Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01306669 ↗ ServiceMax

KEYSIGHT TECHNOLOGIES (EMG) • Cross-Training • PC

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

Sep 29, 2025 → Oct 3, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Oct 11, 2025
✓ SLA Met (5 biz days early)
Active: 4 biz days
🕐 Clock stopped: Completed (Oct 3, 2025)
▶ Clock Running
Status: Created
Sep 29 → Sep 29, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 29 → Sep 29, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Sep 29 → Sep 29, 2025
0 business days (counted)
Running total: 0 of ? biz days used
4d
▶ Clock Running
Status: Scheduled
Sep 29 → Oct 3, 2025
4 business days (counted)
Running total: 4 of ? biz days used
Created: Sep 29, 2025 Completed: Oct 3, 2025
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Sep 29 → Sep 29 Created ▶ Running 0 0
Sep 29 → Sep 29 Ready for Scheduling ▶ Running 0 0
Sep 29 → Sep 29 Assigned ▶ Running 0 0
Sep 29 → Oct 3 Scheduled ▶ Running 4 4
Dispatch 0.0d
Coordinators 4.8d
Billing 4.8d
✓ SLA Met
Dispatch
0.0 days
Coordinators
4.8 days
Over SLA
Billing
4.8 days
Over SLA
Created: Sep 29, 2025 Due: Oct 11, 2025 Completed: Oct 3, 2025 (8 days early)
📅
4.8 days Total Age
⏱️
4.8d in Scheduled Longest Stage
🔄
5 transitions Status Changes
⚠️
5.8d 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 29, 2025
Visit 2 Sep 30, 2025
Visit 3 Oct 1, 2025
Visit 4 Oct 2, 2025
Visit 5 Oct 3, 2025

AI Analysis

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Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00531076
Work Order
Closed
Can I have a Work Order for Keysight Training for the week of October 4th and the week of October 11th , please I just wanted to let you know that there's no FOM approval needed. I'm working on the Keysight account -Nidal Al-Sharif
Priority
Standard
Origin
Email
Reason
New Case
Contact
EMSAR EMSAR
Owner
Shelby Robinson
Created
Sep 29, 2025
Work Orders from this Case (2)
WO-01306669 (current) Invoiced
Cross-Training • Nidal Al-Sharif
Created: Sep 29, 2025 • Closed: Oct 3, 2025
WO-01306670 Invoiced
Cross-Training • Nidal Al-Sharif
Created: Sep 29, 2025 • Closed: Oct 10, 2025
Completed with minor delays
Invoiced • 156 days old
🚨
Primary Delay 4.8 days stuck in "Scheduled"
⏱️
Total Delay 5.8 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
0.0d / 1.0d SLA
Scheduled
4.8d / 2.0d SLA
Closed
1.2d / 1.0d SLA
Invoice Pending
4.8d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

9-29 Pgreen Change due date to match training schedule.

🔧 Work Performed
Keysight Training 09/29 to 10/4/2025
🔍 Technician Findings
Keysight Training
⚠️ Problem Description
Can I have a Work Order for Keysight Training for the week of October 4th and the week of October 11th , please I just wanted to let you know that there's no FOM approval needed. I'm working on the Keysight account -Nidal Al-Sharif

Timeline

📞
Case Linked Sep 29, 9:03 AM
Case Number: 00531076
Subject: Work Order
Status: Closed
📋
▶
2 Work Order Created Sep 29, 1:25 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Shelby Robinson
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
4 Technician Assigned Sep 29, 1:35 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled → Labor Added
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 9m, 0m
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-10-04T15:00:00.000+0000
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 8
⏱️
Labor Added Sep 30, 8:58 AM
Type: Labor
Status: Open
Qty: 8
⏱️
Labor Added Oct 1, 8:47 AM
Type: Labor
Status: Open
Qty: 8
⏳ 2.0 business days
⏱️
Labor Added Oct 2, 9:09 AM
Type: Labor
Status: Open
Qty: 8
⏱️
Labor Added Oct 3, 9:03 AM
Type: Labor
Status: Open
Qty: 8
✔️
Status: Completed by Nidal Al-Sharif Oct 3, 6:27 PM
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 4d 4h, 0m
⏳ 1.7 business days
📄
Status: Ready to Bill by Hannah Shaw Oct 6, 1:54 PM
From: Closed, Ready to Bill
To: Ready to Bill, Invoice Pending
Duration in Previous: 2d 19h, 0m
⚠️ 5.0 business days
💰
Status: Invoiced by Hannah Shaw Oct 13, 1:20 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 6d 23h
🧾
Invoice Created Oct 14, 11:52 AM
Invoice Number: SM-242995

Bottlenecks

Scheduled
Duration: 4.8 business days (threshold: 2.0 business days)
Exceeded by 2.8 business days
Closed
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.5 business hours
Invoice Pending
Duration: 4.8 business days (threshold: 2.0 business days)
Exceeded by 2.8 business days

🔗 Related Artifacts

📞
Case 00531076
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Cross-Training
Branch
N/A
Technician
Nidal Al-Sharif
Scheduled
Oct 4, 11:00 AM
Created
Sep 29, 1:25 PM
Invoice #
SM-242995

Work Details (5)

Name Type Status Qty Amount Date
WL-02953030 Labor Open 8 $560.00 Sep 29, 1:37 PM
WL-02954068 Labor Open 8 $560.00 Sep 30, 8:58 AM
WL-02955800 Labor Open 8 $560.00 Oct 1, 8:47 AM
WL-02957321 Labor Open 8 $560.00 Oct 2, 9:09 AM
WL-02958737 Labor Open 8 $560.00 Oct 3, 9:03 AM

Details