Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01312527 ↗ ServiceMax

PHILIPS HEALTHCARE • New Hire Training • PC

📍 Jeffrey Coles Trunk Stock — 12 Valley Frost Court Apt J, Cockeysville MD, 21030

Nov 3, 2025 → Nov 7, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Nov 28, 2025
✓ SLA Met (12 biz days early)
Active: 4 biz days
🕐 Clock stopped: Tech Off Site (Nov 7, 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
3d
▶ Clock Running
Status: Scheduled
Nov 3 → Nov 6, 2025
3 business days (counted)
Running total: 3 of ? biz days used
1d
▶ Clock Running
Status: Tech On Site
Nov 6 → Nov 7, 2025
1 business day (counted)
Running total: 4 of ? biz days used
Created: Nov 3, 2025 Tech Off Site: Nov 7, 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 6 Scheduled ▶ Running 3 3
Nov 6 → Nov 7 Tech On Site ▶ Running 1 4
Dispatch 0.0d
Coordinators 4.0d
Field Work 2.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
4.0 days
Over SLA
Field Work
2.0 days
Over SLA
Created: Nov 3, 2025 Due: Nov 28, 2025 Completed: Nov 7, 2025 (21 days early)
📅
5.0 days Total Age
⏱️
4.0d in Scheduled Longest Stage
🔄
5 transitions Status Changes
⚠️
3.0d 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 Jeffrey Coles — 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 #00540334
URGENT Philips WO Request
Closed
Priority
High
Origin
Email
Reason
New Case
Contact
EMSAR EMSAR
Owner
John Rolston
Created
Nov 3, 2025
Work Orders from this Case (1)
WO-01312527 (current) Closed
New Hire Training • Jeffrey Coles
Created: Nov 3, 2025 • Closed: Nov 7, 2025
Completed with minor delays
Closed • 121 days old
🚨
Primary Delay 4.0 days stuck in "Scheduled"
⏱️
Total Delay 3.0 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
Scheduled
4.0d / 2.0d SLA
Tech On Site
2.0d / 1.0d SLA
Tech Off Site
0.0d / 2.0d SLA
Completed
0.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔧 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, 9:54 AM
Case Number: 00540334
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Nov 3, 10:19 AM
Work Order: WO-01312527
Type: New Hire Training
Priority: PC
👷
▶
3 Status: Assigned Nov 3, 10:35 AM
Status: Assigned → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Mandy Newman
Technician: Jeffrey Coles
📅
Dispatch Scheduled by Mandy Newman
Scheduled For: 2025-11-03T13:00:00.000+0000
⏳ 2.0 business days
⏱️
2x Labor Added Nov 4, 6:19 PM
Type: Labor
Status: Open
Qty: 9
⏳ 2.7 business days
🔧
Status: Tech On Site by Jeffrey Coles Nov 6, 9:10 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 22h
⏱️
2x Labor Added Nov 7, 8:34 AM
Type: Labor
Status: Open
Qty: 9
⏱️
▶
3 Labor Added Nov 7, 5:12 PM
Labor Added → Status: Tech Off Site → Status: Completed
🚗
Status: Tech Off Site by Jeffrey Coles
From: Tech On Site
To: Tech Off Site
Duration in Previous: 1d 8h
✔️
Status: Completed by Jeffrey Coles
From: Tech Off Site
To: Completed
Duration in Previous: 2m
🏁
Status: Closed by Jeffrey Coles Nov 7, 5:17 PM
From: Completed
To: Closed
Duration in Previous: 1m

Bottlenecks

Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Tech On Site
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00540334
Closed

ℹ️ Work Order Details

Status
Closed
Priority
PC
Type
New Hire Training
Branch
ERLA - PROD
Technician
Jeffrey Coles
Scheduled
Nov 3, 8:00 AM
Created
Nov 3, 10:19 AM
Invoice #
N/A

Work Details (5)

Name Type Status Qty Amount Date
WL-02996232 Labor Open 9 $0.00 Nov 4, 6:19 PM
WL-02996233 Labor Open 9 $0.00 Nov 4, 6:19 PM
WL-02999509 Labor Open 9 $0.00 Nov 7, 8:34 AM
WL-02999510 Labor Open 9 $0.00 Nov 7, 8:34 AM
WL-03000406 Labor Open 9.1666666666667 $0.00 Nov 7, 5:12 PM

Details