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← WO Overview

WO-01299065 ↗ ServiceMax

THOR • Support • PC

📍 NovoThor Customer -Latino Canyon Rd — 4860 Latino Canyon Road, Malibu CA, 90265

Aug 22, 2025 → Present

⛔ Blocked
PC
SLA Clock
Per client agreement · Target: Aug 27, 2025
⚠ 288 biz days overdue
Active: 291 biz days
▶ Clock Running
Status: Created
Aug 22 → Aug 22, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Aug 22 → Aug 22, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Aug 22 → Aug 22, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Scheduled
Aug 22 → Aug 22, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Entered
Aug 22 → Aug 22, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Aug 22 → Aug 25, 2025
1 business day (counted)
Running total: 1 of ? biz days used
290d
▶ Clock Running
Status: On Hold
Aug 25 → Oct 23, 2026
290 business days (counted)
Running total: 291 of ? biz days used
Created: Aug 22, 2025 Today
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Aug 22 → Aug 22 Created ▶ Running 0 0
Aug 22 → Aug 22 Ready for Scheduling ▶ Running 0 0
Aug 22 → Aug 22 Assigned ▶ Running 0 0
Aug 22 → Aug 22 Scheduled ▶ Running 0 0
Aug 22 → Aug 22 Entered ▶ Running 0 0
Aug 22 → Aug 25 Assigned ▶ Running 1 1
Aug 25 → Oct 23 On Hold ▶ Running 290 291
Dispatch 0.0d
Coordinators 2.3d
⚠ Overdue
Dispatch
0.0 days
Coordinators
2.3 days
Over SLA
Created: Aug 22, 2025 Due: Aug 27, 2025 (422 days overdue)
📅
292.0 days Total Age
⏱️
1.9d in Assigned Longest Stage
🔄
4 transitions Status Changes
⚠️
1.4d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
1 lines Work Details

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00520526
NovoThor relocation
Closed
Q-00029633 Omar 109 miles RT 3.5 labor 4 NovoThor relocation for next Wednesday 8-27-2025 at 9AM. Preferably if Omar is available to use him. details are below. Disassembling address 4860 Latino Canyon Road, Malibu, CA Reinstall address 24009 Ventura Blvd Suite 210 Calabasas CA USA 91302
Priority
Standard
Origin
Email
Reason
New Case
Contact
Chandler Lacy
Owner
Sherry Reich
Created
Aug 20, 2025
Work Orders from this Case (1)
WO-01299065 (current) On Hold
Support
Created: Aug 22, 2025
On Track
On Hold • 426 days old
🚨
Primary Delay 1.9 days stuck in "Assigned"
⏱️
Total Delay 1.4 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
0.1d / 2.0d SLA
Assigned
1.9d / 0.5d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

8-25 Mburris email from THOR to put on hold

8-25 Mburris email sent to quoting on if any word or if this should go on hold

8-22 Mburris

Thanks for letting us know Chandler.    Michael Sorry can you move this to reschedule and Chandler will need to update us on the reschedule date.    

 

Best Regards, 

 

Lisa Wright

Quoting and Sales Development Specialist


8-22 Mburris added to tech cal and set per emails and Problem Description

⚠️ Problem Description
Q-00029633 Omar 109 miles RT 3.5 labor 4 NovoThor relocation for next Wednesday 8-27-2025 at 9AM. Preferably if Omar is available to use him. details are below. Disassembling address 4860 Latino Canyon Road, Malibu, CA Reinstall address 24009 Ventura Blvd Suite 210 Calabasas CA USA 91302

Timeline

📞
Case Linked Aug 20, 10:11 AM
Case Number: 00520526
Subject: NovoThor relocation
Status: Closed
⏳ 3.0 business days
📋
▶
3 Work Order Created Aug 22, 9:39 AM
Work Order Created → Expenses Added → Status: Ready for Scheduling
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
3 Status: Assigned Aug 22, 12:00 PM
Status: Assigned → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Michael Burris
Technician: Omar Serrano
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-08-27T16:00:00.000+0000
🆕
▶
2 Status: Entered Aug 22, 1:01 PM
Status: Entered → Technician Assigned
👷
Technician Assigned by Michael Burris
Technician: Omar Serrano
⏳ 2.0 business days
⏸️
Status: On Hold by Michael Burris Aug 25, 12:32 PM
From: Assigned
To: On Hold
Duration in Previous: 2d 23h

Bottlenecks

Assigned
Duration: 1.9 business days (threshold: 4.0 business hours)
Exceeded by 1.4 business days

🔗 Related Artifacts

📞
Case 00520526
Closed

ℹ️ Work Order Details

Status
On Hold
Priority
PC
Type
Support
Branch
ERLA - PROD
Technician
Unassigned
Scheduled
N/A
Created
Aug 22, 9:39 AM
Invoice #
N/A

Work Details (1)

Name Type Status Qty Amount Date
WL-02911082 Expenses Open 1 $10.00 Aug 22, 9:39 AM

Details