Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01311121 ↗ ServiceMax

PHILIPS HEALTHCARE • FCO • PC

📍 NYS DHSES Stockpiles — 2 Van Buren Blvd Bldg 10 Bay 3, Guilderland Center NY, 12085

Oct 23, 2025 → Nov 3, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Dec 31, 2026
✓ SLA Met (288 biz days early)
Active: 6 biz days
🕐 Clock stopped: Completed (Nov 1, 2025)
2d
▶ Clock Running
Status: Created
Oct 23 → Oct 27, 2025
2 business days (counted)
Running total: 2 of ? biz days used
▶ Clock Running
Status: Scheduled
Oct 27 → Oct 27, 2025
0 business days (counted)
Running total: 2 of ? biz days used
4d
▶ Clock Running
Status: Tech On Site
Oct 27 → Nov 1, 2025
4 business days (counted)
Running total: 6 of ? biz days used
Created: Oct 23, 2025 Completed: Nov 1, 2025
Show SLA Clock Detail (3 periods)
Period Status Clock Biz Days Running Total
Oct 23 → Oct 27 Created ▶ Running 2 2
Oct 27 → Oct 27 Scheduled ▶ Running 0 2
Oct 27 → Nov 1 Tech On Site ▶ Running 4 6
Dispatch 2.3d
Coordinators 0.0d
Field Work 5.9d
Billing 1.3d
✓ SLA Met
Dispatch
2.3 days
Over SLA
Coordinators
0.0 days
Field Work
5.9 days
Over SLA
Billing
1.3 days
Over SLA
Created: Oct 23, 2025 Due: Dec 31, 2026 Completed: Nov 3, 2025 (423 days early)
📅
7.3 days Total Age
⏱️
4.9d in Tech On Site Longest Stage
🔄
7 transitions Status Changes
⚠️
7.3d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
38 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 Bruce Ballard — scheduling delays attributed to technician, not coordinators
Visit 1 Oct 27, 2025
Visit 2 Oct 28, 2025
Visit 3 Oct 29, 2025
Visit 4 Oct 30, 2025
Visit 5 Oct 31, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00537991
URGENT Philips WO Request
Closed
Trilogy EV300 Ventilator - Machine Flow Sensor Inaccurate Flow Measurements and/or Delivery
Priority
High
Origin
Email
Reason
New Case
Contact
Jeff Ballard
Owner
Shelby Robinson
Created
Oct 23, 2025
Work Orders from this Case (1)
WO-01311121 (current) Invoiced
FCO • Bruce Ballard
Created: Oct 23, 2025 • Closed: Nov 3, 2025
Completed with minor delays
Invoiced • 132 days old
🚨
Primary Delay 4.9 days stuck in "Tech On Site"
⏱️
Total Delay 7.3 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
2.3d / 0.5d SLA
Scheduled
0.0d / 2.0d SLA
Tech On Site
4.9d / 1.0d SLA
Completed
1.0d / 1.0d SLA
Closed
2.2d / 1.0d SLA
07e-Partial Project
2.0d
Ready to Bill
1.3d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
10/27/2025 EMartin dispatching to FSE onsite per request
🔧 Work Performed
FCO81 Upgraded Operational Software to current version 1.05.10.00 H28887217DD12 H287147791021 H28887298EB25 H287089431978 H2871479234E2 H28887290676D H28714797634F H28714776E8D6 H290713928148 H29071387CF3D H29071370384A H29071397D6E5
🔍 Technician Findings
FCO81 Upgraded Operational Software to current version 1.05.10.00 H28887217DD12 H287147791021 H28887298EB25 H287089431978 H2871479234E2 H28887290676D H28714797634F H28714776E8D6 H290713928148 H29071387CF3D H29071370384A H29071397D6E5
⚠️ Problem Description
Trilogy EV300 Ventilator - Machine Flow Sensor Inaccurate Flow Measurements and/or Delivery
📄 Description
Philips Trilogy EV300 Hospital Ventilator (DS2200X11B / 989805661881)
📞 Call Description
FCO86600081

Timeline

📞
Case Linked Oct 23, 5:04 PM
Case Number: 00537991
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Oct 23, 5:18 PM
Work Order: WO-01311121
Type: FCO
Priority: PC
⏳ 2.8 business days
👷
▶
4 Technician Assigned Oct 27, 12:55 PM
Technician Assigned → Status: Scheduled → Dispatch Scheduled → Status: Tech On Site
🗓️
Status: Scheduled by Erin Martin
From: Entered
To: Scheduled
Duration in Previous: 3d 19h
📅
Dispatch Scheduled by Erin Martin
Scheduled For: 2025-10-27T16:00:00.000+0000, 2025-10-27T12:00:00.000+0000
🔧
Status: Tech On Site by Bruce Ballard
From: Scheduled
To: Tech On Site
Duration in Previous: 2m
⏳ 3.0 business days
⏱️
Labor Added Oct 29, 5:49 PM
Type: Labor
Status: Open
Qty: 8
⏱️
3x Labor Added Oct 29, 6:00 PM
Type: Labor
Status: Open
Qty: 0.25, 8.75
⏱️
▶
2 3x Labor Added Oct 30, 5:48 PM
3x Labor Added → 3x Labor Added
⏱️
3x Labor Added
Type: Labor
Status: Open
Qty: 11, 0.25
💵
5x Expenses Added Oct 30, 6:14 PM
Type: Expenses
Status: Open
Qty: 1
⏳ 1.7 business days
⏱️
3x Labor Added Oct 31, 6:58 PM
Type: Labor
Status: Open
Qty: 7.75, 3, 0.25
💵
5x Expenses Added Oct 31, 7:14 PM
Type: Expenses
Status: Open
Qty: 1
✔️
Status: Completed by Bruce Ballard Oct 31, 8:00 PM
From: Tech On Site
To: Completed
Duration in Previous: 4d 7h
⏳ 1.5 business days
🚗
2x Travel Added Nov 3, 4:46 PM
Type: Travel
Status: Open
Qty: 26
💵
▶
2 2x Expenses Added Nov 3, 4:51 PM
2x Expenses Added → Expenses Added
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
💵
▶
3 4x Expenses Added Nov 3, 4:57 PM
4x Expenses Added → 5x Expenses Added → Status: Closed
💵
5x Expenses Added
Type: Expenses
Status: Open
Qty: 1
🏁
Status: Closed by Bruce Ballard
From: Completed
To: Closed
Duration in Previous: 2d 21h
⏳ 2.9 business days
⏱️
▶
2 Labor Added Nov 5, 9:03 AM
Labor Added → Status: 07e-Partial Project
📋
Status: 07e-Partial Project by Timothy Amburgey
From: Closed
To: 07e-Partial Project
Duration in Previous: 1d 16h
⏳ 2.0 business days
📄
Status: Ready to Bill by Timothy Amburgey Nov 6, 4:14 PM
From: 07e-Partial Project
To: Ready to Bill
Duration in Previous: 1d 7h
💰
Status: Invoiced by Josh Longway Nov 7, 4:01 AM
From: Ready to Bill
To: Invoiced
Duration in Previous: 11h 47m
⏳ 2.0 business days
🧾
Invoice Created Nov 10, 4:32 PM
Invoice Number: SM-245916

Bottlenecks

Entered
Duration: 2.3 business days (threshold: 4.0 business hours)
Exceeded by 1.8 business days
Tech On Site
Duration: 4.9 business days (threshold: 1.0 business days)
Exceeded by 3.9 business days
Closed
Duration: 2.2 business days (threshold: 1.0 business days)
Exceeded by 1.2 business days
Ready to Bill
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.8 business hours

🔗 Related Artifacts

📞
Case 00537991
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
FCO
Branch
ERLA - PROD
Technician
Bruce Ballard
Scheduled
Oct 27, 8:00 AM
Created
Oct 23, 5:18 PM
Invoice #
SM-245916

Work Details (38)

Name Type Status Qty Amount Date
WL-02988632 Labor Open 8 $0.00 Oct 29, 5:49 PM
WL-02988644 Labor Open 0.25 $0.00 Oct 29, 6:00 PM
WL-02988646 Labor Open 0.25 $465.00 Oct 29, 6:00 PM
WL-02988645 Labor Open 8.75 $712.50 Oct 29, 6:00 PM
WL-02990434 Labor Open 0.25 $620.00 Oct 30, 5:48 PM
WL-02990432 Labor Open 0.25 $0.00 Oct 30, 5:48 PM
WL-02990433 Labor Open 11 $950.00 Oct 30, 5:48 PM
WL-02990439 Labor Open 11 $950.00 Oct 30, 5:51 PM
WL-02990440 Labor Open 0.25 $620.00 Oct 30, 5:51 PM
WL-02990438 Labor Open 0.25 $0.00 Oct 30, 5:51 PM
WL-02990491 Expenses Open 1 $0.00 Oct 30, 6:14 PM
WL-02990492 Expenses Open 1 $0.00 Oct 30, 6:14 PM
WL-02990490 Expenses Open 1 $0.00 Oct 30, 6:14 PM
WL-02990488 Expenses Open 1 $0.00 Oct 30, 6:14 PM
WL-02990489 Expenses Open 1 $0.00 Oct 30, 6:14 PM
WL-02992477 Labor Open 7.75 $155.00 Oct 31, 6:58 PM
WL-02992476 Labor Open 3 $237.50 Oct 31, 6:58 PM
WL-02992475 Labor Open 0.25 $0.00 Oct 31, 6:58 PM
WL-02992511 Expenses Open 1 $0.00 Oct 31, 7:14 PM
WL-02992507 Expenses Open 1 $0.00 Oct 31, 7:14 PM
WL-02992508 Expenses Open 1 $0.00 Oct 31, 7:14 PM
WL-02992509 Expenses Open 1 $0.00 Oct 31, 7:14 PM
WL-02992510 Expenses Open 1 $0.00 Oct 31, 7:14 PM
WL-02994478 Travel Open 26 $0.00 Nov 3, 4:46 PM
WL-02994479 Travel Open 26 $0.00 Nov 3, 4:46 PM
WL-02994486 Expenses Open 1 $0.00 Nov 3, 4:51 PM
WL-02994487 Expenses Open 1 $0.00 Nov 3, 4:51 PM
WL-02994491 Expenses Open 1 $0.00 Nov 3, 4:54 PM
WL-02994506 Expenses Open 1 $0.00 Nov 3, 4:57 PM
WL-02994507 Expenses Open 1 $0.00 Nov 3, 4:57 PM
WL-02994508 Expenses Open 1 $0.00 Nov 3, 4:57 PM
WL-02994509 Expenses Open 1 $0.00 Nov 3, 4:57 PM
WL-02994542 Expenses Open 1 $0.00 Nov 3, 4:59 PM
WL-02994543 Expenses Open 1 $0.00 Nov 3, 4:59 PM
WL-02994544 Expenses Open 1 $0.00 Nov 3, 4:59 PM
WL-02994545 Expenses Open 1 $0.00 Nov 3, 4:59 PM
WL-02994546 Expenses Open 1 $0.00 Nov 3, 4:59 PM
WL-02996752 Labor Open 0.016666666666667 $456.00 Nov 5, 9:03 AM

Details