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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01327381 ↗ ServiceMax

FERNO • Repair • P3

📍 SHREVEPORT FIRE DEPARTMENT (Mansfield Rd.) — 7300 Mansfield Road, Shreveport LA, 71108

Dec 19, 2025 → Jan 2, 2026

✅ Completed
P3 3 business days from creation
Target: Dec 24, 2025
🏭 Customer Supplied Parts (1)
🕐 Clock stopped: Completed (Dec 20)
✓ SLA Met (4d early)
Dispatch 0.3d
Coordinators 0.3d
Field Work 0.6d
Billing 0.0d
✓ SLA Met
Dispatch
0.3 days
Coordinators
0.3 days
Field Work
0.6 days
Billing
0.0 days
Created: Dec 19, 2025 Due: Dec 24, 2025 Completed: Jan 2, 2026 (8 days late)
📅
11.0 days Total Age
⏱️
8.0d in Closed Longest Stage
🔄
10 transitions Status Changes
⚠️
8.0d over Total Delay
📦
1 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 #00553072
RE: Shreveport Fire. Waiting for new form with correct address.
Closed
POWER X2 25G037342 Symptoms: Gas spring is bent
Priority
Standard
Origin
Email
Reason
New Case
Contact
Connie Lewis
Owner
Kimberly Hardison
Created
Dec 19, 2025
Work Orders from this Case (2)
WO-01327381 (current) Invoiced
Repair • Christopher Womack
Created: Dec 19, 2025 • Closed: Jan 2, 2026
WO-01327382 Invoiced
Repair • Christopher Womack
Created: Dec 19, 2025 • Closed: Jan 2, 2026
Completed with minor delays
Invoiced • 146 days old
🚨
Primary Delay 8.0 days stuck in "Closed"
⏱️
Total Delay 8.0 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.3d / 0.5d SLA
Ready for Scheduling
0.0d / 1.0d SLA
Scheduled
0.3d / 2.0d SLA
Tech On Site
0.6d / 1.0d SLA
Closed
10.0d / 1.0d SLA
L2 Review
2.4d
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/22/25 CDempsey- checking to see if tech was provided with a return label in the box.

12/19 KHardison: Updated location with correct address and attached the new PCS.

12/19 KHardison - Left a vm regarding WO. Advised that a coordinator will call for scheduling, once shipping is confirmed for parts.

🔧 Work Performed
On the X2, I removed the damaged gas spring and installed a new gas spring. I then called and talked to Bret at Ferno and he advised to me moved the steer assy. from the cot for now and will be replaced at a later date. with the upgrade. I then function tested the cot and all passed. I retuned the cot to service
🔍 Technician Findings
On the X2, I arrived and found that the gas spring was bent and would not allow the backrest to move. I also found that the steer lock was bent and locking the direction wheels when the cot was bouncing or being moved.
⚠️ Problem Description
POWER X2 25G037342 Symptoms: Gas spring is bent Part Id: 0906141 Product: 1 RETURN PARTS Yes Qty Part Description: 0.00 KIT, PX2 GAS SPRIN
📄 Description
Ferno - Power X2, powered Amb. Cot

Timeline

📞
Case Linked Dec 19, 9:22 AM
Case Number: 00553072
Subject: RE: Shreveport Fire. Waiting for new form with correct address.
Status: Closed
📋
▶
2 Work Order Created Dec 19, 9:51 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered
To: Ready for Scheduling
Duration in Previous: 3m
🆕
Status: Entered by Kaitlyn Kelch Dec 19, 10:02 AM
From: Ready for Scheduling
To: Entered
Duration in Previous: 7m
📅
Status: Ready for Scheduling by Kimberly Hardison Dec 19, 12:17 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 2h 14m
👷
▶
3 Technician Assigned Dec 19, 12:28 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 10m
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-12-19T15:00:00.000+0000
🔧
Status: Tech On Site by Christopher Womack Dec 19, 2:31 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 2h 2m
📦
Parts Requested Dec 19, 3:44 PM
Order: 00087060
Status: Closed
🔩
▶
2 Parts Added Dec 19, 7:08 PM
Parts Added → 2x Travel Added
🚗
2x Travel Added
Type: Travel, Expenses
Status: Open
Qty: 153
⏱️
▶
2 2x Labor Added Dec 19, 7:14 PM
2x Labor Added → Status: Completed
✔️
Status: Completed by Christopher Womack
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 4h 44m, 0m
⚠️ 8.6 business days
👀
Status: L2 Review by Nancy Suarez Dec 31, 3:52 PM
From: Closed
To: L2 Review
Duration in Previous: 11d 20h
⏳ 3.0 business days
🏁
Status: Closed by Joseph Whalen Jan 2, 9:22 AM
From: L2 Review
To: Closed
Duration in Previous: 1d 17h
⏳ 2.0 business days
📄
▶
3 Status: Ready to Bill Jan 5, 11:48 AM
Status: Ready to Bill → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 3m
🧾
Invoice Created
Invoice Number: SM-250472

Bottlenecks

Closed
Duration: 8.0 business days (threshold: 1.0 business days)
Exceeded by 7.0 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00553072
Closed
📦
Parts Order 00087060
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Repair
Branch
ERLA - PROD
Technician
Christopher Womack
Scheduled
Dec 19, 10:00 AM
Created
Dec 19, 9:51 AM
Invoice #
SM-250472

Work Details (5)

Name Type Status Qty Amount Date
WL-03044034 Parts Open 1 $0.00 Dec 19, 7:08 PM
WL-03044041 Travel Open 153 $0.00 Dec 19, 7:12 PM
WL-03044042 Expenses Open 1 $0.00 Dec 19, 7:12 PM
WL-03044046 Labor Open 1 $130.00 Dec 19, 7:14 PM
WL-03044047 Labor Open 3 $0.00 Dec 19, 7:14 PM

Details