Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01327096 ↗ ServiceMax

PHILIPS HEALTHCARE • Repair • PC

📍 VA Medical Center — 1601 SW Archer Rd, Gainesville FL, 32608

Dec 17, 2025 → Jan 28, 2026

✅ Completed
PC Per client agreement
Target: Dec 31, 2025
🕐 Clock stopped: Completed (Jan 28)
✗ SLA Missed (27d late)
Dispatch 1.2d
Holding 2.0d (excluded)
Coordinators 30.0d
Field Work 0.0d
Billing 75.8d
✗ SLA Missed
Dispatch
1.2 days
Over SLA
Holding (excluded from total)
2.0 days
Coordinators
30.0 days
Over SLA
Field Work
0.0 days
Billing
75.8 days
Over SLA
Created: Dec 17, 2025 Due: Dec 31, 2025 Completed: Jan 28, 2026 (27 days late)
📅
30.2 days Total Age
⏱️
57.0d in Invoiced Longest Stage
🔄
17 transitions Status Changes
⚠️
28.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
1 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00552612
URGENT Philips WO Request
Closed
unable to create subcase on Case # 0124915938 - please reference WO-13695670
Priority
High
Origin
Email
Reason
New Case
Contact
EMSAR EMSAR
Owner
Kimberly Hardison
Created
Dec 17, 2025
Work Orders from this Case (1)
WO-01327096 (current) Invoiced
Repair • Jared Heisler
Created: Dec 17, 2025 • Closed: Jan 28, 2026
Completed with significant delays
Invoiced • 148 days old
🚨
Primary Delay 57.0 days stuck in "Invoiced"
⏱️
Total Delay 28.6 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
1.2d / 0.5d SLA
Scheduled
30.0d / 2.0d SLA
Canceled
0.0d
Ready for Scheduling
0.0d / 1.0d SLA
Ready for Release
2.0d
Tech On Site
0.0d / 1.0d SLA
Closed
2.1d / 1.0d SLA
Ready to Bill
1.9d / 1.0d SLA
Invoiced
57.0d
Billing Review
0.0d / 2.0d SLA
Billing Correction Needed
15.0d
WO Correction Needed
1.9d
07e-Partial Project
4.0d

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
04/20/2026 Jsackett - Deleted SM-252593, returned to billing correction status for update and rebilling per credit request. root cause: The work order in our system shows .25 hours of labor. The Philips system shows .02 hours of labor. This needs to be credited so we can solve the rounding error and rebill..

01/06/2026 MNewman - unable to cancel PWO due to parts in shipped status on WO.

01/05/2026 ALuman - cancel duplicate WO per Fady. Fady will cancel PWO

12/18/2025 ALuman - dispatch to Jared to complete repair

🔧 Work Performed
WO Canceled
🔍 Technician Findings
WO Canceled
⚠️ Problem Description
unable to create subcase on Case # 0124915938 - please reference WO-13695670
📄 Description
Philips Trilogy EV300 Hospital Ventilator (DS2200X11B / 989805661881)
📞 Call Description
Repair - Trade

Timeline

📞
Case Linked Dec 17, 4:48 PM
Case Number: 00552612
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Dec 17, 5:05 PM
Work Order: WO-01327096
Type: Repair
Priority: PC
👷
▶
4 Technician Assigned Dec 18, 9:54 AM
Technician Assigned → Dispatch Scheduled → Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Ashley Luman
Scheduled For: 2025-12-24T05:00:00.000+0000, 2025-12-24T00:00:00.000+0000
🗓️
Status: Scheduled by Ashley Luman
From: Entered
To: Scheduled
Duration in Previous: 16h 49m
📅
Dispatch Scheduled by Ashley Luman
Scheduled For: 2025-12-23T13:00:00.000+0000
⚠️ 9.0 business days
📅
Dispatch Scheduled by Jared Heisler Dec 30, 3:14 PM
Scheduled For: 2026-01-09T13:00:00.000+0000
⚠️ 5.0 business days
🆕
Status: Entered by Ashley Luman Jan 5, 8:43 AM
From: Scheduled, Entered
To: Entered, Canceled
Duration in Previous: 17d 22h, 0m
📅
▶
2 Status: Ready for Scheduling Jan 5, 8:49 AM
Status: Ready for Scheduling → Status: Canceled
🚫
Status: Canceled by Ashley Luman
From: Ready for Scheduling
To: Canceled
Duration in Previous: 1m
🆕
Status: Entered by Mandy Newman Jan 5, 8:55 AM
From: Canceled, Entered
To: Entered, Ready for Release
Duration in Previous: 3m, 0m
👷
▶
3 Technician Assigned Jan 6, 7:29 AM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Mandy Newman
From: Ready for Release, Assigned
To: Assigned, Scheduled
Duration in Previous: 22h 34m, 0m
📅
Dispatch Scheduled by Mandy Newman
Scheduled For: 2026-01-07T13:00:00.000+0000
🚨 17.0 business days
🔧
▶
3 Status: Tech On Site Jan 28, 11:13 AM
Status: Tech On Site → Labor Added → Status: Completed
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 0.016666666666667
✔️
Status: Completed by Jared Heisler
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 1m, 0m
⏳ 2.0 business days
📄
Status: Ready to Bill by Timothy Amburgey Jan 29, 11:36 AM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 0h
💰
Status: Invoiced by Josh Longway Jan 30, 4:00 AM
From: Ready to Bill
To: Invoiced
Duration in Previous: 16h 24m
🚨 57.0 business days
💵
▶
2 Status: Billing Review Apr 20, 10:09 AM
Status: Billing Review → Status: Billing Correction Needed
💳
Status: Billing Correction Needed by Jane Sackett
From: Billing Review
To: Billing Correction Needed
Duration in Previous: 1m
🚨 15.0 business days
✏️
Status: WO Correction Needed by Timothy Amburgey May 8, 1:07 PM
From: Billing Correction Needed
To: WO Correction Needed
Duration in Previous: 18d 2h
⏳ 2.0 business days
🏁
Status: Closed by Sean Currie May 11, 10:56 AM
From: WO Correction Needed
To: Closed
Duration in Previous: 2d 21h
📋
Status: 07e-Partial Project by Timothy Amburgey May 11, 11:46 AM
From: Closed
To: 07e-Partial Project
Duration in Previous: 50m
⏳ 4.0 business days
📄
▶
3 Status: Ready to Bill May 14, 3:46 PM
Status: Ready to Bill → Status: Invoice Pending → Invoice Created
📨
Status: Invoice Pending by Timothy Amburgey
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 3m, 0m
🧾
Invoice Created
Invoice Number: SM-261948

Bottlenecks

Entered
Duration: 1.2 business days (threshold: 4.0 business hours)
Exceeded by 5.9 business hours
Scheduled
Duration: 13.0 business days (threshold: 2.0 business days)
Exceeded by 11.0 business days
Scheduled
Duration: 17.0 business days (threshold: 2.0 business days)
Exceeded by 15.0 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 7.8 business hours
Ready to Bill
Duration: 1.9 business days (threshold: 1.0 business days)
Exceeded by 7.4 business hours

🔗 Related Artifacts

📞
Case 00552612
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Repair
Branch
ERLA - PROD
Technician
Jared Heisler
Scheduled
Jan 7, 8:00 AM
Created
Dec 17, 5:05 PM
Invoice #
SM-261948

Work Details (1)

Name Type Status Qty Amount Date
WL-03081413 Labor Open 0.016666666666667 $23.75 Jan 28, 11:14 AM

Details