Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01349388 ↗ ServiceMax

MIDMARK • Cross-Training • PC

📍 Brandon Rodriguez Trunk Stock — 1350 N. Grant St Apt 715, Denver CO, 80203

Feb 3, 2026 → Feb 15, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Feb 14, 2026
✗ SLA Missed
Active: 8 biz days
🕐 Clock stopped: Tech Off Site (Feb 15, 2026)
▶ Clock Running
Status: Created
Feb 3 → Feb 3, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 3 → Feb 3, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 3 → Feb 3, 2026
0 business days (counted)
Running total: 0 of ? biz days used
8d
▶ Clock Running
Status: Scheduled
Feb 3 → Feb 15, 2026
8 business days (counted)
Running total: 8 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 15 → Feb 15, 2026
0 business days (counted)
Running total: 8 of ? biz days used
Created: Feb 3, 2026 Tech Off Site: Feb 15, 2026
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Feb 3 → Feb 3 Created ▶ Running 0 0
Feb 3 → Feb 3 Ready for Scheduling ▶ Running 0 0
Feb 3 → Feb 3 Assigned ▶ Running 0 0
Feb 3 → Feb 15 Scheduled ▶ Running 8 8
Feb 15 → Feb 15 Tech On Site ▶ Running 0 8
Dispatch 0.0d
Coordinators 8.6d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
8.6 days
Over SLA
Created: Feb 3, 2026 Due: Feb 14, 2026 Completed: Feb 15, 2026 (on time)
📅
8.6 days Total Age
⏱️
8.6d in Scheduled Longest Stage
🔄
6 transitions Status Changes
⚠️
7.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
17 lines Work Details
🚩
5 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚨
5 On-Site Visits
5 on-site visits — critical red flag: repeated failure to resolve
👤 Self-scheduled by Brandon Rodriguez — scheduling delays attributed to technician, not coordinators
Visit 1 Feb 9, 2026
Visit 2 Feb 10, 2026
Visit 3 Feb 11, 2026
Visit 4 Feb 12, 2026
Visit 5 Feb 13, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00556473
New Training Request
Closed
1x OJT work order Ending 2/28 for Brandon Rodriguez with Andy P. 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
Kimberly Hardison
Created
Jan 6, 2026
Work Orders from this Case (4)
WO-01349385 Closed
Cross-Training • Brandon Rodriguez
Created: Feb 3, 2026 • Closed: Mar 2, 2026
WO-01349386 Canceled
Cross-Training • Brandon Rodriguez
Created: Feb 3, 2026
WO-01349388 (current) Invoiced
Cross-Training • Brandon Rodriguez
Created: Feb 3, 2026 • Closed: Feb 15, 2026
WO-01349389 Invoiced
Cross-Training • Brandon Rodriguez
Created: Feb 3, 2026 • Closed: Feb 23, 2026
Completed with minor delays
Invoiced • 29 days old
🚨
Primary Delay 8.6 days stuck in "Scheduled"
⏱️
Total Delay 7.6 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
0.0d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
8.6d / 2.0d SLA
Tech Off Site
0.0d / 2.0d SLA
Closed
2.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/20/26 RBerry- Updated serviced date to match work details. Removed delay code.

🔧 Work Performed
Axiom completed. Truck confirmed unable to start. Towed to Mike Maroon Ford at 215 Alpine St. Longmont, CO. EMSAR U courses worked on for the duration of time.
🔍 Technician Findings
Axiom completed. Truck confirmed unable to start. Towed to Mike Maroon Ford at 215 Alpine St. Longmont, CO. EMSAR U courses worked on for the duration of time.
⚠️ Problem Description
1x for CBTs in Axiom Ending 2/14 for Brandon Rodriguez.

Timeline

📞
Case Linked Jan 6, 1:54 PM
Case Number: 00556473
Subject: New Training Request
Status: Closed
🚨 20.0 business days
📋
▶
2 Work Order Created Feb 3, 1:49 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
👷
▶
4 Technician Assigned Feb 3, 2:06 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled → Status: Scheduled
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 16m
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-02-09T15:00:00.000+0000
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Assigned
To: Scheduled
Duration in Previous: 1m
⚠️ 9.0 business days
🔧
Status: Tech On Site by Brandon Rodriguez Feb 15, 12:02 PM
From: Scheduled, Tech On Site
To: Tech On Site, Tech Off Site
Duration in Previous: 11d 21h, 0m
⏱️
▶
2 2x Labor Added Feb 15, 12:23 PM
2x Labor Added → Labor Added
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 6.5
⏱️
5x Labor Added Feb 15, 12:51 PM
Type: Labor
Status: Open
Qty: 0.75, 8, 6.5
⏱️
▶
2 2x Labor Added Feb 15, 12:59 PM
2x Labor Added → Labor Added
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 6.5
🚗
▶
2 6x Travel Added Feb 15, 1:08 PM
6x Travel Added → Status: Completed
✔️
Status: Completed by Brandon Rodriguez
From: Tech Off Site, Completed
To: Completed, Closed
Duration in Previous: 1h 7m, 0m
⏳ 2.0 business days
📄
Status: Ready to Bill by Nancy Suarez Feb 18, 1:25 PM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 3d 0h, 0m
⏳ 3.0 business days
🧾
Invoice Created Feb 20, 4:18 PM
Invoice Number: SM-254290

Bottlenecks

Scheduled
Duration: 8.6 business days (threshold: 2.0 business days)
Exceeded by 6.6 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00556473
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Cross-Training
Branch
N/A
Technician
Brandon Rodriguez
Scheduled
Feb 9, 10:00 AM
Created
Feb 3, 1:49 PM
Invoice #
SM-254290

Work Details (17)

Name Type Status Qty Amount Date
WL-03106497 Labor Open 0.75 $0.00 Feb 15, 12:23 PM
WL-03106498 Labor Open 0.75 $0.00 Feb 15, 12:23 PM
WL-03106500 Labor Open 6.5 $0.00 Feb 15, 12:28 PM
WL-03106504 Labor Open 0.75 $0.00 Feb 15, 12:51 PM
WL-03106505 Labor Open 0.75 $0.00 Feb 15, 12:51 PM
WL-03106506 Labor Open 8 $0.00 Feb 15, 12:51 PM
WL-03106507 Labor Open 8 $0.00 Feb 15, 12:51 PM
WL-03106503 Labor Open 6.5 $0.00 Feb 15, 12:51 PM
WL-03106509 Labor Open 0.75 $0.00 Feb 15, 12:59 PM
WL-03106508 Labor Open 0.75 $0.00 Feb 15, 12:59 PM
WL-03106510 Labor Open 6.5 $0.00 Feb 15, 1:01 PM
WL-03106511 Travel Open 30 $0.00 Feb 15, 1:08 PM
WL-03106512 Travel Open 30 $0.00 Feb 15, 1:08 PM
WL-03106513 Travel Open 30 $0.00 Feb 15, 1:08 PM
WL-03106514 Travel Open 30 $0.00 Feb 15, 1:08 PM
WL-03106515 Travel Open 30 $0.00 Feb 15, 1:08 PM
WL-03106516 Travel Open 30 $0.00 Feb 15, 1:08 PM

Details