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WO-01305527 ↗ ServiceMax

FERNO • Repair • P3

📍 ALLEGIANCE MOBILE HEALTH - FERNO Corpus Christi — 1702 N Lexington Blvd, Corpus Christi TX, 78409

Sep 22, 2025 → Oct 9, 2025

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Sep 25, 2025
✗ SLA Missed (3 biz days late)
Active: 6 biz days
Paused: 7 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Oct 9, 2025)
SLA Target
▶ Clock Running
Status: Created
Sep 22 → Sep 22, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 22 → Sep 22, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Assigned
Sep 22 → Sep 22, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
⏸7d
⏸ Clock Paused
Status: Awaiting Parts - Customer
Sep 22 → Oct 1, 2025
7 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Oct 1 → Oct 2, 2025
1 business day (counted)
Running total: 1 of 3 biz days used
▶ Clock Running
Status: Assigned
Oct 2 → Oct 2, 2025
0 business days (counted)
Running total: 1 of 3 biz days used
5d
▶ Clock Running
Status: Scheduled
Oct 2 → Oct 9, 2025
5 business days (counted)
Running total: 6 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Oct 9 → Oct 9, 2025
0 business days (counted)
Running total: 6 of 3 biz days used
Created: Sep 22, 2025 Completed: Oct 9, 2025
Business Days Used 6 / 3
0 3d budget +3d over
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Sep 22 → Sep 22 Created ▶ Running 0 0 / 3
Sep 22 → Sep 22 Ready for Scheduling ▶ Running 0 0 / 3
Sep 22 → Sep 22 Assigned ▶ Running 0 0 / 3
Sep 22 → Oct 1 Awaiting Parts - Customer ⏸ Paused 7 —
Oct 1 → Oct 2 Ready for Scheduling ▶ Running 1 1 / 3
Oct 2 → Oct 2 Assigned ▶ Running 0 1 / 3
Oct 2 → Oct 9 Scheduled ▶ Running 5 6 / 3
Oct 9 → Oct 9 Tech On Site ▶ Running 0 6 / 3
Dispatch 0.0d
Material Management 8.0d
Coordinators 7.9d
Field Work 0.9d
Billing 0.1d
✗ SLA Missed
Dispatch
0.0 days
Material Management
8.0 days
Coordinators
7.9 days
Over SLA
Field Work
0.9 days
Billing
0.1 days
Created: Sep 22, 2025 Due: Oct 8, 2025 Completed: Oct 9, 2025 (on time)
📅
14.0 days Total Age
⏱️
8.0d in Awaiting Parts - Customer Longest Stage
🔄
11 transitions Status Changes
⚠️
5.4d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
8 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00529053
PCS2501566.ALLEGIANCE
Closed
***PART RETURN IS REQUIRED IF RMA IS NOT IN BOX, Email ferno@emsar.com for label*** SN 24C211160 STRETCHER LOWERS SLOWLY WITHOUT WEIGHT. CHECK MANUAL RELEASE FIRST. MAKE SURE IT ISN'T TOO TIGHT.IF THAT DOESN'T WORK CHANGE ACTUATOR. CALL BRETT MORRIS AT FERNO FOR HELP 937.283.3605 RETURN ALL PARTS Part ID 0806111 Return Parts: Yes KIT, PX1 FERNO ACTUATOR SN 24C204146 WHEEL CAME OFF. REPLACE WITH NEW WHEEL AND SEND PARTS BACK. RETURN ALL PARTS Part ID 0806069 Return Parts: Yes KIT, WHEEL FORK LOAD END 6X2 SN 21S023590 STRETCHER LOWERS SLOWLY WITHOUT WEIGHT. CHECK MANUAL RELEASE FIRST. MAKE SURE IT ISN'T TOO TIGHT.IF THAT DOESN'T WORK CHANGE ACTUATOR. CALL BRETT MORRIS AT FERNO FOR HELP 937.283.3605. RETURN ALL PARTS Part ID 0806111 Return Parts: Yes KIT, PX1 FERNO ACTUATOR
Priority
Standard
Origin
Email
Reason
New Case
Contact
Michael Gilbert
Owner
Sherry Reich
Created
Sep 19, 2025
Work Orders from this Case (3)
WO-01305523 Invoiced
Repair • Christopher Womack
Created: Sep 22, 2025 • Closed: Oct 9, 2025
WO-01305527 (current) Invoiced
Repair • Christopher Womack
Created: Sep 22, 2025 • Closed: Oct 9, 2025
WO-01305528 Invoiced
Repair • Christopher Womack
Created: Sep 22, 2025 • Closed: Oct 9, 2025
Completed with minor delays
Invoiced • 163 days old
🚨
Primary Delay 8.0 days stuck in "Awaiting Parts - Customer"
⏱️
Total Delay 5.4 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
1.6d / 1.0d SLA
Awaiting Parts - Customer
8.0d
Assigned
0.7d / 0.5d SLA
Scheduled
5.6d / 2.0d SLA
Tech On Site
0.9d / 1.0d SLA
Closed
3.1d / 1.0d SLA
L2 Review
5.0d
Invoice Pending
0.1d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10/20 KWeiss, Reviewed pictures and closing w/o for billing review.

10/2/25 RCook- Spoke with Michael, scheduled for 10/9/25. Arrival time between 8-10AM. Michael did confirm all parts have been received. See logged call on WO-01305523



10/2/25 RCook- LM with Michael Gilbert to schedule and confirm all parts are on site. See logged call on WO-01305523


10/1/25 RCook- SRobinson sent teams message stating ferno has confirmed the customer has received parts for WO-01305523, WO-01305527 & WO-01305528 and they are ready to schedule.

10/1/25 CDempsey- Possibly waiting on parts from Ferno. Should touch base with customer.

9/22/25 SReich - Left a vm on WO-01305523, gave him the WO # and told him someone would be reaching out to schedule. Parts were entered per a teams message from Natosha Beierschmitt.

🔧 Work Performed
On the X1, I installed the new patient left caster, provided by Ferno, and made sure it was tight. I then removed the other caster on the right side and replaced the caster with a new one. I then replaced the shoulder bolt for the shock frame and re-installed the red strap. I then replaced the other two wheels. I removed the bent safety bail and installed a new safety bail. I then function tested the cot and all passed. I returned the unit to service.
🔍 Technician Findings
On the X1, I arrived and found that the load end patient left wheel, and caster had come off and the patient right caster had worn out bearings. I then discovered that the shock frame bolt had come out and was not holding the red strap on. I found that the other two wheels had flat spots and needed to be replaced. I then found that the safety bail was bent and was not allowing the bail to swing.
⚠️ Problem Description
***PART RETURN IS REQUIRED IF RMA IS NOT IN BOX, Email ferno@emsar.com for label*** SN 24C204146 WHEEL CAME OFF. REPLACE WITH NEW WHEEL AND SEND PARTS BACK. RETURN ALL PARTS Part ID 0806069 Return Parts: Yes KIT, WHEEL FORK LOAD END 6X2
📄 Description
Ferno Power X1 Power Cot

Timeline

📞
Case Linked Sep 19, 4:15 PM
Case Number: 00529053
Subject: PCS2501566.ALLEGIANCE
Status: Closed
⏳ 2.0 business days
📋
▶
2 Work Order Created Sep 22, 10:57 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Status: Assigned Sep 22, 11:21 AM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Kaitlyn Kelch
Technician: a0h5A00000HFAYUQA5, Christopher Womack
⚠️ 8.0 business days
📅
Status: Ready for Scheduling by Shelby Robinson Oct 1, 3:12 PM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 9d 3h
👷
▶
2 Technician Assigned Oct 2, 9:56 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Rhea Berry
From: Ready for Scheduling
To: Assigned
Duration in Previous: 18h 44m
🗓️
▶
2 Status: Scheduled Oct 2, 3:31 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Rhea Berry
Scheduled For: 2025-10-09T17:00:00.000+0000
⚠️ 6.0 business days
🔧
Status: Tech On Site by Christopher Womack Oct 9, 11:25 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 6d 19h
🔩
▶
2 8x Parts Added Oct 9, 6:20 PM
8x Parts Added → Status: Completed
✔️
Status: Completed by Christopher Womack
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 6h 54m, 0m
⏳ 1.7 business days
👀
Status: L2 Review by Nancy Suarez Oct 13, 2:15 PM
From: Closed
To: L2 Review
Duration in Previous: 3d 19h
⚠️ 5.0 business days
🏁
Status: Closed by Keith Weiss Oct 20, 1:12 PM
From: L2 Review
To: Closed
Duration in Previous: 6d 22h
📄
Status: Ready to Bill by Nancy Suarez Oct 21, 11:01 AM
From: Closed, Ready to Bill
To: Ready to Bill, Invoice Pending
Duration in Previous: 21h 49m, 0m
💰
Status: Invoiced by Nancy Suarez Oct 21, 11:32 AM
From: Invoice Pending
To: Invoiced
Duration in Previous: 31m
⏳ 2.0 business days
🧾
Invoice Created Oct 22, 12:00 PM
Invoice Number: SM-244261

Bottlenecks

Ready for Scheduling
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 4.8 business hours
Assigned
Duration: 5.6 business hours (threshold: 4.0 business hours)
Exceeded by 1.6 business hours
Scheduled
Duration: 5.6 business days (threshold: 2.0 business days)
Exceeded by 3.6 business days
Closed
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.7 business hours
Closed
Duration: 1.8 business days (threshold: 1.0 business days)
Exceeded by 6.8 business hours

🔗 Related Artifacts

📞
Case 00529053
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Repair
Branch
ERLA - PROD
Technician
Christopher Womack
Scheduled
Oct 9, 1:00 PM
Created
Sep 22, 10:57 AM
Invoice #
SM-244261

Work Details (8)

Name Type Status Qty Amount Date
WL-02965635 Parts Open 1 $0.00 Oct 9, 6:20 PM
WL-02965636 Parts Open 1 $0.00 Oct 9, 6:20 PM
WL-02965637 Parts Open 2 $0.00 Oct 9, 6:20 PM
WL-02965638 Parts Open 1 $0.00 Oct 9, 6:20 PM
WL-02965639 Parts Open 1 $0.00 Oct 9, 6:20 PM
WL-02965640 Labor Open 1.5 $0.00 Oct 9, 6:20 PM
WL-02965641 Labor Open 1.5 $195.00 Oct 9, 6:20 PM
WL-02965642 Travel Open 45 $78.75 Oct 9, 6:20 PM

Details