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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01291766 ↗ ServiceMax

EMSAR HOUSE ACCOUNT • Cross-Training • PC

📍 Omar Serrano Trunk Strock — 5411 Via Corona Street, Los Angeles CA, 90022

Jul 14, 2025 → Sep 16, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Jul 19, 2025
✓ SLA Met
Active: 4 biz days
🕐 Clock stopped: Tech Off Site (Jul 19, 2025)
▶ Clock Running
Status: Created
Jul 14 → Jul 14, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Jul 14 → Jul 14, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Jul 14 → Jul 14, 2025
0 business days (counted)
Running total: 0 of ? biz days used
4d
▶ Clock Running
Status: Scheduled
Jul 14 → Jul 19, 2025
4 business days (counted)
Running total: 4 of ? biz days used
Created: Jul 14, 2025 Tech Off Site: Jul 19, 2025
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Jul 14 → Jul 14 Created ▶ Running 0 0
Jul 14 → Jul 14 Ready for Scheduling ▶ Running 0 0
Jul 14 → Jul 14 Assigned ▶ Running 0 0
Jul 14 → Jul 19 Scheduled ▶ Running 4 4
Dispatch 0.0d
Coordinators 4.9d
Field Work 42.1d
✓ SLA Met
Dispatch
0.0 days
Coordinators
4.9 days
Over SLA
Field Work
42.1 days
Over SLA
Created: Jul 14, 2025 Due: Jul 19, 2025 Completed: Sep 17, 2025 (59 days late)
📅
46.1 days Total Age
⏱️
41.2d in Completed Longest Stage
🔄
7 transitions Status Changes
⚠️
42.9d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
18 lines Work Details
🚩
5 visits On-Site Trips
📋
Coordinator Scheduling
🚨
5 On-Site Visits
5 on-site visits — critical red flag: repeated failure to resolve
Visit 1 Jul 14, 2025
Visit 2 Jul 15, 2025
Visit 3 Jul 16, 2025
Visit 4 Jul 17, 2025
Visit 5 Jul 18, 2025

AI Analysis

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Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00509850
URGENT- WO needed for OJT next week
Closed
Please open a training WO for next week for Michael Russell. He will be working with Omar Serrano. Needed ASAP for TR to be set up Q: Service Type (pm, repair, other)?: Q: Make / Model?: Q: Service Performed?: Q: Mentor?:
Priority
High
Origin
Email
Reason
New Case
Contact
Midmark Product Training
Owner
Sherry Reich
Created
Jul 11, 2025
Work Orders from this Case (1)
WO-01291766 (current) Invoiced
Cross-Training • Michael Russell
Created: Jul 14, 2025 • Closed: Sep 16, 2025
Completed with significant delays
Invoiced • 233 days old
🚨
Primary Delay 41.2 days stuck in "Completed"
⏱️
Total Delay 42.9 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
0.2d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
4.7d / 2.0d SLA
Tech Off Site
0.9d / 2.0d SLA
Completed
41.2d / 1.0d SLA
Closed
1.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

7/14/25 SReich - Per Jessica Foley, use trunk stock.

🔧 Work Performed
OTF training completed
🔍 Technician Findings
OTF training completed
⚠️ Problem Description
Please open a training WO for next week for Michael Russell. He will be working with Omar Serrano. Needed ASAP for TR to be set up Q: Service Type (pm, repair, other)?: Q: Make / Model?: Q: Service Performed?: Q: Mentor?:

Timeline

📞
Case Linked Jul 11, 1:09 PM
Case Number: 00509850
Subject: URGENT- WO needed for OJT next week
Status: Closed
⏳ 2.0 business days
📋
▶
2 Work Order Created Jul 14, 12:28 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
4 Status: Assigned Jul 14, 2:19 PM
Status: Assigned → Technician Assigned → Dispatch Scheduled → Status: Scheduled
👷
Technician Assigned by Michael Burris
Technician: Omar Serrano, Michael Russell
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-07-14T15:00:00.000+0000
🗓️
Status: Scheduled by Michael Burris
From: Assigned
To: Scheduled
Duration in Previous: 1m
⚠️ 5.0 business days
🚗
Status: Tech Off Site by Michael Russell Jul 19, 1:18 AM
From: Scheduled
To: Tech Off Site
Duration in Previous: 4d 10h
⏳ 0.3 business days
💵
5x Expenses Added Jul 21, 2:03 AM
Type: Expenses
Status: Open
Qty: 1
💵
5x Expenses Added Jul 21, 2:30 AM
Type: Expenses
Status: Open
Qty: 1
⏱️
8x Labor Added Jul 21, 3:01 AM
Type: Labor
Status: Open
Qty: 7, 5.5, 10, 2, 8, 14.5
✔️
Status: Completed by Michael Russell Jul 21, 3:26 AM
From: Tech Off Site
To: Completed
Duration in Previous: 2d 2h
🚨 41.0 business days
🏁
Status: Closed by Michael Russell Sep 16, 9:13 PM
From: Completed
To: Closed
Duration in Previous: 57d 17h
📄
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 7m, 0m
🚨 29.8 business days
🧾
Invoice Created Oct 29, 10:24 PM
Invoice Number: SM-241247

Bottlenecks

Scheduled
Duration: 4.7 business days (threshold: 2.0 business days)
Exceeded by 2.7 business days
Completed
Duration: 41.2 business days (threshold: 1.0 business days)
Exceeded by 40.2 business days

🔗 Related Artifacts

📞
Case 00509850
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Cross-Training
Branch
N/A
Technician
Michael Russell
Scheduled
Jul 14, 11:00 AM
Created
Jul 14, 12:28 PM
Invoice #
SM-241247

Work Details (18)

Name Type Status Qty Amount Date
WL-02872240 Expenses Open 1 $0.00 Jul 21, 2:03 AM
WL-02872241 Expenses Open 1 $0.00 Jul 21, 2:03 AM
WL-02872242 Expenses Open 1 $0.00 Jul 21, 2:03 AM
WL-02872243 Expenses Open 1 $0.00 Jul 21, 2:03 AM
WL-02872244 Expenses Open 1 $0.00 Jul 21, 2:03 AM
WL-02872252 Expenses Open 1 $0.00 Jul 21, 2:30 AM
WL-02872253 Expenses Open 1 $0.00 Jul 21, 2:30 AM
WL-02872254 Expenses Open 1 $0.00 Jul 21, 2:30 AM
WL-02872255 Expenses Open 1 $0.00 Jul 21, 2:30 AM
WL-02872256 Expenses Open 1 $0.00 Jul 21, 2:30 AM
WL-02872274 Labor Open 7 $0.00 Jul 21, 3:01 AM
WL-02872275 Labor Open 7 $0.00 Jul 21, 3:01 AM
WL-02872276 Labor Open 5.5 $0.00 Jul 21, 3:01 AM
WL-02872277 Labor Open 10 $0.00 Jul 21, 3:01 AM
WL-02872278 Labor Open 2 $0.00 Jul 21, 3:01 AM
WL-02872279 Labor Open 8 $0.00 Jul 21, 3:01 AM
WL-02872280 Labor Open 14.5 $0.00 Jul 21, 3:01 AM
WL-02872281 Labor Open 14.5 $0.00 Jul 21, 3:01 AM

Details