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← WO Overview

WO-01304145 ↗ ServiceMax

PHILIPS HEALTHCARE • Training • PC

📍 Davon Cox Trunk Stock — 2970 W 24th St Apt 12P, Brooklyn NY, 11224

Sep 12, 2025 → Sep 12, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Sep 13, 2025
✓ SLA Met
Active: 0 biz days
🕐 Clock stopped: Completed (Sep 12, 2025)
0d
▶ Clock Running
Status: Created
Sep 12 → Sep 12, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Sep 12 → Sep 12, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Scheduled
Sep 12 → Sep 12, 2025
0 business days (counted)
Running total: 0 of ? biz days used
0d
▶ Clock Running
Status: Tech On Site
Sep 12 → Sep 12, 2025
0 business days (counted)
Running total: 0 of ? biz days used
Created: Sep 12, 2025 Completed: Sep 12, 2025
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Sep 12 → Sep 12 Created ▶ Running 0 0
Sep 12 → Sep 12 Assigned ▶ Running 0 0
Sep 12 → Sep 12 Scheduled ▶ Running 0 0
Sep 12 → Sep 12 Tech On Site ▶ Running 0 0
Dispatch 0.2d
Coordinators 0.0d
Field Work 0.2d
Billing 0.0d
✓ SLA Met
Dispatch
0.2 days
Coordinators
0.0 days
Field Work
0.2 days
Billing
0.0 days
Created: Sep 12, 2025 Due: Sep 13, 2025 Completed: Sep 12, 2025 (1 days early)
📅
0.4 days Total Age
⏱️
31.6d in Closed Longest Stage
🔄
6 transitions Status Changes
⚠️
30.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
10 lines Work Details
🚩
5 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚨
5 On-Site Visits
5 on-site visits — critical red flag: repeated failure to resolve
👤 Self-scheduled by Davon Cox — scheduling delays attributed to technician, not coordinators
Visit 1 Sep 8, 2025
Visit 2 Sep 9, 2025
Visit 3 Sep 10, 2025
Visit 4 Sep 11, 2025
Visit 5 Sep 12, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00526766
URGENT Philips WO Request
Closed
Priority
Standard
Origin
Email
Reason
New Case
Contact
EMSAR EMSAR
Owner
John Rolston
Created
Sep 12, 2025
Work Orders from this Case (2)
WO-01304145 (current) Invoiced
Training • Davon Cox
Created: Sep 12, 2025 • Closed: Sep 12, 2025
WO-01304146 Invoiced
Training • Davon Cox
Created: Sep 12, 2025 • Closed: Sep 19, 2025
Completed with significant delays
Invoiced • 173 days old
🚨
Primary Delay 31.6 days stuck in "Closed"
⏱️
Total Delay 30.6 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
0.0d / 2.0d SLA
Tech On Site
0.2d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
31.6d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
EMSAR NEW HIRE TRAINING WEEK-1
🔍 Technician Findings
EMSAR NEW HIRE TRAINING WEEK-1
⚠️ Problem Description
Needing 2 NB Training WOs. Please create 1 with a Due Date of this week, and 1 with a Due Date for next week.

Timeline

📞
Case Linked Sep 12, 11:20 AM
Case Number: 00526766
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Sep 12, 12:01 PM
Work Order: WO-01304145
Type: Training
Priority: PC
👷
▶
3 Technician Assigned Sep 12, 1:21 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Mandy Newman
From: Entered, Assigned
To: Assigned, Scheduled
Duration in Previous: 1h 19m, 0m
📅
Dispatch Scheduled by Mandy Newman
Scheduled For: 2025-09-08T12:00:00.000+0000
🔧
Status: Tech On Site by Davon Cox Sep 12, 1:35 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 13m
⏱️
2x Labor Added Sep 12, 2:27 PM
Type: Labor
Status: Open
Qty: 3, 5.5
⏱️
▶
3 2x Labor Added Sep 12, 3:00 PM
2x Labor Added → 2x Labor Added → 2x Labor Added
⏱️
2x Labor Added
Type: Labor
Status: Open
Qty: 4, 5.5
⏱️
2x Labor Added
Type: Labor
Status: Open
Qty: 5.5, 4
⏱️
Labor Added Sep 12, 3:06 PM
Type: Labor
Status: Open
Qty: 4
⏱️
Labor Added Sep 12, 3:12 PM
Type: Labor
Status: Open
Qty: 3
✔️
▶
2 Status: Completed Sep 12, 3:17 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Davon Cox
From: Completed
To: Closed
Duration in Previous: 3m
🚨 32.0 business days
📄
▶
2 Status: Ready to Bill Oct 28, 8:39 AM
Status: Ready to Bill → Status: Invoice Pending
📨
Status: Invoice Pending by Timothy Amburgey
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 3m, 0m
⏳ 2.0 business days
🧾
Invoice Created Oct 29, 2:40 PM
Invoice Number: SM-244881

Bottlenecks

Closed
Duration: 31.6 business days (threshold: 1.0 business days)
Exceeded by 30.6 business days

🔗 Related Artifacts

📞
Case 00526766
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Training
Branch
ERLA - PROD
Technician
Davon Cox
Scheduled
Sep 8, 8:00 AM
Created
Sep 12, 12:01 PM
Invoice #
SM-244881

Work Details (10)

Name Type Status Qty Amount Date
WL-02934273 Labor Open 3 $0.00 Sep 12, 2:27 PM
WL-02934274 Labor Open 5.5 $0.00 Sep 12, 2:27 PM
WL-02934363 Labor Open 5.5 $0.00 Sep 12, 3:00 PM
WL-02934362 Labor Open 4 $0.00 Sep 12, 3:00 PM
WL-02934364 Labor Open 4 $0.00 Sep 12, 3:02 PM
WL-02934365 Labor Open 5.5 $0.00 Sep 12, 3:02 PM
WL-02934368 Labor Open 5.5 $0.00 Sep 12, 3:04 PM
WL-02934367 Labor Open 4 $0.00 Sep 12, 3:04 PM
WL-02934370 Labor Open 4 $0.00 Sep 12, 3:06 PM
WL-02934387 Labor Open 3 $0.00 Sep 12, 3:12 PM

Details