Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01352451 ↗ ServiceMax

Direct Fairways • Cross-Training • PC

📍 Ben Heinz Trunk Stock — 9670 Raven St., Firestone CO, 80504

Feb 17, 2026 → Feb 18, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Feb 21, 2026
✓ SLA Met (2 biz days early)
Active: 1 biz days
🕐 Clock stopped: Completed (Feb 18, 2026)
▶ Clock Running
Status: Created
Feb 17 → Feb 17, 2026
0 business days (counted)
Running total: 0 of ? biz days used
1d
▶ Clock Running
Status: Ready for Scheduling
Feb 17 → Feb 18, 2026
1 business day (counted)
Running total: 1 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 18 → Feb 18, 2026
0 business days (counted)
Running total: 1 of ? biz days used
0d
▶ Clock Running
Status: Scheduled
Feb 18 → Feb 18, 2026
0 business days (counted)
Running total: 1 of ? biz days used
Created: Feb 17, 2026 Completed: Feb 18, 2026
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Feb 17 → Feb 17 Created ▶ Running 0 0
Feb 17 → Feb 18 Ready for Scheduling ▶ Running 1 1
Feb 18 → Feb 18 Assigned ▶ Running 0 1
Feb 18 → Feb 18 Scheduled ▶ Running 0 1
Dispatch 0.0d
Coordinators 2.3d
✓ SLA Met
Dispatch
0.0 days
Coordinators
2.3 days
Over SLA
Created: Feb 17, 2026 Due: Feb 21, 2026 Completed: Feb 18, 2026 (3 days early)
📅
1.3 days Total Age
⏱️
6.2d in Closed Longest Stage
🔄
4 transitions Status Changes
⚠️
5.5d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
1 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00569296
New Training Request. Waiting for tech response.
Closed
Dispatch please issue a training work order for CBT in EMSAR U for this technician Course: Direct Fairways Installation Work Instruction Technician: Ben Heinz Start Date: 2026-02-17
Priority
High
Origin
Email
Reason
New Case
Contact
N/A
Owner
Kimberly Hardison
Created
Feb 17, 2026
Work Orders from this Case (1)
WO-01352451 (current) Invoiced
Cross-Training • Ben Heinz
Created: Feb 17, 2026 • Closed: Feb 18, 2026
Completed with minor delays
Invoiced • 177 days old
🚨
Primary Delay 6.2 days stuck in "Closed"
⏱️
Total Delay 5.5 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
1.3d / 1.0d SLA
Scheduled
1.0d / 2.0d SLA
Closed
6.2d / 1.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
EmsarU training completed Document downloaded ftom sharepoint for reference
🔍 Technician Findings
NA
⚠️ Problem Description
Dispatch please issue a training work order for CBT in EMSAR U for this technician Course: Direct Fairways Installation Work Instruction Technician: Ben Heinz Start Date: 2026-02-17

Timeline

📞
Case Linked Feb 17, 2:00 PM
Case Number: 00569296
Subject: New Training Request. Waiting for tech response.
Status: Closed
📋
▶
2 Work Order Created Feb 17, 4:32 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered
To: Ready for Scheduling
Duration in Previous: 2m
👷
▶
3 Technician Assigned Feb 18, 8:43 AM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 16h 9m, 0m
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-02-18T15:00:00.000+0000
⏱️
▶
2 Labor Added Feb 18, 5:08 PM
Labor Added → Status: Completed
✔️
Status: Completed by Ben Heinz
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 8h 25m, 0m
⚠️ 6.8 business days
📄
Status: Ready to Bill by Hannah Shaw Feb 26, 7:55 AM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 7d 14h, 0m
⏳ 3.0 business days
🧾
Invoice Created Mar 2, 8:52 AM
Invoice Number: SM-254932

Bottlenecks

Ready for Scheduling
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.4 business hours
Closed
Duration: 6.2 business days (threshold: 1.0 business days)
Exceeded by 5.2 business days

🔗 Related Artifacts

📞
Case 00569296
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Cross-Training
Branch
N/A
Technician
Ben Heinz
Scheduled
Feb 18, 10:00 AM
Created
Feb 17, 4:32 PM
Invoice #
SM-254932

Work Details (1)

Name Type Status Qty Amount Date
WL-03110856 Labor Open 0.5 $0.00 Feb 18, 5:08 PM

Details