Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01310266 ↗ 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 14, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Nov 15, 2025
✓ SLA Met
Active: 18 biz days
🕐 Clock stopped: Completed (Nov 14, 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
18d
▶ Clock Running
Status: Scheduled
Oct 20 → Nov 14, 2025
18 business days (counted)
Running total: 18 of ? biz days used
Created: Oct 20, 2025 Completed: Nov 14, 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 → Nov 14 Scheduled ▶ Running 18 18
Dispatch 0.0d
Coordinators 19.2d
Billing 0.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
19.2 days
Over SLA
Billing
0.0 days
Created: Oct 20, 2025 Due: Nov 15, 2025 Completed: Nov 14, 2025 (1 days early)
📅
19.0 days Total Age
⏱️
19.0d in Scheduled Longest Stage
🔄
5 transitions Status Changes
⚠️
18.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
10 lines Work Details
🚩
5 visits On-Site Trips
📋
Coordinator Scheduling
🚨
5 On-Site Visits
5 on-site visits — critical red flag: repeated failure to resolve
Visit 1 Nov 10, 2025
Visit 2 Nov 11, 2025
Visit 3 Nov 12, 2025
Visit 4 Nov 13, 2025
Visit 5 Nov 14, 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 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 (current) Invoiced
Cross-Training • Darrell Hope
Created: Oct 20, 2025 • Closed: Nov 14, 2025
Completed with significant delays
Invoiced • 135 days old
🚨
Primary Delay 19.0 days stuck in "Scheduled"
⏱️
Total Delay 18.0 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
0.2d / 1.0d SLA
Scheduled
19.0d / 2.0d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
MIDMARK TRNG
🔍 Technician Findings
MIDMARK TRNG
⚠️ Problem Description
1X Classroom training scheduled for 11/11-11/13 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, 9:34 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, 11:10 AM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 1h 36m, 0m
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-11-10T13:00:00.000+0000
🚨 16.0 business days
⏱️
2x Labor Added Nov 11, 8:46 PM
Type: Labor
Status: Open
Qty: 8, 8.5
⏳ 3.0 business days
⏱️
8x Labor Added Nov 14, 6:51 PM
Type: Labor, Expenses
Status: Open
Qty: 8.5, 9, 1
✔️
Status: Completed by Darrell Hope Nov 14, 6:59 PM
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 25d 8h, 1m
⏳ 2.6 business days
📄
▶
2 Status: Ready to Bill Nov 18, 12:04 PM
Status: Ready to Bill → Status: Invoice Pending
📨
Status: Invoice Pending by Diane Patton
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 1m, 0m
⏳ 4.0 business days
🧾
Invoice Created Nov 21, 6:44 PM
Invoice Number: SM-246840

Bottlenecks

Scheduled
Duration: 19.0 business days (threshold: 2.0 business days)
Exceeded by 17.0 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 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 10, 8:00 AM
Created
Oct 20, 9:34 AM
Invoice #
SM-246840

Work Details (10)

Name Type Status Qty Amount Date
WL-03004090 Labor Open 8 $0.00 Nov 11, 8:46 PM
WL-03004091 Labor Open 8.5 $0.00 Nov 11, 8:46 PM
WL-03008217 Labor Open 8.5 $0.00 Nov 14, 6:51 PM
WL-03008218 Labor Open 8.5 $0.00 Nov 14, 6:51 PM
WL-03008219 Labor Open 9 $0.00 Nov 14, 6:51 PM
WL-03008220 Expenses Open 1 $0.00 Nov 14, 6:51 PM
WL-03008221 Expenses Open 1 $0.00 Nov 14, 6:51 PM
WL-03008222 Expenses Open 1 $0.00 Nov 14, 6:51 PM
WL-03008223 Expenses Open 1 $0.00 Nov 14, 6:51 PM
WL-03008224 Expenses Open 1 $0.00 Nov 14, 6:51 PM

Details