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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01311814 ↗ ServiceMax

PHILIPS HEALTHCARE • Preventive Maintenance • PC

📍 Bristol Hospital — 41 Brewster Rd, Bristol CT, 06010

Oct 29, 2025 → Nov 3, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Nov 30, 2025
✓ SLA Met (16 biz days early)
Active: 3 biz days
🕐 Clock stopped: Tech Off Site (Nov 3, 2025)
▶ Clock Running
Status: Created
Oct 29 → Oct 29, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Oct 29 → Oct 29, 2025
0 business days (counted)
Running total: 0 of ? biz days used
3d
▶ Clock Running
Status: Scheduled
Oct 29 → Nov 3, 2025
3 business days (counted)
Running total: 3 of ? biz days used
▶ Clock Running
Status: Tech On Site
Nov 3 → Nov 3, 2025
0 business days (counted)
Running total: 3 of ? biz days used
Created: Oct 29, 2025 Tech Off Site: Nov 3, 2025
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Oct 29 → Oct 29 Created ▶ Running 0 0
Oct 29 → Oct 29 Assigned ▶ Running 0 0
Oct 29 → Nov 3 Scheduled ▶ Running 3 3
Nov 3 → Nov 3 Tech On Site ▶ Running 0 3
Dispatch 0.4d
Coordinators 3.9d
Field Work 0.1d
Billing 1.3d
✓ SLA Met
Dispatch
0.4 days
Coordinators
3.9 days
Over SLA
Field Work
0.1 days
Billing
1.3 days
Over SLA
Created: Oct 29, 2025 Due: Nov 30, 2025 Completed: Nov 3, 2025 (27 days early)
📅
4.0 days Total Age
⏱️
3.9d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
2.4d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00539160
URGENT Philips WO Request
Closed
Preventative Maintenance Visit to replace missed PM on case 0123886127
Priority
High
Origin
Email
Reason
New Case
Contact
Lymaris Cruz
Owner
Kimberly Hardison
Created
Oct 29, 2025
Work Orders from this Case (3)
WO-01311812 Invoiced
Preventive Maintenance • April Nuovo
Created: Oct 29, 2025 • Closed: Nov 3, 2025
WO-01311814 (current) Invoiced
Preventive Maintenance • Joseph Nuovo
Created: Oct 29, 2025 • Closed: Nov 3, 2025
WO-01311816 Invoiced
Preventive Maintenance • Joseph Nuovo
Created: Oct 29, 2025 • Closed: Nov 3, 2025
Completed with minor delays
Invoiced • 126 days old
🚨
Primary Delay 3.9 days stuck in "Scheduled"
⏱️
Total Delay 2.4 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.4d / 0.5d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
3.9d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.2d / 1.0d SLA
07e-Partial Project
2.4d
Ready to Bill
1.3d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10/29/2025 MNewman - late allocation. Fady worked with customer to schedule Joseph to complete this work on Thursday, November 6th. Dispatching WO.

🔧 Work Performed
PM
🔍 Technician Findings
Device passed all PM tests.
⚠️ Problem Description
Preventative Maintenance Visit to replace missed PM on case 0123798106
📞 Call Description
PM - Contract - Customer Value PM

Timeline

📞
Case Linked Oct 29, 9:01 AM
Case Number: 00539160
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Oct 29, 9:59 AM
Work Order: WO-01311814
Type: Preventive Maintenance
Priority: PC
👷
▶
4 Technician Assigned Oct 29, 12:57 PM
Technician Assigned → Status: Assigned → Status: Scheduled → Dispatch Scheduled
👷
Status: Assigned by Mandy Newman
From: Entered
To: Assigned
Duration in Previous: 2h 57m
🗓️
Status: Scheduled by Mandy Newman
From: Assigned
To: Scheduled
Duration in Previous: 1m
📅
Dispatch Scheduled by Mandy Newman
Scheduled For: 2025-11-06T13:00:00.000+0000
⏳ 4.0 business days
📅
Dispatch Scheduled by Mandy Newman Nov 3, 9:16 AM
Scheduled For: 2025-11-03T13:00:00.000+0000
🔧
▶
2 Status: Tech On Site Nov 3, 4:47 PM
Status: Tech On Site → 4x Labor Added
⏱️
4x Labor Added
Type: Labor, Expenses, Travel
Status: Open
Qty: 2, 1, 113
🚗
▶
2 Status: Tech Off Site Nov 3, 5:19 PM
Status: Tech Off Site → Status: Closed
🏁
Status: Closed by Joseph Nuovo
From: Completed
To: Closed
Duration in Previous: 0m
⏱️
Labor Added Nov 4, 3:27 PM
Type: Labor
Status: Open
Qty: 0.016666666666667
📋
Status: 07e-Partial Project by Timothy Amburgey Nov 4, 3:32 PM
From: Closed
To: 07e-Partial Project
Duration in Previous: 22h 11m
⏳ 3.0 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: 2d 0h
💰
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, 4:30 PM
Invoice Number: SM-245940

Bottlenecks

Scheduled
Duration: 3.9 business days (threshold: 2.0 business days)
Exceeded by 1.9 business days
Closed
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.6 business hours
Ready to Bill
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.8 business hours

🔗 Related Artifacts

📞
Case 00539160
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
ERLA - PROD
Technician
Joseph Nuovo
Scheduled
Nov 3, 8:00 AM
Created
Oct 29, 9:59 AM
Invoice #
SM-245940

Work Details (5)

Name Type Status Qty Amount Date
WL-02994482 Labor Open 2 $275.00 Nov 3, 4:50 PM
WL-02994483 Labor Open 2 $0.00 Nov 3, 4:50 PM
WL-02994484 Expenses Open 1 $0.00 Nov 3, 4:50 PM
WL-02994485 Travel Open 113 $0.00 Nov 3, 4:50 PM
WL-02995881 Labor Open 0.016666666666667 $38.00 Nov 4, 3:27 PM

Details