Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01337961 ↗ ServiceMax

EMSAR HOUSE ACCOUNT • Cross-Training • PC

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

Jan 14, 2026 → Jan 30, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Jan 23, 2026
✗ SLA Missed (5 biz days late)
Active: 11 biz days
🕐 Clock stopped: Completed (Jan 30, 2026)
▶ Clock Running
Status: Created
Jan 14 → Jan 14, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 14 → Jan 15, 2026
1 business day (counted)
Running total: 1 of ? biz days used
▶ Clock Running
Status: Assigned
Jan 15 → Jan 15, 2026
0 business days (counted)
Running total: 1 of ? biz days used
2d
▶ Clock Running
Status: Scheduled
Jan 15 → Jan 20, 2026
2 business days (counted)
Running total: 3 of ? biz days used
3d
▶ Clock Running
Status: Tech On Site
Jan 20 → Jan 24, 2026
3 business days (counted)
Running total: 6 of ? biz days used
2d
▶ Clock Running
Status: Scheduled
Jan 24 → Jan 27, 2026
2 business days (counted)
Running total: 8 of ? biz days used
3d
▶ Clock Running
Status: Tech On Site
Jan 27 → Jan 30, 2026
3 business days (counted)
Running total: 11 of ? biz days used
Created: Jan 14, 2026 Completed: Jan 30, 2026
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Jan 14 → Jan 14 Created ▶ Running 0 0
Jan 14 → Jan 15 Ready for Scheduling ▶ Running 1 1
Jan 15 → Jan 15 Assigned ▶ Running 0 1
Jan 15 → Jan 20 Scheduled ▶ Running 2 3
Jan 20 → Jan 24 Tech On Site ▶ Running 3 6
Jan 24 → Jan 27 Scheduled ▶ Running 2 8
Jan 27 → Jan 30 Tech On Site ▶ Running 3 11
Dispatch 0.0d
Coordinators 6.1d
Field Work 6.7d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
6.1 days
Over SLA
Field Work
6.7 days
Over SLA
Created: Jan 14, 2026 Due: Jan 23, 2026 Completed: Jan 30, 2026 (6 days late)
📅
11.2 days Total Age
⏱️
3.5d in Tech On Site Longest Stage
🔄
7 transitions Status Changes
⚠️
6.2d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
16 lines Work Details
🚩
4 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
4 On-Site Visits
4 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Hector Castaneda — scheduling delays attributed to technician, not coordinators
Visit 1 Jan 27, 2026
Visit 2 Jan 28, 2026
Visit 3 Jan 29, 2026
Visit 4 Jan 30, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00559084
New Training WO needed
Closed
OJT for ector Castaneda next week with Darek Kirkpatrick. (1/19-1/23) Q: Service Type (pm, repair, other)?: Q: Make / Model?: Q: Service Performed?: Q: Mentor?:"
Priority
Standard
Origin
Email
Reason
New Case
Contact
N/A
Owner
Kimberly Hardison
Created
Jan 14, 2026
Work Orders from this Case (1)
WO-01337961 (current) Invoiced
Cross-Training • Hector Castaneda
Created: Jan 14, 2026 • Closed: Jan 30, 2026
Completed with minor delays
Invoiced • 49 days old
🚨
Primary Delay 3.5 days stuck in "Tech On Site"
⏱️
Total Delay 6.2 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
1.2d / 1.0d SLA
Scheduled
4.9d / 2.0d SLA
Tech On Site
6.7d / 1.0d SLA
Closed
1.3d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1/23 SRogers: FSE accidentally used incorrect OJT WO for this week. Will request Due date to be updated and will reschedule for next week.

🔧 Work Performed
1/27/2026 - OJT - Traveled from Buffalo to Syracuse. 1/28/2026 - OJT SYRACUSE. 1/29/2026 - OJT SYRACUSE 1/30/2026 - OJT SYRACUSE, TRAVEL HOME TO BUFFALO, EMSARU COURSES. STARTED MIDMARK COURSE TRAINING ONLINE.
⚠️ Problem Description
OJT for ector Castaneda next week with Darek Kirkpatrick. (1/19-1/23) Q: Service Type (pm, repair, other)?: Q: Make / Model?: Q: Service Performed?: Q: Mentor?:"

Timeline

📞
Case Linked Jan 14, 2:31 PM
Case Number: 00559084
Subject: New Training WO needed
Status: Closed
📋
▶
2 Work Order Created Jan 14, 5:09 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
👷
▶
3 Technician Assigned Jan 15, 11:41 AM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 18h 31m, 0m
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-01-19T13:00:00.000+0000
💵
2x Expenses Added Jan 16, 8:32 AM
Type: Expenses
Status: Open
Qty: 1
⏳ 2.0 business days
🔧
Status: Tech On Site by Hector Castaneda Jan 20, 5:11 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 5h
💵
Expenses Added Jan 21, 2:30 PM
Type: Expenses
Status: Open
Qty: 1
⏳ 3.0 business days
🗓️
▶
2 Status: Scheduled Jan 23, 8:55 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Shawn Rogers
Scheduled For: 2026-01-26T13:00:00.000+0000
⏳ 1.4 business days
💵
2x Expenses Added Jan 26, 2:03 PM
Type: Expenses
Status: Open
Qty: 1
⏳ 2.0 business days
🔧
Status: Tech On Site by Hector Castaneda Jan 27, 3:16 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 3d 18h
⏱️
2x Labor Added Jan 27, 3:34 PM
Type: Labor, Expenses
Status: Open
Qty: 6.75, 1
⏳ 2.0 business days
⏱️
Labor Added Jan 28, 5:32 PM
Type: Labor
Status: Open
Qty: 8
💵
2x Expenses Added Jan 28, 6:21 PM
Type: Expenses
Status: Open
Qty: 1
⏱️
▶
2 2x Labor Added Jan 29, 3:56 PM
2x Labor Added → Expenses Added
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
💵
2x Expenses Added Jan 30, 3:07 PM
Type: Expenses
Status: Open
Qty: 1
⏱️
▶
2 Labor Added Jan 30, 4:20 PM
Labor Added → Status: Completed
✔️
Status: Completed by Hector Castaneda
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 3d 1h, 0m
⏳ 2.0 business days
📄
Status: Ready to Bill by Diane Patton Feb 2, 10:37 AM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 2d 18h, 0m
🚨 10.0 business days
🧾
Invoice Created Feb 16, 8:58 AM
Invoice Number: SM-252783

Bottlenecks

Ready for Scheduling
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.8 business hours
Scheduled
Duration: 2.9 business days (threshold: 2.0 business days)
Exceeded by 7.3 business hours
Tech On Site
Duration: 3.2 business days (threshold: 1.0 business days)
Exceeded by 2.2 business days
Tech On Site
Duration: 3.5 business days (threshold: 1.0 business days)
Exceeded by 2.5 business days
Closed
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.6 business hours

🔗 Related Artifacts

📞
Case 00559084
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Cross-Training
Branch
N/A
Technician
Hector Castaneda
Scheduled
Jan 26, 8:00 AM
Created
Jan 14, 5:09 PM
Invoice #
SM-252783

Work Details (16)

Name Type Status Qty Amount Date
WL-03067587 Expenses Open 1 $0.00 Jan 16, 8:32 AM
WL-03067588 Expenses Open 1 $0.00 Jan 16, 8:32 AM
WL-03073518 Expenses Open 1 $0.00 Jan 21, 2:30 PM
WL-03079128 Expenses Open 1 $0.00 Jan 26, 2:03 PM
WL-03079129 Expenses Open 1 $0.00 Jan 26, 2:03 PM
WL-03080240 Labor Open 6.75 $0.00 Jan 27, 3:34 PM
WL-03080241 Expenses Open 1 $0.00 Jan 27, 3:34 PM
WL-03082272 Labor Open 8 $0.00 Jan 28, 5:32 PM
WL-03082337 Expenses Open 1 $0.00 Jan 28, 6:21 PM
WL-03082338 Expenses Open 1 $0.00 Jan 28, 6:21 PM
WL-03083675 Labor Open 9 $0.00 Jan 29, 3:56 PM
WL-03083679 Expenses Open 1 $0.00 Jan 29, 3:56 PM
WL-03083680 Expenses Open 1 $0.00 Jan 29, 3:57 PM
WL-03085378 Expenses Open 1 $0.00 Jan 30, 3:07 PM
WL-03085379 Expenses Open 1 $0.00 Jan 30, 3:07 PM
WL-03085532 Labor Open 8.5 $0.00 Jan 30, 4:20 PM

Details