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WO-01303346 ↗ ServiceMax

FERNO • Repair • P3

📍 Shreveport Fire Department — 7300 Mansfield Road, Shreveport LA, 71108

Sep 9, 2025 → Sep 17, 2025

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Sep 12, 2025
✗ SLA Missed (3 biz days late)
Active: 6 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Sep 17, 2025)
SLA Target
▶ Clock Running
Status: Created
Sep 9 → Sep 9, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 9 → Sep 9, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
5d
▶ Clock Running
Status: Assigned
Sep 9 → Sep 16, 2025
5 business days (counted)
Running total: 5 of 3 biz days used
1d
▶ Clock Running
Status: Scheduled
Sep 16 → Sep 17, 2025
1 business day (counted)
Running total: 6 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Sep 17 → Sep 17, 2025
0 business days (counted)
Running total: 6 of 3 biz days used
Created: Sep 9, 2025 Completed: Sep 17, 2025
Business Days Used 6 / 3
0 3d budget +3d over
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Sep 9 → Sep 9 Created ▶ Running 0 0 / 3
Sep 9 → Sep 9 Ready for Scheduling ▶ Running 0 0 / 3
Sep 9 → Sep 16 Assigned ▶ Running 5 5 / 3
Sep 16 → Sep 17 Scheduled ▶ Running 1 6 / 3
Sep 17 → Sep 17 Tech On Site ▶ Running 0 6 / 3
Dispatch 0.0d
Coordinators 7.9d
Field Work 0.5d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
7.9 days
Over SLA
Field Work
0.5 days
Billing
0.0 days
Created: Sep 9, 2025 Due: Sep 19, 2025 Completed: Sep 17, 2025 (2 days early)
📅
7.0 days Total Age
⏱️
5.8d in Assigned Longest Stage
🔄
10 transitions Status Changes
⚠️
5.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00525507
waiting on service needed 9/8
Closed
springs for the safety bail 2690954 Yes 2.00SPRING, SAFETY BAIL 0.00 0.00 0.00 Total Parts 0.00 0.0
Priority
Standard
Origin
Email
Reason
New Case
Contact
MATT RAMSEY
Owner
Jessica Sells
Created
Sep 9, 2025
Work Orders from this Case (1)
WO-01303346 (current) Invoiced
Repair • Christopher Womack
Created: Sep 9, 2025 • Closed: Sep 17, 2025
Completed with minor delays
Invoiced • 176 days old
🚨
Primary Delay 5.8 days stuck in "Assigned"
⏱️
Total Delay 5.6 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
0.2d / 1.0d SLA
Assigned
5.8d / 0.5d SLA
Scheduled
2.0d / 2.0d SLA
Tech On Site
0.5d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.3d / 1.0d SLA
L2 Review
1.3d
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

9/18 KWeiss, Reviewed picture and closing w/o for billing review.

9/16 KKelch scheduled per logged email from Matt. Email logged on WO-01303650

(/13/2025 Sramen - parts still have not shipped out yet. label created but nothing more. pushed due date out but may need adjusted again once ETA is available.


9/10/25 SReich

UPS Label Created, 1Z4766279046605646

UPS Return LabelTracking Number:1Z4766279046605646UPS Service:GroundReturn Service:UPS Returns, Print Return LabelPickup From:
PEACHES EALY
SHREVEPORT FIRE DEPARTMENT
263 NORTH COMMON
SHREVEPORT
LA
71101
USReturn To:
Sharon Chambliss
Ferno
70 Weil Way
WILMINGTON
OH
45177
US




9/9/2025jsells

spoke with Matt, and I gave him the WO# and told him a coordinator would call them to schedule 

🔧 Work Performed
On the X1, I removed the safety bail axle rod and removed the broken spring. I installed a new spring on the patient left side of the drop frame. I then removed the patient right spring and installed a new spring. I reassembled the safety bail axle and handles. I installed a new safety bail. I function tested the cot and all passed. I returned the cot to service.
🔍 Technician Findings
On the X1, I arrived and found that the patient left spring was rusty and was broken. I also found that the safety bail was damaged and almost worn through the metal.
⚠️ Problem Description
***PART RETURN IS REQUIRED IF RMA IS NOT IN BOX, Email ferno@emsar.com for label*** springs for the safety bail 2690954 Yes 2.00SPRING, SAFETY BAIL 0.00 0.00 0.00 Total Parts 0.00 0.0
📄 Description
Ferno Power X1 Power Cot

Timeline

📞
Case Linked Sep 9, 8:38 AM
Case Number: 00525507
Subject: waiting on service needed 9/8
Status: Closed
📋
▶
2 Work Order Created Sep 9, 12:02 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 4m
👷
▶
2 Technician Assigned Sep 9, 1:45 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1h 37m
⚠️ 6.0 business days
🗓️
▶
2 Status: Scheduled Sep 16, 12:23 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-09-17T15:00:00.000+0000
⏳ 2.0 business days
🔧
Status: Tech On Site by Christopher Womack Sep 17, 12:52 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 0h
🔩
▶
2 3x Parts Added Sep 17, 5:08 PM
3x Parts Added → Status: Completed
✔️
Status: Completed by Christopher Womack
From: Tech On Site
To: Completed
Duration in Previous: 4h 16m
⏱️
▶
2 2x Labor Added Sep 17, 5:13 PM
2x Labor Added → Status: Closed
🏁
Status: Closed by Christopher Womack
From: Completed
To: Closed
Duration in Previous: 6m
👀
Status: L2 Review by Nancy Suarez Sep 18, 12:21 PM
From: Closed
To: L2 Review
Duration in Previous: 19h 5m
🏁
Status: Closed by Keith Weiss Sep 18, 11:02 PM
From: L2 Review
To: Closed
Duration in Previous: 10h 40m
📄
▶
2 Status: Ready to Bill Sep 19, 12:12 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
⏳ 1.0 business days
🧾
Invoice Created Sep 22, 12:09 AM
Invoice Number: SM-241600

Bottlenecks

Assigned
Duration: 5.8 business days (threshold: 4.0 business hours)
Exceeded by 5.3 business days
Closed
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.7 business hours

🔗 Related Artifacts

📞
Case 00525507
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Repair
Branch
ERLA - PROD
Technician
Christopher Womack
Scheduled
Sep 17, 11:00 AM
Created
Sep 9, 12:02 PM
Invoice #
SM-241600

Work Details (5)

Name Type Status Qty Amount Date
WL-02939365 Parts Open 1 $0.00 Sep 17, 5:08 PM
WL-02939366 Parts Open 2 $0.00 Sep 17, 5:08 PM
WL-02939369 Travel Open 157 $274.75 Sep 17, 5:08 PM
WL-02939377 Labor Open 1 $130.00 Sep 17, 5:13 PM
WL-02939378 Labor Open 3 $0.00 Sep 17, 5:13 PM

Details