Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01243563 ↗ ServiceMax

PHILIPS HEALTHCARE • FCO • PC

📍 Hudson Valley Hospital Center — 1980 Crompond Rd, Cortlandt Manor NY, 10567

Jan 30, 2025 → Apr 19, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Dec 31, 2026
✓ SLA Met (175 biz days early)
Active: 271 biz days
Paused: 31 biz days
🕐 Clock stopped: Completed (Apr 19, 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
⏸31d
⏸ Clock Paused
Status: Ready for Release
Oct 20 → Dec 5, 2025
31 business days (not counted)
79d
▶ Clock Running
Status: Ready for Scheduling
Dec 5 → Apr 1, 2026
79 business days (counted)
Running total: 259 of ? biz days used
▶ Clock Running
Status: Scheduled
Apr 1 → Apr 10, 2026
7 business days (counted)
Running total: 266 of ? biz days used
▶ Clock Running
Status: Tech On Site
Apr 10 → Apr 10, 2026
0 business days (counted)
Running total: 266 of ? biz days used
▶ Clock Running
Status: Tech Off Site
Apr 10 → Apr 10, 2026
0 business days (counted)
Running total: 266 of ? biz days used
▶ Clock Running
Status: Incomplete
Apr 10 → Apr 19, 2026
5 business days (counted)
Running total: 271 of ? biz days used
Created: Jan 31, 2025 Completed: Apr 19, 2026
Show SLA Clock Detail (8 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 5 Ready for Release ⏸ Paused 31 —
Dec 5 → Apr 1 Ready for Scheduling ▶ Running 79 259
Apr 1 → Apr 10 Scheduled ▶ Running 7 266
Apr 10 → Apr 10 Tech On Site ▶ Running 0 266
Apr 10 → Apr 10 Tech Off Site ▶ Running 0 266
Apr 10 → Apr 19 Incomplete ▶ Running 5 271
Dispatch 1.0d
Holding 212.9d (excluded)
Coordinators 87.5d
Field Work 0.4d
Incomplete 5.1d (excluded)
Billing 2.9d
✓ SLA Met
Dispatch
1.0 days
Over SLA
Holding (excluded from total)
212.9 days
Coordinators
87.5 days
Over SLA
Field Work
0.4 days
Incomplete (excluded from total)
5.1 days
Billing
2.9 days
Over SLA
Created: Jan 31, 2025 Due: Dec 31, 2026 Completed: Apr 19, 2026 (256 days early)
📅
303.0 days Total Age
⏱️
181.0d in On Hold Longest Stage
🔄
15 transitions Status Changes
⚠️
92.5d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
11 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
👤 Self-scheduled by Israel Martell — scheduling delays attributed to technician, not coordinators
Visit 1 Apr 8, 2026
Visit 2 Apr 10, 2026

AI Analysis

Powered by OpenAI
Generating AI analysis...
Completed with significant delays
Invoiced • 561 days old
🚨
Primary Delay 181.0 days stuck in "On Hold"
⏱️
Total Delay 92.5 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
31.9d
Ready for Scheduling
79.5d / 1.0d SLA
Scheduled
8.0d / 2.0d SLA
Tech On Site
0.4d / 1.0d SLA
Tech Off Site
0.0d / 2.0d SLA
Incomplete
5.1d
Completed
0.0d / 1.0d SLA
Closed
9.0d / 1.0d SLA
07e-Partial Project
1.6d
WO Correction Needed
1.5d
Ready to Bill
1.4d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

04/01/2026 Rharris -Emailed customer advising that FSE Israel can be onsite on next week Monday 4/6/2026 for the required remediations on the 9 devices.  

jcj9012@nyp.org

xfa9001@nyp.org

01/14/2026 RArnold - Will schedule when FSE is available

12/05/2025 MHamersley - recd email from Joseph, he included new Supervisor, Richard Orellana (xfa9001@nyp.org) to email; he confirmed: 

DE43804759 - Maternity OR 2

DE43804678 - OR 4

DE43804679- OR 6

DE43804764- OR 3

DE43804760- OR 1

DE43804766- OR Storage

DE43810443- Main OR 5

DE43810438- OR 2

DE43812625- not in inventory


10/20/2025 mklose sent follow up email.


09/19/2025 - RFosbury - Called Joesph Pottayil @914-587-5751 to confirm inventory. Sounded like an answer but no response. F/U email to jcj9012@nyp.org


08/12/2025 RArnold - Called 914-587-5751 for Joseph. He was out last week. Resending email for him to review. He will be POC. Address confirmed. Green security or Vendor pass. 


08/05/2025 RArnold - Called 914-587-5751 for Joseph Pottayil. Left a message. Sending email. 

jcj9012@nyp.org


07/23/2025 YEspino Called 914-587-5751 to speak to Joesph Pottayil to verify the devices in question. The call was picked up but before i could hear anything or say anything the call was dropped.


07/22/2025 YEspino Called 914-734-3826 to speak to Tom Wyskida to verify the devices in question. Was unable to speak to anybody or leave a message.

🔧 Work Performed
4/10/2026 - IM - Retrieved 7 G7 Modules from customer and will ship back to Philips.
🔍 Technician Findings
4/10/2026 - IM - Retrieved 7 G7 Modules from customer and will ship back to Philips.
⚠️ 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-01243563
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
🚨 32.0 business days
📅
Status: Ready for Scheduling by Mary Hamersley Dec 5, 2:37 PM
From: Ready for Release
To: Ready for Scheduling
Duration in Previous: 46d 2h
🚨 80.0 business days
👷
▶
4 Technician Assigned Apr 1, 11:55 AM
Technician Assigned → Dispatch Scheduled → Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Deon Malloy
Scheduled For: 2026-04-06T04:00:00.000+0000, 2026-04-06T00:00:00.000+0000
🗓️
Status: Scheduled by Deon Malloy
From: Ready for Scheduling
To: Scheduled
Duration in Previous: 116d 20h
📅
Dispatch Scheduled by Deon Malloy
Scheduled For: 2026-04-06T12:00:00.000+0000
⚠️ 5.0 business days
📅
Dispatch Scheduled by Deon Malloy Apr 7, 2:44 PM
Scheduled For: 2026-04-08T12:00:00.000+0000, 2026-04-09T12:00:00.000+0000
⏳ 4.0 business days
🔧
Status: Tech On Site by Israel Martell Apr 10, 3:35 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 9d 3h
⏱️
5x Labor Added Apr 10, 4:18 PM
Type: Labor, Travel
Status: Open
Qty: 2, 0.016666666666667, 53, 54
🚗
Status: Tech Off Site by Israel Martell Apr 10, 6:52 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 3h 16m
⏱️
5x Labor Added Apr 10, 6:57 PM
Type: Labor, Travel
Status: Open
Qty: 1.5, 53, 54
⚠️
Status: Incomplete by Israel Martell Apr 10, 7:07 PM
From: Tech Off Site
To: Incomplete
Duration in Previous: 15m
⚠️ 5.6 business days
✔️
Status: Completed by Israel Martell Apr 19, 12:45 AM
From: Incomplete
To: Completed
Duration in Previous: 8d 5h
🏁
Status: Closed by Israel Martell Apr 19, 12:54 AM
From: Completed
To: Closed
Duration in Previous: 8m
⏳ 4.0 business days
⏱️
Labor Added Apr 23, 11:11 AM
Type: Labor
Status: Open
Qty: 0.016666666666667
📋
Status: 07e-Partial Project by Timothy Amburgey Apr 23, 11:16 AM
From: Closed
To: 07e-Partial Project
Duration in Previous: 4d 10h
✏️
Status: WO Correction Needed by Timothy Amburgey Apr 23, 4:11 PM
From: 07e-Partial Project
To: WO Correction Needed
Duration in Previous: 4h 54m
🏁
Status: Closed by Israel Martell Apr 24, 10:53 AM
From: WO Correction Needed
To: Closed
Duration in Previous: 18h 41m
⏳ 4.8 business days
📋
Status: 07e-Partial Project by Timothy Amburgey Apr 30, 6:41 AM
From: Closed
To: 07e-Partial Project
Duration in Previous: 5d 19h
📄
Status: Ready to Bill by Timothy Amburgey Apr 30, 4:27 PM
From: 07e-Partial Project
To: Ready to Bill
Duration in Previous: 9h 45m
💰
Status: Invoiced by Josh Longway May 1, 4:00 AM
From: Ready to Bill
To: Invoiced
Duration in Previous: 11h 33m

Bottlenecks

Entered
Duration: 1.0 business days (threshold: 4.0 business hours)
Exceeded by 4.0 business hours
Ready for Scheduling
Duration: 79.5 business days (threshold: 1.0 business days)
Exceeded by 78.5 business days
Scheduled
Duration: 8.0 business days (threshold: 2.0 business days)
Exceeded by 6.0 business days
Closed
Duration: 4.0 business days (threshold: 1.0 business days)
Exceeded by 3.0 business days
Closed
Duration: 5.0 business days (threshold: 1.0 business days)
Exceeded by 4.0 business days
Ready to Bill
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.5 business hours

🔗 Related Artifacts

No related artifacts

ℹ️ Work Order Details

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

Work Details (11)

Name Type Status Qty Amount Date
WL-03182120 Labor Open 2 $0.00 Apr 10, 4:18 PM
WL-03182121 Labor Open 2 $332.50 Apr 10, 4:18 PM
WL-03182122 Labor Open 0.016666666666667 $1,085.00 Apr 10, 4:18 PM
WL-03182123 Travel Open 53 $0.00 Apr 10, 4:18 PM
WL-03182124 Travel Open 54 $0.00 Apr 10, 4:18 PM
WL-03182312 Labor Open 1.5 $0.00 Apr 10, 6:57 PM
WL-03182313 Labor Open 1 $0.00 Apr 10, 6:57 PM
WL-03182314 Labor Open 1.5 $0.00 Apr 10, 6:57 PM
WL-03182315 Travel Open 53 $0.00 Apr 10, 6:57 PM
WL-03182316 Travel Open 54 $0.00 Apr 10, 6:57 PM
WL-03197727 Labor Open 0.016666666666667 $266.00 Apr 23, 11:11 AM

Details