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WO-01298587 ↗ ServiceMax

PHILIPS HEALTHCARE • Repair • PC

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

Aug 20, 2025 → Sep 26, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Sep 3, 2025
✗ SLA Missed (17 biz days late)
Active: 26 biz days
🕐 Clock stopped: Completed (Sep 27, 2025)
▶ Clock Running
Status: Created
Aug 20 → Aug 20, 2025
0 business days (counted)
Running total: 0 of ? biz days used
18d
▶ Clock Running
Status: Assigned
Aug 20 → Sep 16, 2025
18 business days (counted)
Running total: 18 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 16 → Sep 17, 2025
1 business day (counted)
Running total: 19 of ? biz days used
5d
▶ Clock Running
Status: Scheduled
Sep 17 → Sep 24, 2025
5 business days (counted)
Running total: 24 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 24 → Sep 27, 2025
2 business days (counted)
Running total: 26 of ? biz days used
Created: Aug 20, 2025 Completed: Sep 27, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Aug 20 → Aug 20 Created ▶ Running 0 0
Aug 20 → Sep 16 Assigned ▶ Running 18 18
Sep 16 → Sep 17 Ready for Scheduling ▶ Running 1 19
Sep 17 → Sep 24 Scheduled ▶ Running 5 24
Sep 24 → Sep 27 Tech On Site ▶ Running 2 26
Dispatch 0.7d
Coordinators 26.7d
Field Work 3.0d
Billing 1.4d
✗ SLA Missed
Dispatch
0.7 days
Over SLA
Coordinators
26.7 days
Over SLA
Field Work
3.0 days
Over SLA
Billing
1.4 days
Over SLA
Created: Aug 20, 2025 Due: Sep 3, 2025 Completed: Sep 27, 2025 (23 days late)
📅
27.0 days Total Age
⏱️
18.7d in Assigned Longest Stage
🔄
8 transitions Status Changes
⚠️
25.9d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
4 lines Work Details
🚩
3 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
3 On-Site Visits
3 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Marvin Rivas — scheduling delays attributed to technician, not coordinators
Visit 1 Sep 24, 2025
Visit 2 Sep 25, 2025
Visit 3 Sep 26, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00520473
URGENT Philips WO Request
Closed
Priority
Standard
Origin
Email
Reason
New Case
Contact
EMSAR EMSAR
Owner
John Rolston
Created
Aug 20, 2025
Work Orders from this Case (2)
WO-01298583 Invoiced
Repair • Marvin Rivas
Created: Aug 20, 2025 • Closed: Sep 26, 2025
WO-01298587 (current) Invoiced
Repair • Marvin Rivas
Created: Aug 20, 2025 • Closed: Sep 26, 2025
Completed with significant delays
Invoiced • 196 days old
🚨
Primary Delay 18.7 days stuck in "Assigned"
⏱️
Total Delay 25.9 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.7d / 0.5d SLA
Assigned
18.7d / 0.5d SLA
Ready for Scheduling
2.0d / 1.0d SLA
Scheduled
6.0d / 2.0d SLA
Tech On Site
3.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA
07e-Partial Project
3.7d
Ready to Bill
1.4d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
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. After troubleshooting, determined OBM module causing unit to over/underperform causing FiO2 Sensor Receptacle Verification: Energized: Proximal Pressure failure. Replacement of the following is required: Housing, FiO2 453561540231 O2 blending module (OBM) assembly 453561540311 Tubing, blower chassis 453561540411 Tubing, FiO2 453561540421 Tubing, low-flow O2 453561540431 Tubing, system PCBA 453561540401
📄 Description
Philips Trilogy EV300 Hospital Ventilator (DS2200X11B / 989805661881)
📞 Call Description
Repair - Trade

Timeline

📞
Case Linked Aug 20, 8:18 AM
Case Number: 00520473
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Aug 20, 8:34 AM
Work Order: WO-01298587
Type: Repair
Priority: PC
👷
▶
2 Technician Assigned Aug 20, 2:05 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Erin Martin
From: Entered
To: Assigned
Duration in Previous: 5h 30m
🚨 19.0 business days
📅
Status: Ready for Scheduling by Mandy Newman Sep 16, 8:31 AM
From: Assigned
To: Ready for Scheduling
Duration in Previous: 26d 18h
⏳ 2.0 business days
🗓️
▶
2 Status: Scheduled Sep 17, 11:18 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, 12:01 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 7d 0h
⏳ 2.0 business days
⏱️
2x Labor Added Sep 25, 12:32 PM
Type: Labor
Status: Open
Qty: 1, 0.25
⏳ 2.0 business days
⏱️
Labor Added Sep 26, 9:10 PM
Type: Labor
Status: Open
Qty: 0.75
✔️
Status: Completed by Marvin Rivas Sep 26, 9:55 PM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 2d 9h, 0m
⏳ 1.3 business days
⏱️
▶
2 Labor Added Sep 29, 2:03 PM
Labor Added → Status: 07e-Partial Project
📋
Status: 07e-Partial Project by Timothy Amburgey
From: Closed
To: 07e-Partial Project
Duration in Previous: 2d 16h
⏳ 4.0 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: 3d 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-242770

Bottlenecks

Entered
Duration: 5.5 business hours (threshold: 4.0 business hours)
Exceeded by 1.5 business hours
Assigned
Duration: 18.7 business days (threshold: 4.0 business hours)
Exceeded by 18.2 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: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Ready to Bill
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.6 business hours

🔗 Related Artifacts

📞
Case 00520473
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 20, 8:34 AM
Invoice #
SM-242770

Work Details (4)

Name Type Status Qty Amount Date
WL-02949098 Labor Open 1 $155.00 Sep 25, 12:32 PM
WL-02949099 Labor Open 0.25 $23.75 Sep 25, 12:32 PM
WL-02951645 Labor Open 0.75 $71.25 Sep 26, 9:10 PM
WL-02953063 Labor Open 0.016666666666667 $38.00 Sep 29, 2:03 PM

Details