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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01306721 ↗ ServiceMax

THOR • Installation • PC

📍 NovoThor Customer - Pittsburgh PA — 1527 Scenery Ridge Drive, Pittsburgh PA, 15241

Sep 29, 2025 → Oct 8, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Oct 8, 2025
✓ SLA Met
Active: 7 biz days
🕐 Clock stopped: Completed (Oct 8, 2025)
▶ Clock Running
Status: Created
Sep 29 → Sep 29, 2025
0 business days (counted)
Running total: 0 of ? biz days used
1d
▶ Clock Running
Status: Ready for Scheduling
Sep 29 → Sep 30, 2025
1 business day (counted)
Running total: 1 of ? biz days used
▶ Clock Running
Status: Assigned
Sep 30 → Sep 30, 2025
0 business days (counted)
Running total: 1 of ? biz days used
6d
▶ Clock Running
Status: Scheduled
Sep 30 → Oct 8, 2025
6 business days (counted)
Running total: 7 of ? biz days used
Created: Sep 29, 2025 Completed: Oct 8, 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 30 Ready for Scheduling ▶ Running 1 1
Sep 30 → Sep 30 Assigned ▶ Running 0 1
Sep 30 → Oct 8 Scheduled ▶ Running 6 7
Dispatch 0.0d
Coordinators 8.6d
Billing 0.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
8.6 days
Over SLA
Billing
0.0 days
Created: Sep 29, 2025 Due: Oct 8, 2025 Completed: Oct 8, 2025 (on time)
📅
7.6 days Total Age
⏱️
7.0d in Scheduled Longest Stage
🔄
6 transitions Status Changes
⚠️
6.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00531179
NovoThor install quote
Closed
Q-00030355 THOR Install Support Only When: 10-8-2025 at 1PM Where: 1527 Scenery Ridge Drive Pittsburgh, PA15342 Quoted from Brandon Green -Per Lawrence Yoder
Priority
Standard
Origin
Email
Reason
New Case
Contact
Chandler Lacy
Owner
Kimberly Hardison
Created
Sep 29, 2025
Work Orders from this Case (1)
WO-01306721 (current) Invoiced
Installation • Brandon Green
Created: Sep 29, 2025 • Closed: Oct 8, 2025
Completed with minor delays
Invoiced • 156 days old
🚨
Primary Delay 7.0 days stuck in "Scheduled"
⏱️
Total Delay 6.0 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
1.6d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
7.0d / 2.0d SLA
Closed
1.4d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

9/30 MOwens Sent chatter to CRamen that this WO is for Brandon Green

🔧 Work Performed
assisted in unloading, unpacking, setup and testing of unit
🔍 Technician Findings
installation
⚠️ Problem Description
Q-00030355 THOR Install Support Only When: 10-8-2025 at 1PM Where: 1527 Scenery Ridge Drive Pittsburgh, PA15342 Quoted from Brandon Green -Per Lawrence Yoder
📄 Description
NovoTHOR

Timeline

📞
Case Linked Sep 29, 11:52 AM
Case Number: 00531179
Subject: NovoThor install quote
Status: Closed
📋
▶
3 Work Order Created Sep 29, 3:08 PM
Work Order Created → Expenses Added → Status: Ready for Scheduling
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered
To: Ready for Scheduling
Duration in Previous: 1m
👷
▶
4 Technician Assigned Sep 30, 11:33 AM
Technician Assigned → Status: Assigned → Status: Scheduled → Dispatch Scheduled
👷
Status: Assigned by Stephanie Ramen
From: Ready for Scheduling
To: Assigned
Duration in Previous: 20h 23m
🗓️
Status: Scheduled by Charles Ramen
From: Assigned
To: Scheduled
Duration in Previous: 3m
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2025-10-08T17:00:00.000+0000
⚠️ 7.0 business days
⏱️
▶
2 5x Labor Added Oct 8, 4:55 PM
5x Labor Added → Status: Completed
✔️
Status: Completed by Brandon Green
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 8d 5h, 0m
📄
▶
2 Status: Ready to Bill Oct 9, 9:33 AM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⏳ 2.0 business days
🧾
Invoice Created Oct 12, 10:47 PM
Invoice Number: SM-243226

Bottlenecks

Ready for Scheduling
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 4.8 business hours
Scheduled
Duration: 7.0 business days (threshold: 2.0 business days)
Exceeded by 5.0 business days
Closed
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.0 business hours

🔗 Related Artifacts

📞
Case 00531179
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Installation
Branch
ERLA - PROD
Technician
Brandon Green
Scheduled
Oct 8, 1:00 PM
Created
Sep 29, 3:08 PM
Invoice #
SM-243226

Work Details (6)

Name Type Status Qty Amount Date
WL-02953171 Expenses Open 1 $0.00 Sep 29, 3:08 PM
WL-02963860 Labor Open 1 $0.00 Oct 8, 4:55 PM
WL-02963861 Labor Open 1.5 $135.00 Oct 8, 4:55 PM
WL-02963862 Labor Open 2 $0.00 Oct 8, 4:55 PM
WL-02963863 Travel Open 50 $200.00 Oct 8, 4:55 PM
WL-02963864 Travel Open 75 $0.00 Oct 8, 4:55 PM

Details