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WO-01312033 ↗ ServiceMax

MOPEC • Repair • P7

📍 Sharp Chula Vista — 751 Medical Center Court, Chula Vista CA, 91911

Oct 30, 2025 → Nov 4, 2025

✅ Completed
P7
SLA Clock
7 business days from creation · Target: Nov 10, 2025
✓ SLA Met (3 biz days early)
Active: 4 biz days
Budget: 7 biz days
🕐 Clock stopped: Completed (Nov 5, 2025)
SLA Target
▶ Clock Running
Status: Created
Oct 30 → Oct 30, 2025
0 business days (counted)
Running total: 0 of 7 biz days used
▶ Clock Running
Status: Ready for Scheduling
Oct 30 → Oct 30, 2025
0 business days (counted)
Running total: 0 of 7 biz days used
▶ Clock Running
Status: Assigned
Oct 30 → Oct 30, 2025
0 business days (counted)
Running total: 0 of 7 biz days used
4d
▶ Clock Running
Status: Scheduled
Oct 30 → Nov 5, 2025
4 business days (counted)
Running total: 4 of 7 biz days used
▶ Clock Running
Status: Tech On Site
Nov 5 → Nov 5, 2025
0 business days (counted)
Running total: 4 of 7 biz days used
Created: Oct 30, 2025 Completed: Nov 5, 2025
Business Days Used 4 / 7
0 7d budget
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Oct 30 → Oct 30 Created ▶ Running 0 0 / 7
Oct 30 → Oct 30 Ready for Scheduling ▶ Running 0 0 / 7
Oct 30 → Oct 30 Assigned ▶ Running 0 0 / 7
Oct 30 → Nov 5 Scheduled ▶ Running 4 4 / 7
Nov 5 → Nov 5 Tech On Site ▶ Running 0 4 / 7
Dispatch 0.0d
Coordinators 4.7d
Field Work 0.1d
Billing 0.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
4.7 days
Over SLA
Field Work
0.1 days
Billing
0.0 days
Created: Oct 30, 2025 Due: Nov 10, 2025 Completed: Nov 5, 2025 (5 days early)
📅
4.5 days Total Age
⏱️
4.3d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
4.3d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
4 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00539214
MOPEC (needs quote)
Closed
Q-00030852 **customer would like next week or sooner if possible. Remove Camera Post from MB600 Grossing Station MB600 No SN provided POC: Katherine Muth 858-499-8200 katherine.muth@sharp.com
Priority
Standard
Origin
Email
Reason
New Case
Contact
Katherine Muth
Owner
Sherry Reich
Created
Oct 29, 2025
Work Orders from this Case (1)
WO-01312033 (current) Invoiced
Repair • Omar Serrano
Created: Oct 30, 2025 • Closed: Nov 4, 2025
Completed with minor delays
Invoiced • 125 days old
🚨
Primary Delay 4.3 days stuck in "Scheduled"
⏱️
Total Delay 4.3 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
Assigned
0.2d / 0.5d SLA
Scheduled
4.3d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10-30 Mburris email from POC to set

10-30 Mburris email sent to POC looking for 10-30 2:30pm

10-30 Mburris called site but not open for 15 mins 

🔧 Work Performed
Arrived on site and made my way to the location poc asked to meet. Made my way to unit once we arrived we just had to wait as customer cleaned up area. Next began by removing front exhaust grill to hold nuts yo remove bolts. Next opened unit from above to remove too bolt holding post. Once post removed reassembled all parts removed and confirmed with customer
🔍 Technician Findings
Customer states unit needs post removed
⚠️ Problem Description
Q-00030852 **customer would like next week or sooner if possible. Remove Camera Post from MB600 Grossing Station MB600 No SN provided

Timeline

📞
Case Linked Oct 29, 10:56 AM
Case Number: 00539214
Subject: MOPEC (needs quote)
Status: Closed
📋
▶
3 Work Order Created Oct 30, 9:09 AM
Work Order Created → Expenses Added → Status: Ready for Scheduling
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 3m
👷
▶
2 Technician Assigned Oct 30, 10:45 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1h 32m
🗓️
▶
2 Status: Scheduled Oct 30, 12:20 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-11-04T15:00:00.000+0000
⏳ 4.0 business days
🔧
Status: Tech On Site by Omar Serrano Nov 4, 10:06 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 10h
⏱️
2x Labor Added Nov 4, 10:17 PM
Type: Labor, Travel
Status: Open
Qty: 3.25, 150
⏱️
▶
2 Labor Added Nov 4, 10:32 PM
Labor Added → Status: Completed
✔️
Status: Completed by Omar Serrano
From: Tech On Site
To: Completed
Duration in Previous: 27m
🏁
Status: Closed by Omar Serrano Nov 4, 10:51 PM
From: Completed
To: Closed
Duration in Previous: 17m
⏳ 3.1 business days
📄
▶
2 Status: Ready to Bill Nov 7, 10:54 AM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
⏳ 2.0 business days
🧾
Invoice Created Nov 10, 4:34 PM
Invoice Number: SM-245993

Bottlenecks

Scheduled
Duration: 4.3 business days (threshold: 2.0 business days)
Exceeded by 2.3 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00539214
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P7
Type
Repair
Branch
Corporate
Technician
Omar Serrano
Scheduled
Nov 4, 10:00 AM
Created
Oct 30, 9:09 AM
Invoice #
SM-245993

Work Details (4)

Name Type Status Qty Amount Date
WL-02989500 Expenses Open 1 $0.00 Oct 30, 9:09 AM
WL-02996539 Labor Open 3.25 $0.00 Nov 4, 10:17 PM
WL-02996540 Travel Open 150 $470.00 Nov 4, 10:17 PM
WL-02996561 Labor Open 1.5 $178.50 Nov 4, 10:32 PM

Details