Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01300016 ↗ ServiceMax

PHILIPS HEALTHCARE • PM • PC

📍 St Francis Hospital — 100 Port Washington Blvd, Roslyn NY, 11576

Aug 27, 2025 → Jul 30, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Aug 30, 2026
✓ SLA Met (20 biz days early)
Active: 68 biz days
Paused: 161 biz days
🕐 Clock stopped: Tech Off Site (Jul 31, 2026)
▶ Clock Running
Status: Created
Aug 28 → Aug 28, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸160d
⏸ Clock Paused
Status: Ready for Release
Aug 28 → Apr 22, 2026
160 business days (not counted)
61d
▶ Clock Running
Status: Scheduled
Apr 22 → Jul 21, 2026
61 business days (counted)
Running total: 61 of ? biz days used
▶ Clock Running
Status: Entered
Jul 21 → Jul 21, 2026
0 business days (counted)
Running total: 61 of ? biz days used
⏸ Clock Paused
Status: Ready for Release
Jul 21 → Jul 22, 2026
1 business day (not counted)
▶ Clock Running
Status: Reschedule
Jul 22 → Jul 28, 2026
4 business days (counted)
Running total: 65 of ? biz days used
▶ Clock Running
Status: Assigned
Jul 28 → Jul 28, 2026
0 business days (counted)
Running total: 65 of ? biz days used
▶ Clock Running
Status: Scheduled
Jul 28 → Jul 29, 2026
1 business day (counted)
Running total: 66 of ? biz days used
▶ Clock Running
Status: Tech On Site
Jul 29 → Jul 31, 2026
2 business days (counted)
Running total: 68 of ? biz days used
▶ Clock Running
Status: Scheduled
Jul 31 → Jul 31, 2026
0 business days (counted)
Running total: 68 of ? biz days used
▶ Clock Running
Status: Tech On Site
Jul 31 → Jul 31, 2026
0 business days (counted)
Running total: 68 of ? biz days used
Created: Aug 28, 2025 Tech Off Site: Jul 31, 2026
Show SLA Clock Detail (11 periods)
Period Status Clock Biz Days Running Total
Aug 28 → Aug 28 Created ▶ Running 0 0
Aug 28 → Apr 22 Ready for Release ⏸ Paused 160 —
Apr 22 → Jul 21 Scheduled ▶ Running 61 61
Jul 21 → Jul 21 Entered ▶ Running 0 61
Jul 21 → Jul 22 Ready for Release ⏸ Paused 1 —
Jul 22 → Jul 28 Reschedule ▶ Running 4 65
Jul 28 → Jul 28 Assigned ▶ Running 0 65
Jul 28 → Jul 29 Scheduled ▶ Running 1 66
Jul 29 → Jul 31 Tech On Site ▶ Running 2 68
Jul 31 → Jul 31 Scheduled ▶ Running 0 68
Jul 31 → Jul 31 Tech On Site ▶ Running 0 68
Dispatch 0.9d
Holding 162.3d (excluded)
Coordinators 67.5d
Field Work 2.4d
Billing 1.4d
✓ SLA Met
Dispatch
0.9 days
Over SLA
Holding (excluded from total)
162.3 days
Coordinators
67.5 days
Over SLA
Field Work
2.4 days
Over SLA
Billing
1.4 days
Over SLA
Created: Aug 28, 2025 Due: Aug 30, 2026 Completed: Jul 31, 2026 (30 days early)
📅
229.4 days Total Age
⏱️
161.0d in Ready for Release Longest Stage
🔄
13 transitions Status Changes
⚠️
65.8d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
4 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits (1 reschedule)
2 on-site visits — follow-up trip required
👤 Self-scheduled by Vivian Hyde — scheduling delays attributed to technician, not coordinators
Visit 1 Jul 30, 2026

AI Analysis

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Generating AI analysis...
Completed with significant delays
Invoiced • 353 days old
🚨
Primary Delay 161.0 days stuck in "Ready for Release"
⏱️
Total Delay 65.8 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.9d / 0.5d SLA
Ready for Release
162.3d
Scheduled
62.5d / 2.0d SLA
Reschedule
5.0d / 2.0d SLA
Tech On Site
2.3d / 1.0d SLA
Tech Off Site
0.1d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.0d / 1.0d SLA
07e-Partial Project
3.6d
Ready to Bill
1.4d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

07/24/2026 DMalloy - Called 516.562.6030 for Jerry Rodriguez. Explained the rescheduling issue with the devices. He agreed to have FSE Vivian onsite next week along with the Philips FSE beginning Tuesday 7/28/2026 late in the afternoon.  

jeronimo.rodriguez@chsli.org


07/21/2026 RArnold - Removed from Andre per Fady


07/16/2026 DMalloy - Called 516.562.6030 for Jerry Rodriguez. Advising of Andre's passing. Proposed FSE Vivian to complete on 8/24, 8/27 and 8/28. Spoke with rep and she advised that Jerry was on PTO until Monday. Explained the situation to her and advised i would follow up with an email. She asked for me to include the office manager on the email.  

alan.florence@chsli.org


04/22/2026 DMalloy - Called 516.562.6030 for Jerry Rodriguez. Spoke with customer and he agreed to have FSE Andre onsite July 20-July 23 After 5:00PM each day. Emailed a confirmation.  

jeronimo.rodriguez@chsli.org


04/17/2026 DMalloy - First Contact email sent to customer confirming the device location, serial number and proposed a date and time for a visit. July 20 – July 23 @ 5:00PM By Andre Samuda 

jeronimo.rodriguez@chsli.org

🔧 Work Performed
IntraSight - SN 155 - IP 81127808
⚠️ Problem Description
IntraSight - SN 155 - IP 81127808
📄 Description
Philips - Image Guided Therapy Device (IGT-D)
📞 Call Description
PM - Contract - BG Required PM

Timeline

📋
Work Order Created Aug 27, 11:09 PM
Work Order: WO-01300016
Type: PM
Priority: PC
✅
Status: Ready for Release by Mandy Newman Aug 28, 6:19 AM
From: Entered
To: Ready for Release
Duration in Previous: 7h 10m
🚨 161.0 business days
📅
▶
3 Dispatch Scheduled Apr 22, 10:57 AM
Dispatch Scheduled → Status: Scheduled → Technician Assigned
🗓️
Status: Scheduled by Deon Malloy
From: Ready for Release
To: Scheduled
Duration in Previous: 237d 4h
👷
Technician Assigned by Deon Malloy
Technician: Andre Samuda
🚨 62.0 business days
🆕
Status: Entered by Fady Messak Jul 21, 5:16 PM
From: Scheduled, Entered
To: Entered, Ready for Release
Duration in Previous: 90d 6h, 0m
🔄
Status: Reschedule by Deon Malloy Jul 22, 10:11 AM
From: Ready for Release
To: Reschedule
Duration in Previous: 16h 54m
⚠️ 5.0 business days
👷
▶
3 Status: Assigned Jul 28, 7:29 PM
Status: Assigned → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Rebecca Arnold
Technician: Vivian Hyde
📅
Dispatch Scheduled by Rebecca Arnold
Scheduled For: 2026-07-28T12:00:00.000+0000
🔧
Status: Tech On Site by Vivian Hyde Jul 28, 11:13 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 3h 43m
⏳ 2.1 business days
🗓️
Status: Scheduled by Vivian Hyde Jul 30, 8:17 PM
From: Tech On Site, Scheduled
To: Scheduled, Tech On Site
Duration in Previous: 1d 21h, 0m
🚗
Status: Tech Off Site by Vivian Hyde Jul 30, 10:06 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 1h 48m
⏱️
3x Labor Added Jul 30, 10:38 PM
Type: Labor, Travel
Status: Open
Qty: 0.5, 2
✔️
Status: Completed by Vivian Hyde Jul 30, 10:43 PM
From: Tech Off Site
To: Completed
Duration in Previous: 37m
🏁
Status: Closed by Vivian Hyde Jul 30, 10:54 PM
From: Completed
To: Closed
Duration in Previous: 10m
⏳ 2.1 business days
⏱️
Labor Added Aug 3, 3:16 PM
Type: Labor
Status: Open
Qty: N/A
📋
Status: 07e-Partial Project by Timothy Amburgey Aug 3, 3:34 PM
From: Closed
To: 07e-Partial Project
Duration in Previous: 3d 16h
⏳ 4.0 business days
📄
Status: Ready to Bill by Timothy Amburgey Aug 6, 4:40 PM
From: 07e-Partial Project
To: Ready to Bill
Duration in Previous: 3d 1h
📨
▶
2 Status: Invoice Pending Aug 7, 3:38 PM
Status: Invoice Pending → Invoice Created
🧾
Invoice Created
Invoice Number: SM-269777

Bottlenecks

Entered
Duration: 7.2 business hours (threshold: 4.0 business hours)
Exceeded by 3.2 business hours
Scheduled
Duration: 62.0 business days (threshold: 2.0 business days)
Exceeded by 60.0 business days
Reschedule
Duration: 5.0 business days (threshold: 2.0 business days)
Exceeded by 3.0 business days
Tech On Site
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.3 business hours

🔗 Related Artifacts

No related artifacts

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
PM
Branch
ERLA - PROD
Technician
Vivian Hyde
Scheduled
Jul 28, 8:00 AM
Created
Aug 27, 11:09 PM
Invoice #
SM-269777

Work Details (4)

Name Type Status Qty Amount Date
WL-03315212 Labor Open 0.5 $166.25 Jul 30, 10:38 PM
WL-03315213 Labor Open 2 $249.65 Jul 30, 10:38 PM
WL-03315214 Travel Open 5 $0.00 Jul 30, 10:38 PM
WL-03318674 Labor Open - $36.10 Aug 3, 3:16 PM

Details