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← WO Overview

WO-01298561 ↗ ServiceMax

PHILIPS HEALTHCARE • Repair • PC

📍 Baptist Hospital — 123 Baptist Way, Pensacola FL, 32503

Aug 19, 2025 → Sep 26, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Sep 2, 2025
✗ SLA Missed (17 biz days late)
Active: 26 biz days
🕐 Clock stopped: Completed (Sep 25, 2025)
▶ Clock Running
Status: Created
Aug 19 → Aug 20, 2025
1 business day (counted)
Running total: 1 of ? biz days used
18d
▶ Clock Running
Status: Assigned
Aug 20 → Sep 16, 2025
18 business days (counted)
Running total: 19 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 16 → Sep 17, 2025
1 business day (counted)
Running total: 20 of ? biz days used
5d
▶ Clock Running
Status: Scheduled
Sep 17 → Sep 24, 2025
5 business days (counted)
Running total: 25 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 24 → Sep 25, 2025
1 business day (counted)
Running total: 26 of ? biz days used
Created: Aug 19, 2025 Completed: Sep 25, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Aug 19 → Aug 20 Created ▶ Running 1 1
Aug 20 → Sep 16 Assigned ▶ Running 18 19
Sep 16 → Sep 17 Ready for Scheduling ▶ Running 1 20
Sep 17 → Sep 24 Scheduled ▶ Running 5 25
Sep 24 → Sep 25 Tech On Site ▶ Running 1 26
Dispatch 1.3d
Coordinators 27.0d
Field Work 2.0d
Billing 1.5d
✗ SLA Missed
Dispatch
1.3 days
Over SLA
Coordinators
27.0 days
Over SLA
Field Work
2.0 days
Over SLA
Billing
1.5 days
Over SLA
Created: Aug 19, 2025 Due: Sep 2, 2025 Completed: Sep 26, 2025 (23 days late)
📅
27.3 days Total Age
⏱️
19.0d in Assigned Longest Stage
🔄
11 transitions Status Changes
⚠️
26.7d 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 #00520407
URGENT Philips WO Request
Closed
DUT continues to fail FiO2 test.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Kent Roberts
Owner
Shelby Robinson
Created
Aug 19, 2025
Work Orders from this Case (1)
WO-01298561 (current) Invoiced
Repair • Marvin Rivas
Created: Aug 19, 2025 • Closed: Sep 26, 2025
Completed with significant delays
Invoiced • 197 days old
🚨
Primary Delay 19.0 days stuck in "Assigned"
⏱️
Total Delay 26.7 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
1.3d / 0.5d SLA
Assigned
19.0d / 0.5d SLA
Ready for Scheduling
2.0d / 1.0d SLA
Scheduled
6.0d / 2.0d SLA
Tech On Site
2.0d / 1.0d SLA
Closed
2.0d / 1.0d SLA
WO Correction Needed
0.1d
Completed
0.0d / 1.0d SLA
07e-Partial Project
4.7d
Ready to Bill
1.4d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

09/22/2025 EMartin 09222025_BOUPDATE_ 

09/17/2025 EMartin dispatching to FSE per call with Fady to complete 09/24 - 09/26

09/08/2025 MNewman - Quote has been accepted. Work can be scheduled

08/28/2025 Emartin Fady working with Brett Martz and Kent at Baptist to send FSE back onsite to complete devices 

08/25/2025 Emartin per Fady working with Brett Martz and Kent at Baptist to get quotes amended and WOs released to send FSE back onsite to complete devices 

08/20/2025 Emartin PWO pending entitlement 

🔧 Work Performed
Replaced FiO2 housing, OBM subassembly, tubing blower chassis, tubing-FiO2, Tubing-low flow O2, and tubing system PCA. Performed a complete performance verification procedure. All tests passed. Device returned to use.
🔍 Technician Findings
Repairs completed.
⚠️ Problem Description
DUT continues to fail FiO2 test.
📄 Description
Philips Trilogy EV300 Hospital Ventilator (DS2200X11B / 989805661881)
📞 Call Description
Repair - Trade

Timeline

📞
Case Linked Aug 19, 5:22 PM
Case Number: 00520407
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Aug 19, 5:32 PM
Work Order: WO-01298561
Type: Repair
Priority: PC
👷
▶
2 Technician Assigned Aug 20, 8:15 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Erin Martin
From: Entered
To: Assigned
Duration in Previous: 14h 43m
🚨 19.0 business days
📅
Status: Ready for Scheduling by Mandy Newman Sep 16, 8:30 AM
From: Assigned
To: Ready for Scheduling
Duration in Previous: 27d 0h
⏳ 2.0 business days
🗓️
▶
2 Status: Scheduled Sep 17, 11:14 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Erin Martin
Scheduled For: 2025-09-24T16:00:00.000+0000, 2025-09-24T12:00:00.000+0000
⚠️ 6.0 business days
🔧
Status: Tech On Site by Marvin Rivas Sep 24, 11:54 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 7d 0h
⏳ 2.0 business days
⏱️
3x Labor Added Sep 25, 12:24 PM
Type: Labor
Status: Open
Qty: 1, 0.25, 0.75
✔️
Status: Completed by Marvin Rivas Sep 25, 12:36 PM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 1d 0h, 0m
⏳ 2.0 business days
✏️
Status: WO Correction Needed by Timothy Amburgey Sep 26, 1:02 PM
From: Closed
To: WO Correction Needed
Duration in Previous: 1d 0h
✔️
Status: Completed by Marvin Rivas Sep 26, 1:34 PM
From: WO Correction Needed
To: Completed
Duration in Previous: 31m
🏁
Status: Closed by Marvin Rivas Sep 26, 1:40 PM
From: Completed
To: Closed
Duration in Previous: 6m
⏱️
▶
2 Labor Added Sep 26, 2:20 PM
Labor Added → Status: 07e-Partial Project
📋
Status: 07e-Partial Project by Timothy Amburgey
From: Closed
To: 07e-Partial Project
Duration in Previous: 42m
⚠️ 5.0 business days
📄
Status: Ready to Bill by Timothy Amburgey Oct 2, 4:25 PM
From: 07e-Partial Project
To: Ready to Bill
Duration in Previous: 6d 2h
💰
Status: Invoiced by Josh Longway Oct 3, 4:01 AM
From: Ready to Bill
To: Invoiced
Duration in Previous: 11h 35m
⏳ 2.0 business days
🧾
Invoice Created Oct 6, 2:22 PM
Invoice Number: SM-242768

Bottlenecks

Entered
Duration: 1.3 business days (threshold: 4.0 business hours)
Exceeded by 6.5 business hours
Assigned
Duration: 19.0 business days (threshold: 4.0 business hours)
Exceeded by 18.5 business days
Ready for Scheduling
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Scheduled
Duration: 6.0 business days (threshold: 2.0 business days)
Exceeded by 4.0 business days
Tech On Site
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Closed
Duration: 1.9 business days (threshold: 1.0 business days)
Exceeded by 7.4 business hours
Ready to Bill
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.6 business hours

🔗 Related Artifacts

📞
Case 00520407
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Repair
Branch
ERLA - PROD
Technician
Marvin Rivas
Scheduled
Sep 24, 8:00 AM
Created
Aug 19, 5:32 PM
Invoice #
SM-242768

Work Details (4)

Name Type Status Qty Amount Date
WL-02949086 Labor Open 1 $155.00 Sep 25, 12:24 PM
WL-02949087 Labor Open 0.25 $23.75 Sep 25, 12:24 PM
WL-02949088 Labor Open 0.75 $71.25 Sep 25, 12:24 PM
WL-02950928 Labor Open 0.016666666666667 $38.00 Sep 26, 2:20 PM

Details