Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01280876 ↗ ServiceMax

ESCONDIDO FIRE DEPARTMENT • Repair • P7

📍 Escondido Fire Dept - Centre City — 1163 Centre City Parkway, Escondido CA, 92026

Jun 19, 2025 → Oct 22, 2025

✅ Completed
P7
SLA Clock
7 business days from creation · Target: Jun 30, 2025
✗ SLA Missed (13 biz days late)
Active: 20 biz days
Paused: 66 biz days
Budget: 7 biz days
🕐 Clock stopped: Completed (Oct 22, 2025)
SLA Target
▶ Clock Running
Status: Created
Jun 19 → Jun 19, 2025
0 business days (counted)
Running total: 0 of 7 biz days used
▶ Clock Running
Status: L2 Screening
Jun 19 → Jun 19, 2025
0 business days (counted)
Running total: 0 of 7 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Jun 19 → Jun 20, 2025
1 business day (not counted)
▶ Clock Running
Status: Ready for Scheduling
Jun 20 → Jun 23, 2025
1 business day (counted)
Running total: 1 of 7 biz days used
▶ Clock Running
Status: Assigned
Jun 23 → Jun 23, 2025
0 business days (counted)
Running total: 1 of 7 biz days used
⏸65d
⏸ Clock Paused
Status: Awaiting Parts - Customer
Jun 23 → Sep 24, 2025
65 business days (not counted)
16d
▶ Clock Running
Status: Reschedule
Sep 24 → Oct 17, 2025
16 business days (counted)
Running total: 17 of 7 biz days used
▶ Clock Running
Status: Scheduled
Oct 17 → Oct 22, 2025
3 business days (counted)
Running total: 20 of 7 biz days used
Created: Jun 19, 2025 Completed: Oct 22, 2025
Business Days Used 20 / 7
0 7d budget +13d over
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Jun 19 → Jun 19 Created ▶ Running 0 0 / 7
Jun 19 → Jun 19 L2 Screening ▶ Running 0 0 / 7
Jun 19 → Jun 20 Awaiting Parts ⏸ Paused 1 —
Jun 20 → Jun 23 Ready for Scheduling ▶ Running 1 1 / 7
Jun 23 → Jun 23 Assigned ▶ Running 0 1 / 7
Jun 23 → Sep 24 Awaiting Parts - Customer ⏸ Paused 65 —
Sep 24 → Oct 17 Reschedule ▶ Running 16 17 / 7
Oct 17 → Oct 22 Scheduled ▶ Running 3 20 / 7
Material Management 67.0d
Coordinators 21.8d
Billing 0.0d
✗ SLA Missed
Material Management
67.0 days
Coordinators
21.8 days
Over SLA
Billing
0.0 days
Created: Jun 19, 2025 Due: Aug 29, 2025 Completed: Oct 22, 2025 (53 days late)
📅
85.6 days Total Age
⏱️
66.0d in Awaiting Parts - Customer Longest Stage
🔄
10 transitions Status Changes
⚠️
17.8d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00500597
WO-01265624
Closed
Q-00028474 parts needed for repair,1-6250-001-116 back,11-0025-172-000 rivets, 1 labor
Priority
High
Origin
Created From WO
Reason
New Case
Contact
Tommy Queen
Owner
Kimberly Hardison
Created
Jun 10, 2025
Work Orders from this Case (1)
WO-01280876 (current) Invoiced
Repair • Rene Yescas
Created: Jun 19, 2025 • Closed: Oct 22, 2025
Completed with significant delays
Invoiced • 258 days old
🚨
Primary Delay 66.0 days stuck in "Awaiting Parts - Customer"
⏱️
Total Delay 17.8 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
1.0d / 3.0d SLA
Ready for Scheduling
1.7d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Awaiting Parts - Customer
66.0d
Reschedule
16.9d / 2.0d SLA
Scheduled
3.2d / 2.0d SLA
Closed
2.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10-17 Mburris site reached out to tech to set

10-2 Mburris email sent to POC

9/30/2025 Sramen - updated the due date to ASC related. This should never have been moved to awaiting parts customer status. Then it took 4 days to begin reaching out to customer after status updated.

9-30 Mburris email sent to POC

9-30 Mburris called site LM 

parts delivered - 1Z01E3E70391199403 Delivered On Friday, June 27 at 10:51 A.M. at Other

🔧 Work Performed
disinfect,clean,lube,adjust hardware as needed,replaced back panel,service complete
🔍 Technician Findings
cracked back panel
⚠️ Problem Description
Q-00028474 parts needed for repair,1-6250-001-116 back,11-0025-172-000 rivets, 1 labor
📄 Description
Stryker 6252 Stair-PRO stair chair

Timeline

📞
Case Linked Jun 10, 2:09 PM
Case Number: 00500597
Subject: WO-01265624
Status: Closed
⚠️ 7.0 business days
📋
▶
2 Work Order Created Jun 19, 2:06 PM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Kimberly Hardison
From: Entered
To: L2 Screening
Duration in Previous: 2m
📦
▶
2 Parts Requested Jun 19, 2:14 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Dave Creditt
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 6m
⏳ 1.0 business days
📅
Status: Ready for Scheduling by Ashlee Stuckert Jun 20, 2:36 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 1d 0h
⏳ 2.0 business days
👷
▶
3 Technician Assigned Jun 23, 11:56 AM
Technician Assigned → Status: Assigned → Status: Awaiting Parts - Customer
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2d 21h
👤
Status: Awaiting Parts - Customer by Michael Burris
From: Assigned
To: Awaiting Parts - Customer
Duration in Previous: 1m
💵
Expenses Added Jun 23, 2:20 PM
Type: Expenses
Status: Open
Qty: 1
🚨 66.0 business days
🔄
Status: Reschedule by Peter Green Sep 24, 12:54 PM
From: Awaiting Parts - Customer
To: Reschedule
Duration in Previous: 93d 0h
🚨 17.0 business days
🗓️
▶
2 Status: Scheduled Oct 17, 3:22 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-10-21T14:00:00.000+0000
⏳ 3.1 business days
🔩
5x Parts Added Oct 22, 1:02 AM
Type: Parts, Labor, Travel
Status: Open
Qty: 1, 11, 1.5, 75
✔️
Status: Completed by Rene Yescas Oct 22, 1:09 AM
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 4d 9h, 0m
⏳ 2.0 business days
📄
▶
2 Status: Ready to Bill Oct 23, 3:54 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⚠️ 6.0 business days
🧾
Invoice Created Oct 30, 2:13 PM
Invoice Number: SM-244471

Bottlenecks

Ready for Scheduling
Duration: 1.7 business days (threshold: 1.0 business days)
Exceeded by 5.4 business hours
Reschedule
Duration: 16.9 business days (threshold: 2.0 business days)
Exceeded by 14.9 business days
Scheduled
Duration: 3.2 business days (threshold: 2.0 business days)
Exceeded by 1.2 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00500597
Closed
📦
Parts Order 00077011
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P7
Type
Repair
Branch
ERLA - PROD
Technician
Rene Yescas
Scheduled
Oct 21, 10:00 AM
Created
Jun 19, 2:06 PM
Invoice #
SM-244471

Work Details (6)

Name Type Status Qty Amount Date
WL-02840155 Expenses Open 1 $0.00 Jun 23, 2:20 PM
WL-02979451 Parts Open 1 $166.05 Oct 22, 1:02 AM
WL-02979452 Parts Open 11 $25.08 Oct 22, 1:02 AM
WL-02979453 Labor Open 1.5 $0.00 Oct 22, 1:02 AM
WL-02979454 Labor Open 1 $0.00 Oct 22, 1:02 AM
WL-02979455 Travel Open 75 $0.00 Oct 22, 1:02 AM

Details