Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01318379 ↗ ServiceMax

PHILIPS HEALTHCARE • Preventive Maintenance • PC

📍 Yale New Haven Hospital — 789 Howard Ave Ste 6011CB, New Haven CT, 06519

Dec 3, 2025 → Feb 23, 2026

✅ Completed
PC Per client agreement
Target: Jan 30, 2026
🕐 Clock stopped: Completed (Feb 23)
⏸ 27d excluded (parts wait + holding)
✗ SLA Missed
Dispatch 39.0d
Holding 20.6d (excluded)
Coordinators 0.0d
Billing 2.9d
✗ SLA Missed
Dispatch
39.0 days
Over SLA
Holding (excluded from total)
20.6 days
Coordinators
0.0 days
Billing
2.9 days
Over SLA
Created: Dec 3, 2025 Due: Jan 30, 2026 Completed: Feb 23, 2026 (23 days late)
📅
59.0 days Total Age
⏱️
39.0d in Entered Longest Stage
🔄
5 transitions Status Changes
⚠️
42.4d 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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Originating Case

Open in Salesforce →
🎫
Case #00548290
URGENT Philips WO Request
Closed
EPIQ Elite Diagnostic Ultrasound System Installed Product 87521002 - USO20B1574
Priority
High
Origin
Email
Reason
New Case
Contact
Ryan Mulligan
Owner
Kimberly Hardison
Created
Dec 3, 2025
Work Orders from this Case (1)
WO-01318379 (current) Invoiced
Preventive Maintenance • Fady Messak
Created: Dec 3, 2025 • Closed: Feb 23, 2026
Completed with significant delays
Invoiced • 162 days old
🚨
Primary Delay 39.0 days stuck in "Entered"
⏱️
Total Delay 42.4 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
39.0d / 0.5d SLA
Ready for Release
20.6d
Assigned
0.0d / 0.5d SLA
Closed
3.0d / 1.0d SLA
Ready to Bill
2.9d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes


02/23/2026 RArnold - Attached signed EL and Canceled PWO

02/19/2026 RArnold - Created EL an sent to Fady to get signed

02/06/2026 MNewman - sent email to Joseph for update on WO. Possibly being completed in house. Will reply and advise.

01/05/2026 Mklose, Joseph sent email to Keith asking if this will be done in house. 

🔧 Work Performed
Exception Letter
⚠️ Problem Description
EPIQ Elite Diagnostic Ultrasound System Installed Product 87521002 - USO20B1574
📞 Call Description
BG Required PM

Timeline

📞
Case Linked Dec 3, 6:38 AM
Case Number: 00548290
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Dec 3, 8:33 AM
Work Order: WO-01318379
Type: Preventive Maintenance
Priority: PC
🚨 39.0 business days
✅
Status: Ready for Release by Mandy Newman Jan 26, 1:49 PM
From: Entered
To: Ready for Release
Duration in Previous: 54d 5h
🚨 21.0 business days
👷
▶
5 Status: Assigned Feb 23, 8:14 AM
Status: Assigned → Technician Assigned → Status: Scheduled → Dispatch Scheduled → Labor Added
👷
Technician Assigned by Rebecca Arnold
Technician: Fady Messak
🗓️
Status: Scheduled by Rebecca Arnold
From: Assigned, Scheduled, Completed
To: Scheduled, Completed, Closed
Duration in Previous: 3m, 0m
📅
Dispatch Scheduled by Rebecca Arnold
Scheduled For: 2026-02-23T05:00:00.000+0000
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 0.016666666666667
⏳ 3.0 business days
📄
Status: Ready to Bill by Timothy Amburgey Feb 25, 11:30 AM
From: Closed
To: Ready to Bill
Duration in Previous: 2d 3h
⏳ 2.5 business days
💰
Status: Invoiced by Josh Longway Feb 27, 4:00 AM
From: Ready to Bill
To: Invoiced
Duration in Previous: 1d 16h

Bottlenecks

Entered
Duration: 39.0 business days (threshold: 4.0 business hours)
Exceeded by 38.5 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Ready to Bill
Duration: 2.9 business days (threshold: 1.0 business days)
Exceeded by 1.9 business days

🔗 Related Artifacts

📞
Case 00548290
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
ERLA - PROD
Technician
Fady Messak
Scheduled
Feb 23, 12:00 AM
Created
Dec 3, 8:33 AM
Invoice #
N/A

Work Details (1)

Name Type Status Qty Amount Date
WL-03115880 Labor Open 0.016666666666667 $38.00 Feb 23, 8:18 AM

Details