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WO-01337912 ↗ ServiceMax

Betz, Rossi, Bellinger & Stewart (BRBS) Funeral Homes • Evaluation • P7

📍 Betz, Rossi, Bellinger & Stewart (BRBS) Funeral Homes — 171 Guy Park Ave, Amsterdam NY, 12010-3215

Jan 14, 2026 → Jan 23, 2026

✅ Completed
P7
SLA Clock
7 business days from creation · Target: Jan 26, 2026
✓ SLA Met (1 biz days early)
Active: 6 biz days
Budget: 7 biz days
🕐 Clock stopped: Completed (Jan 23, 2026)
SLA Target
▶ Clock Running
Status: Created
Jan 14 → Jan 14, 2026
0 business days (counted)
Running total: 0 of 7 biz days used
1d
▶ Clock Running
Status: Ready for Scheduling
Jan 14 → Jan 15, 2026
1 business day (counted)
Running total: 1 of 7 biz days used
▶ Clock Running
Status: Assigned
Jan 15 → Jan 15, 2026
0 business days (counted)
Running total: 1 of 7 biz days used
2d
▶ Clock Running
Status: Scheduled
Jan 15 → Jan 20, 2026
2 business days (counted)
Running total: 3 of 7 biz days used
▶ Clock Running
Status: Completed
Jan 20 → Jan 20, 2026
0 business days (counted)
Running total: 3 of 7 biz days used
1d
▶ Clock Running
Status: Closed
Jan 20 → Jan 21, 2026
1 business day (counted)
Running total: 4 of 7 biz days used
▶ Clock Running
Status: Reschedule
Jan 21 → Jan 21, 2026
0 business days (counted)
Running total: 4 of 7 biz days used
▶ Clock Running
Status: Assigned
Jan 21 → Jan 21, 2026
0 business days (counted)
Running total: 4 of 7 biz days used
2d
▶ Clock Running
Status: Scheduled
Jan 21 → Jan 23, 2026
2 business days (counted)
Running total: 6 of 7 biz days used
Created: Jan 14, 2026 Completed: Jan 23, 2026
Business Days Used 6 / 7
0 7d budget
Show SLA Clock Detail (9 periods)
Period Status Clock Biz Days Running Total
Jan 14 → Jan 14 Created ▶ Running 0 0 / 7
Jan 14 → Jan 15 Ready for Scheduling ▶ Running 1 1 / 7
Jan 15 → Jan 15 Assigned ▶ Running 0 1 / 7
Jan 15 → Jan 20 Scheduled ▶ Running 2 3 / 7
Jan 20 → Jan 20 Completed ▶ Running 0 3 / 7
Jan 20 → Jan 21 Closed ▶ Running 1 4 / 7
Jan 21 → Jan 21 Reschedule ▶ Running 0 4 / 7
Jan 21 → Jan 21 Assigned ▶ Running 0 4 / 7
Jan 21 → Jan 23 Scheduled ▶ Running 2 6 / 7
Dispatch 0.0d
Coordinators 6.9d
Field Work 0.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
6.9 days
Over SLA
Field Work
0.0 days
Created: Jan 14, 2026 Due: Jan 23, 2026 Completed: Jan 23, 2026 (on time)
📅
6.5 days Total Age
⏱️
2.4d in Scheduled Longest Stage
🔄
10 transitions Status Changes
⚠️
2.1d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
11 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits (1 reschedule)
2 on-site visits — follow-up trip required
👤 Self-scheduled by Shawn Rogers — scheduling delays attributed to technician, not coordinators
Visit 1 Jan 20, 2026
Visit 2 Jan 23, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00558563
not in EBT 1/14
Closed
Q-00032019 Ferno 24H SN 23N-492996 The front legs of the cot will no lock into place on one side. Once you get any weight on it at all, they just close down. It almost appears to that is the front wheels on the left side of the stretcher that will just not "click" into place.” “One side of the cot will not hold pressure; it will just clasps. Not sure why, it is odd, nothing looks broken or out of place” They have provided the serial number 23N-492996 and photos.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Matthew Sousa
Owner
Jessica Sells
Created
Jan 13, 2026
Work Orders from this Case (1)
WO-01337912 (current) Invoiced
Evaluation • Shawn Rogers
Created: Jan 14, 2026 • Closed: Jan 23, 2026
Completed with minor delays
Invoiced • 49 days old
🚨
Primary Delay 2.4 days stuck in "Scheduled"
⏱️
Total Delay 2.1 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
1.5d / 1.0d SLA
Assigned
0.5d / 0.5d SLA
Scheduled
4.8d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.8d / 1.0d SLA
Reschedule
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1/21 SRogers: Updated to reschedule for a return visit with Sup SR. PLEASE MARK BOTH VISITS AND LABOR FOR THIS WORK ORDER AS NON-BILLABLE.

1/15 KSmith -- Scheduled for 1/20 with Matt. 10am-12pm

1/15 KSmith -- Sent email to schedule for 1/20

🔧 Work Performed
**Wiped off all the lithium grease on the cot and all living parts and relubricated the cot. **Cycle tested with weight and cot would still do what client complained about. **Noticed bolts that hold the U frame legs on legs that were getting stuck was also covered in lithium grease. They were very tight. Backed off the but very slightly. Relubricated and cycle tested with weight and cot was operating as it should. **I loaded and unloaded cot with weight into the back of their Chrysler Pacifica more then 10x 1/23 SRogers: Performed a full evaluation of the stretcher, verified it's proper operation and spent some time completing an in-service with the customer. Additionally, to ensure confidence in our service, I demonstrated the proper use of the stretcher (with the current vehicle it is used in) with and without weight.
🔍 Technician Findings
Unit OOS **Cot was covered in white lithium grease on the moving parts and guide rail.
⚠️ Problem Description
Q-00032019 Ferno 24H SN 23N-492996 https://www.ebiotrack.com/workorder.php?wo=70919 The front legs of the cot will no lock into place on one side. Once you get any weight on it at all, they just close down. It almost appears to that is the front wheels on the left side of the stretcher that will just not "click" into place.” “One side of the cot will not hold pressure; it will just clasps. Not sure why, it is odd, nothing looks broken or out of place” They have provided the serial number 23N-492996 and photos.
📄 Description
Ferno 24-H Multi-Level, One Man® Mortuary Cot

Timeline

📞
Case Linked Jan 13, 12:40 PM
Case Number: 00558563
Subject: not in EBT 1/14
Status: Closed
⏳ 2.0 business days
📋
▶
2 Work Order Created Jan 14, 3:00 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 Technician Assigned Jan 15, 11:40 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 20h 40m
🗓️
▶
2 Status: Scheduled Jan 15, 3:37 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-01-20T16:00:00.000+0000
⏳ 3.0 business days
⏱️
▶
2 6x Labor Added Jan 20, 3:46 PM
6x Labor Added → Status: Completed
✔️
Status: Completed by Luis Torres
From: Scheduled
To: Completed
Duration in Previous: 5d 0h
🏁
Status: Closed by Luis Torres Jan 20, 3:55 PM
From: Completed
To: Closed
Duration in Previous: 5m
🔄
Status: Reschedule by Shawn Rogers Jan 21, 3:16 PM
From: Closed
To: Reschedule
Duration in Previous: 23h 20m
👷
▶
2 Status: Assigned Jan 21, 3:29 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Stephanie Ramen
Technician: Shawn Rogers
🗓️
▶
2 Status: Scheduled Jan 21, 3:42 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Shawn Rogers
Scheduled For: 2026-01-23T16:00:00.000+0000
⏳ 3.0 business days
⏱️
▶
2 5x Labor Added Jan 23, 3:58 PM
5x Labor Added → Status: Completed
✔️
Status: Completed by Shawn Rogers
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 2d 0h, 0m
⏳ 2.0 business days
📄
▶
2 Status: Ready to Bill Jan 26, 9:56 AM
Status: Ready to Bill → Invoice Created
🧾
Invoice Created
Invoice Number: SM-252180

Bottlenecks

Ready for Scheduling
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 4.0 business hours
Scheduled
Duration: 2.4 business days (threshold: 2.0 business days)
Exceeded by 3.4 business hours
Closed
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.1 business hours
Scheduled
Duration: 2.4 business days (threshold: 2.0 business days)
Exceeded by 3.3 business hours
Closed
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.0 business hours

🔗 Related Artifacts

📞
Case 00558563
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P7
Type
Evaluation
Branch
N/A
Technician
Shawn Rogers
Scheduled
Jan 23, 11:00 AM
Created
Jan 14, 3:00 PM
Invoice #
SM-252180

Work Details (11)

Name Type Status Qty Amount Date
WL-03072077 Labor Open 4 $0.00 Jan 20, 3:46 PM
WL-03072078 Labor Open 4 $0.00 Jan 20, 3:46 PM
WL-03072079 Labor Open 0.5 $0.00 Jan 20, 3:46 PM
WL-03072080 Travel Open 170 $0.00 Jan 20, 3:46 PM
WL-03072081 Travel Open 170 $0.00 Jan 20, 3:46 PM
WL-03072082 Labor Open 1.5 $0.00 Jan 20, 3:46 PM
WL-03077029 Labor Open 2.25 $0.00 Jan 23, 3:58 PM
WL-03077030 Labor Open 1 $0.00 Jan 23, 3:58 PM
WL-03077031 Labor Open 2.25 $0.00 Jan 23, 3:58 PM
WL-03077032 Travel Open 124 $0.00 Jan 23, 3:58 PM
WL-03077033 Travel Open 124 $0.00 Jan 23, 3:58 PM

Details