Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01300020 ↗ 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: Tech Off Site (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
Created: Aug 28, 2025 Tech Off Site: Jul 29, 2026
Show SLA Clock Detail (8 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
Dispatch 2.2d
Holding 161.0d (excluded)
Coordinators 67.5d
Field Work 0.8d
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
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
🔄
12 transitions Status Changes
⚠️
64.8d 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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Generating AI analysis...
Completed with significant delays
Invoiced • 353 days old
🚨
Primary Delay 161.0 days stuck in "Ready for Release"
⏱️
Total Delay 64.8 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
0.4d / 2.0d SLA
Completed
0.1d / 1.0d SLA
Closed
0.9d / 1.0d SLA
07e-Partial Project
1.9d
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
IntraSight - SN 154 - IP 81127807
⚠️ Problem Description
IntraSight - SN 154 - IP 81127807
📄 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-01300020
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, 10:43 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, 5:14 PM
From: Scheduled
To: Entered
Duration in Previous: 90d 6h
🔄
Status: Reschedule by Deon Malloy Jul 22, 10:10 AM
From: Entered
To: Reschedule
Duration in Previous: 16h 56m
⚠️ 5.0 business days
👷
▶
3 Status: Assigned Jul 28, 6:54 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 20m
🚗
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
✔️
▶
2 Status: Completed Jul 29, 4:19 AM
Status: Completed → 2x Labor Added
⏱️
2x Labor Added
Type: Labor
Status: Open
Qty: 0.5, 2
🏁
Status: Closed by Vivian Hyde Jul 29, 5:16 AM
From: Completed
To: Closed
Duration in Previous: 56m
⏱️
▶
2 Labor Added Jul 29, 12:29 PM
Labor Added → Status: 07e-Partial Project
📋
Status: 07e-Partial Project by Timothy Amburgey
From: Closed
To: 07e-Partial Project
Duration in Previous: 7h 14m
⏳ 2.0 business days
📄
Status: Ready to Bill by Timothy Amburgey Jul 30, 3:53 PM
From: 07e-Partial Project
To: Ready to Bill
Duration in Previous: 1d 3h
📨
Status: Invoice Pending by Timothy Amburgey Jul 31, 3:25 PM
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 23h 32m, 0m
⚠️ 7.0 business days
🧾
Invoice Created Aug 10, 8:07 AM
Invoice Number: SM-269078

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 6.8 business hours
Reschedule
Duration: 5.0 business days (threshold: 2.0 business days)
Exceeded by 3.0 business days
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-269078

Work Details (3)

Name Type Status Qty Amount Date
WL-03311730 Labor Open 0.5 $166.25 Jul 29, 4:22 AM
WL-03311731 Labor Open 2 $249.65 Jul 29, 4:22 AM
WL-03312071 Labor Open - $36.10 Jul 29, 12:29 PM

Details