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WO-01304758 ↗ ServiceMax

PHILIPS HEALTHCARE • Repair • PC

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

Sep 16, 2025 → Sep 27, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Sep 30, 2025
✓ SLA Met (2 biz days early)
Active: 8 biz days
🕐 Clock stopped: Completed (Sep 27, 2025)
▶ Clock Running
Status: Created
Sep 16 → Sep 17, 2025
1 business day (counted)
Running total: 1 of ? biz days used
⏸ Clock Paused
Status: Ready for Release
Sep 17 → Sep 17, 2025
0 business days (not counted)
3d
▶ Clock Running
Status: Assigned
Sep 17 → Sep 22, 2025
3 business days (counted)
Running total: 4 of ? biz days used
▶ Clock Running
Status: Scheduled
Sep 22 → Sep 22, 2025
0 business days (counted)
Running total: 4 of ? biz days used
4d
▶ Clock Running
Status: Tech On Site
Sep 22 → Sep 27, 2025
4 business days (counted)
Running total: 8 of ? biz days used
Created: Sep 16, 2025 Completed: Sep 27, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Sep 16 → Sep 17 Created ▶ Running 1 1
Sep 17 → Sep 17 Ready for Release ⏸ Paused 0 —
Sep 17 → Sep 22 Assigned ▶ Running 3 4
Sep 22 → Sep 22 Scheduled ▶ Running 0 4
Sep 22 → Sep 27 Tech On Site ▶ Running 4 8
Dispatch 1.5d
Coordinators 4.2d
Field Work 4.9d
Billing 1.4d
✓ SLA Met
Dispatch
1.5 days
Over SLA
Coordinators
4.2 days
Over SLA
Field Work
4.9 days
Over SLA
Billing
1.4 days
Over SLA
Created: Sep 16, 2025 Due: Sep 30, 2025 Completed: Sep 28, 2025 (2 days early)
📅
8.5 days Total Age
⏱️
4.9d in Tech On Site Longest Stage
🔄
8 transitions Status Changes
⚠️
9.8d 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 #00527706
URGENT Philips WO Request
Closed
Priority
Standard
Origin
Email
Reason
New Case
Contact
EMSAR EMSAR
Owner
John Rolston
Created
Sep 16, 2025
Work Orders from this Case (4)
WO-01304758 (current) Invoiced
Repair • Nkosi Wilson
Created: Sep 16, 2025 • Closed: Sep 27, 2025
WO-01304763 Canceled
Repair
Created: Sep 16, 2025
WO-01304765 Canceled
Repair
Created: Sep 16, 2025
WO-01304767 Invoiced
Repair • Nkosi Wilson
Created: Sep 16, 2025 • Closed: Sep 27, 2025
Completed with minor delays
Invoiced • 169 days old
🚨
Primary Delay 4.9 days stuck in "Tech On Site"
⏱️
Total Delay 9.8 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
1.5d / 0.5d SLA
Assigned
4.0d / 0.5d SLA
Scheduled
0.2d / 2.0d SLA
Tech On Site
4.9d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.0d / 1.0d SLA
07e-Partial Project
3.0d
Ready to Bill
1.4d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
09/22/2025 EMartin dispatching to FSE onsite per request
🔧 Work Performed
Upon initial inspection of device, DUT failed AECM Verification Testm 09/16/2025. Informed Andy Ho of repair requirements and that FCO may not be implemented until repair is complete. Customer Request Philips ASP to perform repair
🔍 Technician Findings
Upon initial inspection of device, DUT failed AECM Verification Testm 09/16/2025. 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
Upon initial inspection of device, DUT failed AECM Verification Testm 09/16/2025. Informed Andy Ho of repair requirements and that FCO may not be implemented until repair is complete. Customer Request Philips ASP to perform repair
📄 Description
Philips Trilogy EV300 Hospital Ventilator (DS2200X11B / 989805661881)
📞 Call Description
Repair - Trade

Timeline

📞
Case Linked Sep 16, 3:22 PM
Case Number: 00527706
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Sep 16, 3:44 PM
Work Order: WO-01304758
Type: Repair
Priority: PC
✅
▶
2 Status: Ready for Release Sep 17, 10:18 AM
Status: Ready for Release → Technician Assigned
👷
Technician Assigned by Rich Fosbury
Technician: Nkosi Wilson
⏳ 4.0 business days
📅
▶
2 Dispatch Scheduled Sep 22, 11:44 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Erin Martin
From: Assigned
To: Scheduled
Duration in Previous: 5d 1h
🔧
Status: Tech On Site by Nkosi Wilson Sep 22, 1:07 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 1h 22m
⚠️ 5.0 business days
⏱️
2x Labor Added Sep 26, 10:20 PM
Type: Labor
Status: Open
Qty: 1, 1.5
✔️
Status: Completed by Nkosi Wilson Sep 27, 12:10 PM
From: Tech On Site
To: Completed
Duration in Previous: 4d 23h
🏁
Status: Closed by Nkosi Wilson Sep 27, 9:00 PM
From: Completed
To: Closed
Duration in Previous: 8h 50m
⏳ 2.0 business days
⏱️
Labor Added Sep 30, 11:32 AM
Type: Labor
Status: Open
Qty: 0.016666666666667
📋
Status: 07e-Partial Project by Timothy Amburgey Sep 30, 12:23 PM
From: Closed
To: 07e-Partial Project
Duration in Previous: 2d 15h
⏳ 3.0 business days
📄
Status: Ready to Bill by Timothy Amburgey Oct 2, 4:26 PM
From: 07e-Partial Project
To: Ready to Bill
Duration in Previous: 2d 4h
💰
Status: Invoiced by Josh Longway Oct 3, 4:01 AM
From: Ready to Bill
To: Invoiced
Duration in Previous: 11h 34m
⏳ 2.0 business days
🧾
Invoice Created Oct 6, 2:22 PM
Invoice Number: SM-242799

Bottlenecks

Entered
Duration: 1.5 business days (threshold: 4.0 business hours)
Exceeded by 1.0 business days
Assigned
Duration: 4.0 business days (threshold: 4.0 business hours)
Exceeded by 3.5 business days
Tech On Site
Duration: 4.9 business days (threshold: 1.0 business days)
Exceeded by 3.9 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 3.6 business hours

🔗 Related Artifacts

📞
Case 00527706
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Repair
Branch
ERLA - PROD
Technician
Nkosi Wilson
Scheduled
Sep 22, 8:00 AM
Created
Sep 16, 3:44 PM
Invoice #
SM-242799

Work Details (3)

Name Type Status Qty Amount Date
WL-02951682 Labor Open 1 $155.00 Sep 26, 10:20 PM
WL-02951683 Labor Open 1.5 $142.50 Sep 26, 10:20 PM
WL-02954283 Labor Open 0.016666666666667 $38.00 Sep 30, 11:32 AM

Details