Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01326725 ↗ ServiceMax

PHILIPS HEALTHCARE • FCO • PC

📍 Atrium Health Cabarrus — 920 Church St N, Concord NC, 28025

Dec 16, 2025 → Apr 18, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Dec 31, 2026
✓ SLA Met (175 biz days early)
Active: 63 biz days
Paused: 21 biz days
🕐 Clock stopped: Completed (Apr 17, 2026)
▶ Clock Running
Status: Created
Dec 16 → Dec 16, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸21d
⏸ Clock Paused
Status: Ready for Release
Dec 16 → Jan 16, 2026
21 business days (not counted)
▶ Clock Running
Status: Scheduled
Jan 16 → Jan 22, 2026
3 business days (counted)
Running total: 3 of ? biz days used
▶ Clock Running
Status: Entered
Jan 22 → Jan 22, 2026
0 business days (counted)
Running total: 3 of ? biz days used
53d
▶ Clock Running
Status: Ready for Scheduling
Jan 22 → Apr 8, 2026
53 business days (counted)
Running total: 56 of ? biz days used
▶ Clock Running
Status: Scheduled
Apr 8 → Apr 15, 2026
5 business days (counted)
Running total: 61 of ? biz days used
▶ Clock Running
Status: Tech On Site
Apr 15 → Apr 17, 2026
2 business days (counted)
Running total: 63 of ? biz days used
Created: Dec 16, 2025 Completed: Apr 17, 2026
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Dec 16 → Dec 16 Created ▶ Running 0 0
Dec 16 → Jan 16 Ready for Release ⏸ Paused 21 —
Jan 16 → Jan 22 Scheduled ▶ Running 3 3
Jan 22 → Jan 22 Entered ▶ Running 0 3
Jan 22 → Apr 8 Ready for Scheduling ▶ Running 53 56
Apr 8 → Apr 15 Scheduled ▶ Running 5 61
Apr 15 → Apr 17 Tech On Site ▶ Running 2 63
Dispatch 0.1d
Holding 21.9d (excluded)
Coordinators 61.4d
Field Work 3.1d
Billing 1.5d
✓ SLA Met
Dispatch
0.1 days
Holding (excluded from total)
21.9 days
Coordinators
61.4 days
Over SLA
Field Work
3.1 days
Over SLA
Billing
1.5 days
Over SLA
Created: Dec 16, 2025 Due: Dec 31, 2026 Completed: Apr 18, 2026 (257 days early)
📅
85.0 days Total Age
⏱️
53.5d in Ready for Scheduling Longest Stage
🔄
10 transitions Status Changes
⚠️
60.9d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
25 lines Work Details
🚩
4 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
4 On-Site Visits
4 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Patricia Gordon — scheduling delays attributed to technician, not coordinators
Visit 1 Apr 13, 2026
Visit 2 Apr 14, 2026
Visit 3 Apr 15, 2026
Visit 4 Apr 16, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00552011
URGENT Philips WO Request
Closed
Trilogy EV300 Ventilator - Machine Flow Sensor Inaccurate Flow Measurements and/or Delivery Planning Notes 12/16/2025 EMartin per list from FSE SN left to complete onsite are: H281276787B8F H28127719640A H28132418FFF4 H28132468B2FC H28378027B7E2
Priority
High
Origin
Email
Reason
New Case
Contact
Anthony Fite
Owner
Kimberly Hardison
Created
Dec 16, 2025
Work Orders from this Case (1)
WO-01326725 (current) Invoiced
FCO • Patricia Gordon
Created: Dec 16, 2025 • Closed: Apr 18, 2026
Completed with significant delays
Invoiced • 242 days old
🚨
Primary Delay 53.5 days stuck in "Ready for Scheduling"
⏱️
Total Delay 60.9 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.1d / 0.5d SLA
Ready for Release
21.9d
Scheduled
7.9d / 2.0d SLA
Ready for Scheduling
53.5d / 1.0d SLA
Tech On Site
2.1d / 1.0d SLA
Completed
1.0d / 1.0d SLA
Closed
4.0d / 1.0d SLA
07e-Partial Project
0.7d
Ready to Bill
1.5d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

04/08/2026 RArnold - dispatching to Patty for 04/14-04/16. Per her communication with the customer

03/05/2026 MHamersley - sent f/u emails (from email that Planner, Brandi sent on 01/22/2026) anthony.fite@advocatehealth.org & Kevin.Rivers@advocatehealth.org & danny.williams@advocatehealth.org


01/05/2026 YEspino Called 980-507-2790 to speak to Anthony over the previous email sent to verify the Vents in question. Was able to speak to Anthony and he advised i needed to call back tomorrow and speak to James Smith @ 980-507-3710 to be better assisted.


12/16/2025 MHamersley - called 980-507-2790, spoke to Anthony Fite; sent email: anthony.fite@advocatehealth.org


12/16/2025 EMartin per list from FSE SN left to complete onsite are:

H281276787B8F

H28127719640A

H28132418FFF4

H28132468B2FC

H28378027B7E2

contact is anthony.fite@advocatehealth.org

located at Cabarrus, Concord NC

🔧 Work Performed
4/13 - travel from Dosher Memorial to hotel. 4/14 - travel from Southport to Atruim Health Cabarrus. get to biomed, set up equipment. Performed FCO86600081 and T&V per instruction successfully. Travel from site. weekly national call with team. 4/15 - travel to Atruim Health Cabarrus. get to biomed. Performed FCO86600081 and T&V per instruction successfully. Travel from site. 4/16 - travel to Atruim Health Cabarrus. get to biomed. Performed FCO86600081 and T&V per instruction successfully. Travel from site to Kannapolis ED. Performed FCO86600081 and T&V per instruction successfully. Travel from site.
🔍 Technician Findings
FCO86600081
⚠️ Problem Description
Trilogy EV300 Ventilator - Machine Flow Sensor Inaccurate Flow Measurements and/or Delivery
📄 Description
Philips Trilogy EV300 Hospital Ventilator (DS2200X11B / 989805661881)
📞 Call Description
FCO86600081

Timeline

📞
Case Linked Dec 16, 10:23 AM
Case Number: 00552011
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Dec 16, 10:49 AM
Work Order: WO-01326725
Type: FCO
Priority: PC
✅
Status: Ready for Release by Erin Martin Dec 16, 11:48 AM
From: Entered
To: Ready for Release
Duration in Previous: 59m
🚨 22.0 business days
👷
▶
3 Technician Assigned Jan 16, 4:30 PM
Technician Assigned → Dispatch Scheduled → Status: Scheduled
📅
Dispatch Scheduled by Brandi Rodriguez
Scheduled For: 2026-01-22T06:00:00.000+0000, 2026-01-22T00:00:00.000+0000, 2026-01-22T14:00:00.000+0000
🗓️
Status: Scheduled by Brandi Rodriguez
From: Ready for Release
To: Scheduled
Duration in Previous: 31d 4h
⏳ 3.9 business days
🆕
Status: Entered by Brandi Rodriguez Jan 22, 3:23 PM
From: Scheduled, Entered
To: Entered, Ready for Scheduling
Duration in Previous: 5d 22h, 0m
🚨 54.0 business days
👷
▶
3 Technician Assigned Apr 8, 3:27 PM
Technician Assigned → Dispatch Scheduled → Status: Scheduled
📅
Dispatch Scheduled by Rebecca Arnold
Scheduled For: 2026-04-14T12:00:00.000+0000
🗓️
Status: Scheduled by Rebecca Arnold
From: Ready for Scheduling
To: Scheduled
Duration in Previous: 75d 23h
⚠️ 5.0 business days
⏱️
▶
3 8x Labor Added Apr 14, 8:19 PM
8x Labor Added → Expenses Added → Status: Tech On Site
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
🔧
Status: Tech On Site by Patricia Gordon
From: Scheduled
To: Tech On Site
Duration in Previous: 6d 4h
⏱️
Labor Added Apr 14, 8:28 PM
Type: Labor
Status: Open
Qty: 2
⏳ 2.4 business days
⏱️
5x Labor Added Apr 16, 10:55 AM
Type: Labor, Travel
Status: Open
Qty: 0.5, 6.5, 1.5, 9, 17
✔️
Status: Completed by Patricia Gordon Apr 16, 8:40 PM
From: Tech On Site
To: Completed
Duration in Previous: 2d 0h
⏳ 1.4 business days
⏱️
9x Labor Added Apr 18, 8:24 AM
Type: Labor, Expenses, Travel
Status: Open
Qty: 1, 2, 8, 6, 13
🏁
Status: Closed by Patricia Gordon Apr 18, 2:49 PM
From: Completed
To: Closed
Duration in Previous: 1d 18h
⏳ 4.0 business days
⏱️
Labor Added Apr 23, 10:30 AM
Type: Labor
Status: Open
Qty: 0.016666666666667
📋
Status: 07e-Partial Project by Timothy Amburgey Apr 23, 10:37 AM
From: Closed
To: 07e-Partial Project
Duration in Previous: 4d 19h
📄
Status: Ready to Bill by Timothy Amburgey Apr 23, 4:15 PM
From: 07e-Partial Project
To: Ready to Bill
Duration in Previous: 5h 38m
💰
Status: Invoiced by Josh Longway Apr 24, 4:00 AM
From: Ready to Bill
To: Invoiced
Duration in Previous: 11h 44m

Bottlenecks

Scheduled
Duration: 3.3 business days (threshold: 2.0 business days)
Exceeded by 1.3 business days
Ready for Scheduling
Duration: 53.5 business days (threshold: 1.0 business days)
Exceeded by 52.5 business days
Scheduled
Duration: 4.6 business days (threshold: 2.0 business days)
Exceeded by 2.6 business days
Tech On Site
Duration: 2.1 business days (threshold: 1.0 business days)
Exceeded by 1.1 business days
Closed
Duration: 4.0 business days (threshold: 1.0 business days)
Exceeded by 3.0 business days
Ready to Bill
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 3.7 business hours

🔗 Related Artifacts

📞
Case 00552011
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
FCO
Branch
ERLA - PROD
Technician
Patricia Gordon
Scheduled
Apr 14, 8:00 AM
Created
Dec 16, 10:49 AM
Invoice #
N/A

Work Details (25)

Name Type Status Qty Amount Date
WL-03186193 Labor Open 0.5 $0.00 Apr 14, 8:19 PM
WL-03186194 Labor Open 5 $0.00 Apr 14, 8:19 PM
WL-03186195 Labor Open 2 $237.50 Apr 14, 8:19 PM
WL-03186196 Labor Open 0.5 $155.00 Apr 14, 8:19 PM
WL-03186197 Expenses Open 1 $0.00 Apr 14, 8:19 PM
WL-03186198 Travel Open 3 $0.00 Apr 14, 8:19 PM
WL-03186199 Travel Open 214 $0.00 Apr 14, 8:19 PM
WL-03186200 Travel Open 8 $0.00 Apr 14, 8:19 PM
WL-03186202 Expenses Open 1 $0.00 Apr 14, 8:20 PM
WL-03186209 Labor Open 2 $0.00 Apr 14, 8:28 PM
WL-03188474 Labor Open 0.5 $0.00 Apr 16, 10:55 AM
WL-03188475 Labor Open 6.5 $712.50 Apr 16, 10:55 AM
WL-03188476 Labor Open 1.5 $465.00 Apr 16, 10:55 AM
WL-03188477 Travel Open 9 $0.00 Apr 16, 10:55 AM
WL-03188478 Travel Open 17 $0.00 Apr 16, 10:55 AM
WL-03191770 Labor Open 1 $0.00 Apr 18, 8:24 AM
WL-03191771 Labor Open 2 $237.50 Apr 18, 8:24 AM
WL-03191772 Labor Open 1 $155.00 Apr 18, 8:24 AM
WL-03191773 Labor Open 2 $237.50 Apr 18, 8:24 AM
WL-03191774 Labor Open 2 $155.00 Apr 18, 8:24 AM
WL-03191775 Expenses Open 1 $0.00 Apr 18, 8:24 AM
WL-03191776 Travel Open 8 $0.00 Apr 18, 8:24 AM
WL-03191777 Travel Open 6 $0.00 Apr 18, 8:24 AM
WL-03191778 Travel Open 13 $0.00 Apr 18, 8:24 AM
WL-03197602 Labor Open 0.016666666666667 $228.00 Apr 23, 10:30 AM

Details