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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01308107 ↗ ServiceMax

PHILIPS HEALTHCARE • Training • PC

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

Oct 7, 2025 → Oct 16, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Oct 18, 2025
✓ SLA Met (1 biz days early)
Active: 6 biz days
🕐 Clock stopped: Completed (Oct 16, 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
4d
▶ Clock Running
Status: Scheduled
Oct 7 → Oct 14, 2025
4 business days (counted)
Running total: 4 of ? biz days used
2d
▶ Clock Running
Status: Tech On Site
Oct 14 → Oct 16, 2025
2 business days (counted)
Running total: 6 of ? biz days used
Created: Oct 7, 2025 Completed: Oct 16, 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 14 Scheduled ▶ Running 4 4
Oct 14 → Oct 16 Tech On Site ▶ Running 2 6
Dispatch 0.3d
Coordinators 4.6d
Field Work 3.2d
Billing 0.0d
✓ SLA Met
Dispatch
0.3 days
Coordinators
4.6 days
Over SLA
Field Work
3.2 days
Over SLA
Billing
0.0 days
Created: Oct 7, 2025 Due: Oct 18, 2025 Completed: Oct 16, 2025 (2 days early)
📅
6.9 days Total Age
⏱️
9.0d in Closed Longest Stage
🔄
6 transitions Status Changes
⚠️
12.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
19 lines Work Details
🚩
3 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
3 On-Site Visits
3 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Samuel Biddie — scheduling delays attributed to technician, not coordinators
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 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 (current) Invoiced
Training • Samuel Biddie
Created: Oct 7, 2025 • Closed: Oct 16, 2025
Completed with significant delays
Invoiced • 148 days old
🚨
Primary Delay 9.0 days stuck in "Closed"
⏱️
Total Delay 12.6 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
Scheduled
4.6d / 2.0d SLA
Tech On Site
3.0d / 1.0d SLA
Completed
0.2d / 1.0d SLA
Closed
9.0d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
Classroom Training - Tempus
🔍 Technician Findings
Tempus training needed
⚠️ 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, 12:50 PM
Work Order: WO-01308107
Type: Training
Priority: PC
👷
▶
3 Technician Assigned Oct 7, 3:24 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Mandy Newman
From: Entered, Assigned
To: Assigned, Scheduled
Duration in Previous: 2h 34m, 0m
📅
Dispatch Scheduled by Mandy Newman
Scheduled For: 2025-10-13T12:00:00.000+0000
⏳ 4.9 business days
⏱️
2x Labor Added Oct 14, 6:49 AM
Type: Labor, Travel
Status: Open
Qty: 9, 33
💵
5x Expenses Added Oct 14, 6:56 AM
Type: Expenses
Status: Open
Qty: 1
🔧
Status: Tech On Site by Samuel Biddie Oct 14, 9:01 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 6d 17h
⏱️
▶
2 3x Labor Added Oct 14, 6:59 PM
3x Labor Added → Labor Added
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 4
💵
Expenses Added Oct 15, 7:35 AM
Type: Expenses
Status: Open
Qty: 1
⏳ 2.0 business days
✔️
▶
2 Status: Completed Oct 16, 9:54 AM
Status: Completed → 5x Labor Added
⏱️
5x Labor Added
Type: Labor, Expenses, Travel
Status: Open
Qty: 4, 2.5, 9, 1, 33
💵
2x Expenses Added Oct 16, 10:56 AM
Type: Expenses
Status: Open
Qty: 1
🏁
Status: Closed by Samuel Biddie Oct 16, 11:06 AM
From: Completed
To: Closed
Duration in Previous: 1h 12m
⚠️ 9.0 business days
📄
Status: Ready to Bill by Timothy Amburgey Oct 28, 8:38 AM
From: Closed
To: Ready to Bill
Duration in Previous: 11d 21h
📨
Status: Invoice Pending by Timothy Amburgey Oct 28, 8:50 AM
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 12m, 0m
⏳ 2.0 business days
🧾
Invoice Created Oct 29, 2:40 PM
Invoice Number: SM-244895

Bottlenecks

Scheduled
Duration: 4.6 business days (threshold: 2.0 business days)
Exceeded by 2.6 business days
Tech On Site
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Closed
Duration: 9.0 business days (threshold: 1.0 business days)
Exceeded by 8.0 business days

🔗 Related Artifacts

📞
Case 00533553
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Training
Branch
ERLA - PROD
Technician
Samuel Biddie
Scheduled
Oct 13, 8:00 AM
Created
Oct 7, 12:50 PM
Invoice #
SM-244895

Work Details (19)

Name Type Status Qty Amount Date
WL-02969475 Labor Open 9 $0.00 Oct 14, 6:49 AM
WL-02969476 Travel Open 33 $0.00 Oct 14, 6:49 AM
WL-02969477 Expenses Open 1 $0.00 Oct 14, 6:56 AM
WL-02969478 Expenses Open 1 $0.00 Oct 14, 6:56 AM
WL-02969479 Expenses Open 1 $0.00 Oct 14, 6:56 AM
WL-02969480 Expenses Open 1 $0.00 Oct 14, 6:56 AM
WL-02969481 Expenses Open 1 $0.00 Oct 14, 6:56 AM
WL-02970623 Labor Open 4 $0.00 Oct 14, 6:59 PM
WL-02970625 Expenses Open 1 $0.00 Oct 14, 6:59 PM
WL-02970626 Expenses Open 1 $0.00 Oct 14, 6:59 PM
WL-02970637 Labor Open 4 $0.00 Oct 14, 7:02 PM
WL-02971099 Expenses Open 1 $0.00 Oct 15, 7:35 AM
WL-02972870 Labor Open 4 $0.00 Oct 16, 9:58 AM
WL-02972871 Labor Open 2.5 $0.00 Oct 16, 9:58 AM
WL-02972872 Labor Open 9 $0.00 Oct 16, 9:58 AM
WL-02972873 Expenses Open 1 $0.00 Oct 16, 9:58 AM
WL-02972874 Travel Open 33 $0.00 Oct 16, 9:58 AM
WL-02972948 Expenses Open 1 $0.00 Oct 16, 10:56 AM
WL-02972949 Expenses Open 1 $0.00 Oct 16, 10:56 AM

Details