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WO-01301969 ↗ ServiceMax

FERNO • Preventive Maintenance • PSM

📍 AMERICAN PATRIOT — 13430 DAMAR DR, PHILADELPHIA PA, 19116

Sep 5, 2025 → Oct 10, 2025

✅ Completed
PSM
SLA Clock
Last business day of September 2025 · Target: Sep 30, 2025
✗ SLA Missed (7 biz days late)
Active: 25 biz days
🕐 Clock stopped: Completed (Oct 10, 2025)
▶ Clock Running
Status: Created
Sep 5 → Sep 5, 2025
0 business days (counted)
Running total: 0 of ? biz days used
1d
▶ Clock Running
Status: Ready for Scheduling
Sep 5 → Sep 8, 2025
1 business day (counted)
Running total: 1 of ? biz days used
12d
▶ Clock Running
Status: Assigned
Sep 8 → Sep 24, 2025
12 business days (counted)
Running total: 13 of ? biz days used
12d
▶ Clock Running
Status: Scheduled
Sep 24 → Oct 10, 2025
12 business days (counted)
Running total: 25 of ? biz days used
▶ Clock Running
Status: Tech On Site
Oct 10 → Oct 10, 2025
0 business days (counted)
Running total: 25 of ? biz days used
Created: Sep 5, 2025 Completed: Oct 10, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Sep 5 → Sep 5 Created ▶ Running 0 0
Sep 5 → Sep 8 Ready for Scheduling ▶ Running 1 1
Sep 8 → Sep 24 Assigned ▶ Running 12 13
Sep 24 → Oct 10 Scheduled ▶ Running 12 25
Oct 10 → Oct 10 Tech On Site ▶ Running 0 25
Dispatch 0.0d
Coordinators 26.9d
Field Work 0.2d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
26.9 days
Over SLA
Field Work
0.2 days
Created: Sep 5, 2025 Due: Nov 5, 2025 Completed: Oct 10, 2025 (26 days early)
📅
26.0 days Total Age
⏱️
12.5d in Assigned Longest Stage
🔄
8 transitions Status Changes
⚠️
23.4d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
4 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00524817
PCS2501416.AMERICANPAT
Closed
CUSTOMER IS DUE FOR PM. PARTS ARE NOT BEING SENTAT THIS TIME. IF PARTS ARE NEEDED FOR REPAIR, PLEASE CONTACT SERVICE@FERNO.COM.
Priority
Standard
Origin
Email
Reason
New Case
Contact
MARIA BYCHYK
Owner
Sherry Reich
Created
Sep 5, 2025
Work Orders from this Case (1)
WO-01301969 (current) Invoiced
Preventive Maintenance • Chris Galasso
Created: Sep 5, 2025 • Closed: Oct 10, 2025
Completed with significant delays
Invoiced • 180 days old
🚨
Primary Delay 12.5 days stuck in "Assigned"
⏱️
Total Delay 23.4 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
2.0d / 1.0d SLA
Assigned
12.5d / 0.5d SLA
Scheduled
12.4d / 2.0d SLA
Tech On Site
0.2d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

9/25 MOwens Maria replied back asking for an earlier date in Oct. I replied back that Fri 10/10 between 9-10am is available. She replied back that 10/10 works for her.

9/24 MOwens Sent a reply back to Maria scheduling the visit for Mon. 10/20 with eta between 9-10am.

9/8 MOwens Maria replied back that any day is good.

9/8 MOwens Sent email to Maria asking for dates to schedule the PM.

9/5/25 SReich - Left Maria a vm, gave her the WO # and told her someone would be reaching out to schedule. 

🔧 Work Performed
PERFORMED PM SERVICE INCLUDING INSPECTION, CLEANING AND LUBRICATION; ALL TESTS PASS
🔍 Technician Findings
OPERATIONAL; NO DAMAGE; CUSTOMER HAD ISSUES WITH OTHER COTS, SPOKE TO FERNO REP JULIAN BROWN FROM SITE
⚠️ Problem Description
CUSTOMER IS DUE FOR PM. PARTS ARE NOT BEING SENTAT THIS TIME. IF PARTS ARE NEEDED FOR REPAIR, PLEASE CONTACT SERVICE@FERNO.COM.
📄 Description
Ferno Power X1 Power Cot

Timeline

📞
Case Linked Sep 5, 11:16 AM
Case Number: 00524817
Subject: PCS2501416.AMERICANPAT
Status: Closed
📋
Work Order Created Sep 5, 11:24 AM
Work Order: WO-01301969
Type: Preventive Maintenance
Priority: PSM
📅
Status: Ready for Scheduling by Sherry Reich Sep 5, 11:29 AM
From: Entered
To: Ready for Scheduling
Duration in Previous: 5m
⏳ 2.0 business days
👷
▶
2 Technician Assigned Sep 8, 4:01 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 3d 4h
🚨 13.0 business days
🗓️
▶
2 Status: Scheduled Sep 24, 4:51 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2025-10-20T13:00:00.000+0000
📅
Dispatch Scheduled by Melissa Owens Sep 25, 1:32 PM
Scheduled For: 2025-10-10T13:00:00.000+0000
🚨 12.0 business days
🔧
Status: Tech On Site by Chris Galasso Oct 10, 10:00 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 15d 17h
⏱️
▶
2 4x Labor Added Oct 10, 11:13 AM
4x Labor Added → Status: Completed
✔️
Status: Completed by Chris Galasso
From: Tech On Site
To: Completed
Duration in Previous: 1h 16m
🏁
Status: Closed by Chris Galasso Oct 10, 11:19 AM
From: Completed
To: Closed
Duration in Previous: 2m
⏳ 1.0 business days
📄
▶
2 Status: Ready to Bill Oct 13, 2:51 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
🧾
Invoice Created Oct 14, 11:53 AM
Invoice Number: SM-243478

Bottlenecks

Ready for Scheduling
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Assigned
Duration: 12.5 business days (threshold: 4.0 business hours)
Exceeded by 12.0 business days
Scheduled
Duration: 12.4 business days (threshold: 2.0 business days)
Exceeded by 10.4 business days

🔗 Related Artifacts

📞
Case 00524817
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Preventive Maintenance
Branch
ERLA - PROD
Technician
Chris Galasso
Scheduled
Oct 10, 9:00 AM
Created
Sep 5, 11:24 AM
Invoice #
SM-243478

Work Details (4)

Name Type Status Qty Amount Date
WL-02966298 Labor Open 1 $0.00 Oct 10, 11:13 AM
WL-02966299 Labor Open 1.25 $205.00 Oct 10, 11:13 AM
WL-02966300 Travel Open 31 $0.00 Oct 10, 11:13 AM
WL-02966301 Expenses Open 1 $0.00 Oct 10, 11:13 AM

Details