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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01338075 ↗ ServiceMax

Direct Fairways • Installation • PC

📍 Kettle Moraine Golf Club — W 365 S, Dousman WI, 53118

Jan 15, 2026 → Feb 26, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Feb 27, 2026
✓ SLA Met (1 biz days early)
Active: 27 biz days
Paused: 1 biz days
🕐 Clock stopped: Completed (Feb 26, 2026)
🏭 Customer Supplied Parts (1)
▶ Clock Running
Status: Created
Jan 15 → Jan 15, 2026
0 business days (counted)
Running total: 0 of ? biz days used
4d
▶ Clock Running
Status: Ready for Scheduling
Jan 15 → Jan 22, 2026
4 business days (counted)
Running total: 4 of ? biz days used
18d
▶ Clock Running
Status: Assigned
Jan 22 → Feb 18, 2026
18 business days (counted)
Running total: 22 of ? biz days used
⏸ Clock Paused
Status: Awaiting Parts
Feb 18 → Feb 18, 2026
0 business days (not counted)
▶ Clock Running
Status: L2 Screening
Feb 18 → Feb 18, 2026
0 business days (counted)
Running total: 22 of ? biz days used
⏸ Clock Paused
Status: Awaiting Parts
Feb 18 → Feb 19, 2026
1 business day (not counted)
▶ Clock Running
Status: Production
Feb 19 → Feb 19, 2026
0 business days (counted)
Running total: 22 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 19 → Feb 20, 2026
1 business day (counted)
Running total: 23 of ? biz days used
▶ Clock Running
Status: Entered
Feb 20 → Feb 20, 2026
0 business days (counted)
Running total: 23 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 20 → Feb 20, 2026
0 business days (counted)
Running total: 23 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 20 → Feb 20, 2026
0 business days (counted)
Running total: 23 of ? biz days used
4d
▶ Clock Running
Status: Scheduled
Feb 20 → Feb 26, 2026
4 business days (counted)
Running total: 27 of ? biz days used
▶ Clock Running
Status: Reschedule
Feb 26 → Feb 26, 2026
0 business days (counted)
Running total: 27 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 26 → Feb 26, 2026
0 business days (counted)
Running total: 27 of ? biz days used
▶ Clock Running
Status: Scheduled
Feb 26 → Feb 26, 2026
0 business days (counted)
Running total: 27 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 26 → Feb 26, 2026
0 business days (counted)
Running total: 27 of ? biz days used
▶ Clock Running
Status: Scheduled
Feb 26 → Feb 26, 2026
0 business days (counted)
Running total: 27 of ? biz days used
Created: Jan 15, 2026 Completed: Feb 26, 2026
Show SLA Clock Detail (17 periods)
Period Status Clock Biz Days Running Total
Jan 15 → Jan 15 Created ▶ Running 0 0
Jan 15 → Jan 22 Ready for Scheduling ▶ Running 4 4
Jan 22 → Feb 18 Assigned ▶ Running 18 22
Feb 18 → Feb 18 Awaiting Parts ⏸ Paused 0 —
Feb 18 → Feb 18 L2 Screening ▶ Running 0 22
Feb 18 → Feb 19 Awaiting Parts ⏸ Paused 1 —
Feb 19 → Feb 19 Production ▶ Running 0 22
Feb 19 → Feb 20 Ready for Scheduling ▶ Running 1 23
Feb 20 → Feb 20 Entered ▶ Running 0 23
Feb 20 → Feb 20 Ready for Scheduling ▶ Running 0 23
Feb 20 → Feb 20 Assigned ▶ Running 0 23
Feb 20 → Feb 26 Scheduled ▶ Running 4 27
Feb 26 → Feb 26 Reschedule ▶ Running 0 27
Feb 26 → Feb 26 Tech On Site ▶ Running 0 27
Feb 26 → Feb 26 Scheduled ▶ Running 0 27
Feb 26 → Feb 26 Tech On Site ▶ Running 0 27
Feb 26 → Feb 26 Scheduled ▶ Running 0 27
Dispatch 0.4d
Material Management 1.4d
Coordinators 30.2d
Field Work 0.2d
Billing 1.4d
✓ SLA Met
Dispatch
0.4 days
Material Management
1.4 days
Coordinators
30.2 days
Over SLA
Field Work
0.2 days
Billing
1.4 days
Over SLA
Created: Jan 15, 2026 Due: Feb 27, 2026 Completed: Feb 26, 2026 (1 days early)
📅
28.7 days Total Age
⏱️
18.9d in Assigned Longest Stage
🔄
21 transitions Status Changes
⚠️
27.1d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
7 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits (1 reschedule)
2 on-site visits — follow-up trip required
👤 Self-scheduled by Ronnie Salone — scheduling delays attributed to technician, not coordinators
Visit 1 Feb 26, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00558169
Kettle Moraine Golf Club - Kiosk Request. Waiting for active SMC
Closed
Requested Install Date: Weekday Exact Kiosk Location: Pro Shop - Want to see size and will determine Preferred Time Window: 9 AM-2PM Is the site prepared (power + network accessible)? Yes Will Hexnode be used on this device? Yes Bring ethernet cable just in case If Wi-Fi: SSID: Get from Rick Password: Get From Rick Bring ethernet cable just in case SHIPPING & EQUIPMENT HANDLING Is a freight quote needed before shipment? Yes
Priority
Standard
Origin
Email
Reason
New Case
Contact
Rick Callies
Owner
Kimberly Hardison
Created
Jan 12, 2026
Work Orders from this Case (1)
WO-01338075 (current) Invoiced
Installation • Ronnie Salone
Created: Jan 15, 2026 • Closed: Feb 26, 2026
Completed with significant delays
Invoiced • 48 days old
🚨
Primary Delay 18.9 days stuck in "Assigned"
⏱️
Total Delay 27.1 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
6.7d / 1.0d SLA
Assigned
18.9d / 0.5d SLA
Awaiting Parts
1.4d / 3.0d SLA
L2 Screening
0.0d / 1.0d SLA
Production
0.3d / 2.0d SLA
Scheduled
4.6d / 2.0d SLA
Reschedule
0.0d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Completed
0.1d / 1.0d SLA
Closed
2.2d / 1.0d SLA
Ready to Bill
1.3d / 1.0d SLA
Invoice Pending
0.1d / 2.0d SLA
Billing Review
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

BC 2/24: This will ship UPS next day


2/20/2026 CRamen spoke with Rick and scheduled for Thursday 2/26/2026 with tech arrival around 9am


2/19/2026 CRamen RSalone to do EU coarse tonight so he gan gain skillset to schedule. Informed RBerry/DCarvalho


2/19/26 RBerry- Sen teams message to David CarvalhoLawrence Yoder Chuck received a Direct Fairways install that should deliver next Wednesday. We need to try to get this scheduled for next Thursday or Friday. My understand was that Ronnie Salone is taking this WO. I don't see that Ronnie has the skillset yet. Has he completed the EMSAR U course? 


BC 2/19: This will ship UPS Ground



1/21/2026 CRamen @[Nicole Floyd]​ hello Nicole. Do you have any idea whern the delivery date is so I can assign and schedule with the POC? He has no idea whats going on with this.


1/20/2026 CRamen delivery is for 1/29. Per LYoder to hold off till we determine who will be covering the area at that time.

🔧 Work Performed
2/26/26 Traveled to site Found unit already assembled Completed installation according to protocol Loaded network details Worked with Tristan to configure unit remotely. Tested unit connectivity Rick was contacted by phone, he was not onsite, he will meet later with Tristan to review kiosk operations. Tristan was on call with Rick as well. Completed paperwork Closed WO
🔍 Technician Findings
Unit needed to be installed Serial number- HWST43FAD20241025003
⚠️ Problem Description
Requested Install Date: Weekday Exact Kiosk Location: Pro Shop - Want to see size and will determine Preferred Time Window: 9 AM-2PM Is the site prepared (power + network accessible)? Yes Will Hexnode be used on this device? Yes Bring ethernet cable just in case If Wi-Fi: SSID: Get from Rick Password: Get From Rick Bring ethernet cable just in case
📄 Description
Direct Fairways 43" Vertical Kiosk (First Lot)

Timeline

📞
Case Linked Jan 12, 2:28 PM
Case Number: 00558169
Subject: Kettle Moraine Golf Club - Kiosk Request. Waiting for active SMC
Status: Closed
⏳ 4.0 business days
📋
▶
2 Work Order Created Jan 15, 1:32 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
⚠️ 5.0 business days
👷
▶
2 Technician Assigned Jan 22, 12:05 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Stephanie Ramen
From: Ready for Scheduling
To: Assigned
Duration in Previous: 6d 22h
🚨 19.0 business days
📦
Status: Awaiting Parts by Nicole Floyd Feb 18, 3:22 PM
From: Assigned
To: Awaiting Parts
Duration in Previous: 27d 3h
🔍
Status: L2 Screening by Nicole Floyd Feb 18, 3:49 PM
From: Awaiting Parts
To: L2 Screening
Duration in Previous: 27m
📦
▶
2 Parts Requested Feb 18, 4:11 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Joseph Whalen
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 22m
🏭
Status: Production by Brendan Chaney Feb 19, 8:23 AM
From: Awaiting Parts
To: Production
Duration in Previous: 16h 11m
📅
Status: Ready for Scheduling by Bryan Allphin Feb 19, 10:57 AM
From: Production
To: Ready for Scheduling
Duration in Previous: 2h 34m
⏳ 2.0 business days
🆕
▶
3 Status: Entered Feb 20, 2:40 PM
Status: Entered → Status: Assigned → Technician Assigned
👷
Status: Assigned by Charles Ramen
From: Ready for Scheduling
To: Assigned
Duration in Previous: 4m
👷
Technician Assigned by Charles Ramen
Technician: a0hF00000048VleIAE, Ronnie Salone
📅
▶
2 Dispatch Scheduled Feb 20, 2:49 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Charles Ramen
From: Assigned
To: Scheduled
Duration in Previous: 4m
⏳ 3.0 business days
🔩
2x Parts Added Feb 24, 3:16 PM
Type: Parts, Expenses
Status: Open
Qty: 1
💵
2x Expenses Added Feb 25, 8:38 AM
Type: Expenses
Status: Open
Qty: 1
⏳ 2.0 business days
⏱️
2x Labor Added Feb 26, 9:14 AM
Type: Labor, Travel
Status: Open
Qty: 0.25
🔄
Status: Reschedule by Ronnie Salone Feb 26, 9:21 AM
From: Scheduled
To: Reschedule
Duration in Previous: 5d 18h
🔧
Status: Tech On Site by Ronnie Salone Feb 26, 9:30 AM
From: Reschedule
To: Tech On Site
Duration in Previous: 8m
🗓️
▶
2 Status: Scheduled Feb 26, 9:56 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2026-02-26T14:00:00.000+0000, 2026-02-26T14:30:00.000+0000
🔧
Status: Tech On Site by Ronnie Salone Feb 26, 10:41 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 44m
📅
▶
4 Dispatch Scheduled Feb 26, 11:16 AM
Dispatch Scheduled → Status: Scheduled → Labor Added → Status: Completed
🗓️
Status: Scheduled by Ronnie Salone
From: Tech On Site
To: Scheduled
Duration in Previous: 35m
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 1.25
✔️
Status: Completed by Ronnie Salone
From: Scheduled
To: Completed
Duration in Previous: 2m
🏁
Status: Closed by Ronnie Salone Feb 26, 11:50 AM
From: Completed
To: Closed
Duration in Previous: 30m
⏳ 2.0 business days
📄
Status: Ready to Bill by Hannah Shaw Mar 1, 9:48 PM
From: Closed
To: Ready to Bill
Duration in Previous: 3d 9h
📨
Status: Invoice Pending by Hannah Shaw Mar 2, 9:38 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 23h 50m
💵
▶
3 Status: Billing Review Mar 2, 10:14 PM
Status: Billing Review → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Hannah Shaw
From: Billing Review
To: Invoiced
Duration in Previous: 3m
🧾
Invoice Created
Invoice Number: SM-255403

Bottlenecks

Ready for Scheduling
Duration: 4.7 business days (threshold: 1.0 business days)
Exceeded by 3.7 business days
Assigned
Duration: 18.9 business days (threshold: 4.0 business hours)
Exceeded by 18.4 business days
Ready for Scheduling
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Scheduled
Duration: 4.5 business days (threshold: 2.0 business days)
Exceeded by 2.5 business days
Closed
Duration: 2.2 business days (threshold: 1.0 business days)
Exceeded by 1.2 business days
Ready to Bill
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.6 business hours

🔗 Related Artifacts

📞
Case 00558169
Closed
📦
Parts Order 00090652
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Installation
Branch
N/A
Technician
Ronnie Salone
Scheduled
Feb 26, 10:00 AM
Created
Jan 15, 1:32 PM
Invoice #
SM-255403

Work Details (7)

Name Type Status Qty Amount Date
WL-03118030 Parts Open 1 $0.00 Feb 24, 3:16 PM
WL-03118031 Expenses Open 1 $470.06 Feb 24, 3:16 PM
WL-03119055 Expenses Open 1 $0.00 Feb 25, 8:38 AM
WL-03119056 Expenses Open 1 $0.00 Feb 25, 8:38 AM
WL-03120867 Labor Open 0.25 $0.00 Feb 26, 9:14 AM
WL-03120868 Travel Open 5 $110.00 Feb 26, 9:14 AM
WL-03121084 Labor Open 1.25 $148.75 Feb 26, 11:18 AM

Details