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WO-01298301 ↗ ServiceMax

PHILIPS HEALTHCARE • Preventive Maintenance • PC

📍 The Vascular Care Group - Stamford — 999 Summer St Suite 100, Stamford CT, 06905

Aug 18, 2025 → Dec 19, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Nov 30, 2025
✗ SLA Missed (15 biz days late)
Active: 84 biz days
🕐 Clock stopped: Tech Off Site (Dec 20, 2025)
▶ Clock Running
Status: Created
Aug 18 → Aug 20, 2025
2 business days (counted)
Running total: 2 of ? biz days used
70d
▶ Clock Running
Status: Ready for Scheduling
Aug 20 → Dec 3, 2025
70 business days (counted)
Running total: 72 of ? biz days used
12d
▶ Clock Running
Status: Scheduled
Dec 3 → Dec 19, 2025
12 business days (counted)
Running total: 84 of ? biz days used
▶ Clock Running
Status: Tech On Site
Dec 19 → Dec 20, 2025
0 business days (counted)
Running total: 84 of ? biz days used
Created: Aug 18, 2025 Tech Off Site: Dec 20, 2025
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Aug 18 → Aug 20 Created ▶ Running 2 2
Aug 20 → Dec 3 Ready for Scheduling ▶ Running 70 72
Dec 3 → Dec 19 Scheduled ▶ Running 12 84
Dec 19 → Dec 20 Tech On Site ▶ Running 0 84
Dispatch 2.3d
Coordinators 83.7d
Field Work 0.7d
Billing 2.5d
✗ SLA Missed
Dispatch
2.3 days
Over SLA
Coordinators
83.7 days
Over SLA
Field Work
0.7 days
Billing
2.5 days
Over SLA
Created: Aug 18, 2025 Due: Nov 30, 2025 Completed: Dec 20, 2025 (19 days late)
📅
84.3 days Total Age
⏱️
70.7d in Ready for Scheduling Longest Stage
🔄
8 transitions Status Changes
⚠️
83.9d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
4 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00519962
URGENT Philips WO Request
Closed
EPIQ 7 Ultrasound Circular Edition - US617B0765
Priority
Standard
Origin
Email
Reason
New Case
Contact
Kristen Gigantiello
Owner
Shelby Robinson
Created
Aug 18, 2025
Work Orders from this Case (1)
WO-01298301 (current) Invoiced
Preventive Maintenance • Joseph Nuovo
Created: Aug 18, 2025 • Closed: Dec 19, 2025
Completed with significant delays
Invoiced • 198 days old
🚨
Primary Delay 70.7 days stuck in "Ready for Scheduling"
⏱️
Total Delay 83.9 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
2.3d / 0.5d SLA
Ready for Scheduling
70.7d / 1.0d SLA
Scheduled
12.9d / 2.0d SLA
Tech On Site
0.7d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA
07e-Partial Project
1.9d
Ready to Bill
2.5d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/03/2025 Brod - Kristen confirmed FSE onsite for 12/19 at 9 am


12/02/2025 Rbailey - Called 917.327.4881 NA No Name on VM. Left VM for FU to Kristen to see if the date Brandi emailed of Dec 8 would work


11/19/2025 Brod - sent email to Kristen to have FSE onsite for 12/08


11/18/2025 Rbailey - Called 914.575.8795 NA Left VM for FU to Krista. Advised I was resending email


10/30/2025 Cever called 9145758795 for Krista Hoffman trying to schedule PM lvm sending email to Krista Hoffman <khoffman@thevascularcaregroup.com>

10/30/2025 Cever called 9173274881 and spoke to Kristen she is on Maternity leave asked we schedule with Krista Hoffman <khoffman@thevascularcaregroup.com>

10/23/2025 Brod - called 9173274881 went to vm , left message for kristen to have FSE onsite for 10/27. following up in email

08/20/2025 Brod - 9173274881 called to speak to Kristen , went to vm left message to have FSE onsite for 08/29/2025 . following up in email

🔧 Work Performed
PM
🔍 Technician Findings
Device passed all PM tests.
⚠️ Problem Description
EPIQ 7 Ultrasound Circular Edition - US617B0765
📞 Call Description
PM - Contract - BG Required PM

Timeline

📞
Case Linked Aug 18, 4:02 PM
Case Number: 00519962
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Aug 18, 5:53 PM
Work Order: WO-01298301
Type: Preventive Maintenance
Priority: PC
⏳ 2.8 business days
📅
Status: Ready for Scheduling by Brandi Rodriguez Aug 20, 2:02 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 1d 20h
🚨 71.0 business days
🗓️
▶
3 Status: Scheduled Dec 3, 11:37 AM
Status: Scheduled → Dispatch Scheduled → Technician Assigned
📅
Dispatch Scheduled by Brandi Rodriguez
Scheduled For: 2025-12-19T00:00:00.000+0000, 2025-12-19T06:00:00.000+0000, 2025-12-19T15:30:00.000+0000
👷
Technician Assigned by Brandi Rodriguez
Technician: Joseph Nuovo
🚨 13.0 business days
🔧
Status: Tech On Site by Joseph Nuovo Dec 19, 1:04 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 16d 1h
⏱️
3x Labor Added Dec 19, 5:57 PM
Type: Labor, Travel
Status: Open
Qty: 1.75, 3.5, 150
🚗
▶
2 Status: Tech Off Site Dec 19, 9:16 PM
Status: Tech Off Site → Status: Closed
🏁
Status: Closed by Joseph Nuovo
From: Completed
To: Closed
Duration in Previous: 0m
⏳ 1.3 business days
⏱️
Labor Added Dec 22, 11:11 AM
Type: Labor
Status: Open
Qty: 0.016666666666667
📋
Status: 07e-Partial Project by Timothy Amburgey Dec 22, 11:27 AM
From: Closed
To: 07e-Partial Project
Duration in Previous: 2d 14h
⏳ 2.0 business days
📄
Status: Ready to Bill by Timothy Amburgey Dec 23, 2:51 PM
From: 07e-Partial Project
To: Ready to Bill
Duration in Previous: 1d 3h
⏳ 2.5 business days
💰
Status: Invoiced by Josh Longway Dec 26, 4:00 AM
From: Ready to Bill
To: Invoiced
Duration in Previous: 2d 13h

Bottlenecks

Entered
Duration: 2.3 business days (threshold: 4.0 business hours)
Exceeded by 1.8 business days
Ready for Scheduling
Duration: 70.7 business days (threshold: 1.0 business days)
Exceeded by 69.7 business days
Scheduled
Duration: 12.9 business days (threshold: 2.0 business days)
Exceeded by 10.9 business days
Ready to Bill
Duration: 2.5 business days (threshold: 1.0 business days)
Exceeded by 1.5 business days

🔗 Related Artifacts

📞
Case 00519962
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
ERLA - PROD
Technician
Joseph Nuovo
Scheduled
Dec 19, 10:30 AM
Created
Aug 18, 5:53 PM
Invoice #
N/A

Work Details (4)

Name Type Status Qty Amount Date
WL-03043959 Labor Open 1.75 $275.00 Dec 19, 5:57 PM
WL-03043960 Labor Open 3.5 $0.00 Dec 19, 5:57 PM
WL-03043961 Travel Open 150 $0.00 Dec 19, 5:57 PM
WL-03045064 Labor Open 0.016666666666667 $38.00 Dec 22, 11:11 AM

Details