Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01302488 ↗ ServiceMax

PHILIPS HEALTHCARE • PM • PC

📍 VA Medical Center West Haven — 950 Campbell Ave, West Haven CT, 06516

Sep 5, 2025 → May 4, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: May 4, 2026
✓ SLA Met
Active: 0 biz days
Paused: 163 biz days
🕐 Clock stopped: Completed (May 4, 2026)
▶ Clock Running
Status: Created
Sep 5 → Sep 5, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸163d
⏸ Clock Paused
Status: Ready for Release
Sep 5 → May 4, 2026
163 business days (not counted)
▶ Clock Running
Status: Assigned
May 4 → May 4, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Scheduled
May 4 → May 4, 2026
0 business days (counted)
Running total: 0 of ? biz days used
Created: Sep 5, 2025 Completed: May 4, 2026
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Sep 5 → Sep 5 Created ▶ Running 0 0
Sep 5 → May 4 Ready for Release ⏸ Paused 163 —
May 4 → May 4 Assigned ▶ Running 0 0
May 4 → May 4 Scheduled ▶ Running 0 0
Dispatch 0.0d
Holding 163.3d (excluded)
Billing 2.0d
✓ SLA Met
Dispatch
0.0 days
Holding (excluded from total)
163.3 days
Billing
2.0 days
Over SLA
Created: Sep 5, 2025 Due: May 4, 2026 Completed: May 4, 2026 (on time)
📅
163.4 days Total Age
⏱️
163.3d in Ready for Release Longest Stage
🔄
4 transitions Status Changes
⚠️
4.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
1 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Generating AI analysis...
Completed with minor delays
Invoiced • 342 days old
🚨
Primary Delay 163.3 days stuck in "Ready for Release"
⏱️
Total Delay 4.0 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.0d / 0.5d SLA
Ready for Release
163.3d
Closed
4.0d / 1.0d SLA
Ready to Bill
2.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

05/04/2026 RArnold - PWO completed by Philips FSE. Closed EWO with Planner labor

04/27/2026 mklose called 860-304-4344 for Steven, line rang no answer. unable to leave vm sending another email to steven.degray@va.gov

04/23/2026 YEspino Called 732-692-3024 to speak to Dr.Adnan Malik to verify the devices in question. Went straight to vm so i left a message.


04/23/2026 YEspino Called 203-641-5244 to verify the devices in question. Was unable to speak to anybody so i left a message.


03/30/2026 YEspino Called 203-641-5244 to verify the devices in question. Was unable to speak to anybody or leave a message because the line only rings a couple times and then the call is dropped.


03/06/2026 mklose sent email to off April14th

'isaac.mcbride@va.gov'; 'joseph.berry@va.gov'; 'steven.degray@va.gov'; 'damion.francis@va.gov'; sophia.macchia@va.gov; damion.francis@va.gov

02/23/2026 mklose called 203-641-5244 VM/LVM

02/23/2026 mklose called 203-641-5244. told AI why I was calling and line disconnected after being on hold.

02/23/2026 mklose called main facility and xfer to biomed, straight to vm/LVM

02/16/2026 mklose sent email to 'isaac.mcbride@va.gov'; ; joseph.berry@va.gov; steven.degray@va.gov; damion.francis@va.gov

02/03/2026 Mklose rcvd email from Dr Malik, he adv he is not POC, sent email to Isaac Mcbride

02/02/2026 Rbailey - Called 732.692.3024 NA Left VM advising that we were looking to come April 14. Resending email with this offer


01/26/2026 DMalloy - First Contact email sent to customer Dr. Adnan Malik confirming the device location, serial number and proposed a date and time for a visit. 

adnan.malik2@va.gov

🔧 Work Performed
Planner Labor
⚠️ Problem Description
EPIQ CVxi Ultrasound System - IP 117810852 - SN US325B0064
📞 Call Description
PM - Warranty - BG Required PM

Timeline

📋
Work Order Created Sep 5, 5:02 PM
Work Order: WO-01302488
Type: PM
Priority: PC
✅
Status: Ready for Release by Mandy Newman Sep 5, 5:19 PM
From: Entered
To: Ready for Release
Duration in Previous: 16m
🚨 163.8 business days
👷
▶
4 Technician Assigned May 4, 11:54 AM
Technician Assigned → Status: Assigned → Dispatch Scheduled → Labor Added
👷
Status: Assigned by Rebecca Arnold
From: Ready for Release, Assigned, Scheduled, Completed
To: Assigned, Scheduled, Completed, Closed
Duration in Previous: 240d 18h, 0m
📅
Dispatch Scheduled by Rebecca Arnold
Scheduled For: 2026-05-04T04:00:00.000+0000
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 0.016666666666667
⏳ 4.0 business days
📄
Status: Ready to Bill by Timothy Amburgey May 7, 10:07 AM
From: Closed
To: Ready to Bill
Duration in Previous: 2d 22h
💰
Status: Invoiced by Josh Longway May 8, 4:00 AM
From: Ready to Bill
To: Invoiced
Duration in Previous: 17h 52m

Bottlenecks

Closed
Duration: 4.0 business days (threshold: 1.0 business days)
Exceeded by 3.0 business days
Ready to Bill
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
Fady Messak
Scheduled
May 4, 12:00 AM
Created
Sep 5, 5:02 PM
Invoice #
N/A

Work Details (1)

Name Type Status Qty Amount Date
WL-03213480 Labor Open 0.016666666666667 $38.00 May 4, 11:55 AM

Details