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← WO Overview

WO-01304355 ↗ ServiceMax

PHILIPS HEALTHCARE • Preventive Maintenance • PC

📍 Lenox Hill Hospital — 107 E 76th St, New York NY, 10021

Sep 15, 2025 → Nov 14, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Jan 30, 2026
✓ SLA Met (50 biz days early)
Active: 36 biz days
Paused: 6 biz days
🕐 Clock stopped: Completed (Nov 15, 2025)
▶ Clock Running
Status: Created
Sep 15 → Sep 15, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸6d
⏸ Clock Paused
Status: Ready for Release
Sep 15 → Sep 23, 2025
6 business days (not counted)
29d
▶ Clock Running
Status: Scheduled
Sep 23 → Nov 4, 2025
29 business days (counted)
Running total: 29 of ? biz days used
▶ Clock Running
Status: Entered
Nov 4 → Nov 4, 2025
0 business days (counted)
Running total: 29 of ? biz days used
7d
▶ Clock Running
Status: Scheduled
Nov 4 → Nov 14, 2025
7 business days (counted)
Running total: 36 of ? biz days used
▶ Clock Running
Status: Tech On Site
Nov 14 → Nov 15, 2025
0 business days (counted)
Running total: 36 of ? biz days used
Created: Sep 15, 2025 Completed: Nov 15, 2025
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Sep 15 → Sep 15 Created ▶ Running 0 0
Sep 15 → Sep 23 Ready for Release ⏸ Paused 6 —
Sep 23 → Nov 4 Scheduled ▶ Running 29 29
Nov 4 → Nov 4 Entered ▶ Running 0 29
Nov 4 → Nov 14 Scheduled ▶ Running 7 36
Nov 14 → Nov 15 Tech On Site ▶ Running 0 36
Dispatch 0.2d
Holding 6.8d (excluded)
Coordinators 37.8d
Field Work 0.6d
Billing 1.3d
✓ SLA Met
Dispatch
0.2 days
Holding (excluded from total)
6.8 days
Coordinators
37.8 days
Over SLA
Field Work
0.6 days
Billing
1.3 days
Over SLA
Created: Sep 15, 2025 Due: Jan 30, 2026 Completed: Nov 15, 2025 (76 days early)
📅
43.0 days Total Age
⏱️
29.8d in Scheduled Longest Stage
🔄
9 transitions Status Changes
⚠️
34.1d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00527195
URGENT Philips WO Request
Closed
EPIQ 5 Ultrasound System - Installed Product 79661614 - US219C1358
Priority
Standard
Origin
Email
Reason
New Case
Contact
Dionne Boreland
Owner
Shelby Robinson
Created
Sep 15, 2025
Work Orders from this Case (1)
WO-01304355 (current) Invoiced
Preventive Maintenance • Nkosi Wilson
Created: Sep 15, 2025 • Closed: Nov 14, 2025
Completed with significant delays
Invoiced • 170 days old
🚨
Primary Delay 29.8 days stuck in "Scheduled"
⏱️
Total Delay 34.1 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.2d / 0.5d SLA
Ready for Release
6.8d
Scheduled
37.8d / 2.0d SLA
Tech On Site
0.6d / 1.0d SLA
Closed
1.0d / 1.0d SLA
07e-Partial Project
3.6d
Ready to Bill
1.3d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/04/2025 RArnold - Sent reminder email and reassigned to Nkosi

09/23/2025 RArnold- Called 646) 793-1961 for Dionne. She confirmed 11/14 @ 12 pm for Vivian. 


09/17/2025 RArnold- emailed Dionne Boreland to schedule Vivian for 11/14 @ 12 pm for 2 devices

🔧 Work Performed
EPIQ 5 Ultrasound System - Installed Product 79661614 - US219C1358
🔍 Technician Findings
EPIQ 5 Ultrasound System - Installed Product 79661614 - US219C1358
⚠️ Problem Description
EPIQ 5 Ultrasound System - Installed Product 79661614 - US219C1358
📞 Call Description
PM - Contract - BG Required PM

Timeline

📞
Case Linked Sep 15, 11:42 AM
Case Number: 00527195
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Sep 15, 12:01 PM
Work Order: WO-01304355
Type: Preventive Maintenance
Priority: PC
✅
Status: Ready for Release by Rebecca Arnold Sep 15, 1:17 PM
From: Entered
To: Ready for Release
Duration in Previous: 1h 16m
⚠️ 7.0 business days
👷
▶
3 Technician Assigned Sep 23, 1:27 PM
Technician Assigned → Dispatch Scheduled → Status: Scheduled
📅
Dispatch Scheduled by Rebecca Arnold
Scheduled For: 2025-11-14T17:00:00.000+0000
🗓️
Status: Scheduled by Rebecca Arnold
From: Ready for Release
To: Scheduled
Duration in Previous: 8d 0h
🚨 30.0 business days
🆕
▶
4 Status: Entered Nov 4, 9:42 AM
Status: Entered → Technician Assigned → Status: Scheduled → Dispatch Scheduled
👷
Technician Assigned by Rebecca Arnold
Technician: Nkosi Wilson
🗓️
Status: Scheduled by Rebecca Arnold
From: Entered
To: Scheduled
Duration in Previous: 1m
📅
Dispatch Scheduled by Rebecca Arnold
Scheduled For: 2025-11-14T17:00:00.000+0000
⚠️ 8.0 business days
🔧
Status: Tech On Site by Nkosi Wilson Nov 14, 2:11 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 10d 4h
⏱️
▶
2 2x Labor Added Nov 14, 9:49 PM
2x Labor Added → Status: Completed
✔️
Status: Completed by Nkosi Wilson
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 7h 38m, 0m
⏳ 1.3 business days
⏱️
Labor Added Nov 17, 1:57 PM
Type: Labor
Status: Open
Qty: 0.016666666666667
📋
Status: 07e-Partial Project by Timothy Amburgey Nov 17, 2:02 PM
From: Closed
To: 07e-Partial Project
Duration in Previous: 2d 16h
⏳ 4.0 business days
📄
Status: Ready to Bill by Timothy Amburgey Nov 20, 4:41 PM
From: 07e-Partial Project
To: Ready to Bill
Duration in Previous: 3d 2h
💰
Status: Invoiced by Josh Longway Nov 21, 4:01 AM
From: Ready to Bill
To: Invoiced
Duration in Previous: 11h 19m
⏳ 2.0 business days
🧾
Invoice Created Nov 24, 12:36 PM
Invoice Number: SM-247212

Bottlenecks

Scheduled
Duration: 29.8 business days (threshold: 2.0 business days)
Exceeded by 27.8 business days
Scheduled
Duration: 8.0 business days (threshold: 2.0 business days)
Exceeded by 6.0 business days
Ready to Bill
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.3 business hours

🔗 Related Artifacts

📞
Case 00527195
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
ERLA - PROD
Technician
Nkosi Wilson
Scheduled
Nov 14, 12:00 PM
Created
Sep 15, 12:01 PM
Invoice #
SM-247212

Work Details (3)

Name Type Status Qty Amount Date
WL-03008539 Labor Open 1 $275.00 Nov 14, 9:49 PM
WL-03008540 Labor Open 1 $0.00 Nov 14, 9:49 PM
WL-03010029 Labor Open 0.016666666666667 $38.00 Nov 17, 1:57 PM

Details