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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01297844 ↗ ServiceMax

PHILIPS HEALTHCARE • Preventive Maintenance • PC

📍 NYP Methodist Hospital CCH Receiving Loading Dock — 510 5th St, Brooklyn NY, 11215

Aug 14, 2025 → Nov 10, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Nov 30, 2025
✓ SLA Met (11 biz days early)
Active: 23 biz days
Paused: 37 biz days
🕐 Clock stopped: Tech Off Site (Nov 11, 2025)
▶ Clock Running
Status: Created
Aug 14 → Aug 14, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸37d
⏸ Clock Paused
Status: Ready for Release
Aug 14 → Oct 7, 2025
37 business days (not counted)
23d
▶ Clock Running
Status: Scheduled
Oct 7 → Nov 10, 2025
23 business days (counted)
Running total: 23 of ? biz days used
▶ Clock Running
Status: Tech On Site
Nov 10 → Nov 11, 2025
0 business days (counted)
Running total: 23 of ? biz days used
Created: Aug 14, 2025 Tech Off Site: Nov 11, 2025
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Aug 14 → Aug 14 Created ▶ Running 0 0
Aug 14 → Oct 7 Ready for Release ⏸ Paused 37 —
Oct 7 → Nov 10 Scheduled ▶ Running 23 23
Nov 10 → Nov 11 Tech On Site ▶ Running 0 23
Dispatch 0.1d
Holding 37.5d (excluded)
Coordinators 24.0d
Field Work 0.2d
Billing 1.3d
✓ SLA Met
Dispatch
0.1 days
Holding (excluded from total)
37.5 days
Coordinators
24.0 days
Over SLA
Field Work
0.2 days
Billing
1.3 days
Over SLA
Created: Aug 14, 2025 Due: Nov 30, 2025 Completed: Nov 11, 2025 (19 days early)
📅
60.5 days Total Age
⏱️
37.5d in Ready for Release Longest Stage
🔄
8 transitions Status Changes
⚠️
22.3d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00519134
URGENT Philips WO Request
Closed
Priority
Standard
Origin
Email
Reason
New Case
Contact
EMSAR EMSAR
Owner
John Rolston
Created
Aug 14, 2025
Work Orders from this Case (2)
WO-01297842 Invoiced
Preventive Maintenance • Vivian Hyde
Created: Aug 14, 2025 • Closed: Nov 10, 2025
WO-01297844 (current) Invoiced
Preventive Maintenance • Vivian Hyde
Created: Aug 14, 2025 • Closed: Nov 10, 2025
Completed with significant delays
Invoiced • 202 days old
🚨
Primary Delay 37.5 days stuck in "Ready for Release"
⏱️
Total Delay 22.3 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 Release
37.5d
Scheduled
24.0d / 2.0d SLA
Tech On Site
0.2d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
0.0d / 1.0d SLA
07e-Partial Project
2.0d
Ready to Bill
1.3d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10/30/2025 RArnold - Sent Reminder Email


10/07/2025 RArnold- Inbound call from Will. He confirmed 11/10 @ 2 pm. for Vivian. 


10/07/2025 RArnold- Called 917-969-4068 William Guzman. He is going to his office and will call right back.


10/07/2025 RArnold- Called 917-951-4166 for Mary Rowland. She said we need to work with William Guzman. Cell: 917-969-4068


10/03/2025 RArnold- Called 917 376-7708 for Heidi. Left a message. Sending email. 


10/03/2025 RArnold- Called 718-369-0169 ext 6301 for Heidi. Number is busy. 

09/24/2025 RArnold - Emailed Heidi to confirm location and then will offer date

08/14/2025 RArnold- Customer requests to schedule Month due.

🔧 Work Performed
Preventative Maintenance USO20B1668
⚠️ Problem Description
EPIQ Elite Diagnostic Ultrasound System - Installed Product 87750423 - USO20B1668
📞 Call Description
PM - Contract - BG Required PM

Timeline

📞
Case Linked Aug 14, 3:11 PM
Case Number: 00519134
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Aug 14, 3:43 PM
Work Order: WO-01297844
Type: Preventive Maintenance
Priority: PC
✅
Status: Ready for Release by Rebecca Arnold Aug 14, 4:08 PM
From: Entered
To: Ready for Release
Duration in Previous: 24m
🚨 38.0 business days
👷
▶
3 Technician Assigned Oct 7, 11:57 AM
Technician Assigned → Dispatch Scheduled → Status: Scheduled
📅
Dispatch Scheduled by Rebecca Arnold
Scheduled For: 2025-11-10T19:00:00.000+0000
🗓️
Status: Scheduled by Rebecca Arnold
From: Ready for Release
To: Scheduled
Duration in Previous: 53d 19h
🚨 24.0 business days
🔧
Status: Tech On Site by Vivian Hyde Nov 10, 5:34 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 34d 6h
⏱️
▶
2 4x Labor Added Nov 10, 10:31 PM
4x Labor Added → Status: Tech Off Site
🚗
Status: Tech Off Site by Vivian Hyde
From: Tech On Site, Tech Off Site
To: Tech Off Site, Completed
Duration in Previous: 4h 59m, 0m
🏁
Status: Closed by Vivian Hyde Nov 10, 10:43 PM
From: Completed
To: Closed
Duration in Previous: 9m
⏱️
Labor Added Nov 11, 9:32 AM
Type: Labor
Status: Open
Qty: 0.016666666666667
📋
Status: 07e-Partial Project by Timothy Amburgey Nov 11, 9:39 AM
From: Closed
To: 07e-Partial Project
Duration in Previous: 10h 55m
⏳ 2.0 business days
📄
Status: Ready to Bill by Timothy Amburgey Nov 13, 4:33 PM
From: 07e-Partial Project
To: Ready to Bill
Duration in Previous: 2d 6h
💰
Status: Invoiced by Josh Longway Nov 14, 4:01 AM
From: Ready to Bill
To: Invoiced
Duration in Previous: 11h 27m
⏳ 3.0 business days
🧾
Invoice Created Nov 18, 3:48 PM
Invoice Number: SM-246543

Bottlenecks

Scheduled
Duration: 24.0 business days (threshold: 2.0 business days)
Exceeded by 22.0 business days
Ready to Bill
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.4 business hours

🔗 Related Artifacts

📞
Case 00519134
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
ERLA - PROD
Technician
Vivian Hyde
Scheduled
Nov 10, 2:00 PM
Created
Aug 14, 3:43 PM
Invoice #
SM-246543

Work Details (5)

Name Type Status Qty Amount Date
WL-03002813 Labor Open 2 $275.00 Nov 10, 10:31 PM
WL-03002814 Labor Open 0.5 $0.00 Nov 10, 10:31 PM
WL-03002815 Expenses Open 1 $0.00 Nov 10, 10:31 PM
WL-03002816 Travel Open 5 $0.00 Nov 10, 10:31 PM
WL-03003001 Labor Open 0.016666666666667 $38.00 Nov 11, 9:32 AM

Details