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← WO Overview

WO-01326449 ↗ ServiceMax

EMSAR HOUSE ACCOUNT • Cross-Training • PC

📍 Joe Evans Trunk Stock — 1 St Francis Dr, GREENVILLE SC, 29601

Dec 12, 2025 → Dec 20, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Dec 20, 2025
✓ SLA Met
Active: 5 biz days
🕐 Clock stopped: Completed (Dec 20, 2025)
▶ 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 12, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Dec 12 → Dec 12, 2025
0 business days (counted)
Running total: 0 of ? biz days used
5d
▶ Clock Running
Status: Scheduled
Dec 12 → Dec 20, 2025
5 business days (counted)
Running total: 5 of ? biz days used
Created: Dec 12, 2025 Completed: Dec 20, 2025
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Dec 12 → Dec 12 Created ▶ Running 0 0
Dec 12 → Dec 12 Ready for Scheduling ▶ Running 0 0
Dec 12 → Dec 12 Assigned ▶ Running 0 0
Dec 12 → Dec 20 Scheduled ▶ Running 5 5
Dispatch 0.0d
Coordinators 5.3d
✓ SLA Met
Dispatch
0.0 days
Coordinators
5.3 days
Over SLA
Created: Dec 12, 2025 Due: Dec 20, 2025 Completed: Dec 20, 2025 (on time)
📅
5.3 days Total Age
⏱️
5.2d in Scheduled Longest Stage
🔄
6 transitions Status Changes
⚠️
3.2d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
27 lines Work Details
🚩
5 visits On-Site Trips
📋
Coordinator Scheduling
🚨
5 On-Site Visits
5 on-site visits — critical red flag: repeated failure to resolve
Visit 1 Dec 15, 2025
Visit 2 Dec 16, 2025
Visit 3 Dec 17, 2025
Visit 4 Dec 18, 2025
Visit 5 Dec 19, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00551434
OJT WO Request
Closed
OJT WO for Xiraiyah Coston to receive bed training with Joe Evans "Per request on attachment/ For all OJT, please add the following questions to the problem description: Q: Service Type (pm, repair, other)?: Q: Make / Model?: Q: Service Performed?: Q: Mentor?:"
Priority
Standard
Origin
Email
Reason
New Case
Contact
Matt Bateman
Owner
Jessica Sells
Created
Dec 12, 2025
Work Orders from this Case (1)
WO-01326449 (current) Invoiced
Cross-Training • Xiraiyah Coston
Created: Dec 12, 2025 • Closed: Dec 20, 2025
Completed with minor delays
Invoiced • 82 days old
🚨
Primary Delay 5.2 days stuck in "Scheduled"
⏱️
Total Delay 3.2 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
0.1d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
5.2d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
Bed training w/ Joe Evans
🔍 Technician Findings
Bed training w/ Joe Evans
⚠️ Problem Description
OJT WO for Xiraiyah Coston to receive bed training with Joe Evans "Per request on attachment/ For all OJT, please add the following questions to the problem description: Q: Service Type (pm, repair, other)?: Q: Make / Model?: Q: Service Performed?: Q: Mentor?:"

Timeline

📞
Case Linked Dec 12, 3:39 PM
Case Number: 00551434
Subject: OJT WO Request
Status: Closed
📋
Work Order Created Dec 12, 4:20 PM
Work Order: WO-01326449
Type: Cross-Training
Priority: PC
📅
Status: Ready for Scheduling by Jessica Sells Dec 12, 4:34 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 13m
👷
▶
4 Technician Assigned Dec 12, 5:03 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled → Status: Scheduled
👷
Status: Assigned by Laura Hill
From: Ready for Scheduling
To: Assigned
Duration in Previous: 29m
📅
Dispatch Scheduled by Matthew Bateman
Scheduled For: 2025-12-15T12:00:00.000+0000
🗓️
Status: Scheduled by Matthew Bateman
From: Assigned
To: Scheduled
Duration in Previous: 4m
💵
3x Expenses Added Dec 12, 5:31 PM
Type: Expenses
Status: Open
Qty: 1
⚠️ 5.8 business days
⏱️
20x Labor Added Dec 19, 10:11 PM
Type: Labor, Travel, Expenses
Status: Open
Qty: 0.4, 10.7, 0.25, 6.8333333333333, 0.23333333333333, 0.18333333333333, 5.6833333333333, 4.2, 1.5833333333333, 6.9833333333333
⏱️
▶
2 Labor Added Dec 20, 11:47 AM
Labor Added → Expenses Added
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
💵
Expenses Added Dec 20, 12:59 PM
Type: Expenses
Status: Open
Qty: 1
✔️
Status: Completed by Xiraiyah Coston Dec 20, 1:14 PM
From: Scheduled
To: Completed
Duration in Previous: 7d 20h
💵
▶
2 Expenses Added Dec 20, 1:20 PM
Expenses Added → Status: Closed
🏁
Status: Closed by Xiraiyah Coston
From: Completed
To: Closed
Duration in Previous: 7m
⏳ 1.0 business days
📄
▶
2 Status: Ready to Bill Dec 22, 5:30 PM
Status: Ready to Bill → Invoice Created
🧾
Invoice Created
Invoice Number: SM-249788

Bottlenecks

Scheduled
Duration: 5.2 business days (threshold: 2.0 business days)
Exceeded by 3.2 business days

🔗 Related Artifacts

📞
Case 00551434
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Cross-Training
Branch
N/A
Technician
Xiraiyah Coston
Scheduled
Dec 15, 7:00 AM
Created
Dec 12, 4:20 PM
Invoice #
SM-249788

Work Details (27)

Name Type Status Qty Amount Date
WL-03036355 Expenses Open 1 $0.00 Dec 12, 5:31 PM
WL-03036356 Expenses Open 1 $0.00 Dec 12, 5:31 PM
WL-03036354 Expenses Open 1 $0.00 Dec 12, 5:31 PM
WL-03044217 Labor Open 0.4 $0.00 Dec 19, 10:11 PM
WL-03044218 Labor Open 10.7 $0.00 Dec 19, 10:11 PM
WL-03044219 Labor Open 0.25 $0.00 Dec 19, 10:11 PM
WL-03044220 Labor Open 6.8333333333333 $0.00 Dec 19, 10:11 PM
WL-03044221 Labor Open 0.23333333333333 $0.00 Dec 19, 10:11 PM
WL-03044222 Labor Open 0.18333333333333 $0.00 Dec 19, 10:11 PM
WL-03044223 Labor Open 5.6833333333333 $0.00 Dec 19, 10:11 PM
WL-03044224 Labor Open 0.18333333333333 $0.00 Dec 19, 10:11 PM
WL-03044226 Travel Open 5.6 $0.00 Dec 19, 10:11 PM
WL-03044227 Travel Open 5.6 $0.00 Dec 19, 10:11 PM
WL-03044228 Travel Open 5.6 $0.00 Dec 19, 10:11 PM
WL-03044229 Travel Open 4.2 $0.00 Dec 19, 10:11 PM
WL-03044230 Travel Open 4.2 $0.00 Dec 19, 10:11 PM
WL-03044232 Expenses Open 1 $0.00 Dec 19, 10:11 PM
WL-03044233 Expenses Open 1 $0.00 Dec 19, 10:11 PM
WL-03044234 Expenses Open 1 $0.00 Dec 19, 10:11 PM
WL-03044235 Expenses Open 1 $0.00 Dec 19, 10:11 PM
WL-03044225 Travel Open 5.6 $0.00 Dec 19, 10:11 PM
WL-03044215 Labor Open 1.5833333333333 $0.00 Dec 19, 10:11 PM
WL-03044216 Labor Open 6.9833333333333 $0.00 Dec 19, 10:11 PM
WL-03044440 Labor Open 15.75 $0.00 Dec 20, 11:47 AM
WL-03044441 Expenses Open 1 $0.00 Dec 20, 11:50 AM
WL-03044473 Expenses Open 1 $0.00 Dec 20, 12:59 PM
WL-03044475 Expenses Open 1 $0.00 Dec 20, 1:20 PM

Details