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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01299046 ↗ ServiceMax

PHILIPS HEALTHCARE • Repair • PC

📍 PIEDMONT ATHENS HOSPITAL — 1199 PRINCE AVE, Athens GA, 30606

Aug 21, 2025 → Sep 18, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Sep 4, 2025
✗ SLA Missed (10 biz days late)
Active: 19 biz days
🕐 Clock stopped: Completed (Sep 18, 2025)
▶ Clock Running
Status: Created
Aug 21 → Aug 22, 2025
1 business day (counted)
Running total: 1 of ? biz days used
4d
▶ Clock Running
Status: Assigned
Aug 22 → Aug 28, 2025
4 business days (counted)
Running total: 5 of ? biz days used
12d
▶ Clock Running
Status: Scheduled
Aug 28 → Sep 16, 2025
12 business days (counted)
Running total: 17 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 16 → Sep 18, 2025
2 business days (counted)
Running total: 19 of ? biz days used
Created: Aug 21, 2025 Completed: Sep 18, 2025
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Aug 21 → Aug 22 Created ▶ Running 1 1
Aug 22 → Aug 28 Assigned ▶ Running 4 5
Aug 28 → Sep 16 Scheduled ▶ Running 12 17
Sep 16 → Sep 18 Tech On Site ▶ Running 2 19
Dispatch 1.4d
Coordinators 17.9d
Field Work 2.2d
Billing 1.4d
✗ SLA Missed
Dispatch
1.4 days
Over SLA
Coordinators
17.9 days
Over SLA
Field Work
2.2 days
Over SLA
Billing
1.4 days
Over SLA
Created: Aug 21, 2025 Due: Sep 4, 2025 Completed: Sep 18, 2025 (13 days late)
📅
19.4 days Total Age
⏱️
12.9d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
18.3d 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 #00521078
URGENT Philips WO Request
Closed
H280461736A51 Active Exhalation Verification: S(+) P(+): Pilot: Reading 30.08 cmH2O 25.50 28.50 FAILED
Priority
Standard
Origin
Email
Reason
New Case
Contact
Randy Ragan
Owner
Shelby Robinson
Created
Aug 21, 2025
Work Orders from this Case (2)
WO-01299046 (current) Invoiced
Repair • Bruce Ballard
Created: Aug 21, 2025 • Closed: Sep 18, 2025
WO-01299047 Invoiced
Repair • Bruce Ballard
Created: Aug 21, 2025 • Closed: Sep 4, 2025
Completed with significant delays
Invoiced • 195 days old
🚨
Primary Delay 12.9 days stuck in "Scheduled"
⏱️
Total Delay 18.3 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
1.4d / 0.5d SLA
Assigned
5.0d / 0.5d SLA
Scheduled
12.9d / 2.0d SLA
Tech On Site
2.2d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.3d / 1.0d SLA
07e-Partial Project
4.9d
Ready to Bill
1.4d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
09/16/2025 EMartin PO rcvd updating scheduled date to FSE onsite per request 09/11/2025 EMartin Fady sent email to Randy to get hard copy PO 08/28/2025 Emartin sent email to POC advising onsite tomorrow 08025025_BOUPDATE_

08/27/2025 MNewman - Quote has been accepted. Work can be scheduled.

08/25/2025 Emartin PWO pending entitlement FSE onsite working with POC to get hardcopy PO and quotes along with other devices for FCO81 completion 

08/22/2025 Emartin PWO pending entitlement

🔧 Work Performed
Performed Corrective Maintenance on device. Dis-Assembled Device, Removed/Replaced hardware, assembled and tested.  All required PA results pass
🔍 Technician Findings
Performed Corrective Maintenance on device. Dis-Assembled Device, Removed/Replaced hardware, assembled and tested.  All required PA results pass
⚠️ Problem Description
H280461736A51 Active Exhalation Verification: S(+) P(+): Pilot: Reading 30.08 cmH2O 25.50 28.50 FAILED
📄 Description
Philips Trilogy EV300 Hospital Ventilator (DS2200X11B / 989805661881)
📞 Call Description
Repair - Trade

Timeline

📞
Case Linked Aug 21, 4:29 PM
Case Number: 00521078
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Aug 21, 5:11 PM
Work Order: WO-01299046
Type: Repair
Priority: PC
👷
▶
2 Status: Assigned Aug 22, 8:21 AM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Erin Martin
Technician: Bruce Ballard
⚠️ 5.0 business days
👷
▶
3 Technician Assigned Aug 28, 12:43 PM
Technician Assigned → Dispatch Scheduled → Status: Scheduled
📅
Dispatch Scheduled by Erin Martin
Scheduled For: 2025-09-05T12:00:00.000+0000
🗓️
Status: Scheduled by Erin Martin
From: Assigned
To: Scheduled
Duration in Previous: 6d 4h
👷
▶
2 Technician Assigned Aug 28, 1:37 PM
Technician Assigned → Dispatch Scheduled
📅
Dispatch Scheduled by Erin Martin
Scheduled For: 2025-08-29T12:00:00.000+0000
⏳ 3.0 business days
📅
Dispatch Scheduled by Erin Martin Sep 2, 10:00 AM
Scheduled For: 2025-09-02T12:00:00.000+0000
⚠️ 5.0 business days
📅
Dispatch Scheduled by Erin Martin Sep 8, 11:00 AM
Scheduled For: 2025-09-08T12:00:00.000+0000
⏳ 4.0 business days
📅
Dispatch Scheduled by Erin Martin Sep 11, 4:30 PM
Scheduled For: 2025-09-19T12:00:00.000+0000
⏳ 3.9 business days
📅
Dispatch Scheduled by Erin Martin Sep 16, 10:18 AM
Scheduled For: 2025-09-16T12:00:00.000+0000
🔧
Status: Tech On Site by Bruce Ballard Sep 16, 6:01 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 19d 5h
⏳ 2.7 business days
⏱️
2x Labor Added Sep 18, 4:43 PM
Type: Labor
Status: Open
Qty: 3, 1
🚗
Travel Added Sep 18, 4:55 PM
Type: Travel
Status: Open
Qty: 87
✔️
▶
2 Status: Completed Sep 18, 5:24 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Bruce Ballard
From: Completed
To: Closed
Duration in Previous: 1m
⏱️
▶
2 Labor Added Sep 19, 1:02 PM
Labor Added → Status: 07e-Partial Project
📋
Status: 07e-Partial Project by Timothy Amburgey
From: Closed
To: 07e-Partial Project
Duration in Previous: 19h 39m
⚠️ 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, 6:53 AM
Invoice Number: SM-242111

Bottlenecks

Entered
Duration: 1.4 business days (threshold: 4.0 business hours)
Exceeded by 6.8 business hours
Assigned
Duration: 5.0 business days (threshold: 4.0 business hours)
Exceeded by 4.5 business days
Scheduled
Duration: 12.9 business days (threshold: 2.0 business days)
Exceeded by 10.9 business days
Tech On Site
Duration: 2.2 business days (threshold: 1.0 business days)
Exceeded by 1.2 business days
Closed
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.6 business hours
Ready to Bill
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.5 business hours

🔗 Related Artifacts

📞
Case 00521078
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Repair
Branch
ERLA - PROD
Technician
Bruce Ballard
Scheduled
Sep 16, 8:00 AM
Created
Aug 21, 5:11 PM
Invoice #
SM-242111

Work Details (4)

Name Type Status Qty Amount Date
WL-02941197 Labor Open 3 $285.00 Sep 18, 4:43 PM
WL-02941198 Labor Open 1 $155.00 Sep 18, 4:43 PM
WL-02941231 Travel Open 87 $0.00 Sep 18, 4:55 PM
WL-02942467 Labor Open 0.016666666666667 $38.00 Sep 19, 1:02 PM

Details