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WO-01308400 ↗ ServiceMax

PHILIPS HEALTHCARE • CSOL Services • PSM

📍 Munson Medical Center — 1105 6th St,, Traverse City MI, 49684

Oct 8, 2025 → Feb 21, 2026

✅ Completed
PSM
SLA Clock
Last business day of October 2025 · Target: Oct 31, 2025
✗ SLA Missed (73 biz days late)
Active: 89 biz days
🕐 Clock stopped: Completed (Feb 21, 2026)
▶ Clock Running
Status: Created
Oct 8 → Oct 8, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Scheduled
Oct 8 → Oct 8, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Oct 8 → Oct 13, 2025
2 business days (counted)
Running total: 2 of ? biz days used
18d
▶ Clock Running
Status: Scheduled
Oct 13 → Nov 6, 2025
18 business days (counted)
Running total: 20 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 6 → Nov 6, 2025
0 business days (counted)
Running total: 20 of ? biz days used
▶ Clock Running
Status: Scheduled
Nov 6 → Nov 6, 2025
0 business days (counted)
Running total: 20 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 6 → Nov 11, 2025
2 business days (counted)
Running total: 22 of ? biz days used
39d
▶ Clock Running
Status: Scheduled
Nov 11 → Jan 10, 2026
39 business days (counted)
Running total: 61 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 10 → Jan 15, 2026
4 business days (counted)
Running total: 65 of ? biz days used
24d
▶ Clock Running
Status: Scheduled
Jan 15 → Feb 21, 2026
24 business days (counted)
Running total: 89 of ? biz days used
Created: Oct 8, 2025 Completed: Feb 21, 2026
Show SLA Clock Detail (10 periods)
Period Status Clock Biz Days Running Total
Oct 8 → Oct 8 Created ▶ Running 0 0
Oct 8 → Oct 8 Scheduled ▶ Running 0 0
Oct 8 → Oct 13 Ready for Scheduling ▶ Running 2 2
Oct 13 → Nov 6 Scheduled ▶ Running 18 20
Nov 6 → Nov 6 Ready for Scheduling ▶ Running 0 20
Nov 6 → Nov 6 Scheduled ▶ Running 0 20
Nov 6 → Nov 11 Ready for Scheduling ▶ Running 2 22
Nov 11 → Jan 10 Scheduled ▶ Running 39 61
Jan 10 → Jan 15 Ready for Scheduling ▶ Running 4 65
Jan 15 → Feb 21 Scheduled ▶ Running 24 89
Coordinators 91.1d
Billing 2.8d
✗ SLA Missed
Coordinators
91.1 days
Over SLA
Billing
2.8 days
Over SLA
Created: Oct 8, 2025 Due: Dec 31, 2026 Completed: Feb 21, 2026 (313 days early)
📅
89.7 days Total Age
⏱️
39.0d in Scheduled Longest Stage
🔄
10 transitions Status Changes
⚠️
85.7d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
33 lines Work Details
🚩
7 visits On-Site Trips
📋
Coordinator Scheduling
🚨
7 On-Site Visits
7 on-site visits — critical red flag: repeated failure to resolve
Visit 1 Feb 15, 2026
Visit 2 Feb 16, 2026
Visit 3 Feb 17, 2026
Visit 4 Feb 18, 2026
Visit 5 Feb 19, 2026
Visit 6 Feb 20, 2026
Visit 7 Feb 21, 2026

AI Analysis

Powered by OpenAI
Generating AI analysis...
Completed with significant delays
Invoiced • 311 days old
🚨
Primary Delay 39.0 days stuck in "Scheduled"
⏱️
Total Delay 85.7 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Ready for Scheduling
9.3d / 1.0d SLA
Scheduled
81.8d / 2.0d SLA
Closed
4.0d / 1.0d SLA
Ready to Bill
0.1d / 1.0d SLA
Invoice Pending
2.7d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10/8/2025 1432 CM ack msg; LM w/TP, SC, JaB, JF, SB; 1500 SC avail; LM w/Tammy re cnfm; 2352 Tammy cnfm; 10/9/25 1040 ack cnfm, LM w/SC; 1038 SC ack cnfm11/3/2025 Tammy req. chg from 1500-2300 to 1900-0300 1630 CM ack msg ; LM w/SC; 11/4/2025 0831 SC avail; LM w/Tammy re cnfm; 11/6/2025 1257 CM 2nd msg w/Tammy; 1300 Tammy cnfm; 11/10/2025 1400 CM ack cnfm; LM w/SC; 11/11/25 0852 SC ack cnfm; 1/9/2026 18158 from SC: 1903 LM w/Tammy re cnfm; 1/12/26 0929 Tammy cnfm; ack cnfm, LM w/SC; 1241 SC ack cnfm

Timeline

📋
▶
2 Work Order Created Oct 8, 2:45 PM
Work Order Created → Status: Scheduled
🗓️
Status: Scheduled by Caitlin Mcgee
From: Ready for Scheduling, Scheduled
To: Scheduled, Ready for Scheduling
Duration in Previous: 0m
⏳ 3.0 business days
👷
▶
2 Technician Assigned Oct 13, 7:09 PM
Technician Assigned → Status: Scheduled
🗓️
Status: Scheduled by Caitlin Mcgee
From: Ready for Scheduling
To: Scheduled
Duration in Previous: 5d 4h
🚨 18.0 business days
📅
▶
2 Status: Ready for Scheduling Nov 6, 2:01 PM
Status: Ready for Scheduling → Dispatch Scheduled
📅
Dispatch Scheduled by Caitlin Mcgee
Scheduled For: 2026-02-17T01:00:00.000+0000
⏳ 3.0 business days
🗓️
Status: Scheduled by Wayne Rush Nov 11, 10:17 AM
From: Ready for Scheduling
To: Scheduled
Duration in Previous: 4d 20h
🚨 39.0 business days
📅
▶
2 Dispatch Scheduled Jan 9, 7:02 PM
Dispatch Scheduled → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Caitlin Mcgee
From: Scheduled
To: Ready for Scheduling
Duration in Previous: 59d 8h
⏳ 4.6 business days
🗓️
Status: Scheduled by Caitlin Mcgee Jan 15, 12:48 PM
From: Ready for Scheduling
To: Scheduled
Duration in Previous: 5d 17h
🚨 21.0 business days
⏱️
4x Labor Added Feb 16, 3:45 PM
Type: Labor
Status: Open
Qty: 6.5, 4, 0.5, 8
💵
20x Expenses Added Feb 16, 3:53 PM
Type: Expenses, Travel
Status: Open
Qty: 1, 35
⏳ 1.0 business days
⏱️
2x Labor Added Feb 17, 8:11 PM
Type: Labor
Status: Open
Qty: 8, 0.5
⏳ 3.5 business days
⏱️
3x Labor Added Feb 20, 5:35 PM
Type: Labor
Status: Open
Qty: 8, 0.5
⏱️
4x Labor Added Feb 21, 9:37 AM
Type: Labor
Status: Open
Qty: 0.5, 8, 7.5
✔️
Status: Completed by Sean Critzman Feb 21, 4:34 PM
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 37d 3h, 0m
⏳ 4.0 business days
📄
Status: Ready to Bill by Wayne Rush Feb 26, 12:26 PM
From: Closed
To: Ready to Bill
Duration in Previous: 4d 19h
📨
Status: Invoice Pending by Timothy Amburgey Feb 26, 1:29 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 1h 3m
⏳ 3.0 business days
🧾
▶
2 Invoice Created Mar 2, 9:26 AM
Invoice Created → Status: Invoiced
💰
Status: Invoiced by Timothy Amburgey
From: Invoice Pending
To: Invoiced
Duration in Previous: 3d 19h

Bottlenecks

Ready for Scheduling
Duration: 2.7 business days (threshold: 1.0 business days)
Exceeded by 1.7 business days
Scheduled
Duration: 18.0 business days (threshold: 2.0 business days)
Exceeded by 16.0 business days
Ready for Scheduling
Duration: 2.6 business days (threshold: 1.0 business days)
Exceeded by 1.6 business days
Scheduled
Duration: 39.0 business days (threshold: 2.0 business days)
Exceeded by 37.0 business days
Ready for Scheduling
Duration: 4.0 business days (threshold: 1.0 business days)
Exceeded by 3.0 business days
Scheduled
Duration: 24.8 business days (threshold: 2.0 business days)
Exceeded by 22.8 business days
Closed
Duration: 4.0 business days (threshold: 1.0 business days)
Exceeded by 3.0 business days
Invoice Pending
Duration: 2.7 business days (threshold: 2.0 business days)
Exceeded by 5.5 business hours

🔗 Related Artifacts

No related artifacts

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
CSOL Services
Branch
ERLA - PROD
Technician
Sean Critzman
Scheduled
Feb 16, 4:00 PM
Created
Oct 8, 2:45 PM
Invoice #
SM-254987

Work Details (33)

Name Type Status Qty Amount Date
WL-03107466 Labor Open 6.5 $260.00 Feb 16, 3:45 PM
WL-03107467 Labor Open 4 $160.00 Feb 16, 3:45 PM
WL-03107468 Labor Open 0.5 $830.00 Feb 16, 3:45 PM
WL-03107469 Labor Open 8 $76.00 Feb 16, 3:45 PM
WL-03107496 Expenses Open 1 $270.67 Feb 16, 3:53 PM
WL-03107497 Expenses Open 1 $160.95 Feb 16, 3:53 PM
WL-03107498 Expenses Open 1 $160.95 Feb 16, 3:53 PM
WL-03107499 Expenses Open 1 $160.95 Feb 16, 3:53 PM
WL-03107500 Expenses Open 1 $160.95 Feb 16, 3:53 PM
WL-03107501 Expenses Open 1 $160.95 Feb 16, 3:53 PM
WL-03107502 Expenses Open 1 $160.95 Feb 16, 3:53 PM
WL-03107503 Expenses Open 1 $68.00 Feb 16, 3:53 PM
WL-03107504 Expenses Open 1 $68.00 Feb 16, 3:53 PM
WL-03107506 Expenses Open 1 $68.00 Feb 16, 3:53 PM
WL-03107507 Expenses Open 1 $68.00 Feb 16, 3:53 PM
WL-03107508 Expenses Open 1 $68.00 Feb 16, 3:53 PM
WL-03107509 Expenses Open 1 $68.00 Feb 16, 3:53 PM
WL-03107510 Expenses Open 1 $54.00 Feb 16, 3:53 PM
WL-03107511 Travel Open 35 $25.20 Feb 16, 3:53 PM
WL-03107512 Travel Open 35 $25.20 Feb 16, 3:53 PM
WL-03107505 Expenses Open 1 $68.00 Feb 16, 3:53 PM
WL-03107493 Expenses Open 1 $355.54 Feb 16, 3:53 PM
WL-03107494 Expenses Open 1 $232.49 Feb 16, 3:53 PM
WL-03107495 Expenses Open 1 $4.64 Feb 16, 3:53 PM
WL-03109475 Labor Open 8 $76.00 Feb 17, 8:11 PM
WL-03109474 Labor Open 0.5 $830.00 Feb 17, 8:11 PM
WL-03114492 Labor Open 8 $76.00 Feb 20, 5:35 PM
WL-03114494 Labor Open 8 $76.00 Feb 20, 5:35 PM
WL-03114491 Labor Open 0.5 $830.00 Feb 20, 5:35 PM
WL-03115105 Labor Open 0.5 $830.00 Feb 21, 9:37 AM
WL-03115106 Labor Open 8 $76.00 Feb 21, 9:37 AM
WL-03115107 Labor Open 0.5 $895.00 Feb 21, 9:37 AM
WL-03115108 Labor Open 7.5 $300.00 Feb 21, 9:37 AM

Details