Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01243518 ↗ ServiceMax

PHILIPS HEALTHCARE • FCO • PC

📍 Harlem Hospital Center — 506 Malcolm X Blvd, New York NY, 10037

Jan 30, 2025 → Apr 24, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Dec 31, 2026
✓ SLA Met (170 biz days early)
Active: 267 biz days
Paused: 40 biz days
🕐 Clock stopped: Tech Off Site (Apr 24, 2026)
▶ Clock Running
Status: Created
Jan 31 → Jan 31, 2025
0 business days (counted)
Running total: 0 of ? biz days used
180d
▶ Clock Running
Status: On Hold
Jan 31 → Oct 20, 2025
180 business days (counted)
Running total: 180 of ? biz days used
⏸40d
⏸ Clock Paused
Status: Ready for Release
Oct 20 → Dec 18, 2025
40 business days (not counted)
81d
▶ Clock Running
Status: Ready for Scheduling
Dec 18 → Apr 16, 2026
81 business days (counted)
Running total: 261 of ? biz days used
▶ Clock Running
Status: Scheduled
Apr 16 → Apr 21, 2026
3 business days (counted)
Running total: 264 of ? biz days used
▶ Clock Running
Status: Tech On Site
Apr 21 → Apr 24, 2026
3 business days (counted)
Running total: 267 of ? biz days used
Created: Jan 31, 2025 Tech Off Site: Apr 24, 2026
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Jan 31 → Jan 31 Created ▶ Running 0 0
Jan 31 → Oct 20 On Hold ▶ Running 180 180
Oct 20 → Dec 18 Ready for Release ⏸ Paused 40 —
Dec 18 → Apr 16 Ready for Scheduling ▶ Running 81 261
Apr 16 → Apr 21 Scheduled ▶ Running 3 264
Apr 21 → Apr 24 Tech On Site ▶ Running 3 267
Dispatch 1.0d
Holding 221.9d (excluded)
Coordinators 85.0d
Field Work 3.5d
✓ SLA Met
Dispatch
1.0 days
Over SLA
Holding (excluded from total)
221.9 days
Coordinators
85.0 days
Over SLA
Field Work
3.5 days
Over SLA
Created: Jan 31, 2025 Due: Dec 31, 2026 Completed: Apr 24, 2026 (251 days early)
📅
308.0 days Total Age
⏱️
181.0d in On Hold Longest Stage
🔄
9 transitions Status Changes
⚠️
88.4d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Generating AI analysis...
Completed with significant delays
Invoiced • 561 days old
🚨
Primary Delay 181.0 days stuck in "On Hold"
⏱️
Total Delay 88.4 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
181.0d
Ready for Release
40.9d
Ready for Scheduling
81.7d / 1.0d SLA
Scheduled
3.4d / 2.0d SLA
Tech On Site
3.5d / 1.0d SLA
Tech Off Site
0.0d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
4.3d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

04/27/2026 SRobinson- Created follow up WO as requested. (WO-01370670)

04/16/2026 DMalloy - Emailed customer advisng that FSE Israel Martell can be onsite on next week Tuesday 4/21/2026 for the remediation of the 1 device.

jorge.castro@crothall.com


01/27/2026 RArnold -Will schedule when FSE is available

12/18/2025 RArnold - Jorge confrimed device is mlk building,room 16115.

12/03/2025 RArnold -Sent email to Jorge to confirm device

10/20/2025 mklose sent Follow up email to Jorge.


09/19/2025 RArnold- Called (212) 939 1940 for Jorge. Left message. Sending email. 


08/12/2025 RArnold - Emailed Jorge for update on confirming device.

08/05/2025 RArnold - Emailed Jorge to confirm device

Jorge.castro@crothall.com             


07/23/2025 YEspino Called 646-713-8677 to speak to Michael Karol to verify the device in question. Was able to speak to Michael and he advised i needed to speak to the biomed dept to be better assisted.


07/23/2025 YEspino Called 212-939-1940 to speak to Jorge Castro to verify the device in question. Was unable to speak to him so i left a message.

🔧 Work Performed
Customer unable to locate device. Will need follow up.
🔍 Technician Findings
Needs follow up for device onsite. Please create follow up EWO for PWO-14953156.
⚠️ 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-01243518
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
🚨 181.0 business days
✅
Status: Ready for Release by Mandy Newman Oct 20, 1:08 PM
From: On Hold
To: Ready for Release
Duration in Previous: 262d 1h
🚨 41.0 business days
📅
Status: Ready for Scheduling by Rebecca Arnold Dec 18, 1:40 PM
From: Ready for Release
To: Ready for Scheduling
Duration in Previous: 59d 1h
🚨 82.0 business days
👷
▶
3 Technician Assigned Apr 16, 5:08 PM
Technician Assigned → Dispatch Scheduled → Status: Scheduled
📅
Dispatch Scheduled by Deon Malloy
Scheduled For: 2026-04-21T04:00:00.000+0000, 2026-04-21T00:00:00.000+0000, 2026-04-21T12:00:00.000+0000
🗓️
Status: Scheduled by Deon Malloy
From: Ready for Scheduling
To: Scheduled
Duration in Previous: 119d 2h
⏳ 3.9 business days
🔧
Status: Tech On Site by Israel Martell Apr 21, 3:54 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 22h
⏱️
5x Labor Added Apr 21, 5:27 PM
Type: Labor, Travel
Status: Open
Qty: 1.5, 20, 21
⏱️
Labor Added Apr 21, 5:35 PM
Type: Labor
Status: Open
Qty: 2
⏳ 3.8 business days
🚗
Status: Tech Off Site by Israel Martell Apr 24, 5:07 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 3d 1h
✔️
▶
2 Status: Completed Apr 24, 5:17 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Israel Martell
From: Completed
To: Closed
Duration in Previous: 1m
⏳ 4.8 business days
📄
▶
2 Status: Ready to Bill Apr 30, 8:19 AM
Status: Ready to Bill → Invoice Created
🧾
Invoice Created
Invoice Number: SM-260495

Bottlenecks

Entered
Duration: 1.0 business days (threshold: 4.0 business hours)
Exceeded by 4.0 business hours
Ready for Scheduling
Duration: 81.7 business days (threshold: 1.0 business days)
Exceeded by 80.7 business days
Scheduled
Duration: 3.4 business days (threshold: 2.0 business days)
Exceeded by 1.4 business days
Tech On Site
Duration: 3.5 business days (threshold: 1.0 business days)
Exceeded by 2.5 business days
Closed
Duration: 4.3 business days (threshold: 1.0 business days)
Exceeded by 3.3 business days

🔗 Related Artifacts

No related artifacts

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
FCO
Branch
ERLA - PROD
Technician
Israel Martell
Scheduled
Apr 21, 8:00 AM
Created
Jan 30, 9:42 PM
Invoice #
SM-260495

Work Details (6)

Name Type Status Qty Amount Date
WL-03194836 Labor Open 1.5 $0.00 Apr 21, 5:27 PM
WL-03194837 Labor Open 1.5 $0.00 Apr 21, 5:27 PM
WL-03194838 Labor Open 1.5 $0.00 Apr 21, 5:27 PM
WL-03194839 Travel Open 20 $0.00 Apr 21, 5:27 PM
WL-03194840 Travel Open 21 $0.00 Apr 21, 5:27 PM
WL-03194855 Labor Open 2 $0.00 Apr 21, 5:35 PM

Details