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WO-01338932 ↗ ServiceMax

Plano Fire-Rescue • Parts Sale • PSM

📍 Plano Fire-Rescue — 4121 W. Parker Road, Plano TX, 75093

Jan 21, 2026 → Jan 29, 2026

✅ Completed
PSM
SLA Clock
Last business day of January 2026 · Target: Jan 30, 2026
✓ SLA Met (1 biz days early)
Active: 6 biz days
🕐 Clock stopped: Completed (Jan 29, 2026)
▶ Clock Running
Status: Created
Jan 21 → Jan 21, 2026
0 business days (counted)
Running total: 0 of ? biz days used
6d
▶ Clock Running
Status: Assigned
Jan 21 → Jan 29, 2026
6 business days (counted)
Running total: 6 of ? biz days used
⏸ Clock Paused
Status: Awaiting Parts
Jan 29 → Jan 29, 2026
0 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Jan 29 → Jan 29, 2026
0 business days (counted)
Running total: 6 of ? biz days used
▶ Clock Running
Status: Scheduled
Jan 29 → Jan 29, 2026
0 business days (counted)
Running total: 6 of ? biz days used
Created: Jan 21, 2026 Completed: Jan 29, 2026
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Jan 21 → Jan 21 Created ▶ Running 0 0
Jan 21 → Jan 29 Assigned ▶ Running 6 6
Jan 29 → Jan 29 Awaiting Parts ⏸ Paused 0 —
Jan 29 → Jan 29 Ready for Scheduling ▶ Running 0 6
Jan 29 → Jan 29 Scheduled ▶ Running 0 6
Dispatch 0.0d
Material Management 0.0d
Coordinators 6.9d
Field Work 0.0d
Billing 3.1d
✓ SLA Met
Dispatch
0.0 days
Material Management
0.0 days
Coordinators
6.9 days
Over SLA
Field Work
0.0 days
Billing
3.1 days
Created: Jan 21, 2026 Due: Feb 23, 2026 Completed: Jan 29, 2026 (25 days early)
📅
6.9 days Total Age
⏱️
6.9d in Assigned Longest Stage
🔄
10 transitions Status Changes
⚠️
6.4d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
2 lines Work Details
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00552505
L2 review
Closed
Q-00031675 I am requesting a quote for the XRS2400PL package. I am not sure if this is all i need, so i would like to speak with a representative.
Priority
Standard
Origin
Web
Reason
New Case
Contact
Joseph Simmons
Owner
Erin Martin
Created
Dec 17, 2025
Work Orders from this Case (1)
WO-01338932 (current) Invoiced
Parts Sale • Brendan Chaney
Created: Jan 21, 2026 • Closed: Jan 29, 2026
Completed with minor delays
Invoiced • 42 days old
🚨
Primary Delay 6.9 days stuck in "Assigned"
⏱️
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
Assigned
6.9d / 0.5d SLA
Awaiting Parts
0.0d / 3.0d SLA
Scheduled
0.0d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Ready to Bill
0.5d / 1.0d SLA
Billing Review
0.0d / 2.0d SLA
Invoice Pending
0.3d / 2.0d SLA
Invoiced
2.3d

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

DIms: 65"x33"x30" @280lbs

🔧 Work Performed
Assembled XRS-2400PL kit
🔍 Technician Findings
Assembled XRS-2400PL kit
⚠️ Problem Description
Q-00031675 I am requesting a quote for the XRS2400PL package. I am not sure if this is all i need, so i would like to speak with a representative.

Timeline

📞
Case Linked Dec 17, 1:56 PM
Case Number: 00552505
Subject: L2 review
Status: Closed
🚨 23.0 business days
📋
▶
3 Work Order Created Jan 21, 11:29 AM
Work Order Created → Status: Assigned → Technician Assigned
👷
Status: Assigned by Erin Martin
From: Entered
To: Assigned
Duration in Previous: 0m
👷
Technician Assigned by Erin Martin
Technician: Brendan Chaney
⚠️ 7.0 business days
📦
▶
6 Parts Requested Jan 29, 10:11 AM
Parts Requested → Status: Awaiting Parts → Status: Ready for Scheduling → 2x Parts Added → Dispatch Scheduled → Status: Completed
📦
Status: Awaiting Parts by Brendan Chaney
From: Assigned
To: Awaiting Parts
Duration in Previous: 7d 22h
📅
Status: Ready for Scheduling by Brendan Chaney
From: Awaiting Parts, Ready for Scheduling
To: Ready for Scheduling, Scheduled
Duration in Previous: 2m, 0m
🔩
2x Parts Added
Type: Parts, Expenses
Status: Open
Qty: 1
📅
Dispatch Scheduled by Brendan Chaney
Scheduled For: 2026-01-29T17:00:00.000+0000
✔️
Status: Completed by Brendan Chaney
From: Scheduled
To: Completed
Duration in Previous: 1m
🏁
Status: Closed by Brendan Chaney Jan 29, 10:21 AM
From: Completed, Closed
To: Closed, Ready to Bill
Duration in Previous: 5m, 0m
💵
Status: Billing Review by Nancy Suarez Jan 29, 2:03 PM
From: Ready to Bill
To: Billing Review
Duration in Previous: 3h 41m
📄
Status: Ready to Bill by Nancy Suarez Jan 29, 2:24 PM
From: Billing Review, Ready to Bill
To: Ready to Bill, Invoice Pending
Duration in Previous: 21m, 0m
💰
Status: Invoiced by Nancy Suarez Jan 29, 4:14 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 1h 49m
⏳ 3.0 business days
📨
Status: Invoice Pending by Yecenia Campos Feb 2, 11:04 AM
From: Invoiced
To: Invoice Pending
Duration in Previous: 3d 18h
💰
Status: Invoiced by Hannah Shaw Feb 2, 11:26 AM
From: Invoice Pending
To: Invoiced
Duration in Previous: 21m
⚠️ 9.0 business days
🧾
Invoice Created Feb 12, 4:51 PM
Invoice Number: SM-252541

Bottlenecks

Assigned
Duration: 6.9 business days (threshold: 4.0 business hours)
Exceeded by 6.4 business days

🔗 Related Artifacts

📞
Case 00552505
Closed
📦
Parts Order 00089266
Shipped

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Parts Sale
Branch
N/A
Technician
Brendan Chaney
Scheduled
Jan 29, 12:00 PM
Created
Jan 21, 11:29 AM
Invoice #
SM-252541

Work Details (2)

Name Type Status Qty Amount Date
WL-03083099 Parts Open 1 $9,600.00 Jan 29, 10:14 AM
WL-03083100 Expenses Open 1 $250.00 Jan 29, 10:14 AM

Details