Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01311078 ↗ ServiceMax

PHILIPS HEALTHCARE • Training • PC

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

Oct 23, 2025 → Nov 7, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Nov 7, 2025
✓ SLA Met
Active: 11 biz days
🕐 Clock stopped: Completed (Nov 7, 2025)
▶ Clock Running
Status: Created
Oct 23 → Oct 23, 2025
0 business days (counted)
Running total: 0 of ? biz days used
7d
▶ Clock Running
Status: Scheduled
Oct 23 → Nov 3, 2025
7 business days (counted)
Running total: 7 of ? biz days used
4d
▶ Clock Running
Status: Tech On Site
Nov 3 → Nov 7, 2025
4 business days (counted)
Running total: 11 of ? biz days used
▶ Clock Running
Status: Completed
Nov 7 → Nov 7, 2025
0 business days (counted)
Running total: 11 of ? biz days used
▶ Clock Running
Status: Closed
Nov 7 → Nov 7, 2025
0 business days (counted)
Running total: 11 of ? biz days used
▶ Clock Running
Status: Incomplete
Nov 7 → Nov 7, 2025
0 business days (counted)
Running total: 11 of ? biz days used
Created: Oct 23, 2025 Completed: Nov 7, 2025
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Oct 23 → Oct 23 Created ▶ Running 0 0
Oct 23 → Nov 3 Scheduled ▶ Running 7 7
Nov 3 → Nov 7 Tech On Site ▶ Running 4 11
Nov 7 → Nov 7 Completed ▶ Running 0 11
Nov 7 → Nov 7 Closed ▶ Running 0 11
Nov 7 → Nov 7 Incomplete ▶ Running 0 11
Dispatch 0.2d
Coordinators 7.4d
Field Work 5.0d
Incomplete 0.1d (excluded)
✓ SLA Met
Dispatch
0.2 days
Coordinators
7.4 days
Over SLA
Field Work
5.0 days
Over SLA
Incomplete (excluded from total)
0.1 days
Created: Oct 23, 2025 Due: Nov 7, 2025 Completed: Nov 7, 2025 (on time)
📅
11.6 days Total Age
⏱️
7.4d in Scheduled Longest Stage
🔄
6 transitions Status Changes
⚠️
9.4d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
26 lines Work Details
🚩
4 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
4 On-Site Visits
4 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Bruce Ballard — scheduling delays attributed to technician, not coordinators
Visit 1 Nov 2, 2025
Visit 2 Nov 3, 2025
Visit 3 Nov 4, 2025
Visit 4 Nov 5, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00537922
URGENT Philips WO Request
Closed
ULS Classroom Training
Priority
High
Origin
Email
Reason
New Case
Contact
N/A
Owner
Shelby Robinson
Created
Oct 23, 2025
Work Orders from this Case (4)
WO-01311078 (current) Closed
Training • Bruce Ballard
Created: Oct 23, 2025 • Closed: Nov 7, 2025
WO-01311079 Closed
Training • Carlos Puebla
Created: Oct 23, 2025 • Closed: Nov 6, 2025
WO-01311080 Canceled
Training
Created: Oct 23, 2025
WO-01311081 Closed
Training • Philmon Mehari
Created: Oct 23, 2025 • Closed: Nov 7, 2025
Completed with minor delays
Closed • 132 days old
🚨
Primary Delay 7.4 days stuck in "Scheduled"
⏱️
Total Delay 9.4 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.2d / 0.5d SLA
Scheduled
7.4d / 2.0d SLA
Tech On Site
5.0d / 1.0d SLA
Closed
0.2d / 1.0d SLA
Incomplete
0.1d
Completed
0.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
ULS Classroom Training
🔍 Technician Findings
ULS Classroom Training
⚠️ Problem Description
ULS Classroom Training
📞 Call Description
Classroom Training

Timeline

📞
Case Linked Oct 23, 2:27 PM
Case Number: 00537922
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Oct 23, 3:06 PM
Work Order: WO-01311078
Type: Training
Priority: PC
👷
▶
3 Technician Assigned Oct 23, 4:32 PM
Technician Assigned → Status: Scheduled → Dispatch Scheduled
🗓️
Status: Scheduled by Erin Martin
From: Entered
To: Scheduled
Duration in Previous: 1h 26m
📅
Dispatch Scheduled by Erin Martin
Scheduled For: 2025-11-03T17:00:00.000+0000, 2025-11-03T13:00:00.000+0000
⚠️ 7.9 business days
🔧
Status: Tech On Site by Bruce Ballard Nov 3, 8:05 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 10d 16h
⚠️ 5.0 business days
⏱️
10x Labor Added Nov 7, 3:42 PM
Type: Labor
Status: Open
Qty: 7, 0.5, 8.75, 3.5, 9.5
💵
▶
2 8x Expenses Added Nov 7, 4:00 PM
8x Expenses Added → 6x Travel Added
🚗
6x Travel Added
Type: Travel
Status: Open
Qty: 15
✔️
Status: Completed by Bruce Ballard Nov 7, 4:05 PM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 4d 8h, 0m
⚠️
Status: Incomplete by Sean Currie Nov 7, 5:25 PM
From: Closed
To: Incomplete
Duration in Previous: 1h 19m
💵
2x Expenses Added Nov 7, 5:39 PM
Type: Expenses
Status: Open
Qty: 1
✔️
▶
2 Status: Completed Nov 7, 6:19 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Bruce Ballard
From: Completed
To: Closed
Duration in Previous: 1m

Bottlenecks

Scheduled
Duration: 7.4 business days (threshold: 2.0 business days)
Exceeded by 5.4 business days
Tech On Site
Duration: 5.0 business days (threshold: 1.0 business days)
Exceeded by 4.0 business days

🔗 Related Artifacts

📞
Case 00537922
Closed

ℹ️ Work Order Details

Status
Closed
Priority
PC
Type
Training
Branch
ERLA - PROD
Technician
Bruce Ballard
Scheduled
Nov 3, 8:00 AM
Created
Oct 23, 3:06 PM
Invoice #
N/A

Work Details (26)

Name Type Status Qty Amount Date
WL-03000165 Labor Open 7 $0.00 Nov 7, 3:42 PM
WL-03000166 Labor Open 0.5 $0.00 Nov 7, 3:42 PM
WL-03000167 Labor Open 8.75 $0.00 Nov 7, 3:42 PM
WL-03000168 Labor Open 0.5 $0.00 Nov 7, 3:42 PM
WL-03000169 Labor Open 0.5 $0.00 Nov 7, 3:42 PM
WL-03000170 Labor Open 8 $0.00 Nov 7, 3:42 PM
WL-03000171 Labor Open 0.5 $0.00 Nov 7, 3:42 PM
WL-03000172 Labor Open 0.5 $0.00 Nov 7, 3:42 PM
WL-03000173 Labor Open 3.5 $0.00 Nov 7, 3:42 PM
WL-03000174 Labor Open 9.5 $0.00 Nov 7, 3:42 PM
WL-03000241 Expenses Open 1 $0.00 Nov 7, 4:00 PM
WL-03000242 Expenses Open 1 $0.00 Nov 7, 4:00 PM
WL-03000243 Expenses Open 1 $0.00 Nov 7, 4:00 PM
WL-03000244 Expenses Open 1 $0.00 Nov 7, 4:00 PM
WL-03000245 Expenses Open 1 $0.00 Nov 7, 4:00 PM
WL-03000246 Expenses Open 1 $0.00 Nov 7, 4:00 PM
WL-03000247 Expenses Open 1 $0.00 Nov 7, 4:00 PM
WL-03000248 Expenses Open 1 $0.00 Nov 7, 4:00 PM
WL-03000257 Travel Open 15 $0.00 Nov 7, 4:04 PM
WL-03000258 Travel Open 15 $0.00 Nov 7, 4:04 PM
WL-03000259 Travel Open 15 $0.00 Nov 7, 4:04 PM
WL-03000260 Travel Open 15 $0.00 Nov 7, 4:04 PM
WL-03000261 Travel Open 15 $0.00 Nov 7, 4:04 PM
WL-03000262 Travel Open 15 $0.00 Nov 7, 4:04 PM
WL-03000476 Expenses Open 1 $0.00 Nov 7, 5:39 PM
WL-03000477 Expenses Open 1 $0.00 Nov 7, 5:39 PM

Details