Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01268831 ↗ ServiceMax

PHILIPS HEALTHCARE • Preventive Maintenance • PC

📍 UPMC Hamot — 201 State St, Erie PA, 16550

Apr 28, 2025 → Feb 20, 2026

✅ Completed
PC Per client agreement
Target: May 12, 2025
🕐 Clock stopped: Completed (Feb 20)
⏸ 76d excluded (parts wait + holding)
✗ SLA Missed (207d late)
Dispatch 0.0d
Holding 55.6d (excluded)
Coordinators 164.3d
✗ SLA Missed
Dispatch
0.0 days
Holding (excluded from total)
55.6 days
Coordinators
164.3 days
Over SLA
Created: Apr 28, 2025 Due: May 12, 2025 Completed: Feb 20, 2026 (283 days late)
📅
214.9 days Total Age
⏱️
100.0d in Scheduled Longest Stage
🔄
10 transitions Status Changes
⚠️
158.3d 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 #00488031
URGENT Philips WO Request
Closed
Schedule PM
Priority
Standard
Origin
Email
Reason
New Case
Contact
Mike Loesel
Owner
Shelby Robinson
Created
Apr 28, 2025
Work Orders from this Case (1)
WO-01268831 (current) Invoiced
Preventive Maintenance • Fady Messak
Created: Apr 28, 2025 • Closed: Feb 20, 2026
Completed with significant delays
Invoiced • 381 days old
🚨
Primary Delay 100.0 days stuck in "Scheduled"
⏱️
Total Delay 158.3 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
25.3d / 1.0d SLA
Scheduled
139.0d / 2.0d SLA
Assigned
0.0d / 0.5d SLA
Ready for Release
55.6d
Closed
4.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

02/10/2026 RArnold - Dispatching to Fady for closure


05/02/2025 DMalloy - Dispatching for FSE Fanfan to begin remediations next week Thursday May 8, 2025. Emailed customer.  

loeseliim2@upmc.edu


04/28/2025 DMalloy - Will need to speak to FSE Fanfan about his tools before emailing customer regarding the V60 PM visit.     

🔧 Work Performed
no work completed.
⚠️ Problem Description
Schedule PM
📄 Description
V60 Ventilator
📞 Call Description
PM - Trade - Customer Value PM

Timeline

📞
Case Linked Apr 28, 1:01 PM
Case Number: 00488031
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Apr 28, 1:10 PM
Work Order: WO-01268831
Type: Preventive Maintenance
Priority: PC
📅
Status: Ready for Scheduling by Deon Malloy Apr 28, 1:22 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 12m
⚠️ 5.0 business days
📅
▶
3 Dispatch Scheduled May 2, 11:41 AM
Dispatch Scheduled → Status: Scheduled → Technician Assigned
🗓️
Status: Scheduled by Deon Malloy
From: Ready for Scheduling
To: Scheduled
Duration in Previous: 3d 22h
👷
Technician Assigned by Deon Malloy
Technician: Fanfan Siku
📅
Dispatch Scheduled by Deon Malloy May 2, 12:09 PM
Scheduled For: 2025-05-08T12:00:00.000+0000
⚠️ 5.0 business days
📅
Dispatch Scheduled by Deon Malloy May 8, 10:15 AM
Scheduled For: 2025-05-09T12:00:00.000+0000
⏳ 3.0 business days
📅
▶
2 Dispatch Scheduled May 12, 9:05 AM
Dispatch Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Deon Malloy
Scheduled For: 2025-05-12T12:00:00.000+0000
⚠️ 6.0 business days
📅
Dispatch Scheduled by Deon Malloy May 19, 8:08 AM
Scheduled For: 2025-05-19T12:00:00.000+0000
⚠️ 7.0 business days
📅
Dispatch Scheduled by Deon Malloy May 27, 9:21 AM
Scheduled For: 2025-06-02T12:00:00.000+0000
⏳ 4.0 business days
📅
Dispatch Scheduled by Deon Malloy May 30, 11:49 AM
Scheduled For: 2025-06-16T12:00:00.000+0000
⏳ 2.0 business days
📅
Dispatch Scheduled by Deon Malloy Jun 2, 4:36 PM
Scheduled For: 2025-06-23T12:00:00.000+0000, 2025-06-16T12:00:00.000+0000
⚠️ 7.9 business days
📅
Dispatch Scheduled by Deon Malloy Jun 11, 8:47 AM
Scheduled For: 2025-06-23T12:00:00.000+0000
⏳ 2.0 business days
🆕
Status: Entered by Deon Malloy Jun 12, 4:20 PM
From: Scheduled, Entered
To: Entered, Ready for Scheduling
Duration in Previous: 41d 4h, 0m
⚠️ 10.0 business days
✅
Status: Ready for Release by Mandy Newman Jun 25, 9:59 AM
From: Ready for Scheduling, Ready for Release
To: Ready for Release, Ready for Scheduling
Duration in Previous: 12d 17h, 0m
🚨 11.0 business days
👷
▶
2 Status: Assigned Jul 9, 8:06 AM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Mandy Newman
Technician: Fanfan Siku
📅
▶
2 Dispatch Scheduled Jul 9, 8:21 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Mandy Newman
From: Assigned
To: Scheduled
Duration in Previous: 15m
🚨 17.0 business days
📅
Dispatch Scheduled by Deon Malloy Jul 31, 12:00 PM
Scheduled For: 2025-08-16T12:00:00.000+0000
🚨 12.0 business days
📅
Dispatch Scheduled by Deon Malloy Aug 15, 1:19 PM
Scheduled For: 2025-09-06T12:00:00.000+0000
🚨 11.0 business days
📅
Dispatch Scheduled by Deon Malloy Aug 29, 9:34 AM
Scheduled For: 2025-09-13T12:00:00.000+0000
⚠️ 5.0 business days
📅
Dispatch Scheduled by Deon Malloy Sep 4, 4:31 PM
Scheduled For: 2025-09-20T12:00:00.000+0000
⚠️ 6.9 business days
📅
Dispatch Scheduled by Deon Malloy Sep 12, 10:59 AM
Scheduled For: 2025-09-27T12:00:00.000+0000
🚨 11.0 business days
📅
Dispatch Scheduled by Deon Malloy Sep 26, 9:57 AM
Scheduled For: 2025-10-04T12:00:00.000+0000
⚠️ 7.0 business days
📅
Dispatch Scheduled by Deon Malloy Oct 6, 8:56 AM
Scheduled For: 2025-10-11T12:00:00.000+0000
⚠️ 6.0 business days
📅
Dispatch Scheduled by Deon Malloy Oct 13, 8:49 AM
Scheduled For: 2025-11-01T12:00:00.000+0000
📅
Dispatch Scheduled by Mandy Newman Oct 14, 7:41 AM
Scheduled For: 2025-12-01T13:00:00.000+0000
⚠️ 6.0 business days
📅
Dispatch Scheduled by Deon Malloy Oct 21, 9:49 PM
Scheduled For: 2025-11-30T13:00:00.000+0000
⚠️ 9.3 business days
📅
Dispatch Scheduled by Deon Malloy Nov 3, 9:16 AM
Scheduled For: 2025-12-07T13:00:00.000+0000, 2025-11-30T13:00:00.000+0000
🚨 17.0 business days
🆕
Status: Entered by Mandy Newman Nov 25, 2:32 PM
From: Scheduled, Entered
To: Entered, Ready for Release
Duration in Previous: 139d 7h, 0m
🚨 56.0 business days
👷
▶
3 Technician Assigned Feb 10, 8:12 AM
Technician Assigned → Dispatch Scheduled → Status: Scheduled
📅
Dispatch Scheduled by Rebecca Arnold
Scheduled For: 2026-02-13T13:00:00.000+0000
🗓️
Status: Scheduled by Rebecca Arnold
From: Ready for Release
To: Scheduled
Duration in Previous: 76d 17h
⚠️ 7.0 business days
📅
Dispatch Scheduled by Fady Messak Feb 18, 11:19 AM
Scheduled For: 2026-02-18T16:19:00.000+0000
⏳ 2.7 business days
📅
▶
3 Dispatch Scheduled Feb 20, 5:33 AM
Dispatch Scheduled → Labor Added → Status: Completed
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 0.016666666666667
✔️
Status: Completed by Fady Messak
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 9d 21h, 0m
⏳ 4.0 business days
📄
Status: Ready to Bill by Timothy Amburgey Feb 25, 9:07 AM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 5d 3h, 0m
⏳ 3.0 business days
🧾
Invoice Created Feb 27, 7:39 AM
Invoice Number: SM-254828

Bottlenecks

Ready for Scheduling
Duration: 4.8 business days (threshold: 1.0 business days)
Exceeded by 3.8 business days
Scheduled
Duration: 30.0 business days (threshold: 2.0 business days)
Exceeded by 28.0 business days
Ready for Scheduling
Duration: 9.5 business days (threshold: 1.0 business days)
Exceeded by 8.5 business days
Ready for Scheduling
Duration: 11.0 business days (threshold: 1.0 business days)
Exceeded by 10.0 business days
Scheduled
Duration: 100.0 business days (threshold: 2.0 business days)
Exceeded by 98.0 business days
Scheduled
Duration: 9.0 business days (threshold: 2.0 business days)
Exceeded by 7.0 business days
Closed
Duration: 4.0 business days (threshold: 1.0 business days)
Exceeded by 3.0 business days

🔗 Related Artifacts

📞
Case 00488031
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
ERLA - PROD
Technician
Fady Messak
Scheduled
Feb 20, 5:33 AM
Created
Apr 28, 1:10 PM
Invoice #
SM-254828

Work Details (1)

Name Type Status Qty Amount Date
WL-03113388 Labor Open 0.016666666666667 $0.00 Feb 20, 5:35 AM

Details