Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01324498 ↗ ServiceMax

KEYSIGHT TECHNOLOGIES (EMG) • Cross-Training • PC

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

Dec 9, 2025 → Dec 26, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Dec 27, 2025
✓ SLA Met
Active: 12 biz days
🕐 Clock stopped: Completed (Dec 26, 2025)
▶ Clock Running
Status: Created
Dec 9 → Dec 9, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Dec 9 → Dec 9, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Dec 9 → Dec 9, 2025
0 business days (counted)
Running total: 0 of ? biz days used
12d
▶ Clock Running
Status: Scheduled
Dec 9 → Dec 26, 2025
12 business days (counted)
Running total: 12 of ? biz days used
Created: Dec 9, 2025 Completed: Dec 26, 2025
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Dec 9 → Dec 9 Created ▶ Running 0 0
Dec 9 → Dec 9 Ready for Scheduling ▶ Running 0 0
Dec 9 → Dec 9 Assigned ▶ Running 0 0
Dec 9 → Dec 26 Scheduled ▶ Running 12 12
Dispatch 0.0d
Coordinators 12.9d
Billing 2.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
12.9 days
Over SLA
Billing
2.0 days
Created: Dec 9, 2025 Due: Dec 27, 2025 Completed: Dec 26, 2025 (1 days early)
📅
12.9 days Total Age
⏱️
12.8d in Scheduled Longest Stage
🔄
6 transitions Status Changes
⚠️
11.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
4 lines Work Details
🚩
4 visits On-Site Trips
📋
Coordinator Scheduling
🚩
4 On-Site Visits
4 on-site visits — why were multiple trips needed?
Visit 1 Dec 22, 2025
Visit 2 Dec 23, 2025
Visit 3 Dec 24, 2025
Visit 4 Dec 26, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00549624
WO
Closed
Can I have a Work Order for Keysight Training for the week of December 14th and the week of December 21st, please I just wanted to let you know that there's no FOM approval needed. I'm working on the Keysight account Thank you Best regards, Nidal Alsharif
Priority
Standard
Origin
Email
Reason
New Case
Contact
EMSAR EMSAR
Owner
Leona Coonrod
Created
Dec 8, 2025
Work Orders from this Case (2)
WO-01324350 Invoiced
Cross-Training • Nidal Al-Sharif
Created: Dec 8, 2025 • Closed: Dec 19, 2025
WO-01324498 (current) Invoiced
Cross-Training • Nidal Al-Sharif
Created: Dec 9, 2025 • Closed: Dec 26, 2025
Completed with significant delays
Invoiced • 85 days old
🚨
Primary Delay 12.8 days stuck in "Scheduled"
⏱️
Total Delay 11.6 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
0.2d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
12.8d / 2.0d SLA
Closed
1.9d / 1.0d SLA
Invoice Pending
2.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
Keysight Training 12/22 to 12/27/2025
🔍 Technician Findings
Keysight Training
⚠️ Problem Description
Keysight Training for the week of December 21st

Timeline

📞
Case Linked Dec 8, 8:56 AM
Case Number: 00549624
Subject: WO
Status: Closed
⏳ 2.0 business days
📋
▶
2 Work Order Created Dec 9, 11:25 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 1m
👷
▶
4 Status: Assigned Dec 9, 12:53 PM
Status: Assigned → Technician Assigned → Status: Scheduled → Dispatch Scheduled
👷
Technician Assigned by Michael Burris
Technician: Nidal Al-Sharif
🗓️
Status: Scheduled by Michael Burris
From: Assigned
To: Scheduled
Duration in Previous: 1m
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-12-15T15:00:00.000+0000, 2025-12-21T15:00:00.000+0000
🚨 10.0 business days
⏱️
Labor Added Dec 22, 9:37 AM
Type: Labor
Status: Open
Qty: 8
⏱️
Labor Added Dec 23, 8:37 AM
Type: Labor
Status: Open
Qty: 8
⏳ 2.0 business days
⏱️
Labor Added Dec 24, 9:53 AM
Type: Labor
Status: Open
Qty: 8
⏳ 2.0 business days
⏱️
▶
2 Labor Added Dec 26, 12:05 PM
Labor Added → Status: Completed
✔️
Status: Completed by Nidal Al-Sharif
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 16d 23h, 0m
⏳ 2.0 business days
📄
Status: Ready to Bill by Hannah Shaw Dec 29, 10:43 AM
From: Closed, Ready to Bill
To: Ready to Bill, Invoice Pending
Duration in Previous: 2d 22h, 0m
⏳ 2.0 business days
💰
▶
2 Status: Invoiced Dec 30, 11:09 AM
Status: Invoiced → Invoice Created
🧾
Invoice Created
Invoice Number: SM-250045

Bottlenecks

Scheduled
Duration: 12.8 business days (threshold: 2.0 business days)
Exceeded by 10.8 business days
Closed
Duration: 1.9 business days (threshold: 1.0 business days)
Exceeded by 6.9 business hours

🔗 Related Artifacts

📞
Case 00549624
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Cross-Training
Branch
N/A
Technician
Nidal Al-Sharif
Scheduled
Dec 21, 10:00 AM
Created
Dec 9, 11:25 AM
Invoice #
SM-250045

Work Details (4)

Name Type Status Qty Amount Date
WL-03044985 Labor Open 8 $560.00 Dec 22, 9:37 AM
WL-03045988 Labor Open 8 $560.00 Dec 23, 8:37 AM
WL-03047187 Labor Open 8 $560.00 Dec 24, 9:53 AM
WL-03047957 Labor Open 8 $560.00 Dec 26, 12:05 PM

Details