Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01299949 ↗ ServiceMax

PHILIPS HEALTHCARE • Installation • PC

📍 Providence Regional Medical Center — 1820 14th St, Everett WA, 98201

Aug 27, 2025 → Sep 22, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Dec 19, 2025
✓ SLA Met (59 biz days early)
Active: 18 biz days
🕐 Clock stopped: Invoiced (Sep 23, 2025)
▶ Clock Running
Status: Created
Aug 27 → Aug 27, 2025
0 business days (counted)
Running total: 0 of ? biz days used
4d
▶ Clock Running
Status: Scheduled
Aug 27 → Sep 3, 2025
4 business days (counted)
Running total: 4 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 3 → Sep 5, 2025
2 business days (counted)
Running total: 6 of ? biz days used
▶ Clock Running
Status: Completed
Sep 5 → Sep 6, 2025
0 business days (counted)
Running total: 6 of ? biz days used
3d
▶ Clock Running
Status: Closed
Sep 6 → Sep 10, 2025
3 business days (counted)
Running total: 9 of ? biz days used
6d
▶ Clock Running
Status: Billing Review
Sep 10 → Sep 18, 2025
6 business days (counted)
Running total: 15 of ? biz days used
▶ Clock Running
Status: WO Correction Needed
Sep 18 → Sep 19, 2025
1 business day (counted)
Running total: 16 of ? biz days used
2d
▶ Clock Running
Status: Incomplete
Sep 19 → Sep 23, 2025
2 business days (counted)
Running total: 18 of ? biz days used
Created: Aug 27, 2025 Invoiced: Sep 23, 2025
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Aug 27 → Aug 27 Created ▶ Running 0 0
Aug 27 → Sep 3 Scheduled ▶ Running 4 4
Sep 3 → Sep 5 Tech On Site ▶ Running 2 6
Sep 5 → Sep 6 Completed ▶ Running 0 6
Sep 6 → Sep 10 Closed ▶ Running 3 9
Sep 10 → Sep 18 Billing Review ▶ Running 6 15
Sep 18 → Sep 19 WO Correction Needed ▶ Running 1 16
Sep 19 → Sep 23 Incomplete ▶ Running 2 18
Dispatch 0.1d
Coordinators 4.4d
Field Work 4.0d
Incomplete 1.7d (excluded)
Billing 12.0d
✓ SLA Met
Dispatch
0.1 days
Coordinators
4.4 days
Over SLA
Field Work
4.0 days
Over SLA
Incomplete (excluded from total)
1.7 days
Billing
12.0 days
Over SLA
Created: Aug 27, 2025 Due: Dec 19, 2025 Completed: Sep 23, 2025 (87 days early)
📅
18.0 days Total Age
⏱️
7.0d in Billing Review Longest Stage
🔄
10 transitions Status Changes
⚠️
14.4d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
22 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 Derick Velazquez — scheduling delays attributed to technician, not coordinators
Visit 1 Sep 2, 2025
Visit 2 Sep 3, 2025
Visit 3 Sep 4, 2025
Visit 4 Sep 5, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00522689
URGENT Philips WO Request
Closed
Inventory/Prep/Build out arms/AP/Label Cables
Priority
Standard
Origin
Email
Reason
New Case
Contact
N/A
Owner
Shelby Robinson
Created
Aug 27, 2025
Work Orders from this Case (2)
WO-01299947 Invoiced
Installation • Konstantin Barskiy
Created: Aug 27, 2025 • Closed: Sep 6, 2025
WO-01299949 (current) Invoiced
Installation • Derick Velazquez
Created: Aug 27, 2025 • Closed: Sep 22, 2025
Completed with significant delays
Invoiced • 189 days old
🚨
Primary Delay 7.0 days stuck in "Billing Review"
⏱️
Total Delay 14.4 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
4.4d / 2.0d SLA
Tech On Site
3.0d / 1.0d SLA
Completed
1.0d / 1.0d SLA
Closed
5.0d / 1.0d SLA
Billing Review
7.0d / 2.0d SLA
WO Correction Needed
2.0d
Incomplete
1.7d
Ready to Bill
3.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
08/27/2025 ALuman - dispatch to Derick Velazquez for additional online resource for install project per Fady
🔧 Work Performed
installation
🔍 Technician Findings
installation
⚠️ Problem Description
3rd Party Resource Request Form - 2 Resource(s) PSA project name: Providence Everett 7N Resource Request number: RR-0319474 Site Name: Providence Regional Medical Center Site Address: 14th St 1820 Everett, Washington 98201 Service District HPMW01-1 Project Scope: Add new surveillance and overviews to CPU, add 32 MX 40's. Notes: Inventory/Prep/Build out arms/AP/Label Cables Vendor Credentialing: Vendormate Scheduled Start: 19 Aug 2025 08:00 AM Scheduled End: 19 Dec 2025 Contacts Email: Phone: Project Manager: Travis Merkel travis.merkel@philips.com (206) 771-0847 Lead TC/FSE: Tijan Sonko Tijan.Sonko@philips.com District Manager: Steve McKinley steve.mckinley@philips.com (425) 375-3958 Site Contact: Tom Markham tom.markham@providence.org 360-421-9776 SO or SMA/SES # SO/SMA/SES Description Bundled VAS 6600749232 Patient Information Center iX Expand [X] [X] Resources Requested Skillset Names(s) & Scheduled Dates (if applicable) Resource slot #1 Intermediate Resource slot #2 Intermediate
📄 Description
Philips Installation (EBS Group)
📞 Call Description
Cabling & Installation Request

Timeline

📞
Case Linked Aug 27, 3:15 PM
Case Number: 00522689
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Aug 27, 3:35 PM
Work Order: WO-01299949
Type: Installation
Priority: PC
👷
▶
3 Technician Assigned Aug 27, 4:31 PM
Technician Assigned → Dispatch Scheduled → Status: Scheduled
📅
Dispatch Scheduled by Ashley Luman
Scheduled For: 2025-09-02T04:00:00.000+0000, 2025-09-02T00:00:00.000+0000, 2025-09-02T12:00:00.000+0000
🗓️
Status: Scheduled by Ashley Luman
From: Entered
To: Scheduled
Duration in Previous: 56m
💵
3x Expenses Added Aug 28, 1:49 PM
Type: Expenses
Status: Open
Qty: 1
⏳ 4.0 business days
🔧
Status: Tech On Site by Derick Velazquez Sep 3, 11:30 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 6d 18h
⏳ 2.6 business days
⏱️
2x Labor Added Sep 5, 4:52 AM
Type: Labor
Status: Open
Qty: 11, 2
✔️
Status: Completed by Derick Velazquez Sep 5, 6:02 AM
From: Tech On Site
To: Completed
Duration in Previous: 1d 18h
⏱️
13x Labor Added Sep 5, 6:14 AM
Type: Labor, Expenses
Status: Open
Qty: 0.5, 9, 10
⏱️
2x Labor Added Sep 5, 10:59 PM
Type: Labor
Status: Open
Qty: 12
💵
2x Expenses Added Sep 6, 2:50 PM
Type: Expenses
Status: Open
Qty: 1
🏁
Status: Closed by Derick Velazquez Sep 6, 3:15 PM
From: Completed
To: Closed
Duration in Previous: 1d 9h
⏳ 3.0 business days
💵
Status: Billing Review by Diana Cox Sep 10, 11:21 AM
From: Closed
To: Billing Review
Duration in Previous: 3d 20h
⚠️ 7.0 business days
✏️
Status: WO Correction Needed by Diana Cox Sep 18, 11:53 AM
From: Billing Review
To: WO Correction Needed
Duration in Previous: 8d 0h
⏳ 2.0 business days
⚠️
Status: Incomplete by Derick Velazquez Sep 19, 5:31 PM
From: WO Correction Needed
To: Incomplete
Duration in Previous: 1d 5h
⏳ 1.8 business days
🏁
Status: Closed by Derick Velazquez Sep 22, 11:17 PM
From: Incomplete
To: Closed
Duration in Previous: 3d 5h
⏳ 2.1 business days
📄
Status: Ready to Bill by Timothy Amburgey Sep 24, 8:57 AM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 9h
⏳ 2.5 business days
💰
Status: Invoiced by Josh Longway Sep 26, 4:01 AM
From: Ready to Bill
To: Invoiced
Duration in Previous: 1d 19h
⚠️ 8.0 business days
🧾
Invoice Created Oct 7, 9:39 AM
Invoice Number: SM-242115

Bottlenecks

Scheduled
Duration: 4.4 business days (threshold: 2.0 business days)
Exceeded by 2.4 business days
Tech On Site
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Billing Review
Duration: 7.0 business days (threshold: 2.0 business days)
Exceeded by 5.0 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00522689
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Installation
Branch
ERLA - PROD
Technician
Derick Velazquez
Scheduled
Sep 2, 8:00 AM
Created
Aug 27, 3:35 PM
Invoice #
SM-242115

Work Details (22)

Name Type Status Qty Amount Date
WL-02918566 Expenses Open 1 $886.68 Aug 28, 1:49 PM
WL-02918567 Expenses Open 1 $151.97 Aug 28, 1:49 PM
WL-02918568 Expenses Open 1 $178.82 Aug 28, 1:49 PM
WL-02926246 Labor Open 11 $1,045.00 Sep 5, 4:52 AM
WL-02926247 Labor Open 2 $0.00 Sep 5, 4:52 AM
WL-02926274 Labor Open 0.5 $95.00 Sep 5, 6:14 AM
WL-02926275 Labor Open 9 $945.00 Sep 5, 6:14 AM
WL-02926276 Labor Open 0.5 $95.00 Sep 5, 6:14 AM
WL-02926277 Labor Open 0.5 $95.00 Sep 5, 6:14 AM
WL-02926278 Labor Open 10 $1,050.00 Sep 5, 6:14 AM
WL-02926279 Labor Open 0.5 $95.00 Sep 5, 6:14 AM
WL-02926280 Expenses Open 1 $80.00 Sep 5, 6:14 AM
WL-02926281 Expenses Open 1 $80.00 Sep 5, 6:14 AM
WL-02926282 Expenses Open 1 $0.00 Sep 5, 6:14 AM
WL-02926283 Expenses Open 1 $55.00 Sep 5, 6:14 AM
WL-02926284 Expenses Open 1 $55.00 Sep 5, 6:14 AM
WL-02926285 Expenses Open 1 $55.00 Sep 5, 6:14 AM
WL-02926286 Expenses Open 1 $55.00 Sep 5, 6:14 AM
WL-02927451 Labor Open 12 $1,140.00 Sep 5, 10:59 PM
WL-02927452 Labor Open 2 $0.00 Sep 5, 10:59 PM
WL-02927652 Expenses Open 1 $178.82 Sep 6, 2:50 PM
WL-02927653 Expenses Open 1 $183.47 Sep 6, 2:50 PM

Details