Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01300018 ↗ ServiceMax

PHILIPS HEALTHCARE • PM • PC

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

Aug 27, 2025 → Jul 29, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Aug 30, 2026
✓ SLA Met (22 biz days early)
Active: 67 biz days
Paused: 160 biz days
🕐 Clock stopped: Invoiced (Jul 29, 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 22, 2026
1 business day (counted)
Running total: 62 of ? biz days used
▶ Clock Running
Status: Reschedule
Jul 22 → Jul 28, 2026
4 business days (counted)
Running total: 66 of ? biz days used
▶ Clock Running
Status: Assigned
Jul 28 → Jul 28, 2026
0 business days (counted)
Running total: 66 of ? biz days used
▶ Clock Running
Status: Scheduled
Jul 28 → Jul 29, 2026
1 business day (counted)
Running total: 67 of ? biz days used
▶ Clock Running
Status: Tech On Site
Jul 29 → Jul 29, 2026
0 business days (counted)
Running total: 67 of ? biz days used
▶ Clock Running
Status: Tech Off Site
Jul 29 → Jul 29, 2026
0 business days (counted)
Running total: 67 of ? biz days used
▶ Clock Running
Status: Completed
Jul 29 → Jul 29, 2026
0 business days (counted)
Running total: 67 of ? biz days used
▶ Clock Running
Status: Incomplete
Jul 29 → Jul 29, 2026
0 business days (counted)
Running total: 67 of ? biz days used
Created: Aug 28, 2025 Invoiced: Jul 29, 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 22 Entered ▶ Running 1 62
Jul 22 → Jul 28 Reschedule ▶ Running 4 66
Jul 28 → Jul 28 Assigned ▶ Running 0 66
Jul 28 → Jul 29 Scheduled ▶ Running 1 67
Jul 29 → Jul 29 Tech On Site ▶ Running 0 67
Jul 29 → Jul 29 Tech Off Site ▶ Running 0 67
Jul 29 → Jul 29 Completed ▶ Running 0 67
Jul 29 → Jul 29 Incomplete ▶ Running 0 67
Dispatch 2.2d
Holding 161.0d (excluded)
Coordinators 67.5d
Field Work 0.8d
Incomplete 1.0d (excluded)
Billing 1.5d
✓ SLA Met
Dispatch
2.2 days
Over SLA
Holding (excluded from total)
161.0 days
Coordinators
67.5 days
Over SLA
Field Work
0.8 days
Incomplete (excluded from total)
1.0 days
Billing
1.5 days
Over SLA
Created: Aug 28, 2025 Due: Aug 30, 2026 Completed: Jul 29, 2026 (32 days early)
📅
228.0 days Total Age
⏱️
161.0d in Ready for Release Longest Stage
🔄
13 transitions Status Changes
⚠️
65.5d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Completed with significant delays
Invoiced • 353 days old
🚨
Primary Delay 161.0 days stuck in "Ready for Release"
⏱️
Total Delay 65.5 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
2.2d / 0.5d SLA
Ready for Release
161.0d
Scheduled
62.5d / 2.0d SLA
Reschedule
5.0d / 2.0d SLA
Tech On Site
0.2d / 1.0d SLA
Tech Off Site
0.3d / 2.0d SLA
Completed
0.2d / 1.0d SLA
Incomplete
1.0d
Closed
1.7d / 1.0d SLA
07e-Partial Project
0.8d
Ready to Bill
1.5d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

08/10/2026 MNewman - Invoice rejected. Received email from Priya. "During my time-off, my team referred to old IGT-D PM rate card and rejected few invoices which prompted you to use the old rate card subsequently. During my regular check I caught this error, and here is the plan to fix the issue.

  • Invoices you sent us last week (Week 07.24.2026 zip file): Please revise them with latest rate card and resubmit them."

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


07/16/2026 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
SyncVision - SN 124320090223 - IP 75121653
⚠️ Problem Description
SyncVision - SN 124320090223 - IP 75121653
📄 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-01300018
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, 10:53 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, 5:15 PM
From: Scheduled
To: Entered
Duration in Previous: 90d 6h
🔄
Status: Reschedule by Deon Malloy Jul 22, 10:11 AM
From: Entered
To: Reschedule
Duration in Previous: 16h 56m
⚠️ 5.0 business days
👷
▶
3 Status: Assigned Jul 28, 7:03 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, 11:15 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 4h 10m
🚗
Status: Tech Off Site by Vivian Hyde Jul 29, 1:04 AM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 1h 48m
✔️
Status: Completed by Vivian Hyde Jul 29, 3:37 AM
From: Tech Off Site
To: Completed
Duration in Previous: 2h 33m
⏱️
5x Labor Added Jul 29, 4:27 AM
Type: Labor, Expenses, Travel
Status: Open
Qty: 2, 1, 20
⚠️
Status: Incomplete by Vivian Hyde Jul 29, 5:15 AM
From: Completed
To: Incomplete
Duration in Previous: 1h 38m
🏁
Status: Closed by Vivian Hyde Jul 29, 2:11 PM
From: Incomplete
To: Closed
Duration in Previous: 8h 55m
⏱️
▶
2 Labor Added Jul 30, 9:17 AM
Labor Added → Status: 07e-Partial Project
📋
Status: 07e-Partial Project by Timothy Amburgey
From: Closed
To: 07e-Partial Project
Duration in Previous: 19h 9m
📄
Status: Ready to Bill by Timothy Amburgey Jul 30, 3:53 PM
From: 07e-Partial Project
To: Ready to Bill
Duration in Previous: 6h 32m
📨
Status: Invoice Pending by Timothy Amburgey Jul 31, 3:24 PM
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 23h 31m, 0m
⚠️ 7.0 business days
🧾
Invoice Created Aug 10, 8:07 AM
Invoice Number: SM-269076

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
Entered
Duration: 1.3 business days (threshold: 4.0 business hours)
Exceeded by 6.7 business hours
Reschedule
Duration: 5.0 business days (threshold: 2.0 business days)
Exceeded by 3.0 business days
Closed
Duration: 1.7 business days (threshold: 1.0 business days)
Exceeded by 5.8 business hours
Ready to Bill
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 4.1 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-269076

Work Details (6)

Name Type Status Qty Amount Date
WL-03311732 Labor Open 2 $249.65 Jul 29, 4:27 AM
WL-03311733 Labor Open 1 $166.25 Jul 29, 4:27 AM
WL-03311734 Expenses Open 1 $0.00 Jul 29, 4:27 AM
WL-03311735 Expenses Open 1 $0.00 Jul 29, 4:27 AM
WL-03311736 Travel Open 20 $0.00 Jul 29, 4:27 AM
WL-03313471 Labor Open - $36.10 Jul 30, 9:17 AM

Details