Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01202049 ↗ ServiceMax

PHILIPS HEALTHCARE • Preventive Maintenance • PC

📍 Grand View Hospital — 700 Lawn Ave, Sellersville PA, 18960

Sep 24, 2024 → Dec 12, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Dec 14, 2025
✗ SLA Missed
Active: 171 biz days
Paused: 132 biz days
🕐 Clock stopped: Completed (Dec 15, 2025)
▶ Clock Running
Status: Created
Sep 24 → Sep 24, 2024
0 business days (counted)
Running total: 0 of ? biz days used
166d
▶ Clock Running
Status: Ready for Scheduling
Sep 24 → May 27, 2025
166 business days (counted)
Running total: 166 of ? biz days used
⏸132d
⏸ Clock Paused
Status: Ready for Release
May 27 → Dec 8, 2025
132 business days (not counted)
▶ Clock Running
Status: Assigned
Dec 8 → Dec 8, 2025
0 business days (counted)
Running total: 166 of ? biz days used
▶ Clock Running
Status: Scheduled
Dec 8 → Dec 15, 2025
5 business days (counted)
Running total: 171 of ? biz days used
Created: Sep 24, 2024 Completed: Dec 15, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Sep 24 → Sep 24 Created ▶ Running 0 0
Sep 24 → May 27 Ready for Scheduling ▶ Running 166 166
May 27 → Dec 8 Ready for Release ⏸ Paused 132 —
Dec 8 → Dec 8 Assigned ▶ Running 0 166
Dec 8 → Dec 15 Scheduled ▶ Running 5 171
Dispatch 0.9d
Holding 132.5d (excluded)
Coordinators 172.6d
Field Work 0.0d
Billing 5.0d
✗ SLA Missed
Dispatch
0.9 days
Over SLA
Holding (excluded from total)
132.5 days
Coordinators
172.6 days
Over SLA
Field Work
0.0 days
Billing
5.0 days
Over SLA
Created: Sep 24, 2024 Due: Dec 14, 2025 Completed: Dec 12, 2025 (2 days early)
📅
303.0 days Total Age
⏱️
167.0d in Ready for Scheduling Longest Stage
🔄
7 transitions Status Changes
⚠️
174.0d 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 #00551002
New
Priority
High
Origin
Phone
Reason
New Case
Contact
N/A
Owner
Rich Fosbury
Created
Dec 11, 2025
Work Orders from this Case (1)
WO-01202049 (current) Invoiced
Preventive Maintenance • Fady Messak
Created: Sep 24, 2024 • Closed: Dec 12, 2025
Completed with significant delays
Invoiced • 527 days old
🚨
Primary Delay 167.0 days stuck in "Ready for Scheduling"
⏱️
Total Delay 174.0 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.9d / 0.5d SLA
Ready for Scheduling
167.0d / 1.0d SLA
Ready for Release
132.5d
Scheduled
5.6d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
0.1d / 1.0d SLA
Ready to Bill
5.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
FMessak- 12-12-2025- cusotmer decline service despite multiples attempts , closing with EL- no travel

12/02/2025 RFosbury no response. Mgmt reached out and will close the case.

11/17/2025 RFosbury LVM for Biomed again. Trying FU email to Kris Heckmann at @kheckmann@gvh.org

11/12/2025 RFosbury LVM for Biomed at 215-453-4000 sending FU email to krs.heckmann@sluhn.org

11/07/2025 RFosbury - called Darb Freeman and was suggested to email krs.heckmann@sluhn.org, sent FU email krs.heckmann@sluhn.org


11/07/2025 RFosbury - Spoke with Margaret at 1215434185 and was giving Darb's (in Biomed) direct number 2154534884

10/23/2025 RFosbury sent F/U email to Biomed <Biomed@gvh.org> proposing Jason Yenser Nov 26th starting at 8 AM.

10/13/2025 - RFosbury send F/U email to Biomed <Biomed@gvh.org> proposing Jason Yenser Nov 26th starting at 8 AM.

09/29/2025 - RFosbury sent F/u email to Biomed <Biomed@gvh.org>

09/19/2025 RFosbury Called Margaret at 12154534185 and was transferred to  Darb in Biomed. Left VM and sent F/u email to Biomed <Biomed@gvh.org>

09/10/2025 Cever called 2154534185 and lvm sending email to Stansfield, Margaret A <mstansfield@gvh.org>

08/26/2025 Cever sent email to Stansfield, Margaret A <mstansfield@gvh.org> advised we understand it is hard to predict if the devices will be in use looking for Nov 24th as tentative

08/22/2025 Rbailey - Called 215.453.4185 Peggy Stanfield. Left VM looking for CB about scheduling devices or for her to reply to the email sent by Cristina


08/13/2025 Cever sent email to Stansfield, Margaret A <mstansfield@gvh.org> with date options

08/05/2025 Cever sent email to Stansfield, Margaret A <mstansfield@gvh.org> with date options

🔧 Work Performed
cusotmer decline service despite multiples attempts , closing with EL. we only charging for one IPs to capture the time spent.
⚠️ Problem Description
Annual PM 2025
📄 Description
V60 Ventilator
📞 Call Description
PM - Contract - BG Required PM

Timeline

📋
Work Order Created Sep 24, 12:12 AM
Work Order: WO-01202049
Type: Preventive Maintenance
Priority: PC
📅
Status: Ready for Scheduling by Mandy Newman Sep 24, 7:42 AM
From: Entered
To: Ready for Scheduling
Duration in Previous: 7h 29m
🚨 167.0 business days
✅
Status: Ready for Release by Mandy Newman May 27, 4:08 PM
From: Ready for Scheduling
To: Ready for Release
Duration in Previous: 245d 8h
🚨 133.0 business days
👷
▶
3 Technician Assigned Dec 8, 2:17 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Mandy Newman
From: Ready for Release, Assigned
To: Assigned, Scheduled
Duration in Previous: 194d 23h, 0m
📅
Dispatch Scheduled by Mandy Newman
Scheduled For: 2025-12-08T13:00:00.000+0000
⏳ 4.0 business days
📞
Case Linked Dec 11, 12:38 PM
Case Number: 00551002
Subject:
Status: New
⏳ 3.0 business days
⏱️
▶
3 Labor Added Dec 15, 7:54 AM
Labor Added → Status: Completed → Status: Closed
✔️
Status: Completed by Fady Messak
From: Scheduled
To: Completed
Duration in Previous: 6d 17h
🏁
Status: Closed by Fady Messak
From: Completed
To: Closed
Duration in Previous: 3m
⏱️
▶
2 Labor Added Dec 15, 8:23 AM
Labor Added → Status: Ready to Bill
📄
Status: Ready to Bill by Timothy Amburgey
From: Closed
To: Ready to Bill
Duration in Previous: 25m
⏳ 4.5 business days
💰
Status: Invoiced by Josh Longway Dec 19, 4:00 AM
From: Ready to Bill
To: Invoiced
Duration in Previous: 3d 19h

Bottlenecks

Entered
Duration: 7.5 business hours (threshold: 4.0 business hours)
Exceeded by 3.5 business hours
Ready for Scheduling
Duration: 167.0 business days (threshold: 1.0 business days)
Exceeded by 166.0 business days
Scheduled
Duration: 5.6 business days (threshold: 2.0 business days)
Exceeded by 3.6 business days
Ready to Bill
Duration: 5.0 business days (threshold: 1.0 business days)
Exceeded by 4.0 business days

🔗 Related Artifacts

📞
Case 00551002
New

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
ERLA - PROD
Technician
Fady Messak
Scheduled
Dec 8, 8:00 AM
Created
Sep 24, 12:12 AM
Invoice #
N/A

Work Details (2)

Name Type Status Qty Amount Date
WL-03037632 Labor Open 2 $150.00 Dec 15, 7:54 AM
WL-03037641 Labor Open 0.016666666666667 $38.00 Dec 15, 8:23 AM

Details