Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01313516 ↗ ServiceMax

FERNO • Repair • P3

📍 CITY OF WEST DES MOINES — 8055 MILLS CIVIC PARKWAY, WEST DES MOINES, IA, 50266

Nov 6, 2025 → Nov 14, 2025

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Nov 12, 2025
✗ SLA Missed (2 biz days late)
Active: 5 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Nov 14, 2025)
SLA Target
▶ Clock Running
Status: Created
Nov 6 → Nov 6, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
1d
▶ Clock Running
Status: Ready for Scheduling
Nov 6 → Nov 7, 2025
1 business day (counted)
Running total: 1 of 3 biz days used
1d
▶ Clock Running
Status: Assigned
Nov 7 → Nov 11, 2025
1 business day (counted)
Running total: 2 of 3 biz days used
2d
▶ Clock Running
Status: Scheduled
Nov 11 → Nov 13, 2025
2 business days (counted)
Running total: 4 of 3 biz days used
1d
▶ Clock Running
Status: Tech On Site
Nov 13 → Nov 14, 2025
1 business day (counted)
Running total: 5 of 3 biz days used
Created: Nov 6, 2025 Completed: Nov 14, 2025
Business Days Used 5 / 3
0 3d budget +2d over
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Nov 6 → Nov 6 Created ▶ Running 0 0 / 3
Nov 6 → Nov 7 Ready for Scheduling ▶ Running 1 1 / 3
Nov 7 → Nov 11 Assigned ▶ Running 1 2 / 3
Nov 11 → Nov 13 Scheduled ▶ Running 2 4 / 3
Nov 13 → Nov 14 Tech On Site ▶ Running 1 5 / 3
Dispatch 0.0d
Coordinators 5.5d
Field Work 1.4d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
5.5 days
Over SLA
Field Work
1.4 days
Over SLA
Billing
0.0 days
Created: Nov 6, 2025 Due: Nov 11, 2025 Completed: Nov 14, 2025 (2 days late)
📅
5.5 days Total Age
⏱️
2.1d in Closed Longest Stage
🔄
8 transitions Status Changes
⚠️
3.5d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
9 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 Kevin Cox — scheduling delays attributed to technician, not coordinators
Visit 1 Nov 13, 2025
Visit 2 Nov 14, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00541662
PCS2501884
Closed
WHEEL CAME OFF CHAIR. SENDING NEW WHEEL. PLEASE RETURN OLD WHEEL. Part Id: RETURN PARTS QtyPart Description: Unit Price Claim Amount Approved 0906098 Yes 0.00KIT STAIR CHAIR SWIVEL WHEEL 0.00 0.00 0.00 Total Parts 0.00 0.00
Priority
Standard
Origin
Email
Reason
New Case
Contact
CAROLYN JOHNSON
Owner
Jessica Sells
Created
Nov 6, 2025
Work Orders from this Case (1)
WO-01313516 (current) Invoiced
Repair • Kevin Cox
Created: Nov 6, 2025 • Closed: Nov 14, 2025
Completed with minor delays
Invoiced • 118 days old
🚨
Primary Delay 2.1 days stuck in "Closed"
⏱️
Total Delay 3.5 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
1.5d / 1.0d SLA
Assigned
2.0d / 0.5d SLA
Scheduled
2.0d / 2.0d SLA
Tech On Site
1.4d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.1d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/11 KKelch called Carolyn to schedule for 11/13 between 9 and 11 am. Customer confirmed. 

11/7 KKelch called Carolyn to schedule for 11/11 between 9 and 11 am. Left VM.

11/6/2025 CRamen per LYoder to send to KKelch for Blake/Kevin. Sent in Safe Zone


11/6/2025jsells

left a voicemail with the WO# and told them a coordinator will call them to schedule the visit

🔧 Work Performed
replaced the front caster and performed functional test unit is working properly
🔍 Technician Findings
found that the front caster fell off and needs to be replaced
⚠️ Problem Description
WHEEL CAME OFF CHAIR. SENDING NEW WHEEL. PLEASE RETURN OLD WHEEL. Part Id: RETURN PARTS QtyPart Description: Unit Price Claim Amount Approved 0906098 Yes 0.00KIT STAIR CHAIR SWIVEL WHEEL 0.00 0.00 0.00 Total Parts 0.00 0.00
📄 Description
Ferno Transcend Series Stair Chair W/POWERTRAXX

Timeline

📞
Case Linked Nov 6, 11:14 AM
Case Number: 00541662
Subject: PCS2501884
Status: Closed
📋
▶
2 Work Order Created Nov 6, 2:58 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 3m
👷
▶
2 Technician Assigned Nov 7, 9:23 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 18h 22m
⏳ 2.0 business days
🗓️
▶
2 Status: Scheduled Nov 11, 10:19 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-11-13T15:00:00.000+0000
💵
2x Expenses Added Nov 11, 12:18 PM
Type: Expenses
Status: Open
Qty: 1
⏳ 2.0 business days
🔧
Status: Tech On Site by Kevin Cox Nov 13, 3:28 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 5h
⏳ 2.0 business days
⏱️
▶
3 7x Labor Added Nov 14, 6:08 PM
7x Labor Added → Status: Completed → Status: Closed
✔️
Status: Completed by Kevin Cox
From: Tech On Site
To: Completed
Duration in Previous: 1d 2h
🏁
Status: Closed by Kevin Cox
From: Completed
To: Closed
Duration in Previous: 1m
⏳ 2.7 business days
📄
▶
2 Status: Ready to Bill Nov 18, 3:17 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
⏳ 2.0 business days
🧾
Invoice Created Nov 19, 9:13 PM
Invoice Number: SM-246892

Bottlenecks

Ready for Scheduling
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 4.0 business hours
Assigned
Duration: 2.0 business days (threshold: 4.0 business hours)
Exceeded by 1.5 business days
Tech On Site
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.5 business hours
Closed
Duration: 2.1 business days (threshold: 1.0 business days)
Exceeded by 1.1 business days

🔗 Related Artifacts

📞
Case 00541662
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Repair
Branch
ERLA - PROD
Technician
Kevin Cox
Scheduled
Nov 13, 10:00 AM
Created
Nov 6, 2:58 PM
Invoice #
SM-246892

Work Details (9)

Name Type Status Qty Amount Date
WL-03003253 Expenses Open 1 $0.00 Nov 11, 12:18 PM
WL-03003254 Expenses Open 1 $0.00 Nov 11, 12:18 PM
WL-03008147 Labor Open 6 $0.00 Nov 14, 6:08 PM
WL-03008148 Labor Open 0.33333333333333 $65.00 Nov 14, 6:08 PM
WL-03008149 Labor Open 0.25 $0.00 Nov 14, 6:08 PM
WL-03008150 Labor Open 6.25 $0.00 Nov 14, 6:08 PM
WL-03008151 Travel Open 334 $586.25 Nov 14, 6:08 PM
WL-03008152 Travel Open 1 $0.00 Nov 14, 6:08 PM
WL-03008153 Travel Open 334 $0.00 Nov 14, 6:08 PM

Details