Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01268977 ↗ ServiceMax

PHILIPS HEALTHCARE • Preventive Maintenance • PC

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

Apr 29, 2025 → Feb 27, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: May 13, 2025
✗ SLA Missed (141 biz days late)
Active: 151 biz days
Paused: 55 biz days
🕐 Clock stopped: Completed (Feb 27, 2026)
▶ Clock Running
Status: Created
Apr 29 → Apr 29, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Apr 29 → May 6, 2025
5 business days (counted)
Running total: 5 of ? biz days used
▶ Clock Running
Status: Scheduled
May 6 → May 27, 2025
14 business days (counted)
Running total: 19 of ? biz days used
▶ Clock Running
Status: Entered
May 27 → May 27, 2025
0 business days (counted)
Running total: 19 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
May 27 → May 27, 2025
0 business days (counted)
Running total: 19 of ? biz days used
⏸ Clock Paused
Status: Ready for Release
May 27 → Jun 3, 2025
5 business days (not counted)
▶ Clock Running
Status: Scheduled
Jun 3 → Jun 12, 2025
7 business days (counted)
Running total: 26 of ? biz days used
▶ Clock Running
Status: Entered
Jun 12 → Jun 12, 2025
0 business days (counted)
Running total: 26 of ? biz days used
17d
▶ Clock Running
Status: Ready for Scheduling
Jun 12 → Jul 9, 2025
17 business days (counted)
Running total: 43 of ? biz days used
▶ Clock Running
Status: Assigned
Jul 9 → Jul 9, 2025
0 business days (counted)
Running total: 43 of ? biz days used
96d
▶ Clock Running
Status: Scheduled
Jul 9 → Nov 25, 2025
96 business days (counted)
Running total: 139 of ? biz days used
▶ Clock Running
Status: Entered
Nov 25 → Nov 25, 2025
0 business days (counted)
Running total: 139 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 27, 2026
12 business days (counted)
Running total: 151 of ? biz days used
Created: Apr 29, 2025 Completed: Feb 27, 2026
Show SLA Clock Detail (14 periods)
Period Status Clock Biz Days Running Total
Apr 29 → Apr 29 Created ▶ Running 0 0
Apr 29 → May 6 Ready for Scheduling ▶ Running 5 5
May 6 → May 27 Scheduled ▶ Running 14 19
May 27 → May 27 Entered ▶ Running 0 19
May 27 → May 27 Ready for Scheduling ▶ Running 0 19
May 27 → Jun 3 Ready for Release ⏸ Paused 5 —
Jun 3 → Jun 12 Scheduled ▶ Running 7 26
Jun 12 → Jun 12 Entered ▶ Running 0 26
Jun 12 → Jul 9 Ready for Scheduling ▶ Running 17 43
Jul 9 → Jul 9 Assigned ▶ Running 0 43
Jul 9 → Nov 25 Scheduled ▶ Running 96 139
Nov 25 → Nov 25 Entered ▶ Running 0 139
Nov 25 → Feb 10 Ready for Release ⏸ Paused 50 —
Feb 10 → Feb 27 Scheduled ▶ Running 12 151
Dispatch 0.9d
Holding 56.0d (excluded)
Coordinators 156.6d
✗ SLA Missed
Dispatch
0.9 days
Over SLA
Holding (excluded from total)
56.0 days
Coordinators
156.6 days
Over SLA
Created: Apr 29, 2025 Due: May 13, 2025 Completed: Feb 27, 2026 (289 days late)
📅
206.7 days Total Age
⏱️
97.0d in Scheduled Longest Stage
🔄
12 transitions Status Changes
⚠️
148.0d 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 #00488276
URGENT Philips WO Request
Closed
Schedule PM
Priority
Standard
Origin
Email
Reason
New Case
Contact
Mike Loesel
Owner
Shelby Robinson
Created
Apr 29, 2025
Work Orders from this Case (3)
WO-01268977 (current) Invoiced
Preventive Maintenance • Fady Messak
Created: Apr 29, 2025 • Closed: Feb 27, 2026
WO-01268980 Invoiced
Preventive Maintenance • Fanfan Siku
Created: Apr 29, 2025 • Closed: May 13, 2025
WO-01268981 Invoiced
Preventive Maintenance • Fady Messak
Created: Apr 29, 2025 • Closed: Feb 20, 2026
Completed with significant delays
Invoiced • 309 days old
🚨
Primary Delay 97.0 days stuck in "Scheduled"
⏱️
Total Delay 148.0 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
23.9d / 1.0d SLA
Scheduled
132.7d / 2.0d SLA
Ready for Release
56.0d
Assigned
0.0d / 0.5d SLA
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 - Fanfan to begin this site 5/8/2025 and Paul to join the week of May 12th and will also complete the EV300 FCO as well.  


04/29/2025 DMalloy - Will need to speak to FSE Fanfan about his tools before emailing customer regarding the V60 PM visit.   

🔧 Work Performed
no work performed
⚠️ Problem Description
Schedule PM
📄 Description
V60 Ventilator
📞 Call Description
PM - Trade - Customer Value PM

Timeline

📞
Case Linked Apr 29, 8:31 AM
Case Number: 00488276
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Apr 29, 8:43 AM
Work Order: WO-01268977
Type: Preventive Maintenance
Priority: PC
📅
Status: Ready for Scheduling by Deon Malloy Apr 29, 4:08 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 7h 24m
⚠️ 6.0 business days
👷
▶
4 Technician Assigned May 6, 11:52 AM
Technician Assigned → Status: Scheduled → Dispatch Scheduled → Dispatch Scheduled
🗓️
Status: Scheduled by Deon Malloy
From: Ready for Scheduling
To: Scheduled
Duration in Previous: 6d 19h
📅
Dispatch Scheduled by Deon Malloy
Scheduled For: 2025-05-12T00:00:00.000+0000, 2025-05-12T04:00:00.000+0000
📅
Dispatch Scheduled by Deon Malloy
Scheduled For: 2025-05-12T12:00:00.000+0000
🚨 10.0 business days
📅
Dispatch Scheduled by Deon Malloy May 19, 8:30 AM
Scheduled For: 2025-05-19T12:00:00.000+0000
⚠️ 6.0 business days
🆕
Status: Entered by Deon Malloy May 27, 8:27 AM
From: Scheduled, Entered
To: Entered, Ready for Scheduling
Duration in Previous: 20d 20h, 0m
✅
Status: Ready for Release by Mandy Newman May 27, 4:11 PM
From: Ready for Scheduling
To: Ready for Release
Duration in Previous: 7h 43m
⚠️ 6.0 business days
👷
▶
3 Technician Assigned Jun 3, 10:44 AM
Technician Assigned → Status: Scheduled → Dispatch Scheduled
🗓️
Status: Scheduled by Deon Malloy
From: Ready for Release
To: Scheduled
Duration in Previous: 6d 18h
📅
Dispatch Scheduled by Deon Malloy
Scheduled For: 2025-06-16T00:00:00.000+0000, 2025-06-16T04:00:00.000+0000, 2025-06-16T12:00:00.000+0000
⚠️ 7.0 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, 4:23 PM
From: Scheduled, Entered
To: Entered, Ready for Scheduling
Duration in Previous: 9d 5h, 0m
🚨 18.0 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: 26d 15h
🗓️
▶
2 Status: Scheduled Jul 9, 8:21 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, 8:56 AM
Scheduled For: 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, 7:42 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, 2:30 PM
From: Scheduled, Entered
To: Entered, Ready for Release
Duration in Previous: 139d 7h, 0m
🚨 51.0 business days
👷
▶
3 Technician Assigned Feb 10, 8:14 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
📅
Dispatch Scheduled by Mandy Newman Feb 20, 5:03 PM
Scheduled For: 2026-02-20T16:19:00.000+0000
⏳ 4.9 business days
📅
▶
3 Dispatch Scheduled Feb 27, 12:11 AM
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: 16d 15h, 0m
⏳ 3.0 business days
📄
▶
2 Status: Ready to Bill Mar 3, 9:02 AM
Status: Ready to Bill → Invoice Created
🧾
Invoice Created
Invoice Number: SM-255417

Bottlenecks

Entered
Duration: 7.4 business hours (threshold: 4.0 business hours)
Exceeded by 3.4 business hours
Ready for Scheduling
Duration: 5.5 business days (threshold: 1.0 business days)
Exceeded by 4.5 business days
Scheduled
Duration: 15.0 business days (threshold: 2.0 business days)
Exceeded by 13.0 business days
Scheduled
Duration: 8.0 business days (threshold: 2.0 business days)
Exceeded by 6.0 business days
Ready for Scheduling
Duration: 17.5 business days (threshold: 1.0 business days)
Exceeded by 16.5 business days
Scheduled
Duration: 97.0 business days (threshold: 2.0 business days)
Exceeded by 95.0 business days
Scheduled
Duration: 12.7 business days (threshold: 2.0 business days)
Exceeded by 10.7 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00488276
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
ERLA - PROD
Technician
Fady Messak
Scheduled
Feb 26, 12:11 AM
Created
Apr 29, 8:43 AM
Invoice #
SM-255417

Work Details (1)

Name Type Status Qty Amount Date
WL-03122540 Labor Open 0.016666666666667 $0.00 Feb 27, 12:12 AM

Details