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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01339291 ↗ ServiceMax

HIGI LLC • Cross-Training • PC

📍 Michael Harris Trunk Stock — 203 Milhollan Dr, Elkton MD, 21921

Jan 22, 2026 → Feb 10, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Feb 7, 2026
✗ SLA Missed (1 biz days late)
Active: 12 biz days
🕐 Clock stopped: Completed (Feb 9, 2026)
▶ Clock Running
Status: Created
Jan 22 → Jan 22, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 22 → Jan 22, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Jan 22 → Jan 23, 2026
1 business day (counted)
Running total: 1 of ? biz days used
11d
▶ Clock Running
Status: Scheduled
Jan 23 → Feb 9, 2026
11 business days (counted)
Running total: 12 of ? biz days used
Created: Jan 22, 2026 Completed: Feb 9, 2026
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Jan 22 → Jan 22 Created ▶ Running 0 0
Jan 22 → Jan 22 Ready for Scheduling ▶ Running 0 0
Jan 22 → Jan 23 Assigned ▶ Running 1 1
Jan 23 → Feb 9 Scheduled ▶ Running 11 12
Dispatch 0.0d
Coordinators 14.1d
Field Work 2.0d
Billing 0.1d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
14.1 days
Over SLA
Field Work
2.0 days
Over SLA
Billing
0.1 days
Created: Jan 22, 2026 Due: Feb 7, 2026 Completed: Feb 10, 2026 (2 days late)
📅
14.0 days Total Age
⏱️
14.0d in Closed Longest Stage
🔄
7 transitions Status Changes
⚠️
25.4d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
28 lines Work Details
🚩
3 visits On-Site Trips
📋
Coordinator Scheduling
🚩
3 On-Site Visits
3 on-site visits — why were multiple trips needed?
Visit 1 Jan 28, 2026
Visit 2 Feb 5, 2026
Visit 3 Feb 6, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00560434
New Training Request
Closed
Training Request: Course: Higi Training Technician: Michael Harris Start Date: 2026-01-20 Mentor: N/A Notes: 1x OJT work order Ending 2/7/2026
Priority
High
Origin
Email
Reason
New Case
Contact
N/A
Owner
Shelby Robinson
Created
Jan 20, 2026
Work Orders from this Case (3)
WO-01339288 Canceled
Cross-Training
Created: Jan 22, 2026
WO-01339289 Canceled
Cross-Training
Created: Jan 22, 2026
WO-01339291 (current) Invoiced
Cross-Training • Michael Harris
Created: Jan 22, 2026 • Closed: Feb 10, 2026
Completed with significant delays
Invoiced • 205 days old
🚨
Primary Delay 14.0 days stuck in "Closed"
⏱️
Total Delay 25.4 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
0.2d / 1.0d SLA
Assigned
1.9d / 0.5d SLA
Scheduled
12.0d / 2.0d SLA
Completed
2.0d / 1.0d SLA
Closed
14.0d / 1.0d SLA
Ready to Bill
0.1d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/20/26 RBerry- Updated serviced date to match work details.

🔧 Work Performed
Kiosk class completed Kiosk EMSAR U courses completed Kiosk OJT w/ Chris Galasso on 2/5 and 2/6
🔍 Technician Findings
Kiosk virtual class w/ Phil Castillo on 1/28 Kiosk EMSAR U courses
⚠️ Problem Description
Training Request: Course: Higi Training Technician: Michael Harris Start Date: 2026-01-20 Mentor: N/A Notes: 1x for CBTs in EU Week ending 2/7/2026

Timeline

📞
Case Linked Jan 20, 10:45 AM
Case Number: 00560434
Subject: New Training Request
Status: Closed
⏳ 3.0 business days
📋
▶
2 Work Order Created Jan 22, 10:19 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Shelby Robinson
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Technician Assigned Jan 22, 11:31 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1h 12m
🗓️
▶
2 Status: Scheduled Jan 23, 9:19 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2026-02-02T13:00:00.000+0000
⚠️ 5.0 business days
⏱️
Labor Added Jan 29, 3:16 PM
Type: Labor
Status: Open
Qty: 2
⚠️ 7.0 business days
⏱️
▶
3 5x Labor Added Feb 6, 9:23 AM
5x Labor Added → 5x Travel Added → Travel Added
🚗
5x Travel Added
Type: Travel, Expenses, Labor
Status: Open
Qty: 17, 9, 58, 1.5
🚗
Travel Added
Type: Travel
Status: Open
Qty: 83
⏳ 1.0 business days
⏱️
3x Labor Added Feb 7, 12:22 PM
Type: Labor
Status: Open
Qty: 1.5666666666667, 1.0833333333333, 2.5
⏱️
▶
2 5x Labor Added Feb 7, 12:27 PM
5x Labor Added → 4x Travel Added
🚗
4x Travel Added
Type: Travel
Status: Open
Qty: 37, 5, 16, 71
💵
4x Expenses Added Feb 7, 12:43 PM
Type: Expenses
Status: Open
Qty: 1
⏳ 0.7 business days
✔️
Status: Completed by Matthew Bateman Feb 9, 5:26 AM
From: Scheduled
To: Completed
Duration in Previous: 16d 20h
⏳ 2.0 business days
🏁
Status: Closed by Shawn Rogers Feb 10, 8:13 AM
From: Completed
To: Closed
Duration in Previous: 1d 2h
🚨 13.9 business days
📄
Status: Ready to Bill by Hannah Shaw Mar 2, 6:53 AM
From: Closed
To: Ready to Bill
Duration in Previous: 19d 22h
📨
Status: Invoice Pending by Hannah Shaw Mar 2, 8:04 AM
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 1h 10m
🚨 10.0 business days
🧾
Invoice Created Mar 15, 9:20 PM
Invoice Number: SM-255304

Bottlenecks

Assigned
Duration: 1.9 business days (threshold: 4.0 business hours)
Exceeded by 1.4 business days
Scheduled
Duration: 12.0 business days (threshold: 2.0 business days)
Exceeded by 10.0 business days
Completed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Closed
Duration: 14.0 business days (threshold: 1.0 business days)
Exceeded by 13.0 business days

🔗 Related Artifacts

📞
Case 00560434
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Cross-Training
Branch
N/A
Technician
Michael Harris
Scheduled
Feb 2, 8:00 AM
Created
Jan 22, 10:19 AM
Invoice #
SM-255304

Work Details (28)

Name Type Status Qty Amount Date
WL-03083570 Labor Open 2 $0.00 Jan 29, 3:16 PM
WL-03094911 Labor Open 0.73333333333333 $0.00 Feb 6, 9:23 AM
WL-03094912 Labor Open 2.7666666666667 $0.00 Feb 6, 9:23 AM
WL-03094913 Labor Open 0.38333333333333 $0.00 Feb 6, 9:23 AM
WL-03094914 Labor Open 0.98333333333333 $0.00 Feb 6, 9:23 AM
WL-03094915 Labor Open 1.1 $0.00 Feb 6, 9:23 AM
WL-03094918 Travel Open 17 $0.00 Feb 6, 9:24 AM
WL-03094919 Travel Open 9 $0.00 Feb 6, 9:24 AM
WL-03094920 Travel Open 58 $0.00 Feb 6, 9:24 AM
WL-03094921 Expenses Open 1 $0.00 Feb 6, 9:24 AM
WL-03094922 Labor Open 1.5 $0.00 Feb 6, 9:25 AM
WL-03094926 Travel Open 83 $0.00 Feb 6, 9:26 AM
WL-03096576 Labor Open 1.5666666666667 $0.00 Feb 7, 12:22 PM
WL-03096577 Labor Open 1.0833333333333 $0.00 Feb 7, 12:22 PM
WL-03096578 Labor Open 2.5 $0.00 Feb 7, 12:22 PM
WL-03096586 Labor Open 0.28333333333333 $0.00 Feb 7, 12:27 PM
WL-03096587 Labor Open 1.6833333333333 $0.00 Feb 7, 12:27 PM
WL-03096588 Labor Open 0.11666666666667 $0.00 Feb 7, 12:27 PM
WL-03096589 Labor Open 2.15 $0.00 Feb 7, 12:27 PM
WL-03096590 Labor Open 1.8666666666667 $0.00 Feb 7, 12:27 PM
WL-03096591 Travel Open 37 $0.00 Feb 7, 12:29 PM
WL-03096592 Travel Open 5 $0.00 Feb 7, 12:29 PM
WL-03096593 Travel Open 16 $0.00 Feb 7, 12:29 PM
WL-03096594 Travel Open 71 $0.00 Feb 7, 12:29 PM
WL-03096606 Expenses Open 1 $0.00 Feb 7, 12:43 PM
WL-03096607 Expenses Open 1 $0.00 Feb 7, 12:43 PM
WL-03096608 Expenses Open 1 $0.00 Feb 7, 12:43 PM
WL-03096609 Expenses Open 1 $0.00 Feb 7, 12:43 PM

Details