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WO-01304431 ↗ ServiceMax

PHILIPS HEALTHCARE • Repair • PC

📍 Virtua-Wjhs Support Serv Center — 20 W Stow Rd Ste 3, Marlton NJ, 08053

Sep 15, 2025 → Sep 21, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Sep 29, 2025
✓ SLA Met (6 biz days early)
Active: 4 biz days
🕐 Clock stopped: Completed (Sep 21, 2025)
1d
▶ Clock Running
Status: Created
Sep 15 → Sep 16, 2025
1 business day (counted)
Running total: 1 of ? biz days used
⏸ Clock Paused
Status: Ready for Release
Sep 16 → Sep 16, 2025
0 business days (not counted)
2d
▶ Clock Running
Status: Assigned
Sep 16 → Sep 18, 2025
2 business days (counted)
Running total: 3 of ? biz days used
1d
▶ Clock Running
Status: Scheduled
Sep 18 → Sep 19, 2025
1 business day (counted)
Running total: 4 of ? biz days used
0d
▶ Clock Running
Status: Tech On Site
Sep 19 → Sep 21, 2025
0 business days (counted)
Running total: 4 of ? biz days used
Created: Sep 15, 2025 Completed: Sep 21, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Sep 15 → Sep 16 Created ▶ Running 1 1
Sep 16 → Sep 16 Ready for Release ⏸ Paused 0 —
Sep 16 → Sep 18 Assigned ▶ Running 2 3
Sep 18 → Sep 19 Scheduled ▶ Running 1 4
Sep 19 → Sep 21 Tech On Site ▶ Running 0 4
Dispatch 1.7d
Holding 0.0d (excluded)
Coordinators 4.9d
Field Work 0.9d
Billing 1.4d
✓ SLA Met
Dispatch
1.7 days
Over SLA
Holding (excluded from total)
0.0 days
Coordinators
4.9 days
Over SLA
Field Work
0.9 days
Billing
1.4 days
Over SLA
Created: Sep 15, 2025 Due: Sep 29, 2025 Completed: Sep 21, 2025 (8 days early)
📅
4.7 days Total Age
⏱️
4.0d in 07e-Partial Project Longest Stage
🔄
8 transitions Status Changes
⚠️
4.1d 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 #00527282
URGENT Philips WO Request
Closed
Nkosi Wilson - Upon initial inspection of device, DUT failed AECM Verification Testm 09/15/2025. Informed Andy Ho of repair requirements and that FCO may not be implemented until repair is complete. Customer Request Philips ASP to perform repair.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Andy Ho
Owner
Shelby Robinson
Created
Sep 15, 2025
Work Orders from this Case (4)
WO-01304426 Invoiced
Repair • Nkosi Wilson
Created: Sep 15, 2025 • Closed: Sep 21, 2025
WO-01304427 Invoiced
Repair • Nkosi Wilson
Created: Sep 15, 2025 • Closed: Sep 21, 2025
WO-01304429 Invoiced
Repair • Nkosi Wilson
Created: Sep 15, 2025 • Closed: Sep 21, 2025
WO-01304431 (current) Invoiced
Repair • Nkosi Wilson
Created: Sep 15, 2025 • Closed: Sep 21, 2025
Completed with minor delays
Invoiced • 170 days old
🚨
Primary Delay 4.0 days stuck in "07e-Partial Project"
⏱️
Total Delay 4.1 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
1.7d / 0.5d SLA
Ready for Release
0.0d
Assigned
2.9d / 0.5d SLA
Scheduled
2.0d / 2.0d SLA
Tech On Site
0.9d / 1.0d SLA
Closed
1.0d / 1.0d SLA
07e-Partial Project
4.0d
Ready to Bill
1.4d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
09/17/2025 EMartin dispatching to FSE onsite per request

09/16/2025 RFosbury - Device failed FCO81. PWO pending entitlement. Assigning to FSE to receive PO.

🔧 Work Performed
Nkosi Wilson - Upon initial inspection of device, DUT failed AECM Verification Testm 09/15/2025. Informed Andy Ho of repair requirements and that FCO may not be implemented until repair is complete. Customer Request Philips ASP to perform repair. (DO NOT ORDER PARTS). Valve, proportional (AECM) 453561539901 Qty. 1 Valve, three-way solenoid 453561539911 Qty. 1
🔍 Technician Findings
Nkosi Wilson - Upon initial inspection of device, DUT failed AECM Verification Testm 09/15/2025. Informed Andy Ho of repair requirements and that FCO may not be implemented until repair is complete. Customer Request Philips ASP to perform repair.
⚠️ Problem Description
Nkosi Wilson - Upon initial inspection of device, DUT failed AECM Verification Testm 09/15/2025. Informed Andy Ho of repair requirements and that FCO may not be implemented until repair is complete. Customer Request Philips ASP to perform repair. (DO NOT ORDER PARTS). Valve, proportional (AECM) 453561539901 Qty. 1 Valve, three-way solenoid 453561539911 Qty. 1(DO NOT ORDER PARTS). Valve, proportional (AECM) 453561539901 Qty. 1 Valve, three-way solenoid 453561539911 Qty. 1
📄 Description
Philips Trilogy EV300 Hospital Ventilator (DS2200X11B / 989805661881)
📞 Call Description
Repair - Trade

Timeline

📞
Case Linked Sep 15, 2:05 PM
Case Number: 00527282
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Sep 15, 2:28 PM
Work Order: WO-01304431
Type: Repair
Priority: PC
✅
Status: Ready for Release by Rich Fosbury Sep 16, 12:25 PM
From: Entered
To: Ready for Release
Duration in Previous: 21h 56m
👷
▶
2 Technician Assigned Sep 16, 12:34 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Rich Fosbury
From: Ready for Release
To: Assigned
Duration in Previous: 9m
⏳ 3.0 business days
🗓️
▶
2 Status: Scheduled Sep 18, 10:20 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Erin Martin
Scheduled For: 2025-09-18T12:00:00.000+0000
⏳ 2.0 business days
🔧
Status: Tech On Site by Nkosi Wilson Sep 19, 1:06 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 2h
⏱️
2x Labor Added Sep 20, 2:34 AM
Type: Labor
Status: Open
Qty: 1, 1.5
⏳ 0.0 business days
✔️
Status: Completed by Nkosi Wilson Sep 21, 5:11 PM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 2d 4h, 0m
⏱️
Labor Added Sep 22, 11:11 AM
Type: Labor
Status: Open
Qty: 0.016666666666667
📋
Status: 07e-Partial Project by Timothy Amburgey Sep 22, 11:34 AM
From: Closed
To: 07e-Partial Project
Duration in Previous: 18h 21m
⏳ 4.0 business days
📄
Status: Ready to Bill by Timothy Amburgey Sep 25, 4:30 PM
From: 07e-Partial Project
To: Ready to Bill
Duration in Previous: 3d 4h
💰
Status: Invoiced by Josh Longway Sep 26, 4:01 AM
From: Ready to Bill
To: Invoiced
Duration in Previous: 11h 30m
⚠️ 6.0 business days
🧾
Invoice Created Oct 4, 9:25 AM
Invoice Number: SM-242142

Bottlenecks

Entered
Duration: 1.7 business days (threshold: 4.0 business hours)
Exceeded by 1.2 business days
Assigned
Duration: 2.9 business days (threshold: 4.0 business hours)
Exceeded by 2.4 business days
Ready to Bill
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.5 business hours

🔗 Related Artifacts

📞
Case 00527282
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Repair
Branch
ERLA - PROD
Technician
Nkosi Wilson
Scheduled
Sep 18, 8:00 AM
Created
Sep 15, 2:28 PM
Invoice #
SM-242142

Work Details (3)

Name Type Status Qty Amount Date
WL-02943464 Labor Open 1 $155.00 Sep 20, 2:34 AM
WL-02943465 Labor Open 1.5 $142.50 Sep 20, 2:34 AM
WL-02944454 Labor Open 0.016666666666667 $38.00 Sep 22, 11:11 AM

Details