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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01309239 ↗ ServiceMax

THOR • Support • PC

📍 THOR Customer-Coral Gables FL — 9475 Journey's End Road, Coral Gables FL, 33156

Oct 14, 2025 → Nov 11, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Oct 28, 2025
✗ SLA Missed (9 biz days late)
Active: 19 biz days
🕐 Clock stopped: Completed (Nov 11, 2025)
▶ Clock Running
Status: Created
Oct 14 → Oct 14, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Oct 14 → Oct 14, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Oct 14 → Oct 14, 2025
0 business days (counted)
Running total: 0 of ? biz days used
9d
▶ Clock Running
Status: Scheduled
Oct 14 → Oct 27, 2025
9 business days (counted)
Running total: 9 of ? biz days used
4d
▶ Clock Running
Status: Reschedule
Oct 27 → Oct 31, 2025
4 business days (counted)
Running total: 13 of ? biz days used
6d
▶ Clock Running
Status: Scheduled
Oct 31 → Nov 11, 2025
6 business days (counted)
Running total: 19 of ? biz days used
Created: Oct 14, 2025 Completed: Nov 11, 2025
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Oct 14 → Oct 14 Created ▶ Running 0 0
Oct 14 → Oct 14 Ready for Scheduling ▶ Running 0 0
Oct 14 → Oct 14 Assigned ▶ Running 0 0
Oct 14 → Oct 27 Scheduled ▶ Running 9 9
Oct 27 → Oct 31 Reschedule ▶ Running 4 13
Oct 31 → Nov 11 Scheduled ▶ Running 6 19
Dispatch 0.0d
Coordinators 21.9d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
21.9 days
Over SLA
Billing
0.0 days
Created: Oct 14, 2025 Due: Oct 28, 2025 Completed: Nov 11, 2025 (13 days late)
📅
20.0 days Total Age
⏱️
9.6d in Scheduled Longest Stage
🔄
7 transitions Status Changes
⚠️
16.3d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
4 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00535021
NovoThor install Support
Closed
Q-00030581 Technician Ray Andreu randreu@emsar.com 305-216-1568 Install Support Where: 9475 Journey's End Road Coral Gables Florida United States 33156 When: Tuesday October 28th at 9 AM Will take roughly 2 hours.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Chandler Lacy
Owner
Sherry Reich
Created
Oct 13, 2025
Work Orders from this Case (1)
WO-01309239 (current) Invoiced
Support • Ray Andreu
Created: Oct 14, 2025 • Closed: Nov 11, 2025
Completed with significant delays
Invoiced • 141 days old
🚨
Primary Delay 9.6 days stuck in "Scheduled"
⏱️
Total Delay 16.3 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
0.6d / 1.0d SLA
Scheduled
16.6d / 2.0d SLA
Reschedule
4.7d / 2.0d SLA
Closed
2.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10/31/25 AJinerson - Received email from Thor POC Chandler requesting to reschedule to 11/11.

Emailed back w/ FSE confirming visit for 11/11 and asking what the expected arrival time will be.


10/30/25 AJinerson - Per notes below, this will need to be rescheduled once customer takes care of their mold issue.


10/27/25 AJinerson - Received email from Sales Team/Customer stating:

" WO-01309239 for THOR Install support for tomorrow for Ray Andreu needs Rescheduled.      The customer has found mold in the house and we can not enter until it is mitigated.  "

🔧 Work Performed
Assist in THOR bed install
🔍 Technician Findings
Assist THOR bed install.
⚠️ Problem Description
Q-00030581 Technician Ray Andreu randreu@emsar.com 305-216-1568 Install Support Where: 9475 Journey's End Road Coral Gables Florida United States 33156 When: Tuesday October 28th at 9 AM Will take roughly 2 hours.
📄 Description
NovoTHOR

Timeline

📞
Case Linked Oct 13, 1:42 PM
Case Number: 00535021
Subject: NovoThor install Support
Status: Closed
📋
▶
3 Work Order Created Oct 14, 10:22 AM
Work Order Created → Expenses Added → Status: Ready for Scheduling
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
3 Technician Assigned Oct 14, 3:31 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Rhea Berry
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 5h 7m, 0m
📅
Dispatch Scheduled by Rhea Berry
Scheduled For: 2025-10-28T13:00:00.000+0000
🚨 10.0 business days
🔄
Status: Reschedule by Abby Jinerson Oct 27, 2:02 PM
From: Scheduled
To: Reschedule
Duration in Previous: 12d 22h
⚠️ 5.0 business days
📅
▶
2 Dispatch Scheduled Oct 31, 9:20 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Abby Jinerson
From: Reschedule
To: Scheduled
Duration in Previous: 3d 19h
⚠️ 7.0 business days
⏱️
3x Labor Added Nov 11, 1:14 PM
Type: Labor, Travel
Status: Open
Qty: 2.8333333333333, 12.7
✔️
Status: Completed by Ramon Andreu Nov 11, 3:11 PM
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 11d 6h, 0m
⏳ 2.0 business days
📄
▶
2 Status: Ready to Bill Nov 13, 1:13 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⏳ 2.0 business days
🧾
Invoice Created Nov 14, 5:32 PM
Invoice Number: SM-246434

Bottlenecks

Scheduled
Duration: 9.6 business days (threshold: 2.0 business days)
Exceeded by 7.6 business days
Reschedule
Duration: 4.7 business days (threshold: 2.0 business days)
Exceeded by 2.7 business days
Scheduled
Duration: 7.0 business days (threshold: 2.0 business days)
Exceeded by 5.0 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00535021
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Support
Branch
ERLA - PROD
Technician
Ray Andreu
Scheduled
Nov 11, 9:00 AM
Created
Oct 14, 10:22 AM
Invoice #
SM-246434

Work Details (4)

Name Type Status Qty Amount Date
WL-02969641 Expenses Open 1 $0.00 Oct 14, 10:22 AM
WL-03003315 Labor Open 2.8333333333333 $270.00 Nov 11, 1:14 PM
WL-03003316 Travel Open 12.7 $100.00 Nov 11, 1:14 PM
WL-03003317 Travel Open 12.7 $0.00 Nov 11, 1:14 PM

Details