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← WO Overview

WO-01349963 ↗ ServiceMax

EMSAR HOUSE ACCOUNT • Cross-Training • PC

📍 Darek Kirkpatrick Trunk Stock — 454 Baird St, Minoa NY, 13116

Feb 5, 2026 → Feb 13, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Feb 14, 2026
✓ SLA Met
Active: 6 biz days
🕐 Clock stopped: Completed (Feb 13, 2026)
▶ Clock Running
Status: Created
Feb 5 → Feb 5, 2026
0 business days (counted)
Running total: 0 of ? biz days used
1d
▶ Clock Running
Status: Ready for Scheduling
Feb 5 → Feb 6, 2026
1 business day (counted)
Running total: 1 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 6 → Feb 6, 2026
0 business days (counted)
Running total: 1 of ? biz days used
5d
▶ Clock Running
Status: Scheduled
Feb 6 → Feb 13, 2026
5 business days (counted)
Running total: 6 of ? biz days used
Created: Feb 5, 2026 Completed: Feb 13, 2026
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Feb 5 → Feb 5 Created ▶ Running 0 0
Feb 5 → Feb 6 Ready for Scheduling ▶ Running 1 1
Feb 6 → Feb 6 Assigned ▶ Running 0 1
Feb 6 → Feb 13 Scheduled ▶ Running 5 6
Dispatch 0.0d
Coordinators 7.3d
✓ SLA Met
Dispatch
0.0 days
Coordinators
7.3 days
Over SLA
Created: Feb 5, 2026 Due: Feb 14, 2026 Completed: Feb 13, 2026 (1 days early)
📅
6.3 days Total Age
⏱️
6.0d in Scheduled Longest Stage
🔄
4 transitions Status Changes
⚠️
5.5d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
16 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 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 #00565882
Urgent New Training WO needed
Closed
EMSAR House Account SMC - HCP OJT/Training 2026 Course: HCP Technician: Hector Castaneda Start Date: Mentor: Darek Kirkpatrick Q: Service Type (pm, repair, other)?: Q: Make / Model?: Q: Service Performed?: Q: Mentor? :Darek Kirkpatrick
Priority
High
Origin
Email
Reason
New Case
Contact
Shawn Rogers
Owner
Jessica Sells
Created
Feb 5, 2026
Work Orders from this Case (1)
WO-01349963 (current) Invoiced
Cross-Training • Hector Castaneda
Created: Feb 5, 2026 • Closed: Feb 13, 2026
Completed with minor delays
Invoiced • 27 days old
🚨
Primary Delay 6.0 days stuck in "Scheduled"
⏱️
Total Delay 5.5 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
1.3d / 1.0d SLA
Scheduled
6.0d / 2.0d SLA
Closed
2.2d / 1.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
2/9/2026 - OJT - BUFFALO TO SYRACUSE - MIDMARK COURSES. 2/10/26 - OJT. 2/11/2026 - OJT. 2/12/2026 - OJT & EMASRU COURSES. 2/13/2026 - OJT - TRAVEL HOME - ENTERPISE CAR RENTAL PICK UP.
🔍 Technician Findings
2/9/2026 - OJT - BUFFALO TO SYRACUSE - MIDMARK COURSES. 2/10/26 - OJT. 2/11/2026 - OJT. 2/12/2026 - OJT & EMASRU COURSES. 2/13/2026 - OJT - TRAVEL HOME - ENTERPISE CAR RENTAL PICK UP.
⚠️ Problem Description
EMSAR House Account SMC - HCP OJT/Training 2026 Course: HCP Technician: Hector Castaneda Start Date: Mentor: Darek Kirkpatrick Q: Service Type (pm, repair, other)?: Q: Make / Model?: Q: Service Performed?: Q: Mentor? :Darek Kirkpatrick

Timeline

📞
Case Linked Feb 5, 4:18 PM
Case Number: 00565882
Subject: Urgent New Training WO needed
Status: Closed
📋
▶
2 Work Order Created Feb 5, 4:34 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
3 Technician Assigned Feb 6, 8:25 AM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 15h 50m
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-02-09T13:00:00.000+0000
💵
2x Expenses Added Feb 6, 8:32 AM
Type: Expenses
Status: Open
Qty: 1
⏳ 2.0 business days
⏱️
Labor Added Feb 9, 4:55 PM
Type: Labor
Status: Open
Qty: 8
⏱️
▶
2 3x Labor Added Feb 10, 2:56 PM
3x Labor Added → Expenses Added
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
⏱️
3x Labor Added Feb 11, 2:47 PM
Type: Labor, Expenses
Status: Open
Qty: 6.7666666666667, 1
⏳ 2.0 business days
⏱️
2x Labor Added Feb 12, 6:24 PM
Type: Labor, Expenses
Status: Open
Qty: 9.4166666666667
⏱️
▶
2 2x Labor Added Feb 13, 5:12 PM
2x Labor Added → 2x Expenses Added
💵
2x Expenses Added
Type: Expenses
Status: Open
Qty: 1
✔️
Status: Completed by Hector Castaneda Feb 13, 5:31 PM
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 7d 9h, 0m
⏳ 2.8 business days
📄
Status: Ready to Bill by Diane Patton Feb 18, 12:32 PM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 4d 19h, 0m
🧾
Invoice Created Feb 19, 8:49 AM
Invoice Number: SM-254275

Bottlenecks

Ready for Scheduling
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.4 business hours
Scheduled
Duration: 6.0 business days (threshold: 2.0 business days)
Exceeded by 4.0 business days
Closed
Duration: 2.2 business days (threshold: 1.0 business days)
Exceeded by 1.2 business days

🔗 Related Artifacts

📞
Case 00565882
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Cross-Training
Branch
N/A
Technician
Hector Castaneda
Scheduled
Feb 9, 8:00 AM
Created
Feb 5, 4:34 PM
Invoice #
SM-254275

Work Details (16)

Name Type Status Qty Amount Date
WL-03094869 Expenses Open 1 $0.00 Feb 6, 8:32 AM
WL-03094870 Expenses Open 1 $0.00 Feb 6, 8:32 AM
WL-03098080 Labor Open 8 $0.00 Feb 9, 4:55 PM
WL-03099361 Labor Open 5.5833333333333 $0.00 Feb 10, 2:56 PM
WL-03099368 Expenses Open 1 $0.00 Feb 10, 2:56 PM
WL-03099369 Expenses Open 1 $0.00 Feb 10, 2:56 PM
WL-03099372 Expenses Open 1 $0.00 Feb 10, 2:58 PM
WL-03101343 Labor Open 6.7666666666667 $0.00 Feb 11, 2:47 PM
WL-03101344 Expenses Open 1 $0.00 Feb 11, 2:48 PM
WL-03101350 Expenses Open 1 $0.00 Feb 11, 2:48 PM
WL-03103739 Labor Open 9.4166666666667 $0.00 Feb 12, 6:24 PM
WL-03103745 Expenses Open 1 $0.00 Feb 12, 6:24 PM
WL-03105636 Labor Open 7.25 $0.00 Feb 13, 5:12 PM
WL-03105637 Expenses Open 1 $0.00 Feb 13, 5:12 PM
WL-03105641 Expenses Open 1 $0.00 Feb 13, 5:14 PM
WL-03105642 Expenses Open 1 $0.00 Feb 13, 5:14 PM

Details