Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01327382 ↗ 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
🕐 Clock stopped: Completed (Dec 20)
✓ SLA Met (4d early)
Dispatch 0.3d
Coordinators 0.2d
Field Work 0.7d
Billing 0.0d
✓ SLA Met
Dispatch
0.3 days
Coordinators
0.2 days
Field Work
0.7 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
📦
0 orders, 0 quotes Parts & Quotes
📝
2 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 Invoiced
Repair • Christopher Womack
Created: Dec 19, 2025 • Closed: Jan 2, 2026
WO-01327382 (current) 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
0.1d / 2.0d SLA
Tech On Site
0.7d / 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

12/19 KHardison - Waiting for new form from Ferno with correct address.

🔧 Work Performed
On the X1, I removed the damaged backrest cable and removed all the hardware. I then Installed a new cable and reattached all the hardware. I then adjusted the cable and made sure that the backrest would hold with weight Nd lower and raise with the release handles. I then function tested the cot and all passed. I returned the cot to service. NO TRAVEL CHARGED DUR TO ALREADFY BEING ONSITE.
🔍 Technician Findings
On the X1, I arrived and found that the patient left backrest release cable was broken and not allowing the back rest to move.
⚠️ Problem Description
POWER X1 23C200628 Symptoms: Backrest handle is not working
📄 Description
Ferno Power X1 Power 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, 9:54 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
🆕
Status: Entered by Kaitlyn Kelch Dec 19, 10:03 AM
From: Ready for Scheduling
To: Entered
Duration in Previous: 8m
📅
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: 11m, 0m
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-12-19T15:00:00.000+0000
🔧
Status: Tech On Site by Christopher Womack Dec 19, 1:23 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 53m
🔩
▶
2 2x Parts Added Dec 19, 6:59 PM
2x Parts Added → Status: Completed
✔️
Status: Completed by Christopher Womack
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 5h 37m, 0m
⚠️ 8.6 business days
👀
Status: L2 Review by Nancy Suarez Dec 31, 3:51 PM
From: Closed
To: L2 Review
Duration in Previous: 11d 20h
⏳ 3.0 business days
🏁
Status: Closed by Joseph Whalen Jan 2, 9:24 AM
From: L2 Review
To: Closed
Duration in Previous: 1d 17h
⏳ 2.0 business days
📄
▶
3 Status: Ready to Bill Jan 5, 12:20 PM
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-250476

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

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, 9:54 AM
Invoice #
SM-250476

Work Details (2)

Name Type Status Qty Amount Date
WL-03044025 Parts Open 1 $0.00 Dec 19, 6:59 PM
WL-03044026 Labor Open 1 $130.00 Dec 19, 6:59 PM

Details