Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01328418 ↗ ServiceMax

PHILIPS HEALTHCARE • Preventive Maintenance • PC

📍 New York Presbyterian Hospital- 165th St — 627 W 165th St, New York NY, 10032

Dec 30, 2025 → Feb 1, 2026

✅ Completed
PC Per client agreement
Target: Jan 9, 2026
🕐 Clock stopped: Completed (Feb 1)
✗ SLA Missed (22d late)
Dispatch 0.0d
Coordinators 24.7d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
24.7 days
Over SLA
Created: Dec 30, 2025 Due: Jan 9, 2026 Completed: Feb 1, 2026 (22 days late)
📅
23.8 days Total Age
⏱️
23.7d in Assigned Longest Stage
🔄
5 transitions Status Changes
⚠️
26.2d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
2 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00555002
URGENT Philips WO Request
Closed
Customer Requesting PM under Co-op Agreement
Priority
High
Origin
Email
Reason
New Case
Contact
Victor Ibeka
Owner
Shelby Robinson
Created
Dec 30, 2025
Work Orders from this Case (1)
WO-01328418 (current) Invoiced
Preventive Maintenance • Fady Khouzam
Created: Dec 30, 2025 • Closed: Feb 1, 2026
Completed with significant delays
Invoiced • 135 days old
🚨
Primary Delay 23.7 days stuck in "Assigned"
⏱️
Total Delay 26.2 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.0d / 0.5d SLA
Assigned
23.7d / 0.5d SLA
Scheduled
1.0d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
4.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

01/21/2026 Cever reached put to Rebecca to advise update work orders will be on demand when visit is confirmed.

01/12/2025 Cever Fady K advised these need removed from him wil dispatch on demand

12/30/2025 RArnold - WO created for parts assigning to Fady K

🔧 Work Performed
Consumed the delayed part(PM Kit).
🔍 Technician Findings
PM
⚠️ Problem Description
Customer Requesting PM under Co-op Agreement
📄 Description
V60 Ventilator
📞 Call Description
PM - Contract - Customer Value PM

Timeline

📞
Case Linked Dec 30, 12:28 PM
Case Number: 00555002
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Dec 30, 12:55 PM
Work Order: WO-01328418
Type: Preventive Maintenance
Priority: PC
👷
▶
2 Technician Assigned Dec 30, 1:10 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Rebecca Arnold
From: Entered
To: Assigned
Duration in Previous: 14m
🚨 24.0 business days
📅
▶
2 Dispatch Scheduled Jan 30, 10:09 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Rebecca Arnold
From: Assigned
To: Scheduled
Duration in Previous: 30d 20h
⏳ 1.0 business days
⏱️
▶
3 2x Labor Added Feb 1, 6:41 PM
2x Labor Added → Status: Completed → Status: Closed
✔️
Status: Completed by Fady Khouzam
From: Scheduled
To: Completed
Duration in Previous: 2d 8h
🏁
Status: Closed by Fady Khouzam
From: Completed
To: Closed
Duration in Previous: 1m
⏳ 4.0 business days
📄
Status: Ready to Bill by Timothy Amburgey Feb 5, 10:26 AM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 3d 15h, 0m
🚨 16.0 business days
🧾
Invoice Created Feb 26, 9:54 AM
Invoice Number: SM-253033

Bottlenecks

Assigned
Duration: 23.7 business days (threshold: 4.0 business hours)
Exceeded by 23.2 business days
Closed
Duration: 4.0 business days (threshold: 1.0 business days)
Exceeded by 3.0 business days

🔗 Related Artifacts

📞
Case 00555002
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
ERLA - PROD
Technician
Fady Khouzam
Scheduled
Jan 30, 8:00 AM
Created
Dec 30, 12:55 PM
Invoice #
SM-253033

Work Details (2)

Name Type Status Qty Amount Date
WL-03087215 Labor Open 0.25 $0.00 Feb 1, 6:41 PM
WL-03087216 Labor Open 0.25 $0.00 Feb 1, 6:41 PM

Details