Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01352772 ↗ ServiceMax

PHILIPS HEALTHCARE • New Hire Training • PC

📍 Solomon Young Trunk Stock — 7496 South Franklins Way, Quinton VA, 23141

Feb 19, 2026 → Feb 22, 2026

✅ Completed
PC Per client agreement
Target: Feb 28, 2026
🕐 Clock stopped: Completed (Feb 22)
✓ SLA Met (6d early)
Dispatch 0.0d
Coordinators 2.0d
Field Work 0.4d
Billing 0.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
2.0 days
Field Work
0.4 days
Billing
0.0 days
Created: Feb 19, 2026 Due: Feb 28, 2026 Completed: Feb 22, 2026 (6 days early)
📅
2.0 days Total Age
⏱️
19.0d in Closed Longest Stage
🔄
7 transitions Status Changes
⚠️
18.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
8 lines Work Details
🚩
5 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚨
5 On-Site Visits
5 on-site visits — critical red flag: repeated failure to resolve
👤 Self-scheduled by Solomon Young — scheduling delays attributed to technician, not coordinators
Visit 1 Feb 16, 2026
Visit 2 Feb 17, 2026
Visit 3 Feb 18, 2026
Visit 4 Feb 19, 2026
Visit 5 Feb 20, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00570068
URGENT Philips WO Request
Closed
New Hire Training along with list of courses to be completed if the WO is for EMSAR University.
Priority
High
Origin
Email
Reason
New Case
Contact
N/A
Owner
Erin Martin
Created
Feb 19, 2026
Work Orders from this Case (1)
WO-01352772 (current) Invoiced
New Hire Training • Solomon Young
Created: Feb 19, 2026 • Closed: Feb 22, 2026
Completed with significant delays
Invoiced • 84 days old
🚨
Primary Delay 19.0 days stuck in "Closed"
⏱️
Total Delay 18.0 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.0d / 0.5d SLA
Scheduled
2.0d / 2.0d SLA
Tech On Site
0.4d / 1.0d SLA
Closed
19.3d / 1.0d SLA
Incomplete
0.0d
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
New Hire Training
🔍 Technician Findings
New Hire Training
⚠️ Problem Description
New Hire Training along with list of courses to be completed if the WO is for EMSAR University.
📞 Call Description
New hire training with Joe Hudson mm/dd/yy - mm/dd/yy

Timeline

📞
Case Linked Feb 19, 10:32 AM
Case Number: 00570068
Subject: URGENT Philips WO Request
Status: Closed
📋
▶
4 Work Order Created Feb 19, 11:09 AM
Work Order Created → Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Technician Assigned by Mandy Newman
Technician: a0hVU000007GuYTYA0, Solomon Young
👷
Status: Assigned by Mandy Newman
From: Entered, Assigned
To: Assigned, Scheduled
Duration in Previous: 1m, 0m
📅
Dispatch Scheduled by Mandy Newman
Scheduled For: 2026-02-16T13:00:00.000+0000
⏳ 2.0 business days
🔧
Status: Tech On Site by Solomon Young Feb 20, 1:01 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 1h
⏱️
▶
2 6x Labor Added Feb 20, 1:09 PM
6x Labor Added → Labor Added
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 1.5
⏱️
Labor Added Feb 20, 1:15 PM
Type: Labor
Status: Open
Qty: 6.5
✔️
Status: Completed by Solomon Young Feb 20, 4:22 PM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 3h 21m, 0m
⚠️
Status: Incomplete by Fady Messak Feb 21, 4:37 AM
From: Closed
To: Incomplete
Duration in Previous: 12h 14m
⏳ 0.0 business days
✔️
Status: Completed by Fady Messak Feb 22, 9:38 AM
From: Incomplete, Completed
To: Completed, Closed
Duration in Previous: 1d 5h, 0m
🚨 19.0 business days
📄
▶
3 Status: Ready to Bill Mar 19, 3:01 PM
Status: Ready to Bill → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Timothy Amburgey
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
🧾
Invoice Created
Invoice Number: SM-256979

Bottlenecks

Closed
Duration: 19.0 business days (threshold: 1.0 business days)
Exceeded by 18.0 business days

🔗 Related Artifacts

📞
Case 00570068
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
New Hire Training
Branch
ERLA - PROD
Technician
Solomon Young
Scheduled
Feb 16, 8:00 AM
Created
Feb 19, 11:09 AM
Invoice #
SM-256979

Work Details (8)

Name Type Status Qty Amount Date
WL-03113940 Labor Open 3.5 $0.00 Feb 20, 1:09 PM
WL-03113941 Labor Open 5 $0.00 Feb 20, 1:09 PM
WL-03113942 Labor Open 3.5 $0.00 Feb 20, 1:09 PM
WL-03113943 Labor Open 4.5 $0.00 Feb 20, 1:09 PM
WL-03113944 Labor Open 3.5 $0.00 Feb 20, 1:09 PM
WL-03113946 Labor Open 4 $0.00 Feb 20, 1:09 PM
WL-03113950 Labor Open 1.5 $0.00 Feb 20, 1:13 PM
WL-03113954 Labor Open 6.5 $0.00 Feb 20, 1:15 PM

Details