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← WO Overview

WO-01310897 ↗ ServiceMax

PHILIPS HEALTHCARE • New Hire Training • PC

📍 Horace Barnes Trunk Stock — 834 Tealwood Dr Apt 104, Brandon FL, 33510

Oct 22, 2025 → Oct 24, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Oct 25, 2025
✓ SLA Met
Active: 2 biz days
🕐 Clock stopped: Completed (Oct 24, 2025)
▶ Clock Running
Status: Created
Oct 22 → Oct 22, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Oct 22 → Oct 22, 2025
0 business days (counted)
Running total: 0 of ? biz days used
1d
▶ Clock Running
Status: Scheduled
Oct 22 → Oct 23, 2025
1 business day (counted)
Running total: 1 of ? biz days used
1d
▶ Clock Running
Status: Tech On Site
Oct 23 → Oct 24, 2025
1 business day (counted)
Running total: 2 of ? biz days used
Created: Oct 22, 2025 Completed: Oct 24, 2025
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Oct 22 → Oct 22 Created ▶ Running 0 0
Oct 22 → Oct 22 Assigned ▶ Running 0 0
Oct 22 → Oct 23 Scheduled ▶ Running 1 1
Oct 23 → Oct 24 Tech On Site ▶ Running 1 2
Dispatch 0.0d
Coordinators 1.4d
Field Work 2.0d
Billing 0.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
1.4 days
Field Work
2.0 days
Over SLA
Billing
0.0 days
Created: Oct 22, 2025 Due: Oct 25, 2025 Completed: Oct 24, 2025 (1 days early)
📅
2.4 days Total Age
⏱️
2.7d in Closed Longest Stage
🔄
6 transitions Status Changes
⚠️
2.7d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🚩
5 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚨
5 On-Site Visits
5 on-site visits — critical red flag: repeated failure to resolve
👤 Self-scheduled by Horace Barnes — scheduling delays attributed to technician, not coordinators
Visit 1 Oct 20, 2025
Visit 2 Oct 21, 2025
Visit 3 Oct 22, 2025
Visit 4 Oct 23, 2025
Visit 5 Oct 24, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00537583
URGENT Philips WO Request
Closed
WO Creation Needed for NB EMSAR U Courses
Priority
High
Origin
Email
Reason
New Case
Contact
N/A
Owner
Kimberly Hardison
Created
Oct 22, 2025
Work Orders from this Case (1)
WO-01310897 (current) Invoiced
New Hire Training • Horace Barnes
Created: Oct 22, 2025 • Closed: Oct 24, 2025
Completed with minor delays
Invoiced • 133 days old
🚨
Primary Delay 2.7 days stuck in "Closed"
⏱️
Total Delay 2.7 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
1.4d / 2.0d SLA
Tech On Site
2.0d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.7d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10/27/2025 SRobinson- Created follow up WO as requested. (WO-01311438)

🔧 Work Performed
new hire training
🔍 Technician Findings
new hire training
⚠️ Problem Description
WO Creation Needed for NB EMSAR U Courses
📞 Call Description
NB Training

Timeline

📞
Case Linked Oct 22, 4:23 PM
Case Number: 00537583
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Oct 22, 4:56 PM
Work Order: WO-01310897
Type: New Hire Training
Priority: PC
👷
▶
3 Technician Assigned Oct 22, 5:02 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Mandy Newman
From: Entered, Assigned
To: Assigned, Scheduled
Duration in Previous: 5m, 0m
📅
Dispatch Scheduled by Mandy Newman
Scheduled For: 2025-10-20T12:00:00.000+0000
🔧
Status: Tech On Site by Horace Barnes Oct 23, 9:37 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 16h 34m
⏱️
4x Labor Added Oct 23, 10:24 AM
Type: Labor
Status: Open
Qty: 9
⏳ 2.0 business days
⏱️
▶
3 Labor Added Oct 24, 2:11 PM
Labor Added → Status: Completed → Status: Closed
✔️
Status: Completed by Horace Barnes
From: Tech On Site
To: Completed
Duration in Previous: 1d 4h
🏁
Status: Closed by Horace Barnes
From: Completed
To: Closed
Duration in Previous: 1m
⏳ 3.0 business days
📄
Status: Ready to Bill by Timothy Amburgey Oct 28, 8:37 AM
From: Closed
To: Ready to Bill
Duration in Previous: 3d 18h
📨
Status: Invoice Pending by Timothy Amburgey Oct 28, 8:51 AM
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 13m, 0m
⏳ 2.0 business days
🧾
Invoice Created Oct 29, 2:40 PM
Invoice Number: SM-244900

Bottlenecks

Tech On Site
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Closed
Duration: 2.7 business days (threshold: 1.0 business days)
Exceeded by 1.7 business days

🔗 Related Artifacts

📞
Case 00537583
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
New Hire Training
Branch
ERLA - PROD
Technician
Horace Barnes
Scheduled
Oct 20, 8:00 AM
Created
Oct 22, 4:56 PM
Invoice #
SM-244900

Work Details (5)

Name Type Status Qty Amount Date
WL-02981264 Labor Open 9 $0.00 Oct 23, 10:24 AM
WL-02981265 Labor Open 9 $0.00 Oct 23, 10:24 AM
WL-02981266 Labor Open 9 $0.00 Oct 23, 10:24 AM
WL-02981267 Labor Open 9 $0.00 Oct 23, 10:24 AM
WL-02983345 Labor Open 9 $0.00 Oct 24, 2:11 PM

Details