Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01313673 ↗ ServiceMax

MIDMARK • Cross-Training • PC

📍 Midmark Training- East — 270 Davids Dr, Wilmington OH, 45177

Nov 7, 2025 → Nov 24, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Nov 18, 2025
✗ SLA Missed (4 biz days late)
Active: 10 biz days
🕐 Clock stopped: Completed (Nov 24, 2025)
▶ Clock Running
Status: Created
Nov 7 → Nov 7, 2025
0 business days (counted)
Running total: 0 of ? biz days used
1d
▶ Clock Running
Status: Ready for Scheduling
Nov 7 → Nov 10, 2025
1 business day (counted)
Running total: 1 of ? biz days used
▶ Clock Running
Status: Assigned
Nov 10 → Nov 10, 2025
0 business days (counted)
Running total: 1 of ? biz days used
5d
▶ Clock Running
Status: Scheduled
Nov 10 → Nov 18, 2025
5 business days (counted)
Running total: 6 of ? biz days used
4d
▶ Clock Running
Status: Tech On Site
Nov 18 → Nov 24, 2025
4 business days (counted)
Running total: 10 of ? biz days used
▶ Clock Running
Status: Completed
Nov 24 → Nov 24, 2025
0 business days (counted)
Running total: 10 of ? biz days used
▶ Clock Running
Status: Closed
Nov 24 → Nov 24, 2025
0 business days (counted)
Running total: 10 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 24 → Nov 24, 2025
0 business days (counted)
Running total: 10 of ? biz days used
Created: Nov 7, 2025 Completed: Nov 24, 2025
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Nov 7 → Nov 7 Created ▶ Running 0 0
Nov 7 → Nov 10 Ready for Scheduling ▶ Running 1 1
Nov 10 → Nov 10 Assigned ▶ Running 0 1
Nov 10 → Nov 18 Scheduled ▶ Running 5 6
Nov 18 → Nov 24 Tech On Site ▶ Running 4 10
Nov 24 → Nov 24 Completed ▶ Running 0 10
Nov 24 → Nov 24 Closed ▶ Running 0 10
Nov 24 → Nov 24 Ready for Scheduling ▶ Running 0 10
Dispatch 0.0d
Coordinators 7.8d
Field Work 4.5d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
7.8 days
Over SLA
Field Work
4.5 days
Over SLA
Created: Nov 7, 2025 Due: Nov 18, 2025 Completed: Nov 24, 2025 (5 days late)
📅
10.9 days Total Age
⏱️
5.9d in Scheduled Longest Stage
🔄
9 transitions Status Changes
⚠️
11.1d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
18 lines Work Details
🚩
3 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
3 On-Site Visits
3 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Omar Serrano — scheduling delays attributed to technician, not coordinators
Visit 1 Nov 17, 2025
Visit 2 Nov 18, 2025
Visit 3 Nov 19, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00541760
New Training Request
Closed
Dispatch please issue a training work order for this training scheduled for Nov 17-18 in Wilmington Training Request: Course: Midmark Escalations Training Technician: Omar Serrano Start Date: 2025-11-17
Priority
High
Origin
Email
Reason
New Case
Contact
N/A
Owner
Kimberly Hardison
Created
Nov 6, 2025
Work Orders from this Case (1)
WO-01313673 (current) Invoiced
Cross-Training • Omar Serrano
Created: Nov 7, 2025 • Closed: Nov 24, 2025
Completed with significant delays
Invoiced • 117 days old
🚨
Primary Delay 5.9 days stuck in "Scheduled"
⏱️
Total Delay 11.1 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
1.9d / 1.0d SLA
Scheduled
5.9d / 2.0d SLA
Tech On Site
4.4d / 1.0d SLA
Completed
0.1d / 1.0d SLA
Closed
3.9d / 1.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
Dental install and service training
🔍 Technician Findings
Training being held at EMSAR HQ
⚠️ Problem Description
Dispatch please issue a training work order for this training scheduled for Nov 17-18 in Wilmington Training Request: Course: Midmark Escalations Training Technician: Omar Serrano Start Date: 2025-11-17

Timeline

📞
Case Linked Nov 6, 1:43 PM
Case Number: 00541760
Subject: New Training Request
Status: Closed
📋
▶
2 Work Order Created Nov 7, 11:43 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
⏳ 2.0 business days
👷
▶
3 Technician Assigned Nov 10, 11:55 AM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 3d 0h, 0m
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-11-17T15:00:00.000+0000
📅
Dispatch Scheduled by Omar Serrano Nov 10, 9:23 PM
Scheduled For: 2025-11-18T04:00:00.000+0000
💵
3x Expenses Added Nov 11, 11:20 AM
Type: Expenses
Status: Open
Qty: 1
⚠️ 5.0 business days
🔧
Status: Tech On Site by Omar Serrano Nov 18, 3:31 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 8d 3h
⏳ 3.2 business days
⏱️
9x Labor Added Nov 21, 1:24 AM
Type: Labor, Travel, Expenses
Status: Open
Qty: 12, 2000, 8, 7.25
⏳ 2.0 business days
💵
2x Expenses Added Nov 24, 11:14 AM
Type: Expenses
Status: Open
Qty: 1
✔️
Status: Completed by Omar Serrano Nov 24, 11:21 AM
From: Tech On Site
To: Completed
Duration in Previous: 5d 19h
💵
Expenses Added Nov 24, 11:30 AM
Type: Expenses
Status: Open
Qty: 1
💵
▶
2 3x Expenses Added Nov 24, 11:37 AM
3x Expenses Added → Status: Closed
🏁
Status: Closed by Omar Serrano
From: Completed
To: Closed
Duration in Previous: 17m
📅
Status: Ready for Scheduling by Nicholas Willick Nov 24, 11:51 AM
From: Closed
To: Ready for Scheduling
Duration in Previous: 13m
✔️
Status: Completed by Omar Serrano Nov 24, 12:10 PM
From: Ready for Scheduling
To: Completed
Duration in Previous: 18m
🏁
Status: Closed by Omar Serrano Nov 24, 12:21 PM
From: Completed
To: Closed
Duration in Previous: 11m
⏳ 4.0 business days
📄
Status: Ready to Bill by Nancy Suarez Dec 1, 4:59 PM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 7d 4h, 0m
🧾
Invoice Created Dec 2, 12:05 PM
Invoice Number: SM-247914

Bottlenecks

Ready for Scheduling
Duration: 1.9 business days (threshold: 1.0 business days)
Exceeded by 7.3 business hours
Scheduled
Duration: 5.9 business days (threshold: 2.0 business days)
Exceeded by 3.9 business days
Tech On Site
Duration: 4.4 business days (threshold: 1.0 business days)
Exceeded by 3.4 business days
Closed
Duration: 3.8 business days (threshold: 1.0 business days)
Exceeded by 2.8 business days

🔗 Related Artifacts

📞
Case 00541760
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Cross-Training
Branch
N/A
Technician
Omar Serrano
Scheduled
Nov 17, 11:00 PM
Created
Nov 7, 11:43 AM
Invoice #
SM-247914

Work Details (18)

Name Type Status Qty Amount Date
WL-03003150 Expenses Open 1 $0.00 Nov 11, 11:20 AM
WL-03003151 Expenses Open 1 $0.00 Nov 11, 11:20 AM
WL-03003152 Expenses Open 1 $0.00 Nov 11, 11:20 AM
WL-03015866 Labor Open 12 $0.00 Nov 21, 1:24 AM
WL-03015867 Travel Open 2000 $0.00 Nov 21, 1:24 AM
WL-03015868 Travel Open 2000 $0.00 Nov 21, 1:24 AM
WL-03015869 Labor Open 8 $0.00 Nov 21, 1:24 AM
WL-03015870 Expenses Open 1 $0.00 Nov 21, 1:24 AM
WL-03015871 Expenses Open 1 $0.00 Nov 21, 1:24 AM
WL-03015872 Labor Open 7.25 $0.00 Nov 21, 1:24 AM
WL-03015873 Expenses Open 1 $0.00 Nov 21, 1:24 AM
WL-03015874 Labor Open 8 $0.00 Nov 21, 1:24 AM
WL-03018369 Expenses Open 1 $0.00 Nov 24, 11:14 AM
WL-03018370 Expenses Open 1 $0.00 Nov 24, 11:14 AM
WL-03018421 Expenses Open 1 $0.00 Nov 24, 11:30 AM
WL-03018428 Expenses Open 1 $0.00 Nov 24, 11:37 AM
WL-03018429 Expenses Open 1 $0.00 Nov 24, 11:37 AM
WL-03018430 Expenses Open 1 $0.00 Nov 24, 11:37 AM

Details