Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01306670 ↗ ServiceMax

KEYSIGHT TECHNOLOGIES (EMG) • Cross-Training • PC

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

Sep 29, 2025 → Oct 10, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Oct 11, 2025
✓ SLA Met
Active: 9 biz days
🕐 Clock stopped: Completed (Oct 10, 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
9d
▶ Clock Running
Status: Scheduled
Sep 29 → Oct 10, 2025
9 business days (counted)
Running total: 9 of ? biz days used
Created: Sep 29, 2025 Completed: Oct 10, 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 10 Scheduled ▶ Running 9 9
Dispatch 0.0d
Coordinators 9.8d
Billing 12.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
9.8 days
Over SLA
Billing
12.0 days
Over SLA
Created: Sep 29, 2025 Due: Oct 11, 2025 Completed: Oct 10, 2025 (1 days early)
📅
9.8 days Total Age
⏱️
12.0d in Invoice Pending Longest Stage
🔄
5 transitions Status Changes
⚠️
17.8d 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 Oct 6, 2025
Visit 2 Oct 7, 2025
Visit 3 Oct 8, 2025
Visit 4 Oct 9, 2025
Visit 5 Oct 10, 2025

AI Analysis

Powered by OpenAI
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 Invoiced
Cross-Training • Nidal Al-Sharif
Created: Sep 29, 2025 • Closed: Oct 3, 2025
WO-01306670 (current) Invoiced
Cross-Training • Nidal Al-Sharif
Created: Sep 29, 2025 • Closed: Oct 10, 2025
Completed with significant delays
Invoiced • 156 days old
🚨
Primary Delay 12.0 days stuck in "Invoice Pending"
⏱️
Total Delay 17.8 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
9.8d / 2.0d SLA
Closed
1.0d / 1.0d SLA
Invoice Pending
12.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
Keysight Training 10/6 to 11/11/2025
🔍 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, 1:26 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
👷
▶
3 Status: Assigned Sep 29, 1:32 PM
Status: Assigned → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Michael Burris
Technician: Nidal Al-Sharif
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-10-04T15:00:00.000+0000
⚠️ 6.0 business days
⏱️
Labor Added Oct 6, 9:03 AM
Type: Labor
Status: Open
Qty: 8
⏳ 2.0 business days
⏱️
Labor Added Oct 7, 9:30 AM
Type: Labor
Status: Open
Qty: 8
⏳ 2.0 business days
⏱️
Labor Added Oct 8, 10:47 AM
Type: Labor
Status: Open
Qty: 8
⏳ 2.0 business days
⏱️
Labor Added Oct 9, 10:59 AM
Type: Labor
Status: Open
Qty: 8
⏱️
▶
2 Labor Added Oct 10, 10:30 AM
Labor Added → Status: Completed
✔️
Status: Completed by Nidal Al-Sharif
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 10d 20h, 0m
⏳ 1.0 business days
📄
Status: Ready to Bill by Hannah Shaw Oct 13, 10:02 AM
From: Closed, Ready to Bill
To: Ready to Bill, Invoice Pending
Duration in Previous: 2d 23h, 0m
🚨 12.0 business days
💰
Status: Invoiced by Hannah Shaw Oct 29, 10:29 AM
From: Invoice Pending
To: Invoiced
Duration in Previous: 16d 0h
⏳ 2.0 business days
🧾
Invoice Created Oct 30, 11:10 AM
Invoice Number: SM-243429

Bottlenecks

Scheduled
Duration: 9.8 business days (threshold: 2.0 business days)
Exceeded by 7.8 business days
Invoice Pending
Duration: 12.0 business days (threshold: 2.0 business days)
Exceeded by 10.0 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, 1:26 PM
Invoice #
SM-243429

Work Details (5)

Name Type Status Qty Amount Date
WL-02960689 Labor Open 8 $560.00 Oct 6, 9:03 AM
WL-02961823 Labor Open 8 $560.00 Oct 7, 9:30 AM
WL-02963186 Labor Open 8 $560.00 Oct 8, 10:47 AM
WL-02964827 Labor Open 8 $560.00 Oct 9, 10:59 AM
WL-02966254 Labor Open 8 $560.00 Oct 10, 10:30 AM

Details