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← WO Overview

WO-01303655 ↗ ServiceMax

PHILIPS HEALTHCARE • Installation • PC

📍 Sanford Fargo Medical Center — 5225 23rd Ave S, Fargo ND, 58104

Sep 10, 2025 → Sep 20, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Sep 19, 2025
✗ SLA Missed
Active: 7 biz days
🕐 Clock stopped: Tech Off Site (Sep 20, 2025)
▶ Clock Running
Status: Created
Sep 10 → Sep 10, 2025
0 business days (counted)
Running total: 0 of ? biz days used
3d
▶ Clock Running
Status: Scheduled
Sep 10 → Sep 15, 2025
3 business days (counted)
Running total: 3 of ? biz days used
4d
▶ Clock Running
Status: Tech On Site
Sep 15 → Sep 20, 2025
4 business days (counted)
Running total: 7 of ? biz days used
Created: Sep 10, 2025 Tech Off Site: Sep 20, 2025
Show SLA Clock Detail (3 periods)
Period Status Clock Biz Days Running Total
Sep 10 → Sep 10 Created ▶ Running 0 0
Sep 10 → Sep 15 Scheduled ▶ Running 3 3
Sep 15 → Sep 20 Tech On Site ▶ Running 4 7
Dispatch 0.0d
Coordinators 3.7d
Field Work 4.6d
Billing 5.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
3.7 days
Over SLA
Field Work
4.6 days
Over SLA
Billing
5.0 days
Over SLA
Created: Sep 10, 2025 Due: Sep 19, 2025 Completed: Sep 21, 2025 (1 days late)
📅
7.8 days Total Age
⏱️
5.0d in Ready to Bill Longest Stage
🔄
7 transitions Status Changes
⚠️
9.3d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
28 lines Work Details
🚩
5 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚨
5 On-Site Visits
5 on-site visits — critical red flag: repeated failure to resolve
👤 Self-scheduled by Israel Martell — scheduling delays attributed to technician, not coordinators
Visit 1 Sep 15, 2025
Visit 2 Sep 16, 2025
Visit 3 Sep 17, 2025
Visit 4 Sep 18, 2025
Visit 5 Sep 19, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00526068
URGENT Philips WO Request
Closed
Mon/Fri Travel-Multi Dept Monitor/X2/X3 upgrades@3 Fargo sites: SanfordMCFargo, South U & Broadway. Order of hosp/units units TBD. Need working support tool & know how to upgrade/clone monitors independently. 3rd Party Resource Request Form - 3 Resource(s) PSA project name: ND: Sanford Fargo (3 sites) Mon/MX40/Fetal Upgrades (SES 43274615) Resource Request number: RR-0322615 Site Name: Sanford Medical Center Fargo Delivery Address: 5225 23rd Ave S Fargo, North Dakota 58104 Installation Address: Additional deployment addresses: Sanford South University Medical Center 1720 University Drive S., Fargo, ND 58103 Sanford Broadway Medical Center 801 Broadway N Fargo, ND 58102 Service District HPMW09-1 Project Scope: Mon/Fri Travel-Multi Dept Monitor/X2/X3 upgrades@3 Fargo sites: SanfordMCFargo, South U & Broadway. Order of hosp/units units TBD. Need working support tool & know how to upgrade/clone monitors independently. Notes: Vendor Credentialing: Sec3ure (Reptrax) Scheduled Start: 11 Aug 2025 08:00 AM Scheduled End: 05 Sep 2025 Contacts Email: Phone: Project Manager: Marty Oliver marty.oliver@philips.com (720) 538-2167 Lead TC/FSE: Martin Boegel martin.boegel@philips.com (303) 304-3135 District Manager: Cathy Horton cathy.horton@philips.com (615) 418-8992 Site Contact: Tricia Erstad tricia.erstad@sanfordhealth.org (701) 234-3414 SO or SMA/SES # SO/SMA/SES Description Bundled VAS 43274615 SES-Bedside Upgrades [X] Resources Requested Skillset Names(s) & Scheduled Dates (if applicable) Resource slot #1 Intermediate Resource slot #2 Intermediate Resource slot #3 Intermediate
Priority
Standard
Origin
Email
Reason
New Case
Contact
Tricia Erstad
Owner
Shelby Robinson
Created
Sep 10, 2025
Work Orders from this Case (1)
WO-01303655 (current) Invoiced
Installation • Israel Martell
Created: Sep 10, 2025 • Closed: Sep 20, 2025
Completed with minor delays
Invoiced • 175 days old
🚨
Primary Delay 5.0 days stuck in "Ready to Bill"
⏱️
Total Delay 9.3 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.0d / 0.5d SLA
Scheduled
3.7d / 2.0d SLA
Tech On Site
4.6d / 1.0d SLA
Tech Off Site
0.0d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
5.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
09/22/2025 DCox - Reviewed to make sure that qty of device per day matches the daily log match qty of devices on WO. Tim will need to process through his normal billing review this week.

09/10/2025 RArnold- dispatching to Israel for next week

🔧 Work Performed
9/16/2025 - IM - Software updates
🔍 Technician Findings
9/16/2025 - IM - Software updates
⚠️ Problem Description
Mon/Fri Travel-Multi Dept Monitor/X2/X3 upgrades@3 Fargo sites: SanfordMCFargo, South U & Broadway. Order of hosp/units units TBD. Need working support tool & know how to upgrade/clone monitors independently. 3rd Party Resource Request Form - 3 Resource(s) PSA project name: ND: Sanford Fargo (3 sites) Mon/MX40/Fetal Upgrades (SES 43274615) Resource Request number: RR-0322615 Site Name: Sanford Medical Center Fargo Delivery Address: 5225 23rd Ave S Fargo, North Dakota 58104 Installation Address: Additional deployment addresses: Sanford South University Medical Center 1720 University Drive S., Fargo, ND 58103 Sanford Broadway Medical Center 801 Broadway N Fargo, ND 58102 Service District HPMW09-1 Project Scope: Mon/Fri Travel-Multi Dept Monitor/X2/X3 upgrades@3 Fargo sites: SanfordMCFargo, South U & Broadway. Order of hosp/units units TBD. Need working support tool & know how to upgrade/clone monitors independently. Notes: Vendor Credentialing: Sec3ure (Reptrax) Scheduled Start: 11 Aug 2025 08:00 AM Scheduled End: 05 Sep 2025 Contacts Email: Phone: Project Manager: Marty Oliver marty.oliver@philips.com (720) 538-2167 Lead TC/FSE: Martin Boegel martin.boegel@philips.com (303) 304-3135 District Manager: Cathy Horton cathy.horton@philips.com (615) 418-8992 Site Contact: Tricia Erstad tricia.erstad@sanfordhealth.org (701) 234-3414 SO or SMA/SES # SO/SMA/SES Description Bundled VAS 43274615 SES-Bedside Upgrades [X] Resources Requested Skillset Names(s) & Scheduled Dates (if applicable) Resource slot #1 Intermediate Resource slot #2 Intermediate Resource slot #3 Intermediate
📄 Description
Philips Installation (EBS Group)
📞 Call Description
Cabling & Installation Request

Timeline

📞
Case Linked Sep 10, 1:43 PM
Case Number: 00526068
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Sep 10, 1:52 PM
Work Order: WO-01303655
Type: Installation
Priority: PC
👷
▶
3 Technician Assigned Sep 10, 2:10 PM
Technician Assigned → Dispatch Scheduled → Status: Scheduled
📅
Dispatch Scheduled by Rebecca Arnold
Scheduled For: 2025-09-15T12:00:00.000+0000
🗓️
Status: Scheduled by Rebecca Arnold
From: Entered
To: Scheduled
Duration in Previous: 17m
💵
Expenses Added Sep 10, 3:00 PM
Type: Expenses
Status: Open
Qty: 1
💵
3x Expenses Added Sep 10, 3:18 PM
Type: Expenses
Status: Open
Qty: 1
⏳ 4.0 business days
🔧
Status: Tech On Site by Israel Martell Sep 15, 3:24 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 1h
⏱️
Labor Added Sep 16, 9:54 AM
Type: Labor
Status: Open
Qty: 10.5
⏱️
Labor Added Sep 17, 9:37 AM
Type: Labor
Status: Open
Qty: 0.5
⏳ 3.0 business days
🚗
Status: Tech Off Site by Israel Martell Sep 20, 7:55 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 5d 4h
⏱️
▶
2 2x Labor Added Sep 20, 8:20 PM
2x Labor Added → 3x Labor Added
⏱️
3x Labor Added
Type: Labor
Status: Open
Qty: 0.5, 9
⏱️
▶
2 3x Labor Added Sep 20, 8:27 PM
3x Labor Added → Labor Added
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 11.5
💵
8x Expenses Added Sep 20, 8:49 PM
Type: Expenses
Status: Open
Qty: 1
💵
5x Expenses Added Sep 20, 8:57 PM
Type: Expenses
Status: Open
Qty: 1
✔️
Status: Completed by Israel Martell Sep 20, 9:04 PM
From: Tech Off Site
To: Completed
Duration in Previous: 1h 8m
🏁
Status: Closed by Israel Martell Sep 20, 9:19 PM
From: Completed
To: Closed
Duration in Previous: 15m
⏳ 1.0 business days
📄
Status: Ready to Bill by Timothy Amburgey Sep 22, 9:49 AM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 12h
⏳ 4.5 business days
💰
Status: Invoiced by Josh Longway Sep 26, 4:01 AM
From: Ready to Bill
To: Invoiced
Duration in Previous: 3d 18h
⏳ 2.0 business days
🧾
Invoice Created Sep 29, 10:51 AM
Invoice Number: SM-242129

Bottlenecks

Scheduled
Duration: 3.7 business days (threshold: 2.0 business days)
Exceeded by 1.7 business days
Tech On Site
Duration: 4.6 business days (threshold: 1.0 business days)
Exceeded by 3.6 business days
Ready to Bill
Duration: 5.0 business days (threshold: 1.0 business days)
Exceeded by 4.0 business days

🔗 Related Artifacts

📞
Case 00526068
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Installation
Branch
ERLA - PROD
Technician
Israel Martell
Scheduled
Sep 15, 8:00 AM
Created
Sep 10, 1:52 PM
Invoice #
SM-242129

Work Details (28)

Name Type Status Qty Amount Date
WL-02931271 Expenses Open 1 $0.00 Sep 10, 3:00 PM
WL-02931299 Expenses Open 1 $0.00 Sep 10, 3:18 PM
WL-02931300 Expenses Open 1 $0.00 Sep 10, 3:18 PM
WL-02931301 Expenses Open 1 $0.00 Sep 10, 3:18 PM
WL-02937044 Labor Open 10.5 $0.00 Sep 16, 9:54 AM
WL-02938396 Labor Open 0.5 $0.00 Sep 17, 9:37 AM
WL-02943665 Labor Open 0.5 $2,170.00 Sep 20, 8:20 PM
WL-02943664 Labor Open 10.5 $630.00 Sep 20, 8:20 PM
WL-02943668 Labor Open 0.5 $0.00 Sep 20, 8:23 PM
WL-02943669 Labor Open 9 $765.00 Sep 20, 8:23 PM
WL-02943670 Labor Open 0.5 $2,635.00 Sep 20, 8:23 PM
WL-02943672 Labor Open 0.5 $0.00 Sep 20, 8:27 PM
WL-02943673 Labor Open 10 $585.00 Sep 20, 8:27 PM
WL-02943671 Labor Open 0.5 $2,015.00 Sep 20, 8:27 PM
WL-02943674 Labor Open 11.5 $0.00 Sep 20, 8:31 PM
WL-02943697 Expenses Open 1 $0.00 Sep 20, 8:49 PM
WL-02943698 Expenses Open 1 $0.00 Sep 20, 8:49 PM
WL-02943699 Expenses Open 1 $0.00 Sep 20, 8:49 PM
WL-02943696 Expenses Open 1 $0.00 Sep 20, 8:49 PM
WL-02943701 Expenses Open 1 $0.00 Sep 20, 8:49 PM
WL-02943702 Expenses Open 1 $0.00 Sep 20, 8:49 PM
WL-02943703 Expenses Open 1 $0.00 Sep 20, 8:49 PM
WL-02943700 Expenses Open 1 $0.00 Sep 20, 8:49 PM
WL-02943708 Expenses Open 1 $0.00 Sep 20, 8:57 PM
WL-02943710 Expenses Open 1 $0.00 Sep 20, 8:57 PM
WL-02943711 Expenses Open 1 $0.00 Sep 20, 8:57 PM
WL-02943707 Expenses Open 1 $0.00 Sep 20, 8:57 PM
WL-02943709 Expenses Open 1 $0.00 Sep 20, 8:57 PM

Details