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WO-01323969 ↗ ServiceMax

FERNO • Preventive Maintenance • PSM

📍 Howland Fire & EMS - Willow St. — 12 Willow Street, Howland ME, 04448

Dec 5, 2025 → Dec 30, 2025

✅ Completed
PSM Last business day of December 2025
Target: Dec 31, 2025
🕐 Clock stopped: Completed (Dec 31)
✓ SLA Met
Dispatch 0.0d
Coordinators 19.7d
Field Work 1.1d
Billing 0.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
19.7 days
Over SLA
Field Work
1.1 days
Over SLA
Billing
0.0 days
Created: Dec 5, 2025 Due: Feb 9, 2026 Completed: Dec 31, 2025 (40 days early)
📅
18.3 days Total Age
⏱️
13.7d in Assigned Longest Stage
🔄
10 transitions Status Changes
⚠️
20.5d 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 #00548748
PCS2502027.HOWLAND
Closed
CUSTOMER DUE FOR PM. NO PARTS ARE BEING SENTAT THIS TIME. IF PARTS ARE NEEDED FOR REPAIRS, PLEASE CONTACT SERVICE@FERNO.COM.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Josh McNally
Owner
Sherry Reich
Created
Dec 4, 2025
Work Orders from this Case (1)
WO-01323969 (current) Invoiced
Preventive Maintenance • Paul Bonang Jr
Created: Dec 5, 2025 • Closed: Dec 30, 2025
Completed with significant delays
Invoiced • 160 days old
🚨
Primary Delay 13.7 days stuck in "Assigned"
⏱️
Total Delay 20.5 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
3.0d / 1.0d SLA
Assigned
13.7d / 0.5d SLA
Scheduled
3.0d / 2.0d SLA
Tech On Site
1.1d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
6.1d / 1.0d SLA
L2 Review
1.4d
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1/7 KWeiss, Reviewed pictures and closing w/o for billing review.

12/24 PBonang: scheduled for 12/30 with Chief McNally


12/24 PBonang: Called and left message for the chief to schedule his pm's for 12/30.

12/22 KSmith -- Automatic message that call could not go through. Will try again later. Sending email to schedule for 12/30

12/18 KSmith -- Josh was in a meeting. Advised to email. Let them know I've sent 4 emails already but would send another one. Schedule with WO-01326972

12/16 KSmith -- Josh was not in today. Sending email to schedule PM for 12/30

12/15 KSmith -- Sent email to schedule for 12/23

12/11 KSmith -- Josh was not in yet. Advised to try back later. Sending email as well.

12/9 KSmith -- Sent email to schedule for 12/23

12/5/25 SReich - Spoke to Jordan, gave him the WO # and told him someone would be reaching out to schedule.  

🔧 Work Performed
Performed preventive maintenance and function tests.
🔍 Technician Findings
No additional service needed.
⚠️ Problem Description
CUSTOMER DUE FOR PM. NO PARTS ARE BEING SENTAT THIS TIME. IF PARTS ARE NEEDED FOR REPAIRS, PLEASE CONTACT SERVICE@FERNO.COM.
📄 Description
Ferno Power X1 Power Cot

Timeline

📞
Case Linked Dec 4, 8:47 AM
Case Number: 00548748
Subject: PCS2502027.HOWLAND
Status: Closed
📋
▶
2 Work Order Created Dec 5, 8:40 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 4m
⏳ 3.0 business days
👷
▶
2 Technician Assigned Dec 9, 1:07 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 4d 4h
🚨 13.7 business days
🗓️
▶
2 Status: Scheduled Dec 26, 5:52 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Paul Bonang
Scheduled For: 2025-12-30T17:00:00.000+0000
⏳ 3.0 business days
🔧
Status: Tech On Site by Paul Bonang Dec 30, 12:46 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 6h
✔️
Status: Completed by Paul Bonang Dec 30, 9:36 PM
From: Tech On Site
To: Completed
Duration in Previous: 8h 49m
⏱️
▶
2 5x Labor Added Dec 30, 9:41 PM
5x Labor Added → Status: Closed
🏁
Status: Closed by Paul Bonang
From: Completed
To: Closed
Duration in Previous: 7m
⚠️ 5.3 business days
👀
Status: L2 Review by Nancy Suarez Jan 6, 4:00 PM
From: Closed
To: L2 Review
Duration in Previous: 6d 18h
⏳ 2.0 business days
🏁
Status: Closed by Keith Weiss Jan 7, 6:03 PM
From: L2 Review
To: Closed
Duration in Previous: 1d 2h
📄
▶
3 Status: Ready to Bill Jan 8, 11:13 AM
Status: Ready to Bill → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
🧾
Invoice Created
Invoice Number: SM-250776

Bottlenecks

Ready for Scheduling
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Assigned
Duration: 13.7 business days (threshold: 4.0 business hours)
Exceeded by 13.2 business days
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Tech On Site
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 0.8 business hours
Closed
Duration: 5.0 business days (threshold: 1.0 business days)
Exceeded by 4.0 business days
Closed
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 0.9 business hours

🔗 Related Artifacts

📞
Case 00548748
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Preventive Maintenance
Branch
ERLA - PROD
Technician
Paul Bonang Jr
Scheduled
Dec 30, 12:00 PM
Created
Dec 5, 8:40 AM
Invoice #
SM-250776

Work Details (5)

Name Type Status Qty Amount Date
WL-03050485 Labor Open 5.5 $0.00 Dec 30, 9:41 PM
WL-03050486 Labor Open 0.75 $205.00 Dec 30, 9:41 PM
WL-03050487 Labor Open 6 $0.00 Dec 30, 9:41 PM
WL-03050488 Travel Open 354 $0.00 Dec 30, 9:41 PM
WL-03050489 Travel Open 354 $0.00 Dec 30, 9:41 PM

Details