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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01309765 ↗ ServiceMax

PHILIPS HEALTHCARE • Preventive Maintenance • PC

📍 Physicians East — 1850 W Arlington Blvd, Greenville NC, 27834

Oct 15, 2025 → Dec 19, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Jan 30, 2026
✓ SLA Met (27 biz days early)
Active: 20 biz days
Paused: 24 biz days
🕐 Clock stopped: Completed (Dec 19, 2025)
▶ Clock Running
Status: Created
Oct 15 → Oct 15, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸24d
⏸ Clock Paused
Status: Ready for Release
Oct 15 → Nov 19, 2025
24 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Nov 19 → Nov 19, 2025
0 business days (counted)
Running total: 0 of ? biz days used
19d
▶ Clock Running
Status: Scheduled
Nov 19 → Dec 18, 2025
19 business days (counted)
Running total: 19 of ? biz days used
▶ Clock Running
Status: Tech On Site
Dec 18 → Dec 19, 2025
1 business day (counted)
Running total: 20 of ? biz days used
▶ Clock Running
Status: Scheduled
Dec 19 → Dec 19, 2025
0 business days (counted)
Running total: 20 of ? biz days used
Created: Oct 15, 2025 Completed: Dec 19, 2025
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Oct 15 → Oct 15 Created ▶ Running 0 0
Oct 15 → Nov 19 Ready for Release ⏸ Paused 24 —
Nov 19 → Nov 19 Ready for Scheduling ▶ Running 0 0
Nov 19 → Dec 18 Scheduled ▶ Running 19 19
Dec 18 → Dec 19 Tech On Site ▶ Running 1 20
Dec 19 → Dec 19 Scheduled ▶ Running 0 20
Dispatch 0.1d
Holding 24.8d (excluded)
Coordinators 20.2d
Field Work 1.7d
Billing 2.5d
✓ SLA Met
Dispatch
0.1 days
Holding (excluded from total)
24.8 days
Coordinators
20.2 days
Over SLA
Field Work
1.7 days
Over SLA
Billing
2.5 days
Over SLA
Created: Oct 15, 2025 Due: Jan 30, 2026 Completed: Dec 19, 2025 (42 days early)
📅
44.9 days Total Age
⏱️
24.8d in Ready for Release Longest Stage
🔄
10 transitions Status Changes
⚠️
21.2d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
4 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00535471
URGENT Philips WO Request
Closed
EPIQ Elite Diagnostic Ultrasound System Installed Product 107696505 - USD23B0477
Priority
High
Origin
Email
Reason
New Case
Contact
Novelyn Douglas
Owner
Shelby Robinson
Created
Oct 14, 2025
Work Orders from this Case (2)
WO-01309364 Invoiced
Preventive Maintenance • Patricia Gordon
Created: Oct 14, 2025 • Closed: Dec 19, 2025
WO-01309765 (current) Invoiced
Preventive Maintenance • Patricia Gordon
Created: Oct 15, 2025 • Closed: Dec 19, 2025
Completed with significant delays
Invoiced • 140 days old
🚨
Primary Delay 24.8 days stuck in "Ready for Release"
⏱️
Total Delay 21.2 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.1d / 0.5d SLA
Ready for Release
24.8d
Ready for Scheduling
0.2d / 1.0d SLA
Scheduled
20.0d / 2.0d SLA
Tech On Site
1.7d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.0d / 1.0d SLA
07e-Partial Project
2.0d
Ready to Bill
2.5d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/11/2025 mklose sent reminder email to Velinda 

11/19/2025 Mklose rcvd email from Velinda. Confirm Dec 18th @1:30pm.

11/17/2025 Mklose called (252) 413-6701, xfer to Velinda Moore VM. LVM sent email to: vmoore@physicianseast.com

10/20/2025 YEspino Emailed Novelyn Douglas @ndouglas@physicianseast.com  to verify the Pm info sent in.

🔧 Work Performed
while onsite, Performed ULS PM and T&V per instruction successfully. Travel from site to hotel (Lumberton, NC)
🔍 Technician Findings
ULS PM
⚠️ Problem Description
EPIQ CVx Ultrasound System Installed Product 101273455 -USN22B2263
📞 Call Description
PM - Contract - BG Required PM

Timeline

📞
Case Linked Oct 14, 2:55 PM
Case Number: 00535471
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Oct 15, 12:53 PM
Work Order: WO-01309765
Type: Preventive Maintenance
Priority: PC
✅
Status: Ready for Release by Mandy Newman Oct 15, 1:53 PM
From: Entered
To: Ready for Release
Duration in Previous: 59m
🚨 25.0 business days
📅
Status: Ready for Scheduling by Megan Klose Nov 19, 8:24 AM
From: Ready for Release
To: Ready for Scheduling
Duration in Previous: 34d 19h
👷
▶
3 Technician Assigned Nov 19, 9:54 AM
Technician Assigned → Status: Scheduled → Dispatch Scheduled
🗓️
Status: Scheduled by Erin Martin
From: Ready for Scheduling
To: Scheduled
Duration in Previous: 1h 30m
📅
Dispatch Scheduled by Erin Martin
Scheduled For: 2025-12-18T17:00:00.000+0000
📅
Dispatch Scheduled by Erin Martin Nov 19, 10:02 AM
Scheduled For: 2025-12-18T18:30:00.000+0000
🚨 16.0 business days
📅
Dispatch Scheduled by Erin Martin Dec 12, 11:58 AM
Scheduled For: 2026-01-06T18:30:00.000+0000
📅
Dispatch Scheduled by Erin Martin Dec 12, 1:32 PM
Scheduled For: 2025-12-18T18:30:00.000+0000
⚠️ 5.0 business days
🔧
Status: Tech On Site by Patricia Gordon Dec 18, 1:46 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 29d 3h
🗓️
Status: Scheduled by Patricia Gordon Dec 19, 7:47 AM
From: Tech On Site
To: Scheduled
Duration in Previous: 18h 0m
⏱️
▶
2 3x Labor Added Dec 19, 7:55 AM
3x Labor Added → Status: Completed
✔️
Status: Completed by Patricia Gordon
From: Scheduled
To: Completed
Duration in Previous: 9m
🏁
Status: Closed by Patricia Gordon Dec 19, 8:12 AM
From: Completed
To: Closed
Duration in Previous: 16m
⏳ 2.0 business days
⏱️
Labor Added Dec 22, 9:58 AM
Type: Labor
Status: Open
Qty: 0.016666666666667
📋
Status: 07e-Partial Project by Timothy Amburgey Dec 22, 10:08 AM
From: Closed
To: 07e-Partial Project
Duration in Previous: 3d 1h
⏳ 2.0 business days
📄
Status: Ready to Bill by Timothy Amburgey Dec 23, 2:51 PM
From: 07e-Partial Project
To: Ready to Bill
Duration in Previous: 1d 4h
⏳ 2.5 business days
💰
Status: Invoiced by Josh Longway Dec 26, 4:00 AM
From: Ready to Bill
To: Invoiced
Duration in Previous: 2d 13h

Bottlenecks

Scheduled
Duration: 20.0 business days (threshold: 2.0 business days)
Exceeded by 18.0 business days
Tech On Site
Duration: 1.7 business days (threshold: 1.0 business days)
Exceeded by 5.2 business hours
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 2.5 business days (threshold: 1.0 business days)
Exceeded by 1.5 business days

🔗 Related Artifacts

📞
Case 00535471
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
ERLA - PROD
Technician
Patricia Gordon
Scheduled
Dec 18, 1:30 PM
Created
Oct 15, 12:53 PM
Invoice #
N/A

Work Details (4)

Name Type Status Qty Amount Date
WL-03042969 Labor Open 2 $275.00 Dec 19, 7:55 AM
WL-03042970 Labor Open 2.5 $0.00 Dec 19, 7:55 AM
WL-03042971 Travel Open 136 $0.00 Dec 19, 7:55 AM
WL-03045000 Labor Open 0.016666666666667 $38.00 Dec 22, 9:58 AM

Details