Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01314480 ↗ ServiceMax

PHILIPS HEALTHCARE • Preventive Maintenance • PC

📍 Baystate Medical Center — 30 Bobala Rd, Holyoke MA, 01040

Nov 11, 2025 → Feb 6, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Dec 30, 2025
✗ SLA Missed
Active: 0 biz days
Paused: 58 biz days
🕐 Clock stopped: Completed (Feb 6, 2026)
▶ Clock Running
Status: Created
Nov 11 → Nov 11, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸58d
⏸ Clock Paused
Status: Ready for Release
Nov 11 → Feb 6, 2026
58 business days (not counted)
▶ Clock Running
Status: Assigned
Feb 6 → Feb 6, 2026
0 business days (counted)
Running total: 0 of ? biz days used
Created: Nov 11, 2025 Completed: Feb 6, 2026
Show SLA Clock Detail (3 periods)
Period Status Clock Biz Days Running Total
Nov 11 → Nov 11 Created ▶ Running 0 0
Nov 11 → Feb 6 Ready for Release ⏸ Paused 58 —
Feb 6 → Feb 6 Assigned ▶ Running 0 0
Holding 58.0d (excluded)
Field Work 0.0d
Billing 3.0d
✗ SLA Missed
Holding (excluded from total)
58.0 days
Field Work
0.0 days
Billing
3.0 days
Over SLA
Created: Nov 11, 2025 Due: Dec 30, 2025 Completed: Feb 6, 2026 (37 days late)
📅
58.0 days Total Age
⏱️
58.0d in Ready for Release Longest Stage
🔄
5 transitions Status Changes
⚠️
5.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
1 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00542764
URGENT Philips WO Request
Closed
Priority
High
Origin
Email
Reason
New Case
Contact
EMSAR EMSAR
Owner
John Rolston
Created
Nov 11, 2025
Work Orders from this Case (1)
WO-01314480 (current) Invoiced
Preventive Maintenance • Fady Messak
Created: Nov 11, 2025 • Closed: Feb 6, 2026
Completed with minor delays
Invoiced • 113 days old
🚨
Primary Delay 58.0 days stuck in "Ready for Release"
⏱️
Total Delay 5.0 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
Ready for Release
58.0d
Completed
0.0d / 1.0d SLA
Closed
4.0d / 1.0d SLA
Ready to Bill
3.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

01/05/2026 Rbailey - Combined emails into 1 thread for Visibility. Looking for Signed and Returned


12/02/2025 Rbailey - Called 413.896.9104 spoke with Nigel. Who advised that they do the PMs in House. Advising Planners to see about Exception Letter


11/17/2025 Rbailey - Called413.896.9104 Spoke with Nigel. He asked me to resend email to him about these devices and he would confirm the location

nigel.cubin@baystatehealth.org

🔧 Work Performed
Exception Letter
⚠️ Problem Description
Preventative Maintenance Visit
📞 Call Description
PM - Contract - BG Required PM

Timeline

📞
Case Linked Nov 11, 7:12 AM
Case Number: 00542764
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Nov 11, 8:52 AM
Work Order: WO-01314480
Type: Preventive Maintenance
Priority: PC
✅
Status: Ready for Release by Mandy Newman Nov 11, 10:00 AM
From: Entered
To: Ready for Release
Duration in Previous: 1h 7m
🚨 58.0 business days
👷
▶
4 Status: Assigned Feb 6, 7:53 AM
Status: Assigned → Technician Assigned → Labor Added → Status: Closed
👷
Technician Assigned by Mandy Newman
Technician: Fady Messak
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 0.016666666666667
🏁
Status: Closed by Mandy Newman
From: Completed
To: Closed
Duration in Previous: 0m
⏳ 4.0 business days
📄
Status: Ready to Bill by Timothy Amburgey Feb 11, 10:07 AM
From: Closed
To: Ready to Bill
Duration in Previous: 5d 2h
⏳ 2.5 business days
💰
Status: Invoiced by Josh Longway Feb 13, 4:01 AM
From: Ready to Bill
To: Invoiced
Duration in Previous: 1d 17h

Bottlenecks

Closed
Duration: 4.0 business days (threshold: 1.0 business days)
Exceeded by 3.0 business days
Ready to Bill
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00542764
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
ERLA - PROD
Technician
Fady Messak
Scheduled
N/A
Created
Nov 11, 8:52 AM
Invoice #
N/A

Work Details (1)

Name Type Status Qty Amount Date
WL-03094825 Labor Open 0.016666666666667 $38.00 Feb 6, 7:54 AM

Details