Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01302426 ↗ ServiceMax

PHILIPS HEALTHCARE • PM • PC

📍 New York Methodist Hospital Receiving Department — 7th Ave & 7th St, Brooklyn NY, 10022

Sep 5, 2025 → Jul 21, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Aug 30, 2026
✓ SLA Met (28 biz days early)
Active: 12 biz days
Paused: 204 biz days
🕐 Clock stopped: Tech Off Site (Jul 21, 2026)
▶ Clock Running
Status: Created
Sep 5 → Sep 7, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸204d
⏸ Clock Paused
Status: Ready for Release
Sep 7 → Jul 2, 2026
204 business days (not counted)
▶ Clock Running
Status: Scheduled
Jul 2 → Jul 21, 2026
12 business days (counted)
Running total: 12 of ? biz days used
▶ Clock Running
Status: Tech On Site
Jul 21 → Jul 21, 2026
0 business days (counted)
Running total: 12 of ? biz days used
Created: Sep 5, 2025 Tech Off Site: Jul 21, 2026
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Sep 5 → Sep 7 Created ▶ Running 0 0
Sep 7 → Jul 2 Ready for Release ⏸ Paused 204 —
Jul 2 → Jul 21 Scheduled ▶ Running 12 12
Jul 21 → Jul 21 Tech On Site ▶ Running 0 12
Dispatch 0.4d
Holding 204.0d (excluded)
Coordinators 13.0d
Field Work 0.8d
✓ SLA Met
Dispatch
0.4 days
Holding (excluded from total)
204.0 days
Coordinators
13.0 days
Over SLA
Field Work
0.8 days
Created: Sep 5, 2025 Due: Aug 30, 2026 Completed: Jul 22, 2026 (39 days early)
📅
216.4 days Total Age
⏱️
204.0d in Ready for Release Longest Stage
🔄
7 transitions Status Changes
⚠️
12.0d 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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Completed with significant delays
Invoiced • 343 days old
🚨
Primary Delay 204.0 days stuck in "Ready for Release"
⏱️
Total Delay 12.0 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
204.0d
Scheduled
13.0d / 2.0d SLA
Tech On Site
0.5d / 1.0d SLA
Tech Off Site
0.3d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

07/21/2026 DMalloy - Updating scheduled date for today per FSEs request. 


07/02/2026 DMalloy - Email received from the customer confirming the dates proposed. Dispatched and emailed a confirmation.  

her9009@nyp.org

bmhbiomed-mgt@nyp.org


07/02/2026 DMalloy - Called 917.376.7708 for Heidi Roberts. The call went straight to VM. Left a VM for a call back. Following up with an email. 

her9009@nyp.org

bmhbiomed-mgt@nyp.org


07/02/2026 DMalloy - Called 718.369.0169 for Heidi Roberts. Got a fast busy.. Will try calling the mobile # for this POC.



06/30/2026 DMalloy - Called 917.376.7708. No answer. Left a VM for a call back. Will follow up with a email with the same proposal dates for Vivian to be onsite.  

her9009@nyp.org

bmhbiomed-mgt@nyp.org


06/22/2026 DMalloy - Emailed customer proposing FSE Vivian be onsite on Monday, July 20, 2026 – Tuesday July 21, 2026, each day at 9:00am 

her9009@nyp.org

bmhbiomed-mgt@nyp.org


04/03/2026 RArnold - Customer requests scheduling in the month due

🔧 Work Performed
Device not found
⚠️ Problem Description
Sparq Ultrasound System - IP 85388348 - SN US62011854
📞 Call Description
PM - Contract - BG Required PM

Timeline

📋
Work Order Created Sep 5, 5:02 PM
Work Order: WO-01302426
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
🚨 204.0 business days
👷
▶
3 Technician Assigned Jul 2, 11:28 AM
Technician Assigned → Status: Scheduled → Dispatch Scheduled
🗓️
Status: Scheduled by Deon Malloy
From: Ready for Release
To: Scheduled
Duration in Previous: 298d 15h
📅
Dispatch Scheduled by Deon Malloy
Scheduled For: 2026-07-20T00:00:00.000+0000, 2026-07-20T04:00:00.000+0000
📅
Dispatch Scheduled by Deon Malloy Jul 2, 11:36 AM
Scheduled For: 2026-07-20T13:00:00.000+0000
🚨 12.1 business days
📅
Dispatch Scheduled by Vivian Hyde Jul 21, 12:25 AM
Scheduled For: 2026-07-21T13:00:00.000+0000
🔧
Status: Tech On Site by Vivian Hyde Jul 21, 2:14 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 19d 2h
🚗
Status: Tech Off Site by Vivian Hyde Jul 21, 6:01 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 3h 46m
⏱️
▶
3 2x Labor Added Jul 21, 8:16 PM
2x Labor Added → 2x Labor Added → Status: Completed
⏱️
2x Labor Added
Type: Labor, Travel
Status: Open
Qty: 1.5
✔️
Status: Completed by Vivian Hyde
From: Tech Off Site
To: Completed
Duration in Previous: 2h 19m
🏁
Status: Closed by Vivian Hyde Jul 21, 8:32 PM
From: Completed
To: Closed
Duration in Previous: 12m
⏳ 2.4 business days
📄
▶
2 Status: Ready to Bill Jul 23, 12:29 PM
Status: Ready to Bill → Invoice Created
🧾
Invoice Created
Invoice Number: SM-268125

Bottlenecks

Scheduled
Duration: 13.0 business days (threshold: 2.0 business days)
Exceeded by 11.0 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

No related artifacts

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
PM
Branch
ERLA - PROD
Technician
Vivian Hyde
Scheduled
Jul 21, 9:00 AM
Created
Sep 5, 5:02 PM
Invoice #
SM-268125

Work Details (4)

Name Type Status Qty Amount Date
WL-03302148 Labor Open 1 $0.00 Jul 21, 8:16 PM
WL-03302149 Labor Open 0.5 $0.00 Jul 21, 8:16 PM
WL-03302150 Labor Open 1.5 $0.00 Jul 21, 8:18 PM
WL-03302151 Travel Open 5 $0.00 Jul 21, 8:18 PM

Details