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WO-01301950 ↗ ServiceMax

PHILIPS HEALTHCARE • Repair • PC

📍 Mercy Hospital — 3663 S Miami Ave, Miami FL, 33133

Sep 5, 2025 → Sep 24, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Sep 19, 2025
✗ SLA Missed (3 biz days late)
Active: 13 biz days
🕐 Clock stopped: Completed (Sep 24, 2025)
▶ Clock Running
Status: Created
Sep 5 → Sep 5, 2025
0 business days (counted)
Running total: 0 of ? biz days used
1d
▶ Clock Running
Status: Assigned
Sep 5 → Sep 8, 2025
1 business day (counted)
Running total: 1 of ? biz days used
12d
▶ Clock Running
Status: Scheduled
Sep 8 → Sep 24, 2025
12 business days (counted)
Running total: 13 of ? biz days used
Created: Sep 5, 2025 Completed: Sep 24, 2025
Show SLA Clock Detail (3 periods)
Period Status Clock Biz Days Running Total
Sep 5 → Sep 5 Created ▶ Running 0 0
Sep 5 → Sep 8 Assigned ▶ Running 1 1
Sep 8 → Sep 24 Scheduled ▶ Running 12 13
Dispatch 0.8d
Coordinators 14.2d
Field Work 0.0d
Billing 1.4d
✗ SLA Missed
Dispatch
0.8 days
Over SLA
Coordinators
14.2 days
Over SLA
Field Work
0.0 days
Billing
1.4 days
Over SLA
Created: Sep 5, 2025 Due: Sep 19, 2025 Completed: Sep 24, 2025 (4 days late)
📅
14.0 days Total Age
⏱️
12.8d in Scheduled Longest Stage
🔄
7 transitions Status Changes
⚠️
13.5d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
7 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00524777
URGENT Philips WO Request
Closed
Priority
Standard
Origin
Email
Reason
New Case
Contact
EMSAR EMSAR
Owner
John Rolston
Created
Sep 5, 2025
Work Orders from this Case (1)
WO-01301950 (current) Invoiced
Repair • Raymond Ebanks
Created: Sep 5, 2025 • Closed: Sep 24, 2025
Completed with significant delays
Invoiced • 180 days old
🚨
Primary Delay 12.8 days stuck in "Scheduled"
⏱️
Total Delay 13.5 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.8d / 0.5d SLA
Assigned
1.4d / 0.5d SLA
Scheduled
12.8d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.0d / 1.0d SLA
07e-Partial Project
0.9d
Ready to Bill
1.4d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

09/08/2025 - dispatch to Raymond Ebanks for Monday 9/15. Fady replied to customer email thread for scheduling

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

09/05/2025 MNewman - Fady working with Service Quotes to modify the quote and place parts order.

09/05/2025 MNewman - Case created due to an expired quote (Q-01639932) on previous case (0125648051)

🔧 Work Performed
Travel to site. Replaced Flow sensor assembly, Air and O2. Performed required Test & Verification. Device passed all tests & returned to service. Travel home. Delayed in traffic due to accident.
🔍 Technician Findings
Repair
⚠️ Problem Description
proximal line; high c02 rebreathing errors, facility name is HCA Florida Mercy Hosp; Case created due to an expired quote (Q-01639932) on previous case (0125648051)
📄 Description
V60 Ventilator
📞 Call Description
Repair - Trade

Timeline

📞
Case Linked Sep 5, 9:41 AM
Case Number: 00524777
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Sep 5, 9:54 AM
Work Order: WO-01301950
Type: Repair
Priority: PC
👷
▶
2 Status: Assigned Sep 5, 4:30 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Mandy Newman
Technician: Raymond Ebanks
⏳ 1.9 business days
📅
▶
3 Dispatch Scheduled Sep 8, 1:31 PM
Dispatch Scheduled → Status: Scheduled → Dispatch Scheduled
🗓️
Status: Scheduled by Ashley Luman
From: Assigned
To: Scheduled
Duration in Previous: 2d 21h
📅
Dispatch Scheduled by Ashley Luman
Scheduled For: 2025-09-16T00:00:00.000+0000
⚠️ 9.0 business days
📅
Dispatch Scheduled by Ashley Luman Sep 18, 10:01 AM
Scheduled For: 2025-09-23T00:00:00.000+0000
⏱️
6x Labor Added Sep 18, 10:14 AM
Type: Labor, Expenses, Travel
Status: Open
Qty: 2, 3, 1, 58
⚠️ 5.0 business days
✔️
Status: Completed by Raymond Ebanks Sep 24, 11:49 AM
From: Scheduled
To: Completed
Duration in Previous: 15d 22h
🏁
Status: Closed by Raymond Ebanks Sep 24, 11:56 AM
From: Completed
To: Closed
Duration in Previous: 7m
⏱️
▶
2 Labor Added Sep 25, 8:54 AM
Labor Added → Status: 07e-Partial Project
📋
Status: 07e-Partial Project by Timothy Amburgey
From: Closed
To: 07e-Partial Project
Duration in Previous: 21h 1m
📄
Status: Ready to Bill by Timothy Amburgey Sep 25, 4:30 PM
From: 07e-Partial Project
To: Ready to Bill
Duration in Previous: 7h 32m
💰
Status: Invoiced by Josh Longway Sep 26, 4:01 AM
From: Ready to Bill
To: Invoiced
Duration in Previous: 11h 31m
⚠️ 6.0 business days
🧾
Invoice Created Oct 4, 9:27 AM
Invoice Number: SM-242124

Bottlenecks

Entered
Duration: 6.6 business hours (threshold: 4.0 business hours)
Exceeded by 2.6 business hours
Assigned
Duration: 1.4 business days (threshold: 4.0 business hours)
Exceeded by 7.5 business hours
Scheduled
Duration: 12.8 business days (threshold: 2.0 business days)
Exceeded by 10.8 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.5 business hours

🔗 Related Artifacts

📞
Case 00524777
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Repair
Branch
ERLA - PROD
Technician
Raymond Ebanks
Scheduled
Sep 22, 8:00 PM
Created
Sep 5, 9:54 AM
Invoice #
SM-242124

Work Details (7)

Name Type Status Qty Amount Date
WL-02940375 Labor Open 2 $0.00 Sep 18, 10:14 AM
WL-02940376 Labor Open 3 $285.00 Sep 18, 10:14 AM
WL-02940377 Labor Open 3 $155.00 Sep 18, 10:14 AM
WL-02940378 Expenses Open 1 $0.00 Sep 18, 10:14 AM
WL-02940379 Travel Open 58 $0.00 Sep 18, 10:14 AM
WL-02940380 Travel Open 58 $0.00 Sep 18, 10:14 AM
WL-02948821 Labor Open 0.016666666666667 $38.00 Sep 25, 8:54 AM

Details