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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01328898 ↗ ServiceMax

EMSAR HOUSE ACCOUNT • New Hire Training • PC

📍 Darek Kirkpatrick Trunk Stock — 454 Baird St, Minoa NY, 13116

Jan 2, 2026 → Jan 17, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Jan 17, 2026
✓ SLA Met
Active: 10 biz days
🕐 Clock stopped: Completed (Jan 17, 2026)
▶ Clock Running
Status: Created
Jan 2 → Jan 2, 2026
0 business days (counted)
Running total: 0 of ? biz days used
1d
▶ Clock Running
Status: Ready for Scheduling
Jan 2 → Jan 5, 2026
1 business day (counted)
Running total: 1 of ? biz days used
▶ Clock Running
Status: Assigned
Jan 5 → Jan 5, 2026
0 business days (counted)
Running total: 1 of ? biz days used
9d
▶ Clock Running
Status: Scheduled
Jan 5 → Jan 17, 2026
9 business days (counted)
Running total: 10 of ? biz days used
Created: Jan 2, 2026 Completed: Jan 17, 2026
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Jan 2 → Jan 2 Created ▶ Running 0 0
Jan 2 → Jan 5 Ready for Scheduling ▶ Running 1 1
Jan 5 → Jan 5 Assigned ▶ Running 0 1
Jan 5 → Jan 17 Scheduled ▶ Running 9 10
Dispatch 0.0d
Coordinators 11.4d
✓ SLA Met
Dispatch
0.0 days
Coordinators
11.4 days
Over SLA
Created: Jan 2, 2026 Due: Jan 17, 2026 Completed: Jan 17, 2026 (on time)
📅
10.5 days Total Age
⏱️
9.9d in Scheduled Longest Stage
🔄
6 transitions Status Changes
⚠️
8.4d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
10 lines Work Details
🚩
4 visits On-Site Trips
📋
Coordinator Scheduling
🚩
4 On-Site Visits
4 on-site visits — why were multiple trips needed?
Visit 1 Jan 12, 2026
Visit 2 Jan 13, 2026
Visit 3 Jan 14, 2026
Visit 4 Jan 15, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00555634
Personnel Action Form Needs Acknowledgement
Closed
1x Impact/Onboarding Week 1/5/2026 - 1/10/2026
Priority
High
Origin
Email
Reason
New Case
Contact
N/A
Owner
Kimberly Hardison
Created
Jan 2, 2026
Work Orders from this Case (2)
WO-01328893 Invoiced
New Hire Training • Hector Castaneda
Created: Jan 2, 2026 • Closed: Jan 9, 2026
WO-01328898 (current) Invoiced
New Hire Training • Hector Castaneda
Created: Jan 2, 2026 • Closed: Jan 17, 2026
Completed with minor delays
Invoiced • 61 days old
🚨
Primary Delay 9.9 days stuck in "Scheduled"
⏱️
Total Delay 8.4 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
1.5d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
9.9d / 2.0d SLA
Closed
0.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
01/12/2026 - HCASTANEDA - ESMAR UNIVERSITY COURSES 01/13/2026 - HCASTANEDA - TRAINING - PICKED UP RENTAL CAR - TRAVELED TO SYRACUSE AND RETURNED HOME. 01/14/2026 - TRAINING - DROVE FROM BUFFALO TO SYRACUSE FOR TRAINING - HOTEL STAY. 01/15/2026 - OJT AND EMSAR U COURSES. 01/16/2026 - ERRAND FOR SUP. 01/17/2026 - ENTERPRISE RUN
🔍 Technician Findings
OJT
⚠️ Problem Description
1x 1st week OJT on: for Hector Castaneda HCP w/Darek Kirkpatrick,Week ending: 1/17 "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 Jan 2, 1:54 PM
Case Number: 00555634
Subject: Personnel Action Form Needs Acknowledgement
Status: Closed
📋
▶
2 Work Order Created Jan 2, 2:40 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
⏳ 2.0 business days
👷
▶
4 Technician Assigned Jan 5, 11:56 AM
Technician Assigned → Status: Assigned → Status: Scheduled → Dispatch Scheduled
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2d 21h
🗓️
Status: Scheduled by Kourtney Smith
From: Assigned
To: Scheduled
Duration in Previous: 1m
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-01-12T13:00:00.000+0000
⚠️ 6.0 business days
💵
2x Expenses Added Jan 12, 4:50 PM
Type: Expenses
Status: Open
Qty: 1
⏳ 1.9 business days
⏱️
2x Labor Added Jan 13, 8:11 PM
Type: Labor
Status: Open
Qty: 8, 10.233333333333
⏱️
Labor Added Jan 14, 4:36 PM
Type: Labor
Status: Open
Qty: 9.75
⏳ 1.9 business days
⏱️
Labor Added Jan 15, 5:42 PM
Type: Labor
Status: Open
Qty: 8.5
💵
2x Expenses Added Jan 16, 7:23 AM
Type: Expenses
Status: Open
Qty: 1
💵
Expenses Added Jan 16, 3:18 PM
Type: Expenses
Status: Open
Qty: 1
💵
Expenses Added Jan 16, 3:24 PM
Type: Expenses
Status: Open
Qty: 1
✔️
Status: Completed by Hector Castaneda Jan 17, 3:23 PM
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 12d 3h, 0m
⏳ 0.0 business days
📄
▶
3 Status: Ready to Bill Jan 19, 6:19 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-251691

Bottlenecks

Ready for Scheduling
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 4.3 business hours
Scheduled
Duration: 9.9 business days (threshold: 2.0 business days)
Exceeded by 7.9 business days

🔗 Related Artifacts

📞
Case 00555634
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
New Hire Training
Branch
N/A
Technician
Hector Castaneda
Scheduled
Jan 12, 8:00 AM
Created
Jan 2, 2:40 PM
Invoice #
SM-251691

Work Details (10)

Name Type Status Qty Amount Date
WL-03062174 Expenses Open 1 $0.00 Jan 12, 4:50 PM
WL-03062175 Expenses Open 1 $0.00 Jan 12, 4:50 PM
WL-03063991 Labor Open 8 $0.00 Jan 13, 8:11 PM
WL-03063992 Labor Open 10.233333333333 $0.00 Jan 13, 8:11 PM
WL-03065121 Labor Open 9.75 $0.00 Jan 14, 4:36 PM
WL-03066958 Labor Open 8.5 $0.00 Jan 15, 5:42 PM
WL-03067557 Expenses Open 1 $0.00 Jan 16, 7:23 AM
WL-03067558 Expenses Open 1 $0.00 Jan 16, 7:23 AM
WL-03068311 Expenses Open 1 $0.00 Jan 16, 3:18 PM
WL-03068340 Expenses Open 1 $0.00 Jan 16, 3:24 PM

Details