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Detailed work order timeline, KPIs, and analysis

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WO-01328635 ↗ ServiceMax

PROFESSIONAL AMBULANCE OF RHODE ISLAND • Parts Sale • PSM

📍 Professional Ambulance Of Rhode Island — 26 Turner Street, Providence RI, 02908

Dec 31, 2025 → Jan 7, 2026

✅ Completed
PSM
SLA Clock
Last business day of December 2025 · Target: Dec 31, 2025
✗ SLA Missed (3 biz days late)
Active: 4 biz days
🕐 Clock stopped: Completed (Jan 7, 2026)
▶ Clock Running
Status: Created
Dec 31 → Dec 31, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Dec 31 → Dec 31, 2025
0 business days (counted)
Running total: 0 of ? biz days used
2d
▶ Clock Running
Status: Ready for Scheduling
Dec 31 → Jan 5, 2026
2 business days (counted)
Running total: 2 of ? biz days used
▶ Clock Running
Status: Assigned
Jan 5 → Jan 5, 2026
0 business days (counted)
Running total: 2 of ? biz days used
2d
▶ Clock Running
Status: Scheduled
Jan 5 → Jan 7, 2026
2 business days (counted)
Running total: 4 of ? biz days used
▶ Clock Running
Status: Tech On Site
Jan 7 → Jan 7, 2026
0 business days (counted)
Running total: 4 of ? biz days used
Created: Dec 31, 2025 Completed: Jan 7, 2026
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Dec 31 → Dec 31 Created ▶ Running 0 0
Dec 31 → Dec 31 Assigned ▶ Running 0 0
Dec 31 → Jan 5 Ready for Scheduling ▶ Running 2 2
Jan 5 → Jan 5 Assigned ▶ Running 0 2
Jan 5 → Jan 7 Scheduled ▶ Running 2 4
Jan 7 → Jan 7 Tech On Site ▶ Running 0 4
Dispatch 0.0d
Coordinators 5.3d
Field Work 0.0d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
5.3 days
Over SLA
Field Work
0.0 days
Billing
0.0 days
Created: Dec 31, 2025 Due: Jan 30, 2026 Completed: Jan 7, 2026 (23 days early)
📅
4.3 days Total Age
⏱️
3.0d in Scheduled Longest Stage
🔄
6 transitions Status Changes
⚠️
3.0d 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 #00555274
L2 review - HCP
Closed
Q-00031800 Can you please send Matt a quote for: (4) 6392-001-021S foot end cover I have them in stock and he wants them. I will drop them off to him. -Paul Bonang Jr.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Matt Pelino
Owner
Jessica Sells
Created
Dec 31, 2025
Work Orders from this Case (1)
WO-01328635 (current) Invoiced
Parts Sale • Paul Bonang Jr
Created: Dec 31, 2025 • Closed: Jan 7, 2026
Completed with minor delays
Invoiced • 63 days old
🚨
Primary Delay 3.0 days stuck in "Scheduled"
⏱️
Total Delay 3.0 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
2.3d / 1.0d SLA
Scheduled
3.0d / 2.0d SLA
Tech On Site
0.0d / 1.0d SLA
Closed
1.7d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
1/5 KSmith -- FSE is dropping off parts
🔧 Work Performed
My son works there and brought them in to Matt
🔍 Technician Findings
Covers requested
⚠️ Problem Description
Q-00031800 Can you please send Matt a quote for: (4) 6392-001-021S foot end cover I have them in stock and he wants them. I will drop them off to him. -Paul Bonang Jr.

Timeline

📞
Case Linked Dec 31, 9:37 AM
Case Number: 00555274
Subject: L2 review - HCP
Status: Closed
📋
▶
4 Work Order Created Dec 31, 4:52 PM
Work Order Created → Status: Assigned → Technician Assigned → Technician Assigned
👷
Status: Assigned by Jessica Sells
From: Entered, Assigned
To: Assigned, Ready for Scheduling
Duration in Previous: 0m
👷
Technician Assigned by Jessica Sells
Technician: a0hVU000000iHDFYA2, Customer Part Sale
👷
Technician Assigned by Jessica Sells
Technician: Customer Part Sale
⏳ 2.9 business days
👷
▶
3 Technician Assigned Jan 5, 7:47 AM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 4d 14h, 0m
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-01-07T16:00:00.000+0000
⏳ 2.0 business days
📅
Dispatch Scheduled by Kourtney Smith Jan 6, 12:15 PM
Scheduled For: 2026-01-07T15:30:00.000+0000
⏳ 2.0 business days
🔧
▶
3 Status: Tech On Site Jan 7, 1:11 PM
Status: Tech On Site → Parts Added → Status: Completed
🔩
Parts Added
Type: Parts
Status: Open
Qty: 4
✔️
Status: Completed by Paul Bonang
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 2m, 0m
⏳ 2.0 business days
📄
▶
3 Status: Ready to Bill Jan 8, 1:59 PM
Status: Ready to Bill → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
🧾
Invoice Created
Invoice Number: SM-250822

Bottlenecks

Ready for Scheduling
Duration: 2.3 business days (threshold: 1.0 business days)
Exceeded by 1.3 business days
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Closed
Duration: 1.7 business days (threshold: 1.0 business days)
Exceeded by 5.8 business hours

🔗 Related Artifacts

📞
Case 00555274
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Parts Sale
Branch
ERLA - PROD
Technician
Paul Bonang Jr
Scheduled
Jan 7, 10:30 AM
Created
Dec 31, 4:52 PM
Invoice #
SM-250822

Work Details (1)

Name Type Status Qty Amount Date
WL-03056281 Parts Open 4 $345.60 Jan 7, 1:13 PM

Details