Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01314644 ↗ ServiceMax

FERNO • Cross-Training • PC

📍 Todd Fogiel Trunk Stock — 1571 Danube Dr, Germanton NC, 27019

Nov 11, 2025 → Dec 5, 2025

✅ Completed
PC Per client agreement
Target: Dec 5, 2025
🕐 Clock stopped: Invoiced (Dec 5)
✓ SLA Met
Dispatch 0.0d
Coordinators 15.4d
Field Work 5.1d
Incomplete 0.1d (excluded)
✓ SLA Met
Dispatch
0.0 days
Coordinators
15.4 days
Over SLA
Field Work
5.1 days
Over SLA
Incomplete (excluded from total)
0.1 days
Created: Nov 11, 2025 Due: Dec 5, 2025 Completed: Dec 5, 2025 (on time)
📅
18.4 days Total Age
⏱️
15.3d in Scheduled Longest Stage
🔄
11 transitions Status Changes
⚠️
16.4d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
13 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 Todd Fogiel — scheduling delays attributed to technician, not coordinators
Visit 1 Dec 1, 2025
Visit 2 Dec 2, 2025
Visit 3 Dec 3, 2025
Visit 4 Dec 4, 2025
Visit 5 Dec 5, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00542673
New Training Request
Closed
Course: Ferno F2/X2 Technician: Todd Fogiel Start Date: 2025-12-02 Mentor: Ferno Notes: Manager/Supervisor Submitted by: Robert Ingraham Submitted on:11/10/2025
Priority
High
Origin
Email
Reason
New Case
Contact
N/A
Owner
Shelby Robinson
Created
Nov 10, 2025
Work Orders from this Case (1)
WO-01314644 (current) Invoiced
Cross-Training • Todd Fogiel
Created: Nov 11, 2025 • Closed: Dec 5, 2025
Completed with significant delays
Invoiced • 184 days old
🚨
Primary Delay 15.3 days stuck in "Scheduled"
⏱️
Total Delay 16.4 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
0.1d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
15.3d / 2.0d SLA
Tech On Site
4.0d / 1.0d SLA
Tech Off Site
1.0d / 2.0d SLA
Completed
0.1d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Incomplete
0.1d

💬 Activities, Notes & Communications

🔧 Work Performed
Training Px2 Inx Px1 Transcend Pf2
🔍 Technician Findings
Training Px2 Inx Px1 Transcend Pf2
⚠️ Problem Description
Course: Ferno F2/X2 Technician: Todd Fogiel Start Date: 2025-12-02 Mentor: Ferno Notes: Manager/Supervisor Submitted by: Robert Ingraham Submitted on:11/10/2025

Timeline

📞
Case Linked Nov 10, 4:59 PM
Case Number: 00542673
Subject: New Training Request
Status: Closed
📋
▶
2 Work Order Created Nov 11, 3:41 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Shelby Robinson
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
4 Technician Assigned Nov 11, 4:27 PM
Technician Assigned → Status: Assigned → Status: Scheduled → Dispatch Scheduled
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 45m
🗓️
Status: Scheduled by Melissa Owens
From: Assigned
To: Scheduled
Duration in Previous: 1m
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2025-12-01T13:00:00.000+0000
🚨 10.9 business days
💵
Expenses Added Nov 25, 12:06 PM
Type: Expenses
Status: Open
Qty: 1
⚠️ 6.0 business days
🔧
Status: Tech On Site by Todd Fogiel Dec 2, 8:09 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 20d 15h
🚗
Status: Tech Off Site by Todd Fogiel Dec 2, 7:15 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 11h 6m
🔧
Status: Tech On Site by Todd Fogiel Dec 3, 7:27 AM
From: Tech Off Site
To: Tech On Site
Duration in Previous: 12h 12m
⏳ 3.0 business days
💵
▶
2 12x Expenses Added Dec 5, 6:01 PM
12x Expenses Added → Status: Completed
✔️
Status: Completed by Todd Fogiel
From: Tech On Site
To: Completed
Duration in Previous: 2d 10h
🏁
Status: Closed by Todd Fogiel Dec 5, 6:46 PM
From: Completed
To: Closed
Duration in Previous: 44m
⏳ 1.7 business days
⚠️
Status: Incomplete by Matthew Bateman Dec 8, 9:18 AM
From: Closed
To: Incomplete
Duration in Previous: 2d 14h
🏁
Status: Closed by Matthew Bateman Dec 8, 9:46 AM
From: Incomplete
To: Closed
Duration in Previous: 28m
⏳ 2.0 business days
📄
▶
2 Status: Ready to Bill Dec 9, 11:51 AM
Status: Ready to Bill → Invoice Created
🧾
Invoice Created
Invoice Number: SM-248551

Bottlenecks

Scheduled
Duration: 15.3 business days (threshold: 2.0 business days)
Exceeded by 13.3 business days
Tech On Site
Duration: 1.0 business days (threshold: 1.0 business days)
Exceeded by 0.3 business hours
Tech On Site
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Closed
Duration: 1.0 business days (threshold: 1.0 business days)
Exceeded by 0.2 business hours
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00542673
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Cross-Training
Branch
ERLA - PROD
Technician
Todd Fogiel
Scheduled
Dec 1, 8:00 AM
Created
Nov 11, 3:41 PM
Invoice #
SM-248551

Work Details (13)

Name Type Status Qty Amount Date
WL-03019574 Expenses Open 1 $0.00 Nov 25, 12:06 PM
WL-03028702 Expenses Open 1 $0.00 Dec 5, 6:01 PM
WL-03028703 Expenses Open 1 $0.00 Dec 5, 6:01 PM
WL-03028704 Labor Open 6.75 $0.00 Dec 5, 6:01 PM
WL-03028705 Travel Open 425 $0.00 Dec 5, 6:01 PM
WL-03028706 Expenses Open 1 $0.00 Dec 5, 6:01 PM
WL-03028707 Labor Open 9.25 $0.00 Dec 5, 6:01 PM
WL-03028708 Labor Open 8 $0.00 Dec 5, 6:01 PM
WL-03028709 Travel Open 443 $0.00 Dec 5, 6:01 PM
WL-03028710 Labor Open 8 $0.00 Dec 5, 6:01 PM
WL-03028711 Expenses Open 1 $0.00 Dec 5, 6:01 PM
WL-03028712 Expenses Open 1 $0.00 Dec 5, 6:01 PM
WL-03028713 Labor Open 9.25 $0.00 Dec 5, 6:01 PM

Details