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← WO Overview

WO-01292006 ↗ ServiceMax

PHILIPS HEALTHCARE • FCO • PC

📍 UNC Lenoir Health Care, Kinston, NC — 100 Airport Rd, Kinston NC, 28501

Jul 15, 2025 → Oct 18, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Dec 31, 2026
✓ SLA Met (298 biz days early)
Active: 66 biz days
🕐 Clock stopped: Completed (Oct 18, 2025)
▶ Clock Running
Status: Created
Jul 15 → Jul 15, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Scheduled
Jul 15 → Jul 21, 2025
4 business days (counted)
Running total: 4 of ? biz days used
59d
▶ Clock Running
Status: Assigned
Jul 21 → Oct 14, 2025
59 business days (counted)
Running total: 63 of ? biz days used
▶ Clock Running
Status: Scheduled
Oct 14 → Oct 14, 2025
0 business days (counted)
Running total: 63 of ? biz days used
▶ Clock Running
Status: Tech On Site
Oct 14 → Oct 18, 2025
3 business days (counted)
Running total: 66 of ? biz days used
Created: Jul 15, 2025 Completed: Oct 18, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Jul 15 → Jul 15 Created ▶ Running 0 0
Jul 15 → Jul 21 Scheduled ▶ Running 4 4
Jul 21 → Oct 14 Assigned ▶ Running 59 63
Oct 14 → Oct 14 Scheduled ▶ Running 0 63
Oct 14 → Oct 18 Tech On Site ▶ Running 3 66
Dispatch 0.4d
Coordinators 64.7d
Field Work 3.7d
✓ SLA Met
Dispatch
0.4 days
Coordinators
64.7 days
Over SLA
Field Work
3.7 days
Over SLA
Created: Jul 15, 2025 Due: Dec 31, 2026 Completed: Oct 18, 2025 (439 days early)
📅
67.0 days Total Age
⏱️
60.0d in Assigned Longest Stage
🔄
7 transitions Status Changes
⚠️
64.9d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
2 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00510573
URGENT Philips WO Request
Closed
Trilogy EV300 Ventilator - Machine Flow Sensor Inaccurate Flow Measurements and/or Delivery
Priority
Standard
Origin
Email
Reason
New Case
Contact
Paul Silberman
Owner
Shelby Robinson
Created
Jul 15, 2025
Work Orders from this Case (1)
WO-01292006 (current) Invoiced
FCO • Patricia Gordon
Created: Jul 15, 2025 • Closed: Oct 18, 2025
Completed with significant delays
Invoiced • 232 days old
🚨
Primary Delay 60.0 days stuck in "Assigned"
⏱️
Total Delay 64.9 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.4d / 0.5d SLA
Scheduled
4.7d / 2.0d SLA
Assigned
60.0d / 0.5d SLA
Tech On Site
3.7d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10/14/2025 EMartin dispatching to FSE onsite per request

07/15/2025 EMartin dispatching to FSE onsite per request for SN# H2812309845AA

located at UNC Lenoir Health Care, Kinston, NC

🔧 Work Performed
10/14 - while onsite, attempted to perform FCO86600081 per instruction. 2 devices failed preliminary Tests. H288179901FAF - AECM Verification: Reading 29.08 cmH2O LSL- 25.50 USL- 28.50 FAIL H2812309845AA - AECM Verification: Reading 30.01 cmH2O LSL- 25.50 USL- 28.50 FAIL Incident WOs created, (PWO-13722271 & PWO-13723104) quotes requested.
🔍 Technician Findings
FCO86600081
⚠️ 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 Jul 15, 11:18 AM
Case Number: 00510573
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Jul 15, 11:30 AM
Work Order: WO-01292006
Type: FCO
Priority: PC
👷
▶
3 Technician Assigned Jul 15, 2:38 PM
Technician Assigned → Dispatch Scheduled → Status: Scheduled
📅
Dispatch Scheduled by Erin Martin
Scheduled For: 2025-07-15T04:00:00.000+0000, 2025-07-15T00:00:00.000+0000, 2025-07-15T12:00:00.000+0000
🗓️
Status: Scheduled by Erin Martin
From: Entered
To: Scheduled
Duration in Previous: 3h 8m
⚠️ 5.0 business days
👷
Status: Assigned by Erin Martin Jul 21, 8:42 AM
From: Scheduled
To: Assigned
Duration in Previous: 5d 18h
🚨 60.0 business days
👷
▶
3 Technician Assigned Oct 14, 2:22 PM
Technician Assigned → Status: Scheduled → Dispatch Scheduled
🗓️
Status: Scheduled by Erin Martin
From: Assigned
To: Scheduled
Duration in Previous: 85d 5h
📅
Dispatch Scheduled by Erin Martin
Scheduled For: 2025-10-14T16:00:00.000+0000, 2025-10-14T12:00:00.000+0000
🔧
Status: Tech On Site by Patricia Gordon Oct 14, 2:32 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 10m
⏱️
2x Labor Added Oct 15, 12:15 PM
Type: Labor
Status: Open
Qty: 1.5, 2
⏳ 3.0 business days
✔️
Status: Completed by Patricia Gordon Oct 18, 12:36 PM
From: Tech On Site
To: Completed
Duration in Previous: 3d 22h
🏁
Status: Closed by Patricia Gordon Oct 18, 3:23 PM
From: Completed
To: Closed
Duration in Previous: 2h 46m
⏳ 1.0 business days
📄
Status: Ready to Bill by Timothy Amburgey Oct 20, 10:21 AM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 1d 18h, 0m
⏳ 2.0 business days
🧾
Invoice Created Oct 21, 3:07 PM
Invoice Number: SM-244123

Bottlenecks

Scheduled
Duration: 4.7 business days (threshold: 2.0 business days)
Exceeded by 2.7 business days
Assigned
Duration: 60.0 business days (threshold: 4.0 business hours)
Exceeded by 59.5 business days
Tech On Site
Duration: 3.7 business days (threshold: 1.0 business days)
Exceeded by 2.7 business days

🔗 Related Artifacts

📞
Case 00510573
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
FCO
Branch
ERLA - PROD
Technician
Patricia Gordon
Scheduled
Oct 14, 8:00 AM
Created
Jul 15, 11:30 AM
Invoice #
SM-244123

Work Details (2)

Name Type Status Qty Amount Date
WL-02971356 Labor Open 1.5 $0.00 Oct 15, 12:15 PM
WL-02971357 Labor Open 2 $0.00 Oct 15, 12:15 PM

Details