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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01349923 ↗ ServiceMax

FERNO • Repair • P3

📍 HANCOCK COUNTY AMBULANCE - Ferno — 1305 PENNSYLVANIA AVE, WEIRTON WV, 26062

Feb 5, 2026 → Mar 18, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Feb 10, 2026
✗ SLA Missed (7 biz days late)
Active: 10 biz days
Paused: 18 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Mar 18, 2026)
🏭 Customer Supplied Parts (3)
SLA Target
▶ Clock Running
Status: Created
Feb 5 → Feb 5, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 5 → Feb 5, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Assigned
Feb 5 → Feb 6, 2026
1 business day (counted)
Running total: 1 of 3 biz days used
▶ Clock Running
Status: Reschedule
Feb 6 → Feb 6, 2026
0 business days (counted)
Running total: 1 of 3 biz days used
⏸5d
⏸ Clock Paused
Status: Awaiting Parts - Customer
Feb 6 → Feb 13, 2026
5 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Feb 13 → Feb 13, 2026
0 business days (counted)
Running total: 1 of 3 biz days used
▶ Clock Running
Status: Assigned
Feb 13 → Feb 13, 2026
0 business days (counted)
Running total: 1 of 3 biz days used
3d
▶ Clock Running
Status: Scheduled
Feb 13 → Feb 19, 2026
3 business days (counted)
Running total: 4 of 3 biz days used
⏸13d
⏸ Clock Paused
Status: Awaiting Parts
Feb 19 → Mar 10, 2026
13 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Mar 10 → Mar 10, 2026
0 business days (counted)
Running total: 4 of 3 biz days used
▶ Clock Running
Status: Entered
Mar 10 → Mar 10, 2026
0 business days (counted)
Running total: 4 of 3 biz days used
▶ Clock Running
Status: Assigned
Mar 10 → Mar 10, 2026
0 business days (counted)
Running total: 4 of 3 biz days used
6d
▶ Clock Running
Status: Scheduled
Mar 10 → Mar 18, 2026
6 business days (counted)
Running total: 10 of 3 biz days used
Created: Feb 5, 2026 Completed: Mar 18, 2026
Business Days Used 10 / 3
0 3d budget +7d over
Show SLA Clock Detail (13 periods)
Period Status Clock Biz Days Running Total
Feb 5 → Feb 5 Created ▶ Running 0 0 / 3
Feb 5 → Feb 5 Ready for Scheduling ▶ Running 0 0 / 3
Feb 5 → Feb 6 Assigned ▶ Running 1 1 / 3
Feb 6 → Feb 6 Reschedule ▶ Running 0 1 / 3
Feb 6 → Feb 13 Awaiting Parts - Customer ⏸ Paused 5 —
Feb 13 → Feb 13 Ready for Scheduling ▶ Running 0 1 / 3
Feb 13 → Feb 13 Assigned ▶ Running 0 1 / 3
Feb 13 → Feb 19 Scheduled ▶ Running 3 4 / 3
Feb 19 → Mar 10 Awaiting Parts ⏸ Paused 13 —
Mar 10 → Mar 10 Ready for Scheduling ▶ Running 0 4 / 3
Mar 10 → Mar 10 Entered ▶ Running 0 4 / 3
Mar 10 → Mar 10 Assigned ▶ Running 0 4 / 3
Mar 10 → Mar 18 Scheduled ▶ Running 6 10 / 3
Dispatch 0.0d
Material Management 19.5d
Coordinators 11.7d
Field Work 0.0d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
19.5 days
Over SLA
Coordinators
11.7 days
Over SLA
Field Work
0.0 days
Billing
0.0 days
Created: Feb 5, 2026 Due: Mar 13, 2026 Completed: Mar 18, 2026 (4 days late)
📅
28.6 days Total Age
⏱️
14.0d in Awaiting Parts Longest Stage
🔄
16 transitions Status Changes
⚠️
18.9d over Total Delay
📦
3 orders, 0 quotes Parts & Quotes
📝
13 lines Work Details
🏠
2 visits On-Site Trips
📋
Coordinator Scheduling
🔄
2 On-Site Visits (1 reschedule)
2 on-site visits — follow-up trip required
Visit 1 Feb 18, 2026
Visit 2 Mar 18, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00565453
PCS2600172
Closed
TRANSCEND CHAIR W/PWRTRAX STD 24C206762 CUSTOMER SAID THE HARDWARE CAME OUT OF THE SEAT PANEL WHILE A PATIENT WAS IN THE CHAIR. SENDING HARDWARE. TAKE PICTURES
Priority
Standard
Origin
Email
Reason
New Case
Contact
DEZSO POLGAR
Owner
Kimberly Hardison
Created
Feb 4, 2026
Work Orders from this Case (10)
WO-01349923 (current) Invoiced
Repair • Dustin Antolin
Created: Feb 5, 2026 • Closed: Mar 18, 2026
WO-01349926 Invoiced
Repair • Brandon Green
Created: Feb 5, 2026 • Closed: May 19, 2026
WO-01355992 Invoiced
Preventive Maintenance • Dustin Antolin
Created: Mar 6, 2026 • Closed: Mar 18, 2026
WO-01355996 Canceled
Preventive Maintenance • Dustin Antolin
Created: Mar 6, 2026 • Closed: Mar 18, 2026
WO-01355999 Invoiced
Preventive Maintenance • Dustin Antolin
Created: Mar 6, 2026 • Closed: Mar 24, 2026
WO-01356000 Invoiced
Repair • Scott R Roberts
Created: Mar 6, 2026 • Closed: Jun 30, 2026
WO-01356002 Invoiced
Preventive Maintenance • Dustin Antolin
Created: Mar 6, 2026 • Closed: Mar 18, 2026
WO-01356004 Invoiced
Preventive Maintenance • Dustin Antolin
Created: Mar 6, 2026 • Closed: Mar 18, 2026
WO-01356006 Invoiced
Preventive Maintenance • Dustin Antolin
Created: Mar 6, 2026 • Closed: Mar 18, 2026
WO-01356008 Invoiced
Preventive Maintenance • Dustin Antolin
Created: Mar 6, 2026 • Closed: Mar 18, 2026
Completed with significant delays
Invoiced • 190 days old
🚨
Primary Delay 14.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 18.9 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
0.8d / 1.0d SLA
Assigned
1.9d / 0.5d SLA
Awaiting Parts - Customer
5.5d
Scheduled
9.0d / 2.0d SLA
Awaiting Parts
14.0d / 3.0d SLA
Completed
0.0d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2 trips due to additional parts order. Dispatch did not update WO to RFS when entering below notes regarding 2nd PO tracking:

2/23 KHardison - Added RMA.

2/20/2026jsells

UPS Ship Notification, Tracking Number 1Z4766270348253258

You have a package coming.



3/11/26 RBerry- Updated due date based on parts. WO was not released to ASC until 3/10/26.


3/10/2026 CRamen Denzo returned call to schedule for Wednesday 3/18/2026 with tech arrival between 8-10am. Call logged on WO-01356006


3/10/2026 CRamen left a vm for a returned call to schedule for Wednesday 3/18/2026 with tech arrival between 8-10am

3/10/2026 CRamen Logged email requesting  Wednesday 3/18/2026 with an arrival window between 8-10am. Placeholder set


3/10/26 NatoshaB - copied chuck on outgoing email to ferno to confirm parts shipment (following dustin's first visit). Whitney replied all 3/9 confirming shipment arrive on date noted below - 2/23. As of today repair WOs still in awaiting parts. I replied on email to chuck & copied Rhea to please expedite scheduling.

2/23 KHardison - Added RMA.

2/20/2026jsells

UPS Ship Notification, Tracking Number 1Z4766270348253258

You have a package coming.


Scheduled Delivery Date: Monday, 02/23/2026

2/13/2026 CRamen Denzo returned call to schedule for Wednesday 2/18/2026 with tech arrival between 10-12. Call logged on WO-01349923


2/13/2026 CRamen left a vm for a returned call to schedule for Wednesday 2/18/2026 with tech arrival between 10-12. Parts delivered today. Call logged on WO-01349923


2/13/2026jsells

You have a package coming.

Scheduled Delivery Date: Friday, 02/13/2026

UPS Ship Notification, Tracking Number 1Z4766270346369128


2/6/2026 CRamen spoke to Dezso and he said he didnt get parts yet and hes waiting on PM WOs to have tech to PMs as well on other equipment. Call logged on WO=01349923


2/6/2026 CRamen left a vm for a return call to verify parts are on-hand and if so to schedule for Monday 2/9/2026 with tech arrival between 9-11am. Call logged on WO-01349923. Logged email. Placeholder set


2/5/2026 CRamen left a vm for a return call to verify parts are on-hand and if so to schedule for Monday 2/9/2026 with tech arrival between 8-10am. Call logged on WO-01349923


2/5 KHardison - Left a vm regarding WO. Advised that a coordinator will call for scheduling.

🔧 Work Performed
3/18: Control box replaced. Synced control box with powertraxx. 2/18: Attempted to sync control box with motor. Unit works wired, but not wirelessly. Control box ordered through Ferno.
🔍 Technician Findings
Control box will not sync with powertraxx motor.
⚠️ Problem Description
1 of 2 repairs TRANSCEND CHAIR W/PWRTRAX STD 24C206762 CUSTOMER SAID THE HARDWARE CAME OUT OF THE SEAT PANEL WHILE A PATIENT WAS IN THE CHAIR. SENDING HARDWARE. TAKE PICTURES
📄 Description
Ferno Transcend Series Stair Chair W/POWERTRAXX

Timeline

📞
Case Linked Feb 4, 4:08 PM
Case Number: 00565453
Subject: PCS2600172
Status: Closed
📋
Work Order Created Feb 5, 2:06 PM
Work Order: WO-01349923
Type: Repair
Priority: P3
📅
Status: Ready for Scheduling by Kimberly Hardison Feb 5, 2:15 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 8m
👷
▶
2 Status: Assigned Feb 5, 3:43 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Charles Ramen
Technician: Dustin Antolin
🔄
Status: Reschedule by Charles Ramen Feb 6, 2:58 PM
From: Assigned, Reschedule
To: Reschedule, Awaiting Parts - Customer
Duration in Previous: 23h 15m, 0m
⚠️ 6.0 business days
📅
Status: Ready for Scheduling by Jessica Sells Feb 13, 9:23 AM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 6d 18h
📦
Parts Requested Feb 13, 9:41 AM
Order: 00090333
Status: Closed
👷
▶
2 Technician Assigned Feb 13, 12:12 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Charles Ramen
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2h 48m
🗓️
▶
2 Status: Scheduled Feb 13, 2:31 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2026-02-18T16:00:00.000+0000
⏳ 3.0 business days
⏱️
5x Labor Added Feb 18, 7:37 PM
Type: Labor, Travel
Status: Open
Qty: 1.5, 2.25, 70, 100
📦
▶
2 Parts Requested Feb 18, 7:42 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Dustin Antolin
From: Scheduled
To: Awaiting Parts
Duration in Previous: 5d 5h
⏳ 3.5 business days
📦
Parts Requested Feb 23, 9:24 AM
Order: 00090869
Status: Closed
🚨 12.0 business days
📅
Status: Ready for Scheduling by Natosha Beierschmitt Mar 10, 1:45 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 19d 17h
🆕
▶
2 Status: Entered Mar 10, 3:46 PM
Status: Entered → Technician Assigned
👷
Technician Assigned by Charles Ramen
Technician: a0h6e00000IIBOvAAP, Dustin Antolin
🗓️
▶
2 Status: Scheduled Mar 10, 5:00 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2026-03-18T13:00:00.000+0000
⚠️ 6.9 business days
🔩
4x Parts Added Mar 18, 3:29 PM
Type: Parts, Labor, Travel
Status: Open
Qty: 1, 2, 0.5, 110
🚗
▶
2 Travel Added Mar 18, 7:18 PM
Travel Added → 2x Parts Added
🔩
2x Parts Added
Type: Parts, Expenses
Status: Open
Qty: 1
✔️
▶
2 Status: Completed Mar 18, 7:44 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Dustin Antolin
From: Completed
To: Closed
Duration in Previous: 4m
✔️
▶
3 Status: Completed Mar 18, 7:52 PM
Status: Completed → Labor Added → Status: Closed
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 2
🏁
Status: Closed by Dustin Antolin
From: Completed
To: Closed
Duration in Previous: 3m
⏳ 3.5 business days
📄
▶
2 Status: Ready to Bill Mar 23, 12:22 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🚨 75.0 business days
🧾
Invoice Created Jul 8, 5:01 PM
Invoice Number: SM-257261

Bottlenecks

Assigned
Duration: 1.4 business days (threshold: 4.0 business hours)
Exceeded by 7.3 business hours
Scheduled
Duration: 2.6 business days (threshold: 2.0 business days)
Exceeded by 5.2 business hours
Awaiting Parts
Duration: 14.0 business days (threshold: 3.0 business days)
Exceeded by 11.0 business days
Scheduled
Duration: 6.4 business days (threshold: 2.0 business days)
Exceeded by 4.4 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00565453
Closed
📦
Parts Order 00090333
Closed
📦
Parts Order 00090674
Closed
📦
Parts Order 00090869
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Repair
Branch
ERLA - PROD
Technician
Dustin Antolin
Scheduled
Mar 18, 9:00 AM
Created
Feb 5, 2:06 PM
Invoice #
SM-257261

Work Details (13)

Name Type Status Qty Amount Date
WL-03111142 Labor Open 1.5 $0.00 Feb 18, 7:37 PM
WL-03111143 Labor Open 1 $130.00 Feb 18, 7:37 PM
WL-03111144 Labor Open 2.25 $0.00 Feb 18, 7:37 PM
WL-03111145 Travel Open 70 $297.50 Feb 18, 7:37 PM
WL-03111146 Travel Open 100 $0.00 Feb 18, 7:37 PM
WL-03149647 Parts Open 1 $0.00 Mar 18, 3:29 PM
WL-03149648 Labor Open 2 $0.00 Mar 18, 3:29 PM
WL-03149649 Labor Open 0.5 $65.00 Mar 18, 3:29 PM
WL-03149650 Travel Open 110 $385.00 Mar 18, 3:29 PM
WL-03150160 Travel Open 110 $0.00 Mar 18, 7:18 PM
WL-03150167 Parts Open 1 $0.00 Mar 18, 7:20 PM
WL-03150168 Expenses Open 1 $0.00 Mar 18, 7:21 PM
WL-03150206 Labor Open 2 $0.00 Mar 18, 7:54 PM

Details