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WO-01337260 ↗ ServiceMax

EMSAR HOUSE ACCOUNT • Cross-Training • PC

📍 Andrew Przybyla Trunk Stock — 143 W. Dewey Ave, Coolidge AZ, 85128

Jan 12, 2026 → Feb 1, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Jan 31, 2026
✗ SLA Missed
Active: 13 biz days
🕐 Clock stopped: Tech Off Site (Feb 1, 2026)
▶ Clock Running
Status: Created
Jan 12 → Jan 12, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 12 → Jan 12, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Jan 12 → Jan 12, 2026
0 business days (counted)
Running total: 0 of ? biz days used
13d
▶ Clock Running
Status: Scheduled
Jan 12 → Feb 1, 2026
13 business days (counted)
Running total: 13 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 1 → Feb 1, 2026
0 business days (counted)
Running total: 13 of ? biz days used
Created: Jan 12, 2026 Tech Off Site: Feb 1, 2026
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Jan 12 → Jan 12 Created ▶ Running 0 0
Jan 12 → Jan 12 Ready for Scheduling ▶ Running 0 0
Jan 12 → Jan 12 Assigned ▶ Running 0 0
Jan 12 → Feb 1 Scheduled ▶ Running 13 13
Feb 1 → Feb 1 Tech On Site ▶ Running 0 13
Dispatch 0.0d
Coordinators 14.1d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
14.1 days
Over SLA
Created: Jan 12, 2026 Due: Jan 31, 2026 Completed: Feb 1, 2026 (on time)
📅
14.0 days Total Age
⏱️
13.9d in Scheduled Longest Stage
🔄
6 transitions Status Changes
⚠️
12.9d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
14 lines Work Details
🚩
5 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚨
5 On-Site Visits
5 on-site visits — critical red flag: repeated failure to resolve
👤 Self-scheduled by Brandon Rodriguez — scheduling delays attributed to technician, not coordinators
Visit 1 Jan 26, 2026
Visit 2 Jan 27, 2026
Visit 3 Jan 28, 2026
Visit 4 Jan 29, 2026
Visit 5 Jan 30, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00556472
1/12 chat'd Butler/Dempsey for Andy P last name (two other WOs have been created)
Closed
Dispatch please create 4 Training Work Orders for this technician 1x for CBTs for HCP Pre-training ending 1/31/2026 2x 1week OJT work orders w/ week ending 1/31/2025 & 2/7/2026 1x for classroom week ending 2/14/2026 Q: Service Type (pm, repair, other)?: Q: Make / Model?: Q: Service Performed?: Q: Mentor?:
Priority
High
Origin
Email
Reason
New Case
Contact
N/A
Owner
Sherry Reich
Created
Jan 6, 2026
Work Orders from this Case (4)
WO-01337230 Invoiced
Cross-Training • Brandon Rodriguez
Created: Jan 12, 2026 • Closed: Jan 26, 2026
WO-01337233 Invoiced
Cross-Training • Brandon Rodriguez
Created: Jan 12, 2026 • Closed: Feb 16, 2026
WO-01337260 (current) Invoiced
Cross-Training • Brandon Rodriguez
Created: Jan 12, 2026 • Closed: Feb 1, 2026
WO-01337261 Invoiced
Cross-Training • Brandon Rodriguez
Created: Jan 12, 2026 • Closed: Feb 9, 2026
Completed with significant delays
Invoiced • 51 days old
🚨
Primary Delay 13.9 days stuck in "Scheduled"
⏱️
Total Delay 12.9 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
0.1d / 1.0d SLA
Scheduled
13.9d / 2.0d SLA
Tech On Site
0.0d / 1.0d SLA
Tech Off Site
0.0d / 2.0d SLA
Closed
2.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1/26/26 CDempsey- Brandon did not have a wo for last week, so I took this weeks and told him to use it for last week.

🔧 Work Performed
1week OJT work orders w/ week ending 1/23/2025 Technician: Brandon Rodriguez Q: Service Type (pm, repair, other)?: Q: Make / Model?: Q: Service Performed?: Q: Mentor?: Andy
🔍 Technician Findings
1week OJT work orders w/ week ending 1/23/2025 Technician: Brandon Rodriguez Q: Service Type (pm, repair, other)?: Q: Make / Model?: Q: Service Performed?: Q: Mentor?: Andy
⚠️ Problem Description
1week OJT work orders w/ week ending 1/23/2025 Technician: Brandon Rodriguez Q: Service Type (pm, repair, other)?: Q: Make / Model?: Q: Service Performed?: Q: Mentor?:

Timeline

📞
Case Linked Jan 6, 1:53 PM
Case Number: 00556472
Subject: 1/12 chat'd Butler/Dempsey for Andy P last name (two other WOs have been created)
Status: Closed
⚠️ 5.0 business days
📋
▶
2 Work Order Created Jan 12, 10:30 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 1m
👷
▶
3 Technician Assigned Jan 12, 11:29 AM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 57m, 0m
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-01-26T15:00:00.000+0000
⚠️ 6.0 business days
💵
3x Expenses Added Jan 20, 11:12 AM
Type: Expenses
Status: Open
Qty: 1
⚠️ 9.0 business days
🔧
Status: Tech On Site by Brandon Rodriguez Feb 1, 1:33 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 19d 14h
⏱️
▶
3 11x Labor Added Feb 1, 1:53 AM
11x Labor Added → Status: Tech Off Site → Status: Completed
🚗
Status: Tech Off Site by Brandon Rodriguez
From: Tech On Site
To: Tech Off Site
Duration in Previous: 20m
✔️
Status: Completed by Brandon Rodriguez
From: Tech Off Site, Completed
To: Completed, Closed
Duration in Previous: 1m, 0m
⏳ 2.0 business days
📄
▶
2 Status: Ready to Bill Feb 3, 12:28 PM
Status: Ready to Bill → Invoice Created
🧾
Invoice Created
Invoice Number: SM-252898

Bottlenecks

Scheduled
Duration: 13.9 business days (threshold: 2.0 business days)
Exceeded by 11.9 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00556472
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Cross-Training
Branch
N/A
Technician
Brandon Rodriguez
Scheduled
Jan 26, 10:00 AM
Created
Jan 12, 10:30 AM
Invoice #
SM-252898

Work Details (14)

Name Type Status Qty Amount Date
WL-03071511 Expenses Open 1 $0.00 Jan 20, 11:12 AM
WL-03071512 Expenses Open 1 $0.00 Jan 20, 11:12 AM
WL-03071513 Expenses Open 1 $0.00 Jan 20, 11:12 AM
WL-03086934 Labor Open 7 $0.00 Feb 1, 1:53 AM
WL-03086935 Labor Open 10.5 $0.00 Feb 1, 1:53 AM
WL-03086936 Labor Open 12 $0.00 Feb 1, 1:53 AM
WL-03086937 Labor Open 14 $0.00 Feb 1, 1:53 AM
WL-03086938 Labor Open 8.5 $0.00 Feb 1, 1:53 AM
WL-03086939 Labor Open 7 $0.00 Feb 1, 1:53 AM
WL-03086940 Expenses Open 1 $0.00 Feb 1, 1:53 AM
WL-03086941 Expenses Open 1 $0.00 Feb 1, 1:53 AM
WL-03086942 Expenses Open 1 $0.00 Feb 1, 1:53 AM
WL-03086943 Expenses Open 1 $0.00 Feb 1, 1:53 AM
WL-03086944 Expenses Open 1 $0.00 Feb 1, 1:53 AM

Details