Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01308294 ↗ ServiceMax

PHILIPS HEALTHCARE • Training • PC

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

Oct 8, 2025 → Oct 17, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Oct 19, 2025
✓ SLA Met
Active: 6 biz days
🕐 Clock stopped: Invoiced (Oct 17, 2025)
▶ Clock Running
Status: Created
Oct 8 → Oct 8, 2025
0 business days (counted)
Running total: 0 of ? biz days used
6d
▶ Clock Running
Status: Scheduled
Oct 8 → Oct 17, 2025
6 business days (counted)
Running total: 6 of ? biz days used
▶ Clock Running
Status: Completed
Oct 17 → Oct 17, 2025
0 business days (counted)
Running total: 6 of ? biz days used
▶ Clock Running
Status: Closed
Oct 17 → Oct 17, 2025
0 business days (counted)
Running total: 6 of ? biz days used
▶ Clock Running
Status: Incomplete
Oct 17 → Oct 17, 2025
0 business days (counted)
Running total: 6 of ? biz days used
Created: Oct 8, 2025 Invoiced: Oct 17, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Oct 8 → Oct 8 Created ▶ Running 0 0
Oct 8 → Oct 17 Scheduled ▶ Running 6 6
Oct 17 → Oct 17 Completed ▶ Running 0 6
Oct 17 → Oct 17 Closed ▶ Running 0 6
Oct 17 → Oct 17 Incomplete ▶ Running 0 6
Dispatch 0.0d
Coordinators 7.0d
Incomplete 0.1d (excluded)
Billing 0.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
7.0 days
Over SLA
Incomplete (excluded from total)
0.1 days
Billing
0.0 days
Created: Oct 8, 2025 Due: Oct 19, 2025 Completed: Oct 17, 2025 (2 days early)
📅
7.0 days Total Age
⏱️
7.6d in Closed Longest Stage
🔄
6 transitions Status Changes
⚠️
11.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
34 lines Work Details
🚩
5 visits On-Site Trips
📋
Coordinator Scheduling
🚨
5 On-Site Visits
5 on-site visits — critical red flag: repeated failure to resolve
Visit 1 Oct 12, 2025
Visit 2 Oct 13, 2025
Visit 3 Oct 14, 2025
Visit 4 Oct 15, 2025
Visit 5 Oct 16, 2025

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00533915
URGENT Philips WO Request
Closed
Classroom Training - EV300
Priority
High
Origin
Email
Reason
New Case
Contact
N/A
Owner
Shelby Robinson
Created
Oct 8, 2025
Work Orders from this Case (1)
WO-01308294 (current) Invoiced
Training • Rick Charles
Created: Oct 8, 2025 • Closed: Oct 17, 2025
Completed with significant delays
Invoiced • 147 days old
🚨
Primary Delay 7.6 days stuck in "Closed"
⏱️
Total Delay 11.6 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.0d / 0.5d SLA
Scheduled
7.0d / 2.0d SLA
Closed
8.5d / 1.0d SLA
Incomplete
0.1d
Ready to Bill
0.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
NB Cleveland Classroom Training
🔍 Technician Findings
Good Training Conditions
⚠️ Problem Description
Intellivue Patient Monitors Service Classroom Training CMS2IL007
📞 Call Description
Classroom Training

Timeline

📞
Case Linked Oct 8, 10:59 AM
Case Number: 00533915
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Oct 8, 11:44 AM
Work Order: WO-01308294
Type: Training
Priority: PC
👷
▶
3 Technician Assigned Oct 8, 11:55 AM
Technician Assigned → Dispatch Scheduled → Status: Scheduled
📅
Dispatch Scheduled by Cristina Everetts
Scheduled For: 2025-10-13T12:00:00.000+0000
🗓️
Status: Scheduled by Cristina Everetts
From: Entered
To: Scheduled
Duration in Previous: 10m
💵
2x Expenses Added Oct 8, 12:42 PM
Type: Expenses
Status: Open
Qty: 1
⚠️ 5.0 business days
⏱️
10x Labor Added Oct 15, 12:25 PM
Type: Labor
Status: Open
Qty: 6.75, 0.5, 7.5
💵
14x Expenses Added Oct 15, 12:31 PM
Type: Expenses, Travel
Status: Open
Qty: 1, 421, 8
⏱️
Labor Added Oct 15, 6:13 PM
Type: Labor
Status: Open
Qty: 2.5
⏳ 2.7 business days
⏱️
▶
2 6x Labor Added Oct 17, 7:43 AM
6x Labor Added → Status: Completed
✔️
Status: Completed by Rick Charles
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 8d 19h, 0m
⚠️
Status: Incomplete by Douglas Pearce Oct 17, 2:23 PM
From: Closed
To: Incomplete
Duration in Previous: 6h 35m
💵
▶
2 Expenses Added Oct 17, 2:48 PM
Expenses Added → Status: Closed
🏁
Status: Closed by Rick Charles
From: Incomplete
To: Closed
Duration in Previous: 25m
⚠️ 8.0 business days
📄
Status: Ready to Bill by Timothy Amburgey Oct 28, 8:38 AM
From: Closed
To: Ready to Bill
Duration in Previous: 10d 17h
📨
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-244896

Bottlenecks

Scheduled
Duration: 7.0 business days (threshold: 2.0 business days)
Exceeded by 5.0 business days
Closed
Duration: 7.6 business days (threshold: 1.0 business days)
Exceeded by 6.6 business days

🔗 Related Artifacts

📞
Case 00533915
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Training
Branch
ERLA - PROD
Technician
Rick Charles
Scheduled
Oct 13, 8:00 AM
Created
Oct 8, 11:44 AM
Invoice #
SM-244896

Work Details (34)

Name Type Status Qty Amount Date
WL-02963381 Expenses Open 1 $0.00 Oct 8, 12:42 PM
WL-02963382 Expenses Open 1 $0.00 Oct 8, 12:42 PM
WL-02971362 Labor Open 6.75 $0.00 Oct 15, 12:25 PM
WL-02971363 Labor Open 0.5 $0.00 Oct 15, 12:25 PM
WL-02971364 Labor Open 7.5 $0.00 Oct 15, 12:25 PM
WL-02971365 Labor Open 0.5 $0.00 Oct 15, 12:25 PM
WL-02971366 Labor Open 0.5 $0.00 Oct 15, 12:25 PM
WL-02971367 Labor Open 7 $0.00 Oct 15, 12:25 PM
WL-02971368 Labor Open 0.5 $0.00 Oct 15, 12:25 PM
WL-02971369 Labor Open 0.5 $0.00 Oct 15, 12:25 PM
WL-02971370 Labor Open 7.5 $0.00 Oct 15, 12:25 PM
WL-02971371 Labor Open 0.5 $0.00 Oct 15, 12:25 PM
WL-02971378 Expenses Open 1 $0.00 Oct 15, 12:31 PM
WL-02971379 Expenses Open 1 $0.00 Oct 15, 12:31 PM
WL-02971380 Expenses Open 1 $0.00 Oct 15, 12:31 PM
WL-02971381 Expenses Open 1 $0.00 Oct 15, 12:31 PM
WL-02971382 Expenses Open 1 $0.00 Oct 15, 12:31 PM
WL-02971383 Travel Open 421 $0.00 Oct 15, 12:31 PM
WL-02971384 Travel Open 8 $0.00 Oct 15, 12:31 PM
WL-02971385 Travel Open 8 $0.00 Oct 15, 12:31 PM
WL-02971386 Travel Open 8 $0.00 Oct 15, 12:31 PM
WL-02971387 Travel Open 8 $0.00 Oct 15, 12:31 PM
WL-02971388 Travel Open 8 $0.00 Oct 15, 12:31 PM
WL-02971389 Travel Open 8 $0.00 Oct 15, 12:31 PM
WL-02971390 Travel Open 8 $0.00 Oct 15, 12:31 PM
WL-02971391 Travel Open 421 $0.00 Oct 15, 12:31 PM
WL-02972018 Labor Open 2.5 $0.00 Oct 15, 6:13 PM
WL-02974090 Labor Open 0.5 $0.00 Oct 17, 7:43 AM
WL-02974091 Labor Open 2 $0.00 Oct 17, 7:43 AM
WL-02974092 Labor Open 7 $0.00 Oct 17, 7:43 AM
WL-02974093 Expenses Open 1 $0.00 Oct 17, 7:43 AM
WL-02974094 Expenses Open 1 $0.00 Oct 17, 7:43 AM
WL-02974095 Expenses Open 1 $0.00 Oct 17, 7:43 AM
WL-02974896 Expenses Open 1 $0.00 Oct 17, 2:48 PM

Details