Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01338496 ↗ ServiceMax

LANSING FIRE DEPARTMENT • Preventive Maintenance • PSM

📍 Lansing Fire Department - Chicago Ave. — 18249 Chicago Ave, Lansing IL, 60438

Jan 19, 2026 → Feb 11, 2026

✅ Completed
PSM
SLA Clock
Last business day of January 2026 · Target: Jan 30, 2026
✗ SLA Missed (9 biz days late)
Active: 19 biz days
🕐 Clock stopped: Tech Off Site (Feb 13, 2026)
▶ Clock Running
Status: Created
Jan 19 → Jan 19, 2026
0 business days (counted)
Running total: 0 of ? biz days used
6d
▶ Clock Running
Status: Ready for Scheduling
Jan 19 → Jan 27, 2026
6 business days (counted)
Running total: 6 of ? biz days used
▶ Clock Running
Status: Assigned
Jan 27 → Jan 28, 2026
1 business day (counted)
Running total: 7 of ? biz days used
3d
▶ Clock Running
Status: Tech Off Site
Jan 28 → Feb 2, 2026
3 business days (counted)
Running total: 10 of ? biz days used
8d
▶ Clock Running
Status: Scheduled
Feb 2 → Feb 12, 2026
8 business days (counted)
Running total: 18 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 12 → Feb 13, 2026
1 business day (counted)
Running total: 19 of ? biz days used
Created: Jan 19, 2026 Tech Off Site: Feb 13, 2026
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Jan 19 → Jan 19 Created ▶ Running 0 0
Jan 19 → Jan 27 Ready for Scheduling ▶ Running 6 6
Jan 27 → Jan 28 Assigned ▶ Running 1 7
Jan 28 → Feb 2 Tech Off Site ▶ Running 3 10
Feb 2 → Feb 12 Scheduled ▶ Running 8 18
Feb 12 → Feb 13 Tech On Site ▶ Running 1 19
Coordinators 16.2d
Field Work 6.0d
✗ SLA Missed
Coordinators
16.2 days
Over SLA
Field Work
6.0 days
Over SLA
Created: Jan 19, 2026 Due: Feb 27, 2026 Completed: Feb 12, 2026 (15 days early)
📅
17.6 days Total Age
⏱️
9.0d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
15.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
38 lines Work Details
🚩
4 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
4 On-Site Visits
4 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Michah Brackett — scheduling delays attributed to technician, not coordinators
Visit 1 Feb 9, 2026
Visit 2 Feb 11, 2026
Visit 3 Feb 12, 2026
Visit 4 Feb 13, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00560280
eBiotrack - New Inspection Created
Closed
Inspection: Annual Equipment PM 12 pcs https://www.ebiotrack.com/inspection.php?iid=32545
Priority
Standard
Origin
Email
Reason
New Case
Contact
Randall E Wright
Owner
Jessica Sells
Created
Jan 19, 2026
Work Orders from this Case (1)
WO-01338496 (current) Invoiced
Preventive Maintenance • Michah Brackett
Created: Jan 19, 2026 • Closed: Feb 11, 2026
Completed with significant delays
Invoiced • 44 days old
🚨
Primary Delay 9.0 days stuck in "Scheduled"
⏱️
Total Delay 15.0 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
6.0d / 1.0d SLA
Assigned
1.2d / 0.5d SLA
Tech Off Site
5.0d / 2.0d SLA
Scheduled
9.0d / 2.0d SLA
Tech On Site
1.0d / 1.0d SLA
Closed
1.3d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/12/26 NatoshaB - emailed the following to tech, ASH, SUP & FOM for their awareness: Customer has an active repair case: 00567261. The issue involves a 6252 Stair‑PRO with a grey track broken on the stair chair from truck 29

2/3/26 - Please chatter Natosha B. when/if this WO is reassigned. Another account in the area to PM and want to schedule around this service. TY!

(Richton Park Fire)


2-2 Mburris email from POC to set for 2-12 Randall

2-2 Mburris email sent to account manager about some contract info POC needs and also emailed about date to have tech traveling to site

2-2 Mburris email sent to POC to set for West tech 2-12

somehow tech put on site then tech supervisor sent teams to put back in scheduled. Then noticed tech isn't in IL until next week. Was never gave any heads up or WO#s for any of this nothing was communicated


1/27/2026 CRamen per LYoder in Scheduling chat to assign to Michah Bracket


1/19/26 NatoshaB: Randall advised via email: Ideally, we are hoping to schedule this for the first week of February, starting Monday, February 2nd, if you have availability. Since this will be my first time going through the Stryker maintenance process, I wanted to ask for your guidance as well. Most of our Stryker equipment is currently assigned to frontline apparatus, so I want to ensure we plan appropriately. Is it typical for all equipment to be made available at once, or is the service usually split over multiple days to allow units to remain in service?

🔧 Work Performed
Stryker Medical - 6252 Stair-Pro Serial #: 171040823 - Asset ID: a0C5A00000rt0TGUAY Stryker Medical - 6252 Stair-Pro Serial #: 180839938 - Asset ID: a0C5A00000rt0UhUAI Stryker Medical - 6390 Power-LOAD Serial #: 180140162 - Asset ID: a0C5A00000rt1PeUAI Stryker Medical - 6506 PowerPro Serial #: 160541576 - Asset ID: a0C5A00000rt2uJUAQ Stryker Medical - 6252 Stair-Pro Serial #: 180839939 - Asset ID: a0C5A00000srvtxUAA Stryker Medical - 6252 Stair-Pro Serial #: 040939800 - Asset ID: a0C6e00000tFFveEAG Stryker Medical - 6506 PowerPro Serial #: 2201003500406 - Asset ID: a0C6e00000vVhkjEAC Stryker Medical - 6390 Power-LOAD Serial #: 2106012700029 - Asset ID: a0C8Y00000oCKHoUAO Stryker Medical - 6506 PowerPro Serial #: 170840899 - Asset ID: a0CVU00000XBkrR2AT Stryker Medical - 6252 Stair-Pro Serial #: 2305010000379 - Asset ID: a0CVU00000XCwcQ2AT
⚠️ Problem Description
Inspection: Annual Equipment PM 12 pcs https://www.ebiotrack.com/inspection.php?iid=32545

Timeline

📞
Case Linked Jan 19, 3:49 PM
Case Number: 00560280
Subject: eBiotrack - New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Jan 19, 4:01 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
⚠️ 6.0 business days
👷
▶
2 Status: Assigned Jan 27, 12:26 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Charles Ramen
Technician: a0h8Y00000HO6BiQAL, Michah Brackett
🚗
Status: Tech Off Site by Michah Brackett Jan 27, 9:58 PM
From: Assigned
To: Tech Off Site
Duration in Previous: 9h 32m
⏳ 4.3 business days
🗓️
▶
2 Status: Scheduled Feb 2, 10:36 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-02-02T16:30:00.000+0000
⏳ 2.0 business days
📅
Dispatch Scheduled by Michael Burris Feb 3, 3:02 PM
Scheduled For: 2026-02-12T16:30:00.000+0000
⏳ 3.0 business days
💵
3x Expenses Added Feb 5, 5:06 PM
Type: Expenses
Status: Open
Qty: 1
⏳ 3.9 business days
⏱️
4x Labor Added Feb 10, 12:58 PM
Type: Labor, Travel, Expenses
Status: Open
Qty: 1.5, 8, 70
💵
Expenses Added Feb 10, 1:14 PM
Type: Expenses
Status: Open
Qty: 1
⏳ 2.0 business days
💵
2x Expenses Added Feb 11, 3:01 PM
Type: Expenses
Status: Open
Qty: 1
⏱️
2x Labor Added Feb 11, 10:43 PM
Type: Labor, Travel
Status: Open
Qty: 4.5, 170
🔧
Status: Tech On Site by Michah Brackett Feb 12, 7:53 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 9d 21h
⏱️
5x Labor Added Feb 12, 4:00 PM
Type: Labor, Travel, Expenses
Status: Open
Qty: 0.5, 1
🚗
Status: Tech Off Site by Michah Brackett Feb 12, 7:09 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 11h 15m
⏱️
10x Labor Added Feb 13, 4:24 PM
Type: Labor, Travel, Expenses
Status: Open
Qty: 2.5, 0.5, 6.5, 1.5, 125, 70
💵
Expenses Added Feb 13, 4:39 PM
Type: Expenses
Status: Open
Qty: 1
⏱️
▶
2 10x Labor Added Feb 13, 4:52 PM
10x Labor Added → Status: Closed
🏁
Status: Closed by Ben Saur
From: Tech Off Site
To: Closed
Duration in Previous: 21h 44m
⏳ 1.9 business days
📄
Status: Ready to Bill by Diane Patton Feb 17, 6:24 PM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 4d 1h, 0m
🚨 10.7 business days
🧾
Invoice Created Mar 3, 1:43 PM
Invoice Number: SM-254212

Bottlenecks

Ready for Scheduling
Duration: 6.0 business days (threshold: 1.0 business days)
Exceeded by 5.0 business days
Assigned
Duration: 1.2 business days (threshold: 4.0 business hours)
Exceeded by 5.5 business hours
Tech Off Site
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Scheduled
Duration: 9.0 business days (threshold: 2.0 business days)
Exceeded by 7.0 business days
Tech On Site
Duration: 1.0 business days (threshold: 1.0 business days)
Exceeded by 0.2 business hours
Closed
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.1 business hours

🔗 Related Artifacts

📞
Case 00560280
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Preventive Maintenance
Branch
ERLA - PROD
Technician
Michah Brackett
Scheduled
Feb 12, 11:30 AM
Created
Jan 19, 4:01 PM
Invoice #
SM-254212

Work Details (38)

Name Type Status Qty Amount Date
WL-03093871 Expenses Open 1 $0.00 Feb 5, 5:06 PM
WL-03093872 Expenses Open 1 $0.00 Feb 5, 5:06 PM
WL-03093873 Expenses Open 1 $0.00 Feb 5, 5:06 PM
WL-03099171 Labor Open 1.5 $0.00 Feb 10, 12:58 PM
WL-03099172 Labor Open 8 $0.00 Feb 10, 12:58 PM
WL-03099173 Travel Open 70 $0.00 Feb 10, 12:58 PM
WL-03099175 Expenses Open 1 $0.00 Feb 10, 12:58 PM
WL-03099197 Expenses Open 1 $0.00 Feb 10, 1:14 PM
WL-03101381 Expenses Open 1 $0.00 Feb 11, 3:01 PM
WL-03101382 Expenses Open 1 $0.00 Feb 11, 3:01 PM
WL-03102369 Labor Open 4.5 $0.00 Feb 11, 10:43 PM
WL-03102370 Travel Open 170 $0.00 Feb 11, 10:43 PM
WL-03103331 Labor Open 0.5 $0.00 Feb 12, 4:00 PM
WL-03103332 Travel Open 5 $0.00 Feb 12, 4:00 PM
WL-03103333 Expenses Open 1 $0.00 Feb 12, 4:00 PM
WL-03103334 Expenses Open 1 $0.00 Feb 12, 4:00 PM
WL-03103335 Expenses Open 1 $0.00 Feb 12, 4:00 PM
WL-03105501 Labor Open 2.5 $0.00 Feb 13, 4:24 PM
WL-03105502 Labor Open 0.5 $0.00 Feb 13, 4:24 PM
WL-03105503 Labor Open 6.5 $0.00 Feb 13, 4:24 PM
WL-03105504 Labor Open 1.5 $0.00 Feb 13, 4:24 PM
WL-03105505 Travel Open 125 $0.00 Feb 13, 4:24 PM
WL-03105506 Travel Open 5 $0.00 Feb 13, 4:24 PM
WL-03105507 Travel Open 70 $0.00 Feb 13, 4:24 PM
WL-03105508 Expenses Open 1 $0.00 Feb 13, 4:24 PM
WL-03105509 Expenses Open 1 $0.00 Feb 13, 4:24 PM
WL-03105510 Expenses Open 1 $0.00 Feb 13, 4:24 PM
WL-03105550 Expenses Open 1 $0.00 Feb 13, 4:39 PM
WL-03105580 Labor Open 1 $0.00 Feb 13, 4:52 PM
WL-03105581 Labor Open 1 $0.00 Feb 13, 4:52 PM
WL-03105582 Labor Open 1 $0.00 Feb 13, 4:52 PM
WL-03105583 Labor Open 1.0002777777778 $0.00 Feb 13, 4:52 PM
WL-03105584 Labor Open 1 $0.00 Feb 13, 4:52 PM
WL-03105585 Labor Open 0.5 $0.00 Feb 13, 4:52 PM
WL-03105586 Labor Open 0.5 $0.00 Feb 13, 4:52 PM
WL-03105587 Labor Open 0.5 $0.00 Feb 13, 4:52 PM
WL-03105588 Labor Open 0.5 $0.00 Feb 13, 4:52 PM
WL-03105589 Labor Open 0.5 $0.00 Feb 13, 4:52 PM

Details