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WO-01316820 ↗ ServiceMax

FERNO • Preventive Maintenance • PSM

📍 CITY OF WEST DES MOINES — 8055 MILLS CIVIC PARKWAY, WEST DES MOINES, IA, 50266

Nov 24, 2025 → Jan 14, 2026

✅ Completed
PSM Last business day of November 2025
Target: Nov 28, 2025
🕐 Clock stopped: Completed (Jan 14)
✗ SLA Missed (47d late)
Dispatch 0.0d
Coordinators 39.2d
Field Work 0.6d
Billing 0.1d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
39.2 days
Over SLA
Field Work
0.6 days
Billing
0.1 days
Created: Nov 24, 2025 Due: Jan 26, 2026 Completed: Jan 14, 2026 (12 days early)
📅
38.0 days Total Age
⏱️
31.0d in Assigned Longest Stage
🔄
11 transitions Status Changes
⚠️
38.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00545952
PCS2501974.DESMOINES
Closed
CUSTOMER DUE FOR PMS. PARTS ARE NOT BEING SENT AT THIS TIME. IF PARTS ARE NEEDED FOR REPAIR, PLEASE CONTACTSERVICE@FERNO.COM.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Whitney Bradley
Owner
Sherry Reich
Created
Nov 21, 2025
Work Orders from this Case (2)
WO-01316819 Invoiced
Preventive Maintenance • Thomas J Langenberg Jr
Created: Nov 24, 2025 • Closed: Jan 14, 2026
WO-01316820 (current) Invoiced
Preventive Maintenance • Thomas J Langenberg Jr
Created: Nov 24, 2025 • Closed: Jan 14, 2026
Completed with significant delays
Invoiced • 171 days old
🚨
Primary Delay 31.0 days stuck in "Assigned"
⏱️
Total Delay 38.0 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
2.0d / 1.0d SLA
Assigned
31.0d / 0.5d SLA
Scheduled
6.2d / 2.0d SLA
Tech On Site
0.0d / 1.0d SLA
Completed
0.6d / 1.0d SLA
Closed
3.3d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA
Billing Review
0.0d / 2.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1/6 KKelch called Carolyn to schedule for 1/14 between 12 and 2 pm. Customer confirmed. Call logged on WO-01316820

12/17/25 NatoshaB - Ferno approved billing mileage for tech travel (Thomas L Rangenberg) Round trip 438 mi approved.


11/24/2025 CRamen messages KKelch/LHill per LYoder to see if Thomas, Blake or Kevin could take.


11/24/25 SReich - Sending an email due to the time difference, sent from WO-01316819.  

🔧 Work Performed
performed pm and function tested unit
🔍 Technician Findings
pm due
⚠️ Problem Description
CUSTOMER DUE FOR PMS. PARTS ARE NOT BEING SENT AT THIS TIME. IF PARTS ARE NEEDED FOR REPAIR, PLEASE CONTACTSERVICE@FERNO.COM.
📄 Description
Ferno Transcend Series Stair Chair W/POWERTRAXX

Timeline

📞
Case Linked Nov 21, 1:23 PM
Case Number: 00545952
Subject: PCS2501974.DESMOINES
Status: Closed
⏳ 2.0 business days
📋
▶
2 Work Order Created Nov 24, 8:32 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 2m
⏳ 2.0 business days
👷
▶
2 Technician Assigned Nov 25, 9:30 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1d 0h
🚨 31.0 business days
🗓️
▶
2 Status: Scheduled Jan 6, 5:24 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-01-14T18:00:00.000+0000
⚠️ 6.8 business days
🔧
Status: Tech On Site by Thomas Langenberg Jan 14, 11:09 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 7d 17h
⏱️
▶
2 3x Labor Added Jan 14, 11:17 AM
3x Labor Added → Status: Completed
✔️
Status: Completed by Thomas Langenberg
From: Tech On Site
To: Completed
Duration in Previous: 8m
⏱️
▶
2 2x Labor Added Jan 14, 4:13 PM
2x Labor Added → Status: Closed
🏁
Status: Closed by Thomas Langenberg
From: Completed
To: Closed
Duration in Previous: 4h 56m
⏳ 4.0 business days
📄
▶
2 Status: Ready to Bill Jan 19, 12:23 PM
Status: Ready to Bill → Status: Billing Review
💵
Status: Billing Review by Nancy Suarez
From: Ready to Bill
To: Billing Review
Duration in Previous: 4m
📄
Status: Ready to Bill by Nancy Suarez Jan 19, 12:28 PM
From: Billing Review
To: Ready to Bill
Duration in Previous: 1m
📨
Status: Invoice Pending by Nancy Suarez Jan 19, 12:46 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 18m
💰
Status: Invoiced by Nancy Suarez Jan 19, 12:53 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 6m
🚨 16.0 business days
🧾
Invoice Created Feb 9, 6:56 PM
Invoice Number: SM-251633

Bottlenecks

Ready for Scheduling
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Assigned
Duration: 31.0 business days (threshold: 4.0 business hours)
Exceeded by 30.5 business days
Scheduled
Duration: 6.2 business days (threshold: 2.0 business days)
Exceeded by 4.2 business days
Closed
Duration: 3.3 business days (threshold: 1.0 business days)
Exceeded by 2.3 business days

🔗 Related Artifacts

📞
Case 00545952
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Preventive Maintenance
Branch
ERLA - PROD
Technician
Thomas J Langenberg Jr
Scheduled
Jan 14, 1:00 PM
Created
Nov 24, 8:32 AM
Invoice #
SM-251633

Work Details (5)

Name Type Status Qty Amount Date
WL-03064547 Labor Open 0.58333333333333 $0.00 Jan 14, 11:17 AM
WL-03064548 Labor Open 0.41666666666667 $175.00 Jan 14, 11:17 AM
WL-03064549 Travel Open 13 $22.75 Jan 14, 11:17 AM
WL-03065073 Labor Open 3.7166666666667 $0.00 Jan 14, 4:13 PM
WL-03065074 Travel Open 209 $365.75 Jan 14, 4:13 PM

Details