Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01324149 ↗ ServiceMax

Direct Fairways • Installation • PC

📍 Highland Meadows Golf Course — 6300 Highland Meadows, Windsor CO, 80550

Dec 5, 2025 → Feb 26, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Feb 27, 2026
✓ SLA Met (1 biz days early)
Active: 37 biz days
Paused: 18 biz days
🕐 Clock stopped: Tech Off Site (Feb 26, 2026)
🏭 Customer Supplied Parts (1)
▶ Clock Running
Status: Created
Dec 5 → Dec 5, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Dec 5 → Dec 8, 2025
1 business day (counted)
Running total: 1 of ? biz days used
▶ Clock Running
Status: Assigned
Dec 8 → Dec 9, 2025
1 business day (counted)
Running total: 2 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Dec 9 → Dec 10, 2025
1 business day (counted)
Running total: 3 of ? biz days used
⏸18d
⏸ Clock Paused
Status: Awaiting Parts
Dec 10 → Jan 7, 2026
18 business days (not counted)
27d
▶ Clock Running
Status: Production
Jan 7 → Feb 17, 2026
27 business days (counted)
Running total: 30 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 17 → Feb 18, 2026
1 business day (counted)
Running total: 31 of ? biz days used
▶ Clock Running
Status: L2 Screening
Feb 18 → Feb 18, 2026
0 business days (counted)
Running total: 31 of ? biz days used
⏸ Clock Paused
Status: Awaiting Parts
Feb 18 → Feb 18, 2026
0 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Feb 18 → Feb 19, 2026
1 business day (counted)
Running total: 32 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 19 → Feb 20, 2026
1 business day (counted)
Running total: 33 of ? biz days used
▶ Clock Running
Status: Scheduled
Feb 20 → Feb 23, 2026
1 business day (counted)
Running total: 34 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 23 → Feb 23, 2026
0 business days (counted)
Running total: 34 of ? biz days used
▶ Clock Running
Status: Tech Off Site
Feb 23 → Feb 23, 2026
0 business days (counted)
Running total: 34 of ? biz days used
▶ Clock Running
Status: Scheduled
Feb 23 → Feb 24, 2026
1 business day (counted)
Running total: 35 of ? biz days used
▶ Clock Running
Status: Reschedule
Feb 24 → Feb 25, 2026
1 business day (counted)
Running total: 36 of ? biz days used
▶ Clock Running
Status: Scheduled
Feb 25 → Feb 26, 2026
1 business day (counted)
Running total: 37 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 26 → Feb 26, 2026
0 business days (counted)
Running total: 37 of ? biz days used
Created: Dec 5, 2025 Tech Off Site: Feb 26, 2026
Show SLA Clock Detail (18 periods)
Period Status Clock Biz Days Running Total
Dec 5 → Dec 5 Created ▶ Running 0 0
Dec 5 → Dec 8 Ready for Scheduling ▶ Running 1 1
Dec 8 → Dec 9 Assigned ▶ Running 1 2
Dec 9 → Dec 10 Ready for Scheduling ▶ Running 1 3
Dec 10 → Jan 7 Awaiting Parts ⏸ Paused 18 —
Jan 7 → Feb 17 Production ▶ Running 27 30
Feb 17 → Feb 18 Ready for Scheduling ▶ Running 1 31
Feb 18 → Feb 18 L2 Screening ▶ Running 0 31
Feb 18 → Feb 18 Awaiting Parts ⏸ Paused 0 —
Feb 18 → Feb 19 Ready for Scheduling ▶ Running 1 32
Feb 19 → Feb 20 Assigned ▶ Running 1 33
Feb 20 → Feb 23 Scheduled ▶ Running 1 34
Feb 23 → Feb 23 Tech On Site ▶ Running 0 34
Feb 23 → Feb 23 Tech Off Site ▶ Running 0 34
Feb 23 → Feb 24 Scheduled ▶ Running 1 35
Feb 24 → Feb 25 Reschedule ▶ Running 1 36
Feb 25 → Feb 26 Scheduled ▶ Running 1 37
Feb 26 → Feb 26 Tech On Site ▶ Running 0 37
Dispatch 28.0d
Material Management 18.9d
Coordinators 16.9d
Field Work 0.8d
Billing 0.0d
✓ SLA Met
Dispatch
28.0 days
Over SLA
Material Management
18.9 days
Over SLA
Coordinators
16.9 days
Over SLA
Field Work
0.8 days
Billing
0.0 days
Created: Dec 5, 2025 Due: Feb 27, 2026 Completed: Feb 26, 2026 (1 days early)
📅
55.4 days Total Age
⏱️
28.0d in Production Longest Stage
🔄
23 transitions Status Changes
⚠️
46.9d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
13 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits (1 reschedule)
2 on-site visits — follow-up trip required
👤 Self-scheduled by Ben Heinz — scheduling delays attributed to technician, not coordinators
Visit 1 Feb 23, 2026
Visit 2 Feb 26, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00548946
12/5 send teams msg to Nicole / Highland Meadows - Kiosk Dispatch
Closed
Who Will Install?: EMSAR Network Option - Not sure if they have ethernet, please bring ethernet cord just in case. May need to use Wi-Fi. Power Outlet - Yes Obstacles - No Are you in need of a freight quote prior to initiating?: Yes
Priority
Standard
Origin
Email
Reason
New Case
Contact
Chad Pairot
Owner
Sherry Reich
Created
Dec 4, 2025
Work Orders from this Case (1)
WO-01324149 (current) Invoiced
Installation • Ben Heinz
Created: Dec 5, 2025 • Closed: Feb 26, 2026
Completed with significant delays
Invoiced • 89 days old
🚨
Primary Delay 28.0 days stuck in "Production"
⏱️
Total Delay 46.9 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
5.6d / 1.0d SLA
Assigned
4.0d / 0.5d SLA
Awaiting Parts
18.9d / 3.0d SLA
Production
28.0d / 2.0d SLA
L2 Screening
0.0d / 1.0d SLA
Scheduled
5.3d / 2.0d SLA
Tech On Site
0.7d / 1.0d SLA
Tech Off Site
0.1d / 2.0d SLA
Reschedule
2.0d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.5d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/25 KKelch scheduled per logged email from Abby

2/24/26 CDempsey- Tracking says it's in Louisville, KY with no updated delivery date.

2/23/26 CDempsey- UPS has not delivered yet but tracking shows it will be, however no updated info.

2/23 KKelch called Abby to let her know that the part is arriving at 10:30 and the tech should be there shortly after that. 

21 Feb 2026 BJH - Kiosk tracking shows it is in KY with no delivery estimate

( 1Z01E3E70195513729 )


02/19/2026 LHill-rec'd email from Abby Spainer-I will be available in the pro shop on Monday the 23rd. 8-10am window works for me. We have not received the parts yet. Let me know if you need anything else from me! My personal contact is 612-308-6180. 

See logged email.


02/19/2026 LHill-sent email to Chad-

We currently have availability on 02/23/2026 with an arrival window between 8AM-10AM.

See logged email..


02/19/2026 LHill- called 970-204-4653 for Chad Pairot. spoke with Eric and he advised that Chad is on vacation until Saturday. I told him I was calling to setup tech visit for the install. He advised that I try to send Chad an email regarding this.


12/09/25 NFloyd - Details were originally input incorrectly.

EMSAR will be installing this kiosk and an EMSAR tech needs to be assigned for this work.


12/8/2025 Sramen - had a teams call with NFloyd and she stated to assign this to her.

🔧 Work Performed
23 Feb 2026 BJH: Delivery not completed. Scheduled for "today." Reschedule for 24 Feb, 8am pending delivery. 26 FGeb 2026 BJH: Unit unpacked by site. Parts checked, missing USB drive with HexNode install. Insteructions incomplete: Uint uses 6 x M5 bolts and 12 phillips screws to attach base to unit. Buggy WiFi caused issues during setup. Called Direct Fairways for help and uninstall/reinstall of hexnode. Once reinstall completed, setup completed with assistance of Direct Fairways. Uniot left with "owner" pending call from Direct Fairways with passcode.
🔍 Technician Findings
NA
⚠️ Problem Description
Site survey: Location - Front Desk Network Option - Not sure if they have ethernet, please bring ethernet cord just in case. May need to use Wi-Fi. Power Outlet - Yes Obstacles - No Who Will Install?: EMSAR Are you in need of a freight quote prior to initiating?: Yes
📄 Description
Direct Fairways 43" Vertical Kiosk (First Lot)

Timeline

📞
Case Linked Dec 4, 2:30 PM
Case Number: 00548946
Subject: 12/5 send teams msg to Nicole / Highland Meadows - Kiosk Dispatch
Status: Closed
⏳ 2.0 business days
📋
▶
2 Work Order Created Dec 5, 3:56 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 1m
⏳ 2.0 business days
👷
▶
2 Status: Assigned Dec 8, 11:02 AM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Stephanie Ramen
Technician: Nicole Floyd
⏳ 2.0 business days
📅
Status: Ready for Scheduling by Nicole Floyd Dec 9, 4:45 PM
From: Assigned
To: Ready for Scheduling
Duration in Previous: 1d 5h
📦
▶
2 Parts Requested Dec 10, 12:23 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Brendan Chaney
From: Ready for Scheduling
To: Awaiting Parts
Duration in Previous: 19h 37m
🚨 19.0 business days
🏭
Status: Production by Brendan Chaney Jan 7, 10:56 AM
From: Awaiting Parts
To: Production
Duration in Previous: 27d 22h
🚨 28.0 business days
📅
Status: Ready for Scheduling by Bryan Allphin Feb 17, 2:04 PM
From: Production
To: Ready for Scheduling
Duration in Previous: 41d 3h
⏳ 2.0 business days
🔍
Status: L2 Screening by Chris Bakkemo Feb 18, 4:05 PM
From: Ready for Scheduling
To: L2 Screening
Duration in Previous: 1d 2h
📦
▶
2 Parts Requested Feb 18, 4:10 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Joseph Whalen
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 5m
📅
Status: Ready for Scheduling by Chris Bakkemo Feb 18, 4:26 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 15m
👷
▶
2 Technician Assigned Feb 19, 10:53 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Laura Hill
From: Ready for Scheduling
To: Assigned
Duration in Previous: 18h 27m
🔩
3x Parts Added Feb 19, 3:15 PM
Type: Parts, Expenses
Status: Open
Qty: 1
🗓️
▶
2 Status: Scheduled Feb 20, 8:21 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Laura Hill
Scheduled For: 2026-02-23T14:00:00.000+0000
⏳ 2.0 business days
🔧
Status: Tech On Site by Ben Heinz Feb 23, 10:11 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 3d 1h
🚗
Status: Tech Off Site by Ben Heinz Feb 23, 3:12 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 5h 1m
⏱️
5x Labor Added Feb 23, 3:19 PM
Type: Labor, Travel
Status: Open
Qty: 0.83333333333333, 3.8333333333333, 0.5, 24, 25
🗓️
▶
2 Status: Scheduled Feb 23, 3:24 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Ben Heinz
Scheduled For: 2026-02-24T15:00:00.000+0000
🔄
Status: Reschedule by Kaitlyn Kelch Feb 24, 9:00 AM
From: Scheduled
To: Reschedule
Duration in Previous: 17h 35m
⏳ 2.0 business days
🗓️
▶
2 Status: Scheduled Feb 25, 12:02 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-02-26T18:00:00.000+0000
⏳ 2.0 business days
🔧
Status: Tech On Site by Ben Heinz Feb 26, 4:32 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 4h
🚗
Status: Tech Off Site by Ben Heinz Feb 26, 4:54 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 21m
⏱️
▶
2 5x Labor Added Feb 26, 5:51 PM
5x Labor Added → Status: Completed
✔️
Status: Completed by Ben Heinz
From: Tech Off Site
To: Completed
Duration in Previous: 59m
🏁
Status: Closed by Ben Heinz Feb 26, 5:58 PM
From: Completed
To: Closed
Duration in Previous: 4m
⏳ 1.8 business days
📄
▶
4 Status: Ready to Bill Mar 1, 9:40 PM
Status: Ready to Bill → Status: Invoice Pending → Status: Invoiced → Invoice Created
📨
Status: Invoice Pending by Hannah Shaw
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 2m
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
🧾
Invoice Created
Invoice Number: SM-255292

Bottlenecks

Ready for Scheduling
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.0 business hours
Assigned
Duration: 2.0 business days (threshold: 4.0 business hours)
Exceeded by 1.5 business days
Ready for Scheduling
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.2 business hours
Awaiting Parts
Duration: 18.8 business days (threshold: 3.0 business days)
Exceeded by 15.8 business days
Production
Duration: 28.0 business days (threshold: 2.0 business days)
Exceeded by 26.0 business days
Ready for Scheduling
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 4.9 business hours
Ready for Scheduling
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.6 business hours
Assigned
Duration: 2.0 business days (threshold: 4.0 business hours)
Exceeded by 1.5 business days
Closed
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 3.7 business hours

🔗 Related Artifacts

📞
Case 00548946
Closed
📦
Parts Order 00086563
Closed
📦
Parts Order 00090649
Canceled

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Installation
Branch
N/A
Technician
Ben Heinz
Scheduled
Feb 26, 1:00 PM
Created
Dec 5, 3:56 PM
Invoice #
SM-255292

Work Details (13)

Name Type Status Qty Amount Date
WL-03112286 Parts Open 1 $0.00 Feb 19, 3:15 PM
WL-03112287 Parts Open 1 $0.00 Feb 19, 3:15 PM
WL-03112288 Expenses Open 1 $535.47 Feb 19, 3:15 PM
WL-03116377 Labor Open 0.83333333333333 $0.00 Feb 23, 3:19 PM
WL-03116378 Labor Open 3.8333333333333 $456.17 Feb 23, 3:19 PM
WL-03116379 Labor Open 0.5 $0.00 Feb 23, 3:19 PM
WL-03116380 Travel Open 24 $110.00 Feb 23, 3:19 PM
WL-03116381 Travel Open 25 $0.00 Feb 23, 3:19 PM
WL-03121962 Labor Open 1.25 $0.00 Feb 26, 5:51 PM
WL-03121963 Labor Open 2.25 $267.75 Feb 26, 5:51 PM
WL-03121964 Labor Open 0.75 $0.00 Feb 26, 5:51 PM
WL-03121965 Travel Open 59 $275.00 Feb 26, 5:51 PM
WL-03121966 Travel Open 25 $0.00 Feb 26, 5:51 PM

Details