Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01294269 ↗ ServiceMax

PHILIPS HEALTHCARE • FCO • PC

📍 St Johns Riverside Hospital — 967 N Broadway, Yonkers NY, 10701

Jul 28, 2025 → Apr 7, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Dec 31, 2026
✓ SLA Met (183 biz days early)
Active: 130 biz days
Paused: 42 biz days
🕐 Clock stopped: Tech Off Site (Apr 7, 2026)
▶ Clock Running
Status: Created
Jul 28 → Jul 28, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸42d
⏸ Clock Paused
Status: Ready for Release
Jul 28 → Sep 25, 2025
42 business days (not counted)
126d
▶ Clock Running
Status: Ready for Scheduling
Sep 25 → Apr 1, 2026
126 business days (counted)
Running total: 126 of ? biz days used
▶ Clock Running
Status: Scheduled
Apr 1 → Apr 7, 2026
4 business days (counted)
Running total: 130 of ? biz days used
▶ Clock Running
Status: Tech On Site
Apr 7 → Apr 7, 2026
0 business days (counted)
Running total: 130 of ? biz days used
Created: Jul 28, 2025 Tech Off Site: Apr 7, 2026
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Jul 28 → Jul 28 Created ▶ Running 0 0
Jul 28 → Sep 25 Ready for Release ⏸ Paused 42 —
Sep 25 → Apr 1 Ready for Scheduling ▶ Running 126 126
Apr 1 → Apr 7 Scheduled ▶ Running 4 130
Apr 7 → Apr 7 Tech On Site ▶ Running 0 130
Dispatch 0.6d
Holding 42.4d (excluded)
Coordinators 131.9d
Field Work 0.3d
Billing 1.4d
✓ SLA Met
Dispatch
0.6 days
Over SLA
Holding (excluded from total)
42.4 days
Coordinators
131.9 days
Over SLA
Field Work
0.3 days
Billing
1.4 days
Over SLA
Created: Jul 28, 2025 Due: Dec 31, 2026 Completed: Apr 7, 2026 (268 days early)
📅
173.0 days Total Age
⏱️
127.0d in Ready for Scheduling Longest Stage
🔄
10 transitions Status Changes
⚠️
130.7d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
11 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00514072
URGENT Philips WO Request
Closed
866173 IntelliVue G7m Anesthesia Gas Module - Exchange of G7m Gas Modules with potential pump issue
Priority
Standard
Origin
Email
Reason
New Case
Contact
St John's Riverside Hospital
Owner
Shelby Robinson
Created
Jul 28, 2025
Work Orders from this Case (1)
WO-01294269 (current) Invoiced
FCO • Israel Martell
Created: Jul 28, 2025 • Closed: Apr 7, 2026
Completed with significant delays
Invoiced • 383 days old
🚨
Primary Delay 127.0 days stuck in "Ready for Scheduling"
⏱️
Total Delay 130.7 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.6d / 0.5d SLA
Ready for Release
42.4d
Ready for Scheduling
127.0d / 1.0d SLA
Scheduled
4.9d / 2.0d SLA
Tech On Site
0.2d / 1.0d SLA
Tech Off Site
0.1d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.2d / 1.0d SLA
07e-Partial Project
0.5d
Ready to Bill
1.4d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

05/05/2026 SRobinson- Created follow up WO as requested. (WO-01372548)

04/01/2026 DMalloy - Response received from customer advising that 4/8/2026 would work but the correct address for the location should be St. John’s Riverside Hospital - 967 N Broadway Yonkers, NY 10701. Updated.  

MMandese@riversidehealth.org


04/01/2026 DMalloy - Emailed customer advising that FSE Israel will be in the area on next week Wednesday 4/8/2026 to complete the remediations on the deivce.  

mmandese@riversidehealth.org  


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

12/08/2025 RArnold - Working with Field Sup to schedule FSE

11/06/2025 RArnold - Working with Field Sup to schedule FSE


09/25/2025 MKlose rcvd email from Matt, Confirm Devices.


09/25/2025 MKlose called 914-693-0700, xfer to biomed, spoke to Matt. He adv, they do not have the IntelliVue's in database by serial #. He would get with his supervisor to see how to look it up. sent email; mmandese@riversidehealth.org


08/07/2025 RArnold - Called 19146930700 asked for biomed. Left a message.

🔧 Work Performed
4/7/2026 - IM - Retrieved and verified defective device from customer as per FCO instructions.
🔍 Technician Findings
4/7/2026 - IM - Retrieved and verified defective device from customer as per FCO instructions.
⚠️ 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

📞
Case Linked Jul 28, 11:07 AM
Case Number: 00514072
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Jul 28, 11:43 AM
Work Order: WO-01294269
Type: FCO
Priority: PC
✅
Status: Ready for Release by Rebecca Arnold Jul 28, 4:52 PM
From: Entered
To: Ready for Release
Duration in Previous: 5h 8m
🚨 42.9 business days
📅
Status: Ready for Scheduling by Megan Klose Sep 25, 11:33 AM
From: Ready for Release
To: Ready for Scheduling
Duration in Previous: 58d 18h
🚨 127.0 business days
👷
▶
4 Technician Assigned Apr 1, 12:37 PM
Technician Assigned → Dispatch Scheduled → Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Deon Malloy
Scheduled For: 2026-04-08T04:00:00.000+0000, 2026-04-08T00:00:00.000+0000
🗓️
Status: Scheduled by Deon Malloy
From: Ready for Scheduling
To: Scheduled
Duration in Previous: 188d 1h
📅
Dispatch Scheduled by Deon Malloy
Scheduled For: 2026-04-08T12:00:00.000+0000
⚠️ 5.0 business days
📅
Dispatch Scheduled by Deon Malloy Apr 7, 2:44 PM
Scheduled For: 2026-04-07T12:00:00.000+0000
🔧
Status: Tech On Site by Israel Martell Apr 7, 4:16 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 6d 3h
⏱️
6x Labor Added Apr 7, 5:39 PM
Type: Labor, Expenses, Travel
Status: Open
Qty: 1.5, 37, 26
🚗
Status: Tech Off Site by Israel Martell Apr 7, 5:47 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 1h 30m
💵
▶
2 4x Expenses Added Apr 7, 6:16 PM
4x Expenses Added → Status: Completed
✔️
Status: Completed by Israel Martell
From: Tech Off Site
To: Completed
Duration in Previous: 32m
🏁
Status: Closed by Israel Martell Apr 7, 6:24 PM
From: Completed
To: Closed
Duration in Previous: 4m
⏳ 2.7 business days
⏱️
▶
2 Labor Added Apr 9, 12:47 PM
Labor Added → Status: 07e-Partial Project
📋
Status: 07e-Partial Project by Timothy Amburgey
From: Closed
To: 07e-Partial Project
Duration in Previous: 1d 18h
📄
Status: Ready to Bill by Timothy Amburgey Apr 9, 4:32 PM
From: 07e-Partial Project
To: Ready to Bill
Duration in Previous: 3h 40m
💰
Status: Invoiced by Josh Longway Apr 10, 4:00 AM
From: Ready to Bill
To: Invoiced
Duration in Previous: 11h 27m

Bottlenecks

Entered
Duration: 5.1 business hours (threshold: 4.0 business hours)
Exceeded by 1.1 business hours
Ready for Scheduling
Duration: 127.0 business days (threshold: 1.0 business days)
Exceeded by 126.0 business days
Scheduled
Duration: 4.9 business days (threshold: 2.0 business days)
Exceeded by 2.9 business days
Closed
Duration: 2.2 business days (threshold: 1.0 business days)
Exceeded by 1.2 business days
Ready to Bill
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.5 business hours

🔗 Related Artifacts

📞
Case 00514072
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
FCO
Branch
ERLA - PROD
Technician
Israel Martell
Scheduled
Apr 7, 8:00 AM
Created
Jul 28, 11:43 AM
Invoice #
N/A

Work Details (11)

Name Type Status Qty Amount Date
WL-03176554 Labor Open 1.5 $155.00 Apr 7, 5:39 PM
WL-03176555 Expenses Open 1 $0.00 Apr 7, 5:39 PM
WL-03176556 Travel Open 37 $0.00 Apr 7, 5:39 PM
WL-03176557 Travel Open 26 $0.00 Apr 7, 5:39 PM
WL-03176552 Labor Open 1.5 $0.00 Apr 7, 5:39 PM
WL-03176553 Labor Open 1 $47.50 Apr 7, 5:39 PM
WL-03176643 Expenses Open 1 $0.00 Apr 7, 6:16 PM
WL-03176644 Expenses Open 1 $0.00 Apr 7, 6:16 PM
WL-03176645 Expenses Open 1 $0.00 Apr 7, 6:16 PM
WL-03176646 Expenses Open 1 $0.00 Apr 7, 6:16 PM
WL-03179621 Labor Open 0.016666666666667 $38.00 Apr 9, 12:47 PM

Details