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WO-01284645 ↗ ServiceMax

FERNO • Evaluation • P7

📍 CaliCare Med Trans Inc. — 24907 Sunnymead Blvd Suite.E, Moreno Valley CA, 92553

Jun 27, 2025 → Oct 2, 2025

✅ Completed
P7
SLA Clock
7 business days from creation · Target: Jul 9, 2025
✓ SLA Met (3 biz days early)
Active: 4 biz days
Budget: 7 biz days
🕐 Clock stopped: Completed (Jul 4, 2025)
SLA Target
▶ Clock Running
Status: Created
Jun 27 → Jun 27, 2025
0 business days (counted)
Running total: 0 of 7 biz days used
2d
▶ Clock Running
Status: Ready for Scheduling
Jun 27 → Jul 1, 2025
2 business days (counted)
Running total: 2 of 7 biz days used
▶ Clock Running
Status: Assigned
Jul 1 → Jul 1, 2025
0 business days (counted)
Running total: 2 of 7 biz days used
2d
▶ Clock Running
Status: Scheduled
Jul 1 → Jul 4, 2025
2 business days (counted)
Running total: 4 of 7 biz days used
Created: Jun 27, 2025 Completed: Jul 4, 2025
Business Days Used 4 / 7
0 7d budget
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Jun 27 → Jun 27 Created ▶ Running 0 0 / 7
Jun 27 → Jul 1 Ready for Scheduling ▶ Running 2 2 / 7
Jul 1 → Jul 1 Assigned ▶ Running 0 2 / 7
Jul 1 → Jul 4 Scheduled ▶ Running 2 4 / 7
Dispatch 0.0d
Coordinators 3.7d
Field Work 2.5d
Billing 68.2d
✓ SLA Met
Dispatch
0.0 days
Coordinators
3.7 days
Over SLA
Field Work
2.5 days
Over SLA
Billing
68.2 days
Over SLA
Created: Jun 27, 2025 Due: Jul 9, 2025 Completed: Oct 2, 2025 (84 days late)
📅
68.0 days Total Age
⏱️
62.2d in Invoiced Longest Stage
🔄
11 transitions Status Changes
⚠️
8.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00504624
L2 Review EMS- called customer and advised they call Ferno 6/26
Closed
Q-00028755 **Customer would like a call ASAP to schedule this service. I’m reaching out to request urgent repair service for one of our Ferno FLEXXX Stretchers that is currently out of service and posing a significant operational and liability risk. * Model: Ferno FLEXXX * Serial Number: 08700678 Detailed Issue Description: The stretcher appears to function correctly in some respects — it powers on, the circuit is responsive, and it can be manually lowered. However, the main issue involves the center (male) port and/or front power switch. When powered on, the green light on the front switch flashes rapidly, preventing us from using the powered raise/lower functions. We’ve verified the circuit is active because if the stretcher is manually dropped and then powered on, it springs back up automatically, showing that lift capability is still present — but inconsistent. Troubleshooting Attempts: We have thoroughly attempted all standard troubleshooting procedures, including: * System reset * Power cycling * Full disassembly and reconfiguration of base placements * Inspection for visible wiring or mechanical faults Despite all efforts, the issue persists. Urgency – Safety & Liability Risk: This failure occurred during transport of a bariatric patient (within the 700 lb weight rating), which forced our team to perform an improvised and technically non-compliant transfer. Due to the weight and center of gravity involved, a manual release was not a safe option and could have resulted in injury, equipment damage, or legal consequences. For the safety of our patients and staff, we are requesting immediate inspection and repair. If possible, please advise on technician availability or a service center referral within Southern California.
Priority
Critical
Origin
Email
Reason
New Case
Contact
Mo (Mohamed) Abdel-Hadi
Owner
Jessica Sells
Created
Jun 24, 2025
Work Orders from this Case (1)
WO-01284645 (current) Invoiced
Evaluation • Rene Yescas
Created: Jun 27, 2025 • Closed: Oct 2, 2025
Completed with minor delays
Invoiced • 250 days old
🚨
Primary Delay 62.2 days stuck in "Invoiced"
⏱️
Total Delay 8.6 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
3.0d / 1.0d SLA
Assigned
0.7d / 0.5d SLA
Completed
2.5d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
6.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA
Invoiced
62.2d
Billing Correction Needed
0.0d

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10/2 NB - WO was flagged on dispatch dashboard as having an account/location mismatch. Added calicare as a location under ferno account and updated location on WO.

10/02/2025 Jsackett - Deleted SM-233771, returned to billing correction for update (bill to Ferno) and rebill

9/4/25 DPatton - Lauren to submit credit & rebill to Ferno

9/4/25 DPatton - Per Chatter; this should have been billed to FERNO.


7-1 Mburris email from POC to set ........Hi Michael,

Yes, that date and time work perfectly for me. I’ll be expecting you around 8 a.m. on the 3rd of this month. Thank you!  

Mohamed J. Abdel-Hadi

CEO | Operations Manager | CaliCare Med Trans

📱 Office: (877) 218-9770 | Cell: (951) 729-9238

📧 Email: calicareccmt@gmail.com

Providing Safe, Reliable, and Compassionate Transportation Services

📍 24907 Sunnymead Blvd Suite.E Moreno Valley CA 92553

7-1 Mburris called site phone just rang will send email looking for 7-3 8am

7-1 Mburris called site told call back after 10am when POC is in 

🔧 Work Performed
trouble shoot unit,called tech support,disconect up down switches and reconnect,also disconnect power switch and reconnect,same issue,disconnect battery level indicator and reconect,checked all conections,tried a battery pack from another power flexx,cot worked just fine,will provide customer with estimater for repair for new battery pack,once approved will work off of new work order.
🔍 Technician Findings
cot goes up 2 inches on its own each time the power on switch is pressed,had to use the manual release to bring cot down,unit has a bad battery pack
⚠️ Problem Description
Q-00028755 **Customer would like a call ASAP to schedule this service. I’m reaching out to request urgent repair service for one of our Ferno FLEXXX Stretchers that is currently out of service and posing a significant operational and liability risk. * Model: Ferno FLEXXX * Serial Number: 08700678 Detailed Issue Description: The stretcher appears to function correctly in some respects — it powers on, the circuit is responsive, and it can be manually lowered. However, the main issue involves the center (male) port and/or front power switch. When powered on, the green light on the front switch flashes rapidly, preventing us from using the powered raise/lower functions. We’ve verified the circuit is active because if the stretcher is manually dropped and then powered on, it springs back up automatically, showing that lift capability is still present — but inconsistent. Troubleshooting Attempts: We have thoroughly attempted all standard troubleshooting procedures, including: * System reset * Power cycling * Full disassembly and reconfiguration of base placements * Inspection for visible wiring or mechanical faults Despite all efforts, the issue persists. Urgency – Safety & Liability Risk: This failure occurred during transport of a bariatric patient (within the 700 lb weight rating), which forced our team to perform an improvised and technically non-compliant transfer. Due to the weight and center of gravity involved, a manual release was not a safe option and could have resulted in injury, equipment damage, or legal consequences. For the safety of our patients and staff, we are requesting immediate inspection and repair. If possible, please advise on technician availability or a service center referral within Southern California.
📄 Description
Ferno POWERFlexx (Series) Powered Ambulance Cot (+, IT, ST) (OBS, EOL 10/30/2026)

Timeline

📞
Case Linked Jun 24, 10:09 AM
Case Number: 00504624
Subject: L2 Review EMS- called customer and advised they call Ferno 6/26
Status: Closed
⏳ 4.0 business days
📋
▶
2 Work Order Created Jun 27, 10:44 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
⏳ 3.0 business days
👷
▶
2 Technician Assigned Jul 1, 10:34 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 3d 23h
📅
▶
3 Dispatch Scheduled Jul 1, 4:01 PM
Dispatch Scheduled → Status: Scheduled → Dispatch Scheduled
🗓️
Status: Scheduled by Michael Burris
From: Assigned
To: Scheduled
Duration in Previous: 5h 26m
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-07-03T13:30:00.000+0000
📅
Dispatch Scheduled by Michael Burris Jul 1, 4:08 PM
Scheduled For: 2025-07-03T15:00:00.000+0000
⏳ 3.0 business days
⏱️
▶
2 5x Labor Added Jul 3, 9:47 PM
5x Labor Added → Status: Incomplete
⚠️
Status: Incomplete by Rene Yescas
From: Completed, Scheduled, Incomplete
To: Incomplete, Completed, Closed
Duration in Previous: 2d 5h, 0m
⏳ 1.3 business days
📄
▶
3 Status: Ready to Bill Jul 7, 5:59 PM
Status: Ready to Bill → Status: Invoice Pending → Status: Invoiced
📨
Status: Invoice Pending by Diane Patton
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 1m
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🚨 62.7 business days
💵
Status: Billing Review by Jane Sackett Oct 2, 12:12 PM
From: Invoiced, Billing Review
To: Billing Review, Billing Correction Needed
Duration in Previous: 86d 18h, 0m
🏁
Status: Closed by Lauren Oberg Oct 2, 12:17 PM
From: Billing Correction Needed, Closed
To: Closed, Ready to Bill
Duration in Previous: 4m, 0m
⚠️ 6.0 business days
📨
▶
2 Status: Invoice Pending Oct 9, 12:31 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
🚨 17.0 business days
🧾
Invoice Created Nov 3, 11:02 AM
Invoice Number: SM-243254

Bottlenecks

Ready for Scheduling
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Assigned
Duration: 5.4 business hours (threshold: 4.0 business hours)
Exceeded by 1.4 business hours
Completed
Duration: 2.5 business days (threshold: 1.0 business days)
Exceeded by 1.5 business days
Ready to Bill
Duration: 6.0 business days (threshold: 1.0 business days)
Exceeded by 5.0 business days

🔗 Related Artifacts

📞
Case 00504624
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P7
Type
Evaluation
Branch
ERLA - PROD
Technician
Rene Yescas
Scheduled
Jul 3, 11:00 AM
Created
Jun 27, 10:44 AM
Invoice #
SM-243254

Work Details (5)

Name Type Status Qty Amount Date
WL-02854810 Labor Open 1.5 $195.00 Jul 3, 9:47 PM
WL-02854811 Labor Open 2 $260.00 Jul 3, 9:47 PM
WL-02854812 Labor Open 1.5 $195.00 Jul 3, 9:47 PM
WL-02854813 Travel Open 55 $77.00 Jul 3, 9:47 PM
WL-02854814 Travel Open 55 $0.00 Jul 3, 9:47 PM

Details