Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01351872 ↗ ServiceMax

PHILIPS HEALTHCARE • Repair • PC

📍 South Miami Hospital — 6200 SW 73rd St., Miami FL, 33143

Feb 16, 2026 → Mar 10, 2026

✅ Completed
PC Per client agreement
Target: Feb 25, 2026
🕐 Clock stopped: Completed (Mar 8)
⏸ 6d excluded (parts wait + holding)
✗ SLA Missed (4d late)
Dispatch 1.6d
Holding 5.0d (excluded)
Coordinators 9.9d
Field Work 2.0d
Billing 1.5d
✗ SLA Missed
Dispatch
1.6 days
Over SLA
Holding (excluded from total)
5.0 days
Coordinators
9.9 days
Over SLA
Field Work
2.0 days
Over SLA
Billing
1.5 days
Over SLA
Created: Feb 16, 2026 Due: Feb 25, 2026 Completed: Mar 10, 2026 (12 days late)
📅
16.6 days Total Age
⏱️
9.9d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
12.5d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00568752
URGENT Philips WO Request
Closed
CON1068177 unit screen is unresponsive, no further info provided.
Priority
High
Origin
Email
Reason
New Case
Contact
Saul Gordo
Owner
Kimberly Hardison
Created
Feb 16, 2026
Work Orders from this Case (1)
WO-01351872 (current) Invoiced
Repair • Raymond Ebanks
Created: Feb 16, 2026 • Closed: Mar 10, 2026
Completed with significant delays
Invoiced • 87 days old
🚨
Primary Delay 9.9 days stuck in "Scheduled"
⏱️
Total Delay 12.5 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
1.6d / 0.5d SLA
Ready for Release
5.0d
Assigned
0.0d / 0.5d SLA
Scheduled
9.9d / 2.0d SLA
Completed
2.0d / 1.0d SLA
Closed
3.0d / 1.0d SLA
07e-Partial Project
0.4d
Ready to Bill
1.5d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
02/23/2026 ALuman - dispatch to Raymond Ebanks to complete 2/27, email sent to Saul Gordo

02/18/2026 ALuman - called Saul Gordo (786) 527-7040 and received automated message that the user is not available and hangs up. Sent email to saulg@baptisthealth.net

🔧 Work Performed
Travel to site. Confirmed customers complaint. Left side of Touchscreen unresponsive. Performed touchscreen calibration. Left side still unresponsive. Replaced touchscreen & performed required tests. Device passed all tests & returned to service. Travel home.
🔍 Technician Findings
Repair
⚠️ Problem Description
CON1068177 unit screen is unresponsive, no further info provided.
📄 Description
V60 Ventilator
📞 Call Description
Repair - Contract

Timeline

📞
Case Linked Feb 16, 1:03 PM
Case Number: 00568752
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Feb 16, 1:52 PM
Work Order: WO-01351872
Type: Repair
Priority: PC
✅
Status: Ready for Release by Ashley Luman Feb 17, 10:15 AM
From: Entered
To: Ready for Release
Duration in Previous: 20h 23m
⚠️ 5.0 business days
👷
▶
4 Technician Assigned Feb 23, 11:42 AM
Technician Assigned → Status: Assigned → Status: Scheduled → Dispatch Scheduled
👷
Status: Assigned by Ashley Luman
From: Ready for Release
To: Assigned
Duration in Previous: 6d 1h
🗓️
Status: Scheduled by Ashley Luman
From: Assigned
To: Scheduled
Duration in Previous: 2m
📅
Dispatch Scheduled by Ashley Luman
Scheduled For: 2026-02-27T13:00:00.000+0000
⚠️ 5.0 business days
📅
Dispatch Scheduled by Ashley Luman Feb 27, 12:57 PM
Scheduled For: 2026-03-06T13:00:00.000+0000
⚠️ 6.0 business days
⏱️
▶
2 5x Labor Added Mar 7, 6:58 PM
5x Labor Added → Status: Completed
✔️
Status: Completed by Raymond Ebanks
From: Scheduled
To: Completed
Duration in Previous: 12d 7h
⏳ 2.0 business days
🏁
Status: Closed by Raymond Ebanks Mar 10, 10:44 AM
From: Completed
To: Closed
Duration in Previous: 2d 14h
⏳ 3.0 business days
⏱️
▶
2 Labor Added Mar 12, 12:38 PM
Labor Added → Status: 07e-Partial Project
📋
Status: 07e-Partial Project by Timothy Amburgey
From: Closed
To: 07e-Partial Project
Duration in Previous: 2d 1h
📄
Status: Ready to Bill by Timothy Amburgey Mar 12, 4:00 PM
From: 07e-Partial Project
To: Ready to Bill
Duration in Previous: 3h 18m
💰
Status: Invoiced by Josh Longway Mar 13, 4:01 AM
From: Ready to Bill
To: Invoiced
Duration in Previous: 12h 0m

Bottlenecks

Entered
Duration: 1.6 business days (threshold: 4.0 business hours)
Exceeded by 1.1 business days
Scheduled
Duration: 9.9 business days (threshold: 2.0 business days)
Exceeded by 7.9 business days
Completed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Ready to Bill
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 4.0 business hours

🔗 Related Artifacts

📞
Case 00568752
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Repair
Branch
ERLA - PROD
Technician
Raymond Ebanks
Scheduled
Mar 6, 8:00 AM
Created
Feb 16, 1:52 PM
Invoice #
N/A

Work Details (6)

Name Type Status Qty Amount Date
WL-03134937 Labor Open 2 $155.00 Mar 7, 6:58 PM
WL-03134938 Labor Open 2.5 $237.50 Mar 7, 6:58 PM
WL-03134939 Labor Open 1.5 $0.00 Mar 7, 6:58 PM
WL-03134940 Travel Open 60 $0.00 Mar 7, 6:58 PM
WL-03134941 Travel Open 60 $0.00 Mar 7, 6:58 PM
WL-03141363 Labor Open 0.016666666666667 $38.00 Mar 12, 12:38 PM

Details