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WO-01314816 ↗ ServiceMax

EMSAR HOUSE ACCOUNT • Cross-Training • PC

📍 Pero Popovic Trunk Stock — 321 N Railroad St Unit 1A, Palmyra PA, 17078

Nov 12, 2025 → Dec 14, 2025

✅ Completed
PC Per client agreement
Target: Dec 13, 2025
🕐 Clock stopped: Invoiced (Dec 15)
✗ SLA Missed (1d late)
Dispatch 0.0d
Coordinators 22.9d
Field Work 0.1d
Incomplete 0.0d (excluded)
✗ SLA Missed
Dispatch
0.0 days
Coordinators
22.9 days
Over SLA
Field Work
0.1 days
Incomplete (excluded from total)
0.0 days
Created: Nov 12, 2025 Due: Dec 13, 2025 Completed: Dec 15, 2025 (1 days late)
📅
23.0 days Total Age
⏱️
22.9d in Scheduled Longest Stage
🔄
7 transitions Status Changes
⚠️
21.9d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
17 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 8, 2025
Visit 2 Dec 9, 2025
Visit 3 Dec 10, 2025
Visit 4 Dec 11, 2025
Visit 5 Dec 12, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00542995
New Training Request
Closed
1 of 2 2x 1week OJT work orders w/ week ending 11/22 & 11/29 Training Request: Course: HCP Technician: Pero Popovic Start Date: 2025-11-10 Mentor: Phil Krogstad "Per request on attachment/ For all OJT, please add the following questions to the problem description: Q: Service Type (pm, repair, other)?: Q: Make / Model?: Q: Service Performed?: Q: Mentor?:"
Priority
High
Origin
Email
Reason
New Case
Contact
N/A
Owner
Kimberly Hardison
Created
Nov 11, 2025
Work Orders from this Case (3)
WO-01314813 Canceled
Cross-Training
Created: Nov 12, 2025
WO-01314815 Canceled
Cross-Training
Created: Nov 12, 2025
WO-01314816 (current) Invoiced
Cross-Training • Pero Popovic
Created: Nov 12, 2025 • Closed: Dec 14, 2025
Completed with significant delays
Invoiced • 183 days old
🚨
Primary Delay 22.9 days stuck in "Scheduled"
⏱️
Total Delay 21.9 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
0.1d / 1.0d SLA
Scheduled
22.9d / 2.0d SLA
Completed
0.1d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Incomplete
0.0d

💬 Activities, Notes & Communications

🔧 Work Performed
EMSAR Training
🔍 Technician Findings
EMSAR Training
⚠️ Problem Description
1x for classroom week ending 12/13 Technician: Pero Popovic

Timeline

📞
Case Linked Nov 11, 2:06 PM
Case Number: 00542995
Subject: New Training Request
Status: Closed
📋
▶
2 Work Order Created Nov 12, 11:42 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
3 Status: Assigned Nov 12, 12:07 PM
Status: Assigned → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Melissa Owens
Technician: Pero Popovic
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2025-12-08T13:00:00.000+0000
⚠️ 7.0 business days
💵
2x Expenses Added Nov 20, 4:02 PM
Type: Expenses
Status: Open
Qty: 1
🚨 14.0 business days
⏱️
▶
2 Labor Added Dec 9, 8:29 AM
Labor Added → Labor Added
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 9.5
⏳ 2.0 business days
⏱️
Labor Added Dec 10, 8:38 AM
Type: Labor
Status: Open
Qty: 8.5
⏱️
Labor Added Dec 11, 8:29 AM
Type: Labor
Status: Open
Qty: 8.5
⏳ 2.0 business days
⏱️
Labor Added Dec 12, 3:18 PM
Type: Labor
Status: Open
Qty: 5
⏳ 1.0 business days
⏱️
Labor Added Dec 14, 1:16 PM
Type: Labor
Status: Open
Qty: 10.083333333333
💵
Expenses Added Dec 14, 5:42 PM
Type: Expenses
Status: Open
Qty: 1
💵
▶
2 Expenses Added Dec 14, 6:25 PM
Expenses Added → Expenses Added
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
💵
▶
3 4x Expenses Added Dec 14, 6:44 PM
4x Expenses Added → Expenses Added → Status: Completed
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
✔️
Status: Completed by Pero Popovic
From: Scheduled
To: Completed
Duration in Previous: 32d 6h
🏁
Status: Closed by Matthew Bateman Dec 14, 7:45 PM
From: Completed
To: Closed
Duration in Previous: 57m
⚠️
▶
3 Status: Incomplete Dec 15, 9:55 AM
Status: Incomplete → Expenses Added → Status: Closed
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
🏁
Status: Closed by Matthew Bateman
From: Incomplete
To: Closed
Duration in Previous: 3m
⏳ 2.0 business days
📄
▶
2 Status: Ready to Bill Dec 16, 6:18 PM
Status: Ready to Bill → Invoice Created
🧾
Invoice Created
Invoice Number: SM-249246

Bottlenecks

Scheduled
Duration: 22.9 business days (threshold: 2.0 business days)
Exceeded by 20.9 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00542995
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Cross-Training
Branch
N/A
Technician
Pero Popovic
Scheduled
Dec 8, 8:00 AM
Created
Nov 12, 11:42 AM
Invoice #
SM-249246

Work Details (17)

Name Type Status Qty Amount Date
WL-03015102 Expenses Open 1 $0.00 Nov 20, 4:02 PM
WL-03015103 Expenses Open 1 $0.00 Nov 20, 4:02 PM
WL-03031067 Labor Open 8.5 $0.00 Dec 9, 8:29 AM
WL-03031068 Labor Open 9.5 $0.00 Dec 9, 8:31 AM
WL-03032536 Labor Open 8.5 $0.00 Dec 10, 8:38 AM
WL-03033843 Labor Open 8.5 $0.00 Dec 11, 8:29 AM
WL-03036106 Labor Open 5 $0.00 Dec 12, 3:18 PM
WL-03037256 Labor Open 10.083333333333 $0.00 Dec 14, 1:16 PM
WL-03037383 Expenses Open 1 $0.00 Dec 14, 5:42 PM
WL-03037386 Expenses Open 1 $0.00 Dec 14, 6:25 PM
WL-03037387 Expenses Open 1 $0.00 Dec 14, 6:26 PM
WL-03037400 Expenses Open 1 $0.00 Dec 14, 6:44 PM
WL-03037401 Expenses Open 1 $0.00 Dec 14, 6:44 PM
WL-03037399 Expenses Open 1 $0.00 Dec 14, 6:44 PM
WL-03037398 Expenses Open 1 $0.00 Dec 14, 6:44 PM
WL-03037402 Expenses Open 1 $0.00 Dec 14, 6:46 PM
WL-03037729 Expenses Open 1 $0.00 Dec 15, 9:58 AM

Details