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WO-01303634 ↗ ServiceMax

PHILIPS HEALTHCARE • Preventive Maintenance • PC

📍 Mather Hospital — 75 N Country Rd, Port Jefferson NY, 11777

Sep 10, 2025 → Dec 15, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Jan 30, 2026
✓ SLA Met (31 biz days early)
Active: 58 biz days
Paused: 6 biz days
🕐 Clock stopped: Completed (Dec 15, 2025)
▶ Clock Running
Status: Created
Sep 10 → Sep 10, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸6d
⏸ Clock Paused
Status: Ready for Release
Sep 10 → Sep 18, 2025
6 business days (not counted)
▶ Clock Running
Status: Scheduled
Sep 18 → Sep 18, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Entered
Sep 18 → Sep 18, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸ Clock Paused
Status: Ready for Release
Sep 18 → Sep 18, 2025
0 business days (not counted)
58d
▶ Clock Running
Status: Scheduled
Sep 18 → Dec 15, 2025
58 business days (counted)
Running total: 58 of ? biz days used
Created: Sep 10, 2025 Completed: Dec 15, 2025
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Sep 10 → Sep 10 Created ▶ Running 0 0
Sep 10 → Sep 18 Ready for Release ⏸ Paused 6 —
Sep 18 → Sep 18 Scheduled ▶ Running 0 0
Sep 18 → Sep 18 Entered ▶ Running 0 0
Sep 18 → Sep 18 Ready for Release ⏸ Paused 0 —
Sep 18 → Dec 15 Scheduled ▶ Running 58 58
Dispatch 0.1d
Holding 7.1d (excluded)
Coordinators 59.0d
Billing 1.5d
✓ SLA Met
Dispatch
0.1 days
Holding (excluded from total)
7.1 days
Coordinators
59.0 days
Over SLA
Billing
1.5 days
Over SLA
Created: Sep 10, 2025 Due: Jan 30, 2026 Completed: Dec 15, 2025 (46 days early)
📅
65.0 days Total Age
⏱️
59.0d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
57.5d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
8 lines Work Details
🏠
2 visits On-Site Trips
📋
Coordinator Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
Visit 1 Dec 10, 2025
Visit 2 Dec 11, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00525979
URGENT Philips WO Request
Closed
Preventative Maintenance Visit
Priority
Standard
Origin
Email
Reason
New Case
Contact
Billy Paduano
Owner
Shelby Robinson
Created
Sep 10, 2025
Work Orders from this Case (1)
WO-01303634 (current) Invoiced
Preventive Maintenance • Andre Samuda
Created: Sep 10, 2025 • Closed: Dec 15, 2025
Completed with significant delays
Invoiced • 175 days old
🚨
Primary Delay 59.0 days stuck in "Scheduled"
⏱️
Total Delay 57.5 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
Ready for Release
7.1d
Scheduled
59.0d / 2.0d SLA
Closed
1.0d / 1.0d SLA
07e-Partial Project
3.5d
Ready to Bill
1.5d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/01/2025 RArnold - Sent Reminder Email

09/18/2025 RArnold - Nicole confirmed device is on 2nd floor in cath lab and ep lab. Offered 12/10 @ 2:30 pm. She confirmed. Dispatching to Andre

09/17/2025 RArnold- Called (631) 473-1320 for Nicole Hoefler. Number is for the main site. Asked for the cath lab. She was not available and was asked to send her an email. 

nhoefler@northwell.edu


09/17/2025 RArnold- Called (631) 806-5425 for Billy Paduano. He said by to call Nicole Hoefler (631) 473-1320 nhoefler@northwell.edu

🔧 Work Performed
PERFORMED ANNUAL PREVENTIVE MAINTENANCE AND PERFORMANCE ASSURANCE TEST AND INSPECTION. ALL PM AND PA RESULTS PASSED.ADVISED CUSTOMER AND PLACED BACK INTO SERVICE.
🔍 Technician Findings
PERFORMED ANNUAL PREVENTIVE MAINTENANCE AND PERFORMANCE ASSURANCE TEST AND INSPECTION. ALL PM AND PA RESULTS PASSED.ADVISED CUSTOMER AND PLACED BACK INTO SERVICE.
⚠️ Problem Description
Preventative Maintenance Visit
📄 Description
Philips - Image Guided Therapy Device (IGT-D)
📞 Call Description
PM - Contract - BG Required PM

Timeline

📞
Case Linked Sep 10, 11:13 AM
Case Number: 00525979
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Sep 10, 12:11 PM
Work Order: WO-01303634
Type: Preventive Maintenance
Priority: PC
✅
Status: Ready for Release by Rebecca Arnold Sep 10, 12:54 PM
From: Entered
To: Ready for Release
Duration in Previous: 42m
⚠️ 7.0 business days
🗓️
▶
4 Status: Scheduled Sep 18, 9:33 AM
Status: Scheduled → Technician Assigned → Dispatch Scheduled → Status: Entered
👷
Technician Assigned by Rebecca Arnold
Technician: Andre Samuda
📅
Dispatch Scheduled by Rebecca Arnold
Scheduled For: 2025-10-08T18:00:00.000+0000
🆕
Status: Entered by Rebecca Arnold
From: Scheduled, Entered
To: Entered, Ready for Release
Duration in Previous: 1m, 0m
👷
▶
3 Technician Assigned Sep 18, 10:58 AM
Technician Assigned → Dispatch Scheduled → Status: Scheduled
📅
Dispatch Scheduled by Rebecca Arnold
Scheduled For: 2025-12-10T19:30:00.000+0000
🗓️
Status: Scheduled by Rebecca Arnold
From: Ready for Release
To: Scheduled
Duration in Previous: 1h 24m
🚨 58.8 business days
⏱️
▶
2 7x Labor Added Dec 15, 5:47 AM
7x Labor Added → Status: Completed
✔️
Status: Completed by Andre Samuda
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 87d 19h, 0m
⏱️
▶
2 Labor Added Dec 15, 2:58 PM
Labor Added → Status: 07e-Partial Project
📋
Status: 07e-Partial Project by Timothy Amburgey
From: Closed
To: 07e-Partial Project
Duration in Previous: 9h 14m
⏳ 4.0 business days
📄
Status: Ready to Bill by Timothy Amburgey Dec 18, 3:11 PM
From: 07e-Partial Project
To: Ready to Bill
Duration in Previous: 3d 0h
📨
▶
2 Status: Invoice Pending Dec 19, 12:45 PM
Status: Invoice Pending → Invoice Created
🧾
Invoice Created
Invoice Number: SM-249615

Bottlenecks

Scheduled
Duration: 59.0 business days (threshold: 2.0 business days)
Exceeded by 57.0 business days
Ready to Bill
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 3.8 business hours

🔗 Related Artifacts

📞
Case 00525979
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
ERLA - PROD
Technician
Andre Samuda
Scheduled
Dec 10, 2:30 PM
Created
Sep 10, 12:11 PM
Invoice #
SM-249615

Work Details (8)

Name Type Status Qty Amount Date
WL-03037559 Labor Open 1 $0.00 Dec 15, 5:47 AM
WL-03037560 Labor Open 2 $150.00 Dec 15, 5:47 AM
WL-03037561 Labor Open 2.25 $155.00 Dec 15, 5:47 AM
WL-03037562 Labor Open 0.25 $0.00 Dec 15, 5:47 AM
WL-03037563 Expenses Open 1 $0.00 Dec 15, 5:47 AM
WL-03037564 Expenses Open 1 $0.00 Dec 15, 5:47 AM
WL-03037565 Travel Open 49 $0.00 Dec 15, 5:47 AM
WL-03038155 Labor Open 0.016666666666667 $38.00 Dec 15, 2:58 PM

Details