Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01297394 ↗ ServiceMax

PHILIPS HEALTHCARE • Repair • PC

📍 Grady Memorial Hospital — 80 Jesse Hill Jr Dr SE, Atlanta GA, 30303

Aug 12, 2025 → Oct 4, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Aug 26, 2025
✗ SLA Missed (24 biz days late)
Active: 34 biz days
Paused: 3 biz days
🕐 Clock stopped: Completed (Oct 4, 2025)
▶ Clock Running
Status: Created
Aug 12 → Aug 13, 2025
1 business day (counted)
Running total: 1 of ? biz days used
29d
▶ Clock Running
Status: Assigned
Aug 13 → Sep 24, 2025
29 business days (counted)
Running total: 30 of ? biz days used
⏸3d
⏸ Clock Paused
Status: Ready for Release
Sep 24 → Sep 29, 2025
3 business days (not counted)
▶ Clock Running
Status: Scheduled
Sep 29 → Oct 3, 2025
4 business days (counted)
Running total: 34 of ? biz days used
▶ Clock Running
Status: Tech On Site
Oct 3 → Oct 4, 2025
0 business days (counted)
Running total: 34 of ? biz days used
Created: Aug 12, 2025 Completed: Oct 4, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Aug 12 → Aug 13 Created ▶ Running 1 1
Aug 13 → Sep 24 Assigned ▶ Running 29 30
Sep 24 → Sep 29 Ready for Release ⏸ Paused 3 —
Sep 29 → Oct 3 Scheduled ▶ Running 4 34
Oct 3 → Oct 4 Tech On Site ▶ Running 0 34
Dispatch 1.3d
Holding 4.0d (excluded)
Coordinators 35.0d
Field Work 1.0d
Billing 1.4d
✗ SLA Missed
Dispatch
1.3 days
Over SLA
Holding (excluded from total)
4.0 days
Coordinators
35.0 days
Over SLA
Field Work
1.0 days
Billing
1.4 days
Over SLA
Created: Aug 12, 2025 Due: Aug 26, 2025 Completed: Oct 4, 2025 (38 days late)
📅
37.3 days Total Age
⏱️
30.0d in Assigned Longest Stage
🔄
8 transitions Status Changes
⚠️
37.7d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
4 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00518478
URGENT Philips WO Request
Closed
low pressure alarm
Priority
Standard
Origin
Email
Reason
New Case
Contact
Clement Tabe
Owner
Shelby Robinson
Created
Aug 12, 2025
Work Orders from this Case (1)
WO-01297394 (current) Invoiced
Repair • Nkosi Wilson
Created: Aug 12, 2025 • Closed: Oct 4, 2025
Completed with significant delays
Invoiced • 204 days old
🚨
Primary Delay 30.0 days stuck in "Assigned"
⏱️
Total Delay 37.7 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
1.3d / 0.5d SLA
Assigned
30.0d / 0.5d SLA
Ready for Release
4.0d
Scheduled
5.0d / 2.0d SLA
Tech On Site
1.0d / 1.0d SLA
Closed
5.0d / 1.0d SLA
07e-Partial Project
3.0d
Ready to Bill
1.4d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
10/02/2025 EMartin per email from Fady to POC FSE will be onsite tomorrow to complete devices 09/29/2025 EMartin rcvd PO for PM WO Fady sent email to Clement advising FSE onsite next week to complete devices asked for update on this PO

09/26/2025 EMartin sent email to cttabe@gmh.edu asking for update on PO 

09/24/2025 EMartin rcvd email from Clement Tabe stating that he is working on hardcopy PO should have it by 09/24


09/09/2025 Emartin called Clement Tabe / 404.664.1151 stated he sent in the new PO and accpeted quote to Philips today advised we will work on getting the WO released to order parts and schedule FSE onsite / followed up email to the field advising 


08/27/2025 EMartin Fady sent email to quotes to amend quotes and resend to POC

08/26/2025 EMartin quote accepted 3 remaining WOs pending release will scheduled once all WOs are released 

08/26/2025 EMartin sent email to field advising quote needs accepted 

08/13/2025 Emartin PWO pending entitlement assigned EWO to FSE to get hard copy PO and quotes from POC

🔧 Work Performed
low pressure alarm
🔍 Technician Findings
low pressure alarm
⚠️ Problem Description
low pressure alarm
📄 Description
V60 Ventilator
📞 Call Description
Repair - Trade

Timeline

📞
Case Linked Aug 12, 5:11 PM
Case Number: 00518478
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Aug 12, 5:16 PM
Work Order: WO-01297394
Type: Repair
Priority: PC
👷
▶
2 Technician Assigned Aug 13, 9:05 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Erin Martin
From: Entered
To: Assigned
Duration in Previous: 15h 48m
🚨 30.0 business days
✅
Status: Ready for Release by Erin Martin Sep 24, 9:46 AM
From: Assigned
To: Ready for Release
Duration in Previous: 42d 0h
⏳ 4.0 business days
👷
▶
3 Technician Assigned Sep 29, 9:57 AM
Technician Assigned → Status: Scheduled → Dispatch Scheduled
🗓️
Status: Scheduled by Erin Martin
From: Ready for Release
To: Scheduled
Duration in Previous: 5d 0h
📅
Dispatch Scheduled by Erin Martin
Scheduled For: 2025-10-08T16:00:00.000+0000, 2025-10-08T12:00:00.000+0000
⏳ 4.0 business days
📅
Dispatch Scheduled by Erin Martin Oct 2, 9:48 AM
Scheduled For: 2025-10-03T12:00:00.000+0000
⏳ 2.0 business days
🔧
Status: Tech On Site by Nkosi Wilson Oct 3, 12:16 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 2h
⏳ 1.0 business days
⏱️
▶
2 3x Labor Added Oct 4, 5:33 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Nkosi Wilson
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 1d 5h, 0m
⚠️ 5.0 business days
⏱️
Labor Added Oct 13, 1:42 PM
Type: Labor
Status: Open
Qty: 0.016666666666667
📋
Status: 07e-Partial Project by Timothy Amburgey Oct 13, 1:47 PM
From: Closed
To: 07e-Partial Project
Duration in Previous: 8d 20h
⏳ 3.0 business days
📄
Status: Ready to Bill by Timothy Amburgey Oct 16, 5:09 PM
From: 07e-Partial Project
To: Ready to Bill
Duration in Previous: 3d 3h
💰
Status: Invoiced by Josh Longway Oct 17, 4:01 AM
From: Ready to Bill
To: Invoiced
Duration in Previous: 10h 52m
⏳ 1.1 business days
🧾
Invoice Created Oct 20, 12:40 AM
Invoice Number: SM-243889

Bottlenecks

Entered
Duration: 1.3 business days (threshold: 4.0 business hours)
Exceeded by 6.7 business hours
Assigned
Duration: 30.0 business days (threshold: 4.0 business hours)
Exceeded by 29.5 business days
Scheduled
Duration: 5.0 business days (threshold: 2.0 business days)
Exceeded by 3.0 business days
Closed
Duration: 5.0 business days (threshold: 1.0 business days)
Exceeded by 4.0 business days
Ready to Bill
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 2.8 business hours

🔗 Related Artifacts

📞
Case 00518478
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Repair
Branch
ERLA - PROD
Technician
Nkosi Wilson
Scheduled
Oct 3, 8:00 AM
Created
Aug 12, 5:16 PM
Invoice #
SM-243889

Work Details (4)

Name Type Status Qty Amount Date
WL-02960201 Labor Open 1 $0.00 Oct 4, 5:33 PM
WL-02960202 Labor Open 3 $285.00 Oct 4, 5:33 PM
WL-02960203 Labor Open 1 $155.00 Oct 4, 5:33 PM
WL-02968658 Labor Open 0.016666666666667 $38.00 Oct 13, 1:42 PM

Details