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WO-01311797 ↗ ServiceMax

Charity Transport • Parts Sale • PSM

📍 Charity Transport — 411 Blue Heron, Suffolk VA, 23435

Oct 29, 2025 → Nov 18, 2025

✅ Completed
PSM
SLA Clock
Last business day of October 2025 · Target: Oct 31, 2025
✗ SLA Missed
Active: 0 biz days
Paused: 14 biz days
🕐 Clock stopped: Invoiced (Nov 19, 2025)
▶ Clock Running
Status: Created
Oct 29 → Oct 29, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Oct 29 → Oct 29, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: L2 Screening
Oct 29 → Oct 29, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸14d
⏸ Clock Paused
Status: Awaiting Parts
Oct 29 → Nov 19, 2025
14 business days (not counted)
Created: Oct 29, 2025 Invoiced: Nov 19, 2025
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Oct 29 → Oct 29 Created ▶ Running 0 0
Oct 29 → Oct 29 Assigned ▶ Running 0 0
Oct 29 → Oct 29 L2 Screening ▶ Running 0 0
Oct 29 → Nov 19 Awaiting Parts ⏸ Paused 14 —
Dispatch 0.0d
Material Management 14.1d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
14.1 days
Over SLA
Billing
0.0 days
Created: Oct 29, 2025 Due: Nov 28, 2025 Completed: Nov 19, 2025 (9 days early)
📅
14.1 days Total Age
⏱️
14.1d in Awaiting Parts Longest Stage
🔄
5 transitions Status Changes
⚠️
11.1d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
2 lines Work Details
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00537406
EMS L2 Review
Closed
Q-00030825 Ferno Fastening System, she is thinking this is the antler system (this was a very rude, difficult customer, she was very irritated and did not want to provide the required information). I told her the information below was the same and she said to send it through. It is Ferno. Manufacturer & Model: 090-6096 Serial: 090-6096 Needs a bolt Quantity: 1
Priority
Standard
Origin
Web
Reason
New Case
Contact
DeAngelo Hodges
Owner
Kimberly Hardison
Created
Oct 22, 2025
Work Orders from this Case (2)
WO-01311797 (current) Invoiced
Parts Sale • Customer Part Sale
Created: Oct 29, 2025 • Closed: Nov 18, 2025
WO-01313368 Canceled
Parts Sale • Customer Part Sale
Created: Nov 5, 2025
Completed with significant delays
Invoiced • 288 days old
🚨
Primary Delay 14.1 days stuck in "Awaiting Parts"
⏱️
Total Delay 11.1 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
L2 Screening
0.0d / 1.0d SLA
Awaiting Parts
14.1d / 3.0d SLA
Closed
1.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
Tracking# 1z01e3e70395004641 Customer Requested Parts Order
⚠️ Problem Description
Q-00030825 Ferno Fastening System, she is thinking this is the antler system. I told her the information below was the same and she said to send it through. It is Ferno. Manufacturer & Model: 090-6096 Serial: 090-6096 Needs a bolt Quantity: 1

Timeline

📞
Case Linked Oct 22, 10:14 AM
Case Number: 00537406
Subject: EMS L2 Review
Status: Closed
⚠️ 6.0 business days
📋
▶
2 Work Order Created Oct 29, 9:03 AM
Work Order Created → Status: Assigned
👷
Status: Assigned by Kimberly Hardison
From: Entered, Assigned
To: Assigned, L2 Screening
Duration in Previous: 0m
📦
▶
2 Parts Requested Oct 29, 9:13 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Dave Creditt
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 9m
🚨 14.0 business days
🔩
▶
2 2x Parts Added Nov 18, 7:43 PM
2x Parts Added → Status: Closed
🏁
Status: Closed by Amy Greene
From: Awaiting Parts
To: Closed
Duration in Previous: 20d 11h
📄
▶
2 Status: Ready to Bill Nov 19, 3:19 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🚨 11.0 business days
🧾
Invoice Created Dec 7, 2:05 PM
Invoice Number: SM-247003

Bottlenecks

Awaiting Parts
Duration: 14.1 business days (threshold: 3.0 business days)
Exceeded by 11.1 business days

🔗 Related Artifacts

📞
Case 00537406
Closed
📦
Parts Order 00084360
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Parts Sale
Branch
N/A
Technician
Customer Part Sale
Scheduled
N/A
Created
Oct 29, 9:03 AM
Invoice #
SM-247003

Work Details (2)

Name Type Status Qty Amount Date
WL-03012099 Parts Open 1 $22.00 Nov 18, 7:43 PM
WL-03012100 Expenses Open 1 $15.16 Nov 18, 7:43 PM

Details