Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01337325 ↗ ServiceMax

EMSAR HOUSE ACCOUNT • Cross-Training • PC

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

Jan 12, 2026 → Jan 23, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Jan 31, 2026
✓ SLA Met (5 biz days early)
Active: 8 biz days
🕐 Clock stopped: Completed (Jan 23, 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
8d
▶ Clock Running
Status: Scheduled
Jan 12 → Jan 23, 2026
8 business days (counted)
Running total: 8 of ? biz days used
Created: Jan 12, 2026 Completed: Jan 23, 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 → Jan 23 Scheduled ▶ Running 8 8
Dispatch 0.0d
Coordinators 8.8d
Field Work 0.0d
Billing 0.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
8.8 days
Over SLA
Field Work
0.0 days
Billing
0.0 days
Created: Jan 12, 2026 Due: Jan 31, 2026 Completed: Jan 23, 2026 (8 days early)
📅
8.8 days Total Age
⏱️
8.7d in Scheduled Longest Stage
🔄
6 transitions Status Changes
⚠️
7.9d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
8 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 Jan 19, 2026
Visit 2 Jan 20, 2026
Visit 3 Jan 21, 2026
Visit 4 Jan 22, 2026
Visit 5 Jan 23, 2026

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00557920
New Training Request
Closed
1x for CBTs for HCP Pre-training ending 1/31/2026 Course: HCP Technician: Hector Castaneda Start Date: 2026-02-10 Mentor: Darek Kirkpatrick Notes: TR submitted based on PAF
Priority
High
Origin
Email
Reason
New Case
Contact
N/A
Owner
Shelby Robinson
Created
Jan 12, 2026
Work Orders from this Case (4)
WO-01337325 (current) Invoiced
Cross-Training • Hector Castaneda
Created: Jan 12, 2026 • Closed: Jan 23, 2026
WO-01337327 Canceled
Cross-Training • Hector Castaneda
Created: Jan 12, 2026 • Closed: Jan 23, 2026
WO-01337329 Invoiced
Cross-Training • Hector Castaneda
Created: Jan 12, 2026 • Closed: Feb 6, 2026
WO-01337330 Canceled
Cross-Training
Created: Jan 12, 2026
Completed with minor delays
Invoiced • 51 days old
🚨
Primary Delay 8.7 days stuck in "Scheduled"
⏱️
Total Delay 7.9 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
8.7d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.2d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
OJT
🔍 Technician Findings
OJT
⚠️ Problem Description
1x for CBTs for HCP Pre-training ending 1/31/2026 Course: HCP Technician: Hector Castaneda Start Date: 2026-02-10 Mentor: Darek Kirkpatrick Notes: TR submitted based on PAF Q: Service Type (pm, repair, other)?: Q: Make / Model?: Q: Service Performed?: Q: Mentor? :Darek Kirkpatrick

Timeline

📞
Case Linked Jan 12, 8:30 AM
Case Number: 00557920
Subject: New Training Request
Status: Closed
📋
▶
2 Work Order Created Jan 12, 12:52 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
👷
▶
3 Technician Assigned Jan 12, 1:37 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 44m, 0m
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-01-26T13:00:00.000+0000
⚠️ 6.0 business days
⏱️
▶
2 Labor Added Jan 20, 5:21 PM
Labor Added → Labor Added
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 8.25
⏳ 2.8 business days
⏱️
Labor Added Jan 22, 9:19 AM
Type: Labor
Status: Open
Qty: 7.5
⏱️
Labor Added Jan 22, 3:40 PM
Type: Labor
Status: Open
Qty: 9.6666666666667
⏳ 2.0 business days
⏱️
▶
2 Labor Added Jan 23, 4:47 PM
Labor Added → 2x Expenses Added
💵
2x Expenses Added
Type: Expenses
Status: Open
Qty: 1
💵
Expenses Added Jan 23, 4:53 PM
Type: Expenses
Status: Open
Qty: 1
✔️
▶
2 Status: Completed Jan 23, 5:16 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Hector Castaneda
From: Completed
To: Closed
Duration in Previous: 2m
📅
Dispatch Scheduled by Shawn Rogers Jan 23, 8:51 PM
Scheduled For: 2026-01-19T13:00:00.000+0000
⏳ 2.4 business days
📄
▶
3 Status: Ready to Bill Jan 27, 1:47 PM
Status: Ready to Bill → Status: Invoice Pending → Invoice Created
📨
Status: Invoice Pending by Diane Patton
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 2m, 0m
🧾
Invoice Created
Invoice Number: SM-252340

Bottlenecks

Scheduled
Duration: 8.7 business days (threshold: 2.0 business days)
Exceeded by 6.7 business days
Closed
Duration: 2.2 business days (threshold: 1.0 business days)
Exceeded by 1.2 business days

🔗 Related Artifacts

📞
Case 00557920
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Cross-Training
Branch
N/A
Technician
Hector Castaneda
Scheduled
Jan 19, 8:00 AM
Created
Jan 12, 12:52 PM
Invoice #
SM-252340

Work Details (8)

Name Type Status Qty Amount Date
WL-03072301 Labor Open 11.75 $0.00 Jan 20, 5:21 PM
WL-03072310 Labor Open 8.25 $0.00 Jan 20, 5:23 PM
WL-03074720 Labor Open 7.5 $0.00 Jan 22, 9:19 AM
WL-03075381 Labor Open 9.6666666666667 $0.00 Jan 22, 3:40 PM
WL-03077136 Labor Open 9.25 $0.00 Jan 23, 4:47 PM
WL-03077139 Expenses Open 1 $0.00 Jan 23, 4:49 PM
WL-03077140 Expenses Open 1 $0.00 Jan 23, 4:49 PM
WL-03077141 Expenses Open 1 $0.00 Jan 23, 4:53 PM

Details