Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01318748 ↗ ServiceMax

PHILIPS HEALTHCARE • Training • PC

📍 Cleveland Training Academy - Philips — 595 Miner Road, Cleveland OH, 44143

Dec 4, 2025 → Dec 16, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Dec 13, 2025
✓ SLA Met
Active: 6 biz days
🕐 Clock stopped: Completed (Dec 12, 2025)
1d
▶ Clock Running
Status: Created
Dec 4 → Dec 5, 2025
1 business day (counted)
Running total: 1 of ? biz days used
5d
▶ Clock Running
Status: Scheduled
Dec 5 → Dec 12, 2025
5 business days (counted)
Running total: 6 of ? biz days used
Created: Dec 4, 2025 Completed: Dec 12, 2025
Show SLA Clock Detail (2 periods)
Period Status Clock Biz Days Running Total
Dec 4 → Dec 5 Created ▶ Running 1 1
Dec 5 → Dec 12 Scheduled ▶ Running 5 6
Dispatch 1.8d
Coordinators 6.0d
Field Work 2.8d
✓ SLA Met
Dispatch
1.8 days
Over SLA
Coordinators
6.0 days
Over SLA
Field Work
2.8 days
Over SLA
Created: Dec 4, 2025 Due: Dec 13, 2025 Completed: Dec 17, 2025 (3 days late)
📅
8.8 days Total Age
⏱️
6.0d in Scheduled Longest Stage
🔄
3 transitions Status Changes
⚠️
7.1d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
38 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 Dec 7, 2025
Visit 2 Dec 8, 2025
Visit 3 Dec 9, 2025
Visit 4 Dec 10, 2025
Visit 5 Dec 11, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00548860
URGENT Philips WO Request
Closed
PICIX class for Rick Charles
Priority
High
Origin
Email
Reason
New Case
Contact
N/A
Owner
Shelby Robinson
Created
Dec 4, 2025
Work Orders from this Case (1)
WO-01318748 (current) Closed
Training • Rick Charles
Created: Dec 4, 2025 • Closed: Dec 16, 2025
Completed with minor delays
Closed • 90 days old
🚨
Primary Delay 6.0 days stuck in "Scheduled"
⏱️
Total Delay 7.1 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
1.8d / 0.5d SLA
Scheduled
6.0d / 2.0d SLA
Completed
2.8d / 1.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
Philips Patient Monitoring Training
🔍 Technician Findings
good training conditions
⚠️ Problem Description
MX class for Rick Charles
📞 Call Description
Training

Timeline

📞
Case Linked Dec 4, 11:52 AM
Case Number: 00548860
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Dec 4, 12:39 PM
Work Order: WO-01318748
Type: Training
Priority: PC
👷
▶
3 Technician Assigned Dec 5, 9:59 AM
Technician Assigned → Dispatch Scheduled → Status: Scheduled
📅
Dispatch Scheduled by Rich Fosbury
Scheduled For: 2025-12-08T13:00:00.000+0000
🗓️
Status: Scheduled by Rich Fosbury
From: Entered
To: Scheduled
Duration in Previous: 21h 20m
💵
2x Expenses Added Dec 5, 1:29 PM
Type: Expenses
Status: Open
Qty: 1
⏳ 2.0 business days
⏱️
8x Labor Added Dec 8, 5:11 PM
Type: Labor, Expenses, Travel
Status: Open
Qty: 7.25, 0.5, 8.25, 1, 421, 2.4
⏳ 2.9 business days
⏱️
10x Labor Added Dec 10, 12:02 PM
Type: Labor, Expenses, Travel
Status: Open
Qty: 0.25, 0.5, 8, 1, 2.4
⏳ 3.0 business days
⏱️
▶
2 18x Labor Added Dec 12, 12:24 PM
18x Labor Added → Status: Completed
✔️
Status: Completed by Rick Charles
From: Scheduled
To: Completed
Duration in Previous: 7d 2h
⏳ 3.0 business days
🏁
Status: Closed by Rick Charles Dec 16, 7:03 PM
From: Completed
To: Closed
Duration in Previous: 4d 6h

Bottlenecks

Entered
Duration: 1.8 business days (threshold: 4.0 business hours)
Exceeded by 1.3 business days
Scheduled
Duration: 6.0 business days (threshold: 2.0 business days)
Exceeded by 4.0 business days
Completed
Duration: 2.8 business days (threshold: 1.0 business days)
Exceeded by 1.8 business days

🔗 Related Artifacts

📞
Case 00548860
Closed

ℹ️ Work Order Details

Status
Closed
Priority
PC
Type
Training
Branch
ERLA - PROD
Technician
Rick Charles
Scheduled
Dec 8, 8:00 AM
Created
Dec 4, 12:39 PM
Invoice #
N/A

Work Details (38)

Name Type Status Qty Amount Date
WL-03028011 Expenses Open 1 $0.00 Dec 5, 1:29 PM
WL-03028012 Expenses Open 1 $0.00 Dec 5, 1:29 PM
WL-03030496 Labor Open 7.25 $0.00 Dec 8, 5:11 PM
WL-03030497 Labor Open 0.5 $0.00 Dec 8, 5:11 PM
WL-03030498 Labor Open 8.25 $0.00 Dec 8, 5:11 PM
WL-03030499 Expenses Open 1 $0.00 Dec 8, 5:11 PM
WL-03030500 Expenses Open 1 $0.00 Dec 8, 5:11 PM
WL-03030501 Travel Open 421 $0.00 Dec 8, 5:11 PM
WL-03030502 Travel Open 2.4 $0.00 Dec 8, 5:11 PM
WL-03030503 Travel Open 2.4 $0.00 Dec 8, 5:11 PM
WL-03032832 Labor Open 0.25 $0.00 Dec 10, 12:02 PM
WL-03032833 Labor Open 0.5 $0.00 Dec 10, 12:02 PM
WL-03032834 Labor Open 8 $0.00 Dec 10, 12:02 PM
WL-03032835 Labor Open 0.25 $0.00 Dec 10, 12:02 PM
WL-03032836 Expenses Open 1 $0.00 Dec 10, 12:02 PM
WL-03032837 Expenses Open 1 $0.00 Dec 10, 12:02 PM
WL-03032838 Travel Open 2.4 $0.00 Dec 10, 12:02 PM
WL-03032839 Travel Open 2.4 $0.00 Dec 10, 12:02 PM
WL-03032840 Travel Open 2.4 $0.00 Dec 10, 12:02 PM
WL-03032841 Travel Open 2.4 $0.00 Dec 10, 12:02 PM
WL-03035866 Labor Open 0.5 $0.00 Dec 12, 12:24 PM
WL-03035867 Labor Open 8.25 $0.00 Dec 12, 12:24 PM
WL-03035868 Labor Open 0.25 $0.00 Dec 12, 12:24 PM
WL-03035869 Labor Open 0.5 $0.00 Dec 12, 12:24 PM
WL-03035870 Labor Open 3.25 $0.00 Dec 12, 12:24 PM
WL-03035871 Labor Open 7.5 $0.00 Dec 12, 12:24 PM
WL-03035872 Expenses Open 1 $0.00 Dec 12, 12:24 PM
WL-03035873 Expenses Open 1 $0.00 Dec 12, 12:24 PM
WL-03035874 Expenses Open 1 $0.00 Dec 12, 12:24 PM
WL-03035875 Expenses Open 1 $0.00 Dec 12, 12:24 PM
WL-03035876 Expenses Open 1 $0.00 Dec 12, 12:24 PM
WL-03035877 Expenses Open 1 $0.00 Dec 12, 12:24 PM
WL-03035878 Expenses Open 1 $0.00 Dec 12, 12:24 PM
WL-03035879 Expenses Open 1 $0.00 Dec 12, 12:24 PM
WL-03035880 Expenses Open 1 $0.00 Dec 12, 12:24 PM
WL-03035881 Expenses Open 1 $0.00 Dec 12, 12:24 PM
WL-03035882 Travel Open 2.4 $0.00 Dec 12, 12:24 PM
WL-03035883 Travel Open 421 $0.00 Dec 12, 12:24 PM

Details