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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01285932 ↗ ServiceMax

PHILIPS HEALTHCARE • Repair • PC

📍 Baptist Hospital — 123 Baptist Way, Pensacola FL, 32503

Jul 1, 2025 → Oct 17, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Jul 16, 2025
✗ SLA Missed (58 biz days late)
Active: 68 biz days
🕐 Clock stopped: Completed (Oct 7, 2025)
▶ Clock Running
Status: Created
Jul 1 → Jul 7, 2025
3 business days (counted)
Running total: 3 of ? biz days used
9d
▶ Clock Running
Status: Assigned
Jul 7 → Jul 18, 2025
9 business days (counted)
Running total: 12 of ? biz days used
6d
▶ Clock Running
Status: Scheduled
Jul 18 → Jul 28, 2025
6 business days (counted)
Running total: 18 of ? biz days used
▶ Clock Running
Status: On Hold
Jul 28 → Jul 30, 2025
2 business days (counted)
Running total: 20 of ? biz days used
18d
▶ Clock Running
Status: Scheduled
Jul 30 → Aug 25, 2025
18 business days (counted)
Running total: 38 of ? biz days used
15d
▶ Clock Running
Status: Assigned
Aug 25 → Sep 16, 2025
15 business days (counted)
Running total: 53 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 16 → Sep 17, 2025
1 business day (counted)
Running total: 54 of ? biz days used
11d
▶ Clock Running
Status: On Hold
Sep 17 → Oct 2, 2025
11 business days (counted)
Running total: 65 of ? biz days used
▶ Clock Running
Status: Canceled
Oct 2 → Oct 2, 2025
0 business days (counted)
Running total: 65 of ? biz days used
▶ Clock Running
Status: Entered
Oct 2 → Oct 2, 2025
0 business days (counted)
Running total: 65 of ? biz days used
▶ Clock Running
Status: Assigned
Oct 2 → Oct 2, 2025
0 business days (counted)
Running total: 65 of ? biz days used
▶ Clock Running
Status: Scheduled
Oct 2 → Oct 7, 2025
3 business days (counted)
Running total: 68 of ? biz days used
Created: Jul 1, 2025 Completed: Oct 7, 2025
Show SLA Clock Detail (12 periods)
Period Status Clock Biz Days Running Total
Jul 1 → Jul 7 Created ▶ Running 3 3
Jul 7 → Jul 18 Assigned ▶ Running 9 12
Jul 18 → Jul 28 Scheduled ▶ Running 6 18
Jul 28 → Jul 30 On Hold ▶ Running 2 20
Jul 30 → Aug 25 Scheduled ▶ Running 18 38
Aug 25 → Sep 16 Assigned ▶ Running 15 53
Sep 16 → Sep 17 Ready for Scheduling ▶ Running 1 54
Sep 17 → Oct 2 On Hold ▶ Running 11 65
Oct 2 → Oct 2 Canceled ▶ Running 0 65
Oct 2 → Oct 2 Entered ▶ Running 0 65
Oct 2 → Oct 2 Assigned ▶ Running 0 65
Oct 2 → Oct 7 Scheduled ▶ Running 3 68
Dispatch 3.3d
Holding 15.0d (excluded)
Coordinators 57.8d
Billing 3.0d
✗ SLA Missed
Dispatch
3.3 days
Over SLA
Holding (excluded from total)
15.0 days
Coordinators
57.8 days
Over SLA
Billing
3.0 days
Over SLA
Created: Jul 1, 2025 Due: Jul 16, 2025 Completed: Oct 17, 2025 (92 days late)
📅
75.3 days Total Age
⏱️
19.0d in Scheduled Longest Stage
🔄
17 transitions Status Changes
⚠️
56.1d 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 #00507202
URGENT Philips WO Request
Closed
failing the air flow accuracy test
Priority
Standard
Origin
Email
Reason
New Case
Contact
Jessie Newton
Owner
Shelby Robinson
Created
Jul 1, 2025
Work Orders from this Case (1)
WO-01285932 (current) Invoiced
Repair • Fady Messak
Created: Jul 1, 2025 • Closed: Oct 17, 2025
Completed with significant delays
Invoiced • 246 days old
🚨
Primary Delay 19.0 days stuck in "Scheduled"
⏱️
Total Delay 56.1 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
3.3d / 0.5d SLA
Assigned
26.0d / 0.5d SLA
Scheduled
29.8d / 2.0d SLA
On Hold
15.0d
Ready for Scheduling
2.0d / 1.0d SLA
Canceled
0.1d
Closed
4.0d / 1.0d SLA
07e-Partial Project
7.8d
WO Correction Needed
1.4d
Ready to Bill
1.6d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
FMessak- 10-17-2025- closed WO , no billing needed for this work.

09/17/2025 EMartin per Kent at Baptist V60 will not need onsite visit Fady will work with quotes to get WO cancelled 

08/28/2025 Emartin Fady working with Brett Martz and Kent at Baptist to send FSE back onsite to complete devices 

08/27/2025 MNewman - Quote has been accepted. Work can be scheduled.

08/25/2025 Emartin per Fady working with Brett Martz and Kent at Baptist to get quotes amended and WOs released to send FSE back onsite to complete devices 

07/30/2025 EMartin dispatching to FSE for aged parts 

07/28/2025 EMartin per Fady holding on scheduling onsite until customer confirms 

07/25/2025 EMartin per FSE spoke with Kent advised to hold off on repairs as site may scrap devices 

07/07/2025 MNewman - Per Fady, Quote has been accepted. This work can be scheduled. 

07/02/2025 ALuman - working to schedule onsite repair with FSE Craig Walker. Email sent to Jessie Newton

🔧 Work Performed
closed WO , no billing needed for this work.
⚠️ Problem Description
failing the air flow accuracy test
📄 Description
V60 Ventilator
📞 Call Description
Repair - Trade

Timeline

📞
Case Linked Jul 1, 5:09 PM
Case Number: 00507202
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Jul 1, 5:36 PM
Work Order: WO-01285932
Type: Repair
Priority: PC
⏳ 3.8 business days
👷
▶
2 Technician Assigned Jul 7, 10:34 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Ashley Luman
From: Entered
To: Assigned
Duration in Previous: 5d 16h
🚨 10.0 business days
👷
Technician Assigned by Ashley Luman Jul 18, 11:36 AM
Technician: Samuel Biddie
🗓️
▶
2 Status: Scheduled Jul 18, 11:43 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Ashley Luman
Scheduled For: 2025-07-22T00:00:00.000+0000, 2025-07-22T04:00:00.000+0000
📅
Dispatch Scheduled by Ashley Luman Jul 18, 2:17 PM
Scheduled For: 2025-07-22T12:00:00.000+0000
⚠️ 7.0 business days
⏸️
Status: On Hold by Erin Martin Jul 28, 10:12 AM
From: Scheduled
To: On Hold
Duration in Previous: 9d 22h
⏳ 3.0 business days
👷
▶
3 Technician Assigned Jul 30, 10:46 AM
Technician Assigned → Status: Scheduled → Dispatch Scheduled
🗓️
Status: Scheduled by Erin Martin
From: On Hold
To: Scheduled
Duration in Previous: 2d 0h
📅
Dispatch Scheduled by Erin Martin
Scheduled For: 2025-08-15T12:00:00.000+0000
🚨 14.0 business days
👷
▶
2 Technician Assigned Aug 18, 10:35 AM
Technician Assigned → Dispatch Scheduled
📅
Dispatch Scheduled by Erin Martin
Scheduled For: 2025-08-18T12:00:00.000+0000
⚠️ 6.0 business days
👷
Status: Assigned by Erin Martin Aug 25, 10:16 AM
From: Scheduled
To: Assigned
Duration in Previous: 25d 23h
🚨 16.0 business days
📅
Status: Ready for Scheduling by Mandy Newman Sep 16, 8:25 AM
From: Assigned
To: Ready for Scheduling
Duration in Previous: 21d 22h
⏳ 2.0 business days
⏸️
Status: On Hold by Erin Martin Sep 17, 11:09 AM
From: Ready for Scheduling
To: On Hold
Duration in Previous: 1d 2h
🚨 12.0 business days
🚫
Status: Canceled by Mandy Newman Oct 2, 1:29 PM
From: On Hold
To: Canceled
Duration in Previous: 15d 2h
🆕
▶
4 Status: Entered Oct 2, 1:56 PM
Status: Entered → Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Technician Assigned by Mandy Newman
Technician: a0h5A00000GbkeQQAR, Fady Messak
👷
Status: Assigned by Mandy Newman
From: Entered, Assigned
To: Assigned, Scheduled
Duration in Previous: 2m, 0m
📅
Dispatch Scheduled by Mandy Newman
Scheduled For: 2025-10-02T12:00:00.000+0000
⏳ 4.0 business days
⏱️
▶
2 Labor Added Oct 7, 8:30 AM
Labor Added → Status: Completed
✔️
Status: Completed by Fady Messak
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 4d 18h, 0m
⏳ 4.0 business days
📋
Status: 07e-Partial Project by Timothy Amburgey Oct 13, 10:38 AM
From: Closed
To: 07e-Partial Project
Duration in Previous: 6d 2h
⏳ 3.0 business days
✏️
Status: WO Correction Needed by Timothy Amburgey Oct 16, 4:47 PM
From: 07e-Partial Project
To: WO Correction Needed
Duration in Previous: 3d 6h
✔️
Status: Completed by Fady Messak Oct 17, 1:01 PM
From: WO Correction Needed, Completed
To: Completed, Closed
Duration in Previous: 20h 13m, 0m
📋
Status: 07e-Partial Project by Timothy Amburgey Oct 17, 1:15 PM
From: Closed
To: 07e-Partial Project
Duration in Previous: 14m
⚠️ 5.0 business days
📄
Status: Ready to Bill by Timothy Amburgey Oct 23, 3:24 PM
From: 07e-Partial Project
To: Ready to Bill
Duration in Previous: 6d 2h
💰
Status: Invoiced by Josh Longway Oct 24, 4:00 AM
From: Ready to Bill
To: Invoiced
Duration in Previous: 12h 36m
⏳ 2.0 business days
🧾
Invoice Created Oct 27, 4:44 PM
Invoice Number: SM-244530

Bottlenecks

Entered
Duration: 3.3 business days (threshold: 4.0 business hours)
Exceeded by 2.8 business days
Assigned
Duration: 10.0 business days (threshold: 4.0 business hours)
Exceeded by 9.5 business days
Scheduled
Duration: 7.0 business days (threshold: 2.0 business days)
Exceeded by 5.0 business days
Scheduled
Duration: 19.0 business days (threshold: 2.0 business days)
Exceeded by 17.0 business days
Assigned
Duration: 16.0 business days (threshold: 4.0 business hours)
Exceeded by 15.5 business days
Ready for Scheduling
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Scheduled
Duration: 3.8 business days (threshold: 2.0 business days)
Exceeded by 1.8 business days
Closed
Duration: 4.0 business days (threshold: 1.0 business days)
Exceeded by 3.0 business days
Ready to Bill
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 4.6 business hours

🔗 Related Artifacts

📞
Case 00507202
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Repair
Branch
ERLA - PROD
Technician
Fady Messak
Scheduled
Oct 2, 8:00 AM
Created
Jul 1, 5:36 PM
Invoice #
SM-244530

Work Details (1)

Name Type Status Qty Amount Date
WL-02961773 Labor Open 0.016666666666667 $23.75 Oct 7, 8:30 AM

Details