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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01352397 ↗ ServiceMax

FERNO • Installation • PC

📍 LINCOLN EMS — 14 1ST STREET, HAMLIN WV, 25523

Feb 17, 2026 → Feb 25, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Feb 25, 2026
✓ SLA Met
Active: 6 biz days
🕐 Clock stopped: Completed (Feb 25, 2026)
▶ Clock Running
Status: Created
Feb 17 → Feb 17, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 17 → Feb 17, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 17 → Feb 17, 2026
0 business days (counted)
Running total: 0 of ? biz days used
6d
▶ Clock Running
Status: Scheduled
Feb 17 → Feb 25, 2026
6 business days (counted)
Running total: 6 of ? biz days used
Created: Feb 17, 2026 Completed: Feb 25, 2026
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Feb 17 → Feb 17 Created ▶ Running 0 0
Feb 17 → Feb 17 Ready for Scheduling ▶ Running 0 0
Feb 17 → Feb 17 Assigned ▶ Running 0 0
Feb 17 → Feb 25 Scheduled ▶ Running 6 6
Dispatch 0.0d
Coordinators 6.6d
Field Work 0.0d
Billing 24.9d
✓ SLA Met
Dispatch
0.0 days
Coordinators
6.6 days
Over SLA
Field Work
0.0 days
Billing
24.9 days
Over SLA
Created: Feb 17, 2026 Due: Feb 25, 2026 Completed: Feb 26, 2026 (on time)
📅
6.6 days Total Age
⏱️
22.6d in Billing Review Longest Stage
🔄
10 transitions Status Changes
⚠️
27.4d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
4 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

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Originating Case

Open in Salesforce →
🎫
Case #00569162
Installation at Lincoln EMS - WV
Closed
INSTALLATION OF POWER F2 RAIL, CARRIAGE AND CONNECT Product Id # 1 POWER F2 CARRIAGE W/ PWR DRIVE 25C227707
Priority
Standard
Origin
Email
Reason
New Case
Contact
TRISH
Owner
Kimberly Hardison
Created
Feb 17, 2026
Work Orders from this Case (3)
WO-01352394 Invoiced
Installation • Todd Fogiel
Created: Feb 17, 2026 • Closed: Feb 25, 2026
WO-01352396 Invoiced
Installation • Todd Fogiel
Created: Feb 17, 2026 • Closed: Feb 25, 2026
WO-01352397 (current) Invoiced
Installation • Todd Fogiel
Created: Feb 17, 2026 • Closed: Feb 25, 2026
Completed with significant delays
Invoiced • 177 days old
🚨
Primary Delay 22.6 days stuck in "Billing Review"
⏱️
Total Delay 27.4 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
0.1d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
6.5d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Billing Review
22.6d / 2.0d SLA
Ready to Bill
2.3d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/27 NSuarez chattered AM to see if we would be charging for any expenses.

2/17 MOwens Per Matt Bateman & Connie, the 3 installs are to be scheduled under Todd Fogiel for 2/23, 2/24, and 2/25. All 3 trucks have the UFP installed.

🔧 Work Performed
Checked voltages Ferno determined parts requires
🔍 Technician Findings
Unit Located Unit inoperable
⚠️ Problem Description
INSTALLATION OF POWER F2 RAIL, CARRIAGE AND CONNECT Product Id # 1 POWER F2 CARRIAGE W/ PWR DRIVE 26C232002
📄 Description
Powered Fastener system

Timeline

📞
Case Linked Feb 17, 10:43 AM
Case Number: 00569162
Subject: Installation at Lincoln EMS - WV
Status: Closed
📋
▶
2 Work Order Created Feb 17, 2:15 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered
To: Ready for Scheduling
Duration in Previous: 1m
👷
▶
4 Technician Assigned Feb 17, 2:50 PM
Technician Assigned → Status: Assigned → Status: Scheduled → Dispatch Scheduled
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 34m
🗓️
Status: Scheduled by Melissa Owens
From: Assigned
To: Scheduled
Duration in Previous: 1m
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2026-02-23T16:00:00.000+0000
⚠️ 5.0 business days
💵
2x Expenses Added Feb 23, 9:23 AM
Type: Expenses
Status: Open
Qty: 1
⏳ 3.0 business days
💵
▶
3 Expenses Added Feb 25, 6:50 PM
Expenses Added → Status: Completed → Labor Added
✔️
Status: Completed by Todd Fogiel
From: Scheduled
To: Completed
Duration in Previous: 8d 3h
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 1
🏁
Status: Closed by Todd Fogiel Feb 25, 7:03 PM
From: Completed
To: Closed
Duration in Previous: 13m
⏳ 2.6 business days
💵
Status: Billing Review by Nancy Suarez Feb 27, 2:25 PM
From: Closed
To: Billing Review
Duration in Previous: 1d 19h
🚨 23.0 business days
📄
Status: Ready to Bill by Lauren Oberg Mar 31, 5:44 PM
From: Billing Review
To: Ready to Bill
Duration in Previous: 32d 2h
⏳ 2.8 business days
💵
Status: Billing Review by Nancy Suarez Apr 2, 3:14 PM
From: Ready to Bill, Billing Review
To: Billing Review, Ready to Bill
Duration in Previous: 1d 21h, 0m
💵
▶
3 Status: Billing Review Apr 2, 3:19 PM
Status: Billing Review → Invoice Created → Status: Invoiced
🧾
Invoice Created
Invoice Number: SM-258189
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m

Bottlenecks

Scheduled
Duration: 6.5 business days (threshold: 2.0 business days)
Exceeded by 4.5 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Billing Review
Duration: 22.6 business days (threshold: 2.0 business days)
Exceeded by 20.6 business days
Ready to Bill
Duration: 2.3 business days (threshold: 1.0 business days)
Exceeded by 1.3 business days

🔗 Related Artifacts

📞
Case 00569162
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Installation
Branch
ERLA - PROD
Technician
Todd Fogiel
Scheduled
Feb 23, 11:00 AM
Created
Feb 17, 2:15 PM
Invoice #
SM-258189

Work Details (4)

Name Type Status Qty Amount Date
WL-03115920 Expenses Open 1 $0.00 Feb 23, 9:23 AM
WL-03115921 Expenses Open 1 $291.54 Feb 23, 9:23 AM
WL-03120136 Expenses Open 1 $25.00 Feb 25, 6:50 PM
WL-03120152 Labor Open 1 $130.00 Feb 25, 6:52 PM

Details