Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01327144 ↗ ServiceMax

THOR • Support • PC

📍 NovoThor Customer - Atherton CA — 171 Selby Lane, Atherton CA, 94027

Dec 18, 2025 → Jan 8, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Jan 7, 2026
✓ SLA Met
Active: 12 biz days
🕐 Clock stopped: Completed (Jan 7, 2026)
▶ Clock Running
Status: Created
Dec 18 → Dec 18, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Dec 18 → Dec 18, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Dec 18 → Dec 18, 2025
0 business days (counted)
Running total: 0 of ? biz days used
12d
▶ Clock Running
Status: Scheduled
Dec 18 → Jan 7, 2026
12 business days (counted)
Running total: 12 of ? biz days used
▶ Clock Running
Status: Tech On Site
Jan 7 → Jan 7, 2026
0 business days (counted)
Running total: 12 of ? biz days used
Created: Dec 18, 2025 Completed: Jan 7, 2026
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Dec 18 → Dec 18 Created ▶ Running 0 0
Dec 18 → Dec 18 Ready for Scheduling ▶ Running 0 0
Dec 18 → Dec 18 Assigned ▶ Running 0 0
Dec 18 → Jan 7 Scheduled ▶ Running 12 12
Jan 7 → Jan 7 Tech On Site ▶ Running 0 12
Dispatch 0.0d
Coordinators 13.0d
Field Work 2.0d
Billing 27.4d
✓ SLA Met
Dispatch
0.0 days
Coordinators
13.0 days
Over SLA
Field Work
2.0 days
Over SLA
Billing
27.4 days
Over SLA
Created: Dec 18, 2025 Due: Jan 7, 2026 Completed: Jan 8, 2026 (on time)
📅
14.0 days Total Age
⏱️
26.8d in Billing Review Longest Stage
🔄
11 transitions Status Changes
⚠️
37.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
7 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00552694
NovoThor install
Closed
Q-00031670 NovoThor installation on 1/7/26 at 8am Where- 171 Selby Lane Atherton, CA 94027 When- Wednesday, 7-Jan-26 at 8:00 am. Technician - Justin Armas
Priority
Standard
Origin
Email
Reason
New Case
Contact
Chandler Lacy
Owner
Sherry Reich
Created
Dec 18, 2025
Work Orders from this Case (1)
WO-01327144 (current) Invoiced
Support • Justin Armas
Created: Dec 18, 2025 • Closed: Jan 8, 2026
Completed with significant delays
Invoiced • 76 days old
🚨
Primary Delay 26.8 days stuck in "Billing Review"
⏱️
Total Delay 37.6 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
0.0d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
13.0d / 2.0d SLA
Tech On Site
0.3d / 1.0d SLA
Completed
1.7d / 1.0d SLA
Closed
3.1d / 1.0d SLA
WO Correction Needed
0.6d
Billing Review
26.8d / 2.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/19/26 DPatton - Adjusted billing amount to align with quote per JJ weekly meeting

1/28/2026 NSuarez sent a follow up chatter to AM to see if we are charging for any of the expenses.

1/12/26 NSuarez Followed up with AM on expenses.

12-18 Mburris added to tech calendar per Problem Description

🔧 Work Performed
Assisted with install SN - 4340
🔍 Technician Findings
Assist with install
⚠️ Problem Description
Q-00031670 NovoThor installation on 1/7/26 at 8am Where- 171 Selby Lane Atherton, CA 94027 When- Wednesday, 7-Jan-26 at 8:00 am. Technician - Justin Armas

Timeline

📞
Case Linked Dec 18, 8:23 AM
Case Number: 00552694
Subject: NovoThor install
Status: Closed
📋
▶
3 Work Order Created Dec 18, 9:58 AM
Work Order Created → Expenses Added → Status: Ready for Scheduling
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
4 Technician Assigned Dec 18, 10:06 AM
Technician Assigned → Status: Assigned → Status: Scheduled → Dispatch Scheduled
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 7m
🗓️
Status: Scheduled by Michael Burris
From: Assigned
To: Scheduled
Duration in Previous: 1m
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-01-07T16:00:00.000+0000
🚨 12.0 business days
💵
2x Expenses Added Jan 6, 11:55 AM
Type: Expenses
Status: Open
Qty: 1
🔧
Status: Tech On Site by Justin Armas Jan 7, 10:56 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 20d 0h
✔️
Status: Completed by Justin Armas Jan 7, 1:10 PM
From: Tech On Site
To: Completed
Duration in Previous: 2h 13m
⏱️
4x Labor Added Jan 7, 6:26 PM
Type: Labor, Travel, Expenses
Status: Open
Qty: 0.5, 2.5, 226, 1
🏁
Status: Closed by Justin Armas Jan 8, 10:25 AM
From: Completed
To: Closed
Duration in Previous: 21h 14m
⏳ 2.0 business days
✏️
Status: WO Correction Needed by Nancy Suarez Jan 9, 1:33 PM
From: Closed
To: WO Correction Needed
Duration in Previous: 1d 3h
🏁
Status: Closed by Justin Armas Jan 9, 6:19 PM
From: WO Correction Needed
To: Closed
Duration in Previous: 4h 45m
⏳ 1.7 business days
💵
Status: Billing Review by Nancy Suarez Jan 12, 12:28 PM
From: Closed
To: Billing Review
Duration in Previous: 2d 18h
🚨 27.0 business days
📄
▶
3 Status: Ready to Bill Feb 19, 5:28 PM
Status: Ready to Bill → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
🧾
Invoice Created
Invoice Number: SM-254399

Bottlenecks

Scheduled
Duration: 13.0 business days (threshold: 2.0 business days)
Exceeded by 11.0 business days
Completed
Duration: 1.7 business days (threshold: 1.0 business days)
Exceeded by 5.8 business hours
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Closed
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 0.7 business hours
Billing Review
Duration: 26.8 business days (threshold: 2.0 business days)
Exceeded by 24.8 business days

🔗 Related Artifacts

📞
Case 00552694
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Support
Branch
ERLA - PROD
Technician
Justin Armas
Scheduled
Jan 7, 11:00 AM
Created
Dec 18, 9:58 AM
Invoice #
SM-254399

Work Details (7)

Name Type Status Qty Amount Date
WL-03041735 Expenses Open 1 $0.00 Dec 18, 9:58 AM
WL-03054690 Expenses Open 1 $0.00 Jan 6, 11:55 AM
WL-03054691 Expenses Open 1 $0.00 Jan 6, 11:55 AM
WL-03056805 Labor Open 0.5 $0.00 Jan 7, 6:26 PM
WL-03056806 Labor Open 2.5 $180.00 Jan 7, 6:26 PM
WL-03056807 Travel Open 226 $400.00 Jan 7, 6:26 PM
WL-03056808 Expenses Open 1 $0.00 Jan 7, 6:26 PM

Details