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WO-01316548 ↗ ServiceMax

TMC Transport • Repair • P7

📍 TMC Transport — 333 17th st, Vero Beach FL, 32960

Nov 20, 2025 → Dec 4, 2025

✅ Completed
P7
SLA Clock
7 business days from creation · Target: Dec 3, 2025
✗ SLA Missed (1 biz days late)
Active: 8 biz days
Budget: 7 biz days
🕐 Clock stopped: Completed (Dec 4, 2025)
SLA Target
▶ Clock Running
Status: Created
Nov 20 → Nov 20, 2025
0 business days (counted)
Running total: 0 of 7 biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 20 → Nov 20, 2025
0 business days (counted)
Running total: 0 of 7 biz days used
2d
▶ Clock Running
Status: Assigned
Nov 20 → Nov 24, 2025
2 business days (counted)
Running total: 2 of 7 biz days used
6d
▶ Clock Running
Status: Scheduled
Nov 24 → Dec 4, 2025
6 business days (counted)
Running total: 8 of 7 biz days used
Created: Nov 20, 2025 Completed: Dec 4, 2025
Business Days Used 8 / 7
0 7d budget +1d over
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Nov 20 → Nov 20 Created ▶ Running 0 0 / 7
Nov 20 → Nov 20 Ready for Scheduling ▶ Running 0 0 / 7
Nov 20 → Nov 24 Assigned ▶ Running 2 2 / 7
Nov 24 → Dec 4 Scheduled ▶ Running 6 8 / 7
Dispatch 0.2d
Coordinators 9.0d
Billing 0.0d
✗ SLA Missed
Dispatch
0.2 days
Coordinators
9.0 days
Over SLA
Billing
0.0 days
Created: Nov 20, 2025 Due: Dec 3, 2025 Completed: Dec 4, 2025 (on time)
📅
8.7 days Total Age
⏱️
6.5d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
8.5d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
8 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00545205
L2 review - EMS. Waiting for Account mgr to create in EBT
Closed
Q-00031205 INX needs repair SN 19S-017468 Customer contacted Ferno and they believe it is the manual release that is having issues. Technician will need to complete the product review,eval,and function test to source the exact issue with the release and determine if any parts will be needed.
Priority
High
Origin
Phone
Reason
New Case
Contact
Amanda McFarlane
Owner
Kimberly Hardison
Created
Nov 19, 2025
Work Orders from this Case (1)
WO-01316548 (current) Invoiced
Repair • Ray Andreu
Created: Nov 20, 2025 • Closed: Dec 4, 2025
Completed with minor delays
Invoiced • 104 days old
🚨
Primary Delay 6.5 days stuck in "Scheduled"
⏱️
Total Delay 8.5 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.2d / 0.5d SLA
Ready for Scheduling
0.1d / 1.0d SLA
Assigned
2.3d / 0.5d SLA
Scheduled
6.5d / 2.0d SLA
Closed
3.3d / 1.0d SLA
L2 Review
0.0d
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/9 KWeiss, Reviewed pictures and closing w/o for billing review.

12/9/25 DPatton - placing in L2 Review (inx cot repair)

11/24/25 AJinerson - Received notice from FSE that this has been scheduled with Amanda for Thursday, 12/4/25.

🔧 Work Performed
Service repair, replace button kit, bottom cover, cable tray lock tabs.
🔍 Technician Findings
Inspect found foot upper button damaged and bottom cover cracked. also missing lock tab to cable covers.
⚠️ Problem Description
Q-00031205 INX needs repair SN 19S-017468 Customer contacted Ferno and they believe it is the manual release that is having issues. Technician will need to complete the product review,eval,and function test to source the exact issue with the release and determine if any parts will be needed. https://www.ebiotrack.com/workorder.php?wo=69858
📄 Description
Ferno iNX Powered Cot

Timeline

📞
Case Linked Nov 19, 11:15 AM
Case Number: 00545205
Subject: L2 review - EMS. Waiting for Account mgr to create in EBT
Status: Closed
⏳ 2.0 business days
📋
Work Order Created Nov 20, 1:32 PM
Work Order: WO-01316548
Type: Repair
Priority: P7
📅
Status: Ready for Scheduling by Kimberly Hardison Nov 20, 3:15 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 1h 42m
👷
▶
2 Technician Assigned Nov 20, 4:22 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Abby Jinerson
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1h 7m
⏳ 3.0 business days
🗓️
▶
2 Status: Scheduled Nov 24, 2:54 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Abby Jinerson
Scheduled For: 2025-12-04T16:00:00.000+0000
⚠️ 7.0 business days
🔩
8x Parts Added Dec 4, 5:24 PM
Type: Parts, Labor, Travel
Status: Open
Qty: 1, 2, 3.6666666666667, 2.9166666666667, 0.91666666666667, 159.9, 158
✔️
Status: Completed by Ramon Andreu Dec 4, 5:37 PM
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 10d 2h, 0m
⏳ 3.8 business days
👀
Status: L2 Review by Diane Patton Dec 9, 11:13 AM
From: Closed
To: L2 Review
Duration in Previous: 4d 17h
🏁
Status: Closed by Keith Weiss Dec 9, 11:36 AM
From: L2 Review
To: Closed
Duration in Previous: 22m
📄
▶
3 Status: Ready to Bill Dec 9, 12:21 PM
Status: Ready to Bill → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🧾
Invoice Created
Invoice Number: SM-248565

Bottlenecks

Assigned
Duration: 2.3 business days (threshold: 4.0 business hours)
Exceeded by 1.8 business days
Scheduled
Duration: 6.5 business days (threshold: 2.0 business days)
Exceeded by 4.5 business days
Closed
Duration: 3.2 business days (threshold: 1.0 business days)
Exceeded by 2.2 business days

🔗 Related Artifacts

📞
Case 00545205
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P7
Type
Repair
Branch
N/A
Technician
Ray Andreu
Scheduled
Dec 4, 11:00 AM
Created
Nov 20, 1:32 PM
Invoice #
SM-248565

Work Details (8)

Name Type Status Qty Amount Date
WL-03026853 Parts Open 1 $192.00 Dec 4, 5:24 PM
WL-03026854 Parts Open 1 $3.00 Dec 4, 5:24 PM
WL-03026855 Parts Open 2 $6.00 Dec 4, 5:24 PM
WL-03026856 Labor Open 3.6666666666667 $500.00 Dec 4, 5:24 PM
WL-03026857 Labor Open 2.9166666666667 $0.00 Dec 4, 5:24 PM
WL-03026858 Labor Open 0.91666666666667 $130.00 Dec 4, 5:24 PM
WL-03026859 Travel Open 159.9 $0.00 Dec 4, 5:24 PM
WL-03026860 Travel Open 158 $0.00 Dec 4, 5:24 PM

Details