Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01312217 ↗ ServiceMax

PHILIPS HEALTHCARE • CSOL Services • PSM

📍 Alta Bates Summit Medical Center — 350 Hawthorne Ave., Oakland CA, 94609

Oct 30, 2025 → Jan 17, 2026

✅ Completed
PSM
SLA Clock
Last business day of October 2025 · Target: Oct 31, 2025
✗ SLA Missed (50 biz days late)
Active: 51 biz days
🕐 Clock stopped: Completed (Jan 17, 2026)
▶ Clock Running
Status: Created
Oct 30 → Oct 30, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Scheduled
Oct 30 → Oct 30, 2025
0 business days (counted)
Running total: 0 of ? biz days used
5d
▶ Clock Running
Status: Ready for Scheduling
Oct 30 → Nov 6, 2025
5 business days (counted)
Running total: 5 of ? biz days used
46d
▶ Clock Running
Status: Scheduled
Nov 6 → Jan 17, 2026
46 business days (counted)
Running total: 51 of ? biz days used
Created: Oct 30, 2025 Completed: Jan 17, 2026
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Oct 30 → Oct 30 Created ▶ Running 0 0
Oct 30 → Oct 30 Scheduled ▶ Running 0 0
Oct 30 → Nov 6 Ready for Scheduling ▶ Running 5 5
Nov 6 → Jan 17 Scheduled ▶ Running 46 51
Coordinators 51.2d
Billing 0.8d
✗ SLA Missed
Coordinators
51.2 days
Over SLA
Billing
0.8 days
Created: Oct 30, 2025 Due: Dec 31, 2026 Completed: Jan 17, 2026 (348 days early)
📅
51.1 days Total Age
⏱️
46.1d in Scheduled Longest Stage
🔄
6 transitions Status Changes
⚠️
50.2d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
34 lines Work Details
🚩
5 visits On-Site Trips
📋
Coordinator Scheduling
🚨
5 On-Site Visits
5 on-site visits — critical red flag: repeated failure to resolve
Visit 1 Jan 12, 2026
Visit 2 Jan 13, 2026
Visit 3 Jan 14, 2026
Visit 4 Jan 15, 2026
Visit 5 Jan 16, 2026

AI Analysis

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Generating AI analysis...
Completed with significant delays
Invoiced • 125 days old
🚨
Primary Delay 46.1 days stuck in "Scheduled"
⏱️
Total Delay 50.2 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Ready for Scheduling
5.1d / 1.0d SLA
Scheduled
46.1d / 2.0d SLA
Closed
3.0d / 1.0d SLA
Ready to Bill
0.4d / 1.0d SLA
Invoice Pending
0.4d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10/30/2025 Julian update; LM w/WZ; 10/29/2025 UPDATE; LM w/WZ; 11/13/2025 1713 LM w/Julian re NAR; 11/6/2025 NNL 1724 ES avail; 1730 LM w/Jonathan re cnfm; 1732 Julian cnfm; 1735 ack cnfm; LM w/ES; 1758 ES ack cnfm

Timeline

📋
▶
2 Work Order Created Oct 30, 7:11 PM
Work Order Created → Status: Scheduled
🗓️
Status: Scheduled by Caitlin Mcgee
From: Ready for Scheduling, Scheduled
To: Scheduled, Ready for Scheduling
Duration in Previous: 0m
⚠️ 5.6 business days
🗓️
▶
2 Status: Scheduled Nov 6, 6:19 PM
Status: Scheduled → Technician Assigned
👷
Technician Assigned by Caitlin Mcgee
Technician: Eric Smith
🚨 41.7 business days
💵
▶
2 5x Expenses Added Jan 11, 10:19 AM
5x Expenses Added → 4x Expenses Added
💵
4x Expenses Added
Type: Expenses
Status: Open
Qty: 1
💵
▶
2 9x Expenses Added Jan 11, 10:26 AM
9x Expenses Added → 2x Expenses Added
💵
2x Expenses Added
Type: Expenses
Status: Open
Qty: 1
⏳ 1.0 business days
⏱️
Labor Added Jan 12, 7:08 PM
Type: Labor
Status: Open
Qty: 12
⏱️
3x Labor Added Jan 13, 8:56 AM
Type: Labor
Status: Open
Qty: 0.5, 8
⏳ 2.0 business days
⏱️
3x Labor Added Jan 14, 3:41 PM
Type: Labor
Status: Open
Qty: 0.5, 8
⏳ 2.0 business days
⏱️
3x Labor Added Jan 15, 6:27 PM
Type: Labor
Status: Open
Qty: 0.5, 8
⏱️
4x Labor Added Jan 16, 2:05 PM
Type: Labor
Status: Open
Qty: 0.5, 4, 13
✔️
Status: Completed by Eric Smith Jan 17, 12:56 PM
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 71d 18h, 0m
⏳ 3.0 business days
📄
Status: Ready to Bill by Wayne Rush Jan 22, 11:27 AM
From: Closed
To: Ready to Bill
Duration in Previous: 4d 22h
📨
Status: Invoice Pending by Hannah Shaw Jan 22, 2:37 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 3h 9m
🧾
▶
2 Invoice Created Jan 22, 5:59 PM
Invoice Created → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 3h 22m

Bottlenecks

Ready for Scheduling
Duration: 5.1 business days (threshold: 1.0 business days)
Exceeded by 4.1 business days
Scheduled
Duration: 46.1 business days (threshold: 2.0 business days)
Exceeded by 44.1 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

No related artifacts

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
CSOL Services
Branch
ERLA - PROD
Technician
Eric Smith
Scheduled
Jan 13, 8:00 AM
Created
Oct 30, 7:11 PM
Invoice #
SM-251911

Work Details (34)

Name Type Status Qty Amount Date
WL-03060882 Expenses Open 1 $738.59 Jan 11, 10:19 AM
WL-03060883 Expenses Open 1 $166.12 Jan 11, 10:20 AM
WL-03060884 Expenses Open 1 $221.78 Jan 11, 10:20 AM
WL-03060885 Expenses Open 1 $221.78 Jan 11, 10:20 AM
WL-03060886 Expenses Open 1 $185.78 Jan 11, 10:20 AM
WL-03060889 Expenses Open 1 $28.00 Jan 11, 10:22 AM
WL-03060887 Expenses Open 1 $28.00 Jan 11, 10:22 AM
WL-03060888 Expenses Open 1 $28.00 Jan 11, 10:22 AM
WL-03060890 Expenses Open 1 $28.00 Jan 11, 10:22 AM
WL-03060893 Expenses Open 1 $34.00 Jan 11, 10:26 AM
WL-03060891 Expenses Open 1 $34.00 Jan 11, 10:26 AM
WL-03060892 Expenses Open 1 $34.00 Jan 11, 10:26 AM
WL-03060894 Expenses Open 1 $34.00 Jan 11, 10:26 AM
WL-03060898 Expenses Open 1 $68.00 Jan 11, 10:27 AM
WL-03060895 Expenses Open 1 $68.00 Jan 11, 10:27 AM
WL-03060896 Expenses Open 1 $68.00 Jan 11, 10:27 AM
WL-03060897 Expenses Open 1 $68.00 Jan 11, 10:27 AM
WL-03060899 Expenses Open 1 $68.00 Jan 11, 10:27 AM
WL-03060900 Expenses Open 1 $51.21 Jan 11, 10:27 AM
WL-03060901 Expenses Open 1 $269.42 Jan 11, 10:28 AM
WL-03062393 Labor Open 12 $480.00 Jan 12, 7:08 PM
WL-03062877 Labor Open 0.5 $20.00 Jan 13, 8:56 AM
WL-03062878 Labor Open 8 $830.00 Jan 13, 8:56 AM
WL-03062879 Labor Open 0.5 $20.00 Jan 13, 8:56 AM
WL-03065040 Labor Open 0.5 $20.00 Jan 14, 3:41 PM
WL-03065041 Labor Open 8 $830.00 Jan 14, 3:41 PM
WL-03065042 Labor Open 0.5 $20.00 Jan 14, 3:41 PM
WL-03067037 Labor Open 0.5 $20.00 Jan 15, 6:27 PM
WL-03067038 Labor Open 8 $830.00 Jan 15, 6:27 PM
WL-03067039 Labor Open 0.5 $20.00 Jan 15, 6:27 PM
WL-03068148 Labor Open 0.5 $20.00 Jan 16, 2:05 PM
WL-03068149 Labor Open 4 $830.00 Jan 16, 2:05 PM
WL-03068150 Labor Open 0.5 $20.00 Jan 16, 2:05 PM
WL-03068151 Labor Open 13 $520.00 Jan 16, 2:05 PM

Details