Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01304379 ↗ ServiceMax

KEYSIGHT TECHNOLOGIES (EMG) • Cross-Training • PC

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

Sep 15, 2025 → Sep 26, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Oct 4, 2025
✓ SLA Met (5 biz days early)
Active: 9 biz days
🕐 Clock stopped: Completed (Sep 26, 2025)
▶ Clock Running
Status: Created
Sep 15 → Sep 15, 2025
0 business days (counted)
Running total: 0 of ? biz days used
5d
▶ Clock Running
Status: Assigned
Sep 15 → Sep 22, 2025
5 business days (counted)
Running total: 5 of ? biz days used
4d
▶ Clock Running
Status: Scheduled
Sep 22 → Sep 26, 2025
4 business days (counted)
Running total: 9 of ? biz days used
Created: Sep 15, 2025 Completed: Sep 26, 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 22 Assigned ▶ Running 5 5
Sep 22 → Sep 26 Scheduled ▶ Running 4 9
Dispatch 0.1d
Coordinators 10.7d
Billing 3.0d
✓ SLA Met
Dispatch
0.1 days
Coordinators
10.7 days
Over SLA
Billing
3.0 days
Over SLA
Created: Sep 15, 2025 Due: Oct 4, 2025 Completed: Sep 26, 2025 (8 days early)
📅
9.9 days Total Age
⏱️
5.8d in Assigned Longest Stage
🔄
5 transitions Status Changes
⚠️
10.8d 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 22, 2025
Visit 2 Sep 23, 2025
Visit 3 Sep 24, 2025
Visit 4 Sep 25, 2025
Visit 5 Sep 26, 2025

AI Analysis

Powered by OpenAI
Generating AI analysis...

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 Invoiced
Cross-Training • Nidal Al-Sharif
Created: Sep 15, 2025 • Closed: Sep 19, 2025
WO-01304379 (current) Invoiced
Cross-Training • Nidal Al-Sharif
Created: Sep 15, 2025 • Closed: Sep 26, 2025
Completed with significant delays
Invoiced • 170 days old
🚨
Primary Delay 5.8 days stuck in "Assigned"
⏱️
Total Delay 10.8 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
5.8d / 0.5d SLA
Scheduled
4.8d / 2.0d SLA
Closed
2.6d / 1.0d SLA
Invoice Pending
3.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
Keysight Training 09/22 to 9/27/2025
🔍 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, 12:31 PM
Work Order: WO-01304379
Type: Cross-Training
Priority: PC
👷
▶
2 Status: Assigned Sep 15, 1:22 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Michael Burris
Technician: a0hVU000000KcU9YAK, Nidal Al-Sharif
⚠️ 6.0 business days
⏱️
Labor Added Sep 22, 9:00 AM
Type: Labor
Status: Open
Qty: 8
👷
▶
3 Technician Assigned Sep 22, 1:21 PM
Technician Assigned → Dispatch Scheduled → Status: Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-09-22T15:00:00.000+0000
🗓️
Status: Scheduled by Michael Burris
From: Assigned
To: Scheduled
Duration in Previous: 7d 0h
⏱️
Labor Added Sep 23, 8:57 AM
Type: Labor
Status: Open
Qty: 8
⏱️
Labor Added Sep 24, 8:51 AM
Type: Labor
Status: Open
Qty: 8
⏳ 2.0 business days
⏱️
Labor Added Sep 25, 9:03 AM
Type: Labor
Status: Open
Qty: 8
⏱️
Labor Added Sep 26, 8:18 AM
Type: Labor
Status: Open
Qty: 8
✔️
Status: Completed by Nidal Al-Sharif Sep 26, 3:11 PM
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 4d 1h, 0m
⏳ 3.0 business days
📄
Status: Ready to Bill by Hannah Shaw Sep 30, 10:40 AM
From: Closed, Ready to Bill
To: Ready to Bill, Invoice Pending
Duration in Previous: 3d 19h, 0m
⏳ 3.0 business days
💰
Status: Invoiced by Hannah Shaw Oct 2, 12:28 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 2d 1h
🧾
Invoice Created Oct 3, 10:58 AM
Invoice Number: SM-242370

Bottlenecks

Assigned
Duration: 5.8 business days (threshold: 4.0 business hours)
Exceeded by 5.3 business days
Scheduled
Duration: 4.8 business days (threshold: 2.0 business days)
Exceeded by 2.8 business days
Closed
Duration: 2.6 business days (threshold: 1.0 business days)
Exceeded by 1.6 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, 12:31 PM
Invoice #
SM-242370

Work Details (5)

Name Type Status Qty Amount Date
WL-02944267 Labor Open 8 $560.00 Sep 22, 9:00 AM
WL-02945604 Labor Open 8 $560.00 Sep 23, 8:57 AM
WL-02947102 Labor Open 8 $560.00 Sep 24, 8:51 AM
WL-02948827 Labor Open 8 $560.00 Sep 25, 9:03 AM
WL-02950445 Labor Open 8 $560.00 Sep 26, 8:18 AM

Details