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WO-01300581 ↗ ServiceMax

PHILIPS HEALTHCARE • Repair • PC

📍 Emory Johns Creek Hospital — 6325 Hospital Pkwy, Johns Creek GA, 30097

Sep 2, 2025 → Sep 26, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Sep 16, 2025
✗ SLA Missed (8 biz days late)
Active: 18 biz days
🕐 Clock stopped: Completed (Sep 27, 2025)
▶ Clock Running
Status: Created
Sep 2 → Sep 2, 2025
0 business days (counted)
Running total: 0 of ? biz days used
7d
▶ Clock Running
Status: Assigned
Sep 2 → Sep 11, 2025
7 business days (counted)
Running total: 7 of ? biz days used
7d
▶ Clock Running
Status: Ready for Scheduling
Sep 11 → Sep 22, 2025
7 business days (counted)
Running total: 14 of ? biz days used
▶ Clock Running
Status: Assigned
Sep 22 → Sep 22, 2025
0 business days (counted)
Running total: 14 of ? biz days used
3d
▶ Clock Running
Status: Scheduled
Sep 22 → Sep 25, 2025
3 business days (counted)
Running total: 17 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 25 → Sep 27, 2025
1 business day (counted)
Running total: 18 of ? biz days used
Created: Sep 2, 2025 Completed: Sep 27, 2025
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Sep 2 → Sep 2 Created ▶ Running 0 0
Sep 2 → Sep 11 Assigned ▶ Running 7 7
Sep 11 → Sep 22 Ready for Scheduling ▶ Running 7 14
Sep 22 → Sep 22 Assigned ▶ Running 0 14
Sep 22 → Sep 25 Scheduled ▶ Running 3 17
Sep 25 → Sep 27 Tech On Site ▶ Running 1 18
Dispatch 0.1d
Coordinators 20.0d
Field Work 1.3d
Billing 1.4d
✗ SLA Missed
Dispatch
0.1 days
Coordinators
20.0 days
Over SLA
Field Work
1.3 days
Over SLA
Billing
1.4 days
Over SLA
Created: Sep 2, 2025 Due: Sep 16, 2025 Completed: Sep 27, 2025 (10 days late)
📅
19.0 days Total Age
⏱️
8.0d in Assigned Longest Stage
🔄
10 transitions Status Changes
⚠️
17.2d 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 #00523722
URGENT Philips WO Request
Closed
Upon initial inspection of device, device failed AECM solenoid verification test/5/14/2025
Priority
Standard
Origin
Email
Reason
New Case
Contact
Leo Mota
Owner
Shelby Robinson
Created
Sep 2, 2025
Work Orders from this Case (1)
WO-01300581 (current) Invoiced
Repair • Bruce Ballard
Created: Sep 2, 2025 • Closed: Sep 26, 2025
Completed with significant delays
Invoiced • 183 days old
🚨
Primary Delay 8.0 days stuck in "Assigned"
⏱️
Total Delay 17.2 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
8.0d / 0.5d SLA
Ready for Scheduling
8.0d / 1.0d SLA
Scheduled
4.0d / 2.0d SLA
Tech On Site
1.3d / 1.0d SLA
Completed
0.0d / 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
09/24/2025 EMartin per FSE email to POC Bruce will now be onsite thrs 09/25 09/22/2025 EMartin dispatching to FSE to complete Weds 09/24/25 sent email to leo.mota@gehealthcare.com advising

09/16/2025 EMartin parts on WO shipped researching with field on time to send FSE 

09/11/2025 EMartin per FSE device needs board will order parts for onsite visit to be scheduled 

09/02/2025 Emartin sent message to FSE asking for update on device and quote

09/02/2025 Emartin sent message to FSE advising quote needs discount approval 

09/02/2025 MNewman - Quote has been accepted. Work can be scheduled.

🔧 Work Performed
Completed
🔍 Technician Findings
Completed
⚠️ Problem Description
Upon initial inspection of device, device failed AECM solenoid verification test/5/14/2025
📄 Description
Philips Trilogy EV300 Hospital Ventilator (DS2200X11B / 989805661881)
📞 Call Description
Repair - Trade

Timeline

📞
Case Linked Sep 2, 10:05 AM
Case Number: 00523722
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Sep 2, 10:33 AM
Work Order: WO-01300581
Type: Repair
Priority: PC
👷
▶
2 Technician Assigned Sep 2, 11:35 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Erin Martin
From: Entered
To: Assigned
Duration in Previous: 1h 2m
⚠️ 8.0 business days
📅
Status: Ready for Scheduling by Erin Martin Sep 11, 11:22 AM
From: Assigned
To: Ready for Scheduling
Duration in Previous: 8d 23h
⚠️ 8.0 business days
👷
▶
4 Technician Assigned Sep 22, 10:12 AM
Technician Assigned → Status: Assigned → Dispatch Scheduled → Status: Scheduled
👷
Status: Assigned by Erin Martin
From: Ready for Scheduling
To: Assigned
Duration in Previous: 10d 22h
📅
Dispatch Scheduled by Erin Martin
Scheduled For: 2025-09-24T12:00:00.000+0000
🗓️
Status: Scheduled by Erin Martin
From: Assigned
To: Scheduled
Duration in Previous: 1m
⏳ 3.0 business days
📅
▶
2 Dispatch Scheduled Sep 24, 8:29 PM
Dispatch Scheduled → Technician Assigned
👷
Technician Assigned by Erin Martin
Technician: Bruce Ballard
🔧
Status: Tech On Site by Bruce Ballard Sep 25, 5:47 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 3d 7h
⏱️
▶
2 2x Labor Added Sep 25, 6:41 PM
2x Labor Added → Travel Added
🚗
Travel Added
Type: Travel
Status: Open
Qty: 37
⏳ 1.7 business days
✔️
▶
2 Status: Completed Sep 26, 8:40 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Bruce Ballard
From: Completed
To: Closed
Duration in Previous: 1m
⏳ 1.4 business days
⏱️
Labor Added Sep 29, 2:16 PM
Type: Labor
Status: Open
Qty: 0.016666666666667
📋
Status: 07e-Partial Project by Timothy Amburgey Sep 29, 2:26 PM
From: Closed
To: 07e-Partial Project
Duration in Previous: 2d 17h
⏳ 4.0 business days
📄
Status: Ready to Bill by Timothy Amburgey Oct 2, 4:26 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 34m
⏳ 2.0 business days
🧾
Invoice Created Oct 6, 2:22 PM
Invoice Number: SM-242779

Bottlenecks

Assigned
Duration: 8.0 business days (threshold: 4.0 business hours)
Exceeded by 7.5 business days
Ready for Scheduling
Duration: 8.0 business days (threshold: 1.0 business days)
Exceeded by 7.0 business days
Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Tech On Site
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.2 business hours
Ready to Bill
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.6 business hours

🔗 Related Artifacts

📞
Case 00523722
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Repair
Branch
ERLA - PROD
Technician
Bruce Ballard
Scheduled
Sep 25, 8:00 AM
Created
Sep 2, 10:33 AM
Invoice #
SM-242779

Work Details (4)

Name Type Status Qty Amount Date
WL-02949744 Labor Open 1 $155.00 Sep 25, 6:41 PM
WL-02949745 Labor Open 3 $285.00 Sep 25, 6:41 PM
WL-02949750 Travel Open 37 $0.00 Sep 25, 6:42 PM
WL-02953085 Labor Open 0.016666666666667 $38.00 Sep 29, 2:16 PM

Details