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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01300118 ↗ ServiceMax

PHILIPS HEALTHCARE • Installation • PC

📍 Sanford Fargo Medical Center — 5225 23rd Ave S, Fargo ND, 58104

Aug 28, 2025 → Sep 6, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Sep 19, 2025
✓ SLA Met (10 biz days early)
Active: 5 biz days
🕐 Clock stopped: Tech Off Site (Sep 7, 2025)
▶ Clock Running
Status: Created
Aug 28 → Aug 28, 2025
0 business days (counted)
Running total: 0 of ? biz days used
3d
▶ Clock Running
Status: Scheduled
Aug 28 → Sep 3, 2025
3 business days (counted)
Running total: 3 of ? biz days used
2d
▶ Clock Running
Status: Tech On Site
Sep 3 → Sep 7, 2025
2 business days (counted)
Running total: 5 of ? biz days used
Created: Aug 28, 2025 Tech Off Site: Sep 7, 2025
Show SLA Clock Detail (3 periods)
Period Status Clock Biz Days Running Total
Aug 28 → Aug 28 Created ▶ Running 0 0
Aug 28 → Sep 3 Scheduled ▶ Running 3 3
Sep 3 → Sep 7 Tech On Site ▶ Running 2 5
Dispatch 0.2d
Coordinators 4.0d
Field Work 3.0d
Billing 3.0d
✓ SLA Met
Dispatch
0.2 days
Coordinators
4.0 days
Over SLA
Field Work
3.0 days
Over SLA
Billing
3.0 days
Over SLA
Created: Aug 28, 2025 Due: Sep 19, 2025 Completed: Sep 7, 2025 (12 days early)
📅
6.0 days Total Age
⏱️
4.0d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
8.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
31 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 Israel Martell — 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 #00522842
URGENT Philips WO Request
Closed
Mon/Fri Travel-Multi Dept Monitor/X2/X3 upgrades@3 Fargo sites: SanfordMCFargo, South U & Broadway. Order of hosp/units units TBD. Need working support tool & know how to upgrade/clone monitors independently.
Priority
Standard
Origin
Email
Reason
New Case
Contact
N/A
Owner
Shelby Robinson
Created
Aug 28, 2025
Work Orders from this Case (1)
WO-01300118 (current) Invoiced
Installation • Israel Martell
Created: Aug 28, 2025 • Closed: Sep 6, 2025
Completed with minor delays
Invoiced • 188 days old
🚨
Primary Delay 4.0 days stuck in "Scheduled"
⏱️
Total Delay 8.0 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.2d / 0.5d SLA
Scheduled
4.0d / 2.0d SLA
Tech On Site
3.0d / 1.0d SLA
Tech Off Site
0.0d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Billing Review
0.0d / 2.0d SLA
Ready to Bill
3.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
9/03/2025 - IM - Software updates
🔍 Technician Findings
9/03/2025 - IM - Software updates
⚠️ Problem Description
Mon/Fri Travel-Multi Dept Monitor/X2/X3 upgrades@3 Fargo sites: SanfordMCFargo, South U & Broadway. Order of hosp/units units TBD. Need working support tool & know how to upgrade/clone monitors independently. 3rd Party Resource Request Form - 3 Resource(s) PSA project name: ND: Sanford Fargo (3 sites) Mon/MX40/Fetal Upgrades (SES 43274615) Resource Request number: RR-0322615 Site Name: Sanford Medical Center Fargo Delivery Address: 5225 23rd Ave S Fargo, North Dakota 58104 Installation Address: Additional deployment addresses: Sanford South University Medical Center 1720 University Drive S., Fargo, ND 58103 Sanford Broadway Medical Center 801 Broadway N Fargo, ND 58102 Service District HPMW09-1 Project Scope: Mon/Fri Travel-Multi Dept Monitor/X2/X3 upgrades@3 Fargo sites: SanfordMCFargo, South U & Broadway. Order of hosp/units units TBD. Need working support tool & know how to upgrade/clone monitors independently. Notes: Vendor Credentialing: Sec3ure (Reptrax) Scheduled Start: 11 Aug 2025 08:00 AM Scheduled End: 05 Sep 2025 Contacts Email: Phone: Project Manager: Marty Oliver marty.oliver@philips.com (720) 538-2167 Lead TC/FSE: Martin Boegel martin.boegel@philips.com (303) 304-3135 District Manager: Cathy Horton cathy.horton@philips.com (615) 418-8992 Site Contact: Tricia Erstad tricia.erstad@sanfordhealth.org (701) 234-3414 SO or SMA/SES # SO/SMA/SES Description Bundled VAS 43274615 SES-Bedside Upgrades [X] Resources Requested Skillset Names(s) & Scheduled Dates (if applicable) Resource slot #1 Intermediate Resource slot #2 Intermediate Resource slot #3 Intermediate
📄 Description
Philips Installation (EBS Group)
📞 Call Description
Cabling & Installation Request

Timeline

📞
Case Linked Aug 28, 9:56 AM
Case Number: 00522842
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Aug 28, 10:24 AM
Work Order: WO-01300118
Type: Installation
Priority: PC
📅
▶
3 Dispatch Scheduled Aug 28, 11:59 AM
Dispatch Scheduled → Technician Assigned → Status: Scheduled
👷
Technician Assigned by Rebecca Arnold
Technician: Israel Martell
🗓️
Status: Scheduled by Rebecca Arnold
From: Entered
To: Scheduled
Duration in Previous: 1h 35m
💵
5x Expenses Added Aug 28, 12:35 PM
Type: Expenses
Status: Open
Qty: 1
⏳ 4.0 business days
🔧
Status: Tech On Site by Israel Martell Sep 3, 11:07 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 23h
⏱️
Labor Added Sep 3, 11:23 AM
Type: Labor
Status: Open
Qty: 0.5
⏱️
▶
2 4x Labor Added Sep 3, 11:29 AM
4x Labor Added → Expenses Added
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
⏱️
▶
2 Labor Added Sep 3, 3:31 PM
Labor Added → Labor Added
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 0.5
⏱️
▶
2 2x Labor Added Sep 4, 10:16 AM
2x Labor Added → 2x Expenses Added
💵
2x Expenses Added
Type: Expenses
Status: Open
Qty: 1
💵
▶
2 Expenses Added Sep 4, 11:30 AM
Expenses Added → Expenses Added
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
⏳ 2.0 business days
🚗
Status: Tech Off Site by Israel Martell Sep 6, 10:34 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 3d 11h
⏱️
Labor Added Sep 6, 10:56 PM
Type: Labor
Status: Open
Qty: 0.5
⏱️
▶
2 3x Labor Added Sep 6, 11:05 PM
3x Labor Added → Expenses Added
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
💵
4x Expenses Added Sep 6, 11:17 PM
Type: Expenses
Status: Open
Qty: 1
✔️
▶
2 Status: Completed Sep 6, 11:35 PM
Status: Completed → 2x Expenses Added
💵
2x Expenses Added
Type: Expenses
Status: Open
Qty: 1
💵
Expenses Added Sep 6, 11:41 PM
Type: Expenses
Status: Open
Qty: 1
🏁
Status: Closed by Israel Martell Sep 6, 11:56 PM
From: Completed
To: Closed
Duration in Previous: 20m
⏳ 3.0 business days
💵
Status: Billing Review by Diana Cox Sep 10, 11:21 AM
From: Closed
To: Billing Review
Duration in Previous: 3d 11h
📄
Status: Ready to Bill by Diana Cox Sep 10, 11:44 AM
From: Billing Review
To: Ready to Bill
Duration in Previous: 22m
⏳ 2.5 business days
💰
Status: Invoiced by Josh Longway Sep 12, 4:01 AM
From: Ready to Bill
To: Invoiced
Duration in Previous: 1d 16h
⏳ 2.0 business days
🧾
Invoice Created Sep 15, 11:02 AM
Invoice Number: SM-240792

Bottlenecks

Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 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
Ready to Bill
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00522842
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Installation
Branch
ERLA - PROD
Technician
Israel Martell
Scheduled
Sep 2, 8:00 AM
Created
Aug 28, 10:24 AM
Invoice #
SM-240792

Work Details (31)

Name Type Status Qty Amount Date
WL-02918466 Expenses Open 1 $0.00 Aug 28, 12:35 PM
WL-02918467 Expenses Open 1 $0.00 Aug 28, 12:35 PM
WL-02918468 Expenses Open 1 $0.00 Aug 28, 12:35 PM
WL-02918469 Expenses Open 1 $0.00 Aug 28, 12:35 PM
WL-02918470 Expenses Open 1 $0.00 Aug 28, 12:35 PM
WL-02923494 Labor Open 0.5 $0.00 Sep 3, 11:23 AM
WL-02923503 Labor Open 1 $0.00 Sep 3, 11:29 AM
WL-02923504 Labor Open 10.5 $0.00 Sep 3, 11:29 AM
WL-02923505 Labor Open 0.5 $0.00 Sep 3, 11:29 AM
WL-02923506 Labor Open 2 $0.00 Sep 3, 11:29 AM
WL-02923511 Expenses Open 1 $0.00 Sep 3, 11:31 AM
WL-02923864 Labor Open 9 $900.00 Sep 3, 3:31 PM
WL-02923870 Labor Open 0.5 $3,100.00 Sep 3, 3:35 PM
WL-02924821 Labor Open 0.5 $0.00 Sep 4, 10:16 AM
WL-02924822 Labor Open 9 $990.00 Sep 4, 10:16 AM
WL-02924823 Expenses Open 1 $0.00 Sep 4, 10:18 AM
WL-02924824 Expenses Open 1 $0.00 Sep 4, 10:18 AM
WL-02924931 Expenses Open 1 $0.00 Sep 4, 11:30 AM
WL-02924935 Expenses Open 1 $0.00 Sep 4, 11:31 AM
WL-02927715 Labor Open 0.5 $3,410.00 Sep 6, 10:56 PM
WL-02927717 Labor Open 1 $0.00 Sep 6, 11:05 PM
WL-02927716 Labor Open 1 $0.00 Sep 6, 11:05 PM
WL-02927718 Labor Open 11 $0.00 Sep 6, 11:05 PM
WL-02927719 Expenses Open 1 $0.00 Sep 6, 11:07 PM
WL-02927721 Expenses Open 1 $0.00 Sep 6, 11:17 PM
WL-02927720 Expenses Open 1 $0.00 Sep 6, 11:17 PM
WL-02927723 Expenses Open 1 $0.00 Sep 6, 11:17 PM
WL-02927722 Expenses Open 1 $0.00 Sep 6, 11:17 PM
WL-02927729 Expenses Open 1 $0.00 Sep 6, 11:40 PM
WL-02927730 Expenses Open 1 $0.00 Sep 6, 11:40 PM
WL-02927731 Expenses Open 1 $0.00 Sep 6, 11:41 PM

Details