Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01268819 ↗ ServiceMax

PHILIPS HEALTHCARE • Preventive Maintenance • PC

📍 UPMC Hamot — 201 State St, Erie PA, 16550

Apr 28, 2025 → Feb 21, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: May 12, 2025
✗ SLA Missed (142 biz days late)
Active: 152 biz days
Paused: 50 biz days
🕐 Clock stopped: Completed (Feb 21, 2026)
▶ Clock Running
Status: Created
Apr 28 → Apr 28, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Apr 28 → May 2, 2025
4 business days (counted)
Running total: 4 of ? biz days used
28d
▶ Clock Running
Status: Scheduled
May 2 → Jun 12, 2025
28 business days (counted)
Running total: 32 of ? biz days used
▶ Clock Running
Status: Entered
Jun 12 → Jun 12, 2025
0 business days (counted)
Running total: 32 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Jun 12 → Jun 25, 2025
8 business days (counted)
Running total: 40 of ? biz days used
⏸ Clock Paused
Status: Ready for Release
Jun 25 → Jun 25, 2025
0 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Jun 25 → Jul 9, 2025
9 business days (counted)
Running total: 49 of ? biz days used
▶ Clock Running
Status: Assigned
Jul 9 → Jul 9, 2025
0 business days (counted)
Running total: 49 of ? biz days used
96d
▶ Clock Running
Status: Scheduled
Jul 9 → Nov 25, 2025
96 business days (counted)
Running total: 145 of ? biz days used
▶ Clock Running
Status: Entered
Nov 25 → Nov 25, 2025
0 business days (counted)
Running total: 145 of ? biz days used
⏸50d
⏸ Clock Paused
Status: Ready for Release
Nov 25 → Feb 10, 2026
50 business days (not counted)
▶ Clock Running
Status: Scheduled
Feb 10 → Feb 21, 2026
7 business days (counted)
Running total: 152 of ? biz days used
Created: Apr 28, 2025 Completed: Feb 21, 2026
Show SLA Clock Detail (12 periods)
Period Status Clock Biz Days Running Total
Apr 28 → Apr 28 Created ▶ Running 0 0
Apr 28 → May 2 Ready for Scheduling ▶ Running 4 4
May 2 → Jun 12 Scheduled ▶ Running 28 32
Jun 12 → Jun 12 Entered ▶ Running 0 32
Jun 12 → Jun 25 Ready for Scheduling ▶ Running 8 40
Jun 25 → Jun 25 Ready for Release ⏸ Paused 0 —
Jun 25 → Jul 9 Ready for Scheduling ▶ Running 9 49
Jul 9 → Jul 9 Assigned ▶ Running 0 49
Jul 9 → Nov 25 Scheduled ▶ Running 96 145
Nov 25 → Nov 25 Entered ▶ Running 0 145
Nov 25 → Feb 10 Ready for Release ⏸ Paused 50 —
Feb 10 → Feb 21 Scheduled ▶ Running 7 152
Dispatch 0.1d
Holding 50.6d (excluded)
Coordinators 157.4d
✗ SLA Missed
Dispatch
0.1 days
Holding (excluded from total)
50.6 days
Coordinators
157.4 days
Over SLA
Created: Apr 28, 2025 Due: May 12, 2025 Completed: Feb 21, 2026 (284 days late)
📅
202.9 days Total Age
⏱️
97.0d in Scheduled Longest Stage
🔄
10 transitions Status Changes
⚠️
150.4d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
1 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00488008
URGENT Philips WO Request
Closed
Paid Preventative Maintenance for V60 Ventilator
Priority
Standard
Origin
Email
Reason
New Case
Contact
Mike Loesel
Owner
Shelby Robinson
Created
Apr 28, 2025
Work Orders from this Case (1)
WO-01268819 (current) Invoiced
Preventive Maintenance • Fady Messak
Created: Apr 28, 2025 • Closed: Feb 21, 2026
Completed with significant delays
Invoiced • 310 days old
🚨
Primary Delay 97.0 days stuck in "Scheduled"
⏱️
Total Delay 150.4 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.1d / 0.5d SLA
Ready for Scheduling
23.4d / 1.0d SLA
Scheduled
134.0d / 2.0d SLA
Assigned
0.0d / 0.5d SLA
Ready for Release
50.6d
Closed
3.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

02/10/2026 RArnold - Dispatching to Fady for closure

05/02/2025 DMalloy - Dispatching for FSE Fanfan to begin remediations next week Thursday May 8, 2025. Emailed customer.  

loeseliim2@upmc.edu


04/28/2025 DMalloy - Will need to speak to FSE Fanfan about his tools before emailing customer regarding the V60 PM visit.       

🔧 Work Performed
closing WO, device has not been located.
⚠️ Problem Description
Paid Preventative Maintenance for V60 Ventilator
📄 Description
V60 Ventilator
📞 Call Description
PM - Trade - Customer Value PM

Timeline

📞
Case Linked Apr 28, 12:18 PM
Case Number: 00488008
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Apr 28, 12:30 PM
Work Order: WO-01268819
Type: Preventive Maintenance
Priority: PC
📅
Status: Ready for Scheduling by Deon Malloy Apr 28, 12:58 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 28m
⚠️ 5.0 business days
📅
▶
3 Dispatch Scheduled May 2, 11:28 AM
Dispatch Scheduled → Status: Scheduled → Technician Assigned
🗓️
Status: Scheduled by Deon Malloy
From: Ready for Scheduling
To: Scheduled
Duration in Previous: 3d 22h
👷
Technician Assigned by Deon Malloy
Technician: Fanfan Siku
⚠️ 5.0 business days
📅
Dispatch Scheduled by Deon Malloy May 8, 10:14 AM
Scheduled For: 2025-05-09T12:00:00.000+0000
⏳ 3.0 business days
📅
▶
2 Dispatch Scheduled May 12, 9:05 AM
Dispatch Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Deon Malloy
Scheduled For: 2025-05-12T12:00:00.000+0000
⚠️ 6.0 business days
📅
Dispatch Scheduled by Deon Malloy May 19, 8:09 AM
Scheduled For: 2025-05-19T12:00:00.000+0000
⚠️ 6.0 business days
📅
Dispatch Scheduled by Deon Malloy May 27, 9:22 AM
Scheduled For: 2025-06-02T12:00:00.000+0000
⏳ 4.0 business days
📅
Dispatch Scheduled by Deon Malloy May 30, 11:49 AM
Scheduled For: 2025-06-16T12:00:00.000+0000
⏳ 2.0 business days
📅
Dispatch Scheduled by Deon Malloy Jun 2, 4:36 PM
Scheduled For: 2025-06-23T12:00:00.000+0000, 2025-06-16T12:00:00.000+0000
⚠️ 7.9 business days
📅
Dispatch Scheduled by Deon Malloy Jun 11, 8:48 AM
Scheduled For: 2025-06-23T12:00:00.000+0000
⏳ 2.0 business days
🆕
Status: Entered by Deon Malloy Jun 12, 4:03 PM
From: Scheduled, Entered
To: Entered, Ready for Scheduling
Duration in Previous: 41d 4h, 0m
⚠️ 9.0 business days
✅
Status: Ready for Release by Mandy Newman Jun 25, 9:59 AM
From: Ready for Scheduling, Ready for Release
To: Ready for Release, Ready for Scheduling
Duration in Previous: 12d 17h, 0m
🚨 10.0 business days
👷
▶
2 Technician Assigned Jul 9, 8:06 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Mandy Newman
From: Ready for Scheduling
To: Assigned
Duration in Previous: 13d 22h
🗓️
▶
2 Status: Scheduled Jul 9, 8:22 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Mandy Newman
Scheduled For: 2025-08-02T12:00:00.000+0000
🚨 17.0 business days
📅
Dispatch Scheduled by Deon Malloy Jul 31, 12:00 PM
Scheduled For: 2025-08-16T12:00:00.000+0000
🚨 12.0 business days
📅
Dispatch Scheduled by Deon Malloy Aug 15, 1:19 PM
Scheduled For: 2025-09-06T12:00:00.000+0000
🚨 11.0 business days
📅
Dispatch Scheduled by Deon Malloy Aug 29, 9:34 AM
Scheduled For: 2025-09-13T12:00:00.000+0000
⏳ 4.0 business days
📅
Dispatch Scheduled by Deon Malloy Sep 4, 4:31 PM
Scheduled For: 2025-09-20T12:00:00.000+0000
⚠️ 6.9 business days
📅
Dispatch Scheduled by Deon Malloy Sep 12, 10:59 AM
Scheduled For: 2025-09-27T12:00:00.000+0000
🚨 11.0 business days
📅
Dispatch Scheduled by Deon Malloy Sep 26, 9:57 AM
Scheduled For: 2025-10-04T12:00:00.000+0000
⚠️ 7.0 business days
📅
Dispatch Scheduled by Deon Malloy Oct 6, 8:57 AM
Scheduled For: 2025-10-10T12:00:00.000+0000, 2025-10-11T12:00:00.000+0000
⚠️ 5.0 business days
📅
Dispatch Scheduled by Deon Malloy Oct 13, 8:49 AM
Scheduled For: 2025-11-01T12:00:00.000+0000
📅
Dispatch Scheduled by Mandy Newman Oct 14, 7:41 AM
Scheduled For: 2025-12-01T13:00:00.000+0000
⚠️ 6.0 business days
📅
Dispatch Scheduled by Deon Malloy Oct 21, 9:49 PM
Scheduled For: 2025-11-30T13:00:00.000+0000
⚠️ 9.3 business days
📅
Dispatch Scheduled by Deon Malloy Nov 3, 9:16 AM
Scheduled For: 2025-12-07T13:00:00.000+0000, 2025-11-30T13:00:00.000+0000
🚨 16.0 business days
🆕
Status: Entered by Mandy Newman Nov 25, 2:32 PM
From: Scheduled, Entered
To: Entered, Ready for Release
Duration in Previous: 139d 7h, 0m
🚨 51.0 business days
👷
▶
3 Technician Assigned Feb 10, 8:10 AM
Technician Assigned → Dispatch Scheduled → Status: Scheduled
📅
Dispatch Scheduled by Rebecca Arnold
Scheduled For: 2026-02-13T13:00:00.000+0000
🗓️
Status: Scheduled by Rebecca Arnold
From: Ready for Release
To: Scheduled
Duration in Previous: 76d 17h
⚠️ 6.0 business days
📅
Dispatch Scheduled by Fady Messak Feb 18, 11:19 AM
Scheduled For: 2026-02-18T16:19:00.000+0000
⏳ 3.0 business days
📅
▶
3 Dispatch Scheduled Feb 21, 6:26 PM
Dispatch Scheduled → Labor Added → Status: Completed
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 0.016666666666667
✔️
Status: Completed by Fady Messak
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 11d 10h, 0m
⏳ 3.0 business days
📄
Status: Ready to Bill by Timothy Amburgey Feb 25, 11:11 AM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 3d 16h, 0m
⏳ 3.0 business days
🧾
Invoice Created Feb 27, 7:39 AM
Invoice Number: SM-254868

Bottlenecks

Ready for Scheduling
Duration: 4.9 business days (threshold: 1.0 business days)
Exceeded by 3.9 business days
Scheduled
Duration: 29.0 business days (threshold: 2.0 business days)
Exceeded by 27.0 business days
Ready for Scheduling
Duration: 8.5 business days (threshold: 1.0 business days)
Exceeded by 7.5 business days
Ready for Scheduling
Duration: 10.0 business days (threshold: 1.0 business days)
Exceeded by 9.0 business days
Scheduled
Duration: 97.0 business days (threshold: 2.0 business days)
Exceeded by 95.0 business days
Scheduled
Duration: 8.0 business days (threshold: 2.0 business days)
Exceeded by 6.0 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00488008
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
ERLA - PROD
Technician
Fady Messak
Scheduled
Feb 21, 6:26 PM
Created
Apr 28, 12:30 PM
Invoice #
SM-254868

Work Details (1)

Name Type Status Qty Amount Date
WL-03115359 Labor Open 0.016666666666667 $0.00 Feb 21, 6:28 PM

Details