Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01314501 ↗ ServiceMax

KEYSIGHT TECHNOLOGIES (EMG) • Cross-Training • PC

📍 Nidal Al-Sharif Trunk Stock — 6211 S Crystal River Dr, Murray UT, 84123

Nov 11, 2025 → Dec 5, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Dec 6, 2025
✓ SLA Met
Active: 16 biz days
🕐 Clock stopped: Completed (Dec 5, 2025)
▶ Clock Running
Status: Created
Nov 11 → Nov 11, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 11 → Nov 11, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Nov 11 → Nov 11, 2025
0 business days (counted)
Running total: 0 of ? biz days used
16d
▶ Clock Running
Status: Scheduled
Nov 11 → Dec 5, 2025
16 business days (counted)
Running total: 16 of ? biz days used
Created: Nov 11, 2025 Completed: Dec 5, 2025
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Nov 11 → Nov 11 Created ▶ Running 0 0
Nov 11 → Nov 11 Ready for Scheduling ▶ Running 0 0
Nov 11 → Nov 11 Assigned ▶ Running 0 0
Nov 11 → Dec 5 Scheduled ▶ Running 16 16
Coordinators 16.0d
Billing 4.6d
✓ SLA Met
Coordinators
16.0 days
Over SLA
Billing
4.6 days
Over SLA
Created: Nov 11, 2025 Due: Dec 6, 2025 Completed: Dec 5, 2025 (1 days early)
📅
16.0 days Total Age
⏱️
16.0d in Scheduled Longest Stage
🔄
6 transitions Status Changes
⚠️
15.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 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 Dec 1, 2025
Visit 2 Dec 2, 2025
Visit 3 Dec 3, 2025
Visit 4 Dec 4, 2025
Visit 5 Dec 5, 2025

AI Analysis

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Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00542375
Work Order
Closed
Can I have a Work Order for Keysight Training for the week of November 15th and the week of November 22nd , please I just wanted to let you know that there's no FOM approval needed. I'm working on the Keysight account
Priority
Standard
Origin
Email
Reason
New Case
Contact
EMSAR EMSAR
Owner
Jessica Sells
Created
Nov 10, 2025
Work Orders from this Case (2)
WO-01314500 Invoiced
Cross-Training • Nidal Al-Sharif
Created: Nov 11, 2025 • Closed: Nov 26, 2025
WO-01314501 (current) Invoiced
Cross-Training • Nidal Al-Sharif
Created: Nov 11, 2025 • Closed: Dec 5, 2025
Completed with significant delays
Invoiced • 113 days old
🚨
Primary Delay 16.0 days stuck in "Scheduled"
⏱️
Total Delay 15.6 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
0.0d / 1.0d SLA
Scheduled
16.0d / 2.0d SLA
Closed
0.2d / 1.0d SLA
Ready to Bill
1.6d / 1.0d SLA
Invoice Pending
3.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
Keysight Training 12/01 to 12/06/2025
🔍 Technician Findings
Keysight Training
⚠️ Problem Description
Can I have a Work Order for Keysight Training for the week of November 22nd , please I just wanted to let you know that there's no FOM approval needed. I'm working on the Keysight account

Timeline

📞
Case Linked Nov 10, 8:54 AM
Case Number: 00542375
Subject: Work Order
Status: Closed
⏳ 1.0 business days
📋
▶
2 Work Order Created Nov 11, 9:57 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 1m
👷
▶
3 Technician Assigned Nov 11, 10:05 AM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 6m, 0m
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-11-17T15:00:00.000+0000
⚠️ 9.0 business days
📅
Dispatch Scheduled by Nicholas Willick Nov 24, 1:01 PM
Scheduled For: 2025-12-01T15:00:00.000+0000
⏳ 4.0 business days
⏱️
Labor Added Dec 1, 10:06 AM
Type: Labor
Status: Open
Qty: 8
⏱️
Labor Added Dec 2, 9:07 AM
Type: Labor
Status: Open
Qty: 8
⏱️
Labor Added Dec 3, 9:00 AM
Type: Labor
Status: Open
Qty: 8
⏳ 2.0 business days
⏱️
Labor Added Dec 4, 9:05 AM
Type: Labor
Status: Open
Qty: 8
⏳ 2.0 business days
⏱️
▶
2 Labor Added Dec 5, 12:29 PM
Labor Added → Status: Completed
✔️
Status: Completed by Nidal Al-Sharif
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 24d 2h, 0m
📄
Status: Ready to Bill by Hannah Shaw Dec 5, 2:03 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1h 32m
⏳ 2.0 business days
📨
Status: Invoice Pending by Hannah Shaw Dec 8, 9:57 AM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 2d 19h
⏳ 3.0 business days
🧾
▶
2 Invoice Created Dec 10, 4:23 PM
Invoice Created → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 2d 6h

Bottlenecks

Scheduled
Duration: 16.0 business days (threshold: 2.0 business days)
Exceeded by 14.0 business days
Ready to Bill
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 4.9 business hours
Invoice Pending
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00542375
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Cross-Training
Branch
N/A
Technician
Nidal Al-Sharif
Scheduled
Dec 1, 10:00 AM
Created
Nov 11, 9:57 AM
Invoice #
SM-248451

Work Details (5)

Name Type Status Qty Amount Date
WL-03022309 Labor Open 8 $560.00 Dec 1, 10:06 AM
WL-03023370 Labor Open 8 $560.00 Dec 2, 9:07 AM
WL-03024632 Labor Open 8 $560.00 Dec 3, 9:00 AM
WL-03026013 Labor Open 8 $560.00 Dec 4, 9:05 AM
WL-03027912 Labor Open 8 $560.00 Dec 5, 12:29 PM

Details