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WO-01327023 ↗ ServiceMax

FERNO • Preventive Maintenance • PSM

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

Dec 17, 2025 → Jan 14, 2026

✅ Completed
PSM
SLA Clock
Last business day of December 2025 · Target: Dec 31, 2025
✗ SLA Missed (8 biz days late)
Active: 18 biz days
🕐 Clock stopped: Completed (Jan 14, 2026)
▶ Clock Running
Status: Created
Dec 17 → Dec 17, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Dec 17 → Dec 17, 2025
0 business days (counted)
Running total: 0 of ? biz days used
12d
▶ Clock Running
Status: Assigned
Dec 17 → Jan 6, 2026
12 business days (counted)
Running total: 12 of ? biz days used
6d
▶ Clock Running
Status: Scheduled
Jan 6 → Jan 14, 2026
6 business days (counted)
Running total: 18 of ? biz days used
▶ Clock Running
Status: Tech On Site
Jan 14 → Jan 14, 2026
0 business days (counted)
Running total: 18 of ? biz days used
Created: Dec 17, 2025 Completed: Jan 14, 2026
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Dec 17 → Dec 17 Created ▶ Running 0 0
Dec 17 → Dec 17 Ready for Scheduling ▶ Running 0 0
Dec 17 → Jan 6 Assigned ▶ Running 12 12
Jan 6 → Jan 14 Scheduled ▶ Running 6 18
Jan 14 → Jan 14 Tech On Site ▶ Running 0 18
Dispatch 0.0d
Coordinators 19.1d
Field Work 0.6d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
19.1 days
Over SLA
Field Work
0.6 days
Created: Dec 17, 2025 Due: Feb 17, 2026 Completed: Jan 14, 2026 (34 days early)
📅
18.9 days Total Age
⏱️
12.7d in Assigned Longest Stage
🔄
9 transitions Status Changes
⚠️
17.8d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
1 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00552260
PCS2502102.WDM, Contact: Carolyn Johnson
Closed
CUSTOMER IS BEING PROVIDED A PM AS A COURTESY. NO PARTS ARE BEING SENT AT THIS TIME.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Kirsten Walls
Owner
Jessica Sells
Created
Dec 16, 2025
Work Orders from this Case (3)
WO-01327020 Invoiced
Preventive Maintenance • Thomas J Langenberg Jr
Created: Dec 17, 2025 • Closed: Jan 14, 2026
WO-01327022 Invoiced
Preventive Maintenance • Thomas J Langenberg Jr
Created: Dec 17, 2025 • Closed: Jan 14, 2026
WO-01327023 (current) Invoiced
Preventive Maintenance • Thomas J Langenberg Jr
Created: Dec 17, 2025 • Closed: Jan 14, 2026
Completed with significant delays
Invoiced • 77 days old
🚨
Primary Delay 12.7 days stuck in "Assigned"
⏱️
Total Delay 17.8 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
0.2d / 1.0d SLA
Assigned
12.7d / 0.5d SLA
Scheduled
6.2d / 2.0d SLA
Tech On Site
0.0d / 1.0d SLA
Completed
0.6d / 1.0d SLA
Closed
2.3d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1/6 KKelch called Carolyn to schedule for 1/14 between 12 and 2 pm. Customer confirmed. Call logged on WO-01316820

1/6/26 NatoshaB - Per Ferno, " To close out our escalation we are looking to confirm the PMs are completed for their Transcend chairs and to confirm the repairs they made to the front wheels are complete/operating within our specifications. They are cot care trained and the parts were sent to them last month to complete the repairs."


12/17/25 NatoshaB - Ferno approved billing mileage for tech travel (Thomas L Rangenberg) Round trip 438 mi approved.


12/17/2025 CRamen messages LHill and KKelch that this facility usually goes to TLangenberg as he is closer that APage. 

🔧 Work Performed
performed pm and function tested.
🔍 Technician Findings
pm due
⚠️ Problem Description
CUSTOMER IS BEING PROVIDED A PM AS A COURTESY. NO PARTS ARE BEING SENT AT THIS TIME. Tech needs to confirm the repairs site staff made to the front wheels are complete/operating within MFG specifications. Staff is cot care trained and the parts were sent to them last month to complete the repairs.
📄 Description
Ferno Transcend Series Stair Chair W/POWERTRAXX

Timeline

📞
Case Linked Dec 16, 4:20 PM
Case Number: 00552260
Subject: PCS2502102.WDM, Contact: Carolyn Johnson
Status: Closed
📋
▶
2 Work Order Created Dec 17, 11:57 AM
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 Status: Assigned Dec 17, 1:18 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Laura Hill
Technician: Thomas J Langenberg Jr
🚨 13.0 business days
🗓️
▶
2 Status: Scheduled Jan 6, 5:25 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-01-14T18:00:00.000+0000
⚠️ 6.8 business days
🔧
Status: Tech On Site by Thomas Langenberg Jan 14, 11:26 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 7d 18h
⏱️
▶
2 Labor Added Jan 14, 11:32 AM
Labor Added → Status: Completed
✔️
Status: Completed by Thomas Langenberg
From: Tech On Site
To: Completed
Duration in Previous: 7m
🏁
Status: Closed by Thomas Langenberg Jan 14, 4:15 PM
From: Completed
To: Closed
Duration in Previous: 4h 41m
⏳ 3.0 business days
📄
Status: Ready to Bill by Nancy Suarez Jan 19, 12:22 PM
From: Closed
To: Ready to Bill
Duration in Previous: 4d 20h
📨
Status: Invoice Pending by Nancy Suarez Jan 19, 12:33 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 11m
💰
▶
2 Status: Invoiced Jan 19, 12:44 PM
Status: Invoiced → Invoice Created
🧾
Invoice Created
Invoice Number: SM-251629

Bottlenecks

Assigned
Duration: 12.7 business days (threshold: 4.0 business hours)
Exceeded by 12.2 business days
Scheduled
Duration: 6.2 business days (threshold: 2.0 business days)
Exceeded by 4.2 business days
Closed
Duration: 2.3 business days (threshold: 1.0 business days)
Exceeded by 1.3 business days

🔗 Related Artifacts

📞
Case 00552260
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Preventive Maintenance
Branch
ERLA - PROD
Technician
Thomas J Langenberg Jr
Scheduled
Jan 14, 1:00 PM
Created
Dec 17, 11:57 AM
Invoice #
SM-251629

Work Details (1)

Name Type Status Qty Amount Date
WL-03064580 Labor Open 0.25 $175.00 Jan 14, 11:32 AM

Details