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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01310265 ↗ ServiceMax

EMSAR HOUSE ACCOUNT • Cross-Training • PC

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

Oct 20, 2025 → Nov 7, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Nov 8, 2025
✓ SLA Met
Active: 14 biz days
🕐 Clock stopped: Completed (Nov 7, 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
11d
▶ Clock Running
Status: Scheduled
Oct 20 → Nov 4, 2025
11 business days (counted)
Running total: 11 of ? biz days used
▶ Clock Running
Status: Completed
Nov 4 → Nov 5, 2025
1 business day (counted)
Running total: 12 of ? biz days used
2d
▶ Clock Running
Status: Scheduled
Nov 5 → Nov 7, 2025
2 business days (counted)
Running total: 14 of ? biz days used
Created: Oct 20, 2025 Completed: Nov 7, 2025
Show SLA Clock Detail (6 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 4 Scheduled ▶ Running 11 11
Nov 4 → Nov 5 Completed ▶ Running 1 12
Nov 5 → Nov 7 Scheduled ▶ Running 2 14
Dispatch 0.0d
Coordinators 15.2d
Field Work 1.2d
Billing 0.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
15.2 days
Over SLA
Field Work
1.2 days
Over SLA
Billing
0.0 days
Created: Oct 20, 2025 Due: Nov 8, 2025 Completed: Nov 7, 2025 (1 days early)
📅
15.0 days Total Age
⏱️
12.0d in Scheduled Longest Stage
🔄
7 transitions Status Changes
⚠️
12.3d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

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 Invoiced
Cross-Training • Darrell Hope
Created: Oct 20, 2025 • Closed: Oct 23, 2025
WO-01310265 (current) 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 significant delays
Invoiced • 135 days old
🚨
Primary Delay 12.0 days stuck in "Scheduled"
⏱️
Total Delay 12.3 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
15.0d / 2.0d SLA
Completed
1.2d / 1.0d SLA
Closed
2.1d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/5/2025 Sramen - received teams message from SRogers asking for serviced timestamp to be removed. Tech is returning multiple days this week and accidentally moved to serviced.


🔧 Work Performed
OJT
🔍 Technician Findings
OJT
⚠️ Problem Description
1x for CBTs in Axiom Ending 11/8 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, 9:33 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, 11:03 AM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 1h 30m
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-11-03T13:00:00.000+0000
⚠️ 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
⏳ 4.0 business days
✔️
▶
2 Status: Completed Nov 4, 5:37 PM
Status: Completed → 5x Labor Added
⏱️
5x Labor Added
Type: Labor, Travel
Status: Open
Qty: 1.2333333333333, 2.7333333333333, 1.7333333333333, 20
🗓️
Status: Scheduled by Shawn Rogers Nov 5, 8:04 AM
From: Completed
To: Scheduled
Duration in Previous: 14h 26m
⏳ 3.0 business days
✔️
Status: Completed by Darrell Hope Nov 7, 6:17 PM
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 2d 10h, 0m
⏳ 2.7 business days
📄
▶
2 Status: Ready to Bill Nov 12, 9:24 AM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
🚨 53.0 business days
🧾
Invoice Created Jan 30, 5:51 PM
Invoice Number: SM-246258

Bottlenecks

Scheduled
Duration: 12.0 business days (threshold: 2.0 business days)
Exceeded by 10.0 business days
Completed
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.4 business hours
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Closed
Duration: 2.1 business days (threshold: 1.0 business days)
Exceeded by 1.1 business days

🔗 Related Artifacts

📞
Case 00535044
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Cross-Training
Branch
N/A
Technician
Darrell Hope
Scheduled
Nov 4, 12:00 PM
Created
Oct 20, 9:33 AM
Invoice #
SM-246258

Work Details (5)

Name Type Status Qty Amount Date
WL-02996172 Labor Open 1.2333333333333 $0.00 Nov 4, 5:41 PM
WL-02996173 Labor Open 2.7333333333333 $0.00 Nov 4, 5:41 PM
WL-02996174 Labor Open 1.7333333333333 $0.00 Nov 4, 5:41 PM
WL-02996175 Travel Open 20 $0.00 Nov 4, 5:41 PM
WL-02996176 Travel Open 20 $0.00 Nov 4, 5:41 PM

Details