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← WO Overview

WO-01310898 ↗ ServiceMax

EMSAR HOUSE ACCOUNT • New Hire Training • PC

📍 Jeffrey Coles Trunk Stock — 12 Valley Frost Court Apt J, Cockeysville MD, 21030

Oct 22, 2025 → Oct 24, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Oct 25, 2025
✓ SLA Met
Active: 2 biz days
🕐 Clock stopped: Completed (Oct 24, 2025)
▶ Clock Running
Status: Created
Oct 22 → Oct 22, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Oct 22 → Oct 22, 2025
0 business days (counted)
Running total: 0 of ? biz days used
1d
▶ Clock Running
Status: Scheduled
Oct 22 → Oct 23, 2025
1 business day (counted)
Running total: 1 of ? biz days used
1d
▶ Clock Running
Status: Tech On Site
Oct 23 → Oct 24, 2025
1 business day (counted)
Running total: 2 of ? biz days used
Created: Oct 22, 2025 Completed: Oct 24, 2025
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Oct 22 → Oct 22 Created ▶ Running 0 0
Oct 22 → Oct 22 Assigned ▶ Running 0 0
Oct 22 → Oct 23 Scheduled ▶ Running 1 1
Oct 23 → Oct 24 Tech On Site ▶ Running 1 2
Dispatch 0.0d
Coordinators 1.4d
Field Work 2.0d
Billing 0.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
1.4 days
Field Work
2.0 days
Over SLA
Billing
0.0 days
Created: Oct 22, 2025 Due: Oct 25, 2025 Completed: Oct 24, 2025 (1 days early)
📅
2.4 days Total Age
⏱️
2.0d in Tech On Site Longest Stage
🔄
6 transitions Status Changes
⚠️
1.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🚩
5 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚨
5 On-Site Visits
5 on-site visits — critical red flag: repeated failure to resolve
👤 Self-scheduled by Jeffrey Coles — scheduling delays attributed to technician, not coordinators
Visit 1 Oct 20, 2025
Visit 2 Oct 21, 2025
Visit 3 Oct 22, 2025
Visit 4 Oct 23, 2025
Visit 5 Oct 24, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00537584
URGENT Philips WO Request
Closed
WO Creation Needed for NB EMSAR U Courses
Priority
High
Origin
Email
Reason
New Case
Contact
N/A
Owner
Kimberly Hardison
Created
Oct 22, 2025
Work Orders from this Case (1)
WO-01310898 (current) Invoiced
New Hire Training • Jeffrey Coles
Created: Oct 22, 2025 • Closed: Oct 24, 2025
Completed with minor delays
Invoiced • 133 days old
🚨
Primary Delay 2.0 days stuck in "Tech On Site"
⏱️
Total Delay 1.0 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
Scheduled
1.4d / 2.0d SLA
Tech On Site
2.0d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
0.4d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10/24/25 SReich - Created WO-01311370 for follow up.

🔧 Work Performed
New Hire Training
🔍 Technician Findings
New Hire Training
⚠️ Problem Description
WO Creation Needed for NB EMSAR U Courses
📞 Call Description
NB Training

Timeline

📞
Case Linked Oct 22, 4:24 PM
Case Number: 00537584
Subject: URGENT Philips WO Request
Status: Closed
📋
▶
4 Work Order Created Oct 22, 4:56 PM
Work Order Created → Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Technician Assigned by Mandy Newman
Technician: a0hVU000005CFDJYA4, Jeffrey Coles
👷
Status: Assigned by Mandy Newman
From: Entered, Assigned
To: Assigned, Scheduled
Duration in Previous: 3m, 0m
📅
Dispatch Scheduled by Mandy Newman
Scheduled For: 2025-10-20T12:00:00.000+0000
🔧
Status: Tech On Site by Jeffrey Coles Oct 23, 9:37 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 16h 36m
⏱️
4x Labor Added Oct 23, 10:09 AM
Type: Labor
Status: Open
Qty: 9
⏳ 2.0 business days
⏱️
Labor Added Oct 24, 1:54 PM
Type: Labor
Status: Open
Qty: 9
✔️
Status: Completed by Jeffrey Coles Oct 24, 2:03 PM
From: Tech On Site
To: Completed
Duration in Previous: 1d 4h
🏁
Status: Closed by Jeffrey Coles Oct 24, 2:09 PM
From: Completed
To: Closed
Duration in Previous: 5m
📄
▶
2 Status: Ready to Bill Oct 24, 5:07 PM
Status: Ready to Bill → Status: Invoice Pending
📨
Status: Invoice Pending by Hannah Shaw
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 1m, 0m
⏳ 1.9 business days
🧾
Invoice Created Oct 27, 4:39 PM
Invoice Number: SM-244747

Bottlenecks

Tech On Site
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00537584
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
New Hire Training
Branch
N/A
Technician
Jeffrey Coles
Scheduled
Oct 20, 8:00 AM
Created
Oct 22, 4:56 PM
Invoice #
SM-244747

Work Details (5)

Name Type Status Qty Amount Date
WL-02981234 Labor Open 9 $0.00 Oct 23, 10:09 AM
WL-02981235 Labor Open 9 $0.00 Oct 23, 10:09 AM
WL-02981236 Labor Open 9 $0.00 Oct 23, 10:09 AM
WL-02981237 Labor Open 9 $0.00 Oct 23, 10:09 AM
WL-02983310 Labor Open 9 $0.00 Oct 24, 1:54 PM

Details