Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01326658 ↗ ServiceMax

FERNO • Repair • P3

📍 TIMOTHY R BORDEN ENTERPRIS — 4515 PRODUCE RD., LOUISVILLE, KY, 40218

Dec 15, 2025 → Dec 17, 2025

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Dec 18, 2025
✓ SLA Met
Active: 3 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Dec 18, 2025)
SLA Target
▶ Clock Running
Status: Created
Dec 15 → Dec 15, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
1d
▶ Clock Running
Status: Ready for Scheduling
Dec 15 → Dec 16, 2025
1 business day (counted)
Running total: 1 of 3 biz days used
▶ Clock Running
Status: Assigned
Dec 16 → Dec 16, 2025
0 business days (counted)
Running total: 1 of 3 biz days used
2d
▶ Clock Running
Status: Scheduled
Dec 16 → Dec 18, 2025
2 business days (counted)
Running total: 3 of 3 biz days used
Created: Dec 15, 2025 Completed: Dec 18, 2025
Business Days Used 3 / 3
0 3d budget
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Dec 15 → Dec 15 Created ▶ Running 0 0 / 3
Dec 15 → Dec 16 Ready for Scheduling ▶ Running 1 1 / 3
Dec 16 → Dec 16 Assigned ▶ Running 0 1 / 3
Dec 16 → Dec 18 Scheduled ▶ Running 2 3 / 3
Dispatch 0.0d
Coordinators 3.5d
Billing 0.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
3.5 days
Over SLA
Billing
0.0 days
Created: Dec 15, 2025 Due: Dec 18, 2025 Completed: Dec 18, 2025 (on time)
📅
2.7 days Total Age
⏱️
8.0d in Closed Longest Stage
🔄
6 transitions Status Changes
⚠️
7.4d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00551845
PCS2502095 BORDEN
Closed
LEGS WILL NOT STAY LOCKED. NO PARTS AT THIS TIME. PLEASE EVALUATE STRETCHER AND LET US KNOW IF YOU NEED ANY PARTS
Priority
Standard
Origin
Email
Reason
New Case
Contact
TIM BORDEN
Owner
Kimberly Hardison
Created
Dec 15, 2025
Work Orders from this Case (1)
WO-01326658 (current) Invoiced
Repair • Scott R Roberts
Created: Dec 15, 2025 • Closed: Dec 17, 2025
Completed with minor delays
Invoiced • 79 days old
🚨
Primary Delay 8.0 days stuck in "Closed"
⏱️
Total Delay 7.4 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
1.4d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
2.1d / 2.0d SLA
Closed
8.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/17/25 SR -- unable to attach the serial number to this work order; SN-24G-028089 states I hit a SNAG when trying to input the number into the component

12/16/2025 CRamen spoke with LT and scheduled for tomorrow Wednesday 12/17/2025 with tech arrival between 1-3pm.


12/15 KHardison - Spoke to Chad regarding WO. Advised that a coordinator will call for scheduling. 

🔧 Work Performed
removed dirty contaminated grease from I-Beam and working parts; lubed springs and moving pieces and regreased I-Beam; Completed testing scenarios to verify proper operation
🔍 Technician Findings
cot has excessive grease on I-beam; unable to duplicate the issue
⚠️ Problem Description
LEGS WILL NOT STAY LOCKED. NO PARTS AT THIS TIME. PLEASE EVALUATE STRETCHER AND LET US KNOW IF YOU NEED ANY PARTS 24 COT W/FOOTREST 24G028089
📄 Description
Ferno Model 24 Multi-Level, One Man® Mortuary Cot

Timeline

📞
Case Linked Dec 15, 3:40 PM
Case Number: 00551845
Subject: PCS2502095 BORDEN
Status: Closed
📋
Work Order Created Dec 15, 4:05 PM
Work Order: WO-01326658
Type: Repair
Priority: P3
📅
Status: Ready for Scheduling by Kimberly Hardison Dec 15, 4:10 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 5m
👷
▶
4 Status: Assigned Dec 16, 1:02 PM
Status: Assigned → Technician Assigned → Status: Scheduled → Dispatch Scheduled
👷
Technician Assigned by Charles Ramen
Technician: Scott R Roberts
🗓️
Status: Scheduled by Charles Ramen
From: Assigned
To: Scheduled
Duration in Previous: 1m
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2025-12-17T18:00:00.000+0000, 2025-12-17T17:30:00.000+0000
⏳ 2.0 business days
⏱️
▶
2 6x Labor Added Dec 17, 9:48 PM
6x Labor Added → Status: Completed
✔️
Status: Completed by Scott Roberts
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 1d 8h, 0m
⚠️ 8.3 business days
📄
▶
3 Status: Ready to Bill Dec 30, 4:38 PM
Status: Ready to Bill → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
🧾
Invoice Created
Invoice Number: SM-250164

Bottlenecks

Ready for Scheduling
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 2.8 business hours
Scheduled
Duration: 2.1 business days (threshold: 2.0 business days)
Exceeded by 0.8 business hours
Closed
Duration: 8.0 business days (threshold: 1.0 business days)
Exceeded by 7.0 business days

🔗 Related Artifacts

📞
Case 00551845
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Repair
Branch
ERLA - PROD
Technician
Scott R Roberts
Scheduled
Dec 17, 12:30 PM
Created
Dec 15, 4:05 PM
Invoice #
SM-250164

Work Details (6)

Name Type Status Qty Amount Date
WL-03041377 Labor Open 3.0166666666667 $0.00 Dec 17, 9:48 PM
WL-03041378 Labor Open 0.23333333333333 $32.50 Dec 17, 9:48 PM
WL-03041379 Labor Open 1.25 $162.50 Dec 17, 9:48 PM
WL-03041380 Labor Open 2.5 $0.00 Dec 17, 9:48 PM
WL-03041381 Travel Open 155 $467.25 Dec 17, 9:48 PM
WL-03041382 Travel Open 112 $0.00 Dec 17, 9:48 PM

Details