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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01293491 ↗ ServiceMax

PHILIPS HEALTHCARE • Repair • PC

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

Jul 23, 2025 → Sep 19, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Aug 6, 2025
✗ SLA Missed (30 biz days late)
Active: 40 biz days
🕐 Clock stopped: Completed (Sep 18, 2025)
▶ Clock Running
Status: Created
Jul 23 → Jul 23, 2025
0 business days (counted)
Running total: 0 of ? biz days used
13d
▶ Clock Running
Status: Assigned
Jul 23 → Aug 11, 2025
13 business days (counted)
Running total: 13 of ? biz days used
27d
▶ Clock Running
Status: Scheduled
Aug 11 → Sep 18, 2025
27 business days (counted)
Running total: 40 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 18 → Sep 18, 2025
0 business days (counted)
Running total: 40 of ? biz days used
Created: Jul 23, 2025 Completed: Sep 18, 2025
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Jul 23 → Jul 23 Created ▶ Running 0 0
Jul 23 → Aug 11 Assigned ▶ Running 13 13
Aug 11 → Sep 18 Scheduled ▶ Running 27 40
Sep 18 → Sep 18 Tech On Site ▶ Running 0 40
Dispatch 0.0d
Coordinators 41.8d
Field Work 1.7d
Billing 1.4d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
41.8 days
Over SLA
Field Work
1.7 days
Over SLA
Billing
1.4 days
Over SLA
Created: Jul 23, 2025 Due: Aug 6, 2025 Completed: Sep 19, 2025 (43 days late)
📅
41.8 days Total Age
⏱️
28.0d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
40.2d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00512943
URGENT Philips WO Request
Closed
Device failed during SYSTEM SETUP TEST, Active Exhalation Verification, Pilot: Reading 29.88 cmH2O LSL 25.50 USL 28.50 FAIL. FCO86600081: Follow-up Repair to be Handled by Philips ASP EMSAR.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Caleb Duranceau
Owner
Shelby Robinson
Created
Jul 23, 2025
Work Orders from this Case (2)
WO-01293491 (current) Invoiced
Repair • Patricia Gordon
Created: Jul 23, 2025 • Closed: Sep 19, 2025
WO-01293492 Invoiced
Repair • Patricia Gordon
Created: Jul 23, 2025 • Closed: Sep 21, 2025
Completed with significant delays
Invoiced • 224 days old
🚨
Primary Delay 28.0 days stuck in "Scheduled"
⏱️
Total Delay 40.2 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
Assigned
13.8d / 0.5d SLA
Scheduled
28.0d / 2.0d SLA
Tech On Site
0.2d / 1.0d SLA
Completed
1.5d / 1.0d SLA
Closed
0.6d / 1.0d SLA
07e-Partial Project
4.9d
Ready to Bill
1.4d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
08/18/2025 Emartin sent email to Caleb FSE will be onsite Mon 08/25/25 parts show delivered 08/12/2025 Emartin sent email to Caleb advising FSE onsite Thurs 08/21/25 to complete devices to allow time for parts to arrive 08/11/2025 Emartin sent email to Caleb advising FSE onsite friday 08/15/25 to complete devices

07/28/2025 EMartin pending entitlement FSE working with POC to get hard copy PO and quotes


07/23/2025 EMartin pending entitlement FSE to work with POC to get hard copy PO and quotes updated

🔧 Work Performed
Travel to site. get to device. setup equipment. Performed repair per instruction successfully.
🔍 Technician Findings
EV300 Repair
⚠️ Problem Description
Device failed during SYSTEM SETUP TEST, Active Exhalation Verification, Pilot: Reading 29.88 cmH2O LSL 25.50 USL 28.50 FAIL. FCO86600081: Follow-up Repair to be Handled by Philips ASP EMSAR.
📄 Description
Philips Trilogy EV300 Hospital Ventilator (DS2200X11B / 989805661881)
📞 Call Description
Repair - Trade

Timeline

📞
Case Linked Jul 23, 1:14 PM
Case Number: 00512943
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Jul 23, 1:32 PM
Work Order: WO-01293491
Type: Repair
Priority: PC
👷
▶
2 Technician Assigned Jul 23, 1:52 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Erin Martin
From: Entered
To: Assigned
Duration in Previous: 20m
🚨 14.0 business days
🗓️
▶
2 Status: Scheduled Aug 11, 9:28 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Erin Martin
Scheduled For: 2025-08-15T12:00:00.000+0000
⏳ 2.0 business days
📅
Dispatch Scheduled by Erin Martin Aug 12, 3:44 PM
Scheduled For: 2025-08-21T12:00:00.000+0000
⚠️ 5.0 business days
📅
Dispatch Scheduled by Erin Martin Aug 18, 10:08 AM
Scheduled For: 2025-08-25T12:00:00.000+0000
⏳ 4.0 business days
📅
Dispatch Scheduled by Erin Martin Aug 21, 2:22 PM
Scheduled For: 2025-08-27T12:00:00.000+0000
⚠️ 8.0 business days
👷
▶
2 Technician Assigned Sep 2, 1:03 PM
Technician Assigned → Dispatch Scheduled
📅
Dispatch Scheduled by Erin Martin
Scheduled For: 2025-09-18T12:00:00.000+0000
⚠️ 9.0 business days
💵
Expenses Added Sep 12, 9:03 AM
Type: Expenses
Status: Open
Qty: 1
⚠️ 5.0 business days
🔧
Status: Tech On Site by Patricia Gordon Sep 18, 2:14 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 38d 4h
✔️
Status: Completed by Patricia Gordon Sep 18, 3:51 PM
From: Tech On Site
To: Completed
Duration in Previous: 1h 36m
⏱️
3x Labor Added Sep 19, 7:46 AM
Type: Labor, Travel
Status: Open
Qty: 1, 3, 26
🏁
Status: Closed by Patricia Gordon Sep 19, 8:28 AM
From: Completed
To: Closed
Duration in Previous: 16h 36m
⏱️
Labor Added Sep 19, 1:00 PM
Type: Labor
Status: Open
Qty: 0.016666666666667
📋
Status: 07e-Partial Project by Timothy Amburgey Sep 19, 1:05 PM
From: Closed
To: 07e-Partial Project
Duration in Previous: 4h 37m
⚠️ 5.0 business days
📄
Status: Ready to Bill by Timothy Amburgey Sep 25, 4:30 PM
From: 07e-Partial Project
To: Ready to Bill
Duration in Previous: 6d 3h
💰
Status: Invoiced by Josh Longway Sep 26, 4:01 AM
From: Ready to Bill
To: Invoiced
Duration in Previous: 11h 30m
⚠️ 6.9 business days
🧾
Invoice Created Oct 6, 6:56 AM
Invoice Number: SM-242080

Bottlenecks

Assigned
Duration: 13.8 business days (threshold: 4.0 business hours)
Exceeded by 13.3 business days
Scheduled
Duration: 28.0 business days (threshold: 2.0 business days)
Exceeded by 26.0 business days
Completed
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 4.1 business hours
Ready to Bill
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.5 business hours

🔗 Related Artifacts

📞
Case 00512943
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Repair
Branch
ERLA - PROD
Technician
Patricia Gordon
Scheduled
Sep 18, 8:00 AM
Created
Jul 23, 1:32 PM
Invoice #
SM-242080

Work Details (5)

Name Type Status Qty Amount Date
WL-02933735 Expenses Open 1 $0.00 Sep 12, 9:03 AM
WL-02942091 Labor Open 1 $155.00 Sep 19, 7:46 AM
WL-02942092 Labor Open 3 $285.00 Sep 19, 7:46 AM
WL-02942093 Travel Open 26 $0.00 Sep 19, 7:46 AM
WL-02942460 Labor Open 0.016666666666667 $38.00 Sep 19, 1:00 PM

Details