Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01339298 ↗ ServiceMax

HIGI LLC • Cross-Training • PC

📍 Omar Serrano Trunk Strock — 5411 Via Corona Street, Los Angeles CA, 90022

Jan 22, 2026 → Feb 16, 2026

✅ Completed
PC Per client agreement
Target: Feb 13, 2026
🕐 Clock stopped: Completed (Feb 16)
✗ SLA Missed (2d late)
Dispatch 0.0d
Coordinators 18.9d
Billing 6.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
18.9 days
Over SLA
Billing
6.0 days
Created: Jan 22, 2026 Due: Feb 13, 2026 Completed: Feb 16, 2026 (2 days late)
📅
18.0 days Total Age
⏱️
16.9d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
30.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
0 lines Work Details
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00560483
New Training Request
Closed
Training Request: Course: Higi Technician: Michael Russell Start Date: 2026-01-28 Mentor: Omar Serrano 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-01339298 (current) Invoiced
Cross-Training • Michael Russell
Created: Jan 22, 2026 • Closed: Feb 16, 2026
WO-01339300 Canceled
Cross-Training • Michael Russell
Created: Jan 22, 2026
WO-01339301 Invoiced
Cross-Training • Michael Russell
Created: Jan 22, 2026 • Closed: Feb 16, 2026
Completed with significant delays
Invoiced • 112 days old
🚨
Primary Delay 16.9 days stuck in "Scheduled"
⏱️
Total Delay 30.6 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
2.0d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
16.9d / 2.0d SLA
Closed
16.7d / 1.0d SLA
WO Correction Needed
6.0d
Ready to Bill
0.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

3.2.26 hshaw - missing Labor Training hour

2/20/26 RBerry- Chattered: @Nicholas Willick​ @Michael Russell​ I noticed there is no time entered on this WO. Can you confirm if the OJT was completed, or if this WO needs to be canceled? If this was completed, please ensure time is added to the WO. @David Carvalho​ 

🔧 Work Performed
higi training
🔍 Technician Findings
higi training
⚠️ Problem Description
Training Request: Course: Higi Technician: Michael Russell Start Date: 2026-01-28 Mentor: Omar Serrano Notes:1x OJT work order Ending 2/7/2026

Timeline

📞
Case Linked Jan 20, 11:59 AM
Case Number: 00560483
Subject: New Training Request
Status: Closed
⏳ 3.0 business days
📋
▶
2 Work Order Created Jan 22, 10:29 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
⏳ 2.0 business days
👷
▶
4 Technician Assigned Jan 23, 11:44 AM
Technician Assigned → Status: Assigned → Status: Scheduled → Dispatch Scheduled
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1d 1h
🗓️
Status: Scheduled by Michael Burris
From: Assigned
To: Scheduled
Duration in Previous: 1m
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-01-28T15:00:00.000+0000
🚨 17.0 business days
✔️
Status: Completed by Michael Russell Feb 16, 1:42 PM
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 24d 1h, 0m
🚨 10.9 business days
✏️
Status: WO Correction Needed by Hannah Shaw Mar 2, 6:57 AM
From: Closed
To: WO Correction Needed
Duration in Previous: 13d 17h
⚠️ 6.0 business days
🏁
Status: Closed by Michael Russell Mar 9, 10:33 AM
From: WO Correction Needed
To: Closed
Duration in Previous: 7d 2h
⚠️ 6.0 business days
📄
▶
3 Status: Ready to Bill Mar 16, 10:28 AM
Status: Ready to Bill → Status: Invoice Pending → Invoice Created
📨
Status: Invoice Pending by Hannah Shaw
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 2m, 0m
🧾
Invoice Created
Invoice Number: SM-256591

Bottlenecks

Ready for Scheduling
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Scheduled
Duration: 16.9 business days (threshold: 2.0 business days)
Exceeded by 14.9 business days
Closed
Duration: 10.7 business days (threshold: 1.0 business days)
Exceeded by 9.7 business days
Closed
Duration: 6.0 business days (threshold: 1.0 business days)
Exceeded by 5.0 business days

🔗 Related Artifacts

📞
Case 00560483
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Cross-Training
Branch
N/A
Technician
Michael Russell
Scheduled
Jan 28, 10:00 AM
Created
Jan 22, 10:29 AM
Invoice #
SM-256591

Details