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← WO Overview

WO-01337670 ↗ ServiceMax

FERNO • Preventive Maintenance • PSM

📍 SOUTH HOLLAND, VILLAGE OF — 16230 WAUSAU AVE, SOUTH HOLLAND IL, 60473

Jan 13, 2026 → Jan 22, 2026

✅ Completed
PSM
SLA Clock
Last business day of January 2026 · Target: Jan 30, 2026
✓ SLA Met (6 biz days early)
Active: 6 biz days
🕐 Clock stopped: Completed (Jan 22, 2026)
▶ Clock Running
Status: Created
Jan 13 → Jan 13, 2026
0 business days (counted)
Running total: 0 of ? biz days used
2d
▶ Clock Running
Status: Ready for Scheduling
Jan 13 → Jan 15, 2026
2 business days (counted)
Running total: 2 of ? biz days used
3d
▶ Clock Running
Status: Assigned
Jan 15 → Jan 21, 2026
3 business days (counted)
Running total: 5 of ? biz days used
1d
▶ Clock Running
Status: Scheduled
Jan 21 → Jan 22, 2026
1 business day (counted)
Running total: 6 of ? biz days used
▶ Clock Running
Status: Tech On Site
Jan 22 → Jan 22, 2026
0 business days (counted)
Running total: 6 of ? biz days used
Created: Jan 13, 2026 Completed: Jan 22, 2026
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Jan 13 → Jan 13 Created ▶ Running 0 0
Jan 13 → Jan 15 Ready for Scheduling ▶ Running 2 2
Jan 15 → Jan 21 Assigned ▶ Running 3 5
Jan 21 → Jan 22 Scheduled ▶ Running 1 6
Jan 22 → Jan 22 Tech On Site ▶ Running 0 6
Dispatch 0.0d
Coordinators 7.3d
Field Work 0.0d
Billing 1.3d
✓ SLA Met
Dispatch
0.0 days
Coordinators
7.3 days
Over SLA
Field Work
0.0 days
Billing
1.3 days
Created: Jan 13, 2026 Due: Mar 16, 2026 Completed: Jan 22, 2026 (53 days early)
📅
6.2 days Total Age
⏱️
3.5d in Assigned Longest Stage
🔄
9 transitions Status Changes
⚠️
5.6d 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 #00558632
PCS2600056.SOUTHHOLLAND Contact: Ron 7083725762
Closed
SN 25C215853 CUSTOMER DUE FOR PM. NO PARTS ARE BEING SENT AT THIS TIME. IF PARTS ARE NEEDED, PLEASE CONTACTSERVICE@FERNO.COM SN 23C198865 CUSTOMER IS BEING GIVEN A COURTESY PM. NO PARTS ARE BEING SENT AT THIS TIME. IF PARTS ARE NEEDED FOR REPAIR,PLEASE ARRANGE WITH THE CUSTOMER. SN 23C194159 CUSTOMER IS BEING GIVEN A COURTESY PM. NO PARTS ARE BEING SENT AT THIS TIME. IF PARTS ARE NEEDED FOR REPAIR,PLEASE ARRANGE WITH THE CUSTOMER. SN 23C200959 ***PART RETURN IS REQUIRED IF RMA IS NOT IN BOX, Email ferno@emsar.com for label*** COURTESY REPAIR. WHEEL LOCKS A BROKEN AND THE PT LEFT BOLT FELL OUT OF THE FRAME THAT SUPPORTS THE SEAT.PARTS ARE BEING SHIPPED FOR REPAIR. IF MORE PARTS ARE NEEDED FOR REPAIR, PLEASE CONTACT SERVICE@FERNO.COM Part ID: 0906100 Return Parts: Yes 1.00 KIT WHEEL LOCK ASSY Part ID: 1600433 Return Parts: Yes 1.00 SLEEVE BEARING FLANGE 8X12MM Part ID: 1600838 Return Parts: Yes 1.00 M8X1.25X20.00 BHSCS ST ZSB PP Part ID: 1600815 Return Parts: Yes 1.00 .505X.750X.032 FW NY BLK
Priority
Standard
Origin
Email
Reason
New Case
Contact
Kirsten Walls
Owner
Sherry Reich
Created
Jan 13, 2026
Work Orders from this Case (4)
WO-01337668 Invoiced
Preventive Maintenance • Chris Galasso
Created: Jan 13, 2026 • Closed: Jan 22, 2026
WO-01337670 (current) Invoiced
Preventive Maintenance • Chris Galasso
Created: Jan 13, 2026 • Closed: Jan 22, 2026
WO-01337673 Invoiced
Preventive Maintenance • Chris Galasso
Created: Jan 13, 2026 • Closed: Jan 22, 2026
WO-01337674 Invoiced
Repair • Chris Galasso
Created: Jan 13, 2026 • Closed: Jan 22, 2026
Completed with minor delays
Invoiced • 50 days old
🚨
Primary Delay 3.5 days stuck in "Assigned"
⏱️
Total Delay 5.6 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
2.2d / 1.0d SLA
Assigned
3.5d / 0.5d SLA
Scheduled
1.6d / 2.0d SLA
Tech On Site
0.0d / 1.0d SLA
Closed
2.4d / 1.0d SLA
Billing Review
1.3d / 2.0d SLA
Ready to Bill
0.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1/26/26 NSuarez All 4 WO on customer portal are listed as Repair yet this 3 WO on our end are listed as PM yet have labor and not PM as work performed WO-01337670, WO-01337668, WO-01337673 All 3 WO are listed as PM, This is the only one listed as Repair WO-01337674

1/21/26 RBerry- Spoke with Ronald Kalkowski, scheduled for 1/22/26 with arrival time between 11AM-1PM. States the parts will be with him or the Lt on shift. See logged call on WO-01337674


1/16/26 RBerry- Chattered on WO-01337674: @Natosha Beierschmitt​ @Lauren Oberg​ Following up on this. Can you please assist with getting an update on the tracking for these parts? We have a technician traveling into this area next week and we would like to schedule these while he is there. Thank you! @Matthew Bateman​ @Melissa Owens​ @Lawrence Yoder​ @Charles Ramen​ 


1/16/26 RBerry- Spoke with Ronald Kalkowski, asked if he has received tracking or parts for this repair. States he has not. Advised that as soon as we receive tracking we will reach out to schedule. See logged call on WO-01337674


1/15/26 RBerry- Chattered on WO-01337674: @Lauren Oberg​ @Natosha Beierschmitt​ Can you assist with getting an update on the tracking for these parts?


Looking to send CGalasso to this repair and PM but need tracking to schedule and determine if parts will arrive onsite in time. Cannot schedule PMs until parts for repair WO-01337674 have shipped.


1/13/26 SReich - Spoke to Ronald, gave him the WO # and told him someone would be reaching out to schedule.  (Phone # on the PCS is incorrect, number listed on the WO is correct)


1/13/26 SReich - Spoke to Ronald, gave him the WO # and told him someone would be reaching out to schedule.  (Phone # on the PCS is incorrect, number listed on the WO is correct)

🔧 Work Performed
TIGHTENED BOLT; PERFORMED PREVENTATIVE MAINTENANCE INSPECTION TO INCLUDE CLEANING AND LUBRICATION WHERE NEEDED; ALL TESTS PASS
🔍 Technician Findings
LOOSE BOLT AT LOWER FOOT CROSSBAR PL
⚠️ Problem Description
SN 23C198865 CUSTOMER IS BEING GIVEN A COURTESY PM. NO PARTS ARE BEING SENT AT THIS TIME. IF PARTS ARE NEEDED FOR REPAIR,PLEASE ARRANGE WITH THE CUSTOMER.
📄 Description
Ferno Transcend Series Stair Chair W/POWERTRAXX

Timeline

📞
Case Linked Jan 13, 2:18 PM
Case Number: 00558632
Subject: PCS2600056.SOUTHHOLLAND Contact: Ron 7083725762
Status: Closed
📋
▶
2 Work Order Created Jan 13, 5:02 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
⏳ 2.9 business days
👷
▶
2 Technician Assigned Jan 15, 3:04 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Rhea Berry
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1d 22h
⏳ 4.0 business days
🗓️
▶
2 Status: Scheduled Jan 21, 2:04 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Rhea Berry
Scheduled For: 2026-01-22T18:30:00.000+0000
⏳ 2.0 business days
🔧
Status: Tech On Site by Chris Galasso Jan 22, 3:40 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 1h
⏱️
▶
2 Labor Added Jan 22, 3:53 PM
Labor Added → Status: Completed
✔️
Status: Completed by Chris Galasso
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 13m, 0m
⏳ 3.0 business days
💵
Status: Billing Review by Nancy Suarez Jan 26, 4:38 PM
From: Closed
To: Billing Review
Duration in Previous: 4d 0h
📄
▶
2 Status: Ready to Bill Jan 27, 12:50 PM
Status: Ready to Bill → Status: Invoice Pending
📨
Status: Invoice Pending by Nancy Suarez
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 4m
💰
Status: Invoiced by Nancy Suarez Jan 27, 12:58 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 3m
🚨 12.0 business days
🧾
Invoice Created Feb 11, 10:36 AM
Invoice Number: SM-252325

Bottlenecks

Ready for Scheduling
Duration: 2.2 business days (threshold: 1.0 business days)
Exceeded by 1.2 business days
Assigned
Duration: 3.5 business days (threshold: 4.0 business hours)
Exceeded by 3.0 business days
Closed
Duration: 2.4 business days (threshold: 1.0 business days)
Exceeded by 1.4 business days

🔗 Related Artifacts

📞
Case 00558632
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Preventive Maintenance
Branch
ERLA - PROD
Technician
Chris Galasso
Scheduled
Jan 22, 1:30 PM
Created
Jan 13, 5:02 PM
Invoice #
SM-252325

Work Details (1)

Name Type Status Qty Amount Date
WL-03075429 Labor Open 0.75 $175.00 Jan 22, 3:53 PM

Details