Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01243443 ↗ ServiceMax

PHILIPS HEALTHCARE • FCO • PC

📍 UR Medicine Highland Hospital — 1000 South Ave, Rochester NY, 14620

Jan 30, 2025 → May 1, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Dec 31, 2026
✓ SLA Met (165 biz days early)
Active: 312 biz days
🕐 Clock stopped: Completed (May 1, 2026)
▶ Clock Running
Status: Created
Jan 31 → Jan 31, 2025
0 business days (counted)
Running total: 0 of ? biz days used
132d
▶ Clock Running
Status: On Hold
Jan 31 → Aug 11, 2025
132 business days (counted)
Running total: 132 of ? biz days used
172d
▶ Clock Running
Status: Ready for Scheduling
Aug 11 → Apr 21, 2026
172 business days (counted)
Running total: 304 of ? biz days used
▶ Clock Running
Status: On Hold
Apr 21 → Apr 27, 2026
4 business days (counted)
Running total: 308 of ? biz days used
▶ Clock Running
Status: Assigned
Apr 27 → Apr 27, 2026
0 business days (counted)
Running total: 308 of ? biz days used
▶ Clock Running
Status: Scheduled
Apr 27 → May 1, 2026
4 business days (counted)
Running total: 312 of ? biz days used
Created: Jan 31, 2025 Completed: May 1, 2026
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Jan 31 → Jan 31 Created ▶ Running 0 0
Jan 31 → Aug 11 On Hold ▶ Running 132 132
Aug 11 → Apr 21 Ready for Scheduling ▶ Running 172 304
Apr 21 → Apr 27 On Hold ▶ Running 4 308
Apr 27 → Apr 27 Assigned ▶ Running 0 308
Apr 27 → May 1 Scheduled ▶ Running 4 312
Dispatch 1.0d
Holding 137.8d (excluded)
Coordinators 178.0d
Field Work 0.0d
Billing 1.4d
✓ SLA Met
Dispatch
1.0 days
Over SLA
Holding (excluded from total)
137.8 days
Coordinators
178.0 days
Over SLA
Field Work
0.0 days
Billing
1.4 days
Over SLA
Created: Jan 31, 2025 Due: Dec 31, 2026 Completed: May 1, 2026 (244 days early)
📅
313.0 days Total Age
⏱️
173.0d in Ready for Scheduling Longest Stage
🔄
9 transitions Status Changes
⚠️
177.3d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
4 lines Work Details
🏠
2 visits On-Site Trips
📋
Coordinator Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
Visit 1 Apr 27, 2026
Visit 2 Apr 30, 2026

AI Analysis

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Generating AI analysis...
Completed with significant delays
Invoiced • 561 days old
🚨
Primary Delay 173.0 days stuck in "Ready for Scheduling"
⏱️
Total Delay 177.3 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
1.0d / 0.5d SLA
On Hold
137.8d
Ready for Scheduling
173.0d / 1.0d SLA
Scheduled
5.0d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.4d / 1.0d SLA
07e-Partial Project
2.8d
Ready to Bill
1.4d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

04/27/2026 mklose dispatch April to close ANR

04/21/2026 ARoosa - Recvd. email from Rob John stating these devices are no longer part of their active inventory and per their documents they were retired in 2019

04/20/2026 ARoosa - Sent fu email to timothy_liebert@urmc.rochester.edu, to see if any devices have became available yet. 

01/15/2026 MHamersley - waiting to schedule when FSE / devices become available


12/03/2025 MHamersley - called 585-474-8079, call went to VM/LM; sent f/u email: timothy_liebert@urmc.rochester.edu


10/17/2025 MHamersley - called 585.473.2200, xfer to Support Svcs, they are already closed for day; sent f/u email: 

timothy_liebert@urmc.rochester.edu 


07/17/2025 YEspino Called 585-341-9558 to speak to Reynaldo Tanega to verify the 5 devices in question. Was unable to speak to him so i left a message.


05/09/2025 Rbailey - Called 585.473.2200 Asked for Support Services. Then asked for CE. Spoke with Tim Liebert. He confirmed 4 of the devices and said the 5th is not in his system. Sending email to loop in Planner. Cell 585.474.8079

timothy_liebert@urmc.rochester.edu


05/08/2025 Rbailey - Called 585.473.2200 Spoke with the Switchboard. She said that you need CB and ask for Support Services


04/25/2025 MHamersley - called 585-473-2200, transferred to Bio Med, kept getting transferred to wrong depts, will try again Monday


Case# 0121083126; SN: DE43804333, DE43804485, DE43804553, DE43804588, DE43804607

🔧 Work Performed
ANR
🔍 Technician Findings
ANR
⚠️ Problem Description
866173 IntelliVue G7m Anesthesia Gas Module - Exchange of G7m Gas Modules with potential pump issue
📄 Description
Philips - IntelliVue G7m Anesthesia Gas Module
📞 Call Description
FCO86201958

Timeline

📋
Work Order Created Jan 30, 9:42 PM
Work Order: WO-01243443
Type: FCO
Priority: PC
⏸️
Status: On Hold by Diana Cox Jan 31, 10:21 AM
From: Entered
To: On Hold
Duration in Previous: 12h 39m
🚨 132.8 business days
📅
Status: Ready for Scheduling by Cristina Everetts Aug 11, 7:38 AM
From: On Hold
To: Ready for Scheduling
Duration in Previous: 191d 20h
🚨 173.0 business days
⏸️
Status: On Hold by Angela Roosa Apr 21, 1:41 PM
From: Ready for Scheduling
To: On Hold
Duration in Previous: 253d 6h
⚠️ 5.0 business days
👷
▶
3 Technician Assigned Apr 27, 11:51 AM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Megan Klose
From: On Hold, Assigned
To: Assigned, Scheduled
Duration in Previous: 5d 22h, 0m
📅
Dispatch Scheduled by Megan Klose
Scheduled For: 2026-04-27T04:00:00.000+0000
⏳ 4.0 business days
⏱️
3x Labor Added Apr 30, 8:59 AM
Type: Labor, Expenses
Status: Open
Qty: 0.25, 8, 1
⏳ 2.0 business days
✔️
▶
2 Status: Completed May 1, 4:44 PM
Status: Completed → Status: Closed
🏁
Status: Closed by April Nuovo
From: Completed
To: Closed
Duration in Previous: 2m
⏳ 2.9 business days
⏱️
▶
2 Labor Added May 5, 1:50 PM
Labor Added → Status: 07e-Partial Project
📋
Status: 07e-Partial Project by Timothy Amburgey
From: Closed
To: 07e-Partial Project
Duration in Previous: 3d 21h
⏳ 3.0 business days
📄
Status: Ready to Bill by Timothy Amburgey May 7, 4:43 PM
From: 07e-Partial Project
To: Ready to Bill
Duration in Previous: 2d 2h
💰
Status: Invoiced by Josh Longway May 8, 4:00 AM
From: Ready to Bill
To: Invoiced
Duration in Previous: 11h 17m

Bottlenecks

Entered
Duration: 1.0 business days (threshold: 4.0 business hours)
Exceeded by 4.0 business hours
Ready for Scheduling
Duration: 173.0 business days (threshold: 1.0 business days)
Exceeded by 172.0 business days
Scheduled
Duration: 5.0 business days (threshold: 2.0 business days)
Exceeded by 3.0 business days
Closed
Duration: 2.4 business days (threshold: 1.0 business days)
Exceeded by 1.4 business days
Ready to Bill
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.3 business hours

🔗 Related Artifacts

No related artifacts

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
FCO
Branch
ERLA - PROD
Technician
April Nuovo
Scheduled
Apr 27, 12:00 AM
Created
Jan 30, 9:42 PM
Invoice #
N/A

Work Details (4)

Name Type Status Qty Amount Date
WL-03208615 Labor Open 0.25 $775.00 Apr 30, 8:59 AM
WL-03208616 Labor Open 8 $237.50 Apr 30, 8:59 AM
WL-03208617 Expenses Open 1 $0.00 Apr 30, 8:59 AM
WL-03214952 Labor Open 0.016666666666667 $190.00 May 5, 1:50 PM

Details