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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01316918 ↗ ServiceMax

PROFESSIONAL FUNERAL DIRECTOR SERVICES • Repair • P3

📍 Professional Funeral Director Services — 6808 W. Florissant, St. Louis MO, 63136

Nov 24, 2025 → Apr 13, 2026

✅ Completed
P3 3 business days from creation
Target: Nov 27, 2025
🕐 Clock stopped: Canceled (Apr 13)
✗ SLA Missed (136d late)
Dispatch 1.5d
Material Management 1.5d
Coordinators 35.9d
Field Work 0.0d
Incomplete 55.0d (excluded)
Billing 11.0d
✗ SLA Missed
Dispatch
1.5 days
Over SLA
Material Management
1.5 days
Coordinators
35.9 days
Over SLA
Field Work
0.0 days
Incomplete (excluded from total)
55.0 days
Billing
11.0 days
Over SLA
Created: Nov 24, 2025 Due: Dec 8, 2025 Completed: Apr 13, 2026 (125 days late)
📅
100.7 days Total Age
⏱️
55.0d in Incomplete Longest Stage
🔄
14 transitions Status Changes
⚠️
34.6d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
1 lines Work Details

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00542643
Needs Quote
Closed
Q-00031078 Follow-up to WO-01309389 Model: Ferno Washington Inc - MODEL 103 Serial #: 07048430 Notes: Parts Needed- Emsar to follow up with quote for needed replacement part. found unit needs foot end wheels and caster bearings 4-2042749 2-1516730 Noticeable physical damage on device
Priority
Standard
Origin
Email
Reason
New Case
Contact
Donald Weaver
Owner
Kimberly Hardison
Created
Nov 10, 2025
Work Orders from this Case (2)
WO-01314859 Invoiced
Repair • Kevin Cox
Created: Nov 12, 2025 • Closed: Dec 18, 2025
WO-01316918 (current) Canceled
Repair
Created: Nov 24, 2025
Behind Schedule - Needs Attention
Canceled • 171 days old
🚨
Primary Delay 55.0 days stuck in "Incomplete"
⏱️
Total Delay 34.6 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
1.2d / 0.5d SLA
L2 Screening
0.3d / 1.0d SLA
Awaiting Parts
1.5d / 3.0d SLA
Ready for Scheduling
0.0d / 1.0d SLA
Assigned
5.9d / 0.5d SLA
Scheduled
28.0d / 2.0d SLA
Reschedule
2.0d / 2.0d SLA
Incomplete
55.0d
Completed
0.0d / 1.0d SLA
WO Correction Needed
7.0d
Closed
3.5d / 1.0d SLA
Billing Review
4.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
4/13 KHardison - Per Natosha B. Q-00031945 for this repair expired/was not signed by POC. Tech has separated and after calling/emailing Donald 2x myself w/no response, we're closing this WO. Please cancel.

@Diane Patton​ Noted and sent back to dispatch for cancellation. cc @Lauren Oberg​ 

4/7/26 DPatton - Placing in BR per note below

4/2/26 CDempsey- finalized correction.

3/30/26 CDempsey- sent text to remind of correction needed.

3/25/26 CDempsey- reminding tech of correction needed.

3/16 KWeiss, Chatter sent to tech, supervisor, and FOM, requesting tech close part order and w/o.

3/11 KWeiss, Quote has expired, unable to close w/o due to open part order. Chatter sent to tech requesting part order be received, and complete and close w/o.

1/9/26 NatoshaB - Rev. WO with LO due to customer refusing to pay invoice for PM service completed in Nov. Says work not completed due to repairs still ongoing. Found this unit failed inspection but was billed for PM and 2nd repair trip ongoing/TBD (reason for delay unclear). Customer already charged for 1 repair trip on WO-01314859


**Billing review, please chatter LO/NB before invoicing after service is completed**


1/8 KWeiss, Created case and sent to sales for quoting.

1/5/25 CDempsey- called Kevin, no answer. Scheduling meeting with FOM for tomorrow.

12/29/25 CDempsey- Contacting Kevin about this Past Scheduled wo.

12/8 KKelch scheduled per logged email from Donald. Email logged on WO-01314859

12/8 KKelch sent Donald an email for rescheduling. Email logged on WO-01314859

12/5 KKelch-FSE called out today, sent Donald an email for rescheduling. Email logged on WO-01314859

12/2 KKelch scheduled per logged email from Donald. Email logged on WO-01314859

12/2 KKelch sent Donald an email for scheduling. Email logged on WO-01314859

12/1/2025 Sramen - updated due date based on parts ETA: (then I updated to later because WO1314859 is ready to ship parts.

12/1 KKelch sent follow up email

11/26 KKelch sent Donald an email to see if he wanted to go ahead and schedule this repair or hold off until WO-01314859 is ready to be scheduled

11/17 KHardison, Added Q-00031077 for parts and chattered Keith W to let him know.

🔧 Work Performed
Quote expired, wo closed.
🔍 Technician Findings
Quote expired, wo closed.
⚠️ Problem Description
Added Q-00031077 for parts: Model: Ferno Washington Inc - 24-H MiniMAXX Serial #: 07048430 Parts needed to complete repairs 2 plastic sockets, 2744200 8 roll pins, 3452800 1 post, 8183380, 1 T-weldment, 1514590 (in place of 1524843) 2 scuff strips, 8484488 2 wheels, 2748001 8 rivets, 3402200 8 roll pins, 3452400
📄 Description
Ferno 24-miniMAXX Heavy Duty Narrow Body Mortuary Cot

Timeline

📞
Case Linked Nov 10, 4:05 PM
Case Number: 00542643
Subject: Needs Quote
Status: Closed
🚨 11.0 business days
📋
▶
2 Work Order Created Nov 24, 1:08 PM
Work Order Created → Status: Assigned
👷
Status: Assigned by Kimberly Hardison
From: Entered, Assigned
To: Assigned, L2 Screening
Duration in Previous: 0m
📦
▶
2 Parts Requested Nov 24, 3:22 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Keith Weiss
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 2h 14m
📅
Status: Ready for Scheduling by John Rolston Nov 25, 11:34 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 20h 12m
👷
▶
2 Technician Assigned Nov 25, 11:41 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 7m
💵
Expenses Added Nov 25, 3:22 PM
Type: Expenses
Status: Open
Qty: 1
⚠️ 6.0 business days
🗓️
▶
2 Status: Scheduled Dec 2, 9:25 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-12-05T15:00:00.000+0000
⏳ 4.0 business days
🔄
Status: Reschedule by Kaitlyn Kelch Dec 5, 11:04 AM
From: Scheduled
To: Reschedule
Duration in Previous: 3d 1h
⏳ 2.0 business days
🗓️
▶
2 Status: Scheduled Dec 8, 9:45 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-12-09T20:30:00.000+0000
⏳ 2.0 business days
📅
Dispatch Scheduled by Kaitlyn Kelch Dec 9, 3:43 PM
Scheduled For: 2025-12-10T20:30:00.000+0000
📅
Dispatch Scheduled by Kaitlyn Kelch Dec 10, 3:28 PM
Scheduled For: 2025-12-18T20:30:00.000+0000, 2025-12-18T15:00:00.000+0000
🚨 22.0 business days
⚠️
Status: Incomplete by Kevin Cox Jan 8, 11:18 AM
From: Scheduled
To: Incomplete
Duration in Previous: 31d 1h
🚨 54.8 business days
✔️
▶
2 Status: Completed Mar 25, 7:37 AM
Status: Completed → Status: WO Correction Needed
✏️
Status: WO Correction Needed by Joseph Whalen
From: Completed
To: WO Correction Needed
Duration in Previous: 1m
⚠️ 7.0 business days
🏁
Status: Closed by Craig Dempsey Apr 2, 3:51 PM
From: WO Correction Needed
To: Closed
Duration in Previous: 8d 8h
⏳ 4.0 business days
💵
Status: Billing Review by Diane Patton Apr 7, 11:53 AM
From: Closed
To: Billing Review
Duration in Previous: 4d 20h
⏳ 4.0 business days
🆕
Status: Entered by Natosha Beierschmitt Apr 10, 6:22 PM
From: Billing Review
To: Entered
Duration in Previous: 3d 6h
⏳ 1.7 business days
🚫
Status: Canceled by Kimberly Hardison Apr 13, 9:45 AM
From: Entered
To: Canceled
Duration in Previous: 2d 15h

Bottlenecks

Assigned
Duration: 5.9 business days (threshold: 4.0 business hours)
Exceeded by 5.4 business days
Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Scheduled
Duration: 24.0 business days (threshold: 2.0 business days)
Exceeded by 22.0 business days
Closed
Duration: 3.5 business days (threshold: 1.0 business days)
Exceeded by 2.5 business days
Billing Review
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Entered
Duration: 1.2 business days (threshold: 4.0 business hours)
Exceeded by 5.6 business hours

🔗 Related Artifacts

📞
Case 00542643
Closed
📦
Parts Order 00085795
Closed

ℹ️ Work Order Details

Status
Canceled
Priority
P3
Type
Repair
Branch
ERLA - PROD
Technician
Unassigned
Scheduled
N/A
Created
Nov 24, 1:08 PM
Invoice #
N/A

Work Details (1)

Name Type Status Qty Amount Date
WL-03019929 Expenses Open 1 $0.00 Nov 25, 3:22 PM

Details