I'll see what I have when I get back to my computer. In the mean time, the magic words to find interesting things are something like "colored timed petri-net"
A lot of it will probably be about logistics, but sending a shipment and calling a service is mostly the same thing, might have to squint a bit.
Toolwise, there are the ProM tools (www.promtools.org), which although they are mostly for mining process networks from logs can also be used for simulation and analysis. A bit of a warning though: It's a rather strange piece of software, not very stable (for me), but it has a ton of modules related to process mining and simulation.
Lots of the petri-net stuff available is generally a bit dated, as although it's a useful, and quite simple formalism, it only ever appears to have caught on in somewhat niche areas.
Toolwise, there are the ProM tools (www.promtools.org), which although they are mostly for mining process networks from logs can also be used for simulation and analysis. A bit of a warning though: It's a rather strange piece of software, not very stable (for me), but it has a ton of modules related to process mining and simulation.
Lots of the petri-net stuff available is generally a bit dated, as although it's a useful, and quite simple formalism, it only ever appears to have caught on in somewhat niche areas.