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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01311079 ↗ ServiceMax

PHILIPS HEALTHCARE • Training • PC

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

Oct 23, 2025 → Nov 6, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Nov 7, 2025
✓ SLA Met (1 biz days early)
Active: 10 biz days
🕐 Clock stopped: Completed (Nov 6, 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
3d
▶ Clock Running
Status: Tech On Site
Nov 3 → Nov 6, 2025
3 business days (counted)
Running total: 10 of ? biz days used
Created: Oct 23, 2025 Completed: Nov 6, 2025
Show SLA Clock Detail (3 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 6 Tech On Site ▶ Running 3 10
Dispatch 0.2d
Coordinators 7.4d
Field Work 4.0d
✓ SLA Met
Dispatch
0.2 days
Coordinators
7.4 days
Over SLA
Field Work
4.0 days
Over SLA
Created: Oct 23, 2025 Due: Nov 7, 2025 Completed: Nov 6, 2025 (1 days early)
📅
10.6 days Total Age
⏱️
7.4d in Scheduled Longest Stage
🔄
4 transitions Status Changes
⚠️
8.4d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
23 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 Carlos Puebla — 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
Visit 5 Nov 6, 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 Closed
Training • Bruce Ballard
Created: Oct 23, 2025 • Closed: Nov 7, 2025
WO-01311079 (current) 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 8.4 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
4.0d / 1.0d SLA
Completed
0.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
Training
🔍 Technician Findings
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-01311079
Type: Training
Priority: PC
👷
▶
3 Technician Assigned Oct 23, 4:30 PM
Technician Assigned → Dispatch Scheduled → Status: Scheduled
📅
Dispatch Scheduled by Rebecca Arnold
Scheduled For: 2025-11-03T13:00:00.000+0000
🗓️
Status: Scheduled by Rebecca Arnold
From: Entered
To: Scheduled
Duration in Previous: 1h 23m
⏳ 3.9 business days
💵
2x Expenses Added Oct 28, 4:01 PM
Type: Expenses
Status: Open
Qty: 1
⏳ 5.0 business days
🔧
Status: Tech On Site by Carlos Puebla Nov 3, 8:07 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 10d 16h
⏳ 2.0 business days
⏱️
6x Labor Added Nov 4, 6:16 PM
Type: Labor
Status: Open
Qty: 5.25, 0.5, 8.75
⏱️
10x Labor Added Nov 4, 6:29 PM
Type: Labor, Expenses
Status: Open
Qty: 0.5, 1
⏱️
2x Labor Added Nov 5, 5:22 PM
Type: Labor
Status: Open
Qty: 0.5, 3.75
⏱️
2x Labor Added Nov 6, 10:22 AM
Type: Labor, Expenses
Status: Open
Qty: 10.25
✔️
▶
3 Status: Completed Nov 6, 10:28 AM
Status: Completed → Labor Added → Status: Closed
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 0.25
🏁
Status: Closed by Carlos Puebla
From: Completed
To: Closed
Duration in Previous: 3m

Bottlenecks

Scheduled
Duration: 7.4 business days (threshold: 2.0 business days)
Exceeded by 5.4 business days
Tech On Site
Duration: 4.0 business days (threshold: 1.0 business days)
Exceeded by 3.0 business days

🔗 Related Artifacts

📞
Case 00537922
Closed

ℹ️ Work Order Details

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

Work Details (23)

Name Type Status Qty Amount Date
WL-02986759 Expenses Open 1 $0.00 Oct 28, 4:01 PM
WL-02986760 Expenses Open 1 $0.00 Oct 28, 4:01 PM
WL-02996220 Labor Open 5.25 $0.00 Nov 4, 6:16 PM
WL-02996221 Labor Open 0.5 $0.00 Nov 4, 6:16 PM
WL-02996222 Labor Open 8.75 $0.00 Nov 4, 6:16 PM
WL-02996223 Labor Open 0.5 $0.00 Nov 4, 6:16 PM
WL-02996224 Labor Open 0.5 $0.00 Nov 4, 6:16 PM
WL-02996225 Labor Open 8 $0.00 Nov 4, 6:16 PM
WL-02996264 Labor Open 0.5 $0.00 Nov 4, 6:29 PM
WL-02996265 Labor Open 0.5 $0.00 Nov 4, 6:29 PM
WL-02996266 Expenses Open 1 $0.00 Nov 4, 6:29 PM
WL-02996267 Expenses Open 1 $0.00 Nov 4, 6:29 PM
WL-02996268 Expenses Open 1 $0.00 Nov 4, 6:29 PM
WL-02996269 Expenses Open 1 $0.00 Nov 4, 6:29 PM
WL-02996270 Expenses Open 1 $0.00 Nov 4, 6:29 PM
WL-02996271 Expenses Open 1 $0.00 Nov 4, 6:29 PM
WL-02996272 Expenses Open 1 $0.00 Nov 4, 6:29 PM
WL-02996273 Expenses Open 1 $0.00 Nov 4, 6:29 PM
WL-02997596 Labor Open 0.5 $0.00 Nov 5, 5:22 PM
WL-02997597 Labor Open 3.75 $0.00 Nov 5, 5:22 PM
WL-02998303 Labor Open 10.25 $0.00 Nov 6, 10:22 AM
WL-02998304 Expenses Open 1 $0.00 Nov 6, 10:22 AM
WL-02998326 Labor Open 0.25 $0.00 Nov 6, 10:30 AM

Details