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WO-01324985 ↗ ServiceMax

EMSAR HOUSE ACCOUNT • Cross-Training • PC

📍 Christopher Morning Trunk Stock — 1505 Slate Ridge Rd, Knightdale NC, 27545

Dec 11, 2025 → Jan 15, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Jan 17, 2026
✓ SLA Met (1 biz days early)
Active: 23 biz days
🕐 Clock stopped: Completed (Jan 15, 2026)
▶ Clock Running
Status: Created
Dec 11 → Dec 11, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Dec 11 → Dec 11, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Dec 11 → Dec 11, 2025
0 business days (counted)
Running total: 0 of ? biz days used
21d
▶ Clock Running
Status: Scheduled
Dec 11 → Jan 13, 2026
21 business days (counted)
Running total: 21 of ? biz days used
▶ Clock Running
Status: Tech On Site
Jan 13 → Jan 15, 2026
2 business days (counted)
Running total: 23 of ? biz days used
Created: Dec 11, 2025 Completed: Jan 15, 2026
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Dec 11 → Dec 11 Created ▶ Running 0 0
Dec 11 → Dec 11 Ready for Scheduling ▶ Running 0 0
Dec 11 → Dec 11 Assigned ▶ Running 0 0
Dec 11 → Jan 13 Scheduled ▶ Running 21 21
Jan 13 → Jan 15 Tech On Site ▶ Running 2 23
Dispatch 0.0d
Coordinators 22.0d
Field Work 3.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
22.0 days
Over SLA
Field Work
3.0 days
Over SLA
Created: Dec 11, 2025 Due: Jan 17, 2026 Completed: Jan 15, 2026 (2 days early)
📅
24.0 days Total Age
⏱️
21.5d in Scheduled Longest Stage
🔄
6 transitions Status Changes
⚠️
22.5d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
10 lines Work Details
🚩
3 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
3 On-Site Visits
3 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Christopher Morning — scheduling delays attributed to technician, not coordinators
Visit 1 Jan 12, 2026
Visit 2 Jan 13, 2026
Visit 3 Jan 14, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00547938
New Training Request. Keeping this open for OJT WOs. Waiting for Mentor to be determined.
Closed
1x for CBTs in EMSAR U Ending 1/10
Priority
High
Origin
Email
Reason
New Case
Contact
N/A
Owner
Kimberly Hardison
Created
Dec 2, 2025
Work Orders from this Case (5)
WO-01324983 Canceled
Cross-Training
Created: Dec 11, 2025
WO-01324984 Canceled
Cross-Training
Created: Dec 11, 2025
WO-01324985 (current) Invoiced
Cross-Training • Christopher Morning
Created: Dec 11, 2025 • Closed: Jan 15, 2026
WO-01324999 Invoiced
Cross-Training • Christopher Morning
Created: Dec 11, 2025 • Closed: Dec 23, 2025
WO-01325000 Canceled
Cross-Training
Created: Dec 11, 2025
Completed with significant delays
Invoiced • 83 days old
🚨
Primary Delay 21.5 days stuck in "Scheduled"
⏱️
Total Delay 22.5 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
0.5d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
21.5d / 2.0d SLA
Tech On Site
3.0d / 1.0d SLA
Closed
2.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
1-12-26 CTM - Arrived at hotel for Progeny training . 1-13-26 CTM - First day of Progeny training with Midmark trainer George. 1-14-26 CTM - Second and Final day of Progeny training with Midmark trainer George
🔍 Technician Findings
1-12-26 CTM - Travel to Chicago for Midmark Progeny training . 1-13-26 CTM - First Day of Progeny training with Midmark trainer George. 1-14-26 CTM - Second and Final day of Progeny training with Midmark trainer George
⚠️ Problem Description
1X Classroom training scheduled for 1/13-1/14

Timeline

📞
Case Linked Dec 2, 9:41 AM
Case Number: 00547938
Subject: New Training Request. Keeping this open for OJT WOs. Waiting for Mentor to be determined.
Status: Closed
⚠️ 8.0 business days
📋
▶
2 Work Order Created Dec 11, 11:17 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
4 Technician Assigned Dec 11, 3:16 PM
Technician Assigned → Status: Assigned → Status: Scheduled → Dispatch Scheduled
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 3h 57m
🗓️
Status: Scheduled by Melissa Owens
From: Assigned
To: Scheduled
Duration in Previous: 1m
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2026-01-12T13:00:00.000+0000
🚨 18.0 business days
💵
3x Expenses Added Jan 7, 5:13 PM
Type: Expenses
Status: Open
Qty: 1
⏳ 4.8 business days
🔧
Status: Tech On Site by Christopher Morning Jan 13, 8:59 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 32d 17h
⏳ 3.0 business days
⏱️
7x Labor Added Jan 15, 9:31 AM
Type: Labor
Status: Open
Qty: 7.25, 0.5, 9.75, 0.75, 8
✔️
Status: Completed by Christopher Morning Jan 15, 9:55 AM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 2d 0h, 0m
⏳ 2.0 business days
📄
Status: Ready to Bill by Diane Patton Jan 16, 12:45 PM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 1d 2h, 0m
🧾
Invoice Created Jan 16, 11:18 PM
Invoice Number: SM-251557

Bottlenecks

Scheduled
Duration: 21.5 business days (threshold: 2.0 business days)
Exceeded by 19.5 business days
Tech On Site
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00547938
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Cross-Training
Branch
N/A
Technician
Christopher Morning
Scheduled
Jan 12, 8:00 AM
Created
Dec 11, 11:17 AM
Invoice #
SM-251557

Work Details (10)

Name Type Status Qty Amount Date
WL-03056656 Expenses Open 1 $0.00 Jan 7, 5:13 PM
WL-03056657 Expenses Open 1 $0.00 Jan 7, 5:13 PM
WL-03056658 Expenses Open 1 $0.00 Jan 7, 5:13 PM
WL-03065887 Labor Open 7.25 $0.00 Jan 15, 9:31 AM
WL-03065888 Labor Open 0.5 $0.00 Jan 15, 9:31 AM
WL-03065889 Labor Open 9.75 $0.00 Jan 15, 9:31 AM
WL-03065890 Labor Open 0.5 $0.00 Jan 15, 9:31 AM
WL-03065891 Labor Open 0.75 $0.00 Jan 15, 9:31 AM
WL-03065892 Labor Open 5 $0.00 Jan 15, 9:31 AM
WL-03065893 Labor Open 8 $0.00 Jan 15, 9:31 AM

Details