026-01-08T15:00:00.000+0000
⏳ 4.0 business days
🔧
Status: Tech On Site by Jonathan Kuehl Jan 8, 9:34 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 18h
🚗
Status: Tech Off Site by Jonathan Kuehl Jan 8, 10:20 AM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 45m
✔️
▶
3 Status: Completed Jan 8, 3:01 PM
Status: Completed → 6x Labor Added → Status: Closed
⏱️
6x Labor Added
Type: Labor, Travel
Status: Open
Qty: 2.9166666666667, 0.81666666666667, 2.6666666666667, 0.15, 159, 150
🏁
Status: Closed by Jonathan Kuehl
From: Completed
To: Closed
Duration in Previous: 3m
✏️
Status: WO Correction Needed by Nancy Suarez Jan 9, 1:41 PM
From: Closed
To: WO Correction Needed
Duration in Previous: 22h 36m
🏁
Status: Closed by Jonathan Kuehl Jan 9, 2:55 PM
From: WO Correction Needed
To: Closed
Duration in Previous: 1h 14m
⏳ 2.0 business days
📄
Status: Ready to Bill by Nancy Suarez Jan 12, 1:33 PM
From: Closed, Ready to Bill
To: Ready to Bill, Invoice Pending
Duration in Previous: 2d 22h, 0m
💰
▶
2 Status: Invoiced Jan 12, 1:40 PM
Status: Invoiced → Invoice Created
🧾
Invoice Created
Invoice Number: SM-251004

Bottlenecks

Assigned
Duration: 4.3 business days (threshold: 4.0 business hours)
Exceeded by 3.8 business days
Scheduled
Duration: 3.5 business days (threshold: 2.0 business days)
Exceeded by 1.5 business days
Closed
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 3.9 business hours
Closed
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 4.1 business hours

🔗 Related Artifacts

📞
Case 00553923
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P7
Type
Repair
Branch
Corporate
Technician
Jon Kuehl
Scheduled
Jan 8, 10:00 AM
Created
Dec 29, 1:15 PM
Invoice #
SM-251004

Work Details (6)

Name Type Status Qty Amount Date
WL-03057849 Labor Open 2.9166666666667 $195.00 Jan 8, 3:04 PM
WL-03057850 Labor Open 0.81666666666667 $110.00 Jan 8, 3:04 PM
WL-03057851 Labor Open 2.6666666666667 $178.75 Jan 8, 3:04 PM
WL-03057852 Labor Open 0.15 $0.00 Jan 8, 3:04 PM
WL-03057853 Travel Open 159 $0.00 Jan 8, 3:04 PM
WL-03057854 Travel Open 150 $0.00 Jan 8, 3:04 PM

Details