Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01302667 ↗ ServiceMax

PHILIPS HEALTHCARE • PM • PC

📍 NYU Langone Winthrop Univ Hosp-Cardiology — 212 Jericho Tpke, Mineola NY, 11501

Sep 5, 2025 → Sep 2, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Sep 30, 2026
✓ SLA Met (18 biz days early)
Active: 69 biz days
Paused: 179 biz days
🕐 Clock stopped: Tech Off Site (Sep 3, 2026)
▶ Clock Running
Status: Created
Sep 5 → Sep 7, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸179d
⏸ Clock Paused
Status: Ready for Release
Sep 7 → May 27, 2026
179 business days (not counted)
47d
▶ Clock Running
Status: Scheduled
May 27 → Aug 4, 2026
47 business days (counted)
Running total: 47 of ? biz days used
▶ Clock Running
Status: Entered
Aug 4 → Aug 4, 2026
0 business days (counted)
Running total: 47 of ? biz days used
▶ Clock Running
Status: Scheduled
Aug 4 → Sep 2, 2026
21 business days (counted)
Running total: 68 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 2 → Sep 3, 2026
1 business day (counted)
Running total: 69 of ? biz days used
Created: Sep 5, 2025 Tech Off Site: Sep 3, 2026
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Sep 5 → Sep 7 Created ▶ Running 0 0
Sep 7 → May 27 Ready for Release ⏸ Paused 179 —
May 27 → Aug 4 Scheduled ▶ Running 47 47
Aug 4 → Aug 4 Entered ▶ Running 0 47
Aug 4 → Sep 2 Scheduled ▶ Running 21 68
Sep 2 → Sep 3 Tech On Site ▶ Running 1 69
Dispatch 0.4d
Holding 179.0d (excluded)
Coordinators 69.7d
Field Work 1.1d
Billing 2.0d
✓ SLA Met
Dispatch
0.4 days
Holding (excluded from total)
179.0 days
Coordinators
69.7 days
Over SLA
Field Work
1.1 days
Over SLA
Billing
2.0 days
Over SLA
Created: Sep 5, 2025 Due: Sep 30, 2026 Completed: Sep 3, 2026 (27 days early)
📅
247.5 days Total Age
⏱️
179.0d in Ready for Release Longest Stage
🔄
10 transitions Status Changes
⚠️
66.7d 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 • 411 days old
🚨
Primary Delay 179.0 days stuck in "Ready for Release"
⏱️
Total Delay 66.7 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
179.0d
Scheduled
69.7d / 2.0d SLA
Tech On Site
1.0d / 1.0d SLA
Tech Off Site
0.1d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
2.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

08/12/2026 Rbailey - Called 516.663.4480 tried to enter ext 4539 prssed #. Spoke with girl who Xfer'd to Janice. We discussed Vivian Hyde coming onsite Sept 2 @1030. Sending email to Update. Dispatching WOs


08/04/2026 DMalloy - Moving from Andre to Vivian for the same date and time. Emailed customer with the update.

janice.mcguinness@nyulangone.org


05/27/2026 DMalloy- Called 516.663.4480 Ext 4539. Selected option 7. Reached a operator.Explained the reason for may call and asked to be transferred to Extension 4539 for Janice McGuinness. Transferred. Spoke with Janice and she agreed to have Andre onsite on Friday, August 21, 2026 at 1:00pm. Emailed a confirmation.  

janice.mcguinness@nyulangone.org


05/27/2026 DMalloy- Called 516.663.4480 Ext 4539. Was taken to the incorrect extension. Did not leave a VM. Will call back.  


05/19/2026 DMalloy -First Contact email sent to customer device location, serial number and proposed a date and time for a visit. 

janice.mcguinness@nyulangone.org

🔧 Work Performed
EPIQ CVx Ultrasound System - IP 98778980 - SN US822B0642
⚠️ Problem Description
EPIQ CVx Ultrasound System - IP 98778980 - SN US822B0642
📞 Call Description
PM - Contract - BG Required PM

Timeline

📋
Work Order Created Sep 5, 5:02 PM
Work Order: WO-01302667
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
🚨 179.0 business days
👷
▶
4 Technician Assigned May 27, 10:15 AM
Technician Assigned → Dispatch Scheduled → Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Deon Malloy
Scheduled For: 2026-08-21T04:00:00.000+0000, 2026-08-21T00:00:00.000+0000
🗓️
Status: Scheduled by Deon Malloy
From: Ready for Release
To: Scheduled
Duration in Previous: 262d 13h
📅
Dispatch Scheduled by Deon Malloy
Scheduled For: 2026-08-21T17:00:00.000+0000
🚨 48.0 business days
🆕
▶
4 Status: Entered Aug 4, 2:04 PM
Status: Entered → Technician Assigned → Dispatch Scheduled → Status: Scheduled
👷
Technician Assigned by Deon Malloy
Technician: Vivian Hyde
📅
Dispatch Scheduled by Deon Malloy
Scheduled For: 2026-08-21T04:00:00.000+0000, 2026-08-21T00:00:00.000+0000, 2026-08-21T17:00:00.000+0000
🗓️
Status: Scheduled by Deon Malloy
From: Entered
To: Scheduled
Duration in Previous: 1m
⚠️ 7.0 business days
📅
Dispatch Scheduled by Ricky Bailey Aug 12, 3:45 PM
Scheduled For: 2026-09-02T14:30:00.000+0000
🚨 16.0 business days
🔧
Status: Tech On Site by Vivian Hyde Sep 2, 12:38 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 28d 22h
🚗
Status: Tech Off Site by Vivian Hyde Sep 2, 8:43 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 8h 4m
⏱️
▶
2 3x Labor Added Sep 2, 9:05 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Vivian Hyde
From: Tech Off Site
To: Completed
Duration in Previous: 25m
🏁
Status: Closed by Vivian Hyde Sep 2, 9:14 PM
From: Completed
To: Closed
Duration in Previous: 5m
⏱️
▶
2 Labor Added Sep 3, 9:58 AM
Labor Added → Status: Ready to Bill
📄
Status: Ready to Bill by Timothy Amburgey
From: Closed
To: Ready to Bill
Duration in Previous: 12h 46m
💰
Status: Invoiced by Josh Longway Sep 4, 4:00 AM
From: Ready to Bill
To: Invoiced
Duration in Previous: 17h 59m

Bottlenecks

Scheduled
Duration: 48.0 business days (threshold: 2.0 business days)
Exceeded by 46.0 business days
Scheduled
Duration: 21.7 business days (threshold: 2.0 business days)
Exceeded by 19.7 business days
Tech On Site
Duration: 1.0 business days (threshold: 1.0 business days)
Exceeded by 0.1 business hours
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
Vivian Hyde
Scheduled
Sep 2, 10:30 AM
Created
Sep 5, 5:02 PM
Invoice #
N/A

Work Details (4)

Name Type Status Qty Amount Date
WL-03365607 Labor Open 2 $275.00 Sep 2, 9:05 PM
WL-03365608 Labor Open 0.5 $0.00 Sep 2, 9:05 PM
WL-03365609 Travel Open 10 $0.00 Sep 2, 9:05 PM
WL-03366093 Labor Open - $38.00 Sep 3, 9:58 AM

Details