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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01318564 ↗ ServiceMax

PHILIPS HEALTHCARE • Preventive Maintenance • PC

📍 Grady Memorial Hospital — 80 Jesse Hill Jr Dr SE, Atlanta GA, 30303

Dec 3, 2025 → Dec 10, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Dec 17, 2025
✓ SLA Met (8 biz days early)
Active: 2 biz days
🕐 Clock stopped: Completed (Dec 6, 2025)
1d
▶ Clock Running
Status: Created
Dec 3 → Dec 4, 2025
1 business day (counted)
Running total: 1 of ? biz days used
⏸ Clock Paused
Status: Ready for Release
Dec 4 → Dec 4, 2025
0 business days (not counted)
▶ Clock Running
Status: Assigned
Dec 4 → Dec 4, 2025
0 business days (counted)
Running total: 1 of ? biz days used
1d
▶ Clock Running
Status: Scheduled
Dec 4 → Dec 5, 2025
1 business day (counted)
Running total: 2 of ? biz days used
0d
▶ Clock Running
Status: Tech On Site
Dec 5 → Dec 6, 2025
0 business days (counted)
Running total: 2 of ? biz days used
Created: Dec 3, 2025 Completed: Dec 6, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Dec 3 → Dec 4 Created ▶ Running 1 1
Dec 4 → Dec 4 Ready for Release ⏸ Paused 0 —
Dec 4 → Dec 4 Assigned ▶ Running 0 1
Dec 4 → Dec 5 Scheduled ▶ Running 1 2
Dec 5 → Dec 6 Tech On Site ▶ Running 0 2
Dispatch 1.4d
Holding 0.1d (excluded)
Coordinators 1.4d
Field Work 3.6d
Billing 1.4d
✓ SLA Met
Dispatch
1.4 days
Over SLA
Holding (excluded from total)
0.1 days
Coordinators
1.4 days
Field Work
3.6 days
Over SLA
Billing
1.4 days
Over SLA
Created: Dec 3, 2025 Due: Dec 17, 2025 Completed: Dec 10, 2025 (7 days early)
📅
5.4 days Total Age
⏱️
3.0d in Completed Longest Stage
🔄
8 transitions Status Changes
⚠️
4.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00548573
URGENT Philips WO Request
Closed
Customer requesting PM on a device - 100103134
Priority
High
Origin
Email
Reason
New Case
Contact
Kenyana Foster
Owner
Shelby Robinson
Created
Dec 3, 2025
Work Orders from this Case (1)
WO-01318564 (current) Invoiced
Preventive Maintenance • Nkosi Wilson
Created: Dec 3, 2025 • Closed: Dec 10, 2025
Completed with minor delays
Invoiced • 91 days old
🚨
Primary Delay 3.0 days stuck in "Completed"
⏱️
Total Delay 4.0 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
1.4d / 0.5d SLA
Ready for Release
0.1d
Scheduled
1.4d / 2.0d SLA
Tech On Site
0.6d / 1.0d SLA
Completed
3.0d / 1.0d SLA
Closed
1.7d / 1.0d SLA
07e-Partial Project
0.5d
Ready to Bill
1.4d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/04/2025 Cever planner working to schedule FSE onsite

🔧 Work Performed
Customer requesting PM on a device - 100103134
🔍 Technician Findings
Customer requesting PM on a device - 100103134
⚠️ Problem Description
Customer requesting PM on a device - 100103134
📄 Description
V60 Ventilator
📞 Call Description
PM - Trade - Customer Value PM

Timeline

📞
Case Linked Dec 3, 3:12 PM
Case Number: 00548573
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Dec 3, 3:34 PM
Work Order: WO-01318564
Type: Preventive Maintenance
Priority: PC
✅
Status: Ready for Release by Cristina Everetts Dec 4, 2:56 PM
From: Entered
To: Ready for Release
Duration in Previous: 23h 22m
👷
▶
3 Technician Assigned Dec 4, 3:42 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Cristina Everetts
From: Ready for Release, Assigned
To: Assigned, Scheduled
Duration in Previous: 45m, 0m
📅
Dispatch Scheduled by Cristina Everetts
Scheduled For: 2025-12-05T13:00:00.000+0000
🔧
Status: Tech On Site by Nkosi Wilson Dec 5, 2:33 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 22h 50m
⏱️
▶
2 2x Labor Added Dec 5, 10:01 PM
2x Labor Added → Status: Completed
✔️
Status: Completed by Nkosi Wilson
From: Tech On Site
To: Completed
Duration in Previous: 7h 28m
⏳ 3.2 business days
🏁
Status: Closed by Nkosi Wilson Dec 10, 1:26 PM
From: Completed
To: Closed
Duration in Previous: 4d 15h
⏱️
▶
2 Labor Added Dec 11, 11:49 AM
Labor Added → Status: 07e-Partial Project
📋
Status: 07e-Partial Project by Timothy Amburgey
From: Closed
To: 07e-Partial Project
Duration in Previous: 22h 25m
📄
Status: Ready to Bill by Timothy Amburgey Dec 11, 3:46 PM
From: 07e-Partial Project
To: Ready to Bill
Duration in Previous: 3h 53m
💰
Status: Invoiced by Josh Longway Dec 12, 4:01 AM
From: Ready to Bill
To: Invoiced
Duration in Previous: 12h 15m

Bottlenecks

Entered
Duration: 1.4 business days (threshold: 4.0 business hours)
Exceeded by 7.4 business hours
Completed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Closed
Duration: 1.7 business days (threshold: 1.0 business days)
Exceeded by 5.6 business hours
Ready to Bill
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.2 business hours

🔗 Related Artifacts

📞
Case 00548573
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
ERLA - PROD
Technician
Nkosi Wilson
Scheduled
Dec 5, 8:00 AM
Created
Dec 3, 3:34 PM
Invoice #
N/A

Work Details (3)

Name Type Status Qty Amount Date
WL-03028950 Labor Open 2 $155.00 Dec 5, 10:01 PM
WL-03028951 Labor Open 3 $150.00 Dec 5, 10:01 PM
WL-03034044 Labor Open 0.016666666666667 $38.00 Dec 11, 11:49 AM

Details