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WO-01326749 ↗ ServiceMax

EMSAR HOUSE ACCOUNT • Cross-Training • PC

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

Dec 16, 2025 → Jan 16, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Jan 17, 2026
✓ SLA Met
Active: 21 biz days
🕐 Clock stopped: Tech Off Site (Jan 16, 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
2d
▶ Clock Running
Status: Assigned
Dec 31 → Jan 5, 2026
2 business days (counted)
Running total: 12 of ? biz days used
9d
▶ Clock Running
Status: Scheduled
Jan 5 → Jan 16, 2026
9 business days (counted)
Running total: 21 of ? biz days used
▶ Clock Running
Status: Tech On Site
Jan 16 → Jan 16, 2026
0 business days (counted)
Running total: 21 of ? biz days used
Created: Dec 16, 2025 Tech Off Site: Jan 16, 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 → Jan 5 Assigned ▶ Running 2 12
Jan 5 → Jan 16 Scheduled ▶ Running 9 21
Jan 16 → Jan 16 Tech On Site ▶ Running 0 21
Dispatch 0.0d
Coordinators 23.4d
Field Work 0.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
23.4 days
Over SLA
Field Work
0.0 days
Created: Dec 16, 2025 Due: Jan 17, 2026 Completed: Jan 16, 2026 (1 days early)
📅
21.9 days Total Age
⏱️
10.9d in Ready for Scheduling Longest Stage
🔄
7 transitions Status Changes
⚠️
19.9d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
21 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 12, 2026
Visit 2 Jan 13, 2026
Visit 3 Jan 14, 2026
Visit 4 Jan 15, 2026
Visit 5 Jan 16, 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 Invoiced
New Hire Training • Jon Sanchez
Created: Dec 16, 2025 • Closed: Jan 9, 2026
WO-01326749 (current) 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 19.9 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
Assigned
2.6d / 0.5d SLA
Scheduled
10.0d / 2.0d SLA
Tech Off Site
0.0d / 2.0d SLA
Closed
0.3d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
Training non-billable
🔍 Technician Findings
Training non-billable
⚠️ Problem Description
- 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

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, 11:56 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
👷
▶
2 Technician Assigned Dec 31, 2:20 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Rhea Berry
From: Ready for Scheduling
To: Assigned
Duration in Previous: 15d 2h
⏳ 3.0 business days
🗓️
▶
2 Status: Scheduled Jan 5, 11:09 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2026-01-12T13:00:00.000+0000
🚨 10.0 business days
⏱️
▶
2 3x Labor Added Jan 16, 2:55 PM
3x Labor Added → 3x Labor Added
⏱️
3x Labor Added
Type: Labor
Status: Open
Qty: 7.3333333333333, 0.33333333333333
⏱️
▶
3 3x Labor Added Jan 16, 3:01 PM
3x Labor Added → 3x Labor Added → Labor Added
⏱️
3x Labor Added
Type: Labor
Status: Open
Qty: 7.3333333333333, 0.33333333333333
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 8
🚗
▶
2 4x Travel Added Jan 16, 3:06 PM
4x Travel Added → 4x Travel Added
🚗
4x Travel Added
Type: Travel
Status: Open
Qty: 8
🔧
▶
2 Status: Tech On Site Jan 16, 4:27 PM
Status: Tech On Site → Status: Completed
✔️
Status: Completed by Jon Sanchez
From: Tech Off Site, Completed
To: Completed, Closed
Duration in Previous: 4m, 0m
⏳ 0.9 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

Ready for Scheduling
Duration: 10.9 business days (threshold: 1.0 business days)
Exceeded by 9.9 business days
Assigned
Duration: 2.6 business days (threshold: 4.0 business hours)
Exceeded by 2.1 business days
Scheduled
Duration: 10.0 business days (threshold: 2.0 business days)
Exceeded by 8.0 business days

🔗 Related Artifacts

📞
Case 00551996
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Cross-Training
Branch
N/A
Technician
Jon Sanchez
Scheduled
Jan 12, 8:00 AM
Created
Dec 16, 11:56 AM
Invoice #
SM-251652

Work Details (21)

Name Type Status Qty Amount Date
WL-03068237 Labor Open 0.33333333333333 $0.00 Jan 16, 2:55 PM
WL-03068235 Labor Open 0.33333333333333 $0.00 Jan 16, 2:55 PM
WL-03068236 Labor Open 7.3333333333333 $0.00 Jan 16, 2:55 PM
WL-03068253 Labor Open 7.3333333333333 $0.00 Jan 16, 2:58 PM
WL-03068252 Labor Open 0.33333333333333 $0.00 Jan 16, 2:58 PM
WL-03068254 Labor Open 0.33333333333333 $0.00 Jan 16, 2:58 PM
WL-03068261 Labor Open 7.3333333333333 $0.00 Jan 16, 3:01 PM
WL-03068262 Labor Open 0.33333333333333 $0.00 Jan 16, 3:01 PM
WL-03068260 Labor Open 0.33333333333333 $0.00 Jan 16, 3:01 PM
WL-03068272 Labor Open 7.3333333333333 $0.00 Jan 16, 3:04 PM
WL-03068271 Labor Open 0.33333333333333 $0.00 Jan 16, 3:04 PM
WL-03068273 Labor Open 0.33333333333333 $0.00 Jan 16, 3:04 PM
WL-03068274 Labor Open 8 $0.00 Jan 16, 3:05 PM
WL-03068284 Travel Open 8 $0.00 Jan 16, 3:06 PM
WL-03068285 Travel Open 8 $0.00 Jan 16, 3:06 PM
WL-03068286 Travel Open 8 $0.00 Jan 16, 3:06 PM
WL-03068283 Travel Open 8 $0.00 Jan 16, 3:06 PM
WL-03068293 Travel Open 8 $0.00 Jan 16, 3:10 PM
WL-03068294 Travel Open 8 $0.00 Jan 16, 3:10 PM
WL-03068295 Travel Open 8 $0.00 Jan 16, 3:10 PM
WL-03068296 Travel Open 8 $0.00 Jan 16, 3:10 PM

Details