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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01310262 ↗ ServiceMax

MIDMARK • Cross-Training • PC

📍 David Trost Trunk Stock — 599 W. Merrick Road Unit 1305, Valley Stream NY, 11580

Oct 20, 2025 → Nov 10, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Nov 8, 2025
✗ SLA Missed (1 biz days late)
Active: 15 biz days
🕐 Clock stopped: Canceled (Nov 10, 2025)
▶ Clock Running
Status: Created
Oct 20 → Oct 20, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Oct 20 → Oct 20, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Oct 20 → Oct 20, 2025
0 business days (counted)
Running total: 0 of ? biz days used
15d
▶ Clock Running
Status: Scheduled
Oct 20 → Nov 10, 2025
15 business days (counted)
Running total: 15 of ? biz days used
▶ Clock Running
Status: Entered
Nov 10 → Nov 10, 2025
0 business days (counted)
Running total: 15 of ? biz days used
Created: Oct 20, 2025 Canceled: Nov 10, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Oct 20 → Oct 20 Created ▶ Running 0 0
Oct 20 → Oct 20 Ready for Scheduling ▶ Running 0 0
Oct 20 → Oct 20 Assigned ▶ Running 0 0
Oct 20 → Nov 10 Scheduled ▶ Running 15 15
Nov 10 → Nov 10 Entered ▶ Running 0 15
Dispatch 1.0d
Coordinators 16.2d
✗ SLA Missed
Dispatch
1.0 days
Over SLA
Coordinators
16.2 days
Over SLA
Created: Oct 20, 2025 Due: Nov 8, 2025 Completed: Nov 10, 2025 (1 days late)
📅
16.0 days Total Age
⏱️
16.0d in Scheduled Longest Stage
🔄
5 transitions Status Changes
⚠️
14.5d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
0 lines Work Details

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00535044
ID: 18- New Training Request Form : Darrell Hope - Midmark Product Training
Closed
1x OJT work order Ending 11/8 for Darrell Hope "Per request on attachment/ For all OJT, please add the following questions to the problem description: Q: Service Type (pm, repair, other)?: Q: Make / Model?: Q: Service Performed?: Q: Mentor?:"
Priority
High
Origin
Email
Reason
New Case
Contact
N/A
Owner
Kimberly Hardison
Created
Oct 13, 2025
Work Orders from this Case (4)
WO-01310262 (current) Canceled
Cross-Training
Created: Oct 20, 2025
WO-01310263 Invoiced
Cross-Training • Darrell Hope
Created: Oct 20, 2025 • Closed: Oct 23, 2025
WO-01310265 Invoiced
Cross-Training • Darrell Hope
Created: Oct 20, 2025 • Closed: Nov 7, 2025
WO-01310266 Invoiced
Cross-Training • Darrell Hope
Created: Oct 20, 2025 • Closed: Nov 14, 2025
Behind Schedule - Needs Attention
Canceled • 135 days old
🚨
Primary Delay 16.0 days stuck in "Scheduled"
⏱️
Total Delay 14.5 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
1.0d / 0.5d SLA
Ready for Scheduling
0.2d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
16.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
11/10 KHardison, Cancelling, not needed.
⚠️ Problem Description
1x OJT work order Ending 11/8 for Darrell Hope "Per request on attachment/ For all OJT, please add the following questions to the problem description: Q: Service Type (pm, repair, other)?: Q: Make / Model?: Q: Service Performed?: Q: Mentor?:"

Timeline

📞
Case Linked Oct 13, 2:05 PM
Case Number: 00535044
Subject: ID: 18- New Training Request Form : Darrell Hope - Midmark Product Training
Status: Closed
⚠️ 5.0 business days
📋
▶
2 Work Order Created Oct 20, 9:28 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Technician Assigned Oct 20, 11:04 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1h 36m
📅
▶
2 Dispatch Scheduled Oct 20, 11:10 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kourtney Smith
From: Assigned
To: Scheduled
Duration in Previous: 5m
⚠️ 6.0 business days
📅
Dispatch Scheduled by Kourtney Smith Oct 27, 8:43 AM
Scheduled For: 2025-11-03T18:00:00.000+0000
⏳ 4.0 business days
📅
Dispatch Scheduled by Kourtney Smith Oct 30, 10:18 AM
Scheduled For: 2025-11-04T17:00:00.000+0000
⚠️ 8.0 business days
🆕
Status: Entered by Kourtney Smith Nov 10, 8:50 AM
From: Scheduled
To: Entered
Duration in Previous: 20d 22h
🚫
Status: Canceled by Kimberly Hardison Nov 10, 5:11 PM
From: Entered
To: Canceled
Duration in Previous: 8h 20m

Bottlenecks

Scheduled
Duration: 16.0 business days (threshold: 2.0 business days)
Exceeded by 14.0 business days
Entered
Duration: 1.0 business days (threshold: 4.0 business hours)
Exceeded by 4.0 business hours

🔗 Related Artifacts

📞
Case 00535044
Closed

ℹ️ Work Order Details

Status
Canceled
Priority
PC
Type
Cross-Training
Branch
N/A
Technician
Unassigned
Scheduled
N/A
Created
Oct 20, 9:28 AM
Invoice #
N/A

Details