Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01309042 ↗ ServiceMax

KEYSIGHT TECHNOLOGIES (EMG) • Cross-Training • PC

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

Oct 13, 2025 → Oct 18, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Oct 18, 2025
✓ SLA Met
Active: 4 biz days
🕐 Clock stopped: Completed (Oct 18, 2025)
▶ Clock Running
Status: Created
Oct 13 → Oct 13, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Oct 13 → Oct 13, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Oct 13 → Oct 13, 2025
0 business days (counted)
Running total: 0 of ? biz days used
4d
▶ Clock Running
Status: Scheduled
Oct 13 → Oct 18, 2025
4 business days (counted)
Running total: 4 of ? biz days used
Created: Oct 13, 2025 Completed: Oct 18, 2025
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Oct 13 → Oct 13 Created ▶ Running 0 0
Oct 13 → Oct 13 Ready for Scheduling ▶ Running 0 0
Oct 13 → Oct 13 Assigned ▶ Running 0 0
Oct 13 → Oct 18 Scheduled ▶ Running 4 4
Coordinators 4.0d
Billing 7.9d
✓ SLA Met
Coordinators
4.0 days
Over SLA
Billing
7.9 days
Over SLA
Created: Oct 13, 2025 Due: Oct 18, 2025 Completed: Oct 18, 2025 (on time)
📅
4.0 days Total Age
⏱️
7.9d in Invoice Pending Longest Stage
🔄
5 transitions Status Changes
⚠️
7.9d 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 13, 2025
Visit 2 Oct 14, 2025
Visit 3 Oct 15, 2025
Visit 4 Oct 16, 2025
Visit 5 Oct 17, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00534894
work order
Closed
Can I have a Work Order for Keysight Training for the week of October 18th and the week of October 25th , please I just wanted to let you know that there's no FOM approval needed. I’m working on the Keysight account
Priority
Standard
Origin
Email
Reason
New Case
Contact
N/A
Owner
Sherry Reich
Created
Oct 13, 2025
Work Orders from this Case (2)
WO-01309042 (current) Invoiced
Cross-Training • Nidal Al-Sharif
Created: Oct 13, 2025 • Closed: Oct 18, 2025
WO-01309044 Invoiced
Cross-Training • Nidal Al-Sharif
Created: Oct 13, 2025 • Closed: Oct 24, 2025
Completed with minor delays
Invoiced • 142 days old
🚨
Primary Delay 7.9 days stuck in "Invoice Pending"
⏱️
Total Delay 7.9 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
4.0d / 2.0d SLA
Closed
1.0d / 1.0d SLA
Invoice Pending
7.9d / 2.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
Keysight Training 10.13 to 10.18.2025
🔍 Technician Findings
Keysight Training
⚠️ Problem Description
Can I have a Work Order for Keysight Training for the week of October 18th and the week of October 25th , please I just wanted to let you know that there's no FOM approval needed. I’m working on the Keysight account

Timeline

📞
Case Linked Oct 13, 10:11 AM
Case Number: 00534894
Subject: work order
Status: Closed
📋
▶
4 Work Order Created Oct 13, 11:35 AM
Work Order Created → Status: Ready for Scheduling → Technician Assigned → Status: Assigned
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
Technician Assigned by Michael Burris
Technician: Nidal Al-Sharif
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 4m, 0m
📅
Dispatch Scheduled by Michael Burris Oct 13, 11:41 AM
Scheduled For: 2025-10-18T15:00:00.000+0000
⏱️
Labor Added Oct 13, 12:43 PM
Type: Labor
Status: Open
Qty: 8
⏱️
Labor Added Oct 14, 10:29 AM
Type: Labor
Status: Open
Qty: 8
⏱️
Labor Added Oct 15, 10:16 AM
Type: Labor
Status: Open
Qty: 8
⏳ 2.0 business days
⏱️
Labor Added Oct 16, 10:26 AM
Type: Labor
Status: Open
Qty: 8
⏱️
Labor Added Oct 17, 9:53 AM
Type: Labor
Status: Open
Qty: 8
✔️
Status: Completed by Nidal Al-Sharif Oct 18, 12:43 AM
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 4d 13h, 0m
⏳ 1.0 business days
📄
Status: Ready to Bill by Hannah Shaw Oct 20, 12:34 PM
From: Closed, Ready to Bill
To: Ready to Bill, Invoice Pending
Duration in Previous: 2d 11h, 0m
⚠️ 8.0 business days
💰
Status: Invoiced by Hannah Shaw Oct 29, 10:32 AM
From: Invoice Pending
To: Invoiced
Duration in Previous: 8d 21h
⏳ 2.0 business days
🧾
Invoice Created Oct 30, 11:12 AM
Invoice Number: SM-244163

Bottlenecks

Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Invoice Pending
Duration: 7.9 business days (threshold: 2.0 business days)
Exceeded by 5.9 business days

🔗 Related Artifacts

📞
Case 00534894
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Cross-Training
Branch
N/A
Technician
Nidal Al-Sharif
Scheduled
Oct 18, 11:00 AM
Created
Oct 13, 11:35 AM
Invoice #
SM-244163

Work Details (5)

Name Type Status Qty Amount Date
WL-02968582 Labor Open 8 $560.00 Oct 13, 12:43 PM
WL-02969665 Labor Open 8 $560.00 Oct 14, 10:29 AM
WL-02971209 Labor Open 8 $560.00 Oct 15, 10:16 AM
WL-02972900 Labor Open 8 $560.00 Oct 16, 10:26 AM
WL-02974208 Labor Open 8 $560.00 Oct 17, 9:53 AM

Details