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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01310263 ↗ ServiceMax

EMSAR HOUSE ACCOUNT • Cross-Training • PC

📍 Darrell Hope Trunk Stock — 40 E Sidney Ave, Apt 3D, Mount Vernon NY, 10550

Oct 20, 2025 → Oct 23, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Oct 25, 2025
✓ SLA Met (1 biz days early)
Active: 3 biz days
🕐 Clock stopped: Completed (Oct 23, 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
3d
▶ Clock Running
Status: Scheduled
Oct 20 → Oct 23, 2025
3 business days (counted)
Running total: 3 of ? biz days used
Created: Oct 20, 2025 Completed: Oct 23, 2025
Show SLA Clock Detail (4 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 → Oct 23 Scheduled ▶ Running 3 3
Dispatch 0.0d
Coordinators 4.2d
Billing 0.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
4.2 days
Over SLA
Billing
0.0 days
Created: Oct 20, 2025 Due: Oct 25, 2025 Completed: Oct 23, 2025 (2 days early)
📅
4.0 days Total Age
⏱️
4.0d in Scheduled Longest Stage
🔄
5 transitions Status Changes
⚠️
2.3d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
2 lines Work Details
🏠
2 visits On-Site Trips
📋
Coordinator Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
Visit 1 Oct 20, 2025
Visit 2 Oct 21, 2025

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 Canceled
Cross-Training
Created: Oct 20, 2025
WO-01310263 (current) 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
Completed with minor delays
Invoiced • 135 days old
🚨
Primary Delay 4.0 days stuck in "Scheduled"
⏱️
Total Delay 2.3 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
0.2d / 1.0d SLA
Scheduled
4.0d / 2.0d SLA
Closed
1.3d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
10/20, dhope, EMSAR U
🔍 Technician Findings
10/20, dhope, ESAR U
⚠️ Problem Description
1x for CBTs in EMSAR U Ending 10/25 for Darrell Hope.

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, 9:29 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
👷
▶
3 Technician Assigned Oct 20, 10:58 AM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 1h 28m, 0m
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-10-20T12:00:00.000+0000
⏳ 4.0 business days
⏱️
Labor Added Oct 23, 2:03 PM
Type: Labor
Status: Open
Qty: 8
⏱️
▶
2 Labor Added Oct 23, 5:45 PM
Labor Added → Status: Completed
✔️
Status: Completed by Darrell Hope
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 3d 6h, 0m
📄
▶
2 Status: Ready to Bill Oct 24, 5:08 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
⏳ 1.9 business days
🧾
Invoice Created Oct 27, 4:39 PM
Invoice Number: SM-244746

Bottlenecks

Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Closed
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.2 business hours

🔗 Related Artifacts

📞
Case 00535044
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Cross-Training
Branch
N/A
Technician
Darrell Hope
Scheduled
Oct 20, 8:00 AM
Created
Oct 20, 9:29 AM
Invoice #
SM-244746

Work Details (2)

Name Type Status Qty Amount Date
WL-02981636 Labor Open 8 $0.00 Oct 23, 2:03 PM
WL-02982034 Labor Open 2.5 $0.00 Oct 23, 5:45 PM

Details