Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01305391 ↗ ServiceMax

PHILIPS HEALTHCARE • Repair • PC

📍 UNC Lenoir Health Care, Kinston, NC — 100 Airport Rd, Kinston NC, 28501

Sep 19, 2025 → Oct 15, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Oct 3, 2025
✗ SLA Missed (6 biz days late)
Active: 16 biz days
Paused: 1 biz days
🕐 Clock stopped: Completed (Oct 15, 2025)
▶ Clock Running
Status: Created
Sep 19 → Sep 19, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸1d
⏸ Clock Paused
Status: Ready for Release
Sep 19 → Sep 22, 2025
1 business day (not counted)
5d
▶ Clock Running
Status: Assigned
Sep 22 → Sep 29, 2025
5 business days (counted)
Running total: 5 of ? biz days used
10d
▶ Clock Running
Status: Scheduled
Sep 29 → Oct 14, 2025
10 business days (counted)
Running total: 15 of ? biz days used
▶ Clock Running
Status: Tech On Site
Oct 14 → Oct 15, 2025
1 business day (counted)
Running total: 16 of ? biz days used
Created: Sep 19, 2025 Completed: Oct 15, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Sep 19 → Sep 19 Created ▶ Running 0 0
Sep 19 → Sep 22 Ready for Release ⏸ Paused 1 —
Sep 22 → Sep 29 Assigned ▶ Running 5 5
Sep 29 → Oct 14 Scheduled ▶ Running 10 15
Oct 14 → Oct 15 Tech On Site ▶ Running 1 16
Dispatch 0.2d
Holding 1.4d (excluded)
Coordinators 16.3d
Field Work 1.9d
Billing 1.4d
✗ SLA Missed
Dispatch
0.2 days
Holding (excluded from total)
1.4 days
Coordinators
16.3 days
Over SLA
Field Work
1.9 days
Over SLA
Billing
1.4 days
Over SLA
Created: Sep 19, 2025 Due: Oct 3, 2025 Completed: Oct 15, 2025 (11 days late)
📅
17.6 days Total Age
⏱️
10.6d in Scheduled Longest Stage
🔄
9 transitions Status Changes
⚠️
15.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
4 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00528962
URGENT Philips WO Request
Closed
Taqiyy Coley Post FCO implementation, Device failed during SYSTEM SETUP TEST, Active Exhalation Verification, Pilot: Reading 29.88 cmH2O LSL 25.50 USL 28.50 FAIL.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Caleb Duranceau
Owner
Shelby Robinson
Created
Sep 19, 2025
Work Orders from this Case (1)
WO-01305391 (current) Invoiced
Repair • Patricia Gordon
Created: Sep 19, 2025 • Closed: Oct 15, 2025
Completed with significant delays
Invoiced • 166 days old
🚨
Primary Delay 10.6 days stuck in "Scheduled"
⏱️
Total Delay 15.0 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
1.4d
Assigned
5.6d / 0.5d SLA
Scheduled
10.6d / 2.0d SLA
Tech On Site
1.8d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
0.2d / 1.0d SLA
07e-Partial Project
2.0d
Ready to Bill
1.4d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10/13/2025 EMartin 10132025_BOUPDATE_

10/06/2025 EMartin 10062025_BOUPDATE_

09/29/2025 EMartin sent email to caleb.duranceau@trimedx.com advising FSE onsite 10/14/2025 to complete repair and remaining devices

09/22/2025 EMartin FSE sent email to quotes to get sent to Caleb Fady added Caleb to the thread for visibility

09/19/2025 EMartin FSE onsite will work with POC to get quotes and hard copy PO

🔧 Work Performed
Travel to site, get to Biomed, setup equipment. Performed Diagnostics, reloaded software, ran blower calibration, ran full Final Tests successfully.
🔍 Technician Findings
Repair required. Device had failed, blower would not start.
⚠️ Problem Description
Taqiyy Coley Post FCO implementation, Device failed during SYSTEM SETUP TEST, Active Exhalation Verification, Pilot: Reading 29.88 cmH2O LSL 25.50 USL 28.50 FAIL.
📄 Description
Philips Trilogy EV300 Hospital Ventilator (DS2200X11B / 989805661881)
📞 Call Description
Repair - Trade

Timeline

📞
Case Linked Sep 19, 1:57 PM
Case Number: 00528962
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Sep 19, 3:00 PM
Work Order: WO-01305391
Type: Repair
Priority: PC
✅
Status: Ready for Release by Erin Martin Sep 19, 4:44 PM
From: Entered
To: Ready for Release
Duration in Previous: 1h 44m
⏳ 1.9 business days
👷
▶
2 Technician Assigned Sep 22, 2:49 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Erin Martin
From: Ready for Release
To: Assigned
Duration in Previous: 2d 22h
⚠️ 6.0 business days
🗓️
▶
2 Status: Scheduled Sep 29, 2:54 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Erin Martin
Scheduled For: 2025-10-14T12:00:00.000+0000
🚨 11.0 business days
🔧
Status: Tech On Site by Patricia Gordon Oct 14, 1:20 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 14d 22h
⏱️
▶
2 3x Labor Added Oct 15, 9:01 AM
3x Labor Added → Status: Completed
✔️
Status: Completed by Patricia Gordon
From: Tech On Site
To: Completed
Duration in Previous: 19h 42m
🏁
Status: Closed by Patricia Gordon Oct 15, 9:24 AM
From: Completed
To: Closed
Duration in Previous: 21m
⏱️
Labor Added Oct 15, 10:34 AM
Type: Labor
Status: Open
Qty: 0.016666666666667
📋
Status: 07e-Partial Project by Timothy Amburgey Oct 15, 10:45 AM
From: Closed
To: 07e-Partial Project
Duration in Previous: 1h 21m
⏳ 2.0 business days
📄
Status: Ready to Bill by Timothy Amburgey Oct 16, 5:09 PM
From: 07e-Partial Project
To: Ready to Bill
Duration in Previous: 1d 6h
💰
Status: Invoiced by Josh Longway Oct 17, 4:02 AM
From: Ready to Bill
To: Invoiced
Duration in Previous: 10h 52m
⏳ 1.1 business days
🧾
Invoice Created Oct 20, 12:40 AM
Invoice Number: SM-243927

Bottlenecks

Assigned
Duration: 5.6 business days (threshold: 4.0 business hours)
Exceeded by 5.1 business days
Scheduled
Duration: 10.6 business days (threshold: 2.0 business days)
Exceeded by 8.6 business days
Tech On Site
Duration: 1.8 business days (threshold: 1.0 business days)
Exceeded by 6.7 business hours
Ready to Bill
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 2.8 business hours

🔗 Related Artifacts

📞
Case 00528962
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Repair
Branch
ERLA - PROD
Technician
Patricia Gordon
Scheduled
Oct 14, 8:00 AM
Created
Sep 19, 3:00 PM
Invoice #
SM-243927

Work Details (4)

Name Type Status Qty Amount Date
WL-02971119 Labor Open 1 $155.00 Oct 15, 9:01 AM
WL-02971120 Labor Open 3 $285.00 Oct 15, 9:01 AM
WL-02971121 Travel Open 6 $0.00 Oct 15, 9:01 AM
WL-02971230 Labor Open 0.016666666666667 $38.00 Oct 15, 10:34 AM

Details