Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01292893 ↗ ServiceMax

PHILIPS HEALTHCARE • Preventive Maintenance • PC

📍 Brookdale Hospital Medical Ctr — 1 Brookdale Plz, Brooklyn NY, 11212

Jul 18, 2025 → Jan 20, 2026

✅ Completed
PC Per client agreement
Target: Aug 1, 2025
🕐 Clock stopped: Tech Off Site (Jan 20)
✗ SLA Missed (171d late)
Dispatch 2.3d
Holding 0.5d (excluded)
Coordinators 134.0d
Field Work 0.5d
Billing 1.3d
✗ SLA Missed
Dispatch
2.3 days
Over SLA
Holding (excluded from total)
0.5 days
Coordinators
134.0 days
Over SLA
Field Work
0.5 days
Billing
1.3 days
Over SLA
Created: Jul 18, 2025 Due: Aug 1, 2025 Completed: Jan 20, 2026 (171 days late)
📅
132.3 days Total Age
⏱️
67.8d in Assigned Longest Stage
🔄
15 transitions Status Changes
⚠️
130.8d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00511893
URGENT Philips WO Request
Closed
Customer requesting a PM- 100088403
Priority
Standard
Origin
Email
Reason
New Case
Contact
Leroy Lee
Owner
Shelby Robinson
Created
Jul 18, 2025
Work Orders from this Case (1)
WO-01292893 (current) Invoiced
Preventive Maintenance • Israel Martell
Created: Jul 18, 2025 • Closed: Jan 20, 2026
Completed with significant delays
Invoiced • 300 days old
🚨
Primary Delay 67.8 days stuck in "Assigned"
⏱️
Total Delay 130.8 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
2.3d / 0.5d SLA
Ready for Release
0.5d
Assigned
110.4d / 0.5d SLA
Scheduled
22.0d / 2.0d SLA
Ready for Scheduling
1.6d / 1.0d SLA
Tech On Site
0.5d / 1.0d SLA
Tech Off Site
0.0d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.2d / 1.0d SLA
07e-Partial Project
0.5d
Ready to Bill
1.3d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

01/14/2026 RArnold -Dispatching to Israel for 01/20

12/31/2025 RArnold -WO for device that failed PM. Repair WO pending entitlement.

12/15/2025 RArnold -WO for device that failed PM. Repair WO pending entitlement.

12/01/2025 RArnold -WO for device that failed PM. Repair WO pending entitlement.

11/25/2025 RArnold - We are still waiting on the PO for the repair before the PM can be completed.

11/17/2025 RArnold - We are still waiting on the PO for the repair before the PM can be completed.

10/10/2025 RArnold - We are still waiting on the PO for the repair before the PM can be completed.

10/02/2025 Cever Fady working with site for PO for PM's

09/03/2025 RArnold -Customer sent PO to Fady today

08/27/2025 RArnold - Fady in contact with customer about PO for repair.

07/21/2025 RArnold -Follow up WO for device that failed PM. Repair WO is pending entitlement

🔧 Work Performed
1/20/2026 - IM - Annual PM
🔍 Technician Findings
1/20/2026 - IM - Annual PM
⚠️ Problem Description
Customer requesting a PM- 100088403
📄 Description
V60 Ventilator
📞 Call Description
PM - Trade - Customer Value PM

Timeline

📞
Case Linked Jul 18, 5:06 PM
Case Number: 00511893
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Jul 18, 5:29 PM
Work Order: WO-01292893
Type: Preventive Maintenance
Priority: PC
⏳ 1.8 business days
✅
Status: Ready for Release by Rebecca Arnold Jul 21, 9:13 AM
From: Entered
To: Ready for Release
Duration in Previous: 2d 15h
👷
▶
2 Technician Assigned Jul 21, 1:19 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Rebecca Arnold
From: Ready for Release
To: Assigned
Duration in Previous: 4h 5m
🚨 68.0 business days
📅
▶
3 Dispatch Scheduled Oct 22, 3:01 PM
Dispatch Scheduled → Technician Assigned → Status: Scheduled
👷
Technician Assigned by Rebecca Arnold
Technician: Fady Messak
🗓️
Status: Scheduled by Rebecca Arnold
From: Assigned
To: Scheduled
Duration in Previous: 93d 1h
🚨 18.4 business days
🆕
Status: Entered by Fady Messak Nov 17, 1:56 AM
From: Scheduled
To: Entered
Duration in Previous: 25d 11h
✅
▶
2 Status: Ready for Release Nov 17, 2:48 PM
Status: Ready for Release → Technician Assigned
👷
Technician Assigned by Rebecca Arnold
Technician: a0h8Y00000HS2g8QAD, Israel Martell
🚨 43.0 business days
📅
▶
3 Dispatch Scheduled Jan 14, 1:47 PM
Dispatch Scheduled → Status: Scheduled → Status: Ready for Scheduling
🗓️
Status: Scheduled by Rebecca Arnold
From: Assigned, Scheduled
To: Scheduled, Entered
Duration in Previous: 57d 22h, 0m
📅
Status: Ready for Scheduling by Rebecca Arnold
From: Entered
To: Ready for Scheduling
Duration in Previous: 1m
⏳ 2.0 business days
👷
▶
3 Technician Assigned Jan 15, 2:59 PM
Technician Assigned → Dispatch Scheduled → Status: Scheduled
📅
Dispatch Scheduled by Rebecca Arnold
Scheduled For: 2026-01-20T13:00:00.000+0000
🗓️
Status: Scheduled by Rebecca Arnold
From: Ready for Scheduling
To: Scheduled
Duration in Previous: 1d 1h
⏳ 4.0 business days
🔧
Status: Tech On Site by Israel Martell Jan 20, 1:22 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 22h
🚗
▶
2 Status: Tech Off Site Jan 20, 5:01 PM
Status: Tech Off Site → 2x Labor Added
⏱️
2x Labor Added
Type: Labor
Status: Open
Qty: 2.5, 1.5
✔️
Status: Completed by Israel Martell Jan 20, 5:15 PM
From: Tech Off Site
To: Completed
Duration in Previous: 13m
🏁
Status: Closed by Israel Martell Jan 20, 5:22 PM
From: Completed
To: Closed
Duration in Previous: 6m
⏳ 2.8 business days
⏱️
▶
2 Labor Added Jan 22, 12:21 PM
Labor Added → Status: 07e-Partial Project
📋
Status: 07e-Partial Project by Timothy Amburgey
From: Closed
To: 07e-Partial Project
Duration in Previous: 1d 19h
📄
Status: Ready to Bill by Timothy Amburgey Jan 22, 4:33 PM
From: 07e-Partial Project
To: Ready to Bill
Duration in Previous: 4h 7m
💰
Status: Invoiced by Josh Longway Jan 23, 4:00 AM
From: Ready to Bill
To: Invoiced
Duration in Previous: 11h 27m

Bottlenecks

Entered
Duration: 1.3 business days (threshold: 4.0 business hours)
Exceeded by 6.5 business hours
Assigned
Duration: 67.8 business days (threshold: 4.0 business hours)
Exceeded by 67.3 business days
Scheduled
Duration: 18.5 business days (threshold: 2.0 business days)
Exceeded by 16.5 business days
Entered
Duration: 1.0 business days (threshold: 4.0 business hours)
Exceeded by 4.0 business hours
Assigned
Duration: 42.5 business days (threshold: 4.0 business hours)
Exceeded by 42.0 business days
Ready for Scheduling
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 5.2 business hours
Scheduled
Duration: 3.5 business days (threshold: 2.0 business days)
Exceeded by 1.5 business days
Closed
Duration: 2.2 business days (threshold: 1.0 business days)
Exceeded by 1.2 business days
Ready to Bill
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.4 business hours

🔗 Related Artifacts

📞
Case 00511893
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
ERLA - PROD
Technician
Israel Martell
Scheduled
Jan 20, 8:00 AM
Created
Jul 18, 5:29 PM
Invoice #
N/A

Work Details (3)

Name Type Status Qty Amount Date
WL-03072205 Labor Open 2.5 $150.00 Jan 20, 5:04 PM
WL-03072206 Labor Open 1.5 $155.00 Jan 20, 5:04 PM
WL-03074955 Labor Open 0.016666666666667 $38.00 Jan 22, 12:21 PM

Details