Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01215018 ↗ ServiceMax

PHILIPS HEALTHCARE • Preventive Maintenance • PC

📍 UMASS Memorial Health Care — 119 Belmont St, Worcester MA, 01605

Nov 7, 2024 → Oct 1, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Nov 30, 2025
✓ SLA Met (38 biz days early)
Active: 190 biz days
Paused: 33 biz days
🕐 Clock stopped: Tech Off Site (Oct 1, 2025)
▶ Clock Running
Status: Created
Nov 7 → Nov 7, 2024
0 business days (counted)
Running total: 0 of ? biz days used
135d
▶ Clock Running
Status: Ready for Scheduling
Nov 7 → May 27, 2025
135 business days (counted)
Running total: 135 of ? biz days used
⏸33d
⏸ Clock Paused
Status: Ready for Release
May 27 → Jul 15, 2025
33 business days (not counted)
▶ Clock Running
Status: Assigned
Jul 15 → Jul 15, 2025
0 business days (counted)
Running total: 135 of ? biz days used
53d
▶ Clock Running
Status: Scheduled
Jul 15 → Sep 29, 2025
53 business days (counted)
Running total: 188 of ? biz days used
▶ Clock Running
Status: Entered
Sep 29 → Sep 29, 2025
0 business days (counted)
Running total: 188 of ? biz days used
▶ Clock Running
Status: Scheduled
Sep 29 → Oct 1, 2025
2 business days (counted)
Running total: 190 of ? biz days used
▶ Clock Running
Status: Tech On Site
Oct 1 → Oct 1, 2025
0 business days (counted)
Running total: 190 of ? biz days used
Created: Nov 7, 2024 Tech Off Site: Oct 1, 2025
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Nov 7 → Nov 7 Created ▶ Running 0 0
Nov 7 → May 27 Ready for Scheduling ▶ Running 135 135
May 27 → Jul 15 Ready for Release ⏸ Paused 33 —
Jul 15 → Jul 15 Assigned ▶ Running 0 135
Jul 15 → Sep 29 Scheduled ▶ Running 53 188
Sep 29 → Sep 29 Entered ▶ Running 0 188
Sep 29 → Oct 1 Scheduled ▶ Running 2 190
Oct 1 → Oct 1 Tech On Site ▶ Running 0 190
Dispatch 0.0d
Holding 33.5d (excluded)
Coordinators 192.3d
Field Work 1.1d
Billing 1.4d
✓ SLA Met
Dispatch
0.0 days
Holding (excluded from total)
33.5 days
Coordinators
192.3 days
Over SLA
Field Work
1.1 days
Billing
1.4 days
Over SLA
Created: Nov 7, 2024 Due: Nov 30, 2025 Completed: Oct 1, 2025 (60 days early)
📅
223.6 days Total Age
⏱️
135.5d in Ready for Scheduling Longest Stage
🔄
12 transitions Status Changes
⚠️
187.9d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Completed with significant delays
Invoiced • 482 days old
🚨
Primary Delay 135.5 days stuck in "Ready for Scheduling"
⏱️
Total Delay 187.9 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
Ready for Scheduling
135.5d / 1.0d SLA
Ready for Release
33.5d
Scheduled
56.8d / 2.0d SLA
Tech On Site
1.0d / 1.0d SLA
Tech Off Site
0.0d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.1d / 1.0d SLA
07e-Partial Project
0.7d
Ready to Bill
1.4d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

07/15/2025 MNewman - customer responded that October 1st, 2025 at 9:30 would work. Dispatching to David Andino since he was the FSE onsite last year for this PM.

06/30/2025 Rbailey - Sent 1st attempt email to Joel Herrie joel.herrie@crothall.com / Melvin Vazquez melvin.vazquez@crothall.com proposing Joseph Nuovo come onsite Oct 1 @ 930 or 2 @ 1230

🔧 Work Performed
PM
🔍 Technician Findings
Device failed hardware test, six error codes. Philips FSE notified. case was created. Device and transducers passed all other tests.
⚠️ Problem Description
Sparq Ultrasound System - IP 99019869 - SN USO2210478
📞 Call Description
PM - Contract - BG Required PM

Timeline

📋
Work Order Created Nov 7, 2:28 PM
Work Order: WO-01215018
Type: Preventive Maintenance
Priority: PC
📅
Status: Ready for Scheduling by Mandy Newman Nov 7, 2:48 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 19m
🚨 136.0 business days
✅
Status: Ready for Release by Mandy Newman May 27, 4:10 PM
From: Ready for Scheduling
To: Ready for Release
Duration in Previous: 201d 0h
🚨 34.0 business days
👷
▶
3 Technician Assigned Jul 15, 10:29 AM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Mandy Newman
From: Ready for Release, Assigned
To: Assigned, Scheduled
Duration in Previous: 48d 18h, 0m
📅
Dispatch Scheduled by Mandy Newman
Scheduled For: 2025-10-01T13:30:00.000+0000
🚨 54.0 business days
🆕
▶
4 Status: Entered Sep 29, 1:33 PM
Status: Entered → Dispatch Scheduled → Status: Scheduled → Technician Assigned
📅
Dispatch Scheduled by Brandi Rodriguez
Scheduled For: 2025-10-01T05:00:00.000+0000, 2025-10-01T00:00:00.000+0000, 2025-10-01T13:00:00.000+0000
🗓️
Status: Scheduled by Brandi Rodriguez
From: Entered
To: Scheduled
Duration in Previous: 1m
👷
Technician Assigned by Brandi Rodriguez
Technician: Joseph Nuovo
⏳ 3.0 business days
🔧
Status: Tech On Site by Joseph Nuovo Oct 1, 9:35 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 20h
⏱️
▶
3 4x Labor Added Oct 1, 6:28 PM
4x Labor Added → Status: Tech Off Site → Status: Completed
🚗
Status: Tech Off Site by Joseph Nuovo
From: Tech On Site
To: Tech Off Site
Duration in Previous: 8h 53m
✔️
Status: Completed by Joseph Nuovo
From: Tech Off Site
To: Completed
Duration in Previous: 1m
🏁
Status: Closed by Joseph Nuovo Oct 1, 6:53 PM
From: Completed
To: Closed
Duration in Previous: 23m
⏱️
▶
2 Labor Added Oct 2, 10:49 AM
Labor Added → Status: 07e-Partial Project
📋
Status: 07e-Partial Project by Timothy Amburgey
From: Closed
To: 07e-Partial Project
Duration in Previous: 15h 59m
📄
Status: Ready to Bill by Timothy Amburgey Oct 2, 4:26 PM
From: 07e-Partial Project
To: Ready to Bill
Duration in Previous: 5h 33m
💰
Status: Invoiced by Josh Longway Oct 3, 4:00 AM
From: Ready to Bill
To: Invoiced
Duration in Previous: 11h 33m
⏳ 2.0 business days
🧾
Invoice Created Oct 6, 2:21 PM
Invoice Number: SM-242702

Bottlenecks

Ready for Scheduling
Duration: 135.5 business days (threshold: 1.0 business days)
Exceeded by 134.5 business days
Scheduled
Duration: 54.0 business days (threshold: 2.0 business days)
Exceeded by 52.0 business days
Scheduled
Duration: 2.8 business days (threshold: 2.0 business days)
Exceeded by 6.4 business hours
Closed
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 1.1 business hours
Ready to Bill
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.6 business hours

🔗 Related Artifacts

No related artifacts

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
ERLA - PROD
Technician
Joseph Nuovo
Scheduled
Oct 1, 9:00 AM
Created
Nov 7, 2:28 PM
Invoice #
SM-242702

Work Details (5)

Name Type Status Qty Amount Date
WL-02956673 Labor Open 1.5 $0.00 Oct 1, 6:28 PM
WL-02956674 Labor Open 2 $275.00 Oct 1, 6:28 PM
WL-02956675 Expenses Open 1 $0.00 Oct 1, 6:28 PM
WL-02956676 Travel Open 42 $0.00 Oct 1, 6:28 PM
WL-02957437 Labor Open 0.016666666666667 $38.00 Oct 2, 10:49 AM

Details