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← WO Overview

WO-01337874 ↗ ServiceMax

PHILIPS HEALTHCARE • CSOL Services • PSM

📍 Trinity Health Brighton — 7575 Grand River, Brighton MI, 48114

Jan 14, 2026 → Apr 6, 2026

✅ Completed
PSM
SLA Clock
Last business day of January 2026 · Target: Jan 30, 2026
✗ SLA Missed (44 biz days late)
Active: 56 biz days
🕐 Clock stopped: Completed (Apr 6, 2026)
▶ Clock Running
Status: Scheduled
Jan 14 → Jan 14, 2026
0 business days (counted)
Running total: 0 of ? biz days used
5d
▶ Clock Running
Status: Ready for Scheduling
Jan 14 → Jan 22, 2026
5 business days (counted)
Running total: 5 of ? biz days used
40d
▶ Clock Running
Status: Scheduled
Jan 22 → Mar 20, 2026
40 business days (counted)
Running total: 45 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Mar 20 → Mar 23, 2026
1 business day (counted)
Running total: 46 of ? biz days used
10d
▶ Clock Running
Status: Scheduled
Mar 23 → Apr 6, 2026
10 business days (counted)
Running total: 56 of ? biz days used
Created: Jan 14, 2026 Completed: Apr 6, 2026
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Jan 14 → Jan 14 Scheduled ▶ Running 0 0
Jan 14 → Jan 22 Ready for Scheduling ▶ Running 5 5
Jan 22 → Mar 20 Scheduled ▶ Running 40 45
Mar 20 → Mar 23 Ready for Scheduling ▶ Running 1 46
Mar 23 → Apr 6 Scheduled ▶ Running 10 56
Coordinators 58.1d
Billing 2.3d
✗ SLA Missed
Coordinators
58.1 days
Over SLA
Billing
2.3 days
Over SLA
Created: Jan 14, 2026 Due: Dec 31, 2026 Completed: Apr 6, 2026 (269 days early)
📅
56.6 days Total Age
⏱️
40.4d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
55.8d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
46 lines Work Details
🚩
7 visits On-Site Trips
📋
Coordinator Scheduling
🚨
7 On-Site Visits
7 on-site visits — critical red flag: repeated failure to resolve
Visit 1 Mar 29, 2026
Visit 2 Mar 30, 2026
Visit 3 Mar 31, 2026
Visit 4 Apr 1, 2026
Visit 5 Apr 2, 2026
Visit 6 Apr 3, 2026
Visit 7 Apr 4, 2026

AI Analysis

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Generating AI analysis...
Completed with significant delays
Invoiced • 214 days old
🚨
Primary Delay 40.4 days stuck in "Scheduled"
⏱️
Total Delay 55.8 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Ready for Scheduling
7.6d / 1.0d SLA
Scheduled
50.6d / 2.0d SLA
Closed
4.0d / 1.0d SLA
Ready to Bill
1.7d / 1.0d SLA
Invoice Pending
0.6d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1/14/2026 1355 CM ack msg; LM w/JF, SZ; 1/15/2026 1809 no JF; 1/14/2026 2031 SZ avail; 1/19/2026 LM w/Betty Jo re cnfm1/20/26 0852 Betty Jo cnfm; ack cnfm, LM w/SZ; 1/22/2026 1508 CM 2nd msg w/SZ; 1536 SZ ack cnfm; 3/20/26 0931 hrs chg; LM w/SZ; 2111 SZ okay with chg; 3/23/26 1000 LM w/Betty Jo re cnfm; 3/23/26 1239 Betty Jo cnfm; ack cnfm, LM w/SZ; 1445 SZ ack cnfm

Timeline

📋
▶
2 Work Order Created Jan 14, 2:34 PM
Work Order Created → Status: Scheduled
🗓️
Status: Scheduled by Caitlin Mcgee
From: Ready for Scheduling, Scheduled
To: Scheduled, Ready for Scheduling
Duration in Previous: 0m
⚠️ 6.0 business days
🗓️
▶
2 Status: Scheduled Jan 22, 3:42 PM
Status: Scheduled → Technician Assigned
👷
Technician Assigned by Caitlin Mcgee
Technician: Susan Zorn
🚨 41.0 business days
📅
▶
2 Dispatch Scheduled Mar 20, 9:33 AM
Dispatch Scheduled → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Wayne Rush
From: Scheduled
To: Ready for Scheduling
Duration in Previous: 56d 16h
⏳ 2.0 business days
🗓️
Status: Scheduled by Caitlin Mcgee Mar 23, 6:39 PM
From: Ready for Scheduling
To: Scheduled
Duration in Previous: 3d 9h
⏳ 4.7 business days
🚗
▶
3 2x Travel Added Mar 29, 4:43 PM
2x Travel Added → 3x Expenses Added → 5x Expenses Added
💵
3x Expenses Added
Type: Expenses
Status: Open
Qty: 1
💵
5x Expenses Added
Type: Expenses
Status: Open
Qty: 1
💵
9x Expenses Added Mar 29, 4:50 PM
Type: Expenses
Status: Open
Qty: 1
💵
3x Expenses Added Mar 30, 11:11 AM
Type: Expenses
Status: Open
Qty: 1
⏱️
▶
2 5x Labor Added Mar 30, 11:20 AM
5x Labor Added → 2x Labor Added
⏱️
2x Labor Added
Type: Labor, Expenses
Status: Open
Qty: 0.5, 1
⏳ 2.0 business days
⏱️
▶
2 2x Labor Added Mar 31, 12:06 PM
2x Labor Added → 2x Labor Added
⏱️
2x Labor Added
Type: Labor
Status: Open
Qty: 0.5
⏳ 4.0 business days
⏱️
▶
2 4x Labor Added Apr 3, 3:51 PM
4x Labor Added → 4x Labor Added
⏱️
4x Labor Added
Type: Labor
Status: Open
Qty: 0.5, 1, 8
⏱️
3x Labor Added Apr 3, 4:04 PM
Type: Labor
Status: Open
Qty: 0.5, 8, 1
⏱️
Labor Added Apr 4, 1:08 PM
Type: Labor
Status: Open
Qty: 1.25
⏳ 1.0 business days
⏱️
▶
2 Labor Added Apr 6, 9:06 AM
Labor Added → Status: Completed
✔️
Status: Completed by Susan Zorn
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 13d 14h, 0m
⏳ 4.0 business days
📄
Status: Ready to Bill by Wayne Rush Apr 9, 2:27 PM
From: Closed
To: Ready to Bill
Duration in Previous: 3d 5h
📨
Status: Invoice Pending by Timothy Amburgey Apr 10, 11:37 AM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 21h 9m
🧾
▶
2 Invoice Created Apr 10, 4:12 PM
Invoice Created → Status: Invoiced
💰
Status: Invoiced by Timothy Amburgey
From: Invoice Pending
To: Invoiced
Duration in Previous: 4h 35m

Bottlenecks

Ready for Scheduling
Duration: 5.6 business days (threshold: 1.0 business days)
Exceeded by 4.6 business days
Scheduled
Duration: 40.4 business days (threshold: 2.0 business days)
Exceeded by 38.4 business days
Ready for Scheduling
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Scheduled
Duration: 10.2 business days (threshold: 2.0 business days)
Exceeded by 8.2 business days
Closed
Duration: 4.0 business days (threshold: 1.0 business days)
Exceeded by 3.0 business days
Ready to Bill
Duration: 1.7 business days (threshold: 1.0 business days)
Exceeded by 5.5 business hours

🔗 Related Artifacts

No related artifacts

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
CSOL Services
Branch
ERLA - PROD
Technician
Susan Zorn
Scheduled
Mar 30, 8:00 AM
Created
Jan 14, 2:34 PM
Invoice #
SM-258990

Work Details (46)

Name Type Status Qty Amount Date
WL-03164507 Travel Open 59 $42.48 Mar 29, 4:43 PM
WL-03164508 Travel Open 59 $42.48 Mar 29, 4:43 PM
WL-03164509 Expenses Open 1 $753.60 Mar 29, 4:44 PM
WL-03164511 Expenses Open 1 $68.00 Mar 29, 4:45 PM
WL-03164510 Expenses Open 1 $3.00 Mar 29, 4:45 PM
WL-03164512 Expenses Open 1 $68.00 Mar 29, 4:46 PM
WL-03164513 Expenses Open 1 $68.00 Mar 29, 4:46 PM
WL-03164514 Expenses Open 1 $68.00 Mar 29, 4:46 PM
WL-03164515 Expenses Open 1 $68.00 Mar 29, 4:46 PM
WL-03164516 Expenses Open 1 $68.00 Mar 29, 4:46 PM
WL-03164524 Expenses Open 1 $285.84 Mar 29, 4:50 PM
WL-03164520 Expenses Open 1 $139.26 Mar 29, 4:50 PM
WL-03164517 Expenses Open 1 $139.26 Mar 29, 4:50 PM
WL-03164522 Expenses Open 1 $3.00 Mar 29, 4:50 PM
WL-03164523 Expenses Open 1 $39.63 Mar 29, 4:50 PM
WL-03164525 Expenses Open 1 $3.00 Mar 29, 4:50 PM
WL-03164519 Expenses Open 1 $139.26 Mar 29, 4:50 PM
WL-03164518 Expenses Open 1 $139.26 Mar 29, 4:50 PM
WL-03164521 Expenses Open 1 $139.29 Mar 29, 4:50 PM
WL-03165074 Expenses Open 1 $183.34 Mar 30, 11:11 AM
WL-03165075 Expenses Open 1 $3.00 Mar 30, 11:11 AM
WL-03165076 Expenses Open 1 $276.75 Mar 30, 11:11 AM
WL-03165084 Labor Open 1 $40.00 Mar 30, 11:20 AM
WL-03165083 Labor Open 10.5 $420.00 Mar 30, 11:20 AM
WL-03165085 Labor Open 7 $977.00 Mar 30, 11:20 AM
WL-03165086 Labor Open 1 $977.00 Mar 30, 11:20 AM
WL-03165087 Labor Open 8 $76.00 Mar 30, 11:20 AM
WL-03165093 Labor Open 0.5 $20.00 Mar 30, 11:22 AM
WL-03165094 Expenses Open 1 $68.00 Mar 30, 11:23 AM
WL-03166788 Labor Open 1 $977.00 Mar 31, 12:06 PM
WL-03166789 Labor Open 8 $76.00 Mar 31, 12:06 PM
WL-03166797 Labor Open 0.5 $20.00 Mar 31, 12:08 PM
WL-03166798 Labor Open 0.5 $20.00 Mar 31, 12:08 PM
WL-03172920 Labor Open 1 $977.00 Apr 3, 3:51 PM
WL-03172923 Labor Open 0.5 $20.00 Apr 3, 3:51 PM
WL-03172922 Labor Open 0.5 $20.00 Apr 3, 3:51 PM
WL-03172921 Labor Open 8 $76.00 Apr 3, 3:51 PM
WL-03172941 Labor Open 0.5 $20.00 Apr 3, 3:55 PM
WL-03172938 Labor Open 1 $977.00 Apr 3, 3:55 PM
WL-03172939 Labor Open 8 $76.00 Apr 3, 3:55 PM
WL-03172940 Labor Open 0.5 $20.00 Apr 3, 3:55 PM
WL-03172961 Labor Open 0.5 $20.00 Apr 3, 4:04 PM
WL-03172962 Labor Open 8 $76.00 Apr 3, 4:04 PM
WL-03172963 Labor Open 1 $1,042.00 Apr 3, 4:04 PM
WL-03173692 Labor Open 1.25 $50.00 Apr 4, 1:08 PM
WL-03174187 Labor Open 11.5 $460.00 Apr 6, 9:06 AM

Details