Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01338539 ↗ ServiceMax

EMSAR HOUSE ACCOUNT • New Hire Training • PC

📍 David Hernandez Trunk Stock — 6202 Oakbrook Lane, Chester VA, 23831

Jan 20, 2026 → Jan 23, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Jan 24, 2026
✓ SLA Met
Active: 3 biz days
🕐 Clock stopped: Completed (Jan 23, 2026)
▶ Clock Running
Status: Created
Jan 20 → Jan 20, 2026
0 business days (counted)
Running total: 0 of ? biz days used
0d
▶ Clock Running
Status: Ready for Scheduling
Jan 20 → Jan 20, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Jan 20 → Jan 20, 2026
0 business days (counted)
Running total: 0 of ? biz days used
3d
▶ Clock Running
Status: Scheduled
Jan 20 → Jan 23, 2026
3 business days (counted)
Running total: 3 of ? biz days used
Created: Jan 20, 2026 Completed: Jan 23, 2026
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Jan 20 → Jan 20 Created ▶ Running 0 0
Jan 20 → Jan 20 Ready for Scheduling ▶ Running 0 0
Jan 20 → Jan 20 Assigned ▶ Running 0 0
Jan 20 → Jan 23 Scheduled ▶ Running 3 3
Dispatch 0.0d
Coordinators 4.2d
Field Work 0.0d
Billing 0.1d
✓ SLA Met
Dispatch
0.0 days
Coordinators
4.2 days
Over SLA
Field Work
0.0 days
Billing
0.1 days
Created: Jan 20, 2026 Due: Jan 24, 2026 Completed: Jan 23, 2026 (1 days early)
📅
4.0 days Total Age
⏱️
3.2d in Scheduled Longest Stage
🔄
6 transitions Status Changes
⚠️
1.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 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 #00560219
1/20 chat'd Bateman for mentor (other WO has been created)
Closed
1x 1st week OJT on: Beds w/ TBD Week ending: 1/31/2026 Technician: David Hernandez 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 19, 2026
Work Orders from this Case (2)
WO-01338539 (current) Invoiced
New Hire Training • David Hernandez
Created: Jan 20, 2026 • Closed: Jan 23, 2026
WO-01338577 Invoiced
Cross-Training • David Hernandez
Created: Jan 20, 2026 • Closed: Jan 30, 2026
Completed with minor delays
Invoiced • 43 days old
🚨
Primary Delay 3.2 days stuck in "Scheduled"
⏱️
Total Delay 1.6 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
1.0d / 1.0d SLA
Scheduled
3.2d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.4d / 1.0d SLA
Ready to Bill
0.1d / 1.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
1x Impact/Onboarding Week 1/19/2026 - 1/24/2026
🔍 Technician Findings
1x Impact/Onboarding Week 1/19/2026 - 1/24/2026
⚠️ Problem Description
1x Impact/Onboarding Week 1/19/2026 - 1/24/2026

Timeline

📞
Case Linked Jan 19, 2:01 PM
Case Number: 00560219
Subject: 1/20 chat'd Bateman for mentor (other WO has been created)
Status: Closed
📋
▶
2 Work Order Created Jan 20, 9:09 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 Status: Assigned Jan 20, 4:59 PM
Status: Assigned → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Melissa Owens
Technician: David Hernandez
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2026-01-19T13:00:00.000+0000
⏳ 3.9 business days
⏱️
▶
3 5x Labor Added Jan 23, 3:52 PM
5x Labor Added → Status: Completed → Status: Closed
✔️
Status: Completed by David Hernandez
From: Scheduled
To: Completed
Duration in Previous: 2d 22h
🏁
Status: Closed by David Hernandez
From: Completed
To: Closed
Duration in Previous: 1m
⏳ 2.0 business days
📄
Status: Ready to Bill by Diane Patton Jan 26, 1:38 PM
From: Closed
To: Ready to Bill
Duration in Previous: 2d 21h
📨
▶
2 Status: Invoice Pending Jan 26, 2:32 PM
Status: Invoice Pending → Invoice Created
🧾
Invoice Created
Invoice Number: SM-252246

Bottlenecks

Scheduled
Duration: 3.2 business days (threshold: 2.0 business days)
Exceeded by 1.2 business days
Closed
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.1 business hours

🔗 Related Artifacts

📞
Case 00560219
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
New Hire Training
Branch
N/A
Technician
David Hernandez
Scheduled
Jan 19, 8:00 AM
Created
Jan 20, 9:09 AM
Invoice #
SM-252246

Work Details (5)

Name Type Status Qty Amount Date
WL-03077012 Labor Open 8 $0.00 Jan 23, 3:52 PM
WL-03077013 Labor Open 8 $0.00 Jan 23, 3:52 PM
WL-03077014 Labor Open 8 $0.00 Jan 23, 3:52 PM
WL-03077015 Labor Open 8 $0.00 Jan 23, 3:52 PM
WL-03077016 Labor Open 8 $0.00 Jan 23, 3:52 PM

Details