Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01324518 ↗ ServiceMax

PHILIPS HEALTHCARE • Preventive Maintenance • PC

📍 NYU Vascular Surgery - NY — 150 E 32nd St, New York NY, 10016

Dec 9, 2025 → Apr 2, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Apr 30, 2026
✓ SLA Met (19 biz days early)
Active: 7 biz days
Paused: 72 biz days
🕐 Clock stopped: Completed (Apr 3, 2026)
▶ Clock Running
Status: Created
Dec 9 → Dec 9, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸72d
⏸ Clock Paused
Status: Ready for Release
Dec 9 → Mar 25, 2026
72 business days (not counted)
▶ Clock Running
Status: Scheduled
Mar 25 → Apr 3, 2026
7 business days (counted)
Running total: 7 of ? biz days used
Created: Dec 9, 2025 Completed: Apr 3, 2026
Show SLA Clock Detail (3 periods)
Period Status Clock Biz Days Running Total
Dec 9 → Dec 9 Created ▶ Running 0 0
Dec 9 → Mar 25 Ready for Release ⏸ Paused 72 —
Mar 25 → Apr 3 Scheduled ▶ Running 7 7
Dispatch 0.4d
Holding 72.5d (excluded)
Coordinators 7.5d
Billing 3.0d
✓ SLA Met
Dispatch
0.4 days
Holding (excluded from total)
72.5 days
Coordinators
7.5 days
Over SLA
Billing
3.0 days
Over SLA
Created: Dec 9, 2025 Due: Apr 30, 2026 Completed: Apr 3, 2026 (27 days early)
📅
79.3 days Total Age
⏱️
72.5d in Ready for Release Longest Stage
🔄
5 transitions Status Changes
⚠️
10.5d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
8 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00550102
URGENT Philips WO Request
Closed
Preventative Maintenance Visit
Priority
High
Origin
Email
Reason
New Case
Contact
N/A
Owner
Kimberly Hardison
Created
Dec 9, 2025
Work Orders from this Case (1)
WO-01324518 (current) Invoiced
Preventive Maintenance • Andre Samuda
Created: Dec 9, 2025 • Closed: Apr 2, 2026
Completed with significant delays
Invoiced • 249 days old
🚨
Primary Delay 72.5 days stuck in "Ready for Release"
⏱️
Total Delay 10.5 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
72.5d
Scheduled
7.5d / 2.0d SLA
Closed
4.0d / 1.0d SLA
Ready to Bill
3.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes


03/25/2026 DMalloy - Response received from customer Lisa Khan agreeing to have FSE Andre Samuda onsite on next week Thursday 4/2/2026 at 9am 

kellyann.gonzalez@nyulangone.org

Lisa.Khan@nyulangone.org

ahad.zaheer@nyulangone.org 

erwin.jonson@nyulangone.org


03/24/2026 DMalloy - Email sent to the customer Following up on the status of the device and to lock in a date for a visit. also added addtl POCs

kellyann.gonzalez@nyulangone.org

Lisa.Khan@nyulangone.org

ahad.zaheer@nyulangone.org 

erwin.jonson@nyulangone.org


03/06/2026 RArnold - Called 646-662-6882 for Kelly Ann Gonzalez. Left a message to see if she can provide a number for Lisa. Sending out another email. 


03/24/2026 DMalloy - Email sent to the customer Following up on the status of the device and to lock in a date for a visit.

kellyann.gonzalez@nyulangone.org

Lisa.Khan@nyulangone.org


02/20/2026 RArnold - Called 12122638868 for main site to try and speak to Lisa Khan. No option to get to front desk or for operator. Sending Email


01/26/2026 RArnold - Emailed Lisa to get update on if she wants to wait till closer to the month due or schedule now.

12/29/2025 RArnold -Emailed Lisa for update

12/17/2025 RArnold -emailed Lisa to for an update on scheduling

12/12/2025 RArnold -Emailed back and Forth with Lisa as she had some questions. I may have to reach out closer to the month due but she will get back to me.

12/11/2025 RArnold - Emailed Kelly Ann Gonzalez and Lisa Khan to confirm device.

kellyann.gonzalez@nyulangone.org

Lisa.Khan@nyulangone.org

🔧 Work Performed
PERFORMED ANNUAL PREVENTIVE MAINTENANCE AND PERFORMANCE ASSURANCE TEST AND INSPECTION. ALL PM AND PA RESULTS PASSED.ADVISED CUSTOMER AND PLACED BACK INTO SERVICE.
🔍 Technician Findings
PERFORMED ANNUAL PREVENTIVE MAINTENANCE AND PERFORMANCE ASSURANCE TEST AND INSPECTION. ALL PM AND PA RESULTS PASSED.ADVISED CUSTOMER AND PLACED BACK INTO SERVICE.
⚠️ Problem Description
Preventative Maintenance Visit
📄 Description
Philips - Image Guided Therapy Device (IGT-D)
📞 Call Description
BG Required PM

Timeline

📞
Case Linked Dec 9, 10:19 AM
Case Number: 00550102
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Dec 9, 11:57 AM
Work Order: WO-01324518
Type: Preventive Maintenance
Priority: PC
✅
Status: Ready for Release by Rebecca Arnold Dec 9, 3:09 PM
From: Entered
To: Ready for Release
Duration in Previous: 3h 12m
🚨 73.0 business days
📅
▶
3 Dispatch Scheduled Mar 25, 9:17 AM
Dispatch Scheduled → Technician Assigned → Status: Scheduled
👷
Technician Assigned by Deon Malloy
Technician: Andre Samuda
🗓️
Status: Scheduled by Deon Malloy
From: Ready for Release
To: Scheduled
Duration in Previous: 105d 17h
⚠️ 7.0 business days
⏱️
7x Labor Added Apr 2, 1:23 PM
Type: Labor, Expenses, Travel
Status: Open
Qty: 2, 1, 24
✔️
Status: Completed by Andre Samuda Apr 2, 11:36 PM
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 8d 14h, 0m
⏳ 4.0 business days
⏱️
▶
2 Labor Added Apr 8, 10:14 AM
Labor Added → Status: Ready to Bill
📄
Status: Ready to Bill by Timothy Amburgey
From: Closed
To: Ready to Bill
Duration in Previous: 5d 10h
⏳ 3.0 business days
📨
▶
2 Status: Invoice Pending Apr 10, 3:17 PM
Status: Invoice Pending → Invoice Created
🧾
Invoice Created
Invoice Number: SM-259017

Bottlenecks

Scheduled
Duration: 7.5 business days (threshold: 2.0 business days)
Exceeded by 5.5 business days
Closed
Duration: 4.0 business days (threshold: 1.0 business days)
Exceeded by 3.0 business days
Ready to Bill
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00550102
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
ERLA - PROD
Technician
Andre Samuda
Scheduled
Apr 2, 9:00 AM
Created
Dec 9, 11:57 AM
Invoice #
SM-259017

Work Details (8)

Name Type Status Qty Amount Date
WL-03170614 Labor Open 2 $155.00 Apr 2, 1:23 PM
WL-03170615 Labor Open 2 $150.00 Apr 2, 1:23 PM
WL-03170616 Labor Open 1 $0.00 Apr 2, 1:23 PM
WL-03170617 Expenses Open 1 $0.00 Apr 2, 1:23 PM
WL-03170618 Expenses Open 1 $0.00 Apr 2, 1:23 PM
WL-03170619 Travel Open 24 $0.00 Apr 2, 1:23 PM
WL-03170620 Travel Open 24 $0.00 Apr 2, 1:23 PM
WL-03177386 Labor Open 0.016666666666667 $38.00 Apr 8, 10:14 AM

Details