Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01339197 ↗ ServiceMax

PHILIPS HEALTHCARE • Installation • PC

📍 American Lake VA Medical Center — 9600 Veterans Way, Tacoma WA, 98493

Jan 22, 2026 → Jan 31, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Feb 14, 2026
✓ SLA Met (10 biz days early)
Active: 6 biz days
🕐 Clock stopped: Tech Off Site (Jan 30, 2026)
▶ Clock Running
Status: Created
Jan 22 → Jan 22, 2026
0 business days (counted)
Running total: 0 of ? biz days used
⏸ Clock Paused
Status: Ready for Release
Jan 22 → Jan 22, 2026
0 business days (not counted)
4d
▶ Clock Running
Status: Scheduled
Jan 22 → Jan 28, 2026
4 business days (counted)
Running total: 4 of ? biz days used
2d
▶ Clock Running
Status: Tech On Site
Jan 28 → Jan 30, 2026
2 business days (counted)
Running total: 6 of ? biz days used
Created: Jan 22, 2026 Tech Off Site: Jan 30, 2026
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Jan 22 → Jan 22 Created ▶ Running 0 0
Jan 22 → Jan 22 Ready for Release ⏸ Paused 0 —
Jan 22 → Jan 28 Scheduled ▶ Running 4 4
Jan 28 → Jan 30 Tech On Site ▶ Running 2 6
Dispatch 0.0d
Holding 0.2d (excluded)
Coordinators 5.0d
Field Work 4.3d
Billing 11.7d
✓ SLA Met
Dispatch
0.0 days
Holding (excluded from total)
0.2 days
Coordinators
5.0 days
Over SLA
Field Work
4.3 days
Over SLA
Billing
11.7 days
Over SLA
Created: Jan 22, 2026 Due: Feb 14, 2026 Completed: Jan 31, 2026 (14 days early)
📅
7.0 days Total Age
⏱️
6.4d in Billing Review Longest Stage
🔄
11 transitions Status Changes
⚠️
12.8d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
30 lines Work Details
🚩
5 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚨
5 On-Site Visits
5 on-site visits — critical red flag: repeated failure to resolve
👤 Self-scheduled by Jackson Reeves — scheduling delays attributed to technician, not coordinators
Visit 1 Jan 26, 2026
Visit 2 Jan 27, 2026
Visit 3 Jan 28, 2026
Visit 4 Jan 29, 2026
Visit 5 Jan 30, 2026

AI Analysis

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Completed with significant delays
Invoiced • 41 days old
🚨
Primary Delay 6.4 days stuck in "Billing Review"
⏱️
Total Delay 12.8 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 Release
0.2d
Scheduled
5.0d / 2.0d SLA
Tech On Site
2.6d / 1.0d SLA
Tech Off Site
1.0d / 2.0d SLA
Completed
0.7d / 1.0d SLA
Closed
4.0d / 1.0d SLA
07e-Partial Project
0.7d
Billing Correction Needed
3.4d
Billing Review
6.4d / 2.0d SLA
Ready to Bill
1.9d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

01/30/2026 SRobinson- Created follow up WO as requested. (WO-01341126)

🔧 Work Performed
40 devices updated.
🔍 Technician Findings
Devices serviced
⚠️ Problem Description
PSA project name: VA: Puget Sound, WA: SES Bedside Software Upgrade Resource Request number: RR-0361149 Site Name: VA Medical Center Seattle Site Address: 9600 Veterans Dr. Tacoma WA 98493 Service District HPMW2-01 Project Scope: Technician must have support tool and completed installation training – requested duties are to perform upgrades X3s and MX40s Notes: For credentialling: Please check in location at Building 101. 4th floor, room. 4W85 (Logistics). Sign in to the Vendor logbook and have a sticker placed on your ID badge. They can give instructions for your daily check in procedures. Once I get a name I'll send him a map of the facility. Vendor Credentialing: In House Scheduled Start: 26 Jan 2026 12:00 PM Scheduled End: 13 Feb 2026 Contacts Project Manager: Amber Van Skyke Lead TC/FSE: Jacob Foreman District Manager: Chris Burns Site Contact: Joseph Schuyler SO or SMA/SES # SO/SMA/SES Description 43221916 Resources Requested Skillset Resource slot #1 Intermediate Resource slot #2 Intermediate
📄 Description
Philips Installation (EBS Group)
📞 Call Description
Installation

Timeline

📋
▶
2 Work Order Created Jan 22, 6:50 AM
Work Order Created → Status: Ready for Release
✅
Status: Ready for Release by Mandy Newman
From: Entered
To: Ready for Release
Duration in Previous: 2m
👷
▶
4 Technician Assigned Jan 22, 8:34 AM
Technician Assigned → Dispatch Scheduled → Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Deon Malloy
Scheduled For: 2026-01-26T05:00:00.000+0000, 2026-01-26T00:00:00.000+0000
🗓️
Status: Scheduled by Deon Malloy
From: Ready for Release
To: Scheduled
Duration in Previous: 1h 41m
📅
Dispatch Scheduled by Deon Malloy
Scheduled For: 2026-01-26T13:00:00.000+0000
💵
2x Expenses Added Jan 22, 9:58 AM
Type: Expenses
Status: Open
Qty: 1
⏳ 4.0 business days
⏱️
9x Labor Added Jan 27, 11:37 PM
Type: Labor, Expenses
Status: Open
Qty: 16.5, 1.5, 4.5, 3.5, 1.25
🔧
Status: Tech On Site by Jackson Reeves Jan 28, 11:37 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 6d 3h
⏱️
6x Labor Added Jan 28, 11:13 PM
Type: Labor, Expenses
Status: Open
Qty: 2, 2.5, 3, 0.5, 1
⏳ 1.1 business days
🚗
▶
2 Status: Tech Off Site Jan 30, 12:05 AM
Status: Tech Off Site → 7x Labor Added
⏱️
7x Labor Added
Type: Labor, Expenses, Travel
Status: Open
Qty: 0.5, 3, 3.5, 1, 65
✔️
Status: Completed by Jackson Reeves Jan 30, 1:15 PM
From: Tech Off Site
To: Completed
Duration in Previous: 13h 9m
⏱️
6x Labor Added Jan 31, 10:12 AM
Type: Labor, Expenses, Travel
Status: Open
Qty: 8.5, 1, 65
🏁
Status: Closed by Jackson Reeves Jan 31, 10:17 AM
From: Completed
To: Closed
Duration in Previous: 21h 2m
⏳ 4.0 business days
📋
Status: 07e-Partial Project by Timothy Amburgey Feb 5, 9:49 AM
From: Closed
To: 07e-Partial Project
Duration in Previous: 4d 23h
💳
Status: Billing Correction Needed by Timothy Amburgey Feb 5, 3:39 PM
From: 07e-Partial Project
To: Billing Correction Needed
Duration in Previous: 5h 49m
⏳ 4.0 business days
💵
Status: Billing Review by Timothy Amburgey Feb 10, 4:06 PM
From: Billing Correction Needed
To: Billing Review
Duration in Previous: 5d 0h
⚠️ 7.0 business days
📄
Status: Ready to Bill by Timothy Amburgey Feb 19, 11:35 AM
From: Billing Review
To: Ready to Bill
Duration in Previous: 8d 19h
💰
Status: Invoiced by Josh Longway Feb 20, 4:00 AM
From: Ready to Bill
To: Invoiced
Duration in Previous: 16h 24m

Bottlenecks

Scheduled
Duration: 5.0 business days (threshold: 2.0 business days)
Exceeded by 3.0 business days
Tech On Site
Duration: 2.6 business days (threshold: 1.0 business days)
Exceeded by 1.6 business days
Closed
Duration: 4.0 business days (threshold: 1.0 business days)
Exceeded by 3.0 business days
Billing Review
Duration: 6.4 business days (threshold: 2.0 business days)
Exceeded by 4.4 business days
Ready to Bill
Duration: 1.9 business days (threshold: 1.0 business days)
Exceeded by 7.4 business hours

🔗 Related Artifacts

No related artifacts

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Installation
Branch
ERLA - PROD
Technician
Jackson Reeves
Scheduled
Jan 26, 8:00 AM
Created
Jan 22, 6:50 AM
Invoice #
N/A

Work Details (30)

Name Type Status Qty Amount Date
WL-03074766 Expenses Open 1 $748.71 Jan 22, 9:58 AM
WL-03074768 Expenses Open 1 $157.85 Jan 22, 9:58 AM
WL-03081135 Labor Open 16.5 $1,615.00 Jan 27, 11:37 PM
WL-03081136 Labor Open 1.5 $190.00 Jan 27, 11:37 PM
WL-03081137 Labor Open 4.5 $525.00 Jan 27, 11:37 PM
WL-03081138 Labor Open 3.5 $420.00 Jan 27, 11:37 PM
WL-03081139 Labor Open 1.25 $190.00 Jan 27, 11:37 PM
WL-03081140 Expenses Open 1 $55.00 Jan 27, 11:37 PM
WL-03081141 Expenses Open 1 $35.00 Jan 27, 11:37 PM
WL-03081142 Expenses Open 1 $157.85 Jan 27, 11:37 PM
WL-03081143 Expenses Open 1 $55.00 Jan 27, 11:37 PM
WL-03082825 Labor Open 2 $190.00 Jan 28, 11:13 PM
WL-03082826 Labor Open 2.5 $315.00 Jan 28, 11:13 PM
WL-03082827 Labor Open 3 $315.00 Jan 28, 11:13 PM
WL-03082828 Labor Open 0.5 $95.00 Jan 28, 11:13 PM
WL-03082829 Expenses Open 1 $147.50 Jan 28, 11:13 PM
WL-03082830 Expenses Open 1 $55.00 Jan 28, 11:13 PM
WL-03084493 Labor Open 0.5 $95.00 Jan 30, 12:10 AM
WL-03084494 Labor Open 3 $315.00 Jan 30, 12:10 AM
WL-03084495 Labor Open 3.5 $420.00 Jan 30, 12:10 AM
WL-03084496 Labor Open 0.5 $95.00 Jan 30, 12:10 AM
WL-03084498 Expenses Open 1 $147.50 Jan 30, 12:10 AM
WL-03084499 Expenses Open 1 $55.00 Jan 30, 12:10 AM
WL-03084500 Travel Open 65 $45.50 Jan 30, 12:10 AM
WL-03086400 Labor Open 8.5 $855.00 Jan 31, 10:12 AM
WL-03086401 Expenses Open 1 $40.00 Jan 31, 10:12 AM
WL-03086402 Expenses Open 1 $55.00 Jan 31, 10:12 AM
WL-03086403 Expenses Open 1 $99.53 Jan 31, 10:12 AM
WL-03086404 Expenses Open 1 $84.00 Jan 31, 10:12 AM
WL-03086405 Travel Open 65 $0.00 Jan 31, 10:12 AM

Details