Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01327894 ↗ ServiceMax

FERNO • Repair • P3

📍 CITY OF COLUMBUS FIRE — 4252 GROVES RD #5 ATTN: JESSICA BARNHART, COLUMBUS, OH, 46232

Dec 23, 2025 → Jan 9, 2026

✅ Completed
P3 3 business days from creation
Target: Dec 26, 2025
🕐 Clock stopped: Completed (Jan 9)
⏸ 16d excluded (parts wait + holding)
✗ SLA Missed
Dispatch 0.0d
Material Management 13.1d
Coordinators 0.8d
Field Work 0.0d
Billing 0.1d
✗ SLA Missed
Dispatch
0.0 days
Material Management
13.1 days
Coordinators
0.8 days
Field Work
0.0 days
Billing
0.1 days
Created: Dec 23, 2025 Due: Jan 14, 2026 Completed: Jan 9, 2026 (5 days early)
📅
13.3 days Total Age
⏱️
13.1d in Awaiting Parts - Customer Longest Stage
🔄
7 transitions Status Changes
⚠️
1.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00553838
FW: PCS2502134, JESSICA BARNHEART Claim 798
Closed
Symptoms: RELEASE HANDLE IS BROKEN. REPLACE WITH NEW ONE. RETURN THE BROKEN ONE
Priority
Standard
Origin
Email
Reason
New Case
Contact
Jessica Barnhart
Owner
Kimberly Hardison
Created
Dec 23, 2025
Work Orders from this Case (1)
WO-01327894 (current) Invoiced
Repair • Scott R Roberts
Created: Dec 23, 2025 • Closed: Jan 9, 2026
Completed with minor delays
Invoiced • 142 days old
🚨
Primary Delay 13.1 days stuck in "Awaiting Parts - Customer"
⏱️
Total Delay 1.6 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
0.2d / 1.0d SLA
Awaiting Parts - Customer
13.1d
Scheduled
0.5d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.6d / 1.0d SLA
Invoice Pending
0.1d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/23 KHardison - Spoke to Jessica regarding WO. Advised that a coordinator will call for scheduling, once shipping is confirmed for parts, once shipping is confirmed for parts


🔧 Work Performed
replaced undercarriage control handle
🔍 Technician Findings
Undercarriage control handle broke
⚠️ Problem Description
Symptoms: RELEASE HANDLE IS BROKEN. REPLACE WITH NEW ONE. RETURN THE BROKEN ONE Part Id: 0806117 Yes 0.00 KIT, P28Z UNDERCARRIAGE HANDLE
📄 Description
Ferno Model Pro 28Z Chair Cot

Timeline

📞
Case Linked Dec 23, 12:07 PM
Case Number: 00553838
Subject: FW: PCS2502134, JESSICA BARNHEART Claim 798
Status: Closed
📋
Work Order Created Dec 23, 4:13 PM
Work Order: WO-01327894
Type: Repair
Priority: P3
📅
Status: Ready for Scheduling by Kimberly Hardison Dec 23, 4:21 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 8m
👷
▶
2 Technician Assigned Dec 23, 6:16 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Rhea Berry
From: Ready for Scheduling, Assigned
To: Assigned, Awaiting Parts - Customer
Duration in Previous: 1h 55m, 0m
🚨 13.7 business days
👷
▶
3 Technician Assigned Jan 9, 10:07 AM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Charles Ramen
From: Awaiting Parts - Customer, Assigned
To: Assigned, Scheduled
Duration in Previous: 16d 15h, 0m
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2026-01-09T13:00:00.000+0000
🔩
3x Parts Added Jan 9, 1:14 PM
Type: Parts, Labor
Status: Open
Qty: 1, 0.083333333333333
✔️
▶
2 Status: Completed Jan 9, 2:16 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Scott Roberts
From: Completed
To: Closed
Duration in Previous: 1m
⏳ 3.0 business days
📄
Status: Ready to Bill by Nancy Suarez Jan 13, 12:53 PM
From: Closed, Ready to Bill
To: Ready to Bill, Invoice Pending
Duration in Previous: 3d 22h, 0m
💰
▶
2 Status: Invoiced Jan 13, 1:30 PM
Status: Invoiced → Invoice Created
🧾
Invoice Created
Invoice Number: SM-251078

Bottlenecks

Closed
Duration: 2.6 business days (threshold: 1.0 business days)
Exceeded by 1.6 business days

🔗 Related Artifacts

📞
Case 00553838
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Repair
Branch
ERLA - PROD
Technician
Scott R Roberts
Scheduled
Jan 9, 8:00 AM
Created
Dec 23, 4:13 PM
Invoice #
SM-251078

Work Details (3)

Name Type Status Qty Amount Date
WL-03059609 Parts Open 1 $0.00 Jan 9, 1:14 PM
WL-03059610 Labor Open 0.083333333333333 $32.50 Jan 9, 1:14 PM
WL-03059611 Labor Open 1 $130.00 Jan 9, 1:14 PM

Details