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WO-01312525 ↗ ServiceMax

PHILIPS HEALTHCARE • New Hire Training • PC

📍 Horace Barnes Trunk Stock — 834 Tealwood Dr Apt 104, Brandon FL, 33510

Nov 3, 2025 → Nov 10, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Nov 8, 2025
✗ SLA Missed (1 biz days late)
Active: 5 biz days
🕐 Clock stopped: Completed (Nov 10, 2025)
▶ Clock Running
Status: Created
Nov 3 → Nov 3, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Nov 3 → Nov 3, 2025
0 business days (counted)
Running total: 0 of ? biz days used
4d
▶ Clock Running
Status: Scheduled
Nov 3 → Nov 7, 2025
4 business days (counted)
Running total: 4 of ? biz days used
1d
▶ Clock Running
Status: Tech On Site
Nov 7 → Nov 10, 2025
1 business day (counted)
Running total: 5 of ? biz days used
Created: Nov 3, 2025 Completed: Nov 10, 2025
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Nov 3 → Nov 3 Created ▶ Running 0 0
Nov 3 → Nov 3 Assigned ▶ Running 0 0
Nov 3 → Nov 7 Scheduled ▶ Running 4 4
Nov 7 → Nov 10 Tech On Site ▶ Running 1 5
Dispatch 0.0d
Coordinators 5.0d
Field Work 1.3d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
5.0 days
Over SLA
Field Work
1.3 days
Over SLA
Created: Nov 3, 2025 Due: Nov 8, 2025 Completed: Nov 10, 2025 (1 days late)
📅
6.0 days Total Age
⏱️
5.0d in Scheduled Longest Stage
🔄
5 transitions Status Changes
⚠️
3.3d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 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 Horace Barnes — scheduling delays attributed to technician, not coordinators
Visit 1 Nov 3, 2025
Visit 2 Nov 4, 2025
Visit 3 Nov 5, 2025
Visit 4 Nov 6, 2025
Visit 5 Nov 7, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00540333
URGENT Philips WO Request
Closed
WO Creation Needed for NB Training (PLC) Local POC Name (Secondary): Mandy Newman Horace Barnes Trunk Stock 834 Tealwood Dr Apt 104 Brandon FL 33510
Priority
High
Origin
Email
Reason
New Case
Contact
EMSAR EMSAR
Owner
John Rolston
Created
Nov 3, 2025
Work Orders from this Case (1)
WO-01312525 (current) Closed
New Hire Training • Horace Barnes
Created: Nov 3, 2025 • Closed: Nov 10, 2025
Completed with minor delays
Closed • 121 days old
🚨
Primary Delay 5.0 days stuck in "Scheduled"
⏱️
Total Delay 3.3 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
Assigned
0.0d / 0.5d SLA
Scheduled
5.0d / 2.0d SLA
Tech On Site
1.3d / 1.0d SLA
Completed
0.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/10/2025 SRobinson- Created followup WO. (WO-01314449)

new hire training week 3

🔧 Work Performed
new hire training week 3
🔍 Technician Findings
new hire training week 3
⚠️ Problem Description
WO Creation Needed for NB Training (PLC) Local POC Name (Secondary): Mandy Newman Horace Barnes Trunk Stock 834 Tealwood Dr Apt 104 Brandon FL 33510
📞 Call Description
Training

Timeline

📞
Case Linked Nov 3, 9:53 AM
Case Number: 00540333
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Nov 3, 10:18 AM
Work Order: WO-01312525
Type: New Hire Training
Priority: PC
👷
▶
4 Technician Assigned Nov 3, 10:31 AM
Technician Assigned → Status: Assigned → Dispatch Scheduled → Status: Scheduled
👷
Status: Assigned by Mandy Newman
From: Entered
To: Assigned
Duration in Previous: 12m
📅
Dispatch Scheduled by Mandy Newman
Scheduled For: 2025-11-03T13:00:00.000+0000
🗓️
Status: Scheduled by Mandy Newman
From: Assigned
To: Scheduled
Duration in Previous: 1m
⚠️ 5.0 business days
⏱️
4x Labor Added Nov 7, 8:58 AM
Type: Labor
Status: Open
Qty: 9
🔧
▶
2 Status: Tech On Site Nov 7, 4:54 PM
Status: Tech On Site → Labor Added
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 9
⏳ 1.9 business days
✔️
▶
2 Status: Completed Nov 10, 2:00 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Horace Barnes
From: Completed
To: Closed
Duration in Previous: 2m

Bottlenecks

Scheduled
Duration: 5.0 business days (threshold: 2.0 business days)
Exceeded by 3.0 business days
Tech On Site
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.1 business hours

🔗 Related Artifacts

📞
Case 00540333
Closed

ℹ️ Work Order Details

Status
Closed
Priority
PC
Type
New Hire Training
Branch
ERLA - PROD
Technician
Horace Barnes
Scheduled
Nov 3, 8:00 AM
Created
Nov 3, 10:18 AM
Invoice #
N/A

Work Details (5)

Name Type Status Qty Amount Date
WL-02999520 Labor Open 9 $0.00 Nov 7, 8:58 AM
WL-02999521 Labor Open 9 $0.00 Nov 7, 8:58 AM
WL-02999522 Labor Open 9 $0.00 Nov 7, 8:58 AM
WL-02999523 Labor Open 9 $0.00 Nov 7, 8:58 AM
WL-03000390 Labor Open 9 $0.00 Nov 7, 4:58 PM

Details