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WO-01338078 ↗ ServiceMax

Direct Fairways • Installation • PC

📍 Legend Oaks Golf and Tennis Club — 118 Legend Oaks Way, Summerville SC, 29485

Jan 15, 2026 → Feb 27, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Feb 27, 2026
✗ SLA Missed
Active: 28 biz days
Paused: 1 biz days
🕐 Clock stopped: Completed (Feb 28, 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
3d
▶ Clock Running
Status: Ready for Scheduling
Feb 19 → Feb 24, 2026
3 business days (counted)
Running total: 25 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 24 → Feb 24, 2026
0 business days (counted)
Running total: 25 of ? biz days used
▶ Clock Running
Status: Scheduled
Feb 24 → Feb 27, 2026
3 business days (counted)
Running total: 28 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 27 → Feb 28, 2026
0 business days (counted)
Running total: 28 of ? biz days used
Created: Jan 15, 2026 Completed: Feb 28, 2026
Show SLA Clock Detail (11 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 24 Ready for Scheduling ▶ Running 3 25
Feb 24 → Feb 24 Assigned ▶ Running 0 25
Feb 24 → Feb 27 Scheduled ▶ Running 3 28
Feb 27 → Feb 28 Tech On Site ▶ Running 0 28
Dispatch 0.4d
Material Management 1.4d
Coordinators 31.0d
Field Work 1.0d
Billing 0.0d
✗ SLA Missed
Dispatch
0.4 days
Material Management
1.4 days
Coordinators
31.0 days
Over SLA
Field Work
1.0 days
Billing
0.0 days
Created: Jan 15, 2026 Due: Feb 27, 2026 Completed: Feb 28, 2026 (on time)
📅
29.7 days Total Age
⏱️
18.9d in Assigned Longest Stage
🔄
15 transitions Status Changes
⚠️
26.5d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
7 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00558174
Legend Oaks Golf and Tennis Club. Waiting for active SMC.
Closed
Exact Kiosk Location: Near Beverage Coolers Power Available? Yes Network Type: Wi-Fi Network Type: Wi-Fi Password: Get from Desmond Bring ethernet cable just in case Requested Install Date: Weekday Preferred Time Window: 8 AM-4PM
Priority
Standard
Origin
Email
Reason
New Case
Contact
Desmond Garner
Owner
Kimberly Hardison
Created
Jan 12, 2026
Work Orders from this Case (1)
WO-01338078 (current) Invoiced
Installation • Joe Evans
Created: Jan 15, 2026 • Closed: Feb 27, 2026
Completed with significant delays
Invoiced • 48 days old
🚨
Primary Delay 18.9 days stuck in "Assigned"
⏱️
Total Delay 26.5 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
8.7d / 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
3.5d / 2.0d SLA
Tech On Site
1.0d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
0.3d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/24/26 AJinerson - Called Desmond's work number 843-501-2019. Confirmed scheduling tech visit for Friday, 2/27 with eta between 9am-11am. 

POC onsite: Desmond Garner

843-501-2019

Arrival Instructions: 

Tech can park by curb in front of clubhouse for easy access to club house for install service. 


2/24/26 AJinerson - Called Desmond Garner at 252-367-1501 (number listed on WO) to schedule service. Per Desmond's VM, if this is in relation to Legend Oaks Golf, please call this number instead: 

843-501-2019


BC 2/24: This will ship UPS next day

🔧 Work Performed
Setup and installed kiosk. Confirmed connectivity with Tech Support
🔍 Technician Findings
Unit arrived at location undamaged
⚠️ Problem Description
Exact Kiosk Location: Near Beverage Coolers Power Available? Yes Network Type: Wi-Fi Network Type: Wi-Fi Password: Get from Desmond Bring ethernet cable just in case Requested Install Date: Weekday Preferred Time Window: 8 AM-4PM
📄 Description
Direct Fairways 43" Vertical Kiosk (First Lot)

Timeline

📞
Case Linked Jan 12, 2:39 PM
Case Number: 00558174
Subject: Legend Oaks Golf and Tennis Club. Waiting for active SMC.
Status: Closed
⏳ 4.0 business days
📋
▶
2 Work Order Created Jan 15, 1:36 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: 26m
📦
▶
2 Parts Requested Feb 18, 4:12 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Joseph Whalen
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 23m
🏭
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, 11:10 AM
From: Production
To: Ready for Scheduling
Duration in Previous: 2h 46m
⏳ 4.0 business days
👷
▶
2 Technician Assigned Feb 24, 2:58 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Abby Jinerson
From: Ready for Scheduling
To: Assigned
Duration in Previous: 5d 3h
📅
▶
2 Dispatch Scheduled Feb 24, 3:08 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Abby Jinerson
From: Assigned
To: Scheduled
Duration in Previous: 10m
🔩
2x Parts Added Feb 24, 3:13 PM
Type: Parts, Expenses
Status: Open
Qty: 1
⏳ 4.0 business days
🔧
Status: Tech On Site by Joe Evans Feb 27, 9:55 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 18h
⏱️
▶
2 3x Labor Added Feb 27, 10:11 AM
3x Labor Added → 2x Travel Added
🚗
2x Travel Added
Type: Travel
Status: Open
Qty: 218
✔️
Status: Completed by Joe Evans Feb 27, 10:34 PM
From: Tech On Site
To: Completed
Duration in Previous: 12h 39m
🏁
Status: Closed by Joe Evans Feb 27, 10:52 PM
From: Completed
To: Closed
Duration in Previous: 17m
⏳ 0.1 business days
📄
▶
4 Status: Ready to Bill Mar 1, 9:41 PM
Status: Ready to Bill → Status: Invoice Pending → Status: Invoiced → Invoice Created
📨
Status: Invoice Pending by Hannah Shaw
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 1m
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
🧾
Invoice Created
Invoice Number: SM-255292

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: 4.0 business days (threshold: 1.0 business days)
Exceeded by 3.0 business days
Scheduled
Duration: 3.5 business days (threshold: 2.0 business days)
Exceeded by 1.5 business days

🔗 Related Artifacts

📞
Case 00558174
Closed
📦
Parts Order 00090653
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Installation
Branch
N/A
Technician
Joe Evans
Scheduled
Feb 27, 9:00 AM
Created
Jan 15, 1:36 PM
Invoice #
SM-255292

Work Details (7)

Name Type Status Qty Amount Date
WL-03118023 Parts Open 1 $0.00 Feb 24, 3:13 PM
WL-03118024 Expenses Open 1 $467.17 Feb 24, 3:13 PM
WL-03122843 Labor Open 3.9166666666667 $0.00 Feb 27, 10:11 AM
WL-03122844 Labor Open 2 $238.00 Feb 27, 10:11 AM
WL-03122845 Labor Open 4 $0.00 Feb 27, 10:11 AM
WL-03122849 Travel Open 218 $146.06 Feb 27, 10:14 AM
WL-03122850 Travel Open 218 $0.00 Feb 27, 10:14 AM

Details