Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01314664 ↗ ServiceMax

FERNO • Cross-Training • PC

📍 Christopher Womack Trunk Stock — 304 W. Goss St, Terrell TX, 75160

Nov 11, 2025 → Dec 5, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Dec 4, 2025
✗ SLA Missed (1 biz days late)
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
13d
▶ Clock Running
Status: Scheduled
Nov 11 → Dec 2, 2025
13 business days (counted)
Running total: 13 of ? biz days used
▶ Clock Running
Status: Tech On Site
Dec 2 → Dec 2, 2025
0 business days (counted)
Running total: 13 of ? biz days used
▶ Clock Running
Status: Tech Off Site
Dec 2 → Dec 2, 2025
0 business days (counted)
Running total: 13 of ? biz days used
▶ Clock Running
Status: Tech On Site
Dec 2 → Dec 4, 2025
2 business days (counted)
Running total: 15 of ? biz days used
▶ Clock Running
Status: Tech Off Site
Dec 4 → Dec 5, 2025
1 business day (counted)
Running total: 16 of ? biz days used
▶ Clock Running
Status: Tech On Site
Dec 5 → Dec 5, 2025
0 business days (counted)
Running total: 16 of ? biz days used
Created: Nov 11, 2025 Completed: Dec 5, 2025
Show SLA Clock Detail (9 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 2 Scheduled ▶ Running 13 13
Dec 2 → Dec 2 Tech On Site ▶ Running 0 13
Dec 2 → Dec 2 Tech Off Site ▶ Running 0 13
Dec 2 → Dec 4 Tech On Site ▶ Running 2 15
Dec 4 → Dec 5 Tech Off Site ▶ Running 1 16
Dec 5 → Dec 5 Tech On Site ▶ Running 0 16
Coordinators 12.2d
Field Work 5.3d
✗ SLA Missed
Coordinators
12.2 days
Over SLA
Field Work
5.3 days
Over SLA
Created: Nov 11, 2025 Due: Dec 4, 2025 Completed: Dec 5, 2025 (on time)
📅
16.0 days Total Age
⏱️
12.2d in Scheduled Longest Stage
🔄
9 transitions Status Changes
⚠️
12.9d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
35 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 Christopher Womack — scheduling delays attributed to technician, not coordinators
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 #00542636
New Training Request
Closed
Dispatch please issue a training work order for Ferno Classroom Training in Wilmington scheduled for 12/2-12/4 for Christopher Womack.
Priority
High
Origin
Email
Reason
New Case
Contact
N/A
Owner
Kimberly Hardison
Created
Nov 10, 2025
Work Orders from this Case (1)
WO-01314664 (current) Invoiced
Cross-Training • Christopher Womack
Created: Nov 11, 2025 • Closed: Dec 5, 2025
Completed with significant delays
Invoiced • 113 days old
🚨
Primary Delay 12.2 days stuck in "Scheduled"
⏱️
Total Delay 12.9 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
12.2d / 2.0d SLA
Tech On Site
2.3d / 1.0d SLA
Tech Off Site
3.0d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.5d / 1.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
12/1 CW- Traveled to Wilmington, OH. 12/2 CW - training at FERNO. F2 12/3 CW - training at Ferno F2/X2 12/4 CW - training review 12/5 CW - travel home
🔍 Technician Findings
Classroom Training in Wilmington scheduled for 12/2-12/4 for Christopher Womack.
⚠️ Problem Description
Dispatch please issue a training work order for Ferno Classroom Training in Wilmington scheduled for 12/2-12/4 for Christopher Womack.

Timeline

📞
Case Linked Nov 10, 4:00 PM
Case Number: 00542636
Subject: New Training Request
Status: Closed
⏳ 1.0 business days
📋
▶
2 Work Order Created Nov 11, 4:23 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered
To: Ready for Scheduling
Duration in Previous: 1m
👷
▶
3 Technician Assigned Nov 11, 4:38 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 13m, 0m
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-12-01T15:00:00.000+0000
💵
3x Expenses Added Nov 12, 1:34 PM
Type: Expenses
Status: Open
Qty: 1
🚨 12.0 business days
💵
2x Expenses Added Dec 1, 9:46 AM
Type: Expenses
Status: Open
Qty: 1
🔧
▶
3 Status: Tech On Site Dec 1, 8:23 PM
Status: Tech On Site → 2x Labor Added → Status: Tech Off Site
⏱️
2x Labor Added
Type: Labor, Expenses
Status: Open
Qty: 12
🚗
Status: Tech Off Site by Christopher Womack
From: Tech On Site
To: Tech Off Site
Duration in Previous: 3m
🔧
Status: Tech On Site by Christopher Womack Dec 2, 8:36 AM
From: Tech Off Site
To: Tech On Site
Duration in Previous: 12h 8m
⏱️
3x Labor Added Dec 2, 11:56 AM
Type: Labor, Travel
Status: Open
Qty: 0.5, 970, 8
⏱️
5x Labor Added Dec 2, 7:43 PM
Type: Labor, Travel, Expenses
Status: Open
Qty: 4, 5.5, 0.5, 10
⏳ 1.5 business days
🚗
▶
2 Status: Tech Off Site Dec 3, 9:22 PM
Status: Tech Off Site → 7x Labor Added
⏱️
7x Labor Added
Type: Labor, Travel, Expenses
Status: Open
Qty: 0.5, 4, 8, 1
💵
Expenses Added Dec 3, 10:03 PM
Type: Expenses
Status: Open
Qty: 1
⏱️
7x Labor Added Dec 4, 8:17 PM
Type: Labor, Travel, Expenses
Status: Open
Qty: 0.5, 4, 4.5, 1.5, 8, 75
⏱️
▶
2 4x Labor Added Dec 5, 2:58 PM
4x Labor Added → Expenses Added
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
🔧
▶
2 Status: Tech On Site Dec 5, 3:13 PM
Status: Tech On Site → Status: Closed
🏁
Status: Closed by Christopher Womack
From: Completed
To: Closed
Duration in Previous: 0m
⏳ 3.0 business days
📄
▶
2 Status: Ready to Bill Dec 9, 11:44 AM
Status: Ready to Bill → Invoice Created
🧾
Invoice Created
Invoice Number: SM-248546

Bottlenecks

Scheduled
Duration: 12.2 business days (threshold: 2.0 business days)
Exceeded by 10.2 business days
Tech On Site
Duration: 2.3 business days (threshold: 1.0 business days)
Exceeded by 1.3 business days
Closed
Duration: 2.5 business days (threshold: 1.0 business days)
Exceeded by 1.5 business days

🔗 Related Artifacts

📞
Case 00542636
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Cross-Training
Branch
ERLA - PROD
Technician
Christopher Womack
Scheduled
Dec 1, 10:00 AM
Created
Nov 11, 4:23 PM
Invoice #
SM-248546

Work Details (35)

Name Type Status Qty Amount Date
WL-03004639 Expenses Open 1 $0.00 Nov 12, 1:34 PM
WL-03004640 Expenses Open 1 $0.00 Nov 12, 1:34 PM
WL-03004641 Expenses Open 1 $0.00 Nov 12, 1:34 PM
WL-03022257 Expenses Open 1 $0.00 Dec 1, 9:46 AM
WL-03022258 Expenses Open 1 $0.00 Dec 1, 9:46 AM
WL-03022992 Labor Open 12 $0.00 Dec 1, 8:27 PM
WL-03022993 Expenses Open 1 $0.00 Dec 1, 8:27 PM
WL-03023527 Labor Open 0.5 $0.00 Dec 2, 11:56 AM
WL-03023529 Travel Open 970 $0.00 Dec 2, 11:56 AM
WL-03023530 Travel Open 8 $0.00 Dec 2, 11:56 AM
WL-03024259 Labor Open 4 $0.00 Dec 2, 7:43 PM
WL-03024260 Labor Open 5.5 $0.00 Dec 2, 7:43 PM
WL-03024261 Labor Open 0.5 $0.00 Dec 2, 7:43 PM
WL-03024262 Travel Open 10 $0.00 Dec 2, 7:43 PM
WL-03024263 Expenses Open 1 $0.00 Dec 2, 7:43 PM
WL-03025821 Labor Open 0.5 $0.00 Dec 3, 9:26 PM
WL-03025822 Labor Open 4 $0.00 Dec 3, 9:26 PM
WL-03025823 Labor Open 5 $0.00 Dec 3, 9:26 PM
WL-03025824 Labor Open 0.5 $0.00 Dec 3, 9:26 PM
WL-03025825 Travel Open 8 $0.00 Dec 3, 9:26 PM
WL-03025826 Travel Open 8 $0.00 Dec 3, 9:26 PM
WL-03025827 Expenses Open 1 $0.00 Dec 3, 9:26 PM
WL-03025868 Expenses Open 1 $0.00 Dec 3, 10:03 PM
WL-03027229 Labor Open 0.5 $0.00 Dec 4, 8:17 PM
WL-03027230 Labor Open 4 $0.00 Dec 4, 8:17 PM
WL-03027231 Labor Open 4.5 $0.00 Dec 4, 8:17 PM
WL-03027232 Labor Open 1.5 $0.00 Dec 4, 8:17 PM
WL-03027233 Travel Open 8 $0.00 Dec 4, 8:17 PM
WL-03027234 Travel Open 75 $0.00 Dec 4, 8:17 PM
WL-03027235 Expenses Open 1 $0.00 Dec 4, 8:17 PM
WL-03028208 Labor Open 12 $0.00 Dec 5, 2:58 PM
WL-03028209 Travel Open 970 $0.00 Dec 5, 2:58 PM
WL-03028210 Expenses Open 1 $0.00 Dec 5, 2:58 PM
WL-03028211 Expenses Open 1 $0.00 Dec 5, 2:58 PM
WL-03028225 Expenses Open 1 $0.00 Dec 5, 3:02 PM

Details