Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01338591 ↗ ServiceMax

PHILIPS HEALTHCARE • CSOL Services • PSM

📍 Wake Forest Baptist Med Ctr — 1 Medical Center Dr., Winston-Salem NC, 27157

Jan 20, 2026 → Mar 28, 2026

✅ Completed
PSM
SLA Clock
Last business day of January 2026 · Target: Jan 30, 2026
✗ SLA Missed (39 biz days late)
Active: 47 biz days
🕐 Clock stopped: Completed (Mar 28, 2026)
▶ Clock Running
Status: Created
Jan 20 → Jan 20, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Scheduled
Jan 20 → Jan 20, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 20 → Jan 22, 2026
2 business days (counted)
Running total: 2 of ? biz days used
45d
▶ Clock Running
Status: Scheduled
Jan 22 → Mar 28, 2026
45 business days (counted)
Running total: 47 of ? biz days used
Created: Jan 20, 2026 Completed: Mar 28, 2026
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Jan 20 → Jan 20 Created ▶ Running 0 0
Jan 20 → Jan 20 Scheduled ▶ Running 0 0
Jan 20 → Jan 22 Ready for Scheduling ▶ Running 2 2
Jan 22 → Mar 28 Scheduled ▶ Running 45 47
Dispatch 0.0d
Coordinators 48.3d
Billing 3.6d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
48.3 days
Over SLA
Billing
3.6 days
Over SLA
Created: Jan 20, 2026 Due: Dec 31, 2026 Completed: Mar 28, 2026 (278 days early)
📅
47.9 days Total Age
⏱️
45.4d in Scheduled Longest Stage
🔄
6 transitions Status Changes
⚠️
48.9d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
24 lines Work Details
🚩
5 visits On-Site Trips
📋
Coordinator Scheduling
🚨
5 On-Site Visits
5 on-site visits — critical red flag: repeated failure to resolve
Visit 1 Mar 23, 2026
Visit 2 Mar 24, 2026
Visit 3 Mar 25, 2026
Visit 4 Mar 26, 2026
Visit 5 Mar 27, 2026

AI Analysis

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Generating AI analysis...
Completed with significant delays
Invoiced • 208 days old
🚨
Primary Delay 45.4 days stuck in "Scheduled"
⏱️
Total Delay 48.9 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
Ready for Scheduling
2.9d / 1.0d SLA
Scheduled
45.4d / 2.0d SLA
Closed
4.0d / 1.0d SLA
Ready to Bill
1.6d / 1.0d SLA
Invoice Pending
2.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1/20/26 1200 LM w/AP; 1/20/2026 1801 AP avail; 1/21/2026 1330 LM w/Nicole re cnfm; 1/22/2026 0959 Nicole cnfm; 1442 ack cnfm; LM w/AP; 1501 AP ack cnfm

Timeline

📋
▶
2 Work Order Created Jan 20, 11:53 AM
Work Order Created → Status: Scheduled
🗓️
Status: Scheduled by Wayne Rush
From: Entered, Scheduled
To: Scheduled, Ready for Scheduling
Duration in Previous: 0m
⏳ 3.0 business days
👷
▶
2 Technician Assigned Jan 22, 3:24 PM
Technician Assigned → Status: Scheduled
🗓️
Status: Scheduled by Caitlin Mcgee
From: Ready for Scheduling
To: Scheduled
Duration in Previous: 2d 3h
🚨 43.0 business days
⏱️
▶
2 Labor Added Mar 24, 7:04 PM
Labor Added → 2x Labor Added
⏱️
2x Labor Added
Type: Labor
Status: Open
Qty: 0.25, 8
🚗
2x Travel Added Mar 24, 7:10 PM
Type: Travel, Expenses
Status: Open
Qty: 93, 1
⏳ 1.6 business days
⏱️
▶
3 Labor Added Mar 25, 7:32 PM
Labor Added → 2x Labor Added → 2x Labor Added
⏱️
2x Labor Added
Type: Labor
Status: Open
Qty: 0.25
⏱️
2x Labor Added
Type: Labor, Expenses
Status: Open
Qty: 0.25, 1
⏳ 2.6 business days
💵
▶
2 2x Expenses Added Mar 27, 8:13 AM
2x Expenses Added → 4x Expenses Added
💵
4x Expenses Added
Type: Expenses
Status: Open
Qty: 1
⏱️
▶
3 Labor Added Mar 27, 8:27 AM
Labor Added → 2x Labor Added → Labor Added
⏱️
2x Labor Added
Type: Labor
Status: Open
Qty: 0.25
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 8
⏱️
2x Labor Added Mar 27, 8:43 AM
Type: Labor
Status: Open
Qty: 6, 4
💵
Expenses Added Mar 27, 4:19 PM
Type: Expenses
Status: Open
Qty: 1
⏳ 1.0 business days
⏱️
▶
2 Labor Added Mar 28, 7:06 PM
Labor Added → Status: Completed
✔️
Status: Completed by Angela Pettus
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 65d 2h, 0m
⏳ 4.0 business days
📄
Status: Ready to Bill by Wayne Rush Apr 2, 3:34 PM
From: Closed
To: Ready to Bill
Duration in Previous: 4d 20h
📨
Status: Invoice Pending by Timothy Amburgey Apr 3, 9:24 AM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 17h 49m
⏳ 2.0 business days
🧾
▶
2 Invoice Created Apr 6, 1:33 PM
Invoice Created → Status: Invoiced
💰
Status: Invoiced by Timothy Amburgey
From: Invoice Pending
To: Invoiced
Duration in Previous: 3d 4h

Bottlenecks

Ready for Scheduling
Duration: 2.9 business days (threshold: 1.0 business days)
Exceeded by 1.9 business days
Scheduled
Duration: 45.4 business days (threshold: 2.0 business days)
Exceeded by 43.4 business days
Closed
Duration: 4.0 business days (threshold: 1.0 business days)
Exceeded by 3.0 business days
Ready to Bill
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 4.4 business hours

🔗 Related Artifacts

No related artifacts

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
CSOL Services
Branch
ERLA - PROD
Technician
Angela Pettus
Scheduled
Mar 24, 9:00 AM
Created
Jan 20, 11:53 AM
Invoice #
SM-258329

Work Details (24)

Name Type Status Qty Amount Date
WL-03157602 Labor Open 1.5 $60.00 Mar 24, 7:04 PM
WL-03157614 Labor Open 0.25 $10.00 Mar 24, 7:06 PM
WL-03157618 Labor Open 8 $830.00 Mar 24, 7:07 PM
WL-03157621 Travel Open 93 $66.96 Mar 24, 7:10 PM
WL-03157624 Expenses Open 1 $68.00 Mar 24, 7:11 PM
WL-03159646 Labor Open 8 $830.00 Mar 25, 7:32 PM
WL-03159652 Labor Open 0.25 $10.00 Mar 25, 7:33 PM
WL-03159654 Labor Open 0.25 $10.00 Mar 25, 7:34 PM
WL-03159655 Labor Open 0.25 $10.00 Mar 25, 7:35 PM
WL-03159660 Expenses Open 1 $68.00 Mar 25, 7:36 PM
WL-03162181 Expenses Open 1 $68.00 Mar 27, 8:13 AM
WL-03162182 Expenses Open 1 $68.00 Mar 27, 8:13 AM
WL-03162187 Expenses Open 1 $145.77 Mar 27, 8:15 AM
WL-03162188 Expenses Open 1 $145.77 Mar 27, 8:15 AM
WL-03162189 Expenses Open 1 $145.77 Mar 27, 8:15 AM
WL-03162190 Expenses Open 1 $145.77 Mar 27, 8:15 AM
WL-03162205 Labor Open 0.25 $10.00 Mar 27, 8:27 AM
WL-03162207 Labor Open 0.25 $10.00 Mar 27, 8:29 AM
WL-03162210 Labor Open 0.25 $10.00 Mar 27, 8:30 AM
WL-03162213 Labor Open 8 $830.00 Mar 27, 8:30 AM
WL-03162231 Labor Open 6 $830.00 Mar 27, 8:43 AM
WL-03162232 Labor Open 4 $76.00 Mar 27, 8:44 AM
WL-03163365 Expenses Open 1 $0.00 Mar 27, 4:19 PM
WL-03164217 Labor Open 1.5 $60.00 Mar 28, 7:06 PM

Details