Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01327439 ↗ ServiceMax

EMSAR HOUSE ACCOUNT • Cross-Training • PC

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

Dec 19, 2025 → Jan 11, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Jan 12, 2026
✓ SLA Met (1 biz days early)
Active: 13 biz days
🕐 Clock stopped: Invoiced (Jan 11, 2026)
▶ Clock Running
Status: Created
Dec 19 → Dec 19, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Dec 19 → Dec 19, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Dec 19 → Dec 19, 2025
0 business days (counted)
Running total: 0 of ? biz days used
9d
▶ Clock Running
Status: Scheduled
Dec 19 → Jan 5, 2026
9 business days (counted)
Running total: 9 of ? biz days used
4d
▶ Clock Running
Status: Tech On Site
Jan 5 → Jan 11, 2026
4 business days (counted)
Running total: 13 of ? biz days used
▶ Clock Running
Status: Completed
Jan 11 → Jan 11, 2026
0 business days (counted)
Running total: 13 of ? biz days used
Created: Dec 19, 2025 Invoiced: Jan 11, 2026
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Dec 19 → Dec 19 Created ▶ Running 0 0
Dec 19 → Dec 19 Ready for Scheduling ▶ Running 0 0
Dec 19 → Dec 19 Assigned ▶ Running 0 0
Dec 19 → Jan 5 Scheduled ▶ Running 9 9
Jan 5 → Jan 11 Tech On Site ▶ Running 4 13
Jan 11 → Jan 11 Completed ▶ Running 0 13
Dispatch 0.0d
Coordinators 9.7d
Field Work 5.0d
Incomplete 0.0d (excluded)
✓ SLA Met
Dispatch
0.0 days
Coordinators
9.7 days
Over SLA
Field Work
5.0 days
Over SLA
Incomplete (excluded from total)
0.0 days
Created: Dec 19, 2025 Due: Jan 12, 2026 Completed: Jan 11, 2026 (1 days early)
📅
13.7 days Total Age
⏱️
9.7d in Scheduled Longest Stage
🔄
11 transitions Status Changes
⚠️
12.7d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
34 lines Work Details
🚩
6 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚨
6 On-Site Visits
6 on-site visits — critical red flag: repeated failure to resolve
👤 Self-scheduled by Xiraiyah Coston — scheduling delays attributed to technician, not coordinators
Visit 1 Jan 4, 2026
Visit 2 Jan 5, 2026
Visit 3 Jan 6, 2026
Visit 4 Jan 7, 2026
Visit 5 Jan 8, 2026
Visit 6 Jan 9, 2026

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00553182
OJT WO Request
Closed
OJT WO for Xiraiyah Coston to complete her 2nd week of medical bed training with Joe Evans . Due date will be 1/10. -Matt Bateman Q: Service Type (pm, repair, other)?: Q: Make / Model?: Q: Service Performed?: Q: Mentor?:"Joe Evans
Priority
Standard
Origin
Email
Reason
New Case
Contact
N/A
Owner
Shelby Robinson
Created
Dec 19, 2025
Work Orders from this Case (1)
WO-01327439 (current) Invoiced
Cross-Training • Xiraiyah Coston
Created: Dec 19, 2025 • Closed: Jan 11, 2026
Completed with significant delays
Invoiced • 75 days old
🚨
Primary Delay 9.7 days stuck in "Scheduled"
⏱️
Total Delay 12.7 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
0.0d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
9.7d / 2.0d SLA
Tech On Site
5.0d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Incomplete
0.0d

💬 Activities, Notes & Communications

🔧 Work Performed
Week 2 OJT bed training in Greenville, SC with Joe Evans
🔍 Technician Findings
Week 2 OJT bed training in Greenville, SC with Joe Evans
⚠️ Problem Description
OJT WO for Xiraiyah Coston to complete her 2nd week of medical bed training with Joe Evans . Due date will be 1/10. -Matt Bateman Q: Service Type (pm, repair, other)?: Q: Make / Model?: Q: Service Performed?: Q: Mentor?:"Joe Evans

Timeline

📞
Case Linked Dec 19, 12:29 PM
Case Number: 00553182
Subject: OJT WO Request
Status: Closed
📋
▶
2 Work Order Created Dec 19, 1:05 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Shelby Robinson
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
4 Status: Assigned Dec 19, 1:26 PM
Status: Assigned → Technician Assigned → Status: Scheduled → Dispatch Scheduled
👷
Technician Assigned by Melissa Owens
Technician: Xiraiyah Coston
🗓️
Status: Scheduled by Melissa Owens
From: Assigned
To: Scheduled
Duration in Previous: 1m
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2026-01-05T13:00:00.000+0000
📅
Dispatch Scheduled by Matthew Bateman Dec 19, 1:35 PM
Scheduled For: 2026-01-04T13:00:00.000+0000
💵
3x Expenses Added Dec 19, 2:15 PM
Type: Expenses
Status: Open
Qty: 1
🚨 10.0 business days
🔧
Status: Tech On Site by Xiraiyah Coston Jan 5, 9:09 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 16d 19h
⚠️ 5.0 business days
⏱️
▶
2 30x Labor Added Jan 11, 3:55 PM
30x Labor Added → Labor Added
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 7.6
✔️
▶
2 Status: Completed Jan 11, 4:00 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Xiraiyah Coston
From: Completed
To: Closed
Duration in Previous: 1m
⚠️
▶
2 Status: Incomplete Jan 11, 5:25 PM
Status: Incomplete → Status: Closed
🏁
Status: Closed by Matthew Bateman
From: Incomplete
To: Closed
Duration in Previous: 2m
⚠️
▶
2 Status: Incomplete Jan 12, 9:00 AM
Status: Incomplete → Status: Closed
🏁
Status: Closed by Matthew Bateman
From: Incomplete
To: Closed
Duration in Previous: 1m
⏳ 2.0 business days
📄
▶
2 Status: Ready to Bill Jan 13, 2:58 PM
Status: Ready to Bill → Invoice Created
🧾
Invoice Created
Invoice Number: SM-251096

Bottlenecks

Scheduled
Duration: 9.7 business days (threshold: 2.0 business days)
Exceeded by 7.7 business days
Tech On Site
Duration: 5.0 business days (threshold: 1.0 business days)
Exceeded by 4.0 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00553182
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Cross-Training
Branch
N/A
Technician
Xiraiyah Coston
Scheduled
Jan 4, 8:00 AM
Created
Dec 19, 1:05 PM
Invoice #
SM-251096

Work Details (34)

Name Type Status Qty Amount Date
WL-03043507 Expenses Open 1 $0.00 Dec 19, 2:15 PM
WL-03043508 Expenses Open 1 $0.00 Dec 19, 2:15 PM
WL-03043509 Expenses Open 1 $0.00 Dec 19, 2:15 PM
WL-03060964 Labor Open 7.3333333333333 $0.00 Jan 11, 3:55 PM
WL-03060965 Labor Open 0.35 $0.00 Jan 11, 3:55 PM
WL-03060966 Labor Open 7.1333333333333 $0.00 Jan 11, 3:55 PM
WL-03060967 Labor Open 0.33333333333333 $0.00 Jan 11, 3:55 PM
WL-03060968 Labor Open 0.35 $0.00 Jan 11, 3:55 PM
WL-03060969 Labor Open 7.1 $0.00 Jan 11, 3:55 PM
WL-03060970 Labor Open 0.35 $0.00 Jan 11, 3:55 PM
WL-03060971 Labor Open 0.35 $0.00 Jan 11, 3:55 PM
WL-03060972 Labor Open 6.4166666666667 $0.00 Jan 11, 3:55 PM
WL-03060973 Labor Open 0.35 $0.00 Jan 11, 3:55 PM
WL-03060974 Labor Open 0.15 $0.00 Jan 11, 3:55 PM
WL-03060975 Labor Open 5.65 $0.00 Jan 11, 3:55 PM
WL-03060976 Labor Open 0.16666666666667 $0.00 Jan 11, 3:55 PM
WL-03060977 Travel Open 10 $0.00 Jan 11, 3:55 PM
WL-03060978 Travel Open 10 $0.00 Jan 11, 3:55 PM
WL-03060979 Travel Open 10 $0.00 Jan 11, 3:55 PM
WL-03060980 Travel Open 10 $0.00 Jan 11, 3:55 PM
WL-03060981 Travel Open 10 $0.00 Jan 11, 3:55 PM
WL-03060982 Travel Open 10 $0.00 Jan 11, 3:55 PM
WL-03060983 Travel Open 3.1 $0.00 Jan 11, 3:55 PM
WL-03060984 Travel Open 3.1 $0.00 Jan 11, 3:55 PM
WL-03060985 Expenses Open 1 $0.00 Jan 11, 3:55 PM
WL-03060986 Expenses Open 1 $0.00 Jan 11, 3:55 PM
WL-03060987 Expenses Open 1 $0.00 Jan 11, 3:55 PM
WL-03060988 Expenses Open 1 $0.00 Jan 11, 3:55 PM
WL-03060989 Expenses Open 1 $0.00 Jan 11, 3:55 PM
WL-03060990 Expenses Open 1 $0.00 Jan 11, 3:55 PM
WL-03060991 Expenses Open 1 $0.00 Jan 11, 3:55 PM
WL-03060992 Expenses Open 1 $0.00 Jan 11, 3:55 PM
WL-03060993 Expenses Open 1 $0.00 Jan 11, 3:55 PM
WL-03060994 Labor Open 7.6 $0.00 Jan 11, 3:57 PM

Details