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WO-01339204 ↗ ServiceMax

FERNO • Parts Sale • PSM

📍 FERNO — 70 Weil Way, Wilmington OH, 45177

Jan 22, 2026 → Jan 29, 2026

✅ Completed
PSM
SLA Clock
Last business day of January 2026 · Target: Jan 30, 2026
✓ SLA Met (1 biz days early)
Active: 1 biz days
Paused: 4 biz days
🕐 Clock stopped: Invoiced (Jan 29, 2026)
▶ Clock Running
Status: Created
Jan 22 → Jan 22, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Jan 22 → Jan 22, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: L2 Screening
Jan 22 → Jan 22, 2026
0 business days (counted)
Running total: 0 of ? biz days used
⏸4d
⏸ Clock Paused
Status: Awaiting Parts
Jan 22 → Jan 28, 2026
4 business days (not counted)
1d
▶ Clock Running
Status: Reschedule
Jan 28 → Jan 29, 2026
1 business day (counted)
Running total: 1 of ? biz days used
⏸ Clock Paused
Status: Awaiting Parts
Jan 29 → Jan 29, 2026
0 business days (not counted)
Created: Jan 22, 2026 Invoiced: Jan 29, 2026
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Jan 22 → Jan 22 Created ▶ Running 0 0
Jan 22 → Jan 22 Assigned ▶ Running 0 0
Jan 22 → Jan 22 L2 Screening ▶ Running 0 0
Jan 22 → Jan 28 Awaiting Parts ⏸ Paused 4 —
Jan 28 → Jan 29 Reschedule ▶ Running 1 1
Jan 29 → Jan 29 Awaiting Parts ⏸ Paused 0 —
Dispatch 0.0d
Material Management 5.0d
Coordinators 1.6d
Billing 40.8d
✓ SLA Met
Dispatch
0.0 days
Material Management
5.0 days
Over SLA
Coordinators
1.6 days
Billing
40.8 days
Over SLA
Created: Jan 22, 2026 Due: Feb 23, 2026 Completed: Jan 29, 2026 (25 days early)
📅
6.0 days Total Age
⏱️
40.8d in Billing Review Longest Stage
🔄
8 transitions Status Changes
⚠️
42.7d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00561034
Ferno Parts Order * PO attached, no quote needed
Closed
ITEM-1204027 1.000X22.000 NYLON STRAP PLEASE DELIVER BY 1/22 DELIVER BY 1/23/26 Quantity 10 ITEM-2690123 SPRING, HEADEND LEG RH PLEASE DELIVER BY 1/22 ENG DW:-269012300B04 DELIVER BY 1/23/26 Quantity 15
Priority
Critical
Origin
Email
Reason
New Case
Contact
ASHLEE STUCKERT
Owner
Kimberly Hardison
Created
Jan 21, 2026
Work Orders from this Case (1)
WO-01339204 (current) Invoiced
Parts Sale • Customer Part Sale
Created: Jan 22, 2026 • Closed: Jan 29, 2026
Completed with significant delays
Invoiced • 203 days old
🚨
Primary Delay 40.8 days stuck in "Billing Review"
⏱️
Total Delay 42.7 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
L2 Screening
0.0d / 1.0d SLA
Awaiting Parts
5.0d / 3.0d SLA
Reschedule
1.6d / 2.0d SLA
Closed
2.9d / 1.0d SLA
Billing Review
40.8d / 2.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/2/26 NSuarez chattered Keith Fricke​ regarding part price.

🔧 Work Performed
Customer Requested Parts Order
⚠️ Problem Description
ITEM-1204027 1.000X22.000 NYLON STRAP PLEASE DELIVER BY 1/22 DELIVER BY 1/23/26 Quantity 10 ITEM-2690123 SPRING, HEADEND LEG RH PLEASE DELIVER BY 1/22 ENG DW:-269012300B04 DELIVER BY 1/23/26 Quantity 15

Timeline

📞
Case Linked Jan 21, 2:23 PM
Case Number: 00561034
Subject: Ferno Parts Order * PO attached, no quote needed
Status: Closed
📋
▶
2 Work Order Created Jan 22, 8:19 AM
Work Order Created → Status: Assigned
👷
Status: Assigned by Kimberly Hardison
From: Entered, Assigned
To: Assigned, L2 Screening
Duration in Previous: 0m
📦
▶
2 Parts Requested Jan 22, 8:37 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Dave Creditt
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 17m
⚠️ 5.0 business days
💵
▶
2 Expenses Added Jan 28, 2:09 PM
Expenses Added → Status: Reschedule
🔄
Status: Reschedule by Audrey Tharp
From: Awaiting Parts
To: Reschedule
Duration in Previous: 6d 5h
📦
▶
3 Status: Awaiting Parts Jan 29, 11:35 AM
Status: Awaiting Parts → 2x Parts Added → Status: Closed
🔩
2x Parts Added
Type: Parts
Status: Open
Qty: 10, 15
🏁
Status: Closed by Rhonnie Reeves
From: Awaiting Parts
To: Closed
Duration in Previous: 1m
⏳ 3.0 business days
💵
Status: Billing Review by Nancy Suarez Feb 2, 12:25 PM
From: Closed
To: Billing Review
Duration in Previous: 4d 0h
🚨 41.0 business days
📄
▶
2 Status: Ready to Bill Mar 31, 2:04 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
🚨 69.0 business days
🧾
Invoice Created Jul 8, 5:00 PM
Invoice Number: SM-257928

Bottlenecks

Awaiting Parts
Duration: 5.0 business days (threshold: 3.0 business days)
Exceeded by 2.0 business days
Closed
Duration: 2.9 business days (threshold: 1.0 business days)
Exceeded by 1.9 business days
Billing Review
Duration: 40.8 business days (threshold: 2.0 business days)
Exceeded by 38.8 business days

🔗 Related Artifacts

📞
Case 00561034
Closed
📦
Parts Order 00088833
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Parts Sale
Branch
ERLA - PROD
Technician
Customer Part Sale
Scheduled
N/A
Created
Jan 22, 8:19 AM
Invoice #
SM-257928

Work Details (3)

Name Type Status Qty Amount Date
WL-03081754 Expenses Open 1 $0.00 Jan 28, 2:09 PM
WL-03083231 Parts Open 10 $269.50 Jan 29, 11:36 AM
WL-03083232 Parts Open 15 $57.75 Jan 29, 11:36 AM

Details