Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01308105 ↗ ServiceMax

PHILIPS HEALTHCARE • Training • PC

📍 Cleveland Training Academy - Philips — 595 Miner Road, Cleveland OH, 44143

Oct 7, 2025 → Oct 20, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Oct 18, 2025
✗ SLA Missed (1 biz days late)
Active: 8 biz days
🕐 Clock stopped: Completed (Oct 20, 2025)
▶ Clock Running
Status: Created
Oct 7 → Oct 7, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Oct 7 → Oct 7, 2025
0 business days (counted)
Running total: 0 of ? biz days used
8d
▶ Clock Running
Status: Scheduled
Oct 7 → Oct 20, 2025
8 business days (counted)
Running total: 8 of ? biz days used
▶ Clock Running
Status: Incomplete
Oct 20 → Oct 20, 2025
0 business days (counted)
Running total: 8 of ? biz days used
Created: Oct 7, 2025 Completed: Oct 20, 2025
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Oct 7 → Oct 7 Created ▶ Running 0 0
Oct 7 → Oct 7 Assigned ▶ Running 0 0
Oct 7 → Oct 20 Scheduled ▶ Running 8 8
Oct 20 → Oct 20 Incomplete ▶ Running 0 8
Dispatch 0.3d
Coordinators 8.6d
Incomplete 0.5d (excluded)
Billing 0.0d
✗ SLA Missed
Dispatch
0.3 days
Coordinators
8.6 days
Over SLA
Incomplete (excluded from total)
0.5 days
Billing
0.0 days
Created: Oct 7, 2025 Due: Oct 18, 2025 Completed: Oct 20, 2025 (1 days late)
📅
8.9 days Total Age
⏱️
8.6d in Scheduled Longest Stage
🔄
6 transitions Status Changes
⚠️
12.2d 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 Oct 13, 2025
Visit 2 Oct 14, 2025
Visit 3 Oct 15, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00533553
URGENT Philips WO Request
Closed
Classroom Training - EV300
Priority
High
Origin
Email
Reason
New Case
Contact
N/A
Owner
Shelby Robinson
Created
Oct 7, 2025
Work Orders from this Case (4)
WO-01308104 Invoiced
Training • Jason Yenser
Created: Oct 7, 2025 • Closed: Oct 18, 2025
WO-01308105 (current) Invoiced
Training • Shady Messak
Created: Oct 7, 2025 • Closed: Oct 20, 2025
WO-01308106 Invoiced
Training • Luis Iser
Created: Oct 7, 2025 • Closed: Oct 17, 2025
WO-01308107 Invoiced
Training • Samuel Biddie
Created: Oct 7, 2025 • Closed: Oct 16, 2025
Completed with significant delays
Invoiced • 148 days old
🚨
Primary Delay 8.6 days stuck in "Scheduled"
⏱️
Total Delay 12.2 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.3d / 0.5d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
8.6d / 2.0d SLA
Incomplete
0.5d
Closed
6.6d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
Cleveland Training Academy - Philips
⚠️ Problem Description
Classroom Training - Tempus
📞 Call Description
Classroom Training

Timeline

📞
Case Linked Oct 7, 12:10 PM
Case Number: 00533553
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Oct 7, 12:49 PM
Work Order: WO-01308105
Type: Training
Priority: PC
👷
▶
4 Technician Assigned Oct 7, 3:21 PM
Technician Assigned → Status: Assigned → Status: Scheduled → Dispatch Scheduled
👷
Status: Assigned by Mandy Newman
From: Entered
To: Assigned
Duration in Previous: 2h 32m
🗓️
Status: Scheduled by Mandy Newman
From: Assigned
To: Scheduled
Duration in Previous: 1m
📅
Dispatch Scheduled by Mandy Newman
Scheduled For: 2025-10-13T12:00:00.000+0000
💵
2x Expenses Added Oct 8, 10:08 AM
Type: Expenses
Status: Open
Qty: 1
⏳ 4.0 business days
⏱️
▶
3 7x Labor Added Oct 14, 7:00 PM
7x Labor Added → Expenses Added → Expenses Added
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
⏳ 2.6 business days
⏱️
5x Labor Added Oct 16, 6:21 PM
Type: Labor, Expenses
Status: Open
Qty: 0.5, 8, 1
💵
Expenses Added Oct 17, 12:23 PM
Type: Expenses
Status: Open
Qty: 1
⏳ 2.0 business days
⚠️
Status: Incomplete by Sean Currie Oct 20, 10:52 AM
From: Scheduled
To: Incomplete
Duration in Previous: 12d 19h
💵
▶
2 Expenses Added Oct 20, 2:59 PM
Expenses Added → Status: Completed
✔️
Status: Completed by Sean Currie
From: Incomplete, Completed
To: Completed, Closed
Duration in Previous: 4h 8m, 0m
⚠️ 7.0 business days
📄
Status: Ready to Bill by Timothy Amburgey Oct 28, 8:38 AM
From: Closed
To: Ready to Bill
Duration in Previous: 7d 17h
📨
Status: Invoice Pending by Timothy Amburgey Oct 28, 8:46 AM
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 8m, 0m
⚠️ 9.0 business days
🧾
Invoice Created Nov 9, 7:59 PM
Invoice Number: SM-244893

Bottlenecks

Scheduled
Duration: 8.6 business days (threshold: 2.0 business days)
Exceeded by 6.6 business days
Closed
Duration: 6.6 business days (threshold: 1.0 business days)
Exceeded by 5.6 business days

🔗 Related Artifacts

📞
Case 00533553
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Training
Branch
ERLA - PROD
Technician
Shady Messak
Scheduled
Oct 13, 8:00 AM
Created
Oct 7, 12:49 PM
Invoice #
SM-244893

Work Details (18)

Name Type Status Qty Amount Date
WL-02963121 Expenses Open 1 $0.00 Oct 8, 10:08 AM
WL-02963123 Expenses Open 1 $0.00 Oct 8, 10:08 AM
WL-02970630 Labor Open 1 $0.00 Oct 14, 7:00 PM
WL-02970631 Labor Open 2.5 $0.00 Oct 14, 7:00 PM
WL-02970632 Labor Open 6 $0.00 Oct 14, 7:00 PM
WL-02970633 Labor Open 0.5 $0.00 Oct 14, 7:00 PM
WL-02970634 Labor Open 8 $0.00 Oct 14, 7:00 PM
WL-02970635 Labor Open 0.5 $0.00 Oct 14, 7:00 PM
WL-02970636 Travel Open 67 $0.00 Oct 14, 7:00 PM
WL-02970639 Expenses Open 1 $0.00 Oct 14, 7:03 PM
WL-02970641 Expenses Open 1 $0.00 Oct 14, 7:05 PM
WL-02973584 Labor Open 0.5 $0.00 Oct 16, 6:21 PM
WL-02973585 Labor Open 8 $0.00 Oct 16, 6:21 PM
WL-02973586 Labor Open 1 $0.00 Oct 16, 6:21 PM
WL-02973587 Labor Open 5 $0.00 Oct 16, 6:21 PM
WL-02973588 Expenses Open 1 $0.00 Oct 16, 6:21 PM
WL-02974401 Expenses Open 1 $0.00 Oct 17, 12:23 PM
WL-02977130 Expenses Open 1 $0.00 Oct 20, 2:59 PM

Details