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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01326887 ↗ ServiceMax

PHILIPS HEALTHCARE • Preventive Maintenance • PC

📍 John L Hahn MD Inc — 10 Valley St, Petersburg WV, 26847

Dec 16, 2025 → Jan 26, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Feb 28, 2026
✓ SLA Met (23 biz days early)
Active: 16 biz days
Paused: 10 biz days
🕐 Clock stopped: Completed (Jan 26, 2026)
▶ Clock Running
Status: Created
Dec 16 → Dec 16, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Dec 16 → Dec 16, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸10d
⏸ Clock Paused
Status: Ready for Release
Dec 16 → Dec 31, 2025
10 business days (not counted)
16d
▶ Clock Running
Status: Scheduled
Dec 31 → Jan 26, 2026
16 business days (counted)
Running total: 16 of ? biz days used
Created: Dec 16, 2025 Completed: Jan 26, 2026
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Dec 16 → Dec 16 Created ▶ Running 0 0
Dec 16 → Dec 16 Ready for Scheduling ▶ Running 0 0
Dec 16 → Dec 31 Ready for Release ⏸ Paused 10 —
Dec 31 → Jan 26 Scheduled ▶ Running 16 16
Dispatch 0.0d
Holding 10.2d (excluded)
Coordinators 16.4d
Field Work 0.0d
Billing 1.3d
✓ SLA Met
Dispatch
0.0 days
Holding (excluded from total)
10.2 days
Coordinators
16.4 days
Over SLA
Field Work
0.0 days
Billing
1.3 days
Over SLA
Created: Dec 16, 2025 Due: Feb 28, 2026 Completed: Jan 26, 2026 (33 days early)
📅
26.3 days Total Age
⏱️
16.2d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
15.2d 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 #00552246
URGENT Philips WO Request
Closed
Preventative Maintenance Visit
Priority
High
Origin
Email
Reason
New Case
Contact
Cecily Cosner
Owner
Kimberly Hardison
Created
Dec 16, 2025
Work Orders from this Case (1)
WO-01326887 (current) Invoiced
Preventive Maintenance • Fady Messak
Created: Dec 16, 2025 • Closed: Jan 26, 2026
Completed with significant delays
Invoiced • 78 days old
🚨
Primary Delay 16.2 days stuck in "Scheduled"
⏱️
Total Delay 15.2 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 Scheduling
0.1d / 1.0d SLA
Ready for Release
10.2d
Scheduled
16.2d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.6d / 1.0d SLA
07e-Partial Project
8.0d
Ready to Bill
1.3d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

01/26/2026 DMalloy - Allocated to EMSAR. Philips FSE completed PM


12/31/2025 DMalloy - Email recieved from customer agreeing to have FSE Fanfan Siku onsite on Monday, January 26th at 12PM. Emailed a confirmation.  

cecilycosner@gmail.com


12/31/2025 DMalloy - Called 304.257.2152 for Cecily Cosner. No answer. Office closed on Wednesdays. Left a VM for a call back. Followed up with email. Looking to schedule for 1/26/2026 at 12Noon

cecilycosner@gmail.com


12/24/2025 DMalloy - First Contact email sent to customer Cecily Cosner confirming the device location, serial number and proposed a date and time for a visit. 

cecilycosner@gmail.com

🔧 Work Performed
01/26/2026 DMalloy - Allocated to EMSAR. Philips FSE completed PM
⚠️ Problem Description
Preventative Maintenance Visit - EPIQ Elite Diagnostic Ultrasound System
📞 Call Description
Contract - BG Required PM

Timeline

📞
Case Linked Dec 16, 3:53 PM
Case Number: 00552246
Subject: URGENT Philips WO Request
Status: Closed
📋
▶
2 Work Order Created Dec 16, 4:33 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
✅
Status: Ready for Release by Deon Malloy Dec 16, 5:41 PM
From: Ready for Scheduling
To: Ready for Release
Duration in Previous: 1h 7m
🚨 10.8 business days
👷
▶
4 Technician Assigned Dec 31, 5:06 PM
Technician Assigned → Status: Scheduled → Dispatch Scheduled → Dispatch Scheduled
🗓️
Status: Scheduled by Deon Malloy
From: Ready for Release
To: Scheduled
Duration in Previous: 14d 23h
📅
Dispatch Scheduled by Deon Malloy
Scheduled For: 2026-01-26T00:00:00.000+0000, 2026-01-26T05:00:00.000+0000
📅
Dispatch Scheduled by Deon Malloy
Scheduled For: 2026-01-26T17:00:00.000+0000
🚨 16.9 business days
📅
Dispatch Scheduled by Deon Malloy Jan 26, 8:58 AM
Scheduled For: 2026-01-28T17:00:00.000+0000
📅
Dispatch Scheduled by Deon Malloy Jan 26, 9:20 AM
Scheduled For: 2026-01-31T17:00:00.000+0000
👷
▶
2 Technician Assigned Jan 26, 1:43 PM
Technician Assigned → Labor Added
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 0.016666666666667
✔️
▶
2 Status: Completed Jan 26, 1:53 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Deon Malloy
From: Completed
To: Closed
Duration in Previous: 3m
📋
Status: 07e-Partial Project by Timothy Amburgey Jan 27, 10:54 AM
From: Closed
To: 07e-Partial Project
Duration in Previous: 20h 56m
⚠️ 8.0 business days
📄
Status: Ready to Bill by Timothy Amburgey Feb 5, 4:19 PM
From: 07e-Partial Project
To: Ready to Bill
Duration in Previous: 9d 5h
💰
Status: Invoiced by Josh Longway Feb 6, 4:00 AM
From: Ready to Bill
To: Invoiced
Duration in Previous: 11h 40m

Bottlenecks

Scheduled
Duration: 16.2 business days (threshold: 2.0 business days)
Exceeded by 14.2 business days
Closed
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 5.0 business hours
Ready to Bill
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.7 business hours

🔗 Related Artifacts

📞
Case 00552246
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
ERLA - PROD
Technician
Fady Messak
Scheduled
Jan 31, 12:00 PM
Created
Dec 16, 4:33 PM
Invoice #
N/A

Work Details (1)

Name Type Status Qty Amount Date
WL-03079107 Labor Open 0.016666666666667 $38.00 Jan 26, 1:44 PM

Details