Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01314643 ↗ ServiceMax

FERNO • Cross-Training • PC

📍 Paul Bonang Jr. Trunk Stock — 214 Asylum Rd, Warwick RI, 02886

Nov 11, 2025 → Dec 6, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Dec 5, 2025
✗ SLA Missed
Active: 16 biz days
🕐 Clock stopped: Invoiced (Dec 6, 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 12, 2025
1 business day (counted)
Running total: 1 of ? biz days used
▶ Clock Running
Status: Assigned
Nov 12 → Nov 12, 2025
0 business days (counted)
Running total: 1 of ? biz days used
▶ Clock Running
Status: Scheduled
Nov 12 → Nov 14, 2025
2 business days (counted)
Running total: 3 of ? biz days used
▶ Clock Running
Status: Completed
Nov 14 → Nov 14, 2025
0 business days (counted)
Running total: 3 of ? biz days used
1d
▶ Clock Running
Status: Closed
Nov 14 → Nov 17, 2025
1 business day (counted)
Running total: 4 of ? biz days used
▶ Clock Running
Status: Reschedule
Nov 17 → Nov 17, 2025
0 business days (counted)
Running total: 4 of ? biz days used
12d
▶ Clock Running
Status: Scheduled
Nov 17 → Dec 6, 2025
12 business days (counted)
Running total: 16 of ? biz days used
Created: Nov 11, 2025 Invoiced: Dec 6, 2025
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Nov 11 → Nov 11 Created ▶ Running 0 0
Nov 11 → Nov 12 Ready for Scheduling ▶ Running 1 1
Nov 12 → Nov 12 Assigned ▶ Running 0 1
Nov 12 → Nov 14 Scheduled ▶ Running 2 3
Nov 14 → Nov 14 Completed ▶ Running 0 3
Nov 14 → Nov 17 Closed ▶ Running 1 4
Nov 17 → Nov 17 Reschedule ▶ Running 0 4
Nov 17 → Dec 6 Scheduled ▶ Running 12 16
Coordinators 16.4d
Incomplete 0.0d (excluded)
Billing 0.0d
✗ SLA Missed
Coordinators
16.4 days
Over SLA
Incomplete (excluded from total)
0.0 days
Billing
0.0 days
Created: Nov 11, 2025 Due: Dec 5, 2025 Completed: Dec 6, 2025 (on time)
📅
16.0 days Total Age
⏱️
12.7d in Scheduled Longest Stage
🔄
9 transitions Status Changes
⚠️
12.3d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
8 lines Work Details
🚩
5 visits On-Site Trips
📋
Coordinator Scheduling
🚨
5 On-Site Visits (1 reschedule)
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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Originating Case

Open in Salesforce →
🎫
Case #00542671
New Training Request
Closed
Course: Ferno F2/X2 Training Technician: Paul Bonang Jr. Start Date: 2025-12-02 Mentor: Ferno Notes: Manager/Supervisor Submitted by: Robert Ingraham Submitted on:11/10/2025
Priority
High
Origin
Email
Reason
New Case
Contact
N/A
Owner
Shelby Robinson
Created
Nov 10, 2025
Work Orders from this Case (1)
WO-01314643 (current) Invoiced
Cross-Training • Paul Bonang Jr
Created: Nov 11, 2025 • Closed: Dec 6, 2025
Completed with significant delays
Invoiced • 113 days old
🚨
Primary Delay 12.7 days stuck in "Scheduled"
⏱️
Total Delay 12.3 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
1.0d / 1.0d SLA
Scheduled
15.4d / 2.0d SLA
Closed
3.5d / 1.0d SLA
Incomplete
0.0d
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/17/2025 Sramen - per request from Srogers via teams message, removed the serviced and closed dates.

🔧 Work Performed
Completed the Ferno training.
🔍 Technician Findings
Ferno PX2 and F2 training
⚠️ Problem Description
Course: Ferno F2/X2 Training Technician: Paul Bonang Jr. Start Date: 2025-12-02 Mentor: Ferno Notes: Manager/Supervisor Submitted by: Robert Ingraham Submitted on:11/10/2025

Timeline

📞
Case Linked Nov 10, 4:59 PM
Case Number: 00542671
Subject: New Training Request
Status: Closed
📋
▶
2 Work Order Created Nov 11, 3:39 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Shelby Robinson
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
3 Technician Assigned Nov 12, 1:09 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 21h 29m, 0m
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-12-01T13:00:00.000+0000
⏳ 3.0 business days
✔️
Status: Completed by Paul Bonang Nov 14, 12:12 PM
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 1d 23h, 0m
⏳ 2.0 business days
🔄
▶
2 Status: Reschedule Nov 17, 1:24 PM
Status: Reschedule → Dispatch Scheduled
📅
Dispatch Scheduled by Shawn Rogers
Scheduled For: 2025-12-01T13:00:00.000+0000
⚠️ 6.0 business days
💵
3x Expenses Added Nov 24, 12:56 PM
Type: Expenses
Status: Open
Qty: 1
⚠️ 5.9 business days
⏱️
2x Labor Added Dec 3, 7:00 AM
Type: Labor
Status: Open
Qty: 13, 10
⏱️
Labor Added Dec 3, 10:56 PM
Type: Labor
Status: Open
Qty: 9.25
⏳ 2.1 business days
⏱️
2x Labor Added Dec 6, 10:44 AM
Type: Labor
Status: Open
Qty: 8.25, 13.5
✔️
Status: Completed by Paul Bonang Dec 6, 10:52 AM
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 18d 21h, 0m
⏳ 1.0 business days
⚠️
▶
2 Status: Incomplete Dec 8, 8:00 AM
Status: Incomplete → Status: Closed
🏁
Status: Closed by Shawn Rogers
From: Incomplete
To: Closed
Duration in Previous: 2m
📄
▶
2 Status: Ready to Bill Dec 8, 1:36 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🚨 24.0 business days
🧾
Invoice Created Jan 12, 3:13 PM
Invoice Number: SM-248477

Bottlenecks

Scheduled
Duration: 2.7 business days (threshold: 2.0 business days)
Exceeded by 5.8 business hours
Closed
Duration: 1.8 business days (threshold: 1.0 business days)
Exceeded by 6.8 business hours
Scheduled
Duration: 12.7 business days (threshold: 2.0 business days)
Exceeded by 10.7 business days

🔗 Related Artifacts

📞
Case 00542671
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Cross-Training
Branch
ERLA - PROD
Technician
Paul Bonang Jr
Scheduled
Dec 1, 8:00 AM
Created
Nov 11, 3:39 PM
Invoice #
SM-248477

Work Details (8)

Name Type Status Qty Amount Date
WL-03018553 Expenses Open 1 $0.00 Nov 24, 12:56 PM
WL-03018554 Expenses Open 1 $0.00 Nov 24, 12:56 PM
WL-03018555 Expenses Open 1 $0.00 Nov 24, 12:56 PM
WL-03024578 Labor Open 13 $0.00 Dec 3, 7:00 AM
WL-03024579 Labor Open 10 $0.00 Dec 3, 7:00 AM
WL-03025882 Labor Open 9.25 $0.00 Dec 3, 10:56 PM
WL-03029193 Labor Open 8.25 $0.00 Dec 6, 10:44 AM
WL-03029194 Labor Open 13.5 $0.00 Dec 6, 10:44 AM

Details