Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01338603 ↗ ServiceMax

PHILIPS HEALTHCARE • CSOL Services • PSM

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

Jan 20, 2026 → May 16, 2026

✅ Completed
PSM
SLA Clock
Last business day of January 2026 · Target: Jan 30, 2026
✗ SLA Missed (74 biz days late)
Active: 82 biz days
🕐 Clock stopped: Completed (May 16, 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
80d
▶ Clock Running
Status: Scheduled
Jan 22 → May 16, 2026
80 business days (counted)
Running total: 82 of ? biz days used
Created: Jan 20, 2026 Completed: May 16, 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 → May 16 Scheduled ▶ Running 80 82
Coordinators 83.4d
Billing 1.6d
✗ SLA Missed
Coordinators
83.4 days
Over SLA
Billing
1.6 days
Created: Jan 20, 2026 Due: Dec 31, 2026 Completed: May 16, 2026 (229 days early)
📅
82.8 days Total Age
⏱️
80.4d in Scheduled Longest Stage
🔄
7 transitions Status Changes
⚠️
83.3d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
29 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 May 11, 2026
Visit 2 May 12, 2026
Visit 3 May 13, 2026
Visit 4 May 14, 2026
Visit 5 May 15, 2026

AI Analysis

Powered by OpenAI
Generating AI analysis...
Completed with significant delays
Invoiced • 208 days old
🚨
Primary Delay 80.4 days stuck in "Scheduled"
⏱️
Total Delay 83.3 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Ready for Scheduling
2.9d / 1.0d SLA
Scheduled
80.4d / 2.0d SLA
Closed
4.0d / 1.0d SLA
Ready to Bill
0.3d / 1.0d SLA
Invoice Pending
1.2d / 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, 12:14 PM
Work Order Created → Status: Scheduled
🗓️
Status: Scheduled by Wayne Rush
From: Ready for Scheduling, Scheduled
To: Scheduled, Ready for Scheduling
Duration in Previous: 0m
⏳ 3.0 business days
📅
▶
2 Dispatch Scheduled Jan 22, 2:47 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, 3:25 PM
Technician Assigned → Status: Scheduled
🗓️
Status: Scheduled by Caitlin Mcgee
From: Ready for Scheduling
To: Scheduled
Duration in Previous: 37m
🚨 81.0 business days
💵
▶
3 4x Expenses Added May 15, 3:39 PM
4x Expenses Added → 5x Expenses Added → Travel Added
💵
5x Expenses Added
Type: Expenses
Status: Open
Qty: 1
🚗
Travel Added
Type: Travel
Status: Open
Qty: 95
🚗
▶
5 2x Travel Added May 15, 3:47 PM
2x Travel Added → 2x Travel Added → 2x Labor Added → Labor Added → 2x Labor Added
🚗
2x Travel Added
Type: Travel
Status: Open
Qty: 9
⏱️
2x Labor Added
Type: Labor
Status: Open
Qty: 1.5, 8
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 0.25
⏱️
2x Labor Added
Type: Labor
Status: Open
Qty: 0.25, 8
⏱️
▶
4 2x Labor Added May 15, 3:53 PM
2x Labor Added → 3x Labor Added → 3x Labor Added → Labor Added
⏱️
3x Labor Added
Type: Labor
Status: Open
Qty: 0.25, 8
⏱️
3x Labor Added
Type: Labor
Status: Open
Qty: 0.25, 8
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 0.25
⏳ 1.0 business days
⏱️
▶
2 Labor Added May 16, 7:07 PM
Labor Added → Status: Completed
✔️
Status: Completed by Angela Pettus
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 114d 2h, 0m
⏳ 4.0 business days
📄
Status: Ready to Bill by Wayne Rush May 21, 3:23 PM
From: Closed
To: Ready to Bill
Duration in Previous: 4d 20h
📨
Status: Invoice Pending by Hannah Shaw May 21, 6:09 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 2h 46m
🧾
▶
2 Invoice Created May 22, 5:00 PM
Invoice Created → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 22h 50m

Bottlenecks

Ready for Scheduling
Duration: 2.8 business days (threshold: 1.0 business days)
Exceeded by 1.8 business days
Scheduled
Duration: 80.4 business days (threshold: 2.0 business days)
Exceeded by 78.4 business days
Closed
Duration: 4.0 business days (threshold: 1.0 business days)
Exceeded by 3.0 business days

🔗 Related Artifacts

No related artifacts

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
CSOL Services
Branch
ERLA - PROD
Technician
Angela Pettus
Scheduled
May 11, 9:00 AM
Created
Jan 20, 12:14 PM
Invoice #
SM-262606

Work Details (29)

Name Type Status Qty Amount Date
WL-03228144 Expenses Open 1 $162.98 May 15, 3:39 PM
WL-03228149 Expenses Open 1 $162.98 May 15, 3:39 PM
WL-03228150 Expenses Open 1 $162.98 May 15, 3:40 PM
WL-03228151 Expenses Open 1 $162.98 May 15, 3:40 PM
WL-03228158 Expenses Open 1 $68.00 May 15, 3:40 PM
WL-03228161 Expenses Open 1 $68.00 May 15, 3:41 PM
WL-03228163 Expenses Open 1 $68.00 May 15, 3:41 PM
WL-03228164 Expenses Open 1 $68.00 May 15, 3:41 PM
WL-03228168 Expenses Open 1 $68.00 May 15, 3:41 PM
WL-03228170 Travel Open 95 $68.40 May 15, 3:42 PM
WL-03228175 Travel Open 99 $71.28 May 15, 3:47 PM
WL-03228176 Travel Open 9 $6.48 May 15, 3:48 PM
WL-03228177 Travel Open 9 $6.48 May 15, 3:48 PM
WL-03228178 Travel Open 9 $6.48 May 15, 3:48 PM
WL-03228179 Labor Open 1.5 $60.00 May 15, 3:49 PM
WL-03228183 Labor Open 8 $830.00 May 15, 3:50 PM
WL-03228192 Labor Open 0.25 $10.00 May 15, 3:51 PM
WL-03228193 Labor Open 0.25 $10.00 May 15, 3:52 PM
WL-03228195 Labor Open 8 $830.00 May 15, 3:52 PM
WL-03228199 Labor Open 0.25 $10.00 May 15, 3:53 PM
WL-03228200 Labor Open 8 $830.00 May 15, 3:53 PM
WL-03228201 Labor Open 0.25 $10.00 May 15, 3:54 PM
WL-03228202 Labor Open 0.25 $10.00 May 15, 3:54 PM
WL-03228203 Labor Open 8 $830.00 May 15, 3:55 PM
WL-03228204 Labor Open 0.25 $10.00 May 15, 3:55 PM
WL-03228205 Labor Open 0.25 $10.00 May 15, 3:56 PM
WL-03228209 Labor Open 8 $830.00 May 15, 3:56 PM
WL-03228210 Labor Open 0.25 $10.00 May 15, 3:57 PM
WL-03229161 Labor Open 1.5 $60.00 May 16, 7:07 PM

Details