Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01300071 ↗ ServiceMax

PHILIPS HEALTHCARE • PM • PC

📍 New York Presbyterian HospitalWeill Cornell Medical Center — 525 E 68th St, New York NY, 10065

Aug 27, 2025 → May 22, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Jun 30, 2026
✓ SLA Met (25 biz days early)
Active: 9 biz days
Paused: 173 biz days
🕐 Clock stopped: Completed (May 22, 2026)
▶ Clock Running
Status: Created
Aug 28 → Aug 28, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸173d
⏸ Clock Paused
Status: Ready for Release
Aug 28 → May 11, 2026
173 business days (not counted)
▶ Clock Running
Status: Scheduled
May 11 → May 22, 2026
9 business days (counted)
Running total: 9 of ? biz days used
Created: Aug 28, 2025 Completed: May 22, 2026
Show SLA Clock Detail (3 periods)
Period Status Clock Biz Days Running Total
Aug 28 → Aug 28 Created ▶ Running 0 0
Aug 28 → May 11 Ready for Release ⏸ Paused 173 —
May 11 → May 22 Scheduled ▶ Running 9 9
Dispatch 0.9d
Holding 174.0d (excluded)
Coordinators 10.0d
Billing 48.6d
✓ SLA Met
Dispatch
0.9 days
Over SLA
Holding (excluded from total)
174.0 days
Coordinators
10.0 days
Over SLA
Billing
48.6 days
Over SLA
Created: Aug 28, 2025 Due: Jun 30, 2026 Completed: May 22, 2026 (39 days early)
📅
183.0 days Total Age
⏱️
174.0d in Ready for Release Longest Stage
🔄
14 transitions Status Changes
⚠️
9.8d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
9 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Completed with minor delays
Invoiced • 353 days old
🚨
Primary Delay 174.0 days stuck in "Ready for Release"
⏱️
Total Delay 9.8 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
174.0d
Scheduled
10.0d / 2.0d SLA
Closed
1.2d / 1.0d SLA
07e-Partial Project
3.0d
Ready to Bill
3.5d / 1.0d SLA
Invoiced
28.1d
Billing Correction Needed
16.2d
Billing Review
0.8d / 2.0d 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."

07/31/2026 MNewman - Corrected. RTB.

07/31/2026 Jsackett - Deleted SM-267762, returned WO to Billing Correction for Update + Rebill per credit request

07/22/2026 MNewman - Invoice rejected. "IGTD PM are $249.65 for labor, $166.25 for travel, and $36.10 for planner please revise LF"

07.16.2026 TAmburgey - Invoice rejected by Philips (6/2) for incorrect rates; Philips specified the correct amounts as Labor $262.50 (2025 rate), Travel $155.00 (new rate), Planner $36.10 (2026 rate card), $453.60 total. Mandy confirmed these year-1 rates with Milton; Chris Bakkemo approved the credit (6/4) and Jane Sackett deleted SM-263386 and returned the WO to Billing Correction. Corrected the invoice to the exact rates Philips requested. Placing the work order into ready to bill so we can invoice it tonight.

06/24/2026 Jsackett - Deleted SM-263386, returned to Billing correction for update and rebill

05/11/2026 DMalloy - Email recieved from the customer advising any date in the morning or afternoon. Scheduled for Wednesday, May 20, 2026, at 1:00pm. Emailed a confirmation.  

grf9011@nyp.org


05/08/2026 DMalloy - Called (347) 978-3720 for Edwin "OJ" Ruiz. No anwser and No option to leave a VM. Resent email.  

eruiz@nyp.org

grf9011@nyp.org


02/26/2026 RArnold - Called (347) 978-3720 for Edwin. Left a message. Sending emial for update on scheduling


02/24/2026 RArnold - Emailed Edwin to dicuss good day and time to schedule

02/06/2026 RArnold - Per Edwin

Our data shows the following:


- Asset#B2029341

- SN#402884

- WC

- 5TH FL

- Payson bldg..

- Room P-05-513


02/06/2026 RArnold - Called (347) 978-3720 for Edwin "OJ" Ruiz. Left a message. Sending email to confirm SN# and location. 

eruiz@nyp.org

🔧 Work Performed
PERFORMED ANNUAL PREVENTIVE MAINTENANCE AND PERFORMANCE ASSURANCE TEST AND INSPECTION. ALL PM AND PA RESULTS PASSED.ADVISED CUSTOMER AND PLACED BACK INTO SERVICE.
🔍 Technician Findings
PERFORMED ANNUAL PREVENTIVE MAINTENANCE AND PERFORMANCE ASSURANCE TEST AND INSPECTION. ALL PM AND PA RESULTS PASSED.ADVISED CUSTOMER AND PLACED BACK INTO SERVICE.
⚠️ Problem Description
IntraSight - SN 402884 - IP 106932084
📄 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-01300071
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
🚨 174.0 business days
👷
▶
3 Technician Assigned May 11, 10:59 AM
Technician Assigned → Dispatch Scheduled → Status: Scheduled
📅
Dispatch Scheduled by Deon Malloy
Scheduled For: 2026-05-20T04:00:00.000+0000, 2026-05-20T00:00:00.000+0000, 2026-05-20T17:00:00.000+0000
🗓️
Status: Scheduled by Deon Malloy
From: Ready for Release
To: Scheduled
Duration in Previous: 256d 4h
🚨 10.0 business days
⏱️
▶
2 Labor Added May 22, 6:22 PM
Labor Added → 4x Expenses Added
💵
4x Expenses Added
Type: Expenses, Travel
Status: Open
Qty: 1, 26
⏱️
▶
3 2x Labor Added May 22, 6:29 PM
2x Labor Added → Labor Added → Status: Completed
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 1
✔️
Status: Completed by Andre Samuda
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 11d 7h, 0m
⏳ 1.6 business days
⏱️
Labor Added May 26, 7:19 AM
Type: Labor
Status: Open
Qty: N/A
📋
Status: 07e-Partial Project by Timothy Amburgey May 26, 11:44 AM
From: Closed
To: 07e-Partial Project
Duration in Previous: 3d 17h
⏳ 3.0 business days
📄
Status: Ready to Bill by Timothy Amburgey May 28, 4:37 PM
From: 07e-Partial Project
To: Ready to Bill
Duration in Previous: 2d 4h
📨
Status: Invoice Pending by Timothy Amburgey May 29, 3:02 PM
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 22h 24m, 0m
🚨 18.0 business days
💵
Status: Billing Review by Jane Sackett Jun 24, 9:35 AM
From: Invoiced, Billing Review
To: Billing Review, Billing Correction Needed
Duration in Previous: 25d 18h, 0m
🚨 16.0 business days
📄
Status: Ready to Bill by Timothy Amburgey Jul 16, 1:23 PM
From: Billing Correction Needed
To: Ready to Bill
Duration in Previous: 22d 3h
💵
Status: Billing Review by Timothy Amburgey Jul 17, 8:16 AM
From: Ready to Bill
To: Billing Review
Duration in Previous: 18h 52m
📄
Status: Ready to Bill by Mandy Newman Jul 17, 2:33 PM
From: Billing Review
To: Ready to Bill
Duration in Previous: 6h 17m
📨
Status: Invoice Pending by Timothy Amburgey Jul 17, 4:32 PM
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 1h 59m, 0m
🚨 10.9 business days
💵
Status: Billing Review by Jane Sackett Jul 31, 1:34 PM
From: Invoiced, Billing Review
To: Billing Review, Billing Correction Needed
Duration in Previous: 13d 21h, 0m
📄
Status: Ready to Bill by Mandy Newman Jul 31, 3:03 PM
From: Billing Correction Needed
To: Ready to Bill
Duration in Previous: 1h 28m
📨
Status: Invoice Pending by Timothy Amburgey Jul 31, 3:26 PM
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 23m, 0m
⚠️ 7.9 business days
🧾
Invoice Created Aug 11, 6:52 AM
Invoice Number: SM-269081

Bottlenecks

Entered
Duration: 7.2 business hours (threshold: 4.0 business hours)
Exceeded by 3.2 business hours
Scheduled
Duration: 10.0 business days (threshold: 2.0 business days)
Exceeded by 8.0 business days
Closed
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.5 business hours
Ready to Bill
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.4 business hours
Ready to Bill
Duration: 1.8 business days (threshold: 1.0 business days)
Exceeded by 6.6 business hours

🔗 Related Artifacts

No related artifacts

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
PM
Branch
ERLA - PROD
Technician
Andre Samuda
Scheduled
May 20, 1:00 PM
Created
Aug 27, 11:09 PM
Invoice #
SM-269081

Work Details (9)

Name Type Status Qty Amount Date
WL-03236362 Labor Open 2 $166.25 May 22, 6:22 PM
WL-03236378 Expenses Open 1 $0.00 May 22, 6:25 PM
WL-03236379 Expenses Open 1 $0.00 May 22, 6:25 PM
WL-03236380 Travel Open 26 $0.00 May 22, 6:25 PM
WL-03236381 Travel Open 26 $0.00 May 22, 6:25 PM
WL-03236383 Labor Open 1 $249.65 May 22, 6:29 PM
WL-03236384 Labor Open 2 $0.00 May 22, 6:29 PM
WL-03236386 Labor Open 1 $0.00 May 22, 6:31 PM
WL-03237667 Labor Open - $36.10 May 26, 7:19 AM

Details