Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01286202 ↗ ServiceMax

EMSAR HOUSE ACCOUNT • New Hire Training • PC

📍 Michael Russell Trunk Stock — 321 Tyler Texas Place North, Las Vegas NV, 89084

Jul 2, 2025 → Sep 16, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Jul 13, 2025
✓ SLA Met
Active: 6 biz days
🕐 Clock stopped: Tech Off Site (Jul 13, 2025)
▶ Clock Running
Status: Created
Jul 2 → Jul 2, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Jul 2 → Jul 2, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Jul 2 → Jul 2, 2025
0 business days (counted)
Running total: 0 of ? biz days used
6d
▶ Clock Running
Status: Scheduled
Jul 2 → Jul 13, 2025
6 business days (counted)
Running total: 6 of ? biz days used
Created: Jul 2, 2025 Tech Off Site: Jul 13, 2025
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Jul 2 → Jul 2 Created ▶ Running 0 0
Jul 2 → Jul 2 Ready for Scheduling ▶ Running 0 0
Jul 2 → Jul 2 Assigned ▶ Running 0 0
Jul 2 → Jul 13 Scheduled ▶ Running 6 6
Dispatch 0.0d
Coordinators 6.7d
Field Work 46.2d
✓ SLA Met
Dispatch
0.0 days
Coordinators
6.7 days
Over SLA
Field Work
46.2 days
Over SLA
Created: Jul 2, 2025 Due: Jul 13, 2025 Completed: Sep 17, 2025 (65 days late)
📅
52.9 days Total Age
⏱️
46.2d in Completed Longest Stage
🔄
7 transitions Status Changes
⚠️
49.8d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
21 lines Work Details
🚩
6 visits On-Site Trips
📋
Coordinator Scheduling
🚨
6 On-Site Visits
6 on-site visits — critical red flag: repeated failure to resolve
Visit 1 Jul 7, 2025
Visit 2 Jul 8, 2025
Visit 3 Jul 9, 2025
Visit 4 Jul 10, 2025
Visit 5 Jul 11, 2025
Visit 6 Jul 12, 2025

AI Analysis

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Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00506961
Need training WOs
Closed
Please create training WOs for Michael Russell for the following: Week of July 7th- HCP class Wilmington
Priority
High
Origin
Email
Reason
New Case
Contact
N/A
Owner
Leona Coonrod
Created
Jul 1, 2025
Work Orders from this Case (1)
WO-01286202 (current) Invoiced
New Hire Training • Michael Russell
Created: Jul 2, 2025 • Closed: Sep 16, 2025
Completed with significant delays
Invoiced • 245 days old
🚨
Primary Delay 46.2 days stuck in "Completed"
⏱️
Total Delay 49.8 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
Ready for Scheduling
0.1d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
6.6d / 2.0d SLA
Tech Off Site
0.0d / 2.0d SLA
Completed
46.2d / 1.0d SLA
Closed
1.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
HCP Class Wilmington
🔍 Technician Findings
HCP class Wilmington
⚠️ Problem Description
Please create training WOs for Michael Russell for the following: Week of July 7th- HCP class Wilmington

Timeline

📞
Case Linked Jul 1, 10:36 AM
Case Number: 00506961
Subject: Need training WOs
Status: Closed
⏳ 2.0 business days
📋
▶
2 Work Order Created Jul 2, 2:19 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Leona Coonrod
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
4 Technician Assigned Jul 2, 2:55 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled → Status: Scheduled
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 36m
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-07-07T15:00:00.000+0000
🗓️
Status: Scheduled by Michael Burris
From: Assigned
To: Scheduled
Duration in Previous: 1m
💵
3x Expenses Added Jul 2, 4:56 PM
Type: Expenses
Status: Open
Qty: 1
⏳ 3.9 business days
⏱️
Labor Added Jul 8, 8:42 AM
Type: Labor
Status: Open
Qty: 11.5
💵
Expenses Added Jul 8, 10:28 AM
Type: Expenses
Status: Open
Qty: 1
💵
2x Expenses Added Jul 8, 1:00 PM
Type: Expenses, Travel
Status: Open
Qty: 1, 95
⏱️
Labor Added Jul 8, 4:57 PM
Type: Labor
Status: Open
Qty: 9
💵
Expenses Added Jul 9, 8:31 AM
Type: Expenses
Status: Open
Qty: 1
⏳ 2.0 business days
⏱️
2x Labor Added Jul 10, 8:47 AM
Type: Labor, Expenses
Status: Open
Qty: 9, 1
⏳ 2.0 business days
⏱️
▶
2 4x Labor Added Jul 13, 2:53 PM
4x Labor Added → 4x Expenses Added
💵
4x Expenses Added
Type: Expenses
Status: Open
Qty: 1
💵
2x Expenses Added Jul 13, 3:02 PM
Type: Expenses
Status: Open
Qty: 1
🚗
▶
2 Status: Tech Off Site Jul 13, 3:16 PM
Status: Tech Off Site → Status: Completed
✔️
Status: Completed by Michael Russell
From: Tech Off Site
To: Completed
Duration in Previous: 1m
🚨 46.0 business days
🏁
Status: Closed by Michael Russell Sep 16, 9:14 PM
From: Completed
To: Closed
Duration in Previous: 65d 5h
📄
Status: Ready to Bill by Diane Patton Sep 17, 5:20 PM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 20h 6m, 0m
🧾
Invoice Created Sep 17, 10:01 PM
Invoice Number: SM-241246

Bottlenecks

Scheduled
Duration: 6.6 business days (threshold: 2.0 business days)
Exceeded by 4.6 business days
Completed
Duration: 46.2 business days (threshold: 1.0 business days)
Exceeded by 45.2 business days

🔗 Related Artifacts

📞
Case 00506961
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
New Hire Training
Branch
N/A
Technician
Michael Russell
Scheduled
Jul 7, 11:00 AM
Created
Jul 2, 2:19 PM
Invoice #
SM-241246

Work Details (21)

Name Type Status Qty Amount Date
WL-02852748 Expenses Open 1 $0.00 Jul 2, 4:56 PM
WL-02852749 Expenses Open 1 $0.00 Jul 2, 4:56 PM
WL-02852750 Expenses Open 1 $0.00 Jul 2, 4:56 PM
WL-02856929 Labor Open 11.5 $0.00 Jul 8, 8:42 AM
WL-02857081 Expenses Open 1 $0.00 Jul 8, 10:28 AM
WL-02857301 Expenses Open 1 $0.00 Jul 8, 1:00 PM
WL-02857302 Travel Open 95 $0.00 Jul 8, 1:01 PM
WL-02857589 Labor Open 9 $0.00 Jul 8, 4:57 PM
WL-02858490 Expenses Open 1 $0.00 Jul 9, 8:31 AM
WL-02860174 Labor Open 9 $0.00 Jul 10, 8:47 AM
WL-02860175 Expenses Open 1 $0.00 Jul 10, 8:48 AM
WL-02863983 Labor Open 8 $0.00 Jul 13, 2:53 PM
WL-02863982 Labor Open 8 $0.00 Jul 13, 2:53 PM
WL-02863981 Labor Open 9 $0.00 Jul 13, 2:53 PM
WL-02863984 Travel Open 95 $0.00 Jul 13, 2:54 PM
WL-02863988 Expenses Open 1 $0.00 Jul 13, 2:56 PM
WL-02863985 Expenses Open 1 $0.00 Jul 13, 2:56 PM
WL-02863986 Expenses Open 1 $0.00 Jul 13, 2:56 PM
WL-02863987 Expenses Open 1 $0.00 Jul 13, 2:56 PM
WL-02863989 Expenses Open 1 $0.00 Jul 13, 3:02 PM
WL-02863990 Expenses Open 1 $0.00 Jul 13, 3:02 PM

Details