Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01167095 ↗ ServiceMax

ZONO SANITECH • Upgrade • PSM

📍 Grant Early Learning Center — 415 Campbell Dr, Hamilton OH, 45011

May 21, 2024 → Present

⛔ Blocked
PSM
SLA Clock
Last business day of May 2024 · Target: May 31, 2024
⚠ 549 biz days overdue
Active: 556 biz days
▶ Clock Running
Status: Created
May 21 → May 21, 2024
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
May 21 → May 29, 2024
5 business days (counted)
Running total: 5 of ? biz days used
▶ Clock Running
Status: Assigned
May 29 → Jun 10, 2024
8 business days (counted)
Running total: 13 of ? biz days used
▶ Clock Running
Status: On Hold
Jun 10 → Aug 10, 2024
42 business days (counted)
Running total: 55 of ? biz days used
▶ Clock Running
Status: Entered
Aug 10 → Aug 10, 2024
0 business days (counted)
Running total: 55 of ? biz days used
501d
▶ Clock Running
Status: On Hold
Aug 10 → Aug 14, 2026
501 business days (counted)
Running total: 556 of ? biz days used
Created: May 21, 2024 Today
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
May 21 → May 21 Created ▶ Running 0 0
May 21 → May 29 Ready for Scheduling ▶ Running 5 5
May 29 → Jun 10 Assigned ▶ Running 8 13
Jun 10 → Aug 10 On Hold ▶ Running 42 55
Aug 10 → Aug 10 Entered ▶ Running 0 55
Aug 10 → Aug 14 On Hold ▶ Running 501 556
Dispatch 0.2d
Holding 42.4d (excluded)
Coordinators 14.6d
⚠ Overdue
Dispatch
0.2 days
Holding (excluded from total)
42.4 days
Coordinators
14.6 days
Over SLA
Created: May 21, 2024 Due: Jul 31, 2024 (744 days overdue)
📅
556.9 days Total Age
⏱️
42.4d in On Hold Longest Stage
🔄
4 transitions Status Changes
⚠️
13.1d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
0 lines Work Details

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00396769
Closed
Project McLaren Upgrade - Needs Hinges ZT202007-44151
Priority
High
Origin
Phone
Reason
New Case
Contact
Lizzy Harold
Owner
Kimberly Hardison
Created
May 21, 2024
Work Orders from this Case (1)
WO-01167095 (current) On Hold
Upgrade
Created: May 21, 2024
Behind Schedule - Needs Attention
On Hold • 814 days old
🚨
Primary Delay 42.4 days stuck in "On Hold"
⏱️
Total Delay 13.1 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.2d / 0.5d SLA
Ready for Scheduling
5.7d / 1.0d SLA
Assigned
8.9d / 0.5d SLA
On Hold
42.4d

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
8/10/2024 Sramen - clearing tech info from WO and putting back into on hold status.

8/7/24 AJInerson - Called Lizzy to schedule service. Left VM regarding scheduling. 

6/13/24 AJinerson - Called site to follow up to schedule. Lizzy is extension #14. Spoke with Lizzy who said to reach back out first week of August to move forward with scheduling. They are not there full time during summer and will not have staff on site enough hours in 1 day for tech visit. 

6/11/24 AJinerson - Sent follow up email to Lizzy to see if they can confirm scheduling for week of 6/24.

6/10/24 DN - Please call site for scheduling, if there is no answer site may be closed for the summer and WO can be placed on Hold until Zono or customer advises any differently

6/5/24 AJinerson - Email from Lizzy saying they can do 6/24 afternoon or 6/26 after 10:00 a.m. Emailed back offering 6/26, waiting for confirmation from Lizzy.

6/5/24 AJinerson - Sent email to Lizzy regarding scheduling week of 6/17 - 6/21

6/5/24 AJinerson - Called 2nd time to schedule tech visit. Left 2nd VM regarding scheduling. 

5/30/24 AJinerson - Called site w/ Lizzy's extension. Left vm regarding scheduling. 

⚠️ Problem Description
Project McLaren Upgrade - Needs Hinges ZT202007-44151 Hinge Replacement needed schedule at least 2 weeks out so Zono can get hinge kit to the customer

Timeline

📞
▶
2 Case Linked May 21, 12:40 PM
Case Linked → Work Order Created
📋
Work Order Created
Work Order: WO-01167095
Type: Upgrade
Priority: PSM
📅
Status: Ready for Scheduling by Kimberly Hardison May 21, 2:06 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 1h 25m
⚠️ 6.0 business days
👷
▶
2 Technician Assigned May 29, 12:41 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Abby Jinerson
From: Ready for Scheduling
To: Assigned
Duration in Previous: 7d 22h
⚠️ 9.0 business days
⏸️
Status: On Hold by Dylan Nakoff Jun 10, 4:33 PM
From: Assigned
To: On Hold
Duration in Previous: 12d 3h
🚨 42.9 business days
🆕
Status: Entered by Stephanie Ramen Aug 10, 11:29 AM
From: On Hold, Entered
To: Entered, On Hold
Duration in Previous: 60d 18h, 0m

Bottlenecks

Ready for Scheduling
Duration: 5.7 business days (threshold: 1.0 business days)
Exceeded by 4.7 business days
Assigned
Duration: 8.9 business days (threshold: 4.0 business hours)
Exceeded by 8.4 business days

🔗 Related Artifacts

📞
Case 00396769
Closed

ℹ️ Work Order Details

Status
On Hold
Priority
PSM
Type
Upgrade
Branch
N/A
Technician
Unassigned
Scheduled
N/A
Created
May 21, 12:41 PM
Invoice #
N/A

Details