Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01324477 ↗ ServiceMax

PHILIPS HEALTHCARE • FCO • PC

📍 NYS DHSES Stockpiles — 2 Van Buren Blvd Bldg 10 Bay 3, Guilderland Center NY, 12085

Dec 9, 2025 → Jan 8, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Dec 31, 2026
✓ SLA Met (244 biz days early)
Active: 20 biz days
🕐 Clock stopped: Completed (Jan 8, 2026)
▶ Clock Running
Status: Created
Dec 9 → Dec 10, 2025
1 business day (counted)
Running total: 1 of ? biz days used
4d
▶ Clock Running
Status: Scheduled
Dec 10 → Dec 16, 2025
4 business days (counted)
Running total: 5 of ? biz days used
15d
▶ Clock Running
Status: Incomplete
Dec 16 → Jan 8, 2026
15 business days (counted)
Running total: 20 of ? biz days used
Created: Dec 9, 2025 Completed: Jan 8, 2026
Show SLA Clock Detail (3 periods)
Period Status Clock Biz Days Running Total
Dec 9 → Dec 10 Created ▶ Running 1 1
Dec 10 → Dec 16 Scheduled ▶ Running 4 5
Dec 16 → Jan 8 Incomplete ▶ Running 15 20
Dispatch 2.0d
Coordinators 4.4d
Field Work 0.0d
Incomplete 16.0d (excluded)
✓ SLA Met
Dispatch
2.0 days
Over SLA
Coordinators
4.4 days
Over SLA
Field Work
0.0 days
Incomplete (excluded from total)
16.0 days
Created: Dec 9, 2025 Due: Dec 31, 2026 Completed: Jan 8, 2026 (357 days early)
📅
21.0 days Total Age
⏱️
16.0d in Incomplete Longest Stage
🔄
5 transitions Status Changes
⚠️
7.9d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
0 lines Work Details
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00550101
URGENT Philips WO Request
Closed
Trilogy EV300 Ventilator - Machine Flow Sensor Inaccurate Flow Measurements and/or Delivery
Priority
High
Origin
Email
Reason
New Case
Contact
Jeff Ballard
Owner
Shelby Robinson
Created
Dec 9, 2025
Work Orders from this Case (1)
WO-01324477 (current) Invoiced
FCO • Horace Barnes
Created: Dec 9, 2025 • Closed: Jan 8, 2026
Completed with minor delays
Invoiced • 85 days old
🚨
Primary Delay 16.0 days stuck in "Incomplete"
⏱️
Total Delay 7.9 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
2.0d / 0.5d SLA
Scheduled
4.4d / 2.0d SLA
Incomplete
16.0d
Completed
0.0d / 1.0d SLA
Closed
5.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
12/09/2025 ALuman - onsite WO for Horace Barnes the week of 12/8
🔧 Work Performed
Device transferred to different rep
🔍 Technician Findings
Device transferred to different rep
⚠️ Problem Description
Trilogy EV300 Ventilator - Machine Flow Sensor Inaccurate Flow Measurements and/or Delivery
📄 Description
Philips Trilogy EV300 Hospital Ventilator (DS2200X11B / 989805661881)
📞 Call Description
FCO86600081

Timeline

📞
Case Linked Dec 9, 10:18 AM
Case Number: 00550101
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Dec 9, 10:41 AM
Work Order: WO-01324477
Type: FCO
Priority: PC
👷
▶
3 Technician Assigned Dec 10, 9:43 AM
Technician Assigned → Dispatch Scheduled → Status: Scheduled
📅
Dispatch Scheduled by Ashley Luman
Scheduled For: 2025-12-08T05:00:00.000+0000, 2025-12-08T00:00:00.000+0000
🗓️
Status: Scheduled by Ashley Luman
From: Entered
To: Scheduled
Duration in Previous: 23h 1m
📅
Dispatch Scheduled by Ashley Luman Dec 10, 9:51 AM
Scheduled For: 2025-12-08T10:00:00.000+0000
⏳ 4.0 business days
⚠️
Status: Incomplete by Horace Barnes Dec 15, 10:30 PM
From: Scheduled
To: Incomplete
Duration in Previous: 5d 12h
🚨 16.2 business days
✔️
▶
2 Status: Completed Jan 8, 11:18 AM
Status: Completed → Status: Closed
🏁
Status: Closed by Horace Barnes
From: Completed
To: Closed
Duration in Previous: 1m
⚠️ 5.0 business days
📄
▶
2 Status: Ready to Bill Jan 14, 11:52 AM
Status: Ready to Bill → Invoice Created
🧾
Invoice Created
Invoice Number: SM-251165

Bottlenecks

Entered
Duration: 2.0 business days (threshold: 4.0 business hours)
Exceeded by 1.5 business days
Scheduled
Duration: 4.4 business days (threshold: 2.0 business days)
Exceeded by 2.4 business days
Closed
Duration: 5.0 business days (threshold: 1.0 business days)
Exceeded by 4.0 business days

🔗 Related Artifacts

📞
Case 00550101
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
FCO
Branch
ERLA - PROD
Technician
Horace Barnes
Scheduled
Dec 8, 5:00 AM
Created
Dec 9, 10:41 AM
Invoice #
SM-251165

Details