Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01341331 ↗ ServiceMax

PHILIPS HEALTHCARE • Repair • PC

📍 NYP - Columbia University Medical Center — 630 W 168th St, New York NY, 10032

Feb 2, 2026 → Mar 18, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Feb 11, 2026
✗ SLA Missed (19 biz days late)
Active: 26 biz days
Paused: 6 biz days
🕐 Clock stopped: Completed (Mar 19, 2026)
▶ Clock Running
Status: Created
Feb 2 → Feb 2, 2026
0 business days (counted)
Running total: 0 of ? biz days used
⏸6d
⏸ Clock Paused
Status: Ready for Release
Feb 2 → Feb 10, 2026
6 business days (not counted)
7d
▶ Clock Running
Status: Scheduled
Feb 10 → Feb 20, 2026
7 business days (counted)
Running total: 7 of ? biz days used
▶ Clock Running
Status: Entered
Feb 20 → Feb 20, 2026
0 business days (counted)
Running total: 7 of ? biz days used
4d
▶ Clock Running
Status: Scheduled
Feb 20 → Feb 26, 2026
4 business days (counted)
Running total: 11 of ? biz days used
▶ Clock Running
Status: Entered
Feb 26 → Feb 26, 2026
0 business days (counted)
Running total: 11 of ? biz days used
8d
▶ Clock Running
Status: Scheduled
Feb 26 → Mar 10, 2026
8 business days (counted)
Running total: 19 of ? biz days used
▶ Clock Running
Status: Entered
Mar 10 → Mar 10, 2026
0 business days (counted)
Running total: 19 of ? biz days used
7d
▶ Clock Running
Status: Scheduled
Mar 10 → Mar 19, 2026
7 business days (counted)
Running total: 26 of ? biz days used
Created: Feb 2, 2026 Completed: Mar 19, 2026
Show SLA Clock Detail (9 periods)
Period Status Clock Biz Days Running Total
Feb 2 → Feb 2 Created ▶ Running 0 0
Feb 2 → Feb 10 Ready for Release ⏸ Paused 6 —
Feb 10 → Feb 20 Scheduled ▶ Running 7 7
Feb 20 → Feb 20 Entered ▶ Running 0 7
Feb 20 → Feb 26 Scheduled ▶ Running 4 11
Feb 26 → Feb 26 Entered ▶ Running 0 11
Feb 26 → Mar 10 Scheduled ▶ Running 8 19
Mar 10 → Mar 10 Entered ▶ Running 0 19
Mar 10 → Mar 19 Scheduled ▶ Running 7 26
Dispatch 0.4d
Holding 6.4d (excluded)
Coordinators 27.7d
Field Work 0.0d
Billing 1.4d
✗ SLA Missed
Dispatch
0.4 days
Holding (excluded from total)
6.4 days
Coordinators
27.7 days
Over SLA
Field Work
0.0 days
Billing
1.4 days
Over SLA
Created: Feb 2, 2026 Due: Feb 11, 2026 Completed: Mar 19, 2026 (35 days late)
📅
31.9 days Total Age
⏱️
8.4d in Scheduled Longest Stage
🔄
12 transitions Status Changes
⚠️
20.1d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00564325
URGENT Philips WO Request. Waiting for active SMC
Closed
Cracked case
Priority
High
Origin
Email
Reason
New Case
Contact
Reynard Jordan
Owner
Kimberly Hardison
Created
Feb 2, 2026
Work Orders from this Case (1)
WO-01341331 (current) Invoiced
Repair • Alberto Galan
Created: Feb 2, 2026 • Closed: Mar 18, 2026
Completed with significant delays
Invoiced • 195 days old
🚨
Primary Delay 8.4 days stuck in "Scheduled"
⏱️
Total Delay 20.1 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.4d / 0.5d SLA
Ready for Release
6.4d
Scheduled
27.7d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA
07e-Partial Project
0.4d
Ready to Bill
1.4d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

03/10/2026 RArnold - Reassigning back to Alberto

03/09/2026 RArnold - 03092026_BOUPDATE_  No ETA on BO Part

03/02/2026 RArnold - 03022026_BOUPDATE_  No ETA on BO part


02/26/2026 RArnold - Updated to Fady K for 03/05


02/23/2026 RArnold - 02232026_BOUPDATE_  No ETA on BO part


02/20/2026 RArnold - Reassigned to Israel Per Alberto


02/18/2026 RArnold - 02162026_BOUPDATE_  Nav ring on BO, no ETA


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

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

🔧 Work Performed
Incident: Repair
🔍 Technician Findings
N/A
⚠️ Problem Description
Cracked case
📄 Description
V60 Ventilator
📞 Call Description
Repair - Contract

Timeline

📞
Case Linked Feb 2, 11:13 AM
Case Number: 00564325
Subject: URGENT Philips WO Request. Waiting for active SMC
Status: Closed
📋
Work Order Created Feb 2, 12:15 PM
Work Order: WO-01341331
Type: Repair
Priority: PC
✅
Status: Ready for Release by Rebecca Arnold Feb 2, 3:36 PM
From: Entered
To: Ready for Release
Duration in Previous: 3h 21m
⚠️ 7.0 business days
📅
▶
3 Dispatch Scheduled Feb 10, 4:59 PM
Dispatch Scheduled → Technician Assigned → Status: Scheduled
👷
Technician Assigned by Rebecca Arnold
Technician: Alberto Galan
🗓️
Status: Scheduled by Rebecca Arnold
From: Ready for Release
To: Scheduled
Duration in Previous: 8d 1h
⏳ 4.9 business days
📅
Dispatch Scheduled by Rebecca Arnold Feb 17, 4:14 PM
Scheduled For: 2026-02-20T13:00:00.000+0000
⏳ 4.0 business days
🆕
▶
4 Status: Entered Feb 20, 8:32 AM
Status: Entered → Technician Assigned → Dispatch Scheduled → Status: Scheduled
👷
Technician Assigned by Rebecca Arnold
Technician: Israel Martell
📅
Dispatch Scheduled by Rebecca Arnold
Scheduled For: 2026-02-24T13:00:00.000+0000
🗓️
Status: Scheduled by Rebecca Arnold
From: Entered
To: Scheduled
Duration in Previous: 2m
⚠️ 5.0 business days
🆕
▶
4 Status: Entered Feb 26, 4:05 PM
Status: Entered → Technician Assigned → Dispatch Scheduled → Status: Scheduled
👷
Technician Assigned by Rebecca Arnold
Technician: Fady Khouzam
📅
Dispatch Scheduled by Rebecca Arnold
Scheduled For: 2026-03-05T13:00:00.000+0000
🗓️
Status: Scheduled by Rebecca Arnold
From: Entered
To: Scheduled
Duration in Previous: 1m
⚠️ 8.9 business days
🆕
▶
3 Status: Entered Mar 10, 8:28 AM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Rebecca Arnold
Technician: a0h6e00000II9QOAA1, Alberto Galan
📅
Dispatch Scheduled by Rebecca Arnold
Scheduled For: 2026-03-13T12:00:00.000+0000
⚠️ 6.0 business days
📅
Dispatch Scheduled by Rebecca Arnold Mar 17, 12:30 PM
Scheduled For: 2026-03-20T12:00:00.000+0000
⏳ 2.0 business days
⏱️
▶
2 2x Labor Added Mar 18, 8:45 PM
2x Labor Added → Status: Completed
✔️
Status: Completed by Alberto Galan
From: Scheduled
To: Completed
Duration in Previous: 8d 12h
🏁
Status: Closed by Alberto Galan Mar 18, 8:51 PM
From: Completed
To: Closed
Duration in Previous: 5m
⏱️
Labor Added Mar 19, 1:20 PM
Type: Labor
Status: Open
Qty: 0.016666666666667
📋
Status: 07e-Partial Project by Timothy Amburgey Mar 19, 1:26 PM
From: Closed
To: 07e-Partial Project
Duration in Previous: 16h 35m
📄
Status: Ready to Bill by Timothy Amburgey Mar 19, 4:30 PM
From: 07e-Partial Project
To: Ready to Bill
Duration in Previous: 3h 4m
💰
Status: Invoiced by Josh Longway Mar 20, 4:00 AM
From: Ready to Bill
To: Invoiced
Duration in Previous: 11h 30m

Bottlenecks

Scheduled
Duration: 7.3 business days (threshold: 2.0 business days)
Exceeded by 5.3 business days
Scheduled
Duration: 5.0 business days (threshold: 2.0 business days)
Exceeded by 3.0 business days
Scheduled
Duration: 8.4 business days (threshold: 2.0 business days)
Exceeded by 6.4 business days
Scheduled
Duration: 7.1 business days (threshold: 2.0 business days)
Exceeded by 5.1 business days
Ready to Bill
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.5 business hours

🔗 Related Artifacts

📞
Case 00564325
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Repair
Branch
ERLA - PROD
Technician
Alberto Galan
Scheduled
Mar 20, 8:00 AM
Created
Feb 2, 12:15 PM
Invoice #
N/A

Work Details (3)

Name Type Status Qty Amount Date
WL-03150291 Labor Open 0.5 $47.50 Mar 18, 8:45 PM
WL-03150292 Labor Open 0.016666666666667 $155.00 Mar 18, 8:45 PM
WL-03151292 Labor Open 0.016666666666667 $38.00 Mar 19, 1:20 PM

Details