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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01307569 ↗ ServiceMax

PHILIPS HEALTHCARE • Repair • PC

📍 Grady Memorial Hospital — 80 Jesse Hill Jr Dr SE, Atlanta GA, 30303

Oct 2, 2025 → Nov 7, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Oct 16, 2025
✗ SLA Missed (16 biz days late)
Active: 25 biz days
🕐 Clock stopped: Completed (Nov 8, 2025)
▶ Clock Running
Status: Created
Oct 2 → Oct 3, 2025
1 business day (counted)
Running total: 1 of ? biz days used
5d
▶ Clock Running
Status: Assigned
Oct 3 → Oct 10, 2025
5 business days (counted)
Running total: 6 of ? biz days used
11d
▶ Clock Running
Status: Scheduled
Oct 10 → Oct 28, 2025
11 business days (counted)
Running total: 17 of ? biz days used
8d
▶ Clock Running
Status: Assigned
Oct 28 → Nov 7, 2025
8 business days (counted)
Running total: 25 of ? biz days used
▶ Clock Running
Status: Scheduled
Nov 7 → Nov 7, 2025
0 business days (counted)
Running total: 25 of ? biz days used
▶ Clock Running
Status: Tech On Site
Nov 7 → Nov 8, 2025
0 business days (counted)
Running total: 25 of ? biz days used
Created: Oct 2, 2025 Completed: Nov 8, 2025
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Oct 2 → Oct 3 Created ▶ Running 1 1
Oct 3 → Oct 10 Assigned ▶ Running 5 6
Oct 10 → Oct 28 Scheduled ▶ Running 11 17
Oct 28 → Nov 7 Assigned ▶ Running 8 25
Nov 7 → Nov 7 Scheduled ▶ Running 0 25
Nov 7 → Nov 8 Tech On Site ▶ Running 0 25
Dispatch 1.4d
Coordinators 27.2d
Field Work 0.2d
Billing 1.3d
✗ SLA Missed
Dispatch
1.4 days
Over SLA
Coordinators
27.2 days
Over SLA
Field Work
0.2 days
Billing
1.3 days
Over SLA
Created: Oct 2, 2025 Due: Oct 16, 2025 Completed: Nov 8, 2025 (22 days late)
📅
25.4 days Total Age
⏱️
12.0d in Scheduled Longest Stage
🔄
9 transitions Status Changes
⚠️
25.2d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00532582
URGENT Philips WO Request
Closed
Device failed Air Flow Accuracy Test
Priority
High
Origin
Email
Reason
New Case
Contact
Clement Tabe
Owner
Kimberly Hardison
Created
Oct 2, 2025
Work Orders from this Case (2)
WO-01307569 (current) Invoiced
Repair • Nkosi Wilson
Created: Oct 2, 2025 • Closed: Nov 7, 2025
WO-01307570 Invoiced
Repair • Nkosi Wilson
Created: Oct 2, 2025 • Closed: Oct 11, 2025
Completed with significant delays
Invoiced • 153 days old
🚨
Primary Delay 12.0 days stuck in "Scheduled"
⏱️
Total Delay 25.2 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
1.4d / 0.5d SLA
Assigned
15.0d / 0.5d SLA
Scheduled
12.2d / 2.0d SLA
Tech On Site
0.2d / 1.0d SLA
Closed
1.0d / 1.0d SLA
07e-Partial Project
3.0d
Ready to Bill
1.3d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10/28/2025 EMartin rcvd email from Clement "This is device is within the hospital . but cannot be located. I will inform you when found . can you send me a report to close it at this time " Fady replied asking to cancel service at this time until device can be located 

10/10/2025 EMartin dispatching to FSE per request

10/03/2025 EMartin FSE working with POC on devices 

🔧 Work Performed
Device failed Air Flow Accuracy Test
🔍 Technician Findings
Device failed Air Flow Accuracy Test
⚠️ Problem Description
Device failed Air Flow Accuracy Test
📄 Description
V60 Ventilator
📞 Call Description
Repair - Trade

Timeline

📞
Case Linked Oct 2, 4:07 PM
Case Number: 00532582
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Oct 2, 4:44 PM
Work Order: WO-01307569
Type: Repair
Priority: PC
👷
▶
2 Technician Assigned Oct 3, 11:14 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Erin Martin
From: Entered
To: Assigned
Duration in Previous: 18h 29m
⚠️ 6.0 business days
🗓️
▶
2 Status: Scheduled Oct 10, 10:35 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Erin Martin
Scheduled For: 2025-10-20T12:00:00.000+0000
🚨 12.0 business days
👷
Status: Assigned by Erin Martin Oct 28, 11:23 AM
From: Scheduled
To: Assigned
Duration in Previous: 18d 0h
⚠️ 9.0 business days
📅
▶
2 Dispatch Scheduled Nov 7, 3:27 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Cristina Everetts
From: Assigned
To: Scheduled
Duration in Previous: 10d 5h
🔧
Status: Tech On Site by Nkosi Wilson Nov 7, 5:06 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 1h 39m
⏱️
▶
2 2x Labor Added Nov 7, 9:49 PM
2x Labor Added → Status: Completed
✔️
Status: Completed by Nkosi Wilson
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 4h 42m, 0m
⏳ 1.3 business days
⏱️
Labor Added Nov 10, 10:29 AM
Type: Labor
Status: Open
Qty: 0.016666666666667
📋
Status: 07e-Partial Project by Timothy Amburgey Nov 10, 10:40 AM
From: Closed
To: 07e-Partial Project
Duration in Previous: 2d 12h
⏳ 3.0 business days
📄
Status: Ready to Bill by Timothy Amburgey Nov 13, 4:34 PM
From: 07e-Partial Project
To: Ready to Bill
Duration in Previous: 3d 5h
💰
Status: Invoiced by Josh Longway Nov 14, 4:01 AM
From: Ready to Bill
To: Invoiced
Duration in Previous: 11h 26m
⏳ 3.0 business days
🧾
Invoice Created Nov 18, 3:49 PM
Invoice Number: SM-246568

Bottlenecks

Entered
Duration: 1.4 business days (threshold: 4.0 business hours)
Exceeded by 7.3 business hours
Assigned
Duration: 6.0 business days (threshold: 4.0 business hours)
Exceeded by 5.5 business days
Scheduled
Duration: 12.0 business days (threshold: 2.0 business days)
Exceeded by 10.0 business days
Assigned
Duration: 9.0 business days (threshold: 4.0 business hours)
Exceeded by 8.5 business days
Ready to Bill
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.4 business hours

🔗 Related Artifacts

📞
Case 00532582
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Repair
Branch
ERLA - PROD
Technician
Nkosi Wilson
Scheduled
Nov 7, 8:00 AM
Created
Oct 2, 4:44 PM
Invoice #
SM-246568

Work Details (3)

Name Type Status Qty Amount Date
WL-03000871 Labor Open 1 $155.00 Nov 7, 9:49 PM
WL-03000872 Labor Open 2 $190.00 Nov 7, 9:49 PM
WL-03001928 Labor Open 0.016666666666667 $38.00 Nov 10, 10:29 AM

Details