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WO-01305486 ↗ ServiceMax

PHILIPS HEALTHCARE • Repair • PC

📍 Healthalliance Hospital — 105 Marys Ave, Kingston NY, 12401

Sep 22, 2025 → Oct 28, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Oct 6, 2025
✗ SLA Missed (16 biz days late)
Active: 26 biz days
🕐 Clock stopped: Completed (Oct 29, 2025)
▶ Clock Running
Status: Created
Sep 22 → Sep 22, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸ Clock Paused
Status: Ready for Release
Sep 22 → Sep 22, 2025
0 business days (not counted)
17d
▶ Clock Running
Status: Assigned
Sep 22 → Oct 16, 2025
17 business days (counted)
Running total: 17 of ? biz days used
6d
▶ Clock Running
Status: Scheduled
Oct 16 → Oct 24, 2025
6 business days (counted)
Running total: 23 of ? biz days used
▶ Clock Running
Status: Entered
Oct 24 → Oct 24, 2025
0 business days (counted)
Running total: 23 of ? biz days used
3d
▶ Clock Running
Status: Scheduled
Oct 24 → Oct 29, 2025
3 business days (counted)
Running total: 26 of ? biz days used
Created: Sep 22, 2025 Completed: Oct 29, 2025
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Sep 22 → Sep 22 Created ▶ Running 0 0
Sep 22 → Sep 22 Ready for Release ⏸ Paused 0 —
Sep 22 → Oct 16 Assigned ▶ Running 17 17
Oct 16 → Oct 24 Scheduled ▶ Running 6 23
Oct 24 → Oct 24 Entered ▶ Running 0 23
Oct 24 → Oct 29 Scheduled ▶ Running 3 26
Dispatch 0.1d
Coordinators 27.5d
Field Work 0.0d
Billing 1.5d
✗ SLA Missed
Dispatch
0.1 days
Coordinators
27.5 days
Over SLA
Field Work
0.0 days
Billing
1.5 days
Over SLA
Created: Sep 22, 2025 Due: Oct 6, 2025 Completed: Oct 29, 2025 (22 days late)
📅
26.0 days Total Age
⏱️
18.0d in Assigned Longest Stage
🔄
8 transitions Status Changes
⚠️
23.5d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00529215
URGENT Philips WO Request
Closed
FSE Fady Khouzam - Upon initial inspection of the device, A pre‑existing fault was detected: the device failed the Active Exhalation Verification in the System Setup Test. This must be resolved before proceeding with FCO86600081 implementation.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Kevin Blom
Owner
Shelby Robinson
Created
Sep 22, 2025
Work Orders from this Case (2)
WO-01305486 (current) Invoiced
Repair • Alberto Galan
Created: Sep 22, 2025 • Closed: Oct 28, 2025
WO-01305488 Invoiced
Repair • Fady Khouzam
Created: Sep 22, 2025 • Closed: Oct 24, 2025
Completed with significant delays
Invoiced • 163 days old
🚨
Primary Delay 18.0 days stuck in "Assigned"
⏱️
Total Delay 23.5 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.1d / 0.5d SLA
Assigned
18.0d / 0.5d SLA
Scheduled
9.5d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA
07e-Partial Project
2.0d
Ready to Bill
1.5d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10/24/2025 RArnold - Dispatching to Alberto for 10/28 per Fady M

10/16/2025 Cever will dispatch to FSE devices available FSE onsite now

09/22/2025 RArnold- WO for Device that failed FCO81. Fady K is working with customer on PO. PWO pending entitlement.

🔧 Work Performed
Incident: Repair
🔍 Technician Findings
N/A
⚠️ Problem Description
FSE Fady Khouzam - Upon initial inspection of the device, A pre‑existing fault was detected: the device failed the Active Exhalation Verification in the System Setup Test. This must be resolved before proceeding with FCO86600081 implementation.
📄 Description
Philips Trilogy EV300 Hospital Ventilator (DS2200X11B / 989805661881)
📞 Call Description
Repair - Trade

Timeline

📞
Case Linked Sep 22, 8:40 AM
Case Number: 00529215
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Sep 22, 9:06 AM
Work Order: WO-01305486
Type: Repair
Priority: PC
✅
▶
2 Status: Ready for Release Sep 22, 10:09 AM
Status: Ready for Release → Technician Assigned
👷
Technician Assigned by Rebecca Arnold
Technician: Fady Khouzam
🚨 18.0 business days
🗓️
▶
2 Status: Scheduled Oct 16, 2:52 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Cristina Everetts
Scheduled For: 2025-10-16T12:00:00.000+0000
⚠️ 7.0 business days
👷
▶
3 Technician Assigned Oct 24, 1:34 PM
Technician Assigned → Status: Entered → Dispatch Scheduled
🆕
Status: Entered by Rebecca Arnold
From: Scheduled, Entered
To: Entered, Scheduled
Duration in Previous: 7d 22h, 0m
📅
Dispatch Scheduled by Rebecca Arnold
Scheduled For: 2025-10-28T12:00:00.000+0000
⏳ 3.0 business days
⏱️
▶
2 2x Labor Added Oct 28, 8:09 PM
2x Labor Added → Status: Completed
✔️
Status: Completed by Alberto Galan
From: Scheduled
To: Completed
Duration in Previous: 4d 6h
🏁
Status: Closed by Alberto Galan Oct 28, 8:16 PM
From: Completed
To: Closed
Duration in Previous: 5m
⏱️
▶
2 Labor Added Oct 29, 9:01 AM
Labor Added → Status: 07e-Partial Project
📋
Status: 07e-Partial Project by Timothy Amburgey
From: Closed
To: 07e-Partial Project
Duration in Previous: 12h 47m
⏳ 2.0 business days
📄
Status: Ready to Bill by Timothy Amburgey Oct 30, 3:45 PM
From: 07e-Partial Project
To: Ready to Bill
Duration in Previous: 1d 6h
💰
Status: Invoiced by Josh Longway Oct 31, 4:00 AM
From: Ready to Bill
To: Invoiced
Duration in Previous: 12h 15m
🚨 33.0 business days
🧾
Invoice Created Dec 20, 9:50 AM
Invoice Number: SM-245236

Bottlenecks

Assigned
Duration: 18.0 business days (threshold: 4.0 business hours)
Exceeded by 17.5 business days
Scheduled
Duration: 6.6 business days (threshold: 2.0 business days)
Exceeded by 4.6 business days
Scheduled
Duration: 2.8 business days (threshold: 2.0 business days)
Exceeded by 6.6 business hours
Ready to Bill
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 4.2 business hours

🔗 Related Artifacts

📞
Case 00529215
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Repair
Branch
ERLA - PROD
Technician
Alberto Galan
Scheduled
Oct 28, 8:00 AM
Created
Sep 22, 9:06 AM
Invoice #
SM-245236

Work Details (3)

Name Type Status Qty Amount Date
WL-02987306 Labor Open 3 $285.00 Oct 28, 8:09 PM
WL-02987307 Labor Open 1 $155.00 Oct 28, 8:09 PM
WL-02987579 Labor Open 0.016666666666667 $38.00 Oct 29, 9:01 AM

Details