Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01339301 ↗ ServiceMax

HIGI LLC • Cross-Training • PC

📍 Michael Russell Trunk Stock — 321 Tyler Texas Place North, Las Vegas NV, 89084

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 0.1d
Coordinators 19.2d
Billing 6.0d
✗ SLA Missed
Dispatch
0.1 days
Coordinators
19.2 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
⏱️
10.7d in Closed Longest Stage
🔄
12 transitions Status Changes
⚠️
28.8d 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 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 (current) Invoiced
Cross-Training • Michael Russell
Created: Jan 22, 2026 • Closed: Feb 16, 2026
Completed with significant delays
Invoiced • 112 days old
🚨
Primary Delay 10.7 days stuck in "Closed"
⏱️
Total Delay 28.8 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.1d / 0.5d SLA
Ready for Scheduling
2.1d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
17.1d / 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

🔧 Work Performed
higi training
🔍 Technician Findings
started higi training
⚠️ Problem Description
Training Request: Course: Higi Technician: Michael Russell Start Date: 2026-01-28 Mentor: Omar Serrano Notes: 1x for CBTs in EU Week 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, 10:31 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
👷
▶
2 Technician Assigned Jan 23, 11:33 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1d 1h
🗓️
▶
2 Status: Scheduled Jan 23, 11:44 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-01-28T14:00:00.000+0000
⚠️ 7.0 business days
🆕
▶
3 Status: Entered Feb 2, 3:34 PM
Status: Entered → Technician Assigned → Status: Entered
👷
Technician Assigned by Michael Burris
Technician: Michael Russell
🆕
Status: Entered by Michael Burris
From: Assigned
To: Entered
Duration in Previous: 3m
📅
Status: Ready for Scheduling by Sherry Reich Feb 2, 4:34 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 56m
👷
▶
3 Technician Assigned Feb 2, 5:16 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 41m, 0m
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-02-02T15:00:00.000+0000
🚨 10.8 business days
✔️
Status: Completed by Michael Russell Feb 16, 1:40 PM
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 13d 20h, 0m
🚨 10.9 business days
✏️
Status: WO Correction Needed by Hannah Shaw Mar 2, 6:56 AM
From: Closed
To: WO Correction Needed
Duration in Previous: 13d 17h
⚠️ 6.0 business days
🏁
Status: Closed by Michael Russell Mar 9, 10:32 AM
From: WO Correction Needed
To: Closed
Duration in Previous: 7d 2h
⚠️ 6.0 business days
📄
▶
3 Status: Ready to Bill Mar 16, 10:29 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: 6.9 business days (threshold: 2.0 business days)
Exceeded by 4.9 business days
Scheduled
Duration: 10.2 business days (threshold: 2.0 business days)
Exceeded by 8.2 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
Feb 2, 10:00 AM
Created
Jan 22, 10:31 AM
Invoice #
SM-256591

Details