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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01300768 ↗ ServiceMax

PHILIPS HEALTHCARE • Repair • PC

📍 Atrium Health - Cleveland Carolina Health — 201 E Grover St, Shelby NC, 28150

Sep 2, 2025 → Oct 8, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Sep 16, 2025
✗ SLA Missed (16 biz days late)
Active: 26 biz days
🕐 Clock stopped: Completed (Oct 8, 2025)
▶ Clock Running
Status: Created
Sep 2 → Sep 3, 2025
1 business day (counted)
Running total: 1 of ? biz days used
9d
▶ Clock Running
Status: Assigned
Sep 3 → Sep 16, 2025
9 business days (counted)
Running total: 10 of ? biz days used
9d
▶ Clock Running
Status: Ready for Scheduling
Sep 16 → Sep 29, 2025
9 business days (counted)
Running total: 19 of ? biz days used
7d
▶ Clock Running
Status: Scheduled
Sep 29 → Oct 8, 2025
7 business days (counted)
Running total: 26 of ? biz days used
Created: Sep 2, 2025 Completed: Oct 8, 2025
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Sep 2 → Sep 3 Created ▶ Running 1 1
Sep 3 → Sep 16 Assigned ▶ Running 9 10
Sep 16 → Sep 29 Ready for Scheduling ▶ Running 9 19
Sep 29 → Oct 8 Scheduled ▶ Running 7 26
Dispatch 1.3d
Coordinators 27.6d
Field Work 0.1d
Billing 2.9d
✗ SLA Missed
Dispatch
1.3 days
Over SLA
Coordinators
27.6 days
Over SLA
Field Work
0.1 days
Billing
2.9 days
Over SLA
Created: Sep 2, 2025 Due: Sep 16, 2025 Completed: Oct 8, 2025 (21 days late)
📅
26.3 days Total Age
⏱️
10.0d in Ready for Scheduling Longest Stage
🔄
10 transitions Status Changes
⚠️
28.4d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
4 lines Work Details
🏠
2 visits On-Site Trips
📋
Coordinator Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
Visit 1 Oct 6, 2025
Visit 2 Oct 8, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00523966
URGENT Philips WO Request
Closed
System Leak Verification: Pressure Drop over 10s OPERATOR FAIL cmH2O N/A N/A FAIL
Priority
Standard
Origin
Email
Reason
New Case
Contact
Danny Williams
Owner
Shelby Robinson
Created
Sep 2, 2025
Work Orders from this Case (1)
WO-01300768 (current) Invoiced
Repair • Patricia Gordon
Created: Sep 2, 2025 • Closed: Oct 8, 2025
Completed with significant delays
Invoiced • 183 days old
🚨
Primary Delay 10.0 days stuck in "Ready for Scheduling"
⏱️
Total Delay 28.4 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
9.8d / 0.5d SLA
Ready for Scheduling
10.0d / 1.0d SLA
Scheduled
7.8d / 2.0d SLA
Completed
0.1d / 1.0d SLA
Closed
4.0d / 1.0d SLA
07e-Partial Project
7.8d
WO Correction Needed
1.4d
Ready to Bill
1.6d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
09/29/2025 EMartin sent email to Danny advising FSE onsite 10/06/25 to complete device

09/26/2025 EMartin sent email to field asking for update on scheduling 

09/17/2025 EMartin FMessak- 9-17-2025- Fady spoke with Danny and he is having FSE to return to the site to complete the repair.  

09/04/2025 MNewman - Quote has been accepted. Work can be scheduled.

09/03/2025 EMartin FSE working with POC on getting quotes accepted and hard copy PO devices failed repair for FCO81 device needs new board 

🔧 Work Performed
Travel to site. Ran diagnostic Tests, device failed. Ensured all connections from previous repair were correct. Device had visible damage on Outlet side. Creating follow up repair activity. Finaling paperwork/ email for quotes/POs
🔍 Technician Findings
EV300 repair
⚠️ Problem Description
System Leak Verification: Pressure Drop over 10s OPERATOR FAIL cmH2O N/A N/A FAIL
📄 Description
Philips Trilogy EV300 Hospital Ventilator (DS2200X11B / 989805661881)
📞 Call Description
Repair - Trade

Timeline

📞
Case Linked Sep 2, 5:48 PM
Case Number: 00523966
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Sep 2, 5:55 PM
Work Order: WO-01300768
Type: Repair
Priority: PC
👷
▶
2 Technician Assigned Sep 3, 1:57 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Erin Martin
From: Entered
To: Assigned
Duration in Previous: 20h 1m
🚨 10.0 business days
📅
Status: Ready for Scheduling by Mandy Newman Sep 16, 8:23 AM
From: Assigned
To: Ready for Scheduling
Duration in Previous: 12d 18h
🚨 10.0 business days
👷
▶
3 Technician Assigned Sep 29, 1:36 PM
Technician Assigned → Status: Scheduled → Dispatch Scheduled
🗓️
Status: Scheduled by Erin Martin
From: Ready for Scheduling
To: Scheduled
Duration in Previous: 13d 5h
📅
Dispatch Scheduled by Erin Martin
Scheduled For: 2025-10-06T16:00:00.000+0000, 2025-10-06T12:00:00.000+0000
⚠️ 7.0 business days
⏱️
Labor Added Oct 7, 9:39 AM
Type: Labor
Status: Open
Qty: 1
⏱️
▶
2 2x Labor Added Oct 8, 7:21 AM
2x Labor Added → Status: Completed
✔️
Status: Completed by Patricia Gordon
From: Scheduled
To: Completed
Duration in Previous: 8d 17h
⏱️
Labor Added Oct 8, 7:48 AM
Type: Labor
Status: Open
Qty: 3
🏁
Status: Closed by Patricia Gordon Oct 8, 7:55 AM
From: Completed
To: Closed
Duration in Previous: 33m
⏳ 4.0 business days
📋
Status: 07e-Partial Project by Timothy Amburgey Oct 14, 9:04 AM
From: Closed
To: 07e-Partial Project
Duration in Previous: 6d 1h
⏳ 3.0 business days
✏️
Status: WO Correction Needed by Timothy Amburgey Oct 16, 5:04 PM
From: 07e-Partial Project
To: WO Correction Needed
Duration in Previous: 2d 7h
📋
Status: 07e-Partial Project by Timothy Amburgey Oct 17, 1:17 PM
From: WO Correction Needed
To: 07e-Partial Project
Duration in Previous: 20h 12m
⚠️ 5.0 business days
📄
Status: Ready to Bill by Timothy Amburgey Oct 23, 3:25 PM
From: 07e-Partial Project
To: Ready to Bill
Duration in Previous: 6d 2h
💰
Status: Invoiced by Josh Longway Oct 24, 4:00 AM
From: Ready to Bill
To: Invoiced
Duration in Previous: 12h 35m
⏳ 2.0 business days
🧾
Invoice Created Oct 27, 4:43 PM
Invoice Number: SM-244556

Bottlenecks

Entered
Duration: 1.3 business days (threshold: 4.0 business hours)
Exceeded by 6.1 business hours
Assigned
Duration: 9.8 business days (threshold: 4.0 business hours)
Exceeded by 9.3 business days
Ready for Scheduling
Duration: 10.0 business days (threshold: 1.0 business days)
Exceeded by 9.0 business days
Scheduled
Duration: 7.8 business days (threshold: 2.0 business days)
Exceeded by 5.8 business days
Closed
Duration: 4.0 business days (threshold: 1.0 business days)
Exceeded by 3.0 business days
Ready to Bill
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 4.6 business hours

🔗 Related Artifacts

📞
Case 00523966
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Repair
Branch
ERLA - PROD
Technician
Patricia Gordon
Scheduled
Oct 6, 8:00 AM
Created
Sep 2, 5:55 PM
Invoice #
SM-244556

Work Details (4)

Name Type Status Qty Amount Date
WL-02961829 Labor Open 1 $0.00 Oct 7, 9:39 AM
WL-02962959 Labor Open 0.25 $23.75 Oct 8, 7:21 AM
WL-02962960 Travel Open 67 $0.00 Oct 8, 7:21 AM
WL-02962963 Labor Open 3 $285.00 Oct 8, 7:48 AM

Details