Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01338596 ↗ ServiceMax

PHILIPS HEALTHCARE • CSOL Services • PSM

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

Jan 20, 2026 → Apr 18, 2026

✅ Completed
PSM
SLA Clock
Last business day of January 2026 · Target: Jan 30, 2026
✗ SLA Missed (54 biz days late)
Active: 62 biz days
🕐 Clock stopped: Completed (Apr 18, 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
▶ Clock Running
Status: Scheduled
Jan 22 → Jan 22, 2026
0 business days (counted)
Running total: 2 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 22 → Jan 22, 2026
0 business days (counted)
Running total: 2 of ? biz days used
60d
▶ Clock Running
Status: Scheduled
Jan 22 → Apr 18, 2026
60 business days (counted)
Running total: 62 of ? biz days used
Created: Jan 20, 2026 Completed: Apr 18, 2026
Show SLA Clock Detail (6 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 → Jan 22 Scheduled ▶ Running 0 2
Jan 22 → Jan 22 Ready for Scheduling ▶ Running 0 2
Jan 22 → Apr 18 Scheduled ▶ Running 60 62
Dispatch 0.0d
Coordinators 63.4d
Billing 2.5d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
63.4 days
Over SLA
Billing
2.5 days
Over SLA
Created: Jan 20, 2026 Due: Dec 31, 2026 Completed: Apr 18, 2026 (257 days early)
📅
62.9 days Total Age
⏱️
60.4d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
63.9d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
27 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 Apr 13, 2026
Visit 2 Apr 14, 2026
Visit 3 Apr 15, 2026
Visit 4 Apr 16, 2026
Visit 5 Apr 17, 2026

AI Analysis

Powered by OpenAI
Generating AI analysis...
Completed with significant delays
Invoiced • 208 days old
🚨
Primary Delay 60.4 days stuck in "Scheduled"
⏱️
Total Delay 63.9 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
Scheduled
60.5d / 2.0d SLA
Ready for Scheduling
2.9d / 1.0d SLA
Closed
4.0d / 1.0d SLA
Ready to Bill
1.6d / 1.0d SLA
Invoice Pending
0.9d / 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; 3/30/2026 AP says Deb Montieth discussing M; LM w/Nicole; 0742 Nicole can add f/u on M; 2014 AP decline M; 2033 LM w/Nicole re cnfm

Timeline

📋
▶
3 Work Order Created Jan 20, 12:05 PM
Work Order Created → Status: Scheduled → Status: Ready for Scheduling
🗓️
Status: Scheduled by Wayne Rush
From: Entered
To: Scheduled
Duration in Previous: 0m
📅
Status: Ready for Scheduling by Wayne Rush
From: Scheduled
To: Ready for Scheduling
Duration in Previous: 1m
⏳ 3.0 business days
📅
▶
2 Dispatch Scheduled Jan 22, 2:44 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Caitlin Mcgee
From: Ready for Scheduling, Scheduled
To: Scheduled, Ready for Scheduling
Duration in Previous: 2d 2h, 0m
👷
▶
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: 40m
🚨 49.0 business days
📅
Dispatch Scheduled by Wayne Rush Apr 1, 11:03 AM
Scheduled For: 2026-04-14T13:00:00.000+0000
🚨 10.0 business days
⏱️
▶
2 Labor Added Apr 14, 3:50 PM
Labor Added → Labor Added
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 1.5
⏱️
▶
2 2x Labor Added Apr 14, 7:09 PM
2x Labor Added → 2x Expenses Added
💵
2x Expenses Added
Type: Expenses
Status: Open
Qty: 1
⏳ 3.5 business days
⏱️
▶
4 3x Labor Added Apr 17, 7:02 AM
3x Labor Added → Labor Added → 3x Labor Added → 4x Labor Added
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 0.25
⏱️
3x Labor Added
Type: Labor
Status: Open
Qty: 0.25, 8
⏱️
4x Labor Added
Type: Labor, Expenses
Status: Open
Qty: 8, 1
🚗
▶
2 3x Travel Added Apr 17, 7:08 AM
3x Travel Added → 2x Travel Added
🚗
2x Travel Added
Type: Travel
Status: Open
Qty: 10, 100
⏳ 1.0 business days
💵
▶
3 2x Expenses Added Apr 18, 10:27 AM
2x Expenses Added → 2x Expenses Added → Labor Added
💵
2x Expenses Added
Type: Expenses
Status: Open
Qty: 1
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 1.5
✔️
Status: Completed by Angela Pettus Apr 18, 10:34 AM
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 85d 18h, 0m
⏳ 4.0 business days
📄
Status: Ready to Bill by Wayne Rush Apr 23, 3:11 PM
From: Closed
To: Ready to Bill
Duration in Previous: 5d 4h
📨
Status: Invoice Pending by Timothy Amburgey Apr 24, 9:52 AM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 18h 40m
💰
▶
2 Status: Invoiced Apr 24, 5:11 PM
Status: Invoiced → Invoice Created
🧾
Invoice Created
Invoice Number: SM-260105

Bottlenecks

Ready for Scheduling
Duration: 2.9 business days (threshold: 1.0 business days)
Exceeded by 1.9 business days
Scheduled
Duration: 60.4 business days (threshold: 2.0 business days)
Exceeded by 58.4 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 4.8 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
Apr 14, 9:00 AM
Created
Jan 20, 12:05 PM
Invoice #
SM-260105

Work Details (27)

Name Type Status Qty Amount Date
WL-03185610 Labor Open 0.25 $10.00 Apr 14, 3:50 PM
WL-03185611 Labor Open 1.5 $60.00 Apr 14, 3:52 PM
WL-03186009 Labor Open 8 $830.00 Apr 14, 7:09 PM
WL-03186010 Labor Open 0.25 $10.00 Apr 14, 7:10 PM
WL-03186015 Expenses Open 1 $68.00 Apr 14, 7:10 PM
WL-03186016 Expenses Open 1 $68.00 Apr 14, 7:10 PM
WL-03190013 Labor Open 0.25 $10.00 Apr 17, 7:02 AM
WL-03190014 Labor Open 0.25 $10.00 Apr 17, 7:03 AM
WL-03190016 Labor Open 8 $830.00 Apr 17, 7:03 AM
WL-03190017 Labor Open 0.25 $10.00 Apr 17, 7:03 AM
WL-03190018 Labor Open 0.25 $10.00 Apr 17, 7:05 AM
WL-03190020 Labor Open 8 $830.00 Apr 17, 7:06 AM
WL-03190021 Labor Open 0.25 $10.00 Apr 17, 7:06 AM
WL-03190022 Labor Open 8 $830.00 Apr 17, 7:07 AM
WL-03190023 Expenses Open 1 $68.00 Apr 17, 7:07 AM
WL-03190024 Expenses Open 1 $68.00 Apr 17, 7:07 AM
WL-03190025 Expenses Open 1 $68.00 Apr 17, 7:07 AM
WL-03190026 Travel Open 95 $68.40 Apr 17, 7:08 AM
WL-03190027 Travel Open 10 $7.20 Apr 17, 7:08 AM
WL-03190028 Travel Open 10 $7.20 Apr 17, 7:09 AM
WL-03190029 Travel Open 10 $7.20 Apr 17, 7:09 AM
WL-03190030 Travel Open 100 $72.00 Apr 17, 7:09 AM
WL-03191801 Expenses Open 1 $165.55 Apr 18, 10:27 AM
WL-03191802 Expenses Open 1 $165.55 Apr 18, 10:28 AM
WL-03191803 Expenses Open 1 $165.54 Apr 18, 10:28 AM
WL-03191804 Expenses Open 1 $165.54 Apr 18, 10:28 AM
WL-03191807 Labor Open 1.5 $60.00 Apr 18, 10:29 AM

Details