Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01300064 ↗ ServiceMax

PHILIPS HEALTHCARE • PM • PC

📍 Richmond University Medical Center — 355 Bard Ave, Staten Island NY, 10310

Aug 27, 2025 → Sep 30, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Sep 30, 2026
✓ SLA Met
Active: 57 biz days
Paused: 214 biz days
🕐 Clock stopped: Tech Off Site (Sep 30, 2026)
▶ Clock Running
Status: Created
Aug 28 → Aug 28, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸184d
⏸ Clock Paused
Status: Ready for Release
Aug 28 → May 27, 2026
184 business days (not counted)
40d
▶ Clock Running
Status: Scheduled
May 27 → Jul 24, 2026
40 business days (counted)
Running total: 40 of ? biz days used
▶ Clock Running
Status: Entered
Jul 24 → Jul 24, 2026
0 business days (counted)
Running total: 40 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Jul 24 → Jul 29, 2026
3 business days (counted)
Running total: 43 of ? biz days used
▶ Clock Running
Status: Assigned
Jul 29 → Jul 29, 2026
0 business days (counted)
Running total: 43 of ? biz days used
▶ Clock Running
Status: Scheduled
Jul 29 → Aug 7, 2026
7 business days (counted)
Running total: 50 of ? biz days used
▶ Clock Running
Status: Entered
Aug 7 → Aug 7, 2026
0 business days (counted)
Running total: 50 of ? biz days used
⏸30d
⏸ Clock Paused
Status: Ready for Release
Aug 7 → Sep 21, 2026
30 business days (not counted)
▶ Clock Running
Status: Scheduled
Sep 21 → Sep 30, 2026
7 business days (counted)
Running total: 57 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 30 → Sep 30, 2026
0 business days (counted)
Running total: 57 of ? biz days used
Created: Aug 28, 2025 Tech Off Site: Sep 30, 2026
Show SLA Clock Detail (11 periods)
Period Status Clock Biz Days Running Total
Aug 28 → Aug 28 Created ▶ Running 0 0
Aug 28 → May 27 Ready for Release ⏸ Paused 184 —
May 27 → Jul 24 Scheduled ▶ Running 40 40
Jul 24 → Jul 24 Entered ▶ Running 0 40
Jul 24 → Jul 29 Ready for Scheduling ▶ Running 3 43
Jul 29 → Jul 29 Assigned ▶ Running 0 43
Jul 29 → Aug 7 Scheduled ▶ Running 7 50
Aug 7 → Aug 7 Entered ▶ Running 0 50
Aug 7 → Sep 21 Ready for Release ⏸ Paused 30 —
Sep 21 → Sep 30 Scheduled ▶ Running 7 57
Sep 30 → Sep 30 Tech On Site ▶ Running 0 57
Dispatch 0.9d
Holding 215.5d (excluded)
Coordinators 59.8d
Field Work 1.0d
Billing 6.5d
✓ SLA Met
Dispatch
0.9 days
Over SLA
Holding (excluded from total)
215.5 days
Coordinators
59.8 days
Over SLA
Field Work
1.0 days
Billing
6.5 days
Over SLA
Created: Aug 28, 2025 Due: Sep 30, 2026 Completed: Sep 30, 2026 (on time)
📅
272.0 days Total Age
⏱️
185.0d in Ready for Release Longest Stage
🔄
14 transitions Status Changes
⚠️
58.8d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
8 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

Powered by OpenAI
Generating AI analysis...
Completed with significant delays
Invoiced • 421 days old
🚨
Primary Delay 185.0 days stuck in "Ready for Release"
⏱️
Total Delay 58.8 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
215.5d
Scheduled
56.8d / 2.0d SLA
Ready for Scheduling
3.1d / 1.0d SLA
Tech On Site
0.8d / 1.0d SLA
Tech Off Site
0.1d / 2.0d SLA
Completed
0.1d / 1.0d SLA
Closed
1.2d / 1.0d SLA
07e-Partial Project
0.4d
Ready to Bill
6.5d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

09/21/2026 DMalloy - Called 718.818.1431 for Sara Vivona. I was advsied that Sara no longer worked for this location. Spoked with Susan Proce and she agreed to have FSE Vivian onsite on next week Wednesday September 30th at 10am. Emailed a confirmation.

sproce@rumcsi.org


08/07/2026 DMalloy - Removing from the FSE. Will need to reschedule


7/31/2026 VHyde - Multiple Calls made; no one picked up.


07/24/2026 DMalloy - Reminder email sent to the customer

svivona@rumcsi.org


05/27/2026 DMalloy - Called 718.818.1431 for Sara Vivona. Spoke with Sara and she agreed to have FSE Andre onsite on Friday, July 31, 2026, at 3:00pm. Emailed a confirmation.  

svivona@rumcsi.org


05/26/2026 Rbailey - Called 718.818.1431 Spoke with Donna. Sara is off and will be back tomorrow. Resending email for visibility


05/15/2026 DMalloy - First Contact email sent to customer Sara Vivona confirming the device location, serial number and proposed a date and time for a visit. 

svivona@rumcsi.org

🔧 Work Performed
IntraSight - SN 402892 - IP 108094265
⚠️ Problem Description
IntraSight - SN 402892 - IP 108094265
📄 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-01300064
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
🚨 185.0 business days
📅
▶
4 Dispatch Scheduled May 27, 12:23 PM
Dispatch Scheduled → Status: Scheduled → Technician Assigned → Dispatch Scheduled
🗓️
Status: Scheduled by Deon Malloy
From: Ready for Release
To: Scheduled
Duration in Previous: 272d 6h
👷
Technician Assigned by Deon Malloy
Technician: Andre Samuda
📅
Dispatch Scheduled by Deon Malloy
Scheduled For: 2026-07-31T19:00:00.000+0000
🚨 41.0 business days
🆕
Status: Entered by Deon Malloy Jul 24, 7:08 PM
From: Scheduled
To: Entered
Duration in Previous: 58d 6h
📅
Status: Ready for Scheduling by Deon Malloy Jul 24, 7:32 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 23m
⏳ 3.6 business days
👷
▶
3 Technician Assigned Jul 29, 12:31 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Rebecca Arnold
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 4d 16h, 0m
📅
Dispatch Scheduled by Rebecca Arnold
Scheduled For: 2026-07-31T12:00:00.000+0000
📅
Dispatch Scheduled by Deon Malloy Jul 29, 12:54 PM
Scheduled For: 2026-07-31T19:00:00.000+0000
⚠️ 5.0 business days
📅
Dispatch Scheduled by Deon Malloy Aug 4, 8:36 AM
Scheduled For: 2026-08-08T19:00:00.000+0000
⏳ 4.0 business days
📅
Dispatch Scheduled by Deon Malloy Aug 7, 4:01 PM
Scheduled For: 2026-08-15T19:00:00.000+0000
🆕
Status: Entered by Deon Malloy Aug 7, 4:06 PM
From: Scheduled, Entered
To: Entered, Ready for Release
Duration in Previous: 9d 3h, 0m
🚨 31.0 business days
👷
▶
4 Technician Assigned Sep 21, 12:57 PM
Technician Assigned → Dispatch Scheduled → Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Deon Malloy
Scheduled For: 2026-09-30T04:00:00.000+0000, 2026-09-30T00:00:00.000+0000
🗓️
Status: Scheduled by Deon Malloy
From: Ready for Release
To: Scheduled
Duration in Previous: 44d 20h
📅
Dispatch Scheduled by Deon Malloy
Scheduled For: 2026-09-30T14:00:00.000+0000
⚠️ 8.0 business days
🔧
Status: Tech On Site by Vivian Hyde Sep 30, 11:03 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 8d 22h
🚗
Status: Tech Off Site by Vivian Hyde Sep 30, 5:27 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 6h 24m
⏱️
▶
3 5x Labor Added Sep 30, 6:06 PM
5x Labor Added → Labor Added → Status: Completed
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 1.5
✔️
Status: Completed by Vivian Hyde
From: Tech Off Site
To: Completed
Duration in Previous: 42m
💵
Expenses Added Sep 30, 6:22 PM
Type: Expenses
Status: Open
Qty: 1
🏁
Status: Closed by Vivian Hyde Sep 30, 6:40 PM
From: Completed
To: Closed
Duration in Previous: 30m
⏱️
Labor Added Oct 1, 1:11 PM
Type: Labor
Status: Open
Qty: N/A
📋
Status: 07e-Partial Project by Timothy Amburgey Oct 1, 1:26 PM
From: Closed
To: 07e-Partial Project
Duration in Previous: 18h 45m
📄
Status: Ready to Bill by Timothy Amburgey Oct 1, 4:21 PM
From: 07e-Partial Project
To: Ready to Bill
Duration in Previous: 2h 55m
⚠️ 7.0 business days
📨
▶
2 Status: Invoice Pending Oct 9, 4:05 PM
Status: Invoice Pending → Invoice Created
🧾
Invoice Created
Invoice Number: SM-274856

Bottlenecks

Entered
Duration: 7.2 business hours (threshold: 4.0 business hours)
Exceeded by 3.2 business hours
Scheduled
Duration: 41.0 business days (threshold: 2.0 business days)
Exceeded by 39.0 business days
Ready for Scheduling
Duration: 3.1 business days (threshold: 1.0 business days)
Exceeded by 2.1 business days
Scheduled
Duration: 7.9 business days (threshold: 2.0 business days)
Exceeded by 5.9 business days
Scheduled
Duration: 7.9 business days (threshold: 2.0 business days)
Exceeded by 5.9 business days
Closed
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.3 business hours
Ready to Bill
Duration: 6.5 business days (threshold: 1.0 business days)
Exceeded by 5.5 business days

🔗 Related Artifacts

No related artifacts

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
PM
Branch
ERLA - PROD
Technician
Vivian Hyde
Scheduled
Sep 30, 10:00 AM
Created
Aug 27, 11:09 PM
Invoice #
SM-274856

Work Details (8)

Name Type Status Qty Amount Date
WL-03407850 Labor Open 1 $0.00 Sep 30, 6:06 PM
WL-03407851 Labor Open 2.5 $0.00 Sep 30, 6:06 PM
WL-03407852 Labor Open 2 $262.50 Sep 30, 6:06 PM
WL-03407853 Travel Open 15 $0.00 Sep 30, 6:06 PM
WL-03407854 Travel Open 20 $0.00 Sep 30, 6:06 PM
WL-03407855 Labor Open 1.5 $155.00 Sep 30, 6:07 PM
WL-03407884 Expenses Open 1 $0.00 Sep 30, 6:22 PM
WL-03409215 Labor Open - $36.10 Oct 1, 1:11 PM

Details