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WO-01306774 ↗ ServiceMax

FERNO • Repair • P3

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

Sep 30, 2025 → Oct 14, 2025

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Oct 3, 2025
✗ SLA Missed (7 biz days late)
Active: 10 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Oct 15, 2025)
SLA Target
▶ Clock Running
Status: Created
Sep 30 → Sep 30, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 30 → Oct 1, 2025
1 business day (counted)
Running total: 1 of 3 biz days used
▶ Clock Running
Status: Assigned
Oct 1 → Oct 1, 2025
0 business days (counted)
Running total: 1 of 3 biz days used
⏸ Clock Paused
Status: Awaiting Parts - Customer
Oct 1 → Oct 1, 2025
0 business days (not counted)
2d
▶ Clock Running
Status: Ready for Scheduling
Oct 1 → Oct 3, 2025
2 business days (counted)
Running total: 3 of 3 biz days used
1d
▶ Clock Running
Status: Assigned
Oct 3 → Oct 6, 2025
1 business day (counted)
Running total: 4 of 3 biz days used
5d
▶ Clock Running
Status: Scheduled
Oct 6 → Oct 14, 2025
5 business days (counted)
Running total: 9 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Oct 14 → Oct 15, 2025
1 business day (counted)
Running total: 10 of 3 biz days used
Created: Sep 30, 2025 Completed: Oct 15, 2025
Business Days Used 10 / 3
0 3d budget +7d over
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Sep 30 → Sep 30 Created ▶ Running 0 0 / 3
Sep 30 → Oct 1 Ready for Scheduling ▶ Running 1 1 / 3
Oct 1 → Oct 1 Assigned ▶ Running 0 1 / 3
Oct 1 → Oct 1 Awaiting Parts - Customer ⏸ Paused 0 —
Oct 1 → Oct 3 Ready for Scheduling ▶ Running 2 3 / 3
Oct 3 → Oct 6 Assigned ▶ Running 1 4 / 3
Oct 6 → Oct 14 Scheduled ▶ Running 5 9 / 3
Oct 14 → Oct 15 Tech On Site ▶ Running 1 10 / 3
Dispatch 0.0d
Material Management 0.2d
Coordinators 12.1d
Field Work 1.1d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
0.2 days
Coordinators
12.1 days
Over SLA
Field Work
1.1 days
Over SLA
Billing
0.0 days
Created: Sep 30, 2025 Due: Oct 7, 2025 Completed: Oct 15, 2025 (7 days late)
📅
10.3 days Total Age
⏱️
5.8d in Scheduled Longest Stage
🔄
11 transitions Status Changes
⚠️
9.6d 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 #00531394
PCS2501644 Claim 688
Closed
***PART RETURN IS REQUIRED IF RMA IS NOT IN BOX, Email ferno@emsar.com for label*** THE SAFETY BAR SPRINGS NEED REPLACED AND THE BAR HAS A CHIP. SENDING NEW BAR/HARDWARE AND SPRINGS. PLEASE REPLACE AND RETURN OLD BAR AND SPRINGS FOR EVALUATION. RETURN SPRINGS AND SAFETY BAR FOR EVALUATION. Part ID 2690954 Return Parts: Yes Quantity: 4.00 SPRING, SAFETY BAIL Part ID 0906036 Return Parts: Yes Quantity: 1.00 KIT, SAFETY BAIL
Priority
Standard
Origin
Email
Reason
New Case
Contact
MATT RAMSEY
Owner
Sherry Reich
Created
Sep 30, 2025
Work Orders from this Case (2)
WO-01306774 (current) Invoiced
Repair • Christopher Womack
Created: Sep 30, 2025 • Closed: Oct 14, 2025
WO-01308357 Invoiced
Repair • Christopher Womack
Created: Oct 8, 2025 • Closed: Oct 14, 2025
Completed with minor delays
Invoiced • 155 days old
🚨
Primary Delay 5.8 days stuck in "Scheduled"
⏱️
Total Delay 9.6 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
5.0d / 1.0d SLA
Awaiting Parts - Customer
0.2d
Assigned
1.4d / 0.5d SLA
Scheduled
5.8d / 2.0d SLA
Tech On Site
1.1d / 1.0d SLA
Closed
3.8d / 1.0d SLA
L2 Review
2.9d
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

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

10/6 KKelch-FSE scheduled directly with the site

10/2/2025 Sramen - updated due date - delivered today.

10/1/2025jsells

UPS Ship Notification, Tracking Number 1Z4766270346341951

You have a package coming.


Scheduled Delivery Date: Friday, 10/03/2025

Number of Packages: 1

UPS Service: UPS GROUND

Weight: 1.8 LBS

Reference Number 1: 359167

Reference Number 2: PCS2501644

9/30/25 AJinerson - Chatter to ASC regarding this goes to western tech usually.

9/30/25 SReich - Spoke to Matt, gave him the WO # and told him someone would be reaching out to schedule.  

🔧 Work Performed
On the X1, I removed the safety bail. I then removed the hardware and removed the safety bail axle rod to remove the springs. I then installed the two new springs. I reassembled the safety bail and installed the new safety bail. I then 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 safety bail spring was broken and the patient right was rusty. I then found that the bent safety bail had a worn spot in the bar.
⚠️ Problem Description
***PART RETURN IS REQUIRED IF RMA IS NOT IN BOX, Email ferno@emsar.com for label*** THE SAFETY BAR SPRINGS NEED REPLACED AND THE BAR HAS A CHIP. SENDING NEW BAR/HARDWARE AND SPRINGS. PLEASE REPLACE AND RETURN OLD BAR AND SPRINGS FOR EVALUATION. RETURN SPRINGS AND SAFETY BAR FOR EVALUATION. Part ID 2690954 Return Parts: Yes Quantity: 4.00 SPRING, SAFETY BAIL Part ID 0906036 Return Parts: Yes Quantity: 1.00 KIT, SAFETY BAIL
📄 Description
Ferno Power X1 Power Cot

Timeline

📞
Case Linked Sep 30, 7:51 AM
Case Number: 00531394
Subject: PCS2501644 Claim 688
Status: Closed
📋
▶
2 Work Order Created Sep 30, 9:09 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 4m
⏳ 2.0 business days
👷
▶
2 Technician Assigned Oct 1, 10:46 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Rhea Berry
From: Ready for Scheduling, Assigned
To: Assigned, Awaiting Parts - Customer
Duration in Previous: 1d 1h, 0m
📅
Status: Ready for Scheduling by Jessica Sells Oct 1, 12:14 PM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 1h 27m
⏳ 3.0 business days
👷
▶
2 Technician Assigned Oct 3, 4:47 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Rhea Berry
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2d 4h
⏳ 1.9 business days
🗓️
▶
2 Status: Scheduled Oct 6, 1:48 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-10-13T14:00:00.000+0000
⏳ 3.0 business days
📅
Dispatch Scheduled by Kaitlyn Kelch Oct 8, 3:10 PM
Scheduled For: 2025-10-14T14:00:00.000+0000
⏳ 4.0 business days
🔧
Status: Tech On Site by Christopher Womack Oct 14, 1:07 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 7d 23h
🔩
▶
2 5x Parts Added Oct 14, 10:11 PM
5x Parts Added → Status: Completed
✔️
Status: Completed by Christopher Womack
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 9h 4m, 0m
⏳ 2.2 business days
👀
Status: L2 Review by Nancy Suarez Oct 16, 12:57 PM
From: Closed
To: L2 Review
Duration in Previous: 1d 14h
⏳ 3.0 business days
🏁
Status: Closed by Keith Weiss Oct 20, 1:16 PM
From: L2 Review
To: Closed
Duration in Previous: 4d 0h
📄
▶
2 Status: Ready to Bill Oct 21, 11:49 AM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 3m
⏳ 2.0 business days
🧾
Invoice Created Oct 22, 12:00 PM
Invoice Number: SM-244273

Bottlenecks

Ready for Scheduling
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready for Scheduling
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Assigned
Duration: 1.4 business days (threshold: 4.0 business hours)
Exceeded by 7.2 business hours
Scheduled
Duration: 5.8 business days (threshold: 2.0 business days)
Exceeded by 3.8 business days
Tech On Site
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 1.1 business hours
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Closed
Duration: 1.8 business days (threshold: 1.0 business days)
Exceeded by 6.7 business hours

🔗 Related Artifacts

📞
Case 00531394
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Repair
Branch
ERLA - PROD
Technician
Christopher Womack
Scheduled
Oct 14, 10:00 AM
Created
Sep 30, 9:09 AM
Invoice #
SM-244273

Work Details (5)

Name Type Status Qty Amount Date
WL-02970986 Parts Open 1 $0.00 Oct 14, 10:11 PM
WL-02970987 Parts Open 2 $0.00 Oct 14, 10:11 PM
WL-02970988 Labor Open 3 $0.00 Oct 14, 10:11 PM
WL-02970989 Labor Open 1.5 $195.00 Oct 14, 10:11 PM
WL-02970990 Travel Open 157 $274.75 Oct 14, 10:11 PM

Details