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WO-01327674 ↗ ServiceMax

GE Healthcare FMI • Installation • PC

📍 ST PETERS HOSPITAL — 315 S MANNING BLVD, ALBANY NY, 12208

Dec 22, 2025 → Dec 30, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Jan 3, 2026
✓ SLA Met (2 biz days early)
Active: 5 biz days
🕐 Clock stopped: Invoiced (Dec 30, 2025)
▶ Clock Running
Status: Created
Dec 22 → Dec 22, 2025
0 business days (counted)
Running total: 0 of ? biz days used
5d
▶ Clock Running
Status: Scheduled
Dec 22 → Dec 30, 2025
5 business days (counted)
Running total: 5 of ? biz days used
▶ Clock Running
Status: Tech On Site
Dec 30 → Dec 30, 2025
0 business days (counted)
Running total: 5 of ? biz days used
▶ Clock Running
Status: Tech Off Site
Dec 30 → Dec 30, 2025
0 business days (counted)
Running total: 5 of ? biz days used
▶ Clock Running
Status: Completed
Dec 30 → Dec 30, 2025
0 business days (counted)
Running total: 5 of ? biz days used
Created: Dec 22, 2025 Invoiced: Dec 30, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Dec 22 → Dec 22 Created ▶ Running 0 0
Dec 22 → Dec 30 Scheduled ▶ Running 5 5
Dec 30 → Dec 30 Tech On Site ▶ Running 0 5
Dec 30 → Dec 30 Tech Off Site ▶ Running 0 5
Dec 30 → Dec 30 Completed ▶ Running 0 5
Dispatch 4.1d
Coordinators 4.4d
Field Work 1.0d
Billing 2.6d
✓ SLA Met
Dispatch
4.1 days
Over SLA
Coordinators
4.4 days
Over SLA
Field Work
1.0 days
Billing
2.6 days
Over SLA
Created: Dec 22, 2025 Due: Jan 3, 2026 Completed: Dec 30, 2025 (4 days early)
📅
5.4 days Total Age
⏱️
19.3d in L2 Review Longest Stage
🔄
9 transitions Status Changes
⚠️
7.1d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
9 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
👤 Self-scheduled by Joseph Nuovo — scheduling delays attributed to technician, not coordinators
Visit 1 Dec 29, 2025
Visit 2 Dec 30, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00553628
Urgent GE MIC install WO request
Closed
"Select the ""Multi-IP"" option for the product type included in the installation order. One must be assigned for an FSE to close the WO. Examples: Panda iRes Warmer PANDA - Multiple IPs Giraffe Bedded Warmer GW - Multiple IPs Giraffe OmniBed Carestation GOB - Multiple IPs Note: leave blank for accessory only installs"
Priority
High
Origin
Email
Reason
New Case
Contact
Joseph Botticelli
Owner
Sherry Reich
Created
Dec 22, 2025
Work Orders from this Case (3)
WO-01327673 Invoiced
Installation • Philmon Mehari
Created: Dec 22, 2025 • Closed: Dec 31, 2025
WO-01327674 (current) Invoiced
Installation • Joseph Nuovo
Created: Dec 22, 2025 • Closed: Dec 30, 2025
WO-01327675 Invoiced
Installation • April Nuovo
Created: Dec 22, 2025 • Closed: Dec 31, 2025
Completed with minor delays
Invoiced • 234 days old
🚨
Primary Delay 19.3 days stuck in "L2 Review"
⏱️
Total Delay 7.1 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
Scheduled
4.4d / 2.0d SLA
Tech On Site
1.0d / 1.0d SLA
Tech Off Site
0.0d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
0.1d / 1.0d SLA
L2 Screening
4.0d / 1.0d SLA
L2 Review
19.3d
Ready to Bill
2.6d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/22/2025 RArnold - dispatching to joe

🔧 Work Performed
Installation of one panda warmer and accessories complete.
🔍 Technician Findings
Installation of one panda warmer and accessories complete.
⚠️ Problem Description
"EMSAR FSE to Install primary unit(s) and any accessories included in the shipment notification* for the following serial number(s): PBW25509727SA,PBW25509722SA,PBW25509726SA,PBW25509725SA,PBW25509724SA Scale serial number(s): P310834L,P310832L,P310835L,P310833L,P310842L *See Shipment Notification with IPs and accessories attached to the EMSAR WO."
📄 Description
GE Healthcare Giraffe & Panda Warmer Family (Panda IRes (Bedded), Panda Freestanding (Non-Bedded), Panda Wall Mount (Non-Bedded).
📞 Call Description
GEHC MIC Installation - 5 PANDA

Timeline

📞
Case Linked Dec 22, 3:36 PM
Case Number: 00553628
Subject: Urgent GE MIC install WO request
Status: Closed
📋
Work Order Created Dec 22, 4:11 PM
Work Order: WO-01327674
Type: Installation
Priority: PC
👷
▶
3 Technician Assigned Dec 22, 4:43 PM
Technician Assigned → Dispatch Scheduled → Status: Scheduled
📅
Dispatch Scheduled by Rebecca Arnold
Scheduled For: 2025-12-29T13:00:00.000+0000
🗓️
Status: Scheduled by Rebecca Arnold
From: Entered
To: Scheduled
Duration in Previous: 31m
⏳ 4.9 business days
💵
Expenses Added Dec 29, 1:53 PM
Type: Expenses
Status: Open
Qty: 1
🔧
Status: Tech On Site by Joseph Nuovo Dec 29, 8:14 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 7d 3h
⏱️
7x Labor Added Dec 30, 8:14 AM
Type: Labor, Expenses, Travel
Status: Open
Qty: 3.5, 2, 0.25, 1, 152
🚗
Status: Tech Off Site by Joseph Nuovo Dec 30, 8:19 AM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 12h 5m
✔️
▶
2 Status: Completed Dec 30, 8:33 AM
Status: Completed → Status: Closed
🏁
Status: Closed by Joseph Nuovo
From: Completed
To: Closed
Duration in Previous: 1m
⏱️
▶
2 Labor Added Dec 30, 9:12 AM
Labor Added → Status: L2 Screening
🔍
Status: L2 Screening by Timothy Amburgey
From: Closed
To: L2 Screening
Duration in Previous: 41m
⏳ 4.0 business days
👀
Status: L2 Review by Sean Currie Jan 5, 4:39 PM
From: L2 Screening
To: L2 Review
Duration in Previous: 6d 7h
🚨 19.9 business days
📄
Status: Ready to Bill by Timothy Amburgey Feb 2, 2:05 PM
From: L2 Review
To: Ready to Bill
Duration in Previous: 27d 21h
⏳ 3.0 business days
📨
▶
2 Status: Invoice Pending Feb 4, 5:00 PM
Status: Invoice Pending → Invoice Created
🧾
Invoice Created
Invoice Number: SM-253000

Bottlenecks

Scheduled
Duration: 4.4 business days (threshold: 2.0 business days)
Exceeded by 2.4 business days
L2 Screening
Duration: 4.0 business days (threshold: 1.0 business days)
Exceeded by 3.0 business days
Ready to Bill
Duration: 2.6 business days (threshold: 1.0 business days)
Exceeded by 1.6 business days

🔗 Related Artifacts

📞
Case 00553628
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Installation
Branch
N/A
Technician
Joseph Nuovo
Scheduled
Dec 29, 8:00 AM
Created
Dec 22, 4:11 PM
Invoice #
SM-253000

Work Details (9)

Name Type Status Qty Amount Date
WL-03049016 Expenses Open 1 $0.00 Dec 29, 1:53 PM
WL-03049557 Labor Open 3.5 $0.00 Dec 30, 8:14 AM
WL-03049558 Labor Open 2 $180.00 Dec 30, 8:14 AM
WL-03049559 Labor Open 0.25 $100.00 Dec 30, 8:14 AM
WL-03049560 Labor Open 0.25 $0.00 Dec 30, 8:14 AM
WL-03049561 Expenses Open 1 $0.00 Dec 30, 8:14 AM
WL-03049562 Travel Open 152 $0.00 Dec 30, 8:14 AM
WL-03049563 Travel Open 2 $0.00 Dec 30, 8:14 AM
WL-03049583 Labor Open 0.016666666666667 $38.00 Dec 30, 9:12 AM

Details