Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01314679 ↗ ServiceMax

FERNO • Cross-Training • PC

📍 Curtis Allen Trunk Stock — 55 Cleveland Terrace, East Orange NJ, 07017

Nov 11, 2025 → Dec 5, 2025

✅ Completed
PC Per client agreement
Target: Dec 6, 2025
🕐 Clock stopped: Completed (Dec 6)
✓ SLA Met
Dispatch 0.0d
Coordinators 18.9d
✓ SLA Met
Dispatch
0.0 days
Coordinators
18.9 days
Over SLA
Created: Nov 11, 2025 Due: Dec 6, 2025 Completed: Dec 6, 2025 (on time)
📅
18.2 days Total Age
⏱️
17.7d in Scheduled Longest Stage
🔄
4 transitions Status Changes
⚠️
16.9d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
11 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 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 #00542773
New Training Request
Closed
Ferno Classroom Training in Wilmington scheduled for 12/2-12/4 Technician: Curtis Allen
Priority
High
Origin
Email
Reason
New Case
Contact
N/A
Owner
Sherry Reich
Created
Nov 11, 2025
Work Orders from this Case (1)
WO-01314679 (current) Invoiced
Cross-Training • Curtis Allen
Created: Nov 11, 2025 • Closed: Dec 5, 2025
Completed with significant delays
Invoiced • 184 days old
🚨
Primary Delay 17.7 days stuck in "Scheduled"
⏱️
Total Delay 16.9 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
1.2d / 1.0d SLA
Scheduled
17.7d / 2.0d SLA
Closed
2.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
Ferno Classroom Training in Wilmington
🔍 Technician Findings
Ferno Classroom Training in Wilmington
⚠️ Problem Description
Ferno Classroom Training in Wilmington scheduled for 12/2-12/4 Technician: Curtis Allen

Timeline

📞
Case Linked Nov 11, 8:36 AM
Case Number: 00542773
Subject: New Training Request
Status: Closed
📋
▶
2 Work Order Created Nov 11, 5:13 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 Nov 12, 1:09 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 19h 54m, 0m
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-12-01T13:00:00.000+0000
🚨 15.0 business days
⏱️
▶
3 Labor Added Dec 2, 8:38 PM
Labor Added → Expenses Added → Expenses Added
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
⏳ 1.4 business days
💵
Expenses Added Dec 3, 9:17 PM
Type: Expenses
Status: Open
Qty: 1
⏳ 1.3 business days
⏱️
▶
3 Labor Added Dec 4, 9:46 PM
Labor Added → Labor Added → Expenses Added
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 9.25
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
⏱️
Labor Added Dec 4, 9:54 PM
Type: Labor
Status: Open
Qty: 8.5
⏱️
▶
2 Labor Added Dec 5, 7:17 PM
Labor Added → Expenses Added
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
💵
Expenses Added Dec 5, 7:30 PM
Type: Expenses
Status: Open
Qty: 1
✔️
Status: Completed by Curtis Allen Dec 5, 7:53 PM
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 23d 6h, 0m
⏳ 2.5 business days
📄
Status: Ready to Bill by Nancy Suarez Dec 9, 11:47 AM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 3d 15h, 0m
🚨 27.0 business days
🧾
Invoice Created Jan 14, 10:14 AM
Invoice Number: SM-248548

Bottlenecks

Ready for Scheduling
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.8 business hours
Scheduled
Duration: 17.7 business days (threshold: 2.0 business days)
Exceeded by 15.7 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00542773
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Cross-Training
Branch
ERLA - PROD
Technician
Curtis Allen
Scheduled
Dec 1, 8:00 AM
Created
Nov 11, 5:13 PM
Invoice #
SM-248548

Work Details (11)

Name Type Status Qty Amount Date
WL-03024300 Labor Open 8 $0.00 Dec 2, 8:38 PM
WL-03024301 Expenses Open 1 $0.00 Dec 2, 8:40 PM
WL-03024306 Expenses Open 1 $0.00 Dec 2, 8:41 PM
WL-03025787 Expenses Open 1 $0.00 Dec 3, 9:17 PM
WL-03027355 Labor Open 9.25 $0.00 Dec 4, 9:46 PM
WL-03027357 Labor Open 9.25 $0.00 Dec 4, 9:48 PM
WL-03027363 Expenses Open 1 $0.00 Dec 4, 9:50 PM
WL-03027365 Labor Open 8.5 $0.00 Dec 4, 9:54 PM
WL-03028788 Labor Open 9 $0.00 Dec 5, 7:17 PM
WL-03028789 Expenses Open 1 $0.00 Dec 5, 7:18 PM
WL-03028790 Expenses Open 1 $0.00 Dec 5, 7:30 PM

Details