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WO-01325004 ↗ ServiceMax

EMSAR HOUSE ACCOUNT • Cross-Training • PC

📍 Todd Fogiel Trunk Stock — 1571 Danube Dr, Germanton NC, 27019

Dec 11, 2025 → Jan 16, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Jan 14, 2026
✗ SLA Missed (2 biz days late)
Active: 24 biz days
🕐 Clock stopped: Invoiced (Jan 16, 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
3d
▶ Clock Running
Status: Tech On Site
Jan 13 → Jan 16, 2026
3 business days (counted)
Running total: 24 of ? biz days used
▶ Clock Running
Status: Completed
Jan 16 → Jan 16, 2026
0 business days (counted)
Running total: 24 of ? biz days used
Created: Dec 11, 2025 Invoiced: Jan 16, 2026
Show SLA Clock Detail (6 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 16 Tech On Site ▶ Running 3 24
Jan 16 → Jan 16 Completed ▶ Running 0 24
Dispatch 0.0d
Coordinators 21.9d
Field Work 4.0d
Incomplete 0.0d (excluded)
✗ SLA Missed
Dispatch
0.0 days
Coordinators
21.9 days
Over SLA
Field Work
4.0 days
Over SLA
Incomplete (excluded from total)
0.0 days
Created: Dec 11, 2025 Due: Jan 14, 2026 Completed: Jan 16, 2026 (1 days late)
📅
24.9 days Total Age
⏱️
21.4d in Scheduled Longest Stage
🔄
12 transitions Status Changes
⚠️
22.4d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
15 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 Todd Fogiel — 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 #00547957
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-01325001 Invoiced
Cross-Training • Todd Fogiel
Created: Dec 11, 2025 • Closed: Jan 11, 2026
WO-01325003 Invoiced
Cross-Training • Todd Fogiel
Created: Dec 11, 2025 • Closed: Jan 17, 2026
WO-01325004 (current) Invoiced
Cross-Training • Todd Fogiel
Created: Dec 11, 2025 • Closed: Jan 16, 2026
WO-01325006 Invoiced
Cross-Training • Todd Fogiel
Created: Dec 11, 2025 • Closed: Dec 22, 2025
WO-01325007 Canceled
Cross-Training
Created: Dec 11, 2025
Completed with significant delays
Invoiced • 83 days old
🚨
Primary Delay 21.4 days stuck in "Scheduled"
⏱️
Total Delay 22.4 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
21.4d / 2.0d SLA
Tech On Site
4.0d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
0.9d / 1.0d SLA
Incomplete
0.0d
Ready to Bill
0.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
Classroom training
🔍 Technician Findings
Classroom training
⚠️ Problem Description
1X Classroom training scheduled for 1/13-1/14

Timeline

📞
Case Linked Dec 2, 10:19 AM
Case Number: 00547957
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, 12:03 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered
To: Ready for Scheduling
Duration in Previous: 4m
👷
▶
2 Status: Assigned Dec 11, 3:59 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Melissa Owens
Technician: Todd Fogiel
🗓️
▶
2 Status: Scheduled Dec 11, 4:09 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2026-01-12T13:00:00.000+0000
🚨 18.0 business days
💵
3x Expenses Added Jan 7, 5:03 PM
Type: Expenses
Status: Open
Qty: 1
⏳ 4.9 business days
🔧
Status: Tech On Site by Todd Fogiel Jan 13, 10:40 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 32d 18h
⏳ 4.0 business days
⏱️
▶
3 7x Labor Added Jan 16, 11:32 AM
7x Labor Added → Status: Completed → Status: Closed
✔️
Status: Completed by Todd Fogiel
From: Tech On Site
To: Completed
Duration in Previous: 3d 0h
🏁
Status: Closed by Todd Fogiel
From: Completed
To: Closed
Duration in Previous: 2m
⚠️
Status: Incomplete by Matthew Bateman Jan 16, 12:31 PM
From: Closed
To: Incomplete
Duration in Previous: 54m
💵
▶
2 3x Expenses Added Jan 16, 12:45 PM
3x Expenses Added → Status: Closed
🏁
Status: Closed by Matthew Bateman
From: Incomplete
To: Closed
Duration in Previous: 15m
⚠️
▶
2 Status: Incomplete Jan 16, 8:33 PM
Status: Incomplete → 2x Expenses Added
💵
2x Expenses Added
Type: Expenses
Status: Open
Qty: 1
🏁
Status: Closed by Matthew Bateman Jan 16, 8:38 PM
From: Incomplete
To: Closed
Duration in Previous: 5m
⏳ 0.4 business days
📄
▶
3 Status: Ready to Bill Jan 19, 3:27 PM
Status: Ready to Bill → Status: Invoice Pending → Invoice Created
📨
Status: Invoice Pending by Diane Patton
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 1m, 0m
🧾
Invoice Created
Invoice Number: SM-251652

Bottlenecks

Scheduled
Duration: 21.4 business days (threshold: 2.0 business days)
Exceeded by 19.4 business days
Tech On Site
Duration: 4.0 business days (threshold: 1.0 business days)
Exceeded by 3.0 business days

🔗 Related Artifacts

📞
Case 00547957
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Cross-Training
Branch
N/A
Technician
Todd Fogiel
Scheduled
Jan 12, 8:00 AM
Created
Dec 11, 12:03 PM
Invoice #
SM-251652

Work Details (15)

Name Type Status Qty Amount Date
WL-03056636 Expenses Open 1 $0.00 Jan 7, 5:03 PM
WL-03056637 Expenses Open 1 $0.00 Jan 7, 5:03 PM
WL-03056638 Expenses Open 1 $0.00 Jan 7, 5:03 PM
WL-03067890 Labor Open 8.98333 $0.00 Jan 16, 11:32 AM
WL-03067891 Labor Open 6 $0.00 Jan 16, 11:32 AM
WL-03067892 Labor Open 0.25 $0.00 Jan 16, 11:32 AM
WL-03067893 Labor Open 9.75 $0.00 Jan 16, 11:32 AM
WL-03067894 Labor Open 0.25 $0.00 Jan 16, 11:32 AM
WL-03067895 Labor Open 6 $0.00 Jan 16, 11:32 AM
WL-03067896 Labor Open 0.25 $0.00 Jan 16, 11:32 AM
WL-03067971 Expenses Open 1 $0.00 Jan 16, 12:45 PM
WL-03067972 Expenses Open 1 $0.00 Jan 16, 12:45 PM
WL-03067973 Expenses Open 1 $0.00 Jan 16, 12:45 PM
WL-03068926 Expenses Open 1 $0.00 Jan 16, 8:36 PM
WL-03068927 Expenses Open 1 $0.00 Jan 16, 8:36 PM

Details