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WO-01298172 ↗ ServiceMax

PHILIPS HEALTHCARE • Repair • PC

📍 WellStar North Fulton Regional Hospital — 3000 Hospital Blvd, Roswell GA, 30076

Aug 18, 2025 → Sep 8, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Sep 1, 2025
✗ SLA Missed (4 biz days late)
Active: 13 biz days
🕐 Clock stopped: Completed (Sep 7, 2025)
▶ Clock Running
Status: Created
Aug 18 → Aug 18, 2025
0 business days (counted)
Running total: 0 of ? biz days used
4d
▶ Clock Running
Status: Assigned
Aug 18 → Aug 22, 2025
4 business days (counted)
Running total: 4 of ? biz days used
7d
▶ Clock Running
Status: Scheduled
Aug 22 → Sep 3, 2025
7 business days (counted)
Running total: 11 of ? biz days used
2d
▶ Clock Running
Status: Tech On Site
Sep 3 → Sep 7, 2025
2 business days (counted)
Running total: 13 of ? biz days used
Created: Aug 18, 2025 Completed: Sep 7, 2025
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Aug 18 → Aug 18 Created ▶ Running 0 0
Aug 18 → Aug 22 Assigned ▶ Running 4 4
Aug 22 → Sep 3 Scheduled ▶ Running 7 11
Sep 3 → Sep 7 Tech On Site ▶ Running 2 13
Dispatch 0.1d
Coordinators 12.8d
Field Work 3.1d
Billing 1.4d
✗ SLA Missed
Dispatch
0.1 days
Coordinators
12.8 days
Over SLA
Field Work
3.1 days
Over SLA
Billing
1.4 days
Over SLA
Created: Aug 18, 2025 Due: Sep 1, 2025 Completed: Sep 8, 2025 (6 days late)
📅
14.9 days Total Age
⏱️
8.0d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
12.3d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

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Originating Case

Open in Salesforce →
🎫
Case #00519816
URGENT Philips WO Request
Closed
Priority
Standard
Origin
Email
Reason
New Case
Contact
EMSAR EMSAR
Owner
John Rolston
Created
Aug 18, 2025
Work Orders from this Case (1)
WO-01298172 (current) Invoiced
Repair • Nkosi Wilson
Created: Aug 18, 2025 • Closed: Sep 8, 2025
Completed with significant delays
Invoiced • 198 days old
🚨
Primary Delay 8.0 days stuck in "Scheduled"
⏱️
Total Delay 12.3 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.1d / 0.5d SLA
Assigned
4.8d / 0.5d SLA
Scheduled
8.0d / 2.0d SLA
Tech On Site
2.1d / 1.0d SLA
Completed
1.0d / 1.0d SLA
Closed
1.5d / 1.0d SLA
07e-Partial Project
3.0d
Ready to Bill
1.4d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

09/04/2025 EMartin parts on backorder ETA 9/9/2025 FSE onsite advising will provide scheduled date once parts ship 09012025_BOUPDATE_ 

08/18/2025 Emartin PWO pending entitlement assigned to FSE to get hard copy PO and quotes 

🔧 Work Performed
Upon initial inspection of device, DUT failed AECM Verification Testm 08/15/2025. Informed Lakeisha Veasey, of repair requirements and that FCO may not be implemented until repair is complete. Customer Request Philips ASP to perform repair.
🔍 Technician Findings
Upon initial inspection of device, DUT failed AECM Verification Testm 08/15/2025. Informed Lakeisha Veasey, of repair requirements and that FCO may not be implemented until repair is complete. Customer Request Philips ASP to perform repair.
⚠️ Problem Description
Upon initial inspection of device, DUT failed AECM Verification Testm 08/15/2025. Informed Lakeisha Veasey, of repair requirements and that FCO may not be implemented until repair is complete. Customer Request Philips ASP to perform repair.
📄 Description
Philips Trilogy EV300 Hospital Ventilator (DS2200X11B / 989805661881)
📞 Call Description
Repair - Trade

Timeline

📞
Case Linked Aug 18, 12:16 PM
Case Number: 00519816
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Aug 18, 12:28 PM
Work Order: WO-01298172
Type: Repair
Priority: PC
👷
▶
2 Technician Assigned Aug 18, 1:15 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Erin Martin
From: Entered
To: Assigned
Duration in Previous: 47m
⚠️ 5.0 business days
🗓️
▶
2 Status: Scheduled Aug 22, 11:14 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Erin Martin
Scheduled For: 2025-08-26T16:00:00.000+0000, 2025-08-26T12:00:00.000+0000
📅
Dispatch Scheduled by Erin Martin Aug 22, 2:25 PM
Scheduled For: 2025-09-03T12:00:00.000+0000
⚠️ 5.0 business days
📅
Dispatch Scheduled by Erin Martin Aug 28, 1:23 PM
Scheduled For: 2025-09-02T12:00:00.000+0000
⏳ 4.0 business days
🔧
Status: Tech On Site by Nkosi Wilson Sep 3, 7:19 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 12d 8h
⏳ 2.6 business days
⏱️
2x Labor Added Sep 5, 8:58 PM
Type: Labor
Status: Open
Qty: 2.5, 0.5
⏳ 0.4 business days
✔️
Status: Completed by Nkosi Wilson Sep 7, 5:24 AM
From: Tech On Site
To: Completed
Duration in Previous: 3d 10h
⏳ 1.0 business days
🏁
Status: Closed by Nkosi Wilson Sep 8, 4:09 PM
From: Completed
To: Closed
Duration in Previous: 1d 10h
⏱️
Labor Added Sep 9, 10:59 AM
Type: Labor
Status: Open
Qty: 0.016666666666667
📋
Status: 07e-Partial Project by Timothy Amburgey Sep 9, 11:09 AM
From: Closed
To: 07e-Partial Project
Duration in Previous: 19h 0m
⏳ 3.0 business days
📄
Status: Ready to Bill by Timothy Amburgey Sep 11, 4:37 PM
From: 07e-Partial Project
To: Ready to Bill
Duration in Previous: 2d 5h
💰
Status: Invoiced by Josh Longway Sep 12, 4:01 AM
From: Ready to Bill
To: Invoiced
Duration in Previous: 11h 23m
🚨 16.9 business days
🧾
Invoice Created Oct 6, 6:53 AM
Invoice Number: SM-240784

Bottlenecks

Assigned
Duration: 4.8 business days (threshold: 4.0 business hours)
Exceeded by 4.3 business days
Scheduled
Duration: 8.0 business days (threshold: 2.0 business days)
Exceeded by 6.0 business days
Tech On Site
Duration: 2.1 business days (threshold: 1.0 business days)
Exceeded by 1.1 business days
Closed
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 3.8 business hours
Ready to Bill
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.4 business hours

🔗 Related Artifacts

📞
Case 00519816
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Repair
Branch
ERLA - PROD
Technician
Nkosi Wilson
Scheduled
Sep 2, 8:00 AM
Created
Aug 18, 12:28 PM
Invoice #
SM-240784

Work Details (3)

Name Type Status Qty Amount Date
WL-02927339 Labor Open 2.5 $237.50 Sep 5, 8:58 PM
WL-02927340 Labor Open 0.5 $155.00 Sep 5, 8:58 PM
WL-02929576 Labor Open 0.016666666666667 $38.00 Sep 9, 10:59 AM

Details