Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01327846 ↗ ServiceMax

GE Healthcare FMI • Installation • PC

📍 WILLIAM W BACKUS HOSPITAL — 326 WASHINGTON ST, NORWICH CT, 06360

Dec 23, 2025 → Dec 30, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Mar 31, 2026
✓ SLA Met (61 biz days early)
Active: 5 biz days
🕐 Clock stopped: Invoiced (Dec 31, 2025)
4d
▶ Clock Running
Status: Created
Dec 23 → Dec 30, 2025
4 business days (counted)
Running total: 4 of ? biz days used
▶ Clock Running
Status: Scheduled
Dec 30 → Dec 30, 2025
0 business days (counted)
Running total: 4 of ? biz days used
▶ Clock Running
Status: Tech On Site
Dec 30 → Dec 31, 2025
1 business day (counted)
Running total: 5 of ? biz days used
▶ Clock Running
Status: Tech Off Site
Dec 31 → Dec 31, 2025
0 business days (counted)
Running total: 5 of ? biz days used
▶ Clock Running
Status: Completed
Dec 31 → Dec 31, 2025
0 business days (counted)
Running total: 5 of ? biz days used
Created: Dec 23, 2025 Invoiced: Dec 31, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Dec 23 → Dec 30 Created ▶ Running 4 4
Dec 30 → Dec 30 Scheduled ▶ Running 0 4
Dec 30 → Dec 31 Tech On Site ▶ Running 1 5
Dec 31 → Dec 31 Tech Off Site ▶ Running 0 5
Dec 31 → Dec 31 Completed ▶ Running 0 5
Dispatch 7.6d
Coordinators 0.0d
Field Work 1.0d
Billing 2.6d
✓ SLA Met
Dispatch
7.6 days
Over SLA
Coordinators
0.0 days
Field Work
1.0 days
Over SLA
Billing
2.6 days
Over SLA
Created: Dec 23, 2025 Due: Mar 31, 2026 Completed: Dec 31, 2025 (90 days early)
📅
4.6 days Total Age
⏱️
16.0d in L2 Review Longest Stage
🔄
9 transitions Status Changes
⚠️
11.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
👤 Self-scheduled by Joseph Nuovo — scheduling delays attributed to technician, not coordinators
Visit 1 Dec 29, 2025
Visit 2 Dec 30, 2025

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00553649
need due date
Closed
Priority
Standard
Origin
Email
Reason
New Case
Contact
N/A
Owner
Sherry Reich
Created
Dec 22, 2025
Work Orders from this Case (31)
WO-01327779 Invoiced
Installation • Eric Mancerella
Created: Dec 23, 2025 • Closed: Jan 15, 2026
WO-01327781 Invoiced
Installation • Paul Mccormish
Created: Dec 23, 2025 • Closed: Jan 8, 2026
WO-01327783 Invoiced
Installation • Bennet O Dartey
Created: Dec 23, 2025 • Closed: Jan 2, 2026
WO-01327790 L2 Review
Installation • Jeffrey Coles
Created: Dec 23, 2025 • Closed: Jan 8, 2026
WO-01327793 L2 Review
Installation • Jeffrey Coles
Created: Dec 23, 2025 • Closed: Jan 7, 2026
WO-01327798 Invoiced
Installation • Jackson Reeves
Created: Dec 23, 2025 • Closed: Jan 13, 2026
WO-01327808 L2 Review
Installation • Allan Klus
Created: Dec 23, 2025 • Closed: Jan 12, 2026
WO-01327809 Entered
Installation
Created: Dec 23, 2025
WO-01327810 Scheduled
Installation • Rick Charles
Created: Dec 23, 2025
WO-01327812 Invoiced
Installation • Paul Mccormish
Created: Dec 23, 2025 • Closed: Jan 8, 2026
WO-01327814 Scheduled
Installation • Jeffrey Coles
Created: Dec 23, 2025
WO-01327815 Entered
Installation
Created: Dec 23, 2025
WO-01327826 Invoiced
Installation • Carlos Puebla
Created: Dec 23, 2025 • Closed: Jan 7, 2026
WO-01327828 Invoiced
Installation • Carlos Puebla
Created: Dec 23, 2025 • Closed: Jan 7, 2026
WO-01327832 Entered
Installation
Created: Dec 23, 2025
WO-01327834 Entered
Installation
Created: Dec 23, 2025
WO-01327837 Invoiced
Installation • Carlos Puebla
Created: Dec 23, 2025 • Closed: Jan 6, 2026
WO-01327839 Ready to Bill
Installation • Shady Messak
Created: Dec 23, 2025 • Closed: Feb 6, 2026
WO-01327841 L2 Review
Installation • Rick Charles
Created: Dec 23, 2025 • Closed: Jan 13, 2026
WO-01327843 Entered
Installation
Created: Dec 23, 2025
WO-01327844 L2 Review
Installation • Rick Charles
Created: Dec 23, 2025 • Closed: Jan 14, 2026
WO-01327846 (current) Invoiced
Installation • Joseph Nuovo
Created: Dec 23, 2025 • Closed: Dec 30, 2025
WO-01327847 Invoiced
Installation • Joseph Nuovo
Created: Dec 23, 2025 • Closed: Jan 6, 2026
WO-01327851 Entered
Installation
Created: Dec 23, 2025
WO-01327854 Invoiced
Installation • Joseph Nuovo
Created: Dec 23, 2025 • Closed: Jan 8, 2026
WO-01327858 L2 Review
Installation • Rodney Charles
Created: Dec 23, 2025 • Closed: Jan 16, 2026
WO-01327859 Invoiced
Installation • Joseph Nuovo
Created: Dec 23, 2025 • Closed: Jan 8, 2026
WO-01327860 Invoiced
Installation • Carlos Puebla
Created: Dec 23, 2025 • Closed: Jan 27, 2026
WO-01328614 Invoiced
Installation • Davon Cox
Created: Dec 31, 2025 • Closed: Jan 3, 2026
WO-01328615 Canceled
Installation
Created: Dec 31, 2025
WO-01355034 Canceled
Installation
Created: Mar 3, 2026
Completed with significant delays
Invoiced • 71 days old
🚨
Primary Delay 16.0 days stuck in "L2 Review"
⏱️
Total Delay 11.0 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
4.6d / 0.5d SLA
Scheduled
0.0d / 2.0d SLA
Tech On Site
1.0d / 1.0d SLA
Tech Off Site
0.0d / 2.0d SLA
Closed
5.3d / 1.0d SLA
L2 Screening
3.0d / 1.0d SLA
L2 Review
16.0d
Ready to Bill
2.6d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/30/2025 JNuovo - On 12-29-2025 completed installation of Giraffe Incubator with SN TAA24471014SA. The device had an issue with the clock battery needing replacement. I replaced the battery. One of the screws was in so tight, perhaps cross threaded, that it broke off in the housing of the metal cage covering where the battery and PCBAs are housed. The seven other screws came out and reinstalled as expected and held the cage on sturdily. I notified Talia Lamb at GE who recommended I speak to the head FE in the area, Lance Knowles. I spoke to Lance Knowles who suggested I notify the client and see if they are fine with the seven other screws holding the cage in place or if they want to open a case. I then spoke to David Doyle of Backus Hospital Biomed. He was okay with the seven other screws holding the cage in place and did not care to open up a case.

🔧 Work Performed
Installation completed of one Giraffe Incubator and accessories.
🔍 Technician Findings
Installation completed of one Giraffe Incubator and accessories.
⚠️ Problem Description
"EMSAR FSE to Install primary unit(s) and any accessories included in the shipment notification* for the following serial number(s): TAA25301194SA,TAA25301195SA Scale serial number(s): G312321M,G310854M *See Shipment Notification with IPs and accessories attached to the EMSAR WO."
📄 Description
GE Healthcare Giraffe Incubator Carestation CS1
📞 Call Description
GE MIC Installation - 1 GINC - 1 BSPT

Timeline

📞
Case Linked Dec 22, 4:16 PM
Case Number: 00553649
Subject: need due date
Status: Closed
📋
Work Order Created Dec 23, 2:27 PM
Work Order: WO-01327846
Type: Installation
Priority: PC
⚠️ 5.0 business days
👷
▶
3 Technician Assigned Dec 30, 8:43 AM
Technician Assigned → Dispatch Scheduled → Status: Scheduled
📅
Dispatch Scheduled by Brandi Rodriguez
Scheduled For: 2025-12-29T06:00:00.000+0000, 2025-12-29T00:00:00.000+0000, 2025-12-29T14:00:00.000+0000
🗓️
Status: Scheduled by Brandi Rodriguez
From: Entered
To: Scheduled
Duration in Previous: 6d 18h
🔧
▶
2 Status: Tech On Site Dec 30, 8:55 AM
Status: Tech On Site → 4x Labor Added
⏱️
4x Labor Added
Type: Labor, Travel
Status: Open
Qty: 1.5, 2.5, 0.25, 61
🚗
▶
2 Status: Tech Off Site Dec 30, 7:20 PM
Status: Tech Off Site → Status: Completed
✔️
Status: Completed by Joseph Nuovo
From: Tech Off Site, Completed
To: Completed, Closed
Duration in Previous: 2m, 0m
⏱️
▶
2 Labor Added Dec 31, 10:04 AM
Labor Added → Status: L2 Screening
🔍
Status: L2 Screening by Timothy Amburgey
From: Closed
To: L2 Screening
Duration in Previous: 14h 44m
⏳ 3.0 business days
👀
Status: L2 Review by Sean Currie Jan 5, 4:39 PM
From: L2 Screening, L2 Review
To: L2 Review, Closed
Duration in Previous: 5d 6h, 0m
⏳ 4.9 business days
👀
Status: L2 Review by Sean Currie Jan 9, 9:17 AM
From: Closed
To: L2 Review
Duration in Previous: 3d 16h
🚨 16.0 business days
📄
Status: Ready to Bill by Timothy Amburgey Feb 2, 2:05 PM
From: L2 Review
To: Ready to Bill
Duration in Previous: 24d 4h
⏳ 3.0 business days
📨
▶
2 Status: Invoice Pending Feb 4, 5:00 PM
Status: Invoice Pending → Invoice Created
🧾
Invoice Created
Invoice Number: SM-253000

Bottlenecks

Entered
Duration: 4.6 business days (threshold: 4.0 business hours)
Exceeded by 4.1 business days
Tech On Site
Duration: 1.0 business days (threshold: 1.0 business days)
Exceeded by 0.3 business hours
L2 Screening
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Closed
Duration: 4.3 business days (threshold: 1.0 business days)
Exceeded by 3.3 business days
Ready to Bill
Duration: 2.6 business days (threshold: 1.0 business days)
Exceeded by 1.6 business days

🔗 Related Artifacts

📞
Case 00553649
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Installation
Branch
N/A
Technician
Joseph Nuovo
Scheduled
Dec 29, 9:00 AM
Created
Dec 23, 2:27 PM
Invoice #
SM-253000

Work Details (5)

Name Type Status Qty Amount Date
WL-03049578 Labor Open 1.5 $250.00 Dec 30, 9:00 AM
WL-03049579 Labor Open 2.5 $230.00 Dec 30, 9:00 AM
WL-03049580 Labor Open 0.25 $0.00 Dec 30, 9:00 AM
WL-03049581 Travel Open 61 $0.00 Dec 30, 9:00 AM
WL-03051363 Labor Open 0.016666666666667 $38.00 Dec 31, 10:04 AM

Details