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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01352384 ↗ ServiceMax

PHILIPS HEALTHCARE • Repair • PC

📍 Hudson Valley Hospital Center — 1980 Crompond Rd, Cortlandt Manor NY, 10567

Feb 17, 2026 → Feb 26, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Feb 26, 2026
✗ SLA Missed (1 biz days late)
Active: 8 biz days
🕐 Clock stopped: Tech Off Site (Feb 27, 2026)
▶ Clock Running
Status: Created
Feb 17 → Feb 17, 2026
0 business days (counted)
Running total: 0 of ? biz days used
⏸ Clock Paused
Status: Ready for Release
Feb 17 → Feb 17, 2026
0 business days (not counted)
7d
▶ Clock Running
Status: Scheduled
Feb 17 → Feb 26, 2026
7 business days (counted)
Running total: 7 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 26 → Feb 27, 2026
1 business day (counted)
Running total: 8 of ? biz days used
Created: Feb 17, 2026 Tech Off Site: Feb 27, 2026
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Feb 17 → Feb 17 Created ▶ Running 0 0
Feb 17 → Feb 17 Ready for Release ⏸ Paused 0 —
Feb 17 → Feb 26 Scheduled ▶ Running 7 7
Feb 26 → Feb 27 Tech On Site ▶ Running 1 8
Dispatch 0.3d
Coordinators 7.3d
Field Work 0.9d
Billing 1.3d
✗ SLA Missed
Dispatch
0.3 days
Coordinators
7.3 days
Over SLA
Field Work
0.9 days
Billing
1.3 days
Over SLA
Created: Feb 17, 2026 Due: Feb 26, 2026 Completed: Feb 27, 2026 (on time)
📅
8.0 days Total Age
⏱️
7.3d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
7.6d 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

Open in Salesforce →
🎫
Case #00569258
URGENT Philips WO Request
Closed
not working DO NOT ORDER PART- recommended part PCBA, switch (UI) 453561512601
Priority
High
Origin
Email
Reason
New Case
Contact
Joesph Pottayil
Owner
Kimberly Hardison
Created
Feb 17, 2026
Work Orders from this Case (1)
WO-01352384 (current) Invoiced
Repair • Israel Martell
Created: Feb 17, 2026 • Closed: Feb 26, 2026
Completed with minor delays
Invoiced • 177 days old
🚨
Primary Delay 7.3 days stuck in "Scheduled"
⏱️
Total Delay 7.6 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.3d / 0.5d SLA
Scheduled
7.3d / 2.0d SLA
Tech On Site
0.8d / 1.0d SLA
Tech Off Site
0.0d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
3.0d / 1.0d SLA
07e-Partial Project
3.0d
Ready to Bill
1.3d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

02/23/2026 RArnold- Updated to 02/27 due to weather delay and parts delay

02/17/2026 RArnold - Sent Joseph and email letting him know we will have Israel order parts and once they arrive he will go onsite.

🔧 Work Performed
2/26/2026 - IM - Corrective Maintenance
🔍 Technician Findings
2/26/2026 - IM - Corrective Maintenance
⚠️ Problem Description
not working DO NOT ORDER PART- recommended part PCBA, switch (UI) 453561512601
📄 Description
V60 Ventilator
📞 Call Description
Repair - Contract

Timeline

📞
Case Linked Feb 17, 1:05 PM
Case Number: 00569258
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Feb 17, 1:53 PM
Work Order: WO-01352384
Type: Repair
Priority: PC
✅
▶
3 Status: Ready for Release Feb 17, 4:19 PM
Status: Ready for Release → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Rebecca Arnold
Technician: Israel Martell
📅
Dispatch Scheduled by Rebecca Arnold
Scheduled For: 2026-02-20T13:00:00.000+0000
📅
Dispatch Scheduled by Rebecca Arnold Feb 18, 2:46 PM
Scheduled For: 2026-02-23T13:00:00.000+0000
⏳ 4.0 business days
📅
Dispatch Scheduled by Rebecca Arnold Feb 23, 5:02 PM
Scheduled For: 2026-02-27T13:00:00.000+0000
⏳ 2.9 business days
📅
Dispatch Scheduled by Rebecca Arnold Feb 25, 5:03 PM
Scheduled For: 2026-02-26T13:00:00.000+0000
🔧
Status: Tech On Site by Israel Martell Feb 26, 3:17 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 8d 22h
🚗
▶
2 Status: Tech Off Site Feb 26, 9:58 PM
Status: Tech Off Site → 2x Labor Added
⏱️
2x Labor Added
Type: Labor
Status: Open
Qty: 2, 1.5
✔️
▶
2 Status: Completed Feb 26, 10:08 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Israel Martell
From: Completed
To: Closed
Duration in Previous: 2m
⏳ 3.2 business days
⏱️
▶
2 Labor Added Mar 3, 9:05 AM
Labor Added → Status: 07e-Partial Project
📋
Status: 07e-Partial Project by Timothy Amburgey
From: Closed
To: 07e-Partial Project
Duration in Previous: 4d 10h
⏳ 3.0 business days
📄
Status: Ready to Bill by Timothy Amburgey Mar 5, 4:36 PM
From: 07e-Partial Project
To: Ready to Bill
Duration in Previous: 2d 7h
💰
Status: Invoiced by Josh Longway Mar 6, 4:00 AM
From: Ready to Bill
To: Invoiced
Duration in Previous: 11h 23m

Bottlenecks

Scheduled
Duration: 7.3 business days (threshold: 2.0 business days)
Exceeded by 5.3 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Ready to Bill
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.4 business hours

🔗 Related Artifacts

📞
Case 00569258
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Repair
Branch
ERLA - PROD
Technician
Israel Martell
Scheduled
Feb 26, 8:00 AM
Created
Feb 17, 1:53 PM
Invoice #
N/A

Work Details (3)

Name Type Status Qty Amount Date
WL-03122389 Labor Open 2 $190.00 Feb 26, 10:00 PM
WL-03122390 Labor Open 1.5 $155.00 Feb 26, 10:00 PM
WL-03127486 Labor Open 0.016666666666667 $38.00 Mar 3, 9:05 AM

Details