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WO-01326783 ↗ ServiceMax

EMSAR HOUSE ACCOUNT • Cross-Training • PC

📍 Carlos Robles Trunk Stock — 3000 Tapestry Drive Apt 3103, Midlothian VA, 23113

Dec 16, 2025 → Jan 24, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Jan 24, 2026
✓ SLA Met
Active: 25 biz days
🕐 Clock stopped: Completed (Jan 24, 2026)
▶ Clock Running
Status: Created
Dec 16 → Dec 16, 2025
0 business days (counted)
Running total: 0 of ? biz days used
12d
▶ Clock Running
Status: Ready for Scheduling
Dec 16 → Jan 5, 2026
12 business days (counted)
Running total: 12 of ? biz days used
▶ Clock Running
Status: Assigned
Jan 5 → Jan 5, 2026
0 business days (counted)
Running total: 12 of ? biz days used
13d
▶ Clock Running
Status: Scheduled
Jan 5 → Jan 24, 2026
13 business days (counted)
Running total: 25 of ? biz days used
Created: Dec 16, 2025 Completed: Jan 24, 2026
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Dec 16 → Dec 16 Created ▶ Running 0 0
Dec 16 → Jan 5 Ready for Scheduling ▶ Running 12 12
Jan 5 → Jan 5 Assigned ▶ Running 0 12
Jan 5 → Jan 24 Scheduled ▶ Running 13 25
Dispatch 0.0d
Coordinators 26.7d
✓ SLA Met
Dispatch
0.0 days
Coordinators
26.7 days
Over SLA
Created: Dec 16, 2025 Due: Jan 24, 2026 Completed: Jan 24, 2026 (on time)
📅
25.7 days Total Age
⏱️
14.0d in Scheduled Longest Stage
🔄
6 transitions Status Changes
⚠️
23.7d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
16 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 Jan 19, 2026
Visit 2 Jan 20, 2026
Visit 3 Jan 21, 2026
Visit 4 Jan 22, 2026
Visit 5 Jan 23, 2026

AI Analysis

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Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00551997
Personnel Action Form Needs Approval
Closed
1x 1st week OJT on: Beds w/ TBD Week ending: 1/17/2026 "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
High
Origin
Email
Reason
New Case
Contact
Systemmessage
Owner
Jessica Sells
Created
Dec 16, 2025
Work Orders from this Case (2)
WO-01326782 Invoiced
New Hire Training • Carlos Robles
Created: Dec 16, 2025 • Closed: Jan 9, 2026
WO-01326783 (current) Invoiced
Cross-Training • Carlos Robles
Created: Dec 16, 2025 • Closed: Jan 24, 2026
Completed with significant delays
Invoiced • 78 days old
🚨
Primary Delay 14.0 days stuck in "Scheduled"
⏱️
Total Delay 23.7 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
12.7d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
14.0d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
ojt for this week
🔍 Technician Findings
on the job training
⚠️ Problem Description
1x 1st week OJT on: Beds w/ TBD Week ending: 1/24/2026 "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 16, 10:04 AM
Case Number: 00551997
Subject: Personnel Action Form Needs Approval
Status: Closed
📋
▶
2 Work Order Created Dec 16, 1:12 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
🚨 13.0 business days
👷
▶
4 Technician Assigned Jan 5, 8:45 AM
Technician Assigned → Status: Assigned → Status: Scheduled → Dispatch Scheduled
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 19d 19h
🗓️
Status: Scheduled by Melissa Owens
From: Assigned
To: Scheduled
Duration in Previous: 4m
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2026-01-12T13:00:00.000+0000
⚠️ 8.0 business days
📅
Dispatch Scheduled by Matthew Bateman Jan 14, 10:15 AM
Scheduled For: 2026-01-19T13:00:00.000+0000
⏳ 3.0 business days
⏱️
2x Labor Added Jan 19, 8:33 AM
Type: Labor, Travel
Status: Open
Qty: 0.5, 14
⏳ 4.0 business days
⏱️
10x Labor Added Jan 24, 5:31 PM
Type: Labor
Status: Open
Qty: 8.5, 0.5, 1
⏱️
▶
3 4x Labor Added Jan 24, 5:36 PM
4x Labor Added → Status: Completed → Status: Closed
✔️
Status: Completed by Carlos Robles
From: Scheduled
To: Completed
Duration in Previous: 19d 8h
🏁
Status: Closed by Carlos Robles
From: Completed
To: Closed
Duration in Previous: 1m
⏳ 1.0 business days
📄
▶
2 Status: Ready to Bill Jan 26, 1:39 PM
Status: Ready to Bill → Invoice Created
🧾
Invoice Created
Invoice Number: SM-252227

Bottlenecks

Ready for Scheduling
Duration: 12.7 business days (threshold: 1.0 business days)
Exceeded by 11.7 business days
Scheduled
Duration: 14.0 business days (threshold: 2.0 business days)
Exceeded by 12.0 business days

🔗 Related Artifacts

📞
Case 00551997
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Cross-Training
Branch
N/A
Technician
Carlos Robles
Scheduled
Jan 19, 8:00 AM
Created
Dec 16, 1:12 PM
Invoice #
SM-252227

Work Details (16)

Name Type Status Qty Amount Date
WL-03070042 Labor Open 0.5 $0.00 Jan 19, 8:33 AM
WL-03070043 Travel Open 14 $0.00 Jan 19, 8:33 AM
WL-03078005 Labor Open 8.5 $0.00 Jan 24, 5:31 PM
WL-03078001 Labor Open 0.5 $0.00 Jan 24, 5:31 PM
WL-03078002 Labor Open 8.5 $0.00 Jan 24, 5:31 PM
WL-03078003 Labor Open 0.5 $0.00 Jan 24, 5:31 PM
WL-03078004 Labor Open 0.5 $0.00 Jan 24, 5:31 PM
WL-03077996 Labor Open 8.5 $0.00 Jan 24, 5:31 PM
WL-03077997 Labor Open 1 $0.00 Jan 24, 5:31 PM
WL-03077998 Labor Open 0.5 $0.00 Jan 24, 5:31 PM
WL-03077999 Labor Open 8.5 $0.00 Jan 24, 5:31 PM
WL-03078000 Labor Open 0.5 $0.00 Jan 24, 5:31 PM
WL-03078010 Labor Open 8.5 $0.00 Jan 24, 5:36 PM
WL-03078011 Labor Open 0.5 $0.00 Jan 24, 5:36 PM
WL-03078012 Labor Open 1 $0.00 Jan 24, 5:36 PM
WL-03078009 Labor Open 0.5 $0.00 Jan 24, 5:36 PM

Details