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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01332999 ↗ ServiceMax

NEWCOMER CREMATIONS FUNERALS RECEPTIONS • Repair • P7

📍 Newcomer Funeral - Orlando, FL — 895 S Goldenrod Road, Orlando FL, 32822

Jan 6, 2026 → Jan 22, 2026

✅ Completed
P7 7 business days from creation
Target: Jan 15, 2026
🕐 Clock stopped: Completed (Jan 22)
✗ SLA Missed (6d late)
Dispatch 0.0d
Coordinators 13.1d
Field Work 1.9d
Billing 0.2d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
13.1 days
Over SLA
Field Work
1.9 days
Over SLA
Billing
0.2 days
Created: Jan 6, 2026 Due: Jan 15, 2026 Completed: Jan 22, 2026 (6 days late)
📅
12.3 days Total Age
⏱️
6.4d in Scheduled Longest Stage
🔄
12 transitions Status Changes
⚠️
9.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
7 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits (1 reschedule)
2 on-site visits — follow-up trip required
👤 Self-scheduled by Rozier Cole — scheduling delays attributed to technician, not coordinators
Visit 1 Jan 20, 2026
Visit 2 Jan 21, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00556079
EMS L2 Review
Closed
Q-00031840 1 Of 2 Two Junkin Church Trucks Model #GH300BR The wheels are locking while trying to move. Customer did not have SNs. The technician will need to evaluate the unit and determine if parts are needed for repairs.
Priority
High
Origin
Phone
Reason
New Case
Contact
Joan Tuggle
Owner
Kimberly Hardison
Created
Jan 5, 2026
Work Orders from this Case (2)
WO-01332999 (current) Invoiced
Repair • Rozier Cole
Created: Jan 6, 2026 • Closed: Jan 22, 2026
WO-01333003 Invoiced
Repair • Rozier Cole
Created: Jan 6, 2026 • Closed: Jan 22, 2026
Completed with minor delays
Invoiced • 128 days old
🚨
Primary Delay 6.4 days stuck in "Scheduled"
⏱️
Total Delay 9.6 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
1.3d / 1.0d SLA
Assigned
0.4d / 0.5d SLA
Scheduled
10.8d / 2.0d SLA
Reschedule
0.5d / 2.0d SLA
Tech On Site
1.9d / 1.0d SLA
Closed
2.6d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA
Billing Review
0.2d / 2.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1/26/2026 DPatton - chatter to tech to add SN

1/15 MOwens Joan replied back that next Wed. 1/21 works for her. Arrival will be between 9-10am.

1/15/26 AJinerson - Email logged on WO-01333003. Sent email to Joan as well, letting her know we will need to reschedule tech visit.


1/15/26 AJinerson - Call logged on WO-01333003. Left VM for Joan regarding needing to reschedule tech visit due to unforeseen circumstances. 


1/7/26 AJinerson - Call logged on WO-01332999. Spoke with Joan and confirmed tech visit for Thursday, 1/15 with eta between 2pm-4pm.

POC onsite: Eric Ollier

Arrival instructions: Please have tech ask for Eric Ollier upon arrival. Eric will assist from there. 

🔧 Work Performed
EVALUATION - TIGHTENED UNITS BOLTS- LUBE MOVING PARTS - RELAYED INFO TO CX ABOUT MISSING PARTS
🔍 Technician Findings
FOUND UNIT NEEDING REPAIR
⚠️ Problem Description
Q-00031840 1 Of 2 Two Junkin Church Trucks Model #GH300BR The wheels are locking while trying to move. Customer did not have SNs. The technician will need to evaluate the unit and determine if parts are needed for repairs. https://www.ebiotrack.com/workorder.php?wo=70694
📄 Description
Junkin CH-300 (Series) Church Truck (CH-300GD, CH-300CR, CH-300BR, CH-300SBK, CH-300-S, CH-300-G, CH-300-B)

Timeline

📞
Case Linked Jan 5, 1:35 PM
Case Number: 00556079
Subject: EMS L2 Review
Status: Closed
⏳ 2.0 business days
📋
▶
2 Work Order Created Jan 6, 4:38 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered
To: Ready for Scheduling
Duration in Previous: 1m
👷
▶
2 Status: Assigned Jan 7, 12:30 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Abby Jinerson
Technician: Craig Walker
🗓️
▶
2 Status: Scheduled Jan 7, 3:30 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Abby Jinerson
Scheduled For: 2026-01-15T19:00:00.000+0000
⚠️ 6.0 business days
📅
Dispatch Scheduled by Craig Walker Jan 14, 6:32 PM
Scheduled For: 2026-01-15T23:30:00.000+0000
🔄
Status: Reschedule by Abby Jinerson Jan 15, 11:05 AM
From: Scheduled
To: Reschedule
Duration in Previous: 7d 19h
👷
▶
2 Technician Assigned Jan 15, 3:11 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Reschedule
To: Assigned
Duration in Previous: 4h 6m
🗓️
▶
2 Status: Scheduled Jan 15, 3:42 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2026-01-21T14:00:00.000+0000
⚠️ 5.0 business days
🔧
Status: Tech On Site by Rozier Cole Jan 21, 11:53 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 20h
⏳ 2.0 business days
⏱️
▶
2 7x Labor Added Jan 22, 2:32 PM
7x Labor Added → Status: Completed
✔️
Status: Completed by Rozier Cole
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 1d 2h, 0m
⏳ 3.0 business days
📄
Status: Ready to Bill by Diane Patton Jan 26, 8:58 AM
From: Closed
To: Ready to Bill
Duration in Previous: 3d 18h
💵
Status: Billing Review by Diane Patton Jan 26, 9:04 AM
From: Ready to Bill
To: Billing Review
Duration in Previous: 6m
📄
Status: Ready to Bill by Diane Patton Jan 26, 10:28 AM
From: Billing Review, Ready to Bill
To: Ready to Bill, Invoice Pending
Duration in Previous: 1h 23m, 0m
💰
Status: Invoiced by Diane Patton Jan 26, 10:37 AM
From: Invoice Pending
To: Invoiced
Duration in Previous: 8m
⚠️ 6.0 business days
🧾
Invoice Created Feb 2, 8:42 AM
Invoice Number: SM-252186

Bottlenecks

Ready for Scheduling
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.3 business hours
Scheduled
Duration: 6.4 business days (threshold: 2.0 business days)
Exceeded by 4.4 business days
Scheduled
Duration: 4.4 business days (threshold: 2.0 business days)
Exceeded by 2.4 business days
Tech On Site
Duration: 1.9 business days (threshold: 1.0 business days)
Exceeded by 7.1 business hours
Closed
Duration: 2.6 business days (threshold: 1.0 business days)
Exceeded by 1.6 business days

🔗 Related Artifacts

📞
Case 00556079
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P7
Type
Repair
Branch
ERLA - PROD
Technician
Rozier Cole
Scheduled
Jan 21, 9:00 AM
Created
Jan 6, 4:38 PM
Invoice #
SM-252186

Work Details (7)

Name Type Status Qty Amount Date
WL-03075199 Labor Open 8 $1,040.00 Jan 22, 2:32 PM
WL-03075200 Labor Open 0.25 $32.50 Jan 22, 2:32 PM
WL-03075201 Labor Open 0.25 $32.50 Jan 22, 2:32 PM
WL-03075202 Labor Open 1.25 $162.50 Jan 22, 2:32 PM
WL-03075203 Travel Open 440 $308.00 Jan 22, 2:32 PM
WL-03075204 Travel Open 10 $7.00 Jan 22, 2:32 PM
WL-03075205 Expenses Open 1 $0.00 Jan 22, 2:32 PM

Details