Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01300198 ↗ ServiceMax

PHILIPS HEALTHCARE • Installation • PC

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

Aug 28, 2025 → Sep 5, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Sep 19, 2025
✓ SLA Met (10 biz days early)
Active: 5 biz days
🕐 Clock stopped: Completed (Sep 5, 2025)
▶ Clock Running
Status: Created
Aug 28 → Aug 28, 2025
0 business days (counted)
Running total: 0 of ? biz days used
5d
▶ Clock Running
Status: Scheduled
Aug 28 → Sep 5, 2025
5 business days (counted)
Running total: 5 of ? biz days used
Created: Aug 28, 2025 Completed: Sep 5, 2025
Show SLA Clock Detail (2 periods)
Period Status Clock Biz Days Running Total
Aug 28 → Aug 28 Created ▶ Running 0 0
Aug 28 → Sep 5 Scheduled ▶ Running 5 5
Dispatch 0.1d
Coordinators 5.6d
Field Work 0.0d
Billing 8.0d
✓ SLA Met
Dispatch
0.1 days
Coordinators
5.6 days
Over SLA
Field Work
0.0 days
Billing
8.0 days
Over SLA
Created: Aug 28, 2025 Due: Sep 19, 2025 Completed: Sep 5, 2025 (14 days early)
📅
5.8 days Total Age
⏱️
8.0d in Billing Review Longest Stage
🔄
6 transitions Status Changes
⚠️
11.9d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
18 lines Work Details
🚩
3 visits On-Site Trips
📋
Coordinator Scheduling
🚩
3 On-Site Visits
3 on-site visits — why were multiple trips needed?
Visit 1 Sep 2, 2025
Visit 2 Sep 3, 2025
Visit 3 Sep 4, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00522953
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-01300198 (current) Invoiced
Installation • April Nuovo
Created: Aug 28, 2025 • Closed: Sep 5, 2025
Completed with significant delays
Invoiced • 188 days old
🚨
Primary Delay 8.0 days stuck in "Billing Review"
⏱️
Total Delay 11.9 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
5.6d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
3.3d / 1.0d SLA
Billing Review
8.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

09/16/2025 DCox - Initial ASM review complete looking at number of hours and devices. Tim will need to ensure receipts match expense amounts and attach receipts and daily log to invoice.

09/15/25025 DCox - Fady confirmed via email that the total device count is 55 and he has updated the daily log sheet.

09/15/20256 DCox - escalated to Fady for ETA on resolution. Cannot bill until daily logs are attached and reconciled.

09/12/2025 DCox - number of devices on daily log is 47 and the number of devices listed as completed on the WO is 55. Please correct discrepancy.

09/10/2025 DCox Number of Devices on WO vs Daily Log Don't Match / need verification from Milton regarding meals.

🔧 Work Performed
Installation
🔍 Technician Findings
Installation
⚠️ 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, 1:45 PM
Case Number: 00522953
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Aug 28, 1:59 PM
Work Order: WO-01300198
Type: Installation
Priority: PC
👷
▶
4 Technician Assigned Aug 28, 2:51 PM
Technician Assigned → Dispatch Scheduled → Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Brandi Rodriguez
Scheduled For: 2025-09-02T05:00:00.000+0000, 2025-09-02T00:00:00.000+0000
🗓️
Status: Scheduled by Brandi Rodriguez
From: Entered
To: Scheduled
Duration in Previous: 51m
📅
Dispatch Scheduled by Brandi Rodriguez
Scheduled For: 2025-09-02T13:00:00.000+0000
💵
3x Expenses Added Aug 28, 5:08 PM
Type: Expenses
Status: Open
Qty: 1
⏳ 3.9 business days
⏱️
2x Labor Added Sep 3, 1:01 PM
Type: Labor
Status: Open
Qty: 10, 2
⏱️
2x Labor Added Sep 3, 4:08 PM
Type: Labor
Status: Open
Qty: 0.25, 9
⏳ 3.0 business days
⏱️
▶
2 4x Labor Added Sep 5, 8:11 AM
4x Labor Added → 4x Expenses Added
💵
4x Expenses Added
Type: Expenses
Status: Open
Qty: 1
💵
2x Expenses Added Sep 5, 2:00 PM
Type: Expenses
Status: Open
Qty: 1
💵
▶
3 Expenses Added Sep 5, 5:47 PM
Expenses Added → Status: Completed → Status: Closed
✔️
Status: Completed by April Nuovo
From: Scheduled
To: Completed
Duration in Previous: 8d 2h
🏁
Status: Closed by April Nuovo
From: Completed
To: Closed
Duration in Previous: 1m
⏳ 3.8 business days
💵
Status: Billing Review by Diana Cox Sep 10, 11:21 AM
From: Closed
To: Billing Review
Duration in Previous: 4d 17h
⚠️ 8.0 business days
🏁
Status: Closed by Diana Cox Sep 19, 9:01 AM
From: Billing Review
To: Closed
Duration in Previous: 8d 21h
📄
Status: Ready to Bill by Timothy Amburgey Sep 19, 9:07 AM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 5m, 0m
⏳ 1.0 business days
🧾
Invoice Created Sep 22, 12:07 AM
Invoice Number: SM-241550

Bottlenecks

Scheduled
Duration: 5.6 business days (threshold: 2.0 business days)
Exceeded by 3.6 business days
Closed
Duration: 3.3 business days (threshold: 1.0 business days)
Exceeded by 2.3 business days
Billing Review
Duration: 8.0 business days (threshold: 2.0 business days)
Exceeded by 6.0 business days

🔗 Related Artifacts

📞
Case 00522953
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Installation
Branch
ERLA - PROD
Technician
April Nuovo
Scheduled
Sep 2, 9:00 AM
Created
Aug 28, 1:59 PM
Invoice #
SM-241550

Work Details (18)

Name Type Status Qty Amount Date
WL-02918868 Expenses Open 1 $0.00 Aug 28, 5:08 PM
WL-02918869 Expenses Open 1 $0.00 Aug 28, 5:08 PM
WL-02918870 Expenses Open 1 $0.00 Aug 28, 5:08 PM
WL-02923622 Labor Open 10 $0.00 Sep 3, 1:01 PM
WL-02923623 Labor Open 2 $0.00 Sep 3, 1:01 PM
WL-02923924 Labor Open 0.25 $3,720.00 Sep 3, 4:08 PM
WL-02923925 Labor Open 9 $1,080.00 Sep 3, 4:08 PM
WL-02926321 Labor Open 0.25 $0.00 Sep 5, 8:11 AM
WL-02926322 Labor Open 0.25 $4,805.00 Sep 5, 8:11 AM
WL-02926323 Labor Open 5 $1,395.00 Sep 5, 8:11 AM
WL-02926324 Labor Open 11.5 $0.00 Sep 5, 8:11 AM
WL-02926325 Expenses Open 1 $0.00 Sep 5, 8:13 AM
WL-02926326 Expenses Open 1 $0.00 Sep 5, 8:13 AM
WL-02926327 Expenses Open 1 $0.00 Sep 5, 8:13 AM
WL-02926328 Expenses Open 1 $0.00 Sep 5, 8:13 AM
WL-02926711 Expenses Open 1 $0.00 Sep 5, 2:00 PM
WL-02926712 Expenses Open 1 $0.00 Sep 5, 2:00 PM
WL-02927130 Expenses Open 1 $0.00 Sep 5, 5:47 PM

Details