Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01338577 ↗ ServiceMax

EMSAR HOUSE ACCOUNT • Cross-Training • PC

📍 Yves Dessin Trunk Stock — 1033 Benedictine ST NW, Palm Bay FL, 32907

Jan 20, 2026 → Jan 30, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Jan 31, 2026
✓ SLA Met
Active: 8 biz days
🕐 Clock stopped: Invoiced (Jan 30, 2026)
▶ Clock Running
Status: Created
Jan 20 → Jan 20, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ 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
8d
▶ Clock Running
Status: Scheduled
Jan 20 → Jan 30, 2026
8 business days (counted)
Running total: 8 of ? biz days used
▶ Clock Running
Status: Tech On Site
Jan 30 → Jan 30, 2026
0 business days (counted)
Running total: 8 of ? biz days used
▶ Clock Running
Status: Completed
Jan 30 → Jan 30, 2026
0 business days (counted)
Running total: 8 of ? biz days used
Created: Jan 20, 2026 Invoiced: Jan 30, 2026
Show SLA Clock Detail (6 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 30 Scheduled ▶ Running 8 8
Jan 30 → Jan 30 Tech On Site ▶ Running 0 8
Jan 30 → Jan 30 Completed ▶ Running 0 8
Dispatch 0.0d
Coordinators 9.0d
Field Work 0.0d
Incomplete 0.1d (excluded)
Billing 0.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
9.0 days
Over SLA
Field Work
0.0 days
Incomplete (excluded from total)
0.1 days
Billing
0.0 days
Created: Jan 20, 2026 Due: Jan 31, 2026 Completed: Jan 30, 2026 (1 days early)
📅
9.0 days Total Age
⏱️
8.7d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
7.9d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
10 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
👤 Self-scheduled by David Hernandez — scheduling delays attributed to technician, not coordinators
Visit 1 Jan 29, 2026
Visit 2 Jan 30, 2026

AI Analysis

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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 Invoiced
New Hire Training • David Hernandez
Created: Jan 20, 2026 • Closed: Jan 23, 2026
WO-01338577 (current) Invoiced
Cross-Training • David Hernandez
Created: Jan 20, 2026 • Closed: Jan 30, 2026
Completed with minor delays
Invoiced • 43 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
0.3d / 1.0d SLA
Scheduled
8.7d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
3.2d / 1.0d SLA
Incomplete
0.1d
Ready to Bill
0.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
1x 1st week OJT on: Beds w/Yves Dessin Week ending: 1/31/2026
🔍 Technician Findings
1x 1st week OJT on: Beds w/Yves Dessin Week ending: 1/31/2026
⚠️ Problem Description
1x 1st week OJT on: Beds w/Yves Dessin Week ending: 1/31/2026 Technician: David Hernandez Q: Service Type (pm, repair, other)?: Q: Make / Model?: Q: Service Performed?: Q: Mentor?:

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, 11:21 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 1m
👷
▶
3 Technician Assigned Jan 20, 1:36 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Abby Jinerson
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 2h 13m, 0m
📅
Dispatch Scheduled by Abby Jinerson
Scheduled For: 2026-01-20T14:00:00.000+0000
📅
Dispatch Scheduled by Matthew Bateman Jan 20, 2:26 PM
Scheduled For: 2026-01-19T14:00:00.000+0000
⚠️ 8.0 business days
⏱️
2x Labor Added Jan 29, 3:45 PM
Type: Labor
Status: Open
Qty: 1, 8
⏳ 2.0 business days
⏱️
4x Labor Added Jan 30, 4:57 PM
Type: Labor
Status: Open
Qty: 0.5, 8
🔧
▶
2 Status: Tech On Site Jan 30, 5:13 PM
Status: Tech On Site → Status: Closed
🏁
Status: Closed by David Hernandez
From: Completed
To: Closed
Duration in Previous: 0m
⏳ 1.8 business days
⚠️
Status: Incomplete by Matthew Bateman Feb 2, 8:50 AM
From: Closed
To: Incomplete
Duration in Previous: 2d 15h
🚗
▶
2 4x Travel Added Feb 2, 9:48 AM
4x Travel Added → Status: Closed
🏁
Status: Closed by Matthew Bateman
From: Incomplete
To: Closed
Duration in Previous: 59m
⏳ 2.0 business days
📄
▶
3 Status: Ready to Bill Feb 3, 12:28 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: 1m, 0m
🧾
Invoice Created
Invoice Number: SM-252899

Bottlenecks

Scheduled
Duration: 8.7 business days (threshold: 2.0 business days)
Exceeded by 6.7 business days
Closed
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.7 business hours
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00560219
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Cross-Training
Branch
N/A
Technician
David Hernandez
Scheduled
Jan 19, 9:00 AM
Created
Jan 20, 11:21 AM
Invoice #
SM-252899

Work Details (10)

Name Type Status Qty Amount Date
WL-03083633 Labor Open 1 $0.00 Jan 29, 3:45 PM
WL-03083634 Labor Open 8 $0.00 Jan 29, 3:45 PM
WL-03085659 Labor Open 0.5 $0.00 Jan 30, 4:57 PM
WL-03085660 Labor Open 0.5 $0.00 Jan 30, 4:57 PM
WL-03085661 Labor Open 8 $0.00 Jan 30, 4:57 PM
WL-03085662 Labor Open 0.5 $0.00 Jan 30, 4:57 PM
WL-03087662 Travel Open 16 $0.00 Feb 2, 9:48 AM
WL-03087663 Travel Open 16 $0.00 Feb 2, 9:48 AM
WL-03087664 Travel Open 16 $0.00 Feb 2, 9:48 AM
WL-03087665 Travel Open 16 $0.00 Feb 2, 9:48 AM

Details