Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01326329 ↗ ServiceMax

EMSAR HOUSE ACCOUNT • Cross-Training • PC

📍 Christopher Carroll Trunk Stock — 7101 Vestal Blvd, North Little Rock AR, 72113

Dec 12, 2025 → Jan 24, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Jan 24, 2026
✓ SLA Met
Active: 27 biz days
🕐 Clock stopped: Completed (Jan 24, 2026)
▶ Clock Running
Status: Created
Dec 12 → Dec 12, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Dec 12 → Dec 15, 2025
1 business day (counted)
Running total: 1 of ? biz days used
▶ Clock Running
Status: Assigned
Dec 15 → Dec 15, 2025
0 business days (counted)
Running total: 1 of ? biz days used
26d
▶ Clock Running
Status: Scheduled
Dec 15 → Jan 24, 2026
26 business days (counted)
Running total: 27 of ? biz days used
▶ Clock Running
Status: Tech On Site
Jan 24 → Jan 24, 2026
0 business days (counted)
Running total: 27 of ? biz days used
Created: Dec 12, 2025 Completed: Jan 24, 2026
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Dec 12 → Dec 12 Created ▶ Running 0 0
Dec 12 → Dec 15 Ready for Scheduling ▶ Running 1 1
Dec 15 → Dec 15 Assigned ▶ Running 0 1
Dec 15 → Jan 24 Scheduled ▶ Running 26 27
Jan 24 → Jan 24 Tech On Site ▶ Running 0 27
Dispatch 0.0d
Coordinators 28.4d
Billing 0.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
28.4 days
Over SLA
Billing
0.0 days
Created: Dec 12, 2025 Due: Jan 24, 2026 Completed: Jan 24, 2026 (on time)
📅
27.9 days Total Age
⏱️
26.5d in Scheduled Longest Stage
🔄
7 transitions Status Changes
⚠️
25.4d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
40 lines Work Details
🚩
7 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚨
7 On-Site Visits
7 on-site visits — critical red flag: repeated failure to resolve
👤 Self-scheduled by Christopher Carroll — scheduling delays attributed to technician, not coordinators
Visit 1 Dec 18, 2025
Visit 2 Dec 19, 2025
Visit 3 Jan 19, 2026
Visit 4 Jan 20, 2026
Visit 5 Jan 21, 2026
Visit 6 Jan 22, 2026
Visit 7 Jan 23, 2026

AI Analysis

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Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00549263
New Training Request. Waiting for Mentor to create OJT WOs.
Closed
1x for CBTs for HCP Pre-training ending 1/10/2026
Priority
High
Origin
Email
Reason
New Case
Contact
N/A
Owner
Kimberly Hardison
Created
Dec 5, 2025
Work Orders from this Case (2)
WO-01326328 Invoiced
Cross-Training • Christopher Carroll
Created: Dec 12, 2025 • Closed: Dec 27, 2025
WO-01326329 (current) Invoiced
Cross-Training • Christopher Carroll
Created: Dec 12, 2025 • Closed: Jan 24, 2026
Completed with significant delays
Invoiced • 82 days old
🚨
Primary Delay 26.5 days stuck in "Scheduled"
⏱️
Total Delay 25.4 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
1.9d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
26.5d / 2.0d SLA
Tech On Site
0.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
12-18 EU 12-19 EU 1/20-1/22 EU
🔍 Technician Findings
Classes, Exams, & Final on HCP
⚠️ Problem Description
1x for classroom week ending 1/24/2026

Timeline

📞
Case Linked Dec 5, 12:00 PM
Case Number: 00549263
Subject: New Training Request. Waiting for Mentor to create OJT WOs.
Status: Closed
⚠️ 6.0 business days
📋
▶
2 Work Order Created Dec 12, 11:31 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
⏳ 2.0 business days
👷
▶
4 Technician Assigned Dec 15, 2:54 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled → Status: Scheduled
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 3d 3h
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2026-01-19T13:00:00.000+0000
🗓️
Status: Scheduled by Melissa Owens
From: Assigned
To: Scheduled
Duration in Previous: 2m
⚠️ 5.0 business days
⏱️
▶
2 Labor Added Dec 19, 11:01 PM
Labor Added → Labor Added
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 2
⏱️
▶
2 Labor Added Dec 19, 11:07 PM
Labor Added → Labor Added
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 3.5
🚨 13.1 business days
💵
Expenses Added Jan 10, 11:01 AM
Type: Expenses
Status: Open
Qty: 1
⏳ 3.0 business days
💵
Expenses Added Jan 14, 11:22 AM
Type: Expenses
Status: Open
Qty: 1
⏳ 2.0 business days
💵
2x Expenses Added Jan 15, 9:36 PM
Type: Expenses
Status: Open
Qty: 1
⏳ 1.3 business days
💵
Expenses Added Jan 19, 12:17 PM
Type: Expenses
Status: Open
Qty: 1
⏳ 1.0 business days
💵
▶
2 3x Expenses Added Jan 20, 10:37 PM
3x Expenses Added → 3x Labor Added
⏱️
3x Labor Added
Type: Labor, Travel
Status: Open
Qty: 0.25, 6
💵
▶
2 Expenses Added Jan 20, 10:43 PM
Expenses Added → 2x Labor Added
⏱️
2x Labor Added
Type: Labor
Status: Open
Qty: 9.5, 0.25
⏱️
2x Labor Added Jan 21, 12:04 AM
Type: Labor, Expenses
Status: Open
Qty: 1.25
⏳ 1.1 business days
⏱️
▶
2 8x Labor Added Jan 22, 12:40 AM
8x Labor Added → 2x Expenses Added
💵
2x Expenses Added
Type: Expenses
Status: Open
Qty: 1
⏱️
▶
2 3x Labor Added Jan 22, 7:07 PM
3x Labor Added → Labor Added
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 1
💵
Expenses Added Jan 22, 9:41 PM
Type: Expenses
Status: Open
Qty: 1
💵
Expenses Added Jan 22, 10:44 PM
Type: Expenses
Status: Open
Qty: 1
⏳ 1.2 business days
⏱️
▶
3 Labor Added Jan 24, 12:01 AM
Labor Added → 3x Expenses Added → Status: Tech On Site
💵
3x Expenses Added
Type: Expenses
Status: Open
Qty: 1
🔧
Status: Tech On Site by Christopher Carroll
From: Scheduled
To: Tech On Site
Duration in Previous: 39d 9h
✔️
Status: Completed by Christopher Carroll Jan 24, 12:43 AM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 39m, 0m
⏳ 1.0 business days
📄
▶
3 Status: Ready to Bill Jan 26, 1:39 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-252227

Bottlenecks

Ready for Scheduling
Duration: 1.9 business days (threshold: 1.0 business days)
Exceeded by 7.5 business hours
Scheduled
Duration: 26.5 business days (threshold: 2.0 business days)
Exceeded by 24.5 business days

🔗 Related Artifacts

📞
Case 00549263
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Cross-Training
Branch
N/A
Technician
Christopher Carroll
Scheduled
Jan 19, 8:00 AM
Created
Dec 12, 11:31 AM
Invoice #
SM-252227

Work Details (40)

Name Type Status Qty Amount Date
WL-03044272 Labor Open 6 $0.00 Dec 19, 11:01 PM
WL-03044273 Labor Open 2 $0.00 Dec 19, 11:04 PM
WL-03044277 Labor Open 5 $0.00 Dec 19, 11:07 PM
WL-03044282 Labor Open 3.5 $0.00 Dec 19, 11:09 PM
WL-03060668 Expenses Open 1 $0.00 Jan 10, 11:01 AM
WL-03064566 Expenses Open 1 $0.00 Jan 14, 11:22 AM
WL-03067358 Expenses Open 1 $0.00 Jan 15, 9:36 PM
WL-03067359 Expenses Open 1 $0.00 Jan 15, 9:36 PM
WL-03070325 Expenses Open 1 $0.00 Jan 19, 12:17 PM
WL-03072835 Expenses Open 1 $0.00 Jan 20, 10:37 PM
WL-03072834 Labor Open 10 $0.00 Jan 20, 10:37 PM
WL-03072836 Expenses Open 1 $0.00 Jan 20, 10:37 PM
WL-03072840 Labor Open 0.25 $0.00 Jan 20, 10:41 PM
WL-03072842 Travel Open 6 $0.00 Jan 20, 10:41 PM
WL-03072843 Travel Open 6 $0.00 Jan 20, 10:41 PM
WL-03072855 Expenses Open 1 $0.00 Jan 20, 10:43 PM
WL-03072861 Labor Open 9.5 $0.00 Jan 20, 10:45 PM
WL-03072862 Labor Open 0.25 $0.00 Jan 20, 10:45 PM
WL-03072914 Labor Open 1.25 $0.00 Jan 21, 12:04 AM
WL-03072915 Expenses Open 1 $0.00 Jan 21, 12:04 AM
WL-03074598 Labor Open 0.25 $0.00 Jan 22, 12:40 AM
WL-03074599 Labor Open 8.5 $0.00 Jan 22, 12:40 AM
WL-03074600 Labor Open 0.25 $0.00 Jan 22, 12:40 AM
WL-03074601 Labor Open 1.5 $0.00 Jan 22, 12:40 AM
WL-03074602 Travel Open 6 $0.00 Jan 22, 12:40 AM
WL-03074603 Travel Open 6 $0.00 Jan 22, 12:40 AM
WL-03074604 Travel Open 6 $0.00 Jan 22, 12:40 AM
WL-03074605 Travel Open 6 $0.00 Jan 22, 12:40 AM
WL-03074607 Expenses Open 1 $0.00 Jan 22, 12:43 AM
WL-03074608 Expenses Open 1 $0.00 Jan 22, 12:43 AM
WL-03075854 Labor Open 0.25 $0.00 Jan 22, 7:07 PM
WL-03075855 Labor Open 8.5 $0.00 Jan 22, 7:07 PM
WL-03075856 Labor Open 0.25 $0.00 Jan 22, 7:07 PM
WL-03075861 Labor Open 1 $0.00 Jan 22, 7:09 PM
WL-03076145 Expenses Open 1 $0.00 Jan 22, 9:41 PM
WL-03076190 Expenses Open 1 $0.00 Jan 22, 10:44 PM
WL-03077773 Labor Open 10.25 $0.00 Jan 24, 12:01 AM
WL-03077774 Expenses Open 1 $0.00 Jan 24, 12:03 AM
WL-03077775 Expenses Open 1 $0.00 Jan 24, 12:03 AM
WL-03077776 Expenses Open 1 $0.00 Jan 24, 12:03 AM

Details