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← WO Overview

WO-01299647 ↗ ServiceMax

FERNO • Preventive Maintenance • PSM

📍 ILLINOIS VETERANS — 1707 N. 12TH ST, QUINCY IL, 62301

Aug 26, 2025 → Sep 9, 2025

✅ Completed
PSM
SLA Clock
Last business day of August 2025 · Target: Aug 29, 2025
✗ SLA Missed (5 biz days late)
Active: 9 biz days
🕐 Clock stopped: Tech Off Site (Sep 9, 2025)
▶ Clock Running
Status: Created
Aug 26 → Aug 26, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Aug 26 → Aug 26, 2025
0 business days (counted)
Running total: 0 of ? biz days used
4d
▶ Clock Running
Status: Assigned
Aug 26 → Sep 2, 2025
4 business days (counted)
Running total: 4 of ? biz days used
1d
▶ Clock Running
Status: Scheduled
Sep 2 → Sep 3, 2025
1 business day (counted)
Running total: 5 of ? biz days used
▶ Clock Running
Status: Reschedule
Sep 3 → Sep 4, 2025
1 business day (counted)
Running total: 6 of ? biz days used
3d
▶ Clock Running
Status: Scheduled
Sep 4 → Sep 9, 2025
3 business days (counted)
Running total: 9 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 9 → Sep 9, 2025
0 business days (counted)
Running total: 9 of ? biz days used
Created: Aug 26, 2025 Tech Off Site: Sep 9, 2025
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Aug 26 → Aug 26 Created ▶ Running 0 0
Aug 26 → Aug 26 Ready for Scheduling ▶ Running 0 0
Aug 26 → Sep 2 Assigned ▶ Running 4 4
Sep 2 → Sep 3 Scheduled ▶ Running 1 5
Sep 3 → Sep 4 Reschedule ▶ Running 1 6
Sep 4 → Sep 9 Scheduled ▶ Running 3 9
Sep 9 → Sep 9 Tech On Site ▶ Running 0 9
Dispatch 0.0d
Coordinators 12.5d
Field Work 0.5d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
12.5 days
Over SLA
Field Work
0.5 days
Billing
0.0 days
Created: Aug 26, 2025 Due: Sep 26, 2025 Completed: Sep 9, 2025 (17 days early)
📅
10.0 days Total Age
⏱️
4.9d in Assigned Longest Stage
🔄
11 transitions Status Changes
⚠️
7.2d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00522087
PCS2501347.ILDEPTVA Claim 568
Closed
Product Id # 1 :0015807 Description: POWER X1 Serial No: 23C198165 Date Created: 12/26/2023 Date Installed: 7/21/2023 Date Shipped: 7/21/2023 Primary Warranty Warranty Id: 2 YEAR Begin Date: 7/21/2023 End Date: 7/21/2025 Repair Warranty Warranty Id: 2 YEAR Begin Date: 7/20/2023 End Date: 7/20/2025 Symptoms: CUSTOMER OVERDUE FOR PM. NO PARTS ARE BEIGN SENT FOR REPIAR. IF PARTS ARE NEEDED FOR REPAIR, PLEASE ARRANGE DIRECTLY WITH THE CUSTOMER. IF NEEDED, CONTACT SERVICE@FERNO.COM. Product Id # 2 : 0015807 Description: POWER X1 Serial No. : 23C198166 Date Created: 12/26/2023 Date Installed: 7/21/2023 Date Shipped: 7/21/2023 Primary Warranty Warranty Id : 2 YEAR Begin Date: 7/21/2023 End Date: 7/21/2025 Repair Warranty Warranty Id : 2 YEAR Begin Date: 7/20/2023 End Date: 7/20/2025 Symptoms: CUSTOMER OVERDUE FOR PM. NO PARTS ARE BEIGN SENT FOR REPIAR. IF PARTS ARE NEEDED FOR REPAIR, PLEASE ARRANGE DIRECTLY WITH THE CUSTOMER. IF NEEDED, CONTACT SERVICE@FERNO.COM.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Angie Bommer
Owner
Shelby Robinson
Created
Aug 26, 2025
Work Orders from this Case (2)
WO-01299647 (current) Invoiced
Preventive Maintenance • Kevin Cox
Created: Aug 26, 2025 • Closed: Sep 9, 2025
WO-01299648 Invoiced
Preventive Maintenance • Kevin Cox
Created: Aug 26, 2025 • Closed: Sep 9, 2025
Completed with minor delays
Invoiced • 190 days old
🚨
Primary Delay 4.9 days stuck in "Assigned"
⏱️
Total Delay 7.2 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
0.1d / 1.0d SLA
Assigned
4.9d / 0.5d SLA
Scheduled
6.0d / 2.0d SLA
Reschedule
1.5d / 2.0d SLA
Tech On Site
0.5d / 1.0d SLA
Closed
2.7d / 1.0d SLA
L2 Review
0.7d
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

9/10 KWeiss, Reviewed pictures and closing w/o for billing review.

9/4 KKelch scheduled per logged email from Mark. Email logged on WO-01299647

9/3 KKelch sent Mark an email for rescheduling due to HIGI install. Email logged on WO-01299647

9/2 KKelch scheduled per logged email from Mark. Email logged on WO-01299647

9/2 KKelch sent Mark an email for scheduling. Email logged on WO-01299647

08/26/2025 SRobinson- Called Mark, (217) 640-2458. LM with WO#'s and advised a coordinator will be reaching out to schedule. 

🔧 Work Performed
Performed pm and notified customer about mattress
🔍 Technician Findings
Found that the mattress hooks are damaged
⚠️ Problem Description
Product Id # 1 :0015807 Description: POWER X1 Serial No: 23C198165 Date Created: 12/26/2023 Date Installed: 7/21/2023 Date Shipped: 7/21/2023 Primary Warranty Warranty Id: 2 YEAR Begin Date: 7/21/2023 End Date: 7/21/2025 Repair Warranty Warranty Id: 2 YEAR Begin Date: 7/20/2023 End Date: 7/20/2025 Symptoms: CUSTOMER OVERDUE FOR PM. NO PARTS ARE BEIGN SENT FOR REPIAR. IF PARTS ARE NEEDED FOR REPAIR, PLEASE ARRANGE DIRECTLY WITH THE CUSTOMER. IF NEEDED, CONTACT SERVICE@FERNO.COM.
📄 Description
Ferno Power X1 Power Cot

Timeline

📞
Case Linked Aug 26, 10:31 AM
Case Number: 00522087
Subject: PCS2501347.ILDEPTVA Claim 568
Status: Closed
📋
Work Order Created Aug 26, 11:53 AM
Work Order: WO-01299647
Type: Preventive Maintenance
Priority: PSM
📅
Status: Ready for Scheduling by Shelby Robinson Aug 26, 11:59 AM
From: Entered
To: Ready for Scheduling
Duration in Previous: 5m
👷
▶
2 Technician Assigned Aug 26, 12:35 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 36m
⚠️ 5.0 business days
🗓️
▶
2 Status: Scheduled Sep 2, 11:02 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-09-04T14:00:00.000+0000
⏳ 2.0 business days
🔄
Status: Reschedule by Kaitlyn Kelch Sep 3, 3:51 PM
From: Scheduled
To: Reschedule
Duration in Previous: 1d 4h
📅
▶
2 Dispatch Scheduled Sep 4, 9:58 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Reschedule
To: Scheduled
Duration in Previous: 18h 7m
⏳ 4.0 business days
🔧
Status: Tech On Site by Kevin Cox Sep 9, 1:29 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 3h
⏱️
▶
2 3x Labor Added Sep 9, 5:27 PM
3x Labor Added → Status: Tech Off Site
🚗
Status: Tech Off Site by Kevin Cox
From: Tech On Site, Tech Off Site, Completed
To: Tech Off Site, Completed, Closed
Duration in Previous: 3h 58m, 0m
👀
Status: L2 Review by Nancy Suarez Sep 10, 11:15 AM
From: Closed
To: L2 Review
Duration in Previous: 17h 47m
🏁
Status: Closed by Keith Weiss Sep 10, 4:35 PM
From: L2 Review
To: Closed
Duration in Previous: 5h 20m
📄
▶
2 Status: Ready to Bill Sep 11, 1:03 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
⏳ 2.0 business days
🧾
Invoice Created Sep 14, 12:37 PM
Invoice Number: SM-240608

Bottlenecks

Assigned
Duration: 4.9 business days (threshold: 4.0 business hours)
Exceeded by 4.4 business days
Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Closed
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.5 business hours
Closed
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.4 business hours

🔗 Related Artifacts

📞
Case 00522087
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Preventive Maintenance
Branch
ERLA - PROD
Technician
Kevin Cox
Scheduled
Sep 9, 10:00 AM
Created
Aug 26, 11:53 AM
Invoice #
SM-240608

Work Details (3)

Name Type Status Qty Amount Date
WL-02930218 Labor Open 2.1666666666667 $0.00 Sep 9, 5:27 PM
WL-02930219 Labor Open 0.66666666666667 $205.00 Sep 9, 5:27 PM
WL-02930220 Travel Open 124 $0.00 Sep 9, 5:27 PM

Details