Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01349946 ↗ ServiceMax

FERNO • Repair • P3

📍 METRO AMBULANCE (COTS) — 502 17TH AVE., Meridian MS, 39301

Feb 5, 2026 → Feb 20, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Feb 10, 2026
✗ SLA Missed
Active: 3 biz days
Paused: 1 biz days
Budget: 3 biz days
🕐 Clock stopped: Tech Off Site (Feb 11, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 5 → Feb 5, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
1d
▶ Clock Running
Status: Ready for Scheduling
Feb 5 → Feb 6, 2026
1 business day (counted)
Running total: 1 of 3 biz days used
▶ Clock Running
Status: Assigned
Feb 6 → Feb 6, 2026
0 business days (counted)
Running total: 1 of 3 biz days used
⏸1d
⏸ Clock Paused
Status: Awaiting Parts - Customer
Feb 6 → Feb 9, 2026
1 business day (not counted)
▶ Clock Running
Status: Ready for Scheduling
Feb 9 → Feb 9, 2026
0 business days (counted)
Running total: 1 of 3 biz days used
1d
▶ Clock Running
Status: Assigned
Feb 9 → Feb 10, 2026
1 business day (counted)
Running total: 2 of 3 biz days used
1d
▶ Clock Running
Status: Scheduled
Feb 10 → Feb 11, 2026
1 business day (counted)
Running total: 3 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Feb 11 → Feb 11, 2026
0 business days (counted)
Running total: 3 of 3 biz days used
Created: Feb 5, 2026 Tech Off Site: Feb 11, 2026
Business Days Used 3 / 3
0 3d budget
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Feb 5 → Feb 5 Created ▶ Running 0 0 / 3
Feb 5 → Feb 6 Ready for Scheduling ▶ Running 1 1 / 3
Feb 6 → Feb 6 Assigned ▶ Running 0 1 / 3
Feb 6 → Feb 9 Awaiting Parts - Customer ⏸ Paused 1 —
Feb 9 → Feb 9 Ready for Scheduling ▶ Running 0 1 / 3
Feb 9 → Feb 10 Assigned ▶ Running 1 2 / 3
Feb 10 → Feb 11 Scheduled ▶ Running 1 3 / 3
Feb 11 → Feb 11 Tech On Site ▶ Running 0 3 / 3
Dispatch 0.0d
Material Management 1.7d
Coordinators 5.5d
Field Work 1.8d
Billing 3.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
1.7 days
Coordinators
5.5 days
Over SLA
Field Work
1.8 days
Billing
3.0 days
Created: Feb 5, 2026 Due: Feb 12, 2026 Completed: Feb 21, 2026 (8 days late)
📅
10.5 days Total Age
⏱️
3.0d in WO Correction Needed Longest Stage
🔄
16 transitions Status Changes
⚠️
3.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
10 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00565129
PCS2600187 CONTACT: JAMES 6014852958
Closed
SALES REP STATES THAT THIS COT HAS A STUCK WHEEL. A NEW WHEEL IS BEING SENT FOR REPLACEMENT. IF MORE PARTS ARE NEEDED FOR REPAIR, PLEASE CONTACT SERVICE@FERNO.COM
Priority
Critical
Origin
Email
Reason
New Case
Contact
Whitney Bradley
Owner
Kimberly Hardison
Created
Feb 4, 2026
Work Orders from this Case (1)
WO-01349946 (current) Invoiced
Repair • Jason Cunningham
Created: Feb 5, 2026 • Closed: Feb 20, 2026
Completed with minor delays
Invoiced • 189 days old
🚨
Primary Delay 3.0 days stuck in "WO Correction Needed"
⏱️
Total Delay 3.0 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
1.5d / 1.0d SLA
Assigned
2.0d / 0.5d SLA
Awaiting Parts - Customer
1.7d
Scheduled
2.0d / 2.0d SLA
Tech On Site
0.2d / 1.0d SLA
Tech Off Site
1.7d / 2.0d SLA
Closed
4.0d / 1.0d SLA
L2 Review
0.9d
WO Correction Needed
3.0d
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/20 KWeiss, Reviewed pictures and closing w/o for billing review.

2/16 KWeiss, Placing w/o in w/o correction needed. Missing required pictures.

2/10/26 AJinerson - Received email back from James confirming tech visit for 2/11 with arrival between 12pm-2pm.

(putting on calendar thru 2/12 as overnight needed).

2/10/26 AJinerson - Sent email back to James offering tech visit tomorrow, 2/11 with arrival between 12pm-2pm now that site has received parts.


02/09/2026 LHill-sent Jason Cunningham an email to see if he is needing an overnight or not.


02/09/2026 LHill-sent text to Jason Cunningham-Hi Jason. This is Laura Hill with EMSAR. I'm filling in for Abby today since she is out. We have a repair at Metro Ambulance in Meridian, MS that is due by 02/12. I see that your about 4 hours from this site. Would you like an overnight for this one?


2/9/26 RBerry- Updated due date based on parts.


02/09/2026 LHill-rec'd email from James-Part has been received 

See logged email.


2/6/26 AJinerson - Sent email to James regarding scheduling tech visit. Asking if they have already received part (wheel) from Ferno on-site yet and ready to schedule.


2/6/26 AJinerson - Called site to follow up and see if they have received parts yet. Received message "Call cannot be transferred, please try again later". 


2/5 KHardiosn -

Left a vm regarding WO. Advised that a coordinator will call for scheduling, once shipping is confirmed for parts, once shipping is confirmed for parts


**Finance: actual travel is billable, hotel/overnight is non-billable. - NB & LO 2/5/26

🔧 Work Performed
2/11 Jason - Repair Complete - Arrived on site and met with David who showed me to the cot and parts. Confirmed the patient left wheel was sticking. Replaced the Caster fork assembly. Once replaced, tested and verified this one is not sticking. While performing post service testing on the cot, I found that the patient right load end wheel is free moving, but has a noticeable clicking as well. I brought this to David's attention. Contacted Ferno regarding replacement of the other caster assembly. I was advised to close this WO and they will create a new dispatch for the replacement of the other caster assembly. He stated the cot will remain out of service until the part comes in and is replaced.
🔍 Technician Findings
Found cot in the warehouse with an out of service tag attached to it.
⚠️ Problem Description
SALES REP STATES THAT THIS COT HAS A STUCK WHEEL. A NEW WHEEL IS BEING SENT FOR REPLACEMENT. IF MORE PARTS ARE NEEDED FOR REPAIR, PLEASE CONTACT SERVICE@FERNO.COM
📄 Description
Ferno Power X1 Power Cot

Timeline

📞
Case Linked Feb 4, 10:24 AM
Case Number: 00565129
Subject: PCS2600187 CONTACT: JAMES 6014852958
Status: Closed
⏳ 2.0 business days
📋
▶
2 Work Order Created Feb 5, 3:09 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered
To: Ready for Scheduling
Duration in Previous: 4m
👷
▶
3 Technician Assigned Feb 6, 1:43 PM
Technician Assigned → Status: Assigned → Status: Awaiting Parts - Customer
👷
Status: Assigned by Abby Jinerson
From: Ready for Scheduling
To: Assigned
Duration in Previous: 22h 30m
👤
Status: Awaiting Parts - Customer by Abby Jinerson
From: Assigned
To: Awaiting Parts - Customer
Duration in Previous: 1m
⏳ 2.0 business days
📅
▶
3 Status: Ready for Scheduling Feb 9, 10:09 AM
Status: Ready for Scheduling → Technician Assigned → Status: Assigned
👷
Technician Assigned by Laura Hill
Technician: Jason Cunningham
👷
Status: Assigned by Laura Hill
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1m
📅
▶
2 Dispatch Scheduled Feb 10, 9:50 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Abby Jinerson
From: Assigned
To: Scheduled
Duration in Previous: 23h 39m
💵
2x Expenses Added Feb 10, 11:13 AM
Type: Expenses
Status: Open
Qty: 1
⏳ 2.0 business days
🔧
Status: Tech On Site by Jason Cunningham Feb 11, 2:01 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 4h
🚗
Status: Tech Off Site by Jason Cunningham Feb 11, 3:23 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 1h 22m
🔩
6x Parts Added Feb 11, 4:20 PM
Type: Parts, Labor, Travel
Status: Open
Qty: 1, 5, 1.5, 0.25, 255
⏳ 2.0 business days
💵
▶
2 2x Expenses Added Feb 12, 8:47 PM
2x Expenses Added → Status: Completed
✔️
Status: Completed by Jason Cunningham
From: Tech Off Site, Completed
To: Completed, Closed
Duration in Previous: 1d 5h, 0m
⏳ 1.4 business days
👀
Status: L2 Review by Nancy Suarez Feb 16, 3:46 PM
From: Closed
To: L2 Review
Duration in Previous: 3d 18h
✏️
Status: WO Correction Needed by Keith Weiss Feb 16, 9:54 PM
From: L2 Review
To: WO Correction Needed
Duration in Previous: 6h 7m
⏳ 3.0 business days
🏁
Status: Closed by Jason Cunningham Feb 19, 8:53 AM
From: WO Correction Needed
To: Closed
Duration in Previous: 2d 10h
⏳ 2.0 business days
👀
Status: L2 Review by Nancy Suarez Feb 20, 2:21 PM
From: Closed
To: L2 Review
Duration in Previous: 1d 5h
🏁
Status: Closed by Keith Weiss Feb 20, 8:56 PM
From: L2 Review
To: Closed
Duration in Previous: 6h 35m
⏳ 1.4 business days
📄
▶
3 Status: Ready to Bill Feb 23, 4:55 PM
Status: Ready to Bill → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🧾
Invoice Created
Invoice Number: SM-254712

Bottlenecks

Ready for Scheduling
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 3.8 business hours
Assigned
Duration: 2.0 business days (threshold: 4.0 business hours)
Exceeded by 1.5 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00565129
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Repair
Branch
ERLA - PROD
Technician
Jason Cunningham
Scheduled
Feb 11, 1:00 PM
Created
Feb 5, 3:09 PM
Invoice #
SM-254712

Work Details (10)

Name Type Status Qty Amount Date
WL-03098999 Expenses Open 1 $0.00 Feb 10, 11:13 AM
WL-03099000 Expenses Open 1 $0.00 Feb 10, 11:13 AM
WL-03101565 Parts Open 1 $0.00 Feb 11, 4:20 PM
WL-03101566 Labor Open 5 $0.00 Feb 11, 4:20 PM
WL-03101567 Labor Open 1.5 $195.00 Feb 11, 4:20 PM
WL-03101568 Labor Open 0.25 $0.00 Feb 11, 4:20 PM
WL-03101569 Travel Open 255 $449.75 Feb 11, 4:20 PM
WL-03101570 Travel Open 2 $0.00 Feb 11, 4:20 PM
WL-03104030 Expenses Open 1 $0.00 Feb 12, 8:47 PM
WL-03104031 Expenses Open 1 $0.00 Feb 12, 8:47 PM

Details