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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01351060 ↗ ServiceMax

PHILIPS HEALTHCARE • Repair • PC

📍 CentraState Healthcare System — 901 W Main St, Freehold NJ, 07728

Feb 11, 2026 → Apr 9, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Feb 25, 2026
✗ SLA Missed (31 biz days late)
Active: 40 biz days
🕐 Clock stopped: Completed (Apr 9, 2026)
▶ Clock Running
Status: Created
Feb 11 → Feb 11, 2026
0 business days (counted)
Running total: 0 of ? biz days used
4d
▶ Clock Running
Status: Assigned
Feb 11 → Feb 18, 2026
4 business days (counted)
Running total: 4 of ? biz days used
12d
▶ Clock Running
Status: Ready for Scheduling
Feb 18 → Mar 6, 2026
12 business days (counted)
Running total: 16 of ? biz days used
21d
▶ Clock Running
Status: Assigned
Mar 6 → Apr 6, 2026
21 business days (counted)
Running total: 37 of ? biz days used
▶ Clock Running
Status: Scheduled
Apr 6 → Apr 9, 2026
3 business days (counted)
Running total: 40 of ? biz days used
Created: Feb 11, 2026 Completed: Apr 9, 2026
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Feb 11 → Feb 11 Created ▶ Running 0 0
Feb 11 → Feb 18 Assigned ▶ Running 4 4
Feb 18 → Mar 6 Ready for Scheduling ▶ Running 12 16
Mar 6 → Apr 6 Assigned ▶ Running 21 37
Apr 6 → Apr 9 Scheduled ▶ Running 3 40
Dispatch 0.4d
Coordinators 42.9d
Billing 1.6d
✗ SLA Missed
Dispatch
0.4 days
Coordinators
42.9 days
Over SLA
Billing
1.6 days
Over SLA
Created: Feb 11, 2026 Due: Feb 25, 2026 Completed: Apr 9, 2026 (42 days late)
📅
41.0 days Total Age
⏱️
21.7d in Assigned Longest Stage
🔄
8 transitions Status Changes
⚠️
39.5d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
2 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00567373
URGENT Philips WO Request
Closed
cracked top cover and front and rear bezel, requesting replacement. also needs a new battery
Priority
High
Origin
Email
Reason
New Case
Contact
Matt McKee
Owner
Erin Martin
Created
Feb 11, 2026
Work Orders from this Case (1)
WO-01351060 (current) Invoiced
Repair • Alberto Galan
Created: Feb 11, 2026 • Closed: Apr 9, 2026
Completed with significant delays
Invoiced • 184 days old
🚨
Primary Delay 21.7 days stuck in "Assigned"
⏱️
Total Delay 39.5 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
Assigned
26.4d / 0.5d SLA
Ready for Scheduling
12.6d / 1.0d SLA
Scheduled
4.0d / 2.0d SLA
Closed
1.0d / 1.0d SLA
07e-Partial Project
5.0d
Ready to Bill
1.6d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

04/06/2026 DMalloy - Dispatched to Alberto to complete on this week Friday.  


04/06/2026 DMalloy - FOM Fady sent email to have the work order have the work order released to EMSAR for the parts order to be placed and shipped. 


04/02/2026 DMalloy - Per Fady - Alberto to be onsite for this on next week Friday 4/10/2026


03/30/2026 DMalloy - Recieved a response from POC Matt regarding the quote and PO for the repairs.. Planning to be onsite on next week,,,


03/24/2026 DMalloy - Fady Sent an email with an updated quote 


03/17/2026 RArnold - Fady received photos of device from customer. He is generating the quote and will send it to customer for review

03/16/2026 RArnold - Called (908) 433-9973 for Matt. Left a message letting him know we still need a PO for this repair before we can moe forward. Sending email. 


03/09/2026 SRobinson- Fady working with the customer for PO.

03/06/2026 RArnold - Fady reached out to customer and left a message

03/02/2026 SRobinson- Called Matt McKee, (908) 433-9973. Spoke with Matt and confirmed all information. Matt will look for the email with the quote and get the quote accepted. 

02/18/2026 RFosbury LVM for Matt McKee and sent email. Letting him know we received the repair and it is pending entitlement.

02/16/2026 RArnold - PWO pending entitlement

02/11/2026 RFosbury pending entitlement. Assigning to Rick C

🔧 Work Performed
Incident: Repair
🔍 Technician Findings
N/A
⚠️ Problem Description
cracked top cover and front and rear bezel, requesting replacement. also needs a new battery
📄 Description
V60 Ventilator
📞 Call Description
Repair - Trade

Timeline

📞
Case Linked Feb 11, 9:48 AM
Case Number: 00567373
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Feb 11, 10:43 AM
Work Order: WO-01351060
Type: Repair
Priority: PC
👷
▶
2 Technician Assigned Feb 11, 1:35 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Rich Fosbury
From: Entered
To: Assigned
Duration in Previous: 2h 52m
⚠️ 5.0 business days
📅
Status: Ready for Scheduling by Rich Fosbury Feb 18, 2:33 PM
From: Assigned
To: Ready for Scheduling
Duration in Previous: 7d 0h
🚨 13.0 business days
👷
▶
2 Technician Assigned Mar 6, 1:33 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Rebecca Arnold
From: Ready for Scheduling
To: Assigned
Duration in Previous: 15d 23h
🚨 22.0 business days
🗓️
▶
3 Status: Scheduled Apr 6, 11:58 AM
Status: Scheduled → Dispatch Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Deon Malloy
Scheduled For: 2026-04-10T04:00:00.000+0000, 2026-04-10T00:00:00.000+0000
📅
Dispatch Scheduled by Deon Malloy
Scheduled For: 2026-04-10T12:00:00.000+0000
⏳ 4.0 business days
📅
Dispatch Scheduled by Deon Malloy Apr 9, 11:31 AM
Scheduled For: 2026-04-09T12:00:00.000+0000
⏱️
▶
2 2x Labor Added Apr 9, 7:46 PM
2x Labor Added → Status: Completed
✔️
Status: Completed by Alberto Galan
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 3d 7h, 0m
📋
Status: 07e-Partial Project by Timothy Amburgey Apr 10, 9:24 AM
From: Closed
To: 07e-Partial Project
Duration in Previous: 13h 37m
⚠️ 5.0 business days
📄
Status: Ready to Bill by Timothy Amburgey Apr 16, 3:28 PM
From: 07e-Partial Project
To: Ready to Bill
Duration in Previous: 6d 6h
💰
Status: Invoiced by Josh Longway Apr 17, 4:01 AM
From: Ready to Bill
To: Invoiced
Duration in Previous: 12h 33m

Bottlenecks

Assigned
Duration: 4.7 business days (threshold: 4.0 business hours)
Exceeded by 4.2 business days
Ready for Scheduling
Duration: 12.6 business days (threshold: 1.0 business days)
Exceeded by 11.6 business days
Assigned
Duration: 21.7 business days (threshold: 4.0 business hours)
Exceeded by 21.2 business days
Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Closed
Duration: 1.0 business days (threshold: 1.0 business days)
Exceeded by 0.2 business hours
Ready to Bill
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 4.5 business hours

🔗 Related Artifacts

📞
Case 00567373
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Repair
Branch
ERLA - PROD
Technician
Alberto Galan
Scheduled
Apr 9, 8:00 AM
Created
Feb 11, 10:43 AM
Invoice #
N/A

Work Details (2)

Name Type Status Qty Amount Date
WL-03180579 Labor Open 2 $190.00 Apr 9, 7:46 PM
WL-03180580 Labor Open 1 $0.00 Apr 9, 7:46 PM

Details