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WO-01304378 ↗ ServiceMax

KEYSIGHT TECHNOLOGIES (EMG) • Cross-Training • PC

📍 Nidal Al-Sharif Trunk Stock — 6211 S Crystal River Dr, Murray UT, 84123

Sep 15, 2025 → Sep 19, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Sep 27, 2025
✓ SLA Met (5 biz days early)
Active: 4 biz days
🕐 Clock stopped: Completed (Sep 19, 2025)
▶ Clock Running
Status: Created
Sep 15 → Sep 15, 2025
0 business days (counted)
Running total: 0 of ? biz days used
4d
▶ Clock Running
Status: Assigned
Sep 15 → Sep 19, 2025
4 business days (counted)
Running total: 4 of ? biz days used
▶ Clock Running
Status: Scheduled
Sep 19 → Sep 19, 2025
0 business days (counted)
Running total: 4 of ? biz days used
Created: Sep 15, 2025 Completed: Sep 19, 2025
Show SLA Clock Detail (3 periods)
Period Status Clock Biz Days Running Total
Sep 15 → Sep 15 Created ▶ Running 0 0
Sep 15 → Sep 19 Assigned ▶ Running 4 4
Sep 19 → Sep 19 Scheduled ▶ Running 0 4
Dispatch 0.1d
Coordinators 4.9d
Billing 3.0d
✓ SLA Met
Dispatch
0.1 days
Coordinators
4.9 days
Over SLA
Billing
3.0 days
Over SLA
Created: Sep 15, 2025 Due: Sep 27, 2025 Completed: Sep 19, 2025 (8 days early)
📅
4.9 days Total Age
⏱️
4.8d in Assigned Longest Stage
🔄
5 transitions Status Changes
⚠️
6.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 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 Sep 15, 2025
Visit 2 Sep 16, 2025
Visit 3 Sep 17, 2025
Visit 4 Sep 18, 2025
Visit 5 Sep 19, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00527090
Work Order
Closed
Priority
Standard
Origin
Email
Reason
New Case
Contact
EMSAR EMSAR
Owner
John Rolston
Created
Sep 15, 2025
Work Orders from this Case (2)
WO-01304378 (current) Invoiced
Cross-Training • Nidal Al-Sharif
Created: Sep 15, 2025 • Closed: Sep 19, 2025
WO-01304379 Invoiced
Cross-Training • Nidal Al-Sharif
Created: Sep 15, 2025 • Closed: Sep 26, 2025
Completed with minor delays
Invoiced • 170 days old
🚨
Primary Delay 4.8 days stuck in "Assigned"
⏱️
Total Delay 6.6 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.1d / 0.5d SLA
Assigned
4.8d / 0.5d SLA
Scheduled
0.1d / 2.0d SLA
Closed
2.3d / 1.0d SLA
Invoice Pending
3.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
Keysight Training WE 09.15 to 09.20.25
🔍 Technician Findings
Keysight Training
⚠️ Problem Description
Keysight Training for the week of September 20th for Nidal Al-Sharif

Timeline

📞
Case Linked Sep 15, 9:03 AM
Case Number: 00527090
Subject: Work Order
Status: Closed
📋
Work Order Created Sep 15, 12:30 PM
Work Order: WO-01304378
Type: Cross-Training
Priority: PC
👷
▶
3 Technician Assigned Sep 15, 1:21 PM
Technician Assigned → Status: Assigned → Labor Added
👷
Status: Assigned by Michael Burris
From: Entered
To: Assigned
Duration in Previous: 50m
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 8
⏱️
Labor Added Sep 16, 9:04 AM
Type: Labor
Status: Open
Qty: 8
⏳ 2.0 business days
⏱️
Labor Added Sep 17, 9:08 AM
Type: Labor
Status: Open
Qty: 8
⏱️
Labor Added Sep 18, 8:56 AM
Type: Labor
Status: Open
Qty: 8
⏳ 2.0 business days
⏱️
Labor Added Sep 19, 9:33 AM
Type: Labor
Status: Open
Qty: 8
📅
▶
2 Dispatch Scheduled Sep 19, 5:14 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Michael Burris
From: Assigned
To: Scheduled
Duration in Previous: 4d 3h
✔️
Status: Completed by Nidal Al-Sharif Sep 19, 5:57 PM
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 42m, 0m
⏳ 2.8 business days
📄
Status: Ready to Bill by Hannah Shaw Sep 23, 10:15 AM
From: Closed, Ready to Bill
To: Ready to Bill, Invoice Pending
Duration in Previous: 3d 16h, 0m
⏳ 3.0 business days
💰
Status: Invoiced by Hannah Shaw Sep 25, 11:24 AM
From: Invoice Pending
To: Invoiced
Duration in Previous: 2d 1h
⏳ 2.0 business days
🧾
Invoice Created Sep 26, 11:33 AM
Invoice Number: SM-241765

Bottlenecks

Assigned
Duration: 4.8 business days (threshold: 4.0 business hours)
Exceeded by 4.3 business days
Closed
Duration: 2.3 business days (threshold: 1.0 business days)
Exceeded by 1.3 business days
Invoice Pending
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00527090
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Cross-Training
Branch
N/A
Technician
Nidal Al-Sharif
Scheduled
Sep 22, 11:00 AM
Created
Sep 15, 12:30 PM
Invoice #
SM-241765

Work Details (5)

Name Type Status Qty Amount Date
WL-02936081 Labor Open 8 $560.00 Sep 15, 1:25 PM
WL-02937014 Labor Open 8 $560.00 Sep 16, 9:04 AM
WL-02938378 Labor Open 8 $560.00 Sep 17, 9:08 AM
WL-02940234 Labor Open 8 $560.00 Sep 18, 8:56 AM
WL-02942134 Labor Open 8 $560.00 Sep 19, 9:33 AM

Details