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← WO Overview

WO-01311553 ↗ ServiceMax

FERNO • Preventive Maintenance • PSM

📍 FIRTH RURAL FIRE PROTECTION DIST — 100 E SOUTH RAILWAY ST, PANAMA NE, 68419

Oct 27, 2025 → Jan 2, 2026

✅ Completed
PSM Last business day of October 2025
Target: Oct 31, 2025
🕐 Clock stopped: Completed (Dec 18)
✗ SLA Missed (48d late)
Dispatch 0.0d
Coordinators 40.2d
Field Work 0.8d
Billing 2.5d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
40.2 days
Over SLA
Field Work
0.8 days
Billing
2.5 days
Over SLA
Created: Oct 27, 2025 Due: Dec 29, 2025 Completed: Jan 2, 2026 (3 days late)
📅
49.7 days Total Age
⏱️
15.6d in Assigned Longest Stage
🔄
13 transitions Status Changes
⚠️
44.2d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
8 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00538624
PCS2501824.FIRTH
Closed
CUSTOMER DUE FOR PM. NO PARTS ARE BEING SENTAT THIS TIME. IF PARTS ARE NEEDED FOR REPAIR, PLEASE CONTACT SERVICE@FERNO.COM
Priority
Standard
Origin
Email
Reason
New Case
Contact
Jeff Auman
Owner
Sherry Reich
Created
Oct 27, 2025
Work Orders from this Case (1)
WO-01311553 (current) Invoiced
Preventive Maintenance • Thomas J Langenberg Jr
Created: Oct 27, 2025 • Closed: Jan 2, 2026
Completed with significant delays
Invoiced • 199 days old
🚨
Primary Delay 15.6 days stuck in "Assigned"
⏱️
Total Delay 44.2 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
0.0d / 1.0d SLA
Assigned
15.6d / 0.5d SLA
Scheduled
24.6d / 2.0d SLA
Reschedule
0.0d / 2.0d SLA
Tech On Site
0.2d / 1.0d SLA
Completed
0.6d / 1.0d SLA
Closed
9.8d / 1.0d SLA
L2 Review
2.7d
Billing Review
2.5d / 2.0d SLA
Invoice Pending
0.1d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1/2 NSuarez chattered AM to see if lodging was approved.

12/4 KKelch Jeff called me back to reschedule for 12/18 between 12 and 2 pm. Customer confirmed. 

12/4 KKelch called Jeff to reschedule for 12/18 between 12 and 2 pm due to urgent Sono Bello repair in KC. Left VM.

12/3 KKelch Jeff let me know that he's not sure if he'll have someone there, the door code: 2519

11/17 KKelch called Jeff to schedule for 12/3 between 9 and 11 am. Customer confirmed. 

10/27/25 SReich - Left a vm, gave him the WO # and told him someone would be reaching out to schedule.  

🔧 Work Performed
wrong address on the work order. performed the pm and function tested
🔍 Technician Findings
pm due
⚠️ Problem Description
CUSTOMER DUE FOR PM. NO PARTS ARE BEING SENTAT THIS TIME. IF PARTS ARE NEEDED FOR REPAIR, PLEASE CONTACT SERVICE@FERNO.COM
📄 Description
Ferno iNX Powered Cot

Timeline

📞
Case Linked Oct 27, 1:23 PM
Case Number: 00538624
Subject: PCS2501824.FIRTH
Status: Closed
📋
▶
2 Work Order Created Oct 27, 2:43 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 2m
👷
▶
2 Technician Assigned Oct 27, 2:49 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 3m
🚨 16.0 business days
🗓️
▶
2 Status: Scheduled Nov 17, 2:05 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-12-03T15:00:00.000+0000
⚠️ 5.0 business days
📅
Dispatch Scheduled by Kaitlyn Kelch Nov 21, 2:53 PM
Scheduled For: 2025-12-05T15:00:00.000+0000
💵
2x Expenses Added Nov 21, 4:49 PM
Type: Expenses
Status: Open
Qty: 1
⚠️ 9.9 business days
🔄
▶
3 Status: Reschedule Dec 4, 11:22 AM
Status: Reschedule → Status: Scheduled → Dispatch Scheduled
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Reschedule
To: Scheduled
Duration in Previous: 2m
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-12-18T18:00:00.000+0000
🚨 11.0 business days
🔧
Status: Tech On Site by Thomas Langenberg Dec 18, 1:14 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 14d 1h
🚗
▶
2 Travel Added Dec 18, 2:50 PM
Travel Added → Status: Completed
✔️
Status: Completed by Thomas Langenberg
From: Tech On Site
To: Completed
Duration in Previous: 1h 36m
🚗
2x Travel Added Dec 18, 5:53 PM
Type: Travel, Expenses
Status: Open
Qty: 72, 1
⏱️
▶
2 3x Labor Added Dec 18, 7:47 PM
3x Labor Added → Status: Closed
🏁
Status: Closed by Thomas Langenberg
From: Completed
To: Closed
Duration in Previous: 4h 59m
⚠️ 9.5 business days
👀
Status: L2 Review by Nancy Suarez Dec 31, 1:47 PM
From: Closed
To: L2 Review
Duration in Previous: 12d 17h
⏳ 3.0 business days
🏁
Status: Closed by Joseph Whalen Jan 2, 8:38 AM
From: L2 Review
To: Closed
Duration in Previous: 1d 18h
💵
Status: Billing Review by Nancy Suarez Jan 2, 3:05 PM
From: Closed
To: Billing Review
Duration in Previous: 6h 27m
⏳ 3.0 business days
📄
Status: Ready to Bill by Nancy Suarez Jan 6, 2:08 PM
From: Billing Review, Ready to Bill
To: Ready to Bill, Invoice Pending
Duration in Previous: 3d 23h, 0m
💰
▶
2 Status: Invoiced Jan 6, 2:34 PM
Status: Invoiced → Invoice Created
🧾
Invoice Created
Invoice Number: SM-250592

Bottlenecks

Assigned
Duration: 15.6 business days (threshold: 4.0 business hours)
Exceeded by 15.1 business days
Scheduled
Duration: 13.6 business days (threshold: 2.0 business days)
Exceeded by 11.6 business days
Scheduled
Duration: 10.9 business days (threshold: 2.0 business days)
Exceeded by 8.9 business days
Closed
Duration: 9.0 business days (threshold: 1.0 business days)
Exceeded by 8.0 business days
Billing Review
Duration: 2.5 business days (threshold: 2.0 business days)
Exceeded by 3.9 business hours

🔗 Related Artifacts

📞
Case 00538624
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Preventive Maintenance
Branch
ERLA - PROD
Technician
Thomas J Langenberg Jr
Scheduled
Dec 18, 1:00 PM
Created
Oct 27, 2:43 PM
Invoice #
SM-250592

Work Details (8)

Name Type Status Qty Amount Date
WL-03016870 Expenses Open 1 $0.00 Nov 21, 4:49 PM
WL-03016871 Expenses Open 1 $0.00 Nov 21, 4:49 PM
WL-03042114 Travel Open 200 $0.00 Dec 18, 2:50 PM
WL-03042454 Travel Open 72 $0.00 Dec 18, 5:53 PM
WL-03042455 Expenses Open 1 $0.00 Dec 18, 5:53 PM
WL-03042627 Labor Open 4.2 $0.00 Dec 18, 7:47 PM
WL-03042628 Labor Open 1.1 $225.00 Dec 18, 7:47 PM
WL-03042629 Labor Open 1.75 $0.00 Dec 18, 7:47 PM

Details