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← WO Overview

WO-01310669 ↗ ServiceMax

FERNO • Repair • P3

📍 SHREVEPORT FIRE DEPARTMENT (Mansfield Rd.) — 7300 Mansfield Road, Shreveport LA, 71108

Oct 21, 2025 → Nov 14, 2025

✅ Completed
P3 3 business days from creation
Target: Oct 24, 2025
🕐 Clock stopped: Completed (Nov 15)
⏸ 13d excluded (parts wait + holding)
✗ SLA Missed (8d late)
Dispatch 0.0d
Material Management 10.0d
Coordinators 11.1d
Field Work 1.0d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
10.0 days
Coordinators
11.1 days
Over SLA
Field Work
1.0 days
Billing
0.0 days
Created: Oct 21, 2025 Due: Nov 11, 2025 Completed: Nov 15, 2025 (3 days late)
📅
18.3 days Total Age
⏱️
10.0d in Awaiting Parts - Customer Longest Stage
🔄
13 transitions Status Changes
⚠️
6.7d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
2 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

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🎫
Case #00537211
Claim 720 PCS 2501785
Closed
Subject: PCS2501785 SHREVEPORT Job Type: REPAIR Product Id # 1: 0015807 Description: POWER X1 Serial No.: 21S024782 Symptoms:UNINTENTIONAL LOWERING. TEST THE UNIT MAKE SURE THAT THE MANUAL RELEASE IS NOT IN A BIND AND CAUSINGLOWERING. COT IS ALSO NOT RAISING PROPERLY. NEED TO PRESS BUTTONS MULTIPLE TIMES. SENDING LABEL FOR ALLUSED/UNUSED PARTS TO BE RETURNED TO FERNO FOR EVALUATION. Part Id: 0806112 RETURN PARTS: yes Part Id: 2831674 RETURN PARTS: yes Part Id: 0906033 RETURN PARTS: yes
Priority
Standard
Origin
Email
Reason
New Case
Contact
Sonia Hodge
Owner
Shelby Robinson
Created
Oct 21, 2025
Work Orders from this Case (2)
WO-01310669 (current) Invoiced
Repair • Christopher Womack
Created: Oct 21, 2025 • Closed: Nov 14, 2025
WO-01310670 Invoiced
Repair • Christopher Womack
Created: Oct 21, 2025 • Closed: Jan 2, 2026
Completed with minor delays
Invoiced • 205 days old
🚨
Primary Delay 10.0 days stuck in "Awaiting Parts - Customer"
⏱️
Total Delay 6.7 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
1.3d / 1.0d SLA
Awaiting Parts - Customer
10.0d
Assigned
2.3d / 0.5d SLA
Scheduled
7.4d / 2.0d SLA
Reschedule
0.2d / 2.0d SLA
Tech On Site
1.0d / 1.0d SLA
Closed
3.3d / 1.0d SLA
L2 Review
0.2d
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/18 KWeiss, Reviewed pictures and closing w/o for billing review.

11/12 KKelch Sonia called me back to schedule for 11/14 between 9 and 11 am. Customer confirmed. Call logged on WO-01310670

11/12 KKelch called Sonia to reschedule for 11/14 between 9 and 11 am due to urgent HIGI install. Left VM. Call logged on WO-01310670

11/10 KKelch received an email from Ferno that they will be closed for Veterans day, called Sonia to confirm if we needed to reschedule and she asked to be rescheduled for 11/13 between 9 and 11 am. Call logged on WO-01310670

11/6 KKelch called Sonia to schedule for 11/11 between 9 and 11 am. Customer confirmed. Call logged on WO-01310670

10/22/25 AJinerson - Chatter to ASC on WO-01310669 regarding WO assignment.


10/21/2025 SRobinson- Sonia Hodge, 318-673-6725. It went to VM, LM with WO# and advised a coordinator will be reaching out to schedule. 

🔧 Work Performed
On the X1, I removed the damaged backrest cable and installed a new backrest cable. I then adjusted the manual release cable. I cleaned the lower bearings and the slide bars. I reassembled the cot. I function tested the cot and all passed. I retuned the cot to service. NO TRAVEL CAHRGED DUE TO ALREADY BEING ONSITE.
🔍 Technician Findings
On the X1, I arrived and found that the patient left backrest cable was damaged. I then found that the manual release cable was too tight causing the cot to slowly lower. I then found that the lower bearings needed to be clean.
⚠️ Problem Description
Subject: PCS2501785 SHREVEPORT Job Type: REPAIR Product Id # 1: 0015807 Description: POWER X1 Serial No.: 21S024782 Symptoms:UNINTENTIONAL LOWERING. TEST THE UNIT MAKE SURE THAT THE MANUAL RELEASE IS NOT IN A BIND AND CAUSINGLOWERING. COT IS ALSO NOT RAISING PROPERLY. NEED TO PRESS BUTTONS MULTIPLE TIMES. SENDING LABEL FOR ALLUSED/UNUSED PARTS TO BE RETURNED TO FERNO FOR EVALUATION. Part Id: 0806112 RETURN PARTS: yes Part Id: 2831674 RETURN PARTS: yes Part Id: 0906033 RETURN PARTS: yes
📄 Description
Ferno Power X1 Power Cot

Timeline

📞
Case Linked Oct 21, 2:34 PM
Case Number: 00537211
Subject: Claim 720 PCS 2501785
Status: Closed
📋
▶
2 Work Order Created Oct 21, 5:41 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Shelby Robinson
From: Entered
To: Ready for Scheduling
Duration in Previous: 2m
👷
▶
2 Technician Assigned Oct 22, 9:51 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling, Assigned
To: Assigned, Awaiting Parts - Customer
Duration in Previous: 16h 6m, 0m
🚨 10.0 business days
📅
▶
3 Status: Ready for Scheduling Nov 4, 4:48 PM
Status: Ready for Scheduling → Technician Assigned → Status: Assigned
👷
Technician Assigned by Kaitlyn Kelch
Technician: Christopher Womack
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1m
⏳ 2.9 business days
🗓️
▶
2 Status: Scheduled Nov 6, 11:25 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-11-11T15:00:00.000+0000
⏳ 3.0 business days
📅
Dispatch Scheduled by Kaitlyn Kelch Nov 10, 11:42 AM
Scheduled For: 2025-11-13T15:00:00.000+0000
⏳ 3.0 business days
🔄
Status: Reschedule by Kaitlyn Kelch Nov 12, 2:08 PM
From: Scheduled
To: Reschedule
Duration in Previous: 6d 2h
🗓️
▶
2 Status: Scheduled Nov 12, 3:41 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-11-14T15:00:00.000+0000
⏳ 3.0 business days
🔧
Status: Tech On Site by Christopher Womack Nov 14, 9:45 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 18h
🔩
▶
2 2x Parts Added Nov 14, 8:20 PM
2x Parts Added → Status: Completed
✔️
Status: Completed by Christopher Womack
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 10h 34m, 0m
⏳ 2.5 business days
👀
Status: L2 Review by Nancy Suarez Nov 18, 3:22 PM
From: Closed
To: L2 Review
Duration in Previous: 3d 19h
🏁
Status: Closed by Keith Weiss Nov 18, 4:41 PM
From: L2 Review
To: Closed
Duration in Previous: 1h 18m
📄
▶
2 Status: Ready to Bill Nov 19, 12:58 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
🧾
Invoice Created Nov 20, 11:00 AM
Invoice Number: SM-246975

Bottlenecks

Ready for Scheduling
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.3 business hours
Assigned
Duration: 2.3 business days (threshold: 4.0 business hours)
Exceeded by 1.8 business days
Scheduled
Duration: 4.9 business days (threshold: 2.0 business days)
Exceeded by 2.9 business days
Scheduled
Duration: 2.4 business days (threshold: 2.0 business days)
Exceeded by 3.3 business hours
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Closed
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.3 business hours

🔗 Related Artifacts

📞
Case 00537211
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Repair
Branch
ERLA - PROD
Technician
Christopher Womack
Scheduled
Nov 14, 10:00 AM
Created
Oct 21, 5:41 PM
Invoice #
SM-246975

Work Details (2)

Name Type Status Qty Amount Date
WL-03008401 Parts Open 1 $0.00 Nov 14, 8:20 PM
WL-03008402 Labor Open 1 $130.00 Nov 14, 8:20 PM

Details