Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01309315 ↗ ServiceMax

THOR • Support • PC

📍 THOR Customer- Frisco TX — 3213 Santa Bella Dr, Frisco TX, 75034

Oct 14, 2025 → Oct 19, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Oct 17, 2025
✗ SLA Missed (1 biz days late)
Active: 4 biz days
🕐 Clock stopped: Completed (Oct 20, 2025)
▶ Clock Running
Status: Created
Oct 14 → Oct 14, 2025
0 business days (counted)
Running total: 0 of ? biz days used
1d
▶ Clock Running
Status: Ready for Scheduling
Oct 14 → Oct 15, 2025
1 business day (counted)
Running total: 1 of ? biz days used
▶ Clock Running
Status: Assigned
Oct 15 → Oct 15, 2025
0 business days (counted)
Running total: 1 of ? biz days used
3d
▶ Clock Running
Status: Scheduled
Oct 15 → Oct 20, 2025
3 business days (counted)
Running total: 4 of ? biz days used
Created: Oct 14, 2025 Completed: Oct 20, 2025
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Oct 14 → Oct 14 Created ▶ Running 0 0
Oct 14 → Oct 15 Ready for Scheduling ▶ Running 1 1
Oct 15 → Oct 15 Assigned ▶ Running 0 1
Oct 15 → Oct 20 Scheduled ▶ Running 3 4
Dispatch 0.0d
Coordinators 5.0d
Billing 0.3d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
5.0 days
Over SLA
Billing
0.3 days
Created: Oct 14, 2025 Due: Oct 17, 2025 Completed: Oct 20, 2025 (2 days late)
📅
4.0 days Total Age
⏱️
3.3d in Scheduled Longest Stage
🔄
7 transitions Status Changes
⚠️
3.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
7 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00535295
FW: NovoThor relocation frisco tx
Closed
Q-00030591 Chane Lacey 2nd stop on 10/17 1pm THOR Relocation Support Where: pick up at 3213 Santa Bella Dr frisco. Tx To: drop off at 9201 meadow ln Frisco tx When: Friday October 17th @ 1 PM
Priority
Standard
Origin
Email
Reason
New Case
Contact
Chandler Lacy
Owner
Kimberly Hardison
Created
Oct 14, 2025
Work Orders from this Case (1)
WO-01309315 (current) Invoiced
Support • Chane Lacy
Created: Oct 14, 2025 • Closed: Oct 19, 2025
Completed with minor delays
Invoiced • 141 days old
🚨
Primary Delay 3.3 days stuck in "Scheduled"
⏱️
Total Delay 3.0 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
1.7d / 1.0d SLA
Scheduled
3.3d / 2.0d SLA
Closed
2.9d / 1.0d SLA
WO Correction Needed
0.3d
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10.20.25 Hshaw - missing travel mileage to site

🔧 Work Performed
Assist Rep in moving and installing unit
🔍 Technician Findings
Assist Rep in moving and installing unit
⚠️ Problem Description
Q-00030591 Chane Lacey 2nd stop on 10/17 1pm THOR Relocation Support Where: pick up at 3213 Santa Bella Dr frisco. Tx To: drop off at 9201 meadow ln Frisco tx When: Friday October 17th @ 1 PM
📄 Description
NovoTHOR

Timeline

📞
Case Linked Oct 14, 10:22 AM
Case Number: 00535295
Subject: FW: NovoThor relocation frisco tx
Status: Closed
📋
▶
3 Work Order Created Oct 14, 2:06 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: 0m
👷
▶
3 Status: Assigned Oct 15, 9:06 AM
Status: Assigned → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kaitlyn Kelch
Technician: Chane Lacy
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-10-17T18:00:00.000+0000
⏳ 3.0 business days
⏱️
▶
2 4x Labor Added Oct 19, 10:11 PM
4x Labor Added → Status: Completed
✔️
Status: Completed by Chane Lacy
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 4d 13h, 0m
✏️
Status: WO Correction Needed by Hannah Shaw Oct 20, 9:48 AM
From: Closed
To: WO Correction Needed
Duration in Previous: 11h 36m
💵
Expenses Added Oct 20, 10:41 AM
Type: Expenses
Status: Open
Qty: 1
🚗
▶
2 Travel Added Oct 20, 12:24 PM
Travel Added → Status: Closed
🏁
Status: Closed by Craig Dempsey
From: WO Correction Needed
To: Closed
Duration in Previous: 2h 35m
📄
▶
2 Status: Ready to Bill Oct 21, 10:26 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 22, 11:58 AM
Invoice Number: SM-244252

Bottlenecks

Ready for Scheduling
Duration: 1.7 business days (threshold: 1.0 business days)
Exceeded by 5.9 business hours
Scheduled
Duration: 3.3 business days (threshold: 2.0 business days)
Exceeded by 1.3 business days
Closed
Duration: 1.9 business days (threshold: 1.0 business days)
Exceeded by 7.6 business hours

🔗 Related Artifacts

📞
Case 00535295
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Support
Branch
ERLA - PROD
Technician
Chane Lacy
Scheduled
Oct 17, 2:00 PM
Created
Oct 14, 2:06 PM
Invoice #
SM-244252

Work Details (7)

Name Type Status Qty Amount Date
WL-02969980 Expenses Open 1 $0.00 Oct 14, 2:06 PM
WL-02976555 Labor Open 1 $0.00 Oct 19, 10:11 PM
WL-02976556 Labor Open 2 $180.00 Oct 19, 10:11 PM
WL-02976557 Labor Open 4.5 $0.00 Oct 19, 10:11 PM
WL-02976558 Travel Open 239 $0.00 Oct 19, 10:11 PM
WL-02976859 Expenses Open 1 $0.00 Oct 20, 10:41 AM
WL-02976973 Travel Open 50 $400.00 Oct 20, 12:24 PM

Details