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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01340320 ↗ ServiceMax

Direct Fairways • Installation • PC

📍 Cherokee Ridge Golf Course — 1850 Tuskegee Pl, Colorado Springs CO, 80915

Jan 28, 2026 → Mar 10, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Feb 27, 2026
✗ SLA Missed
Active: 20 biz days
Paused: 8 biz days
🕐 Clock stopped: Completed (Mar 10, 2026)
🏭 Customer Supplied Parts (2)
▶ Clock Running
Status: Created
Jan 28 → Jan 28, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 28 → Jan 28, 2026
0 business days (counted)
Running total: 0 of ? biz days used
14d
▶ Clock Running
Status: Assigned
Jan 28 → Feb 18, 2026
14 business days (counted)
Running total: 14 of ? biz days used
⏸ Clock Paused
Status: Awaiting Parts
Feb 18 → Feb 18, 2026
0 business days (not counted)
▶ Clock Running
Status: L2 Screening
Feb 18 → Feb 18, 2026
0 business days (counted)
Running total: 14 of ? biz days used
⏸ Clock Paused
Status: Awaiting Parts
Feb 18 → Feb 19, 2026
1 business day (not counted)
▶ Clock Running
Status: Production
Feb 19 → Feb 19, 2026
0 business days (counted)
Running total: 14 of ? biz days used
2d
▶ Clock Running
Status: Ready for Scheduling
Feb 19 → Feb 23, 2026
2 business days (counted)
Running total: 16 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 23 → Feb 23, 2026
0 business days (counted)
Running total: 16 of ? biz days used
▶ Clock Running
Status: Scheduled
Feb 23 → Feb 26, 2026
3 business days (counted)
Running total: 19 of ? biz days used
▶ Clock Running
Status: Reschedule
Feb 26 → Feb 26, 2026
0 business days (counted)
Running total: 19 of ? biz days used
▶ Clock Running
Status: Entered
Feb 26 → Feb 27, 2026
1 business day (counted)
Running total: 20 of ? biz days used
▶ Clock Running
Status: L2 Screening
Feb 27 → Feb 27, 2026
0 business days (counted)
Running total: 20 of ? biz days used
⏸7d
⏸ Clock Paused
Status: Awaiting Parts
Feb 27 → Mar 10, 2026
7 business days (not counted)
Created: Jan 28, 2026 Completed: Mar 10, 2026
Show SLA Clock Detail (14 periods)
Period Status Clock Biz Days Running Total
Jan 28 → Jan 28 Created ▶ Running 0 0
Jan 28 → Jan 28 Ready for Scheduling ▶ Running 0 0
Jan 28 → Feb 18 Assigned ▶ Running 14 14
Feb 18 → Feb 18 Awaiting Parts ⏸ Paused 0 —
Feb 18 → Feb 18 L2 Screening ▶ Running 0 14
Feb 18 → Feb 19 Awaiting Parts ⏸ Paused 1 —
Feb 19 → Feb 19 Production ▶ Running 0 14
Feb 19 → Feb 23 Ready for Scheduling ▶ Running 2 16
Feb 23 → Feb 23 Assigned ▶ Running 0 16
Feb 23 → Feb 26 Scheduled ▶ Running 3 19
Feb 26 → Feb 26 Reschedule ▶ Running 0 19
Feb 26 → Feb 27 Entered ▶ Running 1 20
Feb 27 → Feb 27 L2 Screening ▶ Running 0 20
Feb 27 → Mar 10 Awaiting Parts ⏸ Paused 7 —
Dispatch 2.0d
Material Management 9.4d
Coordinators 21.9d
Field Work 0.0d
Billing 0.0d
✗ SLA Missed
Dispatch
2.0 days
Over SLA
Material Management
9.4 days
Over SLA
Coordinators
21.9 days
Over SLA
Field Work
0.0 days
Billing
0.0 days
Created: Jan 28, 2026 Due: Feb 27, 2026 Completed: Mar 10, 2026 (10 days late)
📅
29.0 days Total Age
⏱️
14.7d in Assigned Longest Stage
🔄
16 transitions Status Changes
⚠️
24.9d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
2 lines Work Details
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00562786
Cherokee Ridge Golf Course
Closed
Installation Exact Kiosk Location : Back wall near clubroom power available : yes Requested Install Date: Any weekday Known or suspected parts needed: Bring ethernet cable just in case.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Paul Young
Owner
Erin Martin
Created
Jan 28, 2026
Work Orders from this Case (1)
WO-01340320 (current) Invoiced
Installation • Ben Heinz
Created: Jan 28, 2026 • Closed: Mar 10, 2026
Completed with significant delays
Invoiced • 197 days old
🚨
Primary Delay 14.7 days stuck in "Assigned"
⏱️
Total Delay 24.9 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
1.6d / 0.5d SLA
Ready for Scheduling
3.3d / 1.0d SLA
Assigned
14.7d / 0.5d SLA
Awaiting Parts
9.4d / 3.0d SLA
L2 Screening
0.1d / 1.0d SLA
Production
0.4d / 2.0d SLA
Scheduled
4.0d / 2.0d SLA
Reschedule
0.0d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.8d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

BC 3/10: WO needs serviced and closed as the replacement kiosk is on WO 1355805


3/6/25 CDempsey- touching base with Phil to avoid falling through the cracks.

BC 2/24: This will ship UPS next day

🔧 Work Performed
Kiosk arrived damaged in shipping. Replacement WO 1355805
🔍 Technician Findings
Kiosk arrived damaged in shipping. Replacement WO 1355805
⚠️ Problem Description
Installation Exact Kiosk Location : Back wall near clubroom power available : yes Requested Install Date: Any weekday Known or suspected parts needed: Bring ethernet cable just in case.
📄 Description
Direct Fairways 43" Vertical Kiosk (First Lot)

Timeline

📞
Case Linked Jan 28, 9:49 AM
Case Number: 00562786
Subject: Cherokee Ridge Golf Course
Status: Closed
📋
▶
2 Work Order Created Jan 28, 11:09 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Erin Martin
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Technician Assigned Jan 28, 1:31 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Rhea Berry
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2h 21m
🚨 15.0 business days
📦
Status: Awaiting Parts by Nicole Floyd Feb 18, 3:22 PM
From: Assigned
To: Awaiting Parts
Duration in Previous: 21d 1h
🔍
Status: L2 Screening by Nicole Floyd Feb 18, 3:48 PM
From: Awaiting Parts
To: L2 Screening
Duration in Previous: 26m
📦
▶
2 Parts Requested Feb 18, 4:12 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Joseph Whalen
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 24m
🏭
Status: Production by Brendan Chaney Feb 19, 8:24 AM
From: Awaiting Parts
To: Production
Duration in Previous: 16h 11m
📅
Status: Ready for Scheduling by Bryan Allphin Feb 19, 11:19 AM
From: Production
To: Ready for Scheduling
Duration in Previous: 2h 55m
⏳ 3.0 business days
👷
▶
3 Technician Assigned Feb 23, 9:06 AM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 3d 21h, 0m
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-02-27T16:00:00.000+0000
⏳ 2.0 business days
🔩
2x Parts Added Feb 24, 3:20 PM
Type: Parts, Expenses
Status: Open
Qty: 1
⏳ 3.0 business days
🔄
▶
2 Status: Reschedule Feb 26, 2:32 PM
Status: Reschedule → Status: Entered
🆕
Status: Entered by Kaitlyn Kelch
From: Reschedule
To: Entered
Duration in Previous: 2m
🔍
▶
3 Status: L2 Screening Feb 27, 10:11 AM
Status: L2 Screening → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00091203
Status: Canceled
📦
Status: Awaiting Parts by Phillip Castillo
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 3m
⚠️ 8.0 business days
✔️
▶
4 Status: Completed Mar 10, 9:00 AM
Status: Completed → Technician Assigned → Dispatch Scheduled → Status: Closed
👷
Technician Assigned by Brendan Chaney
Technician: a0hF0000005S4k3IAC, Ben Heinz
📅
Dispatch Scheduled by Brendan Chaney
Scheduled For: 2026-02-26T17:00:00.000+0000
🏁
Status: Closed by Brendan Chaney
From: Completed
To: Closed
Duration in Previous: 3m
📄
▶
2 Status: Ready to Bill Mar 11, 2:01 AM
Status: Ready to Bill → Status: Invoice Pending
📨
Status: Invoice Pending by Hannah Shaw
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 2m, 0m
🚨 78.0 business days
🧾
Invoice Created Jun 30, 4:31 PM
Invoice Number: SM-256122

Bottlenecks

Assigned
Duration: 14.7 business days (threshold: 4.0 business hours)
Exceeded by 14.2 business days
Ready for Scheduling
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Entered
Duration: 1.6 business days (threshold: 4.0 business hours)
Exceeded by 1.1 business days
Awaiting Parts
Duration: 8.0 business days (threshold: 3.0 business days)
Exceeded by 5.0 business days
Closed
Duration: 1.8 business days (threshold: 1.0 business days)
Exceeded by 6.0 business hours

🔗 Related Artifacts

📞
Case 00562786
Closed
📦
Parts Order 00090654
Closed
📦
Parts Order 00091203
Canceled

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Installation
Branch
N/A
Technician
Ben Heinz
Scheduled
Feb 26, 12:00 PM
Created
Jan 28, 11:09 AM
Invoice #
SM-256122

Work Details (2)

Name Type Status Qty Amount Date
WL-03118035 Parts Open 1 $0.00 Feb 24, 3:20 PM
WL-03118036 Expenses Open 1 $529.28 Feb 24, 3:20 PM

Details