Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01350242 ↗ ServiceMax

MIDMARK • Cross-Training • PC

📍 Hector Castaneda Trunk Stock — 4256 North Street, Buffalo NY, 14219

Feb 6, 2026 → Feb 20, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Feb 20, 2026
✓ SLA Met
Active: 9 biz days
🕐 Clock stopped: Completed (Feb 20, 2026)
▶ Clock Running
Status: Created
Feb 6 → Feb 6, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 6 → Feb 6, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 6 → Feb 6, 2026
0 business days (counted)
Running total: 0 of ? biz days used
9d
▶ Clock Running
Status: Scheduled
Feb 6 → Feb 20, 2026
9 business days (counted)
Running total: 9 of ? biz days used
Created: Feb 6, 2026 Completed: Feb 20, 2026
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Feb 6 → Feb 6 Created ▶ Running 0 0
Feb 6 → Feb 6 Ready for Scheduling ▶ Running 0 0
Feb 6 → Feb 6 Assigned ▶ Running 0 0
Feb 6 → Feb 20 Scheduled ▶ Running 9 9
Dispatch 0.0d
Coordinators 10.0d
Field Work 0.2d
✓ SLA Met
Dispatch
0.0 days
Coordinators
10.0 days
Over SLA
Field Work
0.2 days
Created: Feb 6, 2026 Due: Feb 20, 2026 Completed: Feb 20, 2026 (on time)
📅
10.0 days Total Age
⏱️
9.7d in Scheduled Longest Stage
🔄
5 transitions Status Changes
⚠️
10.1d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
15 lines Work Details
🚩
5 visits On-Site Trips
📋
Coordinator Scheduling
🚨
5 On-Site Visits
5 on-site visits — critical red flag: repeated failure to resolve
Visit 1 Feb 16, 2026
Visit 2 Feb 17, 2026
Visit 3 Feb 18, 2026
Visit 4 Feb 19, 2026
Visit 5 Feb 20, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00557922
New Training Request
Closed
1x OJT work order Ending 2/28 Training Request: Course: Midmark Product Technician: Hector Castaneda Mentor: Darek Kirkpatrick Q: Make / Model?: Q: Service Performed?: Q: Mentor?:
Priority
High
Origin
Email
Reason
New Case
Contact
N/A
Owner
Kimberly Hardison
Created
Jan 12, 2026
Work Orders from this Case (4)
WO-01350232 Canceled
Cross-Training
Created: Feb 6, 2026
WO-01350237 Canceled
Cross-Training
Created: Feb 6, 2026
WO-01350241 Canceled
Cross-Training
Created: Feb 6, 2026
WO-01350242 (current) Invoiced
Cross-Training • Hector Castaneda
Created: Feb 6, 2026 • Closed: Feb 20, 2026
Completed with significant delays
Invoiced • 188 days old
🚨
Primary Delay 9.7 days stuck in "Scheduled"
⏱️
Total Delay 10.1 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
0.3d / 1.0d SLA
Scheduled
9.7d / 2.0d SLA
Completed
0.2d / 1.0d SLA
Closed
3.4d / 1.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
2/16/2026 - TRAVEL FROM BUFFALO TO OHIO. 2/17/2026 - MIDMARK TRANING. 2/18/2026 - MIDMARK TRAINING. 2/19/2026 - MIDMARK TRAINING & TRAVEL HOME. 2/20/2026 - Meeting with Sup SRogers and HR. Return rental
🔍 Technician Findings
Midmark training
⚠️ Problem Description
1X Classroom training scheduled for 2/17-2/19 Training Request: Course: Midmark Product Technician: Hector Castaneda

Timeline

📞
Case Linked Jan 12, 8:31 AM
Case Number: 00557922
Subject: New Training Request
Status: Closed
🚨 19.0 business days
📋
▶
2 Work Order Created Feb 6, 11:21 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
3 Technician Assigned Feb 6, 1:30 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 2h 8m, 0m
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-02-16T13:00:00.000+0000
💵
2x Expenses Added Feb 6, 2:36 PM
Type: Expenses
Status: Open
Qty: 1
⚠️ 7.0 business days
💵
2x Expenses Added Feb 17, 10:35 AM
Type: Expenses
Status: Open
Qty: 1
⏱️
2x Labor Added Feb 18, 8:38 AM
Type: Labor, Expenses
Status: Open
Qty: 8.75, 1
⏱️
Labor Added Feb 19, 8:28 AM
Type: Labor
Status: Open
Qty: 9.0833333333333
⏳ 2.0 business days
⏱️
▶
2 4x Labor Added Feb 20, 2:22 PM
4x Labor Added → 2x Labor Added
⏱️
2x Labor Added
Type: Labor, Expenses
Status: Open
Qty: 6.5, 1
💵
▶
2 2x Expenses Added Feb 20, 2:33 PM
2x Expenses Added → Status: Completed
✔️
Status: Completed by Shawn Rogers
From: Scheduled
To: Completed
Duration in Previous: 14d 1h
🏁
Status: Closed by Shawn Rogers Feb 20, 3:52 PM
From: Completed
To: Closed
Duration in Previous: 1h 15m
⏳ 4.0 business days
📄
▶
2 Status: Ready to Bill Feb 25, 12:21 PM
Status: Ready to Bill → Invoice Created
🧾
Invoice Created
Invoice Number: SM-254885

Bottlenecks

Scheduled
Duration: 9.7 business days (threshold: 2.0 business days)
Exceeded by 7.7 business days
Closed
Duration: 3.4 business days (threshold: 1.0 business days)
Exceeded by 2.4 business days

🔗 Related Artifacts

📞
Case 00557922
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Cross-Training
Branch
N/A
Technician
Hector Castaneda
Scheduled
Feb 16, 8:00 AM
Created
Feb 6, 11:21 AM
Invoice #
SM-254885

Work Details (15)

Name Type Status Qty Amount Date
WL-03095511 Expenses Open 1 $0.00 Feb 6, 2:36 PM
WL-03095512 Expenses Open 1 $0.00 Feb 6, 2:36 PM
WL-03108484 Expenses Open 1 $0.00 Feb 17, 10:35 AM
WL-03108485 Expenses Open 1 $0.00 Feb 17, 10:35 AM
WL-03109926 Labor Open 8.75 $0.00 Feb 18, 8:38 AM
WL-03109928 Expenses Open 1 $0.00 Feb 18, 8:39 AM
WL-03111632 Labor Open 9.0833333333333 $0.00 Feb 19, 8:28 AM
WL-03114121 Labor Open 8.5 $0.00 Feb 20, 2:22 PM
WL-03114123 Labor Open 0.75 $0.00 Feb 20, 2:22 PM
WL-03114120 Labor Open 8.75 $0.00 Feb 20, 2:22 PM
WL-03114122 Labor Open 0.25 $0.00 Feb 20, 2:22 PM
WL-03114125 Labor Open 6.5 $0.00 Feb 20, 2:27 PM
WL-03114126 Expenses Open 1 $0.00 Feb 20, 2:27 PM
WL-03114137 Expenses Open 1 $0.00 Feb 20, 2:33 PM
WL-03114138 Expenses Open 1 $0.00 Feb 20, 2:33 PM

Details