Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01311892 ↗ ServiceMax

PHILIPS HEALTHCARE • FCO • PC

📍 NYS DOH — 2 Van Buren Blvd Building 28B, Altamont NY, 12009

Oct 29, 2025 → Nov 21, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Dec 31, 2026
✓ SLA Met (274 biz days early)
Active: 16 biz days
🕐 Clock stopped: Invoiced (Nov 22, 2025)
▶ Clock Running
Status: Created
Oct 29 → Oct 29, 2025
0 business days (counted)
Running total: 0 of ? biz days used
10d
▶ Clock Running
Status: Ready for Scheduling
Oct 29 → Nov 13, 2025
10 business days (counted)
Running total: 10 of ? biz days used
2d
▶ Clock Running
Status: Scheduled
Nov 13 → Nov 17, 2025
2 business days (counted)
Running total: 12 of ? biz days used
4d
▶ Clock Running
Status: Tech On Site
Nov 17 → Nov 22, 2025
4 business days (counted)
Running total: 16 of ? biz days used
Created: Oct 29, 2025 Invoiced: Nov 22, 2025
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Oct 29 → Oct 29 Created ▶ Running 0 0
Oct 29 → Nov 13 Ready for Scheduling ▶ Running 10 10
Nov 13 → Nov 17 Scheduled ▶ Running 2 12
Nov 17 → Nov 22 Tech On Site ▶ Running 4 16
Dispatch 0.0d
Coordinators 13.4d
Field Work 4.5d
Billing 0.5d
✓ SLA Met
Dispatch
0.0 days
Coordinators
13.4 days
Over SLA
Field Work
4.5 days
Over SLA
Billing
0.5 days
Created: Oct 29, 2025 Due: Dec 31, 2026 Completed: Nov 22, 2025 (404 days early)
📅
16.8 days Total Age
⏱️
10.8d in Ready for Scheduling Longest Stage
🔄
7 transitions Status Changes
⚠️
13.9d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
33 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 Nov 17, 2025
Visit 2 Nov 18, 2025
Visit 3 Nov 19, 2025
Visit 4 Nov 20, 2025
Visit 5 Nov 21, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00539278
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 29, 2025
Work Orders from this Case (1)
WO-01311892 (current) Invoiced
FCO • Bruce Ballard
Created: Oct 29, 2025 • Closed: Nov 21, 2025
Completed with significant delays
Invoiced • 126 days old
🚨
Primary Delay 10.8 days stuck in "Ready for Scheduling"
⏱️
Total Delay 13.9 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
Ready for Scheduling
10.8d / 1.0d SLA
Scheduled
2.6d / 2.0d SLA
Tech On Site
4.5d / 1.0d SLA
Closed
1.0d / 1.0d SLA
07e-Partial Project
2.7d
Ready to Bill
0.5d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
11/13/2025 EMartin dispatching to FSE to order parts for onsite next week

10/29/2025 RArnold - Follow up for remaining devices on case. Working with customer to schedule remaining

🔧 Work Performed
FCO81 Upgraded Operational Software to current version 1.05.10.00 H28891374A15B H2871476185B1 H288914643486 H290575186B19 H290551806A5E H290551768CA0 H2905760457C9 H2905513802BE H2886923413C3 H29057440C335 H29059337D8C5 H2906067541A5 H29060694CA3C H290593109FCA
🔍 Technician Findings
FCO81 Upgraded Operational Software to current version 1.05.10.00 H28891374A15B H2871476185B1 H288914643486 H290575186B19 H290551806A5E H290551768CA0 H2905760457C9 H2905513802BE H2886923413C3 H29057440C335 H29059337D8C5 H2906067541A5 H29060694CA3C H290593109FCA
⚠️ 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 29, 1:07 PM
Case Number: 00539278
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Oct 29, 1:16 PM
Work Order: WO-01311892
Type: FCO
Priority: PC
📅
Status: Ready for Scheduling by Rebecca Arnold Oct 29, 1:31 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 15m
🚨 11.0 business days
👷
▶
3 Technician Assigned Nov 13, 2:00 PM
Technician Assigned → Status: Scheduled → Dispatch Scheduled
🗓️
Status: Scheduled by Erin Martin
From: Ready for Scheduling
To: Scheduled
Duration in Previous: 15d 1h
📅
Dispatch Scheduled by Erin Martin
Scheduled For: 2025-11-17T17:00:00.000+0000, 2025-11-17T13:00:00.000+0000
💵
3x Expenses Added Nov 13, 2:42 PM
Type: Expenses
Status: Open
Qty: 1
⏳ 3.0 business days
🔧
Status: Tech On Site by Bruce Ballard Nov 17, 2:58 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 0h
⚠️ 5.0 business days
⏱️
19x Labor Added Nov 21, 6:07 PM
Type: Labor, Expenses
Status: Open
Qty: 7, 3, 0.5, 10, 6
🚗
2x Travel Added Nov 21, 6:35 PM
Type: Travel
Status: Open
Qty: 24
💵
4x Expenses Added Nov 21, 6:42 PM
Type: Expenses
Status: Open
Qty: 1
✔️
Status: Completed by Bruce Ballard Nov 21, 7:23 PM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 4d 4h, 0m
⏳ 1.6 business days
⏱️
▶
2 Labor Added Nov 24, 1:29 PM
Labor Added → Status: Incomplete
⚠️
Status: Incomplete by Douglas Pearce
From: Closed, Incomplete
To: Incomplete, 07e-Partial Project
Duration in Previous: 2d 18h, 0m
💵
4x Expenses Added Nov 24, 1:35 PM
Type: Expenses
Status: Open
Qty: 1
⏳ 3.0 business days
📄
Status: Ready to Bill by Timothy Amburgey Nov 26, 3:01 PM
From: 07e-Partial Project
To: Ready to Bill
Duration in Previous: 2d 1h
⏳ 1.0 business days
💰
Status: Invoiced by Josh Longway Nov 28, 4:01 AM
From: Ready to Bill
To: Invoiced
Duration in Previous: 1d 12h

Bottlenecks

Ready for Scheduling
Duration: 10.8 business days (threshold: 1.0 business days)
Exceeded by 9.8 business days
Scheduled
Duration: 2.6 business days (threshold: 2.0 business days)
Exceeded by 5.0 business hours
Tech On Site
Duration: 4.5 business days (threshold: 1.0 business days)
Exceeded by 3.5 business days

🔗 Related Artifacts

📞
Case 00539278
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
FCO
Branch
ERLA - PROD
Technician
Bruce Ballard
Scheduled
Nov 17, 8:00 AM
Created
Oct 29, 1:16 PM
Invoice #
N/A

Work Details (33)

Name Type Status Qty Amount Date
WL-03006297 Expenses Open 1 $0.00 Nov 13, 2:42 PM
WL-03006298 Expenses Open 1 $0.00 Nov 13, 2:42 PM
WL-03006299 Expenses Open 1 $0.00 Nov 13, 2:42 PM
WL-03017015 Labor Open 7 $0.00 Nov 21, 6:07 PM
WL-03017016 Labor Open 3 $237.50 Nov 21, 6:07 PM
WL-03017017 Labor Open 0.5 $155.00 Nov 21, 6:07 PM
WL-03017018 Labor Open 0.5 $0.00 Nov 21, 6:07 PM
WL-03017019 Labor Open 10 $950.00 Nov 21, 6:07 PM
WL-03017020 Labor Open 0.5 $620.00 Nov 21, 6:07 PM
WL-03017021 Labor Open 0.5 $0.00 Nov 21, 6:07 PM
WL-03017022 Labor Open 10 $950.00 Nov 21, 6:07 PM
WL-03017023 Labor Open 0.5 $620.00 Nov 21, 6:07 PM
WL-03017024 Labor Open 0.5 $0.00 Nov 21, 6:07 PM
WL-03017025 Labor Open 10 $950.00 Nov 21, 6:07 PM
WL-03017026 Labor Open 0.5 $620.00 Nov 21, 6:07 PM
WL-03017027 Labor Open 0.5 $0.00 Nov 21, 6:07 PM
WL-03017028 Labor Open 3 $237.50 Nov 21, 6:07 PM
WL-03017029 Labor Open 6 $155.00 Nov 21, 6:07 PM
WL-03017030 Expenses Open 1 $0.00 Nov 21, 6:07 PM
WL-03017031 Expenses Open 1 $0.00 Nov 21, 6:07 PM
WL-03017032 Expenses Open 1 $0.00 Nov 21, 6:07 PM
WL-03017033 Expenses Open 1 $0.00 Nov 21, 6:07 PM
WL-03017075 Travel Open 24 $0.00 Nov 21, 6:35 PM
WL-03017084 Travel Open 24 $0.00 Nov 21, 6:35 PM
WL-03017117 Expenses Open 1 $0.00 Nov 21, 6:42 PM
WL-03017118 Expenses Open 1 $0.00 Nov 21, 6:42 PM
WL-03017119 Expenses Open 1 $0.00 Nov 21, 6:42 PM
WL-03017120 Expenses Open 1 $0.00 Nov 21, 6:42 PM
WL-03018586 Labor Open 0.016666666666667 $532.00 Nov 24, 1:29 PM
WL-03018599 Expenses Open 1 $0.00 Nov 24, 1:35 PM
WL-03018600 Expenses Open 1 $0.00 Nov 24, 1:35 PM
WL-03018601 Expenses Open 1 $0.00 Nov 24, 1:35 PM
WL-03018602 Expenses Open 1 $0.00 Nov 24, 1:35 PM

Details