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WO-01311366 ↗ ServiceMax

FERNO • Preventive Maintenance • P3

📍 Medcare EMS — 317 MCWILLIAMS ST, Camden AL, 36726

Oct 24, 2025 → Nov 4, 2025

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Oct 29, 2025
✗ SLA Missed (4 biz days late)
Active: 7 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Nov 4, 2025)
SLA Target
▶ Clock Running
Status: Created
Oct 24 → Oct 24, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
1d
▶ Clock Running
Status: Ready for Scheduling
Oct 24 → Oct 27, 2025
1 business day (counted)
Running total: 1 of 3 biz days used
1d
▶ Clock Running
Status: Assigned
Oct 27 → Oct 28, 2025
1 business day (counted)
Running total: 2 of 3 biz days used
▶ Clock Running
Status: Scheduled
Oct 28 → Oct 28, 2025
0 business days (counted)
Running total: 2 of 3 biz days used
▶ Clock Running
Status: Entered
Oct 28 → Oct 28, 2025
0 business days (counted)
Running total: 2 of 3 biz days used
▶ Clock Running
Status: Ready for Scheduling
Oct 28 → Oct 28, 2025
0 business days (counted)
Running total: 2 of 3 biz days used
▶ Clock Running
Status: Entered
Oct 28 → Oct 28, 2025
0 business days (counted)
Running total: 2 of 3 biz days used
▶ Clock Running
Status: Ready for Scheduling
Oct 28 → Oct 28, 2025
0 business days (counted)
Running total: 2 of 3 biz days used
▶ Clock Running
Status: Assigned
Oct 28 → Oct 28, 2025
0 business days (counted)
Running total: 2 of 3 biz days used
5d
▶ Clock Running
Status: Scheduled
Oct 28 → Nov 4, 2025
5 business days (counted)
Running total: 7 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Nov 4 → Nov 4, 2025
0 business days (counted)
Running total: 7 of 3 biz days used
Created: Oct 24, 2025 Completed: Nov 4, 2025
Business Days Used 7 / 3
0 3d budget +4d over
Show SLA Clock Detail (11 periods)
Period Status Clock Biz Days Running Total
Oct 24 → Oct 24 Created ▶ Running 0 0 / 3
Oct 24 → Oct 27 Ready for Scheduling ▶ Running 1 1 / 3
Oct 27 → Oct 28 Assigned ▶ Running 1 2 / 3
Oct 28 → Oct 28 Scheduled ▶ Running 0 2 / 3
Oct 28 → Oct 28 Entered ▶ Running 0 2 / 3
Oct 28 → Oct 28 Ready for Scheduling ▶ Running 0 2 / 3
Oct 28 → Oct 28 Entered ▶ Running 0 2 / 3
Oct 28 → Oct 28 Ready for Scheduling ▶ Running 0 2 / 3
Oct 28 → Oct 28 Assigned ▶ Running 0 2 / 3
Oct 28 → Nov 4 Scheduled ▶ Running 5 7 / 3
Nov 4 → Nov 4 Tech On Site ▶ Running 0 7 / 3
Dispatch 0.1d
Coordinators 8.4d
Field Work 1.4d
Billing 22.7d
✗ SLA Missed
Dispatch
0.1 days
Coordinators
8.4 days
Over SLA
Field Work
1.4 days
Billing
22.7 days
Over SLA
Created: Oct 24, 2025 Due: Dec 29, 2025 Completed: Nov 5, 2025 (54 days early)
📅
7.5 days Total Age
⏱️
22.7d in Billing Review Longest Stage
🔄
17 transitions Status Changes
⚠️
26.8d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
8 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
👤 Self-scheduled by Craig Walker — scheduling delays attributed to technician, not coordinators
Visit 1 Nov 3, 2025
Visit 2 Nov 4, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00538139
PCS2501813.MEDCARE
Closed
CUSTOMER REPORTS THAT THIS COT HAS A DUPLICATE SERIAL NUMBER. PLEASE LOCATE UDI LABEL ON THIS COT. TAKE A PICTURE OF THE EXISTING UDI LABEL. IF THE UDI REFLECTS THE ACURATE SN (22S025351) THE UDI LABEL CAN REMAIN AS IS. PLEASE REMOVE THE SN NUMBER PLATE WITH DUPLICATE SN (22S025352) AND REPLACE IT WITH THE NEW SN LABEL PROVIDED, WITH ACURATE SN - 22S025351. TAKE ANOTHER PICTURE CONFIRMING THAT THE SN NOW MATCHES THE UDI. SEND SERIAL NUMBER PLATE BACK TO FERNO WITH PARTS RETURN.
Priority
Standard
Origin
Email
Reason
New Case
Contact
PATRICIA MOSLEY
Owner
Jessica Sells
Created
Oct 24, 2025
Work Orders from this Case (6)
WO-01311347 Canceled
Repair
Created: Oct 24, 2025
WO-01311348 Canceled
Repair
Created: Oct 24, 2025
WO-01311353 Invoiced
Preventive Maintenance • Craig Walker
Created: Oct 24, 2025 • Closed: Nov 4, 2025
WO-01311355 Invoiced
Preventive Maintenance • Craig Walker
Created: Oct 24, 2025 • Closed: Nov 4, 2025
WO-01311357 Invoiced
Preventive Maintenance • Craig Walker
Created: Oct 24, 2025 • Closed: Nov 4, 2025
WO-01311366 (current) Invoiced
Preventive Maintenance • Craig Walker
Created: Oct 24, 2025 • Closed: Nov 4, 2025
Completed with significant delays
Invoiced • 131 days old
🚨
Primary Delay 22.7 days stuck in "Billing Review"
⏱️
Total Delay 26.8 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.1d / 0.5d SLA
Ready for Scheduling
1.6d / 1.0d SLA
Assigned
1.4d / 0.5d SLA
Scheduled
5.5d / 2.0d SLA
Tech On Site
0.6d / 1.0d SLA
Completed
0.8d / 1.0d SLA
Closed
3.3d / 1.0d SLA
L2 Review
0.3d
Billing Review
22.7d / 2.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12.12.25 Ycampos - Per Lauren charge for travel, Ferno is aware of this. Will not charge for lodging.

12/11 NSuarez Sent follow up chatter to AM and Lauran to see if we are not charging for lodging.

12/10 LO Followed up on Tosha's email to Ferno about lodging billing

11/6 KWeiss, Reviewed pictures and closing w/o for billing review.

10/28/25 RCook- Due date is still incorrect. Returned to dispatch to correct.


10/28/25 RCook- Per LOberg on teams call, SLA for Ferno PMs is 60 days. Due date on WO is incorrect. Please add problem description on WO-01311347 to this WO. This is for the same piece of equipment. Returned to dispatch for correction. Once corrected please place WO in RFS and let AJinerson know as these have already been scheduled with the customer.


10/28/25 AJinerson - Call logged on WO-01311366. 

Spoke with Patricia Mosley who confirmed scheduling tech visit for Monday, 11/3 with arrival between 11AM-1PM. 

Confirmed tech to work through Tuesday, 11/4 as well if needed to complete any remaining repairs/PMs.

POC on site: Patricia Mosley 

(251) 597-8278

Parts location: Patricia will have parts and give to tech 

Arrival instructions - no further instructions/requirements for this visit. 


10/28/25 AJinerson - Call logged on WO-01311366. Called and left 2nd VM for Patricia regarding needing to schedule service. 


10/28/25 AJinerson - Received updated shipping info from ASM/Ferno, per tracking from UPS, parts should arrive on site today, 10/28. 1Z4766270346712809


10/27/25 AJinerson - Call logged on WO-01311366. Called Patricia and left VM regarding needing to confirm if parts arrived on site from Ferno and ready to schedule. 

Site has 6 WOs in total, 3 of which being repairs and it's listed that Ferno is shipping parts out for the 3 below WOs:

WO-01311366

WO-01311353

WO-01311348

🔧 Work Performed
Performed PM. Replaced Wheels with Ferno supplied wheels Disinfected and cleaned COT
🔍 Technician Findings
COT is operational. Worn wheels. Verified operation of COT with no issues identified. Serial number confirmed matches WO.
⚠️ Problem Description
CUSTOMER REPORTS THAT THIS COT HAS A DUPLICATE SERIAL NUMBER. PLEASE LOCATE UDI LABEL ON THIS COT. TAKE A PICTURE OF THE EXISTING UDI LABEL. IF THE UDI REFLECTS THE ACURATE SN (22S025351) THE UDI LABEL CAN REMAIN AS IS. PLEASE REMOVE THE SN NUMBER PLATE WITH DUPLICATE SN (22S025352) AND REPLACE IT WITH THE NEW SN LABEL PROVIDED, WITH ACURATE SN - 22S025351. TAKE ANOTHER PICTURE CONFIRMING THAT THE SN NOW MATCHES THE UDI. SEND SERIAL NUMBER PLATE BACK TO FERNO WITH PARTS RETURN. PLEASE REPLACE WORN WHEELS AND PERFORM PM. PARTS ARE BEING SENT FOR WHEEL REPLACEMENT. IF MORE PARTS ARE NEEDED FOR REPAIR, PLEASE CONTACT SERVICE@FERNO.COM
📄 Description
Ferno Power X1 Power Cot

Timeline

📞
Case Linked Oct 24, 11:29 AM
Case Number: 00538139
Subject: PCS2501813.MEDCARE
Status: Closed
📋
Work Order Created Oct 24, 4:19 PM
Work Order: WO-01311366
Type: Preventive Maintenance
Priority: P3
📅
Status: Ready for Scheduling by Jessica Sells Oct 24, 4:24 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 5m
⏳ 1.9 business days
👷
▶
2 Status: Assigned Oct 27, 4:48 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Abby Jinerson
Technician: Craig Walker
📅
▶
2 Dispatch Scheduled Oct 28, 2:36 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Ben Saur
From: Assigned
To: Scheduled
Duration in Previous: 21h 48m
🆕
Status: Entered by Rhea Berry Oct 28, 2:54 PM
From: Scheduled
To: Entered
Duration in Previous: 18m
📅
Status: Ready for Scheduling by Jessica Sells Oct 28, 3:24 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 29m
🆕
Status: Entered by Rhea Berry Oct 28, 3:38 PM
From: Ready for Scheduling
To: Entered
Duration in Previous: 14m
📅
Status: Ready for Scheduling by Jessica Sells Oct 28, 3:46 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 7m
💵
2x Expenses Added Oct 28, 3:57 PM
Type: Expenses
Status: Open
Qty: 1
👷
▶
4 Technician Assigned Oct 28, 4:28 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled → Status: Scheduled
👷
Status: Assigned by Abby Jinerson
From: Ready for Scheduling
To: Assigned
Duration in Previous: 42m
📅
Dispatch Scheduled by Abby Jinerson
Scheduled For: 2025-11-03T17:00:00.000+0000
🗓️
Status: Scheduled by Abby Jinerson
From: Assigned
To: Scheduled
Duration in Previous: 1m
⏳ 4.9 business days
⏱️
2x Labor Added Nov 3, 7:30 PM
Type: Labor, Travel
Status: Open
Qty: 0.75, 31
🔧
Status: Tech On Site by Craig Walker Nov 4, 8:38 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 6d 17h
🔩
3x Parts Added Nov 4, 10:12 AM
Type: Parts, Travel, Labor
Status: Open
Qty: 4, 10, 0.25
⏱️
Labor Added Nov 4, 1:10 PM
Type: Labor
Status: Open
Qty: 1.25
✔️
Status: Completed by Craig Walker Nov 4, 1:21 PM
From: Tech On Site
To: Completed
Duration in Previous: 4h 43m
🏁
Status: Closed by Craig Walker Nov 4, 7:28 PM
From: Completed
To: Closed
Duration in Previous: 6h 7m
⏳ 2.6 business days
👀
Status: L2 Review by Nancy Suarez Nov 6, 2:16 PM
From: Closed
To: L2 Review
Duration in Previous: 1d 18h
🏁
Status: Closed by Keith Weiss Nov 6, 4:27 PM
From: L2 Review
To: Closed
Duration in Previous: 2h 10m
💵
Status: Billing Review by Nancy Suarez Nov 7, 1:20 PM
From: Closed
To: Billing Review
Duration in Previous: 20h 52m
🚨 23.0 business days
📄
Status: Ready to Bill by Nancy Suarez Dec 12, 4:35 PM
From: Billing Review, Ready to Bill
To: Ready to Bill, Invoice Pending
Duration in Previous: 35d 3h, 0m
💰
Status: Invoiced by Nancy Suarez Dec 12, 4:47 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 11m
🚨 54.9 business days
🧾
Invoice Created Mar 4, 12:08 PM
Invoice Number: SM-249068

Bottlenecks

Ready for Scheduling
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.6 business hours
Assigned
Duration: 1.4 business days (threshold: 4.0 business hours)
Exceeded by 7.2 business hours
Scheduled
Duration: 5.4 business days (threshold: 2.0 business days)
Exceeded by 3.4 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Closed
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.5 business hours
Billing Review
Duration: 22.7 business days (threshold: 2.0 business days)
Exceeded by 20.7 business days

🔗 Related Artifacts

📞
Case 00538139
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Preventive Maintenance
Branch
ERLA - PROD
Technician
Craig Walker
Scheduled
Nov 3, 12:00 PM
Created
Oct 24, 4:19 PM
Invoice #
SM-249068

Work Details (8)

Name Type Status Qty Amount Date
WL-02986743 Expenses Open 1 $0.00 Oct 28, 3:57 PM
WL-02986744 Expenses Open 1 $0.00 Oct 28, 3:57 PM
WL-02994855 Labor Open 0.75 $0.00 Nov 3, 7:30 PM
WL-02994856 Travel Open 31 $54.25 Nov 3, 7:30 PM
WL-02995397 Parts Open 4 $0.00 Nov 4, 10:12 AM
WL-02995398 Travel Open 10 $17.50 Nov 4, 10:12 AM
WL-02995399 Labor Open 0.25 $0.00 Nov 4, 10:12 AM
WL-02995638 Labor Open 1.25 $205.00 Nov 4, 1:10 PM

Details