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WO-01326748 ↗ ServiceMax

EMSAR HOUSE ACCOUNT • New Hire Training • PC

📍 Jon Sanchez Trunk Stock — 7008 Hunt Club Lane, Henrico VA, 23228

Dec 16, 2025 → Jan 9, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Jan 10, 2026
✓ SLA Met
Active: 16 biz days
🕐 Clock stopped: Tech Off Site (Jan 9, 2026)
▶ Clock Running
Status: Created
Dec 16 → Dec 16, 2025
0 business days (counted)
Running total: 0 of ? biz days used
10d
▶ Clock Running
Status: Ready for Scheduling
Dec 16 → Dec 31, 2025
10 business days (counted)
Running total: 10 of ? biz days used
▶ Clock Running
Status: Assigned
Dec 31 → Dec 31, 2025
0 business days (counted)
Running total: 10 of ? biz days used
6d
▶ Clock Running
Status: Scheduled
Dec 31 → Jan 9, 2026
6 business days (counted)
Running total: 16 of ? biz days used
▶ Clock Running
Status: Tech On Site
Jan 9 → Jan 9, 2026
0 business days (counted)
Running total: 16 of ? biz days used
Created: Dec 16, 2025 Tech Off Site: Jan 9, 2026
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Dec 16 → Dec 16 Created ▶ Running 0 0
Dec 16 → Dec 31 Ready for Scheduling ▶ Running 10 10
Dec 31 → Dec 31 Assigned ▶ Running 0 10
Dec 31 → Jan 9 Scheduled ▶ Running 6 16
Jan 9 → Jan 9 Tech On Site ▶ Running 0 16
Dispatch 0.0d
Coordinators 17.5d
Field Work 0.0d
Billing 0.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
17.5 days
Over SLA
Field Work
0.0 days
Billing
0.0 days
Created: Dec 16, 2025 Due: Jan 10, 2026 Completed: Jan 9, 2026 (1 days early)
📅
16.9 days Total Age
⏱️
10.9d in Ready for Scheduling Longest Stage
🔄
7 transitions Status Changes
⚠️
14.8d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
25 lines Work Details
🚩
5 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚨
5 On-Site Visits
5 on-site visits — critical red flag: repeated failure to resolve
👤 Self-scheduled by Jon Sanchez — scheduling delays attributed to technician, not coordinators
Visit 1 Jan 5, 2026
Visit 2 Jan 6, 2026
Visit 3 Jan 7, 2026
Visit 4 Jan 8, 2026
Visit 5 Jan 9, 2026

AI Analysis

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Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00551996
Personnel Action Form Needs Approval
Closed
- Impact/Onboarding - Dispatch please create 2 Training Work Orders for this technician 1x 1st week OJT on: Beds w/ TBD Week ending: 1/17/2026
Priority
High
Origin
Email
Reason
New Case
Contact
Systemmessage
Owner
Leona Coonrod
Created
Dec 16, 2025
Work Orders from this Case (2)
WO-01326748 (current) Invoiced
New Hire Training • Jon Sanchez
Created: Dec 16, 2025 • Closed: Jan 9, 2026
WO-01326749 Invoiced
Cross-Training • Jon Sanchez
Created: Dec 16, 2025 • Closed: Jan 16, 2026
Completed with significant delays
Invoiced • 78 days old
🚨
Primary Delay 10.9 days stuck in "Ready for Scheduling"
⏱️
Total Delay 14.8 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
10.9d / 1.0d SLA
Scheduled
6.6d / 2.0d SLA
Tech Off Site
0.0d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.4d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
Nonbillable EMSAR training
🔍 Technician Findings
Nonbillable EMSAR training
⚠️ Problem Description
- Impact/Onboarding - Dispatch please create 2 Training Work Orders for this technician 1x Impact/Onboarding Week 1/5/2026 - 1/10/2026

Timeline

📞
Case Linked Dec 16, 10:03 AM
Case Number: 00551996
Subject: Personnel Action Form Needs Approval
Status: Closed
📋
▶
2 Work Order Created Dec 16, 11:54 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Leona Coonrod
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
🚨 11.0 business days
👷
▶
3 Technician Assigned Dec 31, 2:20 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Rhea Berry
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 15d 2h, 0m
📅
Dispatch Scheduled by Rhea Berry
Scheduled For: 2026-01-05T13:00:00.000+0000
⚠️ 5.0 business days
⏱️
3x Labor Added Jan 7, 4:42 PM
Type: Labor
Status: Open
Qty: 8, 0.33333333333333
⏱️
3x Labor Added Jan 8, 10:59 AM
Type: Labor
Status: Open
Qty: 0.33333333333333, 8
⏱️
3x Labor Added Jan 8, 11:07 AM
Type: Labor
Status: Open
Qty: 8, 0.33333333333333
🚗
▶
2 2x Travel Added Jan 8, 11:28 AM
2x Travel Added → 2x Travel Added
🚗
2x Travel Added
Type: Travel
Status: Open
Qty: 8
🚗
▶
2 2x Travel Added Jan 8, 11:34 AM
2x Travel Added → 2x Travel Added
🚗
2x Travel Added
Type: Travel
Status: Open
Qty: 8
⏳ 2.0 business days
⏱️
▶
2 3x Labor Added Jan 9, 1:15 PM
3x Labor Added → 3x Labor Added
⏱️
3x Labor Added
Type: Labor, Travel
Status: Open
Qty: 0.33333333333333, 8
🔧
▶
2 Status: Tech On Site Jan 9, 3:52 PM
Status: Tech On Site → Status: Completed
✔️
Status: Completed by Jon Sanchez
From: Tech Off Site
To: Completed
Duration in Previous: 0m
⏱️
2x Labor Added Jan 9, 3:59 PM
Type: Labor
Status: Open
Qty: 8, 0.33333333333333
🏁
Status: Closed by Jon Sanchez Jan 9, 4:06 PM
From: Completed
To: Closed
Duration in Previous: 12m
⏳ 2.0 business days
📄
▶
3 Status: Ready to Bill Jan 12, 2:06 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-251010

Bottlenecks

Ready for Scheduling
Duration: 10.9 business days (threshold: 1.0 business days)
Exceeded by 9.9 business days
Scheduled
Duration: 6.6 business days (threshold: 2.0 business days)
Exceeded by 4.6 business days
Closed
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 2.9 business hours

🔗 Related Artifacts

📞
Case 00551996
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
New Hire Training
Branch
N/A
Technician
Jon Sanchez
Scheduled
Jan 5, 8:00 AM
Created
Dec 16, 11:54 AM
Invoice #
SM-251010

Work Details (25)

Name Type Status Qty Amount Date
WL-03056623 Labor Open 8 $0.00 Jan 7, 4:42 PM
WL-03056622 Labor Open 0.33333333333333 $0.00 Jan 7, 4:42 PM
WL-03056624 Labor Open 0.33333333333333 $0.00 Jan 7, 4:42 PM
WL-03057390 Labor Open 0.33333333333333 $0.00 Jan 8, 10:59 AM
WL-03057391 Labor Open 8 $0.00 Jan 8, 10:59 AM
WL-03057392 Labor Open 0.33333333333333 $0.00 Jan 8, 10:59 AM
WL-03057404 Labor Open 8 $0.00 Jan 8, 11:07 AM
WL-03057405 Labor Open 0.33333333333333 $0.00 Jan 8, 11:07 AM
WL-03057403 Labor Open 0.33333333333333 $0.00 Jan 8, 11:07 AM
WL-03057442 Travel Open 8 $0.00 Jan 8, 11:28 AM
WL-03057441 Travel Open 8 $0.00 Jan 8, 11:28 AM
WL-03057453 Travel Open 8 $0.00 Jan 8, 11:30 AM
WL-03057452 Travel Open 8 $0.00 Jan 8, 11:30 AM
WL-03057460 Travel Open 8 $0.00 Jan 8, 11:34 AM
WL-03057461 Travel Open 8 $0.00 Jan 8, 11:34 AM
WL-03057462 Travel Open 8 $0.00 Jan 8, 11:36 AM
WL-03057463 Travel Open 8 $0.00 Jan 8, 11:36 AM
WL-03059614 Labor Open 0.33333333333333 $0.00 Jan 9, 1:15 PM
WL-03059615 Labor Open 8 $0.00 Jan 9, 1:15 PM
WL-03059616 Labor Open 0.33333333333333 $0.00 Jan 9, 1:15 PM
WL-03059630 Labor Open 0.33333333333333 $0.00 Jan 9, 1:19 PM
WL-03059635 Travel Open 8 $0.00 Jan 9, 1:20 PM
WL-03059636 Travel Open 8 $0.00 Jan 9, 1:20 PM
WL-03059988 Labor Open 8 $0.00 Jan 9, 3:59 PM
WL-03059989 Labor Open 0.33333333333333 $0.00 Jan 9, 3:59 PM

Details