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← WO Overview

WO-01337343 ↗ ServiceMax

FERNO • Repair • P3

📍 KENTUCKY ORGAN DONOR AFFIL — 10301 Linn Station Road, Louisville KY, 40223

Jan 12, 2026 → Feb 5, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Jan 15, 2026
✗ SLA Missed (14 biz days late)
Active: 17 biz days
Paused: 1 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Feb 6, 2026)
🏭 Customer Supplied Parts (1)
SLA Target
▶ Clock Running
Status: Created
Jan 12 → Jan 12, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 12 → Jan 12, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
3d
▶ Clock Running
Status: Assigned
Jan 12 → Jan 15, 2026
3 business days (counted)
Running total: 3 of 3 biz days used
⏸ Clock Paused
Status: Awaiting Parts - Customer
Jan 15 → Jan 16, 2026
1 business day (not counted)
0d
▶ Clock Running
Status: Assigned
Jan 16 → Jan 19, 2026
0 business days (counted)
Running total: 3 of 3 biz days used
▶ Clock Running
Status: Entered
Jan 19 → Jan 19, 2026
0 business days (counted)
Running total: 3 of 3 biz days used
10d
▶ Clock Running
Status: On Hold
Jan 19 → Feb 2, 2026
10 business days (counted)
Running total: 13 of 3 biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 2 → Feb 2, 2026
0 business days (counted)
Running total: 13 of 3 biz days used
▶ Clock Running
Status: Assigned
Feb 2 → Feb 2, 2026
0 business days (counted)
Running total: 13 of 3 biz days used
4d
▶ Clock Running
Status: Scheduled
Feb 2 → Feb 6, 2026
4 business days (counted)
Running total: 17 of 3 biz days used
Created: Jan 12, 2026 Completed: Feb 6, 2026
Business Days Used 17 / 3
0 3d budget +14d over
Show SLA Clock Detail (10 periods)
Period Status Clock Biz Days Running Total
Jan 12 → Jan 12 Created ▶ Running 0 0 / 3
Jan 12 → Jan 12 Ready for Scheduling ▶ Running 0 0 / 3
Jan 12 → Jan 15 Assigned ▶ Running 3 3 / 3
Jan 15 → Jan 16 Awaiting Parts - Customer ⏸ Paused 1 —
Jan 16 → Jan 19 Assigned ▶ Running 0 3 / 3
Jan 19 → Jan 19 Entered ▶ Running 0 3 / 3
Jan 19 → Feb 2 On Hold ▶ Running 10 13 / 3
Feb 2 → Feb 2 Ready for Scheduling ▶ Running 0 13 / 3
Feb 2 → Feb 2 Assigned ▶ Running 0 13 / 3
Feb 2 → Feb 6 Scheduled ▶ Running 4 17 / 3
Dispatch 0.0d
Material Management 1.9d
Holding 10.0d (excluded)
Coordinators 7.2d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
1.9 days
Holding (excluded from total)
10.0 days
Coordinators
7.2 days
Over SLA
Billing
0.0 days
Created: Jan 12, 2026 Due: Feb 5, 2026 Completed: Feb 6, 2026 (on time)
📅
17.7 days Total Age
⏱️
10.0d in On Hold Longest Stage
🔄
10 transitions Status Changes
⚠️
6.4d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00557945
FW: Ferno 101-H Table SN 24G-028878
Closed
locking and steering mechanism is worn out. sending new wheels. please return old wheels
Priority
Standard
Origin
Email
Reason
New Case
Contact
MARK PUCKETT
Owner
Sherry Reich
Created
Jan 12, 2026
Work Orders from this Case (1)
WO-01337343 (current) Invoiced
Repair • Scott R Roberts
Created: Jan 12, 2026 • Closed: Feb 5, 2026
Completed with minor delays
Invoiced • 51 days old
🚨
Primary Delay 10.0 days stuck in "On Hold"
⏱️
Total Delay 6.4 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
0.2d / 1.0d SLA
Assigned
3.7d / 0.5d SLA
Awaiting Parts - Customer
1.9d
On Hold
10.0d
Scheduled
3.3d / 2.0d SLA
Closed
3.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/22/26 RBerry-Updated due date based on parts notification on 2/2/26. Removed delay code.


2/2/26 NatoshaB - re: parts, Julie/Ferno confirmed: Yes, the other wheel was delivered to Scott Roberts on Friday. I removed esc to AM and updated WO status to RFS. ASC to confirm w/FSE if needed.


2/2/26 NatoshaB - updated POC info from attachment info to existing POC info this claim was created from (see case 00556910). Contact is Robert Winter. Also emailed Ferno for parts tracking.


1/19/2026 CRamen returning to dispatch, placing On Hold and escalating to AM


1/16/2026 Sramen -Received email from FSE with packing list. Updated status so this can be scheduled. Due date already updated.

1/15/2026 Sramen - received teams message stating Ferno has not shipped parts yet. Updated status and pushed out the due date a week.

1/15/2026 Sramen - teams message to L1 to check on parts for this Ferno WO.


1/13/2025 CRamen left a vm for Mark to return call to schedule for Thursday 1/15/2026.


1/12/2025 CRamen left a vm for Mark to return call to schedule for Thursday 1/15/2026


1/12/26 SReich - First call went through the operator, they transferred me to someone else, sounded like she was not familiar with his name. Call was disconnected. Second call, chose option to dial by name, option 3, then 2, typed in 627 for Mark and left a vm.  

🔧 Work Performed
replaced 3 swivel lock casters and 1 directional lock swivel caster
🔍 Technician Findings
Brakes will not stay locked; when bumped the locks release on there own
⚠️ Problem Description
locking and steering mechanism is worn out. sending new wheels. please return old wheels
📄 Description
Ferno Model 101-H Embalming Table

Timeline

📞
Case Linked Jan 12, 9:22 AM
Case Number: 00557945
Subject: FW: Ferno 101-H Table SN 24G-028878
Status: Closed
📋
Work Order Created Jan 12, 1:55 PM
Work Order: WO-01337343
Type: Repair
Priority: P3
📅
Status: Ready for Scheduling by Sherry Reich Jan 12, 2:05 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 10m
👷
▶
2 Technician Assigned Jan 12, 2:45 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Charles Ramen
From: Ready for Scheduling
To: Assigned
Duration in Previous: 40m
⏳ 3.0 business days
📦
Parts Requested Jan 14, 2:44 PM
Order: 00088291
Status: Closed
👤
Status: Awaiting Parts - Customer by Stephanie Ramen Jan 15, 11:34 AM
From: Assigned
To: Awaiting Parts - Customer
Duration in Previous: 2d 20h
⏳ 2.0 business days
👷
Status: Assigned by Stephanie Ramen Jan 16, 5:46 PM
From: Awaiting Parts - Customer
To: Assigned
Duration in Previous: 1d 6h
⏳ 0.8 business days
🆕
Status: Entered by Charles Ramen Jan 19, 11:02 AM
From: Assigned, Entered
To: Entered, On Hold
Duration in Previous: 2d 17h, 0m
🚨 10.0 business days
📅
Status: Ready for Scheduling by Natosha Beierschmitt Feb 2, 3:33 PM
From: On Hold
To: Ready for Scheduling
Duration in Previous: 14d 4h
👷
▶
3 Technician Assigned Feb 2, 4:29 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Charles Ramen
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 56m, 0m
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2026-02-05T15:00:00.000+0000
⏳ 3.9 business days
🔩
5x Parts Added Feb 5, 2:14 PM
Type: Parts, Labor, Travel
Status: Open
Qty: 1, 3, 2, 0.083333333333333, 121
⏱️
▶
2 Labor Added Feb 5, 7:16 PM
Labor Added → Status: Completed
✔️
Status: Completed by Scott Roberts
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 3d 2h, 0m
⏳ 3.6 business days
📄
▶
2 Status: Ready to Bill Feb 10, 4:50 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
⚠️ 7.9 business days
🧾
Invoice Created Feb 22, 10:33 PM
Invoice Number: SM-253530

Bottlenecks

Assigned
Duration: 3.5 business days (threshold: 4.0 business hours)
Exceeded by 3.0 business days
Scheduled
Duration: 3.3 business days (threshold: 2.0 business days)
Exceeded by 1.3 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00557945
Closed
📦
Parts Order 00088291
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Repair
Branch
ERLA - PROD
Technician
Scott R Roberts
Scheduled
Feb 5, 10:00 AM
Created
Jan 12, 1:55 PM
Invoice #
SM-253530

Work Details (6)

Name Type Status Qty Amount Date
WL-03093362 Parts Open 1 $0.00 Feb 5, 2:14 PM
WL-03093363 Parts Open 3 $0.00 Feb 5, 2:14 PM
WL-03093364 Labor Open 2 $0.00 Feb 5, 2:14 PM
WL-03093365 Labor Open 0.083333333333333 $32.50 Feb 5, 2:14 PM
WL-03093367 Travel Open 121 $211.75 Feb 5, 2:14 PM
WL-03094157 Labor Open 5.1666666666667 $682.50 Feb 5, 7:16 PM

Details