Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01328893 ↗ ServiceMax

EMSAR HOUSE ACCOUNT • New Hire Training • PC

📍 Hector Castaneda Trunk Stock — 4256 North Street, Buffalo NY, 14219

Jan 2, 2026 → Jan 9, 2026

✅ Completed
PC Per client agreement
Target: Jan 10, 2026
🕐 Clock stopped: Tech Off Site (Jan 9)
✓ SLA Met (1d early)
Dispatch 0.0d
Coordinators 6.4d
Field Work 0.0d
Billing 0.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
6.4 days
Over SLA
Field Work
0.0 days
Billing
0.0 days
Created: Jan 2, 2026 Due: Jan 10, 2026 Completed: Jan 9, 2026 (1 days early)
📅
5.5 days Total Age
⏱️
4.9d in Scheduled Longest Stage
🔄
7 transitions Status Changes
⚠️
3.8d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 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 Hector Castaneda — scheduling delays attributed to technician, not coordinators
Visit 1 Jan 5, 2026
Visit 2 Jan 6, 2026
Visit 3 Jan 7, 2026
Visit 4 Jan 8, 2026
Visit 5 Jan 9, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00555634
Personnel Action Form Needs Acknowledgement
Closed
1x Impact/Onboarding Week 1/5/2026 - 1/10/2026
Priority
High
Origin
Email
Reason
New Case
Contact
N/A
Owner
Kimberly Hardison
Created
Jan 2, 2026
Work Orders from this Case (2)
WO-01328893 (current) Invoiced
New Hire Training • Hector Castaneda
Created: Jan 2, 2026 • Closed: Jan 9, 2026
WO-01328898 Invoiced
New Hire Training • Hector Castaneda
Created: Jan 2, 2026 • Closed: Jan 17, 2026
Completed with minor delays
Invoiced • 132 days old
🚨
Primary Delay 4.9 days stuck in "Scheduled"
⏱️
Total Delay 3.8 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
1.5d / 1.0d SLA
Scheduled
4.9d / 2.0d SLA
Tech Off Site
0.0d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.3d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
1x Impact/Onboarding Week 1/5/2026 - 1/10/2026
🔍 Technician Findings
1x Impact/Onboarding Week 1/5/2026 - 1/10/2026
⚠️ Problem Description
1x Impact/Onboarding Week 1/5/2026 - 1/10/2026

Timeline

📞
Case Linked Jan 2, 1:54 PM
Case Number: 00555634
Subject: Personnel Action Form Needs Acknowledgement
Status: Closed
📋
▶
2 Work Order Created Jan 2, 2:37 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
⏳ 2.0 business days
👷
▶
3 Technician Assigned Jan 5, 11:51 AM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 2d 21h, 0m
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-01-05T13:00:00.000+0000
⚠️ 5.0 business days
🔧
▶
2 Status: Tech On Site Jan 9, 4:04 PM
Status: Tech On Site → Status: Completed
✔️
Status: Completed by Hector Castaneda
From: Tech Off Site
To: Completed
Duration in Previous: 1m
⏱️
▶
2 5x Labor Added Jan 9, 4:13 PM
5x Labor Added → Status: Closed
🏁
Status: Closed by Hector Castaneda
From: Completed
To: Closed
Duration in Previous: 10m
⏳ 2.0 business days
📄
▶
3 Status: Ready to Bill Jan 12, 2:06 PM
Status: Ready to Bill → Status: Invoice Pending → Invoice Created
📨
Status: Invoice Pending by Diane Patton
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 1m, 0m
🧾
Invoice Created
Invoice Number: SM-251010

Bottlenecks

Ready for Scheduling
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 4.4 business hours
Scheduled
Duration: 4.9 business days (threshold: 2.0 business days)
Exceeded by 2.9 business days
Closed
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.7 business hours

🔗 Related Artifacts

📞
Case 00555634
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
New Hire Training
Branch
N/A
Technician
Hector Castaneda
Scheduled
Jan 5, 8:00 AM
Created
Jan 2, 2:37 PM
Invoice #
SM-251010

Work Details (5)

Name Type Status Qty Amount Date
WL-03060040 Labor Open 8 $0.00 Jan 9, 4:13 PM
WL-03060041 Labor Open 8 $0.00 Jan 9, 4:13 PM
WL-03060042 Labor Open 8 $0.00 Jan 9, 4:13 PM
WL-03060043 Labor Open 8 $0.00 Jan 9, 4:13 PM
WL-03060044 Labor Open 8 $0.00 Jan 9, 4:13 PM

Details