Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01247071 ↗ ServiceMax

SKYTRON • Upgrade • PC

📍 PARTNER'S HEALTH CARE SYS — BOSTON MA, 2115 (02115)

Feb 10, 2025 → Nov 25, 2025

✅ Completed
PC Per client agreement
Target: Nov 26, 2025
🕐 Clock stopped: Completed (Nov 25)
✓ SLA Met (1d early)
Dispatch 9.4d
Material Management 1.8d
Holding 40.0d (excluded)
Coordinators 163.3d
Billing 20.0d
✓ SLA Met
Dispatch
9.4 days
Over SLA
Material Management
1.8 days
Holding (excluded from total)
40.0 days
Coordinators
163.3 days
Over SLA
Billing
20.0 days
Over SLA
Created: Feb 11, 2025 Due: Nov 26, 2025 Completed: Nov 25, 2025 (1 days early)
📅
206.0 days Total Age
⏱️
108.8d in Assigned Longest Stage
🔄
17 transitions Status Changes
⚠️
180.3d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
8 lines Work Details
🏠
2 visits On-Site Trips
📋
Coordinator Scheduling
🔄
2 On-Site Visits (1 reschedule)
2 on-site visits — follow-up trip required
Visit 1 Nov 13, 2025
Visit 2 Nov 21, 2025

AI Analysis

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Completed with significant delays
Invoiced • 458 days old
🚨
Primary Delay 108.8 days stuck in "Assigned"
⏱️
Total Delay 180.3 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
On Hold
40.0d
L2 Screening
9.4d / 1.0d SLA
Awaiting Parts
1.8d / 3.0d SLA
Ready for Scheduling
32.1d / 1.0d SLA
Assigned
122.3d / 0.5d SLA
Scheduled
2.0d / 2.0d SLA
Reschedule
7.0d / 2.0d SLA
Closed
1.2d / 1.0d SLA
Billing Review
19.9d / 2.0d SLA
Ready to Bill
0.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11.26.25 hshaw - moved WO to BR, not able to access cust portal

11/11 CC

Reached out to contact, left VM & email.

Returned email offered paperwork & description of upgrade.

Took the Contractor Safety Training early this morning & sent picture for badge


11/6 KSmith -- Teams call with Shawn R and was advised to reassign this to Chris Carroll

9/25 JJ Work Order being transferred to Luis Torres

05/02/2025 awhitney site requires Green Security reached out to Sean and David to get this completed. Will need to schedule this around 9pm once this has been processed

04/28/2025 MHamersley -rec'd IB call from Ian, he is ready to schedule, sent f/u email to all; putting WOs into RFS. ... 04/24/2025 MHamersley - called 857-307-3035, phone rang then disconnected, called back, went to VM/LM; sent f/u email: igarcia8@bwh.harvard.edu . ... 04/21/2025 MHamersley - called 857-307-3035, call went Ian's VM/LM, sent f/u email: igarcia8@bwh.harvard.edu . ... 04/17/2025 MHamersley - called 857-307-3035, call went to Ian's VM/LM requesting response to attempts to schedule; sent f/u email: igarcia8@bwh.harvard.edu; CC: REOS team. ... 4/11 KSmith -- Ian has no responded to any attempts to schedule upgrades. Escalating to ASM. ... 4/9 KSmith -- Followed up with Ian on WO-01247083 to see about scheduling the upgrades and/or getting the email threads 4/7 KSmith -- Followed up with Ian to get the email threads 4/2 KSmith -- Sent email to Ian to schedule for 4/28 on WO-01247072 ... 03/20/2025 MHamersley - rec'd email reply from Ian, he confirmed the Freedom Booms at his facility, but will require alittle time before scheduling. Included Skytron team and REOS rep to email chain. davegill@reosmedical.com ... 03/18/2025 MHamersley - called 857-307-3035, Ian Garcia, call went to VM/LM, sent f/u email: igarcia8@bwh.harvard.edu . ... 03/05/2025 MHamersley - called 617-726-2000, transferred to Bio Med, Clin Eng., need to send email to Michael Cusack, email: mcusack@mgb.org / Massachusetts General Hospital, 55 Fruit St, Boston, MA 02114 / *Need to Coordinate with Rep Firm REOS: Dave Gill, 508-309-8338, email: davegill@reosmedical.com *

🔧 Work Performed
WO-01247071 11-13 Email w/ site (received after arrived) stated that wanted to delay visit due to red tape. Left VM, went to front, asked for Biomed. Was told too busy to send someone. Sent email, no response. Large facility, searched for Day Surgery & OR. Badge would not gain access. Explained to Supervisor Decided to come back when site slowed down later. Finally @ 8 :30 tech alone gained access , there is only one boom available to accept upgrade. It is not even in use. This is not that unit All other units have been altered or updated to new boom. Upgraded one boom, returned to service.
🔍 Technician Findings
11-13 Email w/ site (received after arrived) stated that wanted to delay visit due to red tape. Left VM, went to front, asked for Biomed. Was told too busy to send someone. Sent email, no response. Large facility, searched for Day Surgery & OR. Badge would not gain access. Explained to Supervisor Decided to come back when site slowed down later. Finally @ 8 :30 tech alone gained access , there is only one boom available to accept upgrade. It is not even in use. This is not that unit All other units have been altered or updated to new boom. Upgraded one boom, returned to service.
⚠️ Problem Description
FCO Upgrade: RECALL0013 LFS Spring Shaft Cover Model: B2-610-12 ID: 41073
📄 Description
Freedom Boom Series

Timeline

📋
Work Order Created Feb 10, 10:37 PM
Work Order: WO-01247071
Type: Upgrade
Priority: PC
🚨 28.2 business days
🔍
Status: L2 Screening by Mary Hamersley Mar 20, 10:49 AM
From: On Hold
To: L2 Screening
Duration in Previous: 37d 11h
⏳ 4.0 business days
📦
▶
2 Parts Requested Mar 25, 1:44 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Jarrod Black
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 5d 2h
📅
Status: Ready for Scheduling by Shawnna Mowery Mar 26, 12:25 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 22h 41m
⚠️ 6.0 business days
👷
▶
2 Technician Assigned Apr 2, 1:13 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 7d 0h
🔩
Parts Added Apr 2, 3:16 PM
Type: Parts
Status: Open
Qty: 1
⚠️ 8.0 business days
⏸️
Status: On Hold by Kourtney Smith Apr 11, 10:33 AM
From: Assigned
To: On Hold
Duration in Previous: 8d 21h
🚨 12.0 business days
📅
Status: Ready for Scheduling by Mary Hamersley Apr 28, 12:57 PM
From: On Hold
To: Ready for Scheduling
Duration in Previous: 17d 2h
👷
▶
2 Technician Assigned Apr 28, 1:50 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 52m
👷
Technician Assigned by Kourtney Smith Apr 29, 8:05 AM
Technician: David Andino
🚨 108.0 business days
🔍
Status: L2 Screening by Jennifer Johnson Sep 25, 6:50 PM
From: Assigned
To: L2 Screening
Duration in Previous: 150d 4h
⏳ 4.6 business days
👷
▶
2 Technician Assigned Oct 1, 9:54 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Stephanie Ramen
From: L2 Screening, Assigned
To: Assigned, L2 Screening
Duration in Previous: 6d 3h, 0m
📅
Status: Ready for Scheduling by Joseph Whalen Oct 2, 8:48 AM
From: L2 Screening
To: Ready for Scheduling
Duration in Previous: 10h 53m
🚨 26.0 business days
🆕
▶
2 Status: Entered Nov 6, 1:34 PM
Status: Entered → Technician Assigned
👷
Technician Assigned by Kourtney Smith
Technician: Christopher Carroll
⚠️ 6.0 business days
🗓️
▶
2 Status: Scheduled Nov 13, 7:56 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Matthew Bateman
Scheduled For: 2025-11-12T13:00:00.000+0000
⏳ 2.0 business days
⏱️
5x Labor Added Nov 14, 10:34 AM
Type: Labor, Travel, Expenses
Status: Open
Qty: 1, 33
💵
Expenses Added Nov 14, 10:39 AM
Type: Expenses
Status: Open
Qty: 1
✔️
Status: Completed by Christopher Carroll Nov 14, 11:59 PM
From: Scheduled, Completed
To: Completed, Reschedule
Duration in Previous: 1d 16h, 0m
⚠️ 5.0 business days
⏱️
Labor Added Nov 21, 7:39 PM
Type: Labor
Status: Open
Qty: 0.25
⏳ 2.5 business days
✔️
Status: Completed by Christopher Carroll Nov 25, 5:04 PM
From: Reschedule, Completed
To: Completed, Closed
Duration in Previous: 10d 17h, 0m
💵
Status: Billing Review by Hannah Shaw Nov 26, 11:25 AM
From: Closed
To: Billing Review
Duration in Previous: 18h 20m
🚨 20.0 business days
📄
Status: Ready to Bill by Hannah Shaw Dec 23, 3:37 PM
From: Billing Review
To: Ready to Bill
Duration in Previous: 27d 4h
📨
▶
2 Status: Invoice Pending Dec 23, 3:50 PM
Status: Invoice Pending → Invoice Created
🧾
Invoice Created
Invoice Number: SM-249856

Bottlenecks

L2 Screening
Duration: 4.0 business days (threshold: 1.0 business days)
Exceeded by 3.0 business days
Ready for Scheduling
Duration: 5.9 business days (threshold: 1.0 business days)
Exceeded by 4.9 business days
Assigned
Duration: 7.8 business days (threshold: 4.0 business hours)
Exceeded by 7.3 business days
Assigned
Duration: 108.8 business days (threshold: 4.0 business hours)
Exceeded by 108.3 business days
L2 Screening
Duration: 4.4 business days (threshold: 1.0 business days)
Exceeded by 3.4 business days
Ready for Scheduling
Duration: 26.0 business days (threshold: 1.0 business days)
Exceeded by 25.0 business days
Assigned
Duration: 5.7 business days (threshold: 4.0 business hours)
Exceeded by 5.2 business days
Reschedule
Duration: 7.0 business days (threshold: 2.0 business days)
Exceeded by 5.0 business days
Closed
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.9 business hours
Billing Review
Duration: 19.9 business days (threshold: 2.0 business days)
Exceeded by 17.9 business days

🔗 Related Artifacts

📦
Parts Order 00072207
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Upgrade
Branch
ERLA - PROD
Technician
Christopher Carroll
Scheduled
N/A
Created
Feb 10, 10:37 PM
Invoice #
SM-249856

Work Details (8)

Name Type Status Qty Amount Date
WL-02740213 Parts Open 1 $0.00 Apr 2, 3:16 PM
WL-03007356 Labor Open 1 $0.00 Nov 14, 10:34 AM
WL-03007357 Labor Open 1 $0.00 Nov 14, 10:34 AM
WL-03007358 Travel Open 33 $0.00 Nov 14, 10:34 AM
WL-03007359 Expenses Open 1 $0.00 Nov 14, 10:34 AM
WL-03007360 Expenses Open 1 $0.00 Nov 14, 10:34 AM
WL-03007367 Expenses Open 1 $0.00 Nov 14, 10:39 AM
WL-03017184 Labor Open 0.25 $0.00 Nov 21, 7:39 PM

Details