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WO-01337089 ↗ ServiceMax

HIGI LLC • Repair • P4

📍 Peter Lin - QUIICTECH — Room 15B, Tower 1, The Corniche, No.66 Lee Nam Road, ABERDEEN & AP LEI CHAU Hong Kong, 000

Jan 9, 2026 → Jan 19, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Jan 15, 2026
✗ SLA Missed
Active: 4 biz days
Paused: 1 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Jan 19, 2026)
SLA Target
▶ Clock Running
Status: Created
Jan 9 → Jan 9, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
1d
▶ Clock Running
Status: Assigned
Jan 9 → Jan 12, 2026
1 business day (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: L2 Screening
Jan 12 → Jan 12, 2026
0 business days (counted)
Running total: 1 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Jan 12 → Jan 12, 2026
0 business days (not counted)
1d
▶ Clock Running
Status: Ready for Scheduling
Jan 12 → Jan 13, 2026
1 business day (counted)
Running total: 2 of 4 biz days used
⏸1d
⏸ Clock Paused
Status: Awaiting Parts
Jan 13 → Jan 14, 2026
1 business day (not counted)
▶ Clock Running
Status: Logistics
Jan 14 → Jan 14, 2026
0 business days (counted)
Running total: 2 of 4 biz days used
2d
▶ Clock Running
Status: Assigned
Jan 14 → Jan 19, 2026
2 business days (counted)
Running total: 4 of 4 biz days used
▶ Clock Running
Status: Scheduled
Jan 19 → Jan 19, 2026
0 business days (counted)
Running total: 4 of 4 biz days used
Created: Jan 9, 2026 Completed: Jan 19, 2026
Business Days Used 4 / 4
0 4d budget
Show SLA Clock Detail (9 periods)
Period Status Clock Biz Days Running Total
Jan 9 → Jan 9 Created ▶ Running 0 0 / 4
Jan 9 → Jan 12 Assigned ▶ Running 1 1 / 4
Jan 12 → Jan 12 L2 Screening ▶ Running 0 1 / 4
Jan 12 → Jan 12 Awaiting Parts ⏸ Paused 0
Jan 12 → Jan 13 Ready for Scheduling ▶ Running 1 2 / 4
Jan 13 → Jan 14 Awaiting Parts ⏸ Paused 1
Jan 14 → Jan 14 Logistics ▶ Running 0 2 / 4
Jan 14 → Jan 19 Assigned ▶ Running 2 4 / 4
Jan 19 → Jan 19 Scheduled ▶ Running 0 4 / 4
Dispatch 0.4d
Material Management 2.2d
Coordinators 6.0d
✗ SLA Missed
Dispatch
0.4 days
Material Management
2.2 days
Coordinators
6.0 days
Over SLA
Created: Jan 9, 2026 Due: Feb 9, 2026 Completed: Jan 19, 2026 (21 days early)
📅
5.5 days Total Age
⏱️
3.0d in Assigned Longest Stage
🔄
9 transitions Status Changes
⚠️
4.0d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
8 lines Work Details
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00557497
Re: Alt Config Parts For Peter
Closed
See needed parts below: A&D cuff- Q9061_02_00 A&D serial cable- Q9061_CBL_EC_0040 PC- HP Engage Flex Pro G2 i513500E32GB/256PC Load cell- 871-0032-01R Scale box- 871-0011-02R Storm keypad- STORM KEYPAD Storm keypad cable- STORM KEYPAD CABLE
Priority
Standard
Origin
Email
Reason
New Case
Contact
N/A
Owner
Shelby Robinson
Created
Jan 9, 2026
Work Orders from this Case (1)
WO-01337089 (current) Invoiced
Repair • Nicole Floyd
Created: Jan 9, 2026 • Closed: Jan 19, 2026
Completed with minor delays
Invoiced • 54 days old
🚨
Primary Delay 3.0 days stuck in "Assigned"
⏱️
Total Delay 4.0 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
Assigned
4.5d / 0.5d SLA
L2 Screening
0.4d / 1.0d SLA
Awaiting Parts
2.2d / 3.0d SLA
Ready for Scheduling
1.5d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

BC 1/14: DIms: 36"x36"x39" @115lbs

🔧 Work Performed
Parts picked and packed for shipment to Peter, QIIC
🔍 Technician Findings
Parts picked and packed for shipment to Peter, QIIC
⚠️ Problem Description
See needed parts below: NEED QUANTITY = 2 of EACH A&D cuff- Q9061_02_00 A&D serial cable- Q9061_CBL_EC_0040 PC- HP Engage Flex Pro G2 i513500E32GB/256PC Load cell- 871-0032-01R Scale box- 871-0011-02R Storm keypad- STORM KEYPAD Storm keypad cable- STORM KEYPAD CABLE

Timeline

📞
Case Linked Jan 9, 9:39 AM
Case Number: 00557497
Subject: Re: Alt Config Parts For Peter
Status: Closed
📋
3 Work Order Created Jan 9, 3:01 PM
Work Order Created → Technician Assigned → Status: Assigned
👷
Technician Assigned by Shelby Robinson
Technician: Brendan Chaney
👷
Status: Assigned by Shelby Robinson
From: Entered
To: Assigned
Duration in Previous: 0m
2.0 business days
🔍
Status: L2 Screening by Brendan Chaney Jan 12, 8:24 AM
From: Assigned
To: L2 Screening
Duration in Previous: 2d 17h
📦
2 Parts Requested Jan 12, 11:20 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Emmanuel Morales
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 2h 56m
📅
Status: Ready for Scheduling by Robert Cox Jan 12, 3:19 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 3h 58m
📦
Status: Awaiting Parts by Brendan Chaney Jan 13, 1:27 PM
From: Ready for Scheduling
To: Awaiting Parts
Duration in Previous: 22h 8m
🚚
2 Status: Logistics Jan 14, 8:47 AM
Status: Logistics → Technician Assigned
👷
Technician Assigned by Brendan Chaney
Technician: Nicole Floyd
3.0 business days
🔩
4 8x Parts Added Jan 19, 10:44 AM
8x Parts Added → Dispatch Scheduled → Status: Scheduled → Status: Closed
📅
Dispatch Scheduled by Brendan Chaney
Scheduled For: 2026-01-16T17:00:00.000+0000
🗓️
Status: Scheduled by Brendan Chaney
From: Assigned, Scheduled
To: Scheduled, Completed
Duration in Previous: 5d 1h, 0m
🏁
Status: Closed by Brendan Chaney
From: Completed, Closed
To: Closed, Ready to Bill
Duration in Previous: 1m, 0m
📨
2 Status: Invoice Pending Jan 19, 2:49 PM
Status: Invoice Pending → Invoice Created
🧾
Invoice Created
Invoice Number: SM-251648

Bottlenecks

Assigned
Duration: 1.5 business days (threshold: 4.0 business hours)
Exceeded by 8.0 business hours
Ready for Scheduling
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 3.7 business hours
Assigned
Duration: 3.0 business days (threshold: 4.0 business hours)
Exceeded by 2.5 business days

🔗 Related Artifacts

📞
Case 00557497
Closed
📦
Parts Order 00088082
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Nicole Floyd
Scheduled
Jan 16, 12:00 PM
Created
Jan 9, 3:01 PM
Invoice #
SM-251648

Work Details (8)

Name Type Status Qty Amount Date
WL-03070234 Parts Open 2 $0.00 Jan 19, 10:44 AM
WL-03070235 Parts Open 2 $0.00 Jan 19, 10:44 AM
WL-03070236 Parts Open 2 $0.00 Jan 19, 10:44 AM
WL-03070237 Parts Open 2 $0.00 Jan 19, 10:44 AM
WL-03070238 Parts Open 2 $0.00 Jan 19, 10:44 AM
WL-03070239 Parts Open 2 $0.00 Jan 19, 10:44 AM
WL-03070240 Parts Open 2 $0.00 Jan 19, 10:44 AM
WL-03070241 Expenses Open 1 - Jan 19, 10:44 AM

Details