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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01297430 ↗ ServiceMax

PHILIPS HEALTHCARE • FCO • PC

📍 US Med Minneapolis — 5500 Lakeland Ave, Crystal MN, 55429

Aug 13, 2025 → Sep 16, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Dec 31, 2025
✓ SLA Met (92 biz days early)
Active: 2 biz days
🕐 Clock stopped: Completed (Aug 16, 2025)
▶ Clock Running
Status: Created
Aug 13 → Aug 13, 2025
0 business days (counted)
Running total: 0 of ? biz days used
1d
▶ Clock Running
Status: Scheduled
Aug 13 → Aug 14, 2025
1 business day (counted)
Running total: 1 of ? biz days used
1d
▶ Clock Running
Status: Tech On Site
Aug 14 → Aug 16, 2025
1 business day (counted)
Running total: 2 of ? biz days used
Created: Aug 13, 2025 Completed: Aug 16, 2025
Show SLA Clock Detail (3 periods)
Period Status Clock Biz Days Running Total
Aug 13 → Aug 13 Created ▶ Running 0 0
Aug 13 → Aug 14 Scheduled ▶ Running 1 1
Aug 14 → Aug 16 Tech On Site ▶ Running 1 2
Dispatch 0.1d
Coordinators 2.0d
Field Work 1.3d
Billing 22.9d
✓ SLA Met
Dispatch
0.1 days
Coordinators
2.0 days
Field Work
1.3 days
Over SLA
Billing
22.9 days
Over SLA
Created: Aug 13, 2025 Due: Dec 31, 2025 Completed: Sep 16, 2025 (106 days early)
📅
24.0 days Total Age
⏱️
16.0d in Invoiced Longest Stage
🔄
14 transitions Status Changes
⚠️
1.2d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
33 lines Work Details
🚩
4 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
4 On-Site Visits
4 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Ryan Lewis — scheduling delays attributed to technician, not coordinators
Visit 1 Aug 12, 2025
Visit 2 Aug 13, 2025
Visit 3 Aug 14, 2025
Visit 4 Aug 15, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00518575
URGENT Philips WO Request
Closed
V60/V60 Plus Ventilator - NRTL Labeling Change to Remove CSA Mark (US, US Territories and Canada)
Priority
Standard
Origin
Email
Reason
New Case
Contact
Lee Dean
Owner
Shelby Robinson
Created
Aug 13, 2025
Work Orders from this Case (1)
WO-01297430 (current) Invoiced
FCO • Ryan Lewis
Created: Aug 13, 2025 • Closed: Sep 16, 2025
Completed with minor delays
Invoiced • 203 days old
🚨
Primary Delay 16.0 days stuck in "Invoiced"
⏱️
Total Delay 1.2 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
Scheduled
2.0d / 2.0d SLA
Tech On Site
1.3d / 1.0d SLA
Closed
1.3d / 1.0d SLA
07e-Partial Project
10.6d
Ready to Bill
2.8d / 1.0d SLA
Invoiced
16.0d
Billing Correction Needed
1.4d
WO Correction Needed
2.7d

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
09/15/2025 Jsackett - Deleted SM-238805, returned to billing correction for update and rebill per credit request. See Corrective Action for more information.

08/13/2025 EMartin dispatching to FSE onsite per request

🔧 Work Performed
FCO
🔍 Technician Findings
FCO
⚠️ Problem Description
V60/V60 Plus Ventilator - NRTL Labeling Change to Remove CSA Mark (US, US Territories and Canada)
📄 Description
V60 Ventilator
📞 Call Description
FCO86600069

Timeline

📞
Case Linked Aug 13, 9:03 AM
Case Number: 00518575
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Aug 13, 9:16 AM
Work Order: WO-01297430
Type: FCO
Priority: PC
👷
▶
3 Technician Assigned Aug 13, 10:23 AM
Technician Assigned → Status: Scheduled → Dispatch Scheduled
🗓️
Status: Scheduled by Erin Martin
From: Entered
To: Scheduled
Duration in Previous: 1h 6m
📅
Dispatch Scheduled by Erin Martin
Scheduled For: 2025-08-13T16:00:00.000+0000, 2025-08-13T12:00:00.000+0000
⏳ 2.0 business days
🔧
▶
2 Status: Tech On Site Aug 14, 5:18 PM
Status: Tech On Site → 5x Labor Added
⏱️
5x Labor Added
Type: Labor
Status: Open
Qty: 10.5, 0.25, 0.75
💵
3x Expenses Added Aug 14, 5:24 PM
Type: Expenses
Status: Open
Qty: 1
⏱️
3x Labor Added Aug 14, 6:06 PM
Type: Labor
Status: Open
Qty: 0.25, 0.5
⏱️
2x Labor Added Aug 14, 6:34 PM
Type: Labor
Status: Open
Qty: 0.25, 1
⏱️
▶
2 Labor Added Aug 15, 11:32 AM
Labor Added → Labor Added
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 1
💵
▶
2 Expenses Added Aug 15, 4:31 PM
Expenses Added → Expenses Added
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
💵
10x Expenses Added Aug 15, 4:41 PM
Type: Expenses
Status: Open
Qty: 1
💵
3x Expenses Added Aug 16, 7:43 AM
Type: Expenses
Status: Open
Qty: 1
💵
2x Expenses Added Aug 16, 7:49 AM
Type: Expenses
Status: Open
Qty: 1
✔️
Status: Completed by Ryan Lewis Aug 16, 10:06 AM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 1d 16h, 0m
⏳ 1.0 business days
⏱️
▶
2 Labor Added Aug 18, 12:10 PM
Labor Added → Status: 07e-Partial Project
📋
Status: 07e-Partial Project by Timothy Amburgey
From: Closed
To: 07e-Partial Project
Duration in Previous: 2d 2h
⏳ 4.0 business days
📄
Status: Ready to Bill by Timothy Amburgey Aug 21, 4:42 PM
From: 07e-Partial Project
To: Ready to Bill
Duration in Previous: 3d 4h
💰
Status: Invoiced by Josh Longway Aug 22, 4:01 AM
From: Ready to Bill
To: Invoiced
Duration in Previous: 11h 19m
🚨 16.0 business days
💵
Status: Billing Review by Jane Sackett Sep 15, 5:09 PM
From: Invoiced, Billing Review
To: Billing Review, Billing Correction Needed
Duration in Previous: 24d 13h, 0m
🏁
Status: Closed by Diana Cox Sep 16, 9:43 AM
From: Billing Correction Needed
To: Closed
Duration in Previous: 16h 33m
📋
Status: 07e-Partial Project by Timothy Amburgey Sep 16, 12:08 PM
From: Closed
To: 07e-Partial Project
Duration in Previous: 2h 25m
⏳ 3.0 business days
✏️
Status: WO Correction Needed by Timothy Amburgey Sep 18, 2:26 PM
From: 07e-Partial Project
To: WO Correction Needed
Duration in Previous: 2d 2h
⏳ 3.0 business days
🏁
Status: Closed by Douglas Pearce Sep 22, 2:37 PM
From: WO Correction Needed
To: Closed
Duration in Previous: 4d 0h
📋
Status: 07e-Partial Project by Timothy Amburgey Sep 22, 2:47 PM
From: Closed
To: 07e-Partial Project
Duration in Previous: 10m
⏳ 4.0 business days
📄
Status: Ready to Bill by Timothy Amburgey Sep 25, 4:30 PM
From: 07e-Partial Project
To: Ready to Bill
Duration in Previous: 3d 1h
💰
Status: Invoiced by Josh Longway Sep 26, 4:01 AM
From: Ready to Bill
To: Invoiced
Duration in Previous: 11h 30m
⏳ 2.0 business days
🧾
Invoice Created Sep 29, 10:47 AM
Invoice Number: SM-242095

Bottlenecks

Tech On Site
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.7 business hours
Ready to Bill
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.3 business hours
Ready to Bill
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.5 business hours

🔗 Related Artifacts

📞
Case 00518575
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
FCO
Branch
ERLA - PROD
Technician
Ryan Lewis
Scheduled
Aug 13, 8:00 AM
Created
Aug 13, 9:16 AM
Invoice #
SM-242095

Work Details (33)

Name Type Status Qty Amount Date
WL-02902214 Labor Open 10.5 $0.00 Aug 14, 5:23 PM
WL-02902215 Labor Open 0.5 $200.00 Aug 14, 5:23 PM
WL-02902216 Labor Open 0.25 $95.00 Aug 14, 5:23 PM
WL-02902217 Labor Open 0.75 $0.00 Aug 14, 5:23 PM
WL-02902218 Labor Open 2 $0.00 Aug 14, 5:23 PM
WL-02902224 Expenses Open 1 $0.00 Aug 14, 5:24 PM
WL-02902225 Expenses Open 1 $0.00 Aug 14, 5:24 PM
WL-02902226 Expenses Open 1 $0.00 Aug 14, 5:24 PM
WL-02902281 Labor Open 0.25 $200.00 Aug 14, 6:06 PM
WL-02902282 Labor Open 0.5 $95.00 Aug 14, 6:06 PM
WL-02902283 Labor Open 0.5 $0.00 Aug 14, 6:06 PM
WL-02902360 Labor Open 0.25 $200.00 Aug 14, 6:34 PM
WL-02902361 Labor Open 1 $95.00 Aug 14, 6:34 PM
WL-02903137 Labor Open 0.25 $200.00 Aug 15, 11:32 AM
WL-02903138 Labor Open 1 $95.00 Aug 15, 11:33 AM
WL-02903664 Expenses Open 1 $0.00 Aug 15, 4:31 PM
WL-02903668 Expenses Open 1 $0.00 Aug 15, 4:32 PM
WL-02903683 Expenses Open 1 $0.00 Aug 15, 4:41 PM
WL-02903684 Expenses Open 1 $0.00 Aug 15, 4:41 PM
WL-02903685 Expenses Open 1 $0.00 Aug 15, 4:41 PM
WL-02903686 Expenses Open 1 $0.00 Aug 15, 4:41 PM
WL-02903687 Expenses Open 1 $0.00 Aug 15, 4:41 PM
WL-02903688 Expenses Open 1 $0.00 Aug 15, 4:41 PM
WL-02903689 Expenses Open 1 $0.00 Aug 15, 4:41 PM
WL-02903690 Expenses Open 1 $0.00 Aug 15, 4:41 PM
WL-02903691 Expenses Open 1 $0.00 Aug 15, 4:41 PM
WL-02903692 Expenses Open 1 $0.00 Aug 15, 4:41 PM
WL-02904367 Expenses Open 1 $0.00 Aug 16, 7:43 AM
WL-02904368 Expenses Open 1 $0.00 Aug 16, 7:43 AM
WL-02904369 Expenses Open 1 $0.00 Aug 16, 7:43 AM
WL-02904370 Expenses Open 1 $718.37 Aug 16, 7:49 AM
WL-02904371 Expenses Open 1 $75.00 Aug 16, 7:49 AM
WL-02905519 Labor Open 0.016666666666667 $152.00 Aug 18, 12:10 PM

Details