Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01351223 ↗ ServiceMax

MIDMARK • Cross-Training • PC

📍 Jon Kuehl Trunk Stock — 2518 NORMAND DR SE, Grand Rapids MI, 49506

Feb 11, 2026 → Feb 27, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Feb 28, 2026
✓ SLA Met
Active: 11 biz days
🕐 Clock stopped: Tech Off Site (Feb 27, 2026)
▶ Clock Running
Status: Created
Feb 11 → Feb 11, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 11 → Feb 11, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 11 → Feb 11, 2026
0 business days (counted)
Running total: 0 of ? biz days used
7d
▶ Clock Running
Status: Scheduled
Feb 11 → Feb 23, 2026
7 business days (counted)
Running total: 7 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 23 → Feb 23, 2026
0 business days (counted)
Running total: 7 of ? biz days used
▶ Clock Running
Status: Tech Off Site
Feb 23 → Feb 23, 2026
0 business days (counted)
Running total: 7 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 23 → Feb 23, 2026
0 business days (counted)
Running total: 7 of ? biz days used
▶ Clock Running
Status: Tech Off Site
Feb 23 → Feb 24, 2026
1 business day (counted)
Running total: 8 of ? biz days used
▶ Clock Running
Status: Scheduled
Feb 24 → Feb 24, 2026
0 business days (counted)
Running total: 8 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 24 → Feb 24, 2026
0 business days (counted)
Running total: 8 of ? biz days used
▶ Clock Running
Status: Scheduled
Feb 24 → Feb 24, 2026
0 business days (counted)
Running total: 8 of ? biz days used
▶ Clock Running
Status: Tech Off Site
Feb 24 → Feb 24, 2026
0 business days (counted)
Running total: 8 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 24 → Feb 24, 2026
0 business days (counted)
Running total: 8 of ? biz days used
▶ Clock Running
Status: Tech Off Site
Feb 24 → Feb 25, 2026
1 business day (counted)
Running total: 9 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 25 → Feb 25, 2026
0 business days (counted)
Running total: 9 of ? biz days used
▶ Clock Running
Status: Tech Off Site
Feb 25 → Feb 26, 2026
1 business day (counted)
Running total: 10 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 26 → Feb 26, 2026
0 business days (counted)
Running total: 10 of ? biz days used
▶ Clock Running
Status: Tech Off Site
Feb 26 → Feb 26, 2026
0 business days (counted)
Running total: 10 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 26 → Feb 26, 2026
0 business days (counted)
Running total: 10 of ? biz days used
▶ Clock Running
Status: Tech Off Site
Feb 26 → Feb 27, 2026
1 business day (counted)
Running total: 11 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 27 → Feb 27, 2026
0 business days (counted)
Running total: 11 of ? biz days used
Created: Feb 11, 2026 Tech Off Site: Feb 27, 2026
Show SLA Clock Detail (21 periods)
Period Status Clock Biz Days Running Total
Feb 11 → Feb 11 Created ▶ Running 0 0
Feb 11 → Feb 11 Ready for Scheduling ▶ Running 0 0
Feb 11 → Feb 11 Assigned ▶ Running 0 0
Feb 11 → Feb 23 Scheduled ▶ Running 7 7
Feb 23 → Feb 23 Tech On Site ▶ Running 0 7
Feb 23 → Feb 23 Tech Off Site ▶ Running 0 7
Feb 23 → Feb 23 Tech On Site ▶ Running 0 7
Feb 23 → Feb 24 Tech Off Site ▶ Running 1 8
Feb 24 → Feb 24 Scheduled ▶ Running 0 8
Feb 24 → Feb 24 Tech On Site ▶ Running 0 8
Feb 24 → Feb 24 Scheduled ▶ Running 0 8
Feb 24 → Feb 24 Tech Off Site ▶ Running 0 8
Feb 24 → Feb 24 Tech On Site ▶ Running 0 8
Feb 24 → Feb 25 Tech Off Site ▶ Running 1 9
Feb 25 → Feb 25 Tech On Site ▶ Running 0 9
Feb 25 → Feb 26 Tech Off Site ▶ Running 1 10
Feb 26 → Feb 26 Tech On Site ▶ Running 0 10
Feb 26 → Feb 26 Tech Off Site ▶ Running 0 10
Feb 26 → Feb 26 Tech On Site ▶ Running 0 10
Feb 26 → Feb 27 Tech Off Site ▶ Running 1 11
Feb 27 → Feb 27 Tech On Site ▶ Running 0 11
Dispatch 0.0d
Coordinators 7.5d
Field Work 9.8d
✓ SLA Met
Dispatch
0.0 days
Coordinators
7.5 days
Over SLA
Field Work
9.8 days
Created: Feb 11, 2026 Due: Feb 28, 2026 Completed: Feb 28, 2026 (on time)
📅
11.3 days Total Age
⏱️
7.2d in Scheduled Longest Stage
🔄
22 transitions Status Changes
⚠️
6.2d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
60 lines Work Details
🚩
8 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚨
8 On-Site Visits
8 on-site visits — critical red flag: repeated failure to resolve
👤 Self-scheduled by Ben McClerklin — scheduling delays attributed to technician, not coordinators
Visit 1 Feb 23, 2026
Visit 2 Feb 24, 2026
Visit 3 Feb 25, 2026
Visit 4 Feb 26, 2026
Visit 5 Feb 27, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00567427
New Training Request
Closed
Dispatch please create 4 Training Work Orders for this technician 1x OJT work order Ending 2/28 1x for CBTs in EMSAR U Ending 2/16 1x for CBTs in Axiom Ending 2/14 1X Classroom training scheduled for 2/17-2/19
Priority
High
Origin
Email
Reason
New Case
Contact
N/A
Owner
Sherry Reich
Created
Feb 11, 2026
Work Orders from this Case (4)
WO-01351223 (current) Invoiced
Cross-Training • Ben McClerklin
Created: Feb 11, 2026 • Closed: Feb 27, 2026
WO-01351224 Invoiced
Cross-Training • Ben McClerklin
Created: Feb 11, 2026 • Closed: Feb 20, 2026
WO-01351225 Invoiced
Cross-Training • Ben McClerklin
Created: Feb 11, 2026 • Closed: Feb 24, 2026
WO-01351227 Invoiced
Cross-Training • Ben McClerklin
Created: Feb 11, 2026 • Closed: Feb 20, 2026
Completed with minor delays
Invoiced • 21 days old
🚨
Primary Delay 7.2 days stuck in "Scheduled"
⏱️
Total Delay 6.2 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
0.1d / 1.0d SLA
Scheduled
7.5d / 2.0d SLA
Tech On Site
3.2d / 1.0d SLA
Tech Off Site
6.6d / 2.0d SLA
Closed
2.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
OJT With Jon Kuehl
🔍 Technician Findings
OJT With Jon Kuehl
⚠️ Problem Description
1x OJT work order Ending 2/28 Technician: Ben McClerklin Q: Service Type (pm, repair, other)?: Q: Make / Model?: Q: Service Performed?: Q: Mentor?:

Timeline

📞
Case Linked Feb 11, 11:18 AM
Case Number: 00567427
Subject: New Training Request
Status: Closed
📋
▶
2 Work Order Created Feb 11, 4:33 PM
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 Technician Assigned Feb 11, 5:00 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Charles Ramen
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 26m, 0m
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2026-02-23T13:00:00.000+0000
⚠️ 7.9 business days
🔧
Status: Tech On Site by Ben McClerklin Feb 23, 11:51 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 11d 18h
🚗
Status: Tech Off Site by Ben McClerklin Feb 23, 2:20 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 2h 29m
🔧
Status: Tech On Site by Ben McClerklin Feb 23, 4:19 PM
From: Tech Off Site
To: Tech On Site
Duration in Previous: 1h 58m
🚗
Status: Tech Off Site by Ben McClerklin Feb 23, 5:26 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 1h 6m
⏱️
12x Labor Added Feb 23, 5:39 PM
Type: Labor, Travel, Expenses
Status: Open
Qty: 3, 1, 0.75, 0.5, 21, 18, 9, 8.6
📅
▶
3 Dispatch Scheduled Feb 24, 8:27 AM
Dispatch Scheduled → Status: Scheduled → Status: Tech On Site
🗓️
Status: Scheduled by Ben McClerklin
From: Tech Off Site
To: Scheduled
Duration in Previous: 15h 1m
🔧
Status: Tech On Site by Ben McClerklin
From: Scheduled
To: Tech On Site
Duration in Previous: 1m
📅
▶
2 Dispatch Scheduled Feb 24, 8:33 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Ben McClerklin
From: Tech On Site
To: Scheduled
Duration in Previous: 4m
🚗
Status: Tech Off Site by Ben McClerklin Feb 24, 10:16 AM
From: Scheduled
To: Tech Off Site
Duration in Previous: 1h 43m
🔧
Status: Tech On Site by Ben McClerklin Feb 24, 11:46 AM
From: Tech Off Site
To: Tech On Site
Duration in Previous: 1h 29m
🚗
Status: Tech Off Site by Ben McClerklin Feb 24, 2:39 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 2h 53m
⏱️
▶
2 7x Labor Added Feb 24, 5:48 PM
7x Labor Added → 5x Travel Added
🚗
5x Travel Added
Type: Travel, Expenses
Status: Open
Qty: 96, 74, 21
🔧
Status: Tech On Site by Ben McClerklin Feb 25, 9:29 AM
From: Tech Off Site
To: Tech On Site
Duration in Previous: 18h 50m
🚗
Status: Tech Off Site by Ben McClerklin Feb 25, 2:56 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 5h 26m
💵
2x Expenses Added Feb 25, 4:48 PM
Type: Expenses
Status: Open
Qty: 1
💵
Expenses Added Feb 25, 5:21 PM
Type: Expenses
Status: Open
Qty: 1
🔧
Status: Tech On Site by Ben McClerklin Feb 26, 8:30 AM
From: Tech Off Site
To: Tech On Site
Duration in Previous: 17h 34m
🚗
Status: Tech Off Site by Ben McClerklin Feb 26, 12:00 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 3h 30m
🔧
Status: Tech On Site by Ben McClerklin Feb 26, 12:53 PM
From: Tech Off Site
To: Tech On Site
Duration in Previous: 52m
🚗
Status: Tech Off Site by Ben McClerklin Feb 26, 4:44 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 3h 51m
⏱️
6x Labor Added Feb 26, 4:53 PM
Type: Labor
Status: Open
Qty: 0.5, 5.5, 0.33333333333333, 1.6666666666667, 3.5
🚗
4x Travel Added Feb 26, 4:58 PM
Type: Travel
Status: Open
Qty: 2.5, 183, 1.5, 2.4
⏱️
▶
2 8x Labor Added Feb 26, 5:09 PM
8x Labor Added → 4x Travel Added
🚗
4x Travel Added
Type: Travel
Status: Open
Qty: 76, 55, 26, 7.3
💵
2x Expenses Added Feb 26, 5:17 PM
Type: Expenses
Status: Open
Qty: 1
🔧
Status: Tech On Site by Ben McClerklin Feb 27, 8:24 AM
From: Tech Off Site
To: Tech On Site
Duration in Previous: 15h 39m
🚗
Status: Tech Off Site by Ben McClerklin Feb 27, 2:26 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 6h 2m
⏱️
▶
3 3x Labor Added Feb 27, 8:08 PM
3x Labor Added → 2x Travel Added → Expenses Added
🚗
2x Travel Added
Type: Travel
Status: Open
Qty: 260, 4.2
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
💵
3x Expenses Added Feb 27, 8:44 PM
Type: Expenses, Labor
Status: Open
Qty: 1, 0.5
✔️
Status: Completed by Ben McClerklin Feb 27, 8:52 PM
From: Tech Off Site, Completed
To: Completed, Closed
Duration in Previous: 6h 26m, 0m
⏳ 2.4 business days
📄
▶
2 Status: Ready to Bill Mar 3, 5:12 PM
Status: Ready to Bill → Invoice Created
🧾
Invoice Created
Invoice Number: SM-255500

Bottlenecks

Scheduled
Duration: 7.2 business days (threshold: 2.0 business days)
Exceeded by 5.2 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00567427
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Cross-Training
Branch
N/A
Technician
Ben McClerklin
Scheduled
Feb 23, 8:00 AM
Created
Feb 11, 4:33 PM
Invoice #
SM-255500

Work Details (60)

Name Type Status Qty Amount Date
WL-03116685 Labor Open 3 $0.00 Feb 23, 5:39 PM
WL-03116684 Labor Open 1 $0.00 Feb 23, 5:39 PM
WL-03116686 Labor Open 0.75 $0.00 Feb 23, 5:39 PM
WL-03116687 Labor Open 0.5 $0.00 Feb 23, 5:39 PM
WL-03116688 Labor Open 0.75 $0.00 Feb 23, 5:39 PM
WL-03116689 Labor Open 0.5 $0.00 Feb 23, 5:39 PM
WL-03116690 Labor Open 1 $0.00 Feb 23, 5:39 PM
WL-03116691 Travel Open 21 $0.00 Feb 23, 5:39 PM
WL-03116692 Travel Open 18 $0.00 Feb 23, 5:39 PM
WL-03116693 Travel Open 9 $0.00 Feb 23, 5:39 PM
WL-03116694 Travel Open 8.6 $0.00 Feb 23, 5:39 PM
WL-03116698 Expenses Open 1 $0.00 Feb 23, 5:40 PM
WL-03118318 Labor Open 1.75 $0.00 Feb 24, 5:48 PM
WL-03118317 Labor Open 2 $0.00 Feb 24, 5:48 PM
WL-03118319 Labor Open 1.4166666666667 $0.00 Feb 24, 5:48 PM
WL-03118320 Labor Open 3 $0.00 Feb 24, 5:48 PM
WL-03118321 Labor Open 0.83333333333333 $0.00 Feb 24, 5:48 PM
WL-03118322 Labor Open 1.25 $0.00 Feb 24, 5:48 PM
WL-03118323 Labor Open 0.75 $0.00 Feb 24, 5:48 PM
WL-03118324 Travel Open 96 $0.00 Feb 24, 5:50 PM
WL-03118325 Travel Open 74 $0.00 Feb 24, 5:50 PM
WL-03118326 Travel Open 21 $0.00 Feb 24, 5:50 PM
WL-03118327 Travel Open 4 $0.00 Feb 24, 5:50 PM
WL-03118329 Expenses Open 1 $0.00 Feb 24, 5:51 PM
WL-03119874 Expenses Open 1 $0.00 Feb 25, 4:48 PM
WL-03119875 Expenses Open 1 $0.00 Feb 25, 4:48 PM
WL-03119935 Expenses Open 1 $0.00 Feb 25, 5:21 PM
WL-03121857 Labor Open 0.5 $0.00 Feb 26, 4:53 PM
WL-03121853 Labor Open 0.5 $0.00 Feb 26, 4:53 PM
WL-03121854 Labor Open 5.5 $0.00 Feb 26, 4:53 PM
WL-03121855 Labor Open 0.33333333333333 $0.00 Feb 26, 4:53 PM
WL-03121856 Labor Open 1.6666666666667 $0.00 Feb 26, 4:53 PM
WL-03121858 Labor Open 3.5 $0.00 Feb 26, 4:53 PM
WL-03121862 Travel Open 2.5 $0.00 Feb 26, 4:58 PM
WL-03121865 Travel Open 183 $0.00 Feb 26, 4:58 PM
WL-03121864 Travel Open 1.5 $0.00 Feb 26, 4:58 PM
WL-03121863 Travel Open 2.4 $0.00 Feb 26, 4:58 PM
WL-03121910 Labor Open 0.5 $0.00 Feb 26, 5:09 PM
WL-03121911 Labor Open 1.5 $0.00 Feb 26, 5:09 PM
WL-03121906 Labor Open 1.5 $0.00 Feb 26, 5:09 PM
WL-03121907 Labor Open 2 $0.00 Feb 26, 5:09 PM
WL-03121908 Labor Open 0.5 $0.00 Feb 26, 5:09 PM
WL-03121909 Labor Open 1 $0.00 Feb 26, 5:09 PM
WL-03121904 Labor Open 1.5 $0.00 Feb 26, 5:09 PM
WL-03121905 Labor Open 1 $0.00 Feb 26, 5:09 PM
WL-03121915 Travel Open 76 $0.00 Feb 26, 5:12 PM
WL-03121916 Travel Open 55 $0.00 Feb 26, 5:12 PM
WL-03121917 Travel Open 26 $0.00 Feb 26, 5:12 PM
WL-03121918 Travel Open 7.3 $0.00 Feb 26, 5:12 PM
WL-03121927 Expenses Open 1 $0.00 Feb 26, 5:17 PM
WL-03121926 Expenses Open 1 $0.00 Feb 26, 5:17 PM
WL-03124216 Labor Open 5 $0.00 Feb 27, 8:08 PM
WL-03124214 Labor Open 0.33333333333333 $0.00 Feb 27, 8:08 PM
WL-03124215 Labor Open 6.1666666666667 $0.00 Feb 27, 8:08 PM
WL-03124221 Travel Open 260 $0.00 Feb 27, 8:10 PM
WL-03124220 Travel Open 4.2 $0.00 Feb 27, 8:10 PM
WL-03124227 Expenses Open 1 $0.00 Feb 27, 8:13 PM
WL-03124308 Expenses Open 1 $0.00 Feb 27, 8:44 PM
WL-03124307 Expenses Open 1 $0.00 Feb 27, 8:44 PM
WL-03124306 Labor Open 0.5 $0.00 Feb 27, 8:44 PM

Details