Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01302324 ↗ ServiceMax

PHILIPS HEALTHCARE • PM • PC

📍 Richmond Valley Veterinary Practice — 4915 Arthur Kill Rd, Staten Island NY, 10309

Sep 5, 2025 → Jul 28, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Aug 30, 2026
✓ SLA Met (22 biz days early)
Active: 23 biz days
Paused: 199 biz days
🕐 Clock stopped: Tech Off Site (Jul 29, 2026)
▶ Clock Running
Status: Created
Sep 5 → Sep 7, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸199d
⏸ Clock Paused
Status: Ready for Release
Sep 7 → Jun 25, 2026
199 business days (not counted)
22d
▶ Clock Running
Status: Scheduled
Jun 25 → Jul 28, 2026
22 business days (counted)
Running total: 22 of ? biz days used
▶ Clock Running
Status: Tech On Site
Jul 28 → Jul 29, 2026
1 business day (counted)
Running total: 23 of ? biz days used
Created: Sep 5, 2025 Tech Off Site: Jul 29, 2026
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Sep 5 → Sep 7 Created ▶ Running 0 0
Sep 7 → Jun 25 Ready for Release ⏸ Paused 199 —
Jun 25 → Jul 28 Scheduled ▶ Running 22 22
Jul 28 → Jul 29 Tech On Site ▶ Running 1 23
Dispatch 0.4d
Holding 199.0d (excluded)
Coordinators 22.3d
Field Work 1.3d
Billing 1.5d
✓ SLA Met
Dispatch
0.4 days
Holding (excluded from total)
199.0 days
Coordinators
22.3 days
Over SLA
Field Work
1.3 days
Over SLA
Billing
1.5 days
Over SLA
Created: Sep 5, 2025 Due: Aug 30, 2026 Completed: Jul 29, 2026 (32 days early)
📅
221.8 days Total Age
⏱️
199.0d in Ready for Release Longest Stage
🔄
9 transitions Status Changes
⚠️
21.1d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
4 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 • 343 days old
🚨
Primary Delay 199.0 days stuck in "Ready for Release"
⏱️
Total Delay 21.1 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.4d / 0.5d SLA
Ready for Release
199.0d
Scheduled
22.3d / 2.0d SLA
Tech On Site
1.3d / 1.0d SLA
Tech Off Site
0.1d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA
07e-Partial Project
1.9d
Ready to Bill
1.5d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

07/22/2026 DMalloy - Reminder email sent to the customer.  

adreageniton@gmail.com


06/25/2026 Rbailey - Called 718.948.3331 Spoke to Adrea. She advised that we could come on July 28 @9 Sending Email and Advising Planner


06/25/2026 Rbailey - Called 917.364.3104 Adrea Geniton NA . Mailbox full.


06/24/2026 DMalloy - Called 718.948.3331 the main line for this location. Placed on hold. The rep finally answered and she hung up before I caould ask for Adrea Geniton. Will call back. 


06/24/2026 DMalloy - Called 917.364.3104 for Adrea Geniton. No answer. Left a VM for a call back. 


05/22/2026 DMalloy - POC OOO on Fridays. Resent the proposal email with updated dates for visability. Set reminder to give the customer a call on next week Tuesday.  

adreageniton@gmail.com 


05/15/2026 Rbailey - Called 718.948.3331 for Adrea Geniton was advised by the Office that Adrea is out on Fridays


05/15/2026 Rbailey - Called 917.364.3104 Adrea Geniton. NA Left a VM for a call back. Will follow Up with an email.  

adreageniton@gmail.com 


05/07/2026 DMalloy - Called 917.364.3104 Adrea Geniton. No answer. Left a VM for a call back. Will follow Up with an email.  

adreageniton@gmail.com 


04/30/2026 DMalloy - Called 718.948.3331 for Adrea Geniton. Reached reception. She took my information for a call back. Will also follow up with an email proposing Vivian to be onsite on Friday 6/12 at 9am or Thursday 6/18 at 9am 

adreageniton@gmail.com PMKPIEXEMPT_POC


04/24/2026 Rbailey - Called 917.364.3104 Adrea Geniton NA . Mailbox full. Resending email


04/20/2026 DMalloy -First Contact email sent to customer confirming the device location, serial number and proposed a date and time for a visit.

adreageniton@gmail.com

🔧 Work Performed
Affiniti 30 Ultrasound System - IP 86194781 - SN US720E1095
⚠️ Problem Description
Affiniti 30 Ultrasound System - IP 86194781 - SN US720E1095
📞 Call Description
PM - Contract - BG Required PM

Timeline

📋
Work Order Created Sep 5, 5:02 PM
Work Order: WO-01302324
Type: PM
Priority: PC
⏳ 0.9 business days
✅
Status: Ready for Release by Mandy Newman Sep 6, 8:23 PM
From: Entered
To: Ready for Release
Duration in Previous: 1d 3h
🚨 199.0 business days
📅
▶
4 Dispatch Scheduled Jun 25, 5:44 PM
Dispatch Scheduled → Status: Scheduled → Technician Assigned → Dispatch Scheduled
🗓️
Status: Scheduled by Deon Malloy
From: Ready for Release
To: Scheduled
Duration in Previous: 291d 21h
👷
Technician Assigned by Deon Malloy
Technician: Vivian Hyde
📅
Dispatch Scheduled by Deon Malloy
Scheduled For: 2026-07-28T13:00:00.000+0000
🚨 22.8 business days
🔧
Status: Tech On Site by Vivian Hyde Jul 28, 12:31 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 32d 18h
🚗
Status: Tech Off Site by Vivian Hyde Jul 28, 10:37 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 10h 6m
⏱️
3x Labor Added Jul 28, 10:45 PM
Type: Labor, Travel
Status: Open
Qty: 1.5, 2, 25
✔️
Status: Completed by Vivian Hyde Jul 28, 11:07 PM
From: Tech Off Site
To: Completed
Duration in Previous: 29m
🏁
Status: Closed by Vivian Hyde Jul 28, 11:12 PM
From: Completed
To: Closed
Duration in Previous: 5m
⏱️
▶
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: 13h 18m
⏳ 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: Invoiced by Josh Longway Jul 31, 4:00 AM
From: Ready to Bill
To: Invoiced
Duration in Previous: 12h 7m

Bottlenecks

Scheduled
Duration: 22.3 business days (threshold: 2.0 business days)
Exceeded by 20.3 business days
Tech On Site
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.1 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, 9:00 AM
Created
Sep 5, 5:02 PM
Invoice #
N/A

Work Details (4)

Name Type Status Qty Amount Date
WL-03311569 Labor Open 1.5 $0.00 Jul 28, 10:45 PM
WL-03311570 Labor Open 2 $275.00 Jul 28, 10:45 PM
WL-03311571 Travel Open 25 $0.00 Jul 28, 10:45 PM
WL-03312073 Labor Open - $38.00 Jul 29, 12:29 PM

Details