Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01337261 ↗ ServiceMax

EMSAR HOUSE ACCOUNT • Cross-Training • PC

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

Jan 12, 2026 → Feb 9, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Feb 7, 2026
✗ SLA Missed (1 biz days late)
Active: 19 biz days
🕐 Clock stopped: Tech Off Site (Feb 9, 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
19d
▶ Clock Running
Status: Scheduled
Jan 12 → Feb 9, 2026
19 business days (counted)
Running total: 19 of ? biz days used
Created: Jan 12, 2026 Tech Off Site: Feb 9, 2026
Show SLA Clock Detail (4 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 9 Scheduled ▶ Running 19 19
Dispatch 0.0d
Coordinators 19.7d
Field Work 1.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
19.7 days
Over SLA
Field Work
1.0 days
Created: Jan 12, 2026 Due: Feb 7, 2026 Completed: Feb 9, 2026 (1 days late)
📅
20.0 days Total Age
⏱️
19.5d in Scheduled Longest Stage
🔄
6 transitions Status Changes
⚠️
17.7d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
14 lines Work Details
🚩
5 visits On-Site Trips
📋
Coordinator Scheduling
🚨
5 On-Site Visits
5 on-site visits — critical red flag: repeated failure to resolve
Visit 1 Feb 2, 2026
Visit 2 Feb 3, 2026
Visit 3 Feb 4, 2026
Visit 4 Feb 5, 2026
Visit 5 Feb 6, 2026

AI Analysis

Powered by OpenAI
Generating AI analysis...

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 Invoiced
Cross-Training • Brandon Rodriguez
Created: Jan 12, 2026 • Closed: Feb 1, 2026
WO-01337261 (current) Invoiced
Cross-Training • Brandon Rodriguez
Created: Jan 12, 2026 • Closed: Feb 9, 2026
Completed with significant delays
Invoiced • 51 days old
🚨
Primary Delay 19.5 days stuck in "Scheduled"
⏱️
Total Delay 17.7 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
0.1d / 1.0d SLA
Scheduled
19.5d / 2.0d SLA
Tech Off Site
0.0d / 2.0d SLA
Completed
1.0d / 1.0d SLA
Closed
1.1d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/19/26 RBerry- Updated serviced date to match work details.

🔧 Work Performed
1week OJT work orders w/ week ending 2/7/2026 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 2/7/2026 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 2/7/2026 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, 10:32 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
3 Technician Assigned Jan 12, 11:30 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: 2026-02-02T15:00:00.000+0000
🚨 11.0 business days
💵
3x Expenses Added Jan 27, 3:56 PM
Type: Expenses
Status: Open
Qty: 1
⚠️ 9.0 business days
💵
5x Expenses Added Feb 8, 11:39 PM
Type: Expenses
Status: Open
Qty: 1
⏱️
▶
2 6x Labor Added Feb 8, 11:45 PM
6x Labor Added → Status: Tech Off Site
🚗
Status: Tech Off Site by Brandon Rodriguez
From: Scheduled
To: Tech Off Site
Duration in Previous: 27d 12h
✔️
Status: Completed by Brandon Rodriguez Feb 8, 11:51 PM
From: Tech Off Site
To: Completed
Duration in Previous: 1m
🏁
Status: Closed by Craig Dempsey Feb 9, 5:51 PM
From: Completed
To: Closed
Duration in Previous: 18h 0m
⏳ 1.8 business days
📄
Status: Ready to Bill by Diane Patton Feb 10, 6:03 PM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 1d 0h, 0m
⚠️ 6.7 business days
🧾
Invoice Created Feb 19, 5:07 PM
Invoice Number: SM-253544

Bottlenecks

Scheduled
Duration: 19.5 business days (threshold: 2.0 business days)
Exceeded by 17.5 business days
Closed
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 1.1 business hours

🔗 Related Artifacts

📞
Case 00556472
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Cross-Training
Branch
N/A
Technician
Brandon Rodriguez
Scheduled
Feb 2, 10:00 AM
Created
Jan 12, 10:32 AM
Invoice #
SM-253544

Work Details (14)

Name Type Status Qty Amount Date
WL-03080286 Expenses Open 1 $0.00 Jan 27, 3:56 PM
WL-03080287 Expenses Open 1 $0.00 Jan 27, 3:56 PM
WL-03080288 Expenses Open 1 $0.00 Jan 27, 3:56 PM
WL-03097251 Expenses Open 1 $0.00 Feb 8, 11:39 PM
WL-03097252 Expenses Open 1 $0.00 Feb 8, 11:39 PM
WL-03097253 Expenses Open 1 $0.00 Feb 8, 11:39 PM
WL-03097254 Expenses Open 1 $0.00 Feb 8, 11:39 PM
WL-03097255 Expenses Open 1 $0.00 Feb 8, 11:39 PM
WL-03097256 Labor Open 7 $0.00 Feb 8, 11:45 PM
WL-03097257 Labor Open 10 $0.00 Feb 8, 11:45 PM
WL-03097258 Labor Open 10 $0.00 Feb 8, 11:45 PM
WL-03097259 Labor Open 8 $0.00 Feb 8, 11:45 PM
WL-03097260 Labor Open 2 $0.00 Feb 8, 11:45 PM
WL-03097261 Labor Open 7 $0.00 Feb 8, 11:45 PM

Details