Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01339987 ↗ ServiceMax

PHILIPS HEALTHCARE • Repair • PC

📍 New York Presbyterian Hospital — 3959 Broadway, New York NY, 10032

Jan 27, 2026 → Feb 17, 2026

✅ Completed
PC Per client agreement
Target: Feb 5, 2026
🕐 Clock stopped: Tech Off Site (Feb 18)
⏸ 1d excluded (parts wait + holding)
✗ SLA Missed (11d late)
Dispatch 0.2d
Holding 3.0d (excluded)
Coordinators 15.1d
Field Work 0.0d
Billing 1.3d
✗ SLA Missed
Dispatch
0.2 days
Holding (excluded from total)
3.0 days
Coordinators
15.1 days
Over SLA
Field Work
0.0 days
Billing
1.3 days
Over SLA
Created: Jan 27, 2026 Due: Feb 5, 2026 Completed: Feb 18, 2026 (12 days late)
📅
16.3 days Total Age
⏱️
9.0d in Assigned Longest Stage
🔄
10 transitions Status Changes
⚠️
13.1d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

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🎫
Case #00562327
URGENT Philips WO Request
Closed
location address Broadway Chn 2-253 3959 New York, NY 10032-1559 US touchscreen malfunction- unable to re-calibrate screen
Priority
High
Origin
Email
Reason
New Case
Contact
Reynard Jordan
Owner
Erin Martin
Created
Jan 27, 2026
Work Orders from this Case (1)
WO-01339987 (current) Invoiced
Repair • Israel Martell
Created: Jan 27, 2026 • Closed: Feb 17, 2026
Completed with significant delays
Invoiced • 107 days old
🚨
Primary Delay 9.0 days stuck in "Assigned"
⏱️
Total Delay 13.1 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.2d / 0.5d SLA
Ready for Release
3.0d
Assigned
9.0d / 0.5d SLA
Scheduled
6.1d / 2.0d SLA
Tech On Site
0.0d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.0d / 1.0d SLA
07e-Partial Project
0.9d
Ready to Bill
1.3d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

02/10/2026 RArnold - Victor confirmed device is at warehouse. Dispatching to Alberto for next week

02/10/2026 RArnold -Emailed Victor to get update on device

02/05/2026 RArnold - Reynard confirmed this is being sent to the warehouse. Emailed Victor asking to let me know when it has arrived.


02/02/2026 RArnold - Emailed Reynard to see if device is being moved to the warehouse


01/27/2026 RArnold -Emailed Reynard to see if device is being moved to the warehouse

🔧 Work Performed
2/17/2026 - IM - Replaced Touch screen assembly, calibrated screen and screen is recognizing touches. Device passed all T&V tests.
🔍 Technician Findings
2/17/2026 - IM - Replaced Touch screen assembly, calibrated screen and screen is recognizing touches. Device passed all T&V tests.
⚠️ Problem Description
location address Broadway Chn 2-253 3959 New York, NY 10032-1559 US touchscreen malfunction- unable to re-calibrate screen
📄 Description
V60 Ventilator
📞 Call Description
Repair - Contract

Timeline

📞
Case Linked Jan 27, 8:33 AM
Case Number: 00562327
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Jan 27, 8:50 AM
Work Order: WO-01339987
Type: Repair
Priority: PC
✅
Status: Ready for Release by Rebecca Arnold Jan 27, 10:36 AM
From: Entered
To: Ready for Release
Duration in Previous: 1h 45m
⏳ 3.0 business days
👷
▶
2 Technician Assigned Jan 29, 9:28 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Rebecca Arnold
From: Ready for Release
To: Assigned
Duration in Previous: 1d 22h
⚠️ 9.0 business days
📅
▶
2 Dispatch Scheduled Feb 10, 4:38 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Rebecca Arnold
From: Assigned
To: Scheduled
Duration in Previous: 12d 7h
⚠️ 5.9 business days
🆕
▶
3 Status: Entered Feb 17, 3:00 PM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Rebecca Arnold
Technician: a0h8Y00000HS2g8QAD, Israel Martell
📅
Dispatch Scheduled by Rebecca Arnold
Scheduled For: 2026-02-17T13:00:00.000+0000
🔧
▶
2 Status: Tech On Site Feb 17, 9:18 PM
Status: Tech On Site → 2x Labor Added
⏱️
2x Labor Added
Type: Labor
Status: Open
Qty: 2.5, 1.5
🚗
▶
2 Status: Tech Off Site Feb 17, 9:26 PM
Status: Tech Off Site → Status: Closed
🏁
Status: Closed by Israel Martell
From: Completed
To: Closed
Duration in Previous: 1m
⏳ 2.3 business days
⏱️
Labor Added Feb 19, 9:18 AM
Type: Labor
Status: Open
Qty: 0.016666666666667
📋
Status: 07e-Partial Project by Timothy Amburgey Feb 19, 9:27 AM
From: Closed
To: 07e-Partial Project
Duration in Previous: 1d 11h
📄
Status: Ready to Bill by Timothy Amburgey Feb 19, 4:32 PM
From: 07e-Partial Project
To: Ready to Bill
Duration in Previous: 7h 5m
💰
Status: Invoiced by Josh Longway Feb 20, 4:00 AM
From: Ready to Bill
To: Invoiced
Duration in Previous: 11h 28m

Bottlenecks

Assigned
Duration: 9.0 business days (threshold: 4.0 business hours)
Exceeded by 8.5 business days
Scheduled
Duration: 5.3 business days (threshold: 2.0 business days)
Exceeded by 3.3 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.5 business hours

🔗 Related Artifacts

📞
Case 00562327
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Repair
Branch
ERLA - PROD
Technician
Israel Martell
Scheduled
Feb 17, 8:00 AM
Created
Jan 27, 8:50 AM
Invoice #
N/A

Work Details (3)

Name Type Status Qty Amount Date
WL-03109625 Labor Open 2.5 $237.50 Feb 17, 9:21 PM
WL-03109626 Labor Open 1.5 $155.00 Feb 17, 9:21 PM
WL-03111690 Labor Open 0.016666666666667 $38.00 Feb 19, 9:18 AM

Details