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WO-01306083 ↗ ServiceMax

PHILIPS HEALTHCARE • Installation • PC

📍 Sentara Hospitals dba SentaraNorfolk General Hospital — 600 Gresham Dr, Norfolk VA, 23507

Sep 24, 2025 → Sep 27, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Sep 27, 2025
✓ SLA Met
Active: 2 biz days
🕐 Clock stopped: Completed (Sep 27, 2025)
▶ Clock Running
Status: Created
Sep 24 → Sep 24, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Scheduled
Sep 24 → Sep 24, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Entered
Sep 24 → Sep 24, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Sep 24 → Sep 24, 2025
0 business days (counted)
Running total: 0 of ? biz days used
1d
▶ Clock Running
Status: Scheduled
Sep 24 → Sep 25, 2025
1 business day (counted)
Running total: 1 of ? biz days used
1d
▶ Clock Running
Status: Tech On Site
Sep 25 → Sep 27, 2025
1 business day (counted)
Running total: 2 of ? biz days used
Created: Sep 24, 2025 Completed: Sep 27, 2025
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Sep 24 → Sep 24 Created ▶ Running 0 0
Sep 24 → Sep 24 Scheduled ▶ Running 0 0
Sep 24 → Sep 24 Entered ▶ Running 0 0
Sep 24 → Sep 24 Assigned ▶ Running 0 0
Sep 24 → Sep 25 Scheduled ▶ Running 1 1
Sep 25 → Sep 27 Tech On Site ▶ Running 1 2
Dispatch 0.0d
Coordinators 1.5d
Field Work 1.7d
Billing 1.3d
✓ SLA Met
Dispatch
0.0 days
Coordinators
1.5 days
Field Work
1.7 days
Over SLA
Billing
1.3 days
Over SLA
Created: Sep 24, 2025 Due: Sep 27, 2025 Completed: Sep 27, 2025 (on time)
📅
2.5 days Total Age
⏱️
25.0d in Closed Longest Stage
🔄
7 transitions Status Changes
⚠️
25.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
13 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
👤 Self-scheduled by Nkosi Wilson — scheduling delays attributed to technician, not coordinators
Visit 1 Sep 24, 2025
Visit 2 Sep 25, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00530186
URGENT Philips WO Request
Closed
Priority
Standard
Origin
Email
Reason
New Case
Contact
EMSAR EMSAR
Owner
John Rolston
Created
Sep 24, 2025
Work Orders from this Case (1)
WO-01306083 (current) Invoiced
Installation • Nkosi Wilson
Created: Sep 24, 2025 • Closed: Sep 27, 2025
Completed with significant delays
Invoiced • 161 days old
🚨
Primary Delay 25.0 days stuck in "Closed"
⏱️
Total Delay 25.0 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.0d / 0.5d SLA
Scheduled
1.5d / 2.0d SLA
Tech On Site
1.7d / 1.0d SLA
Closed
25.0d / 1.0d SLA
07e-Partial Project
3.5d
Ready to Bill
1.3d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

09/24/2025 MNewman - dispatching to Nkosi to complete installs

🔧 Work Performed
Pilot program for resources to assemble 32 Cardiac Workstations(CWs) Dan Gillis 603-440-3374, is the main point of contact to instruct these resources, and align with the customer. Are they able to be on site to start building on Monday the 22nd? If they are available, they can also work next week starting 9/16. Our clinical resources will be onsite 9/23 to start configuring and training the customer. Please reach out if you would like to discuss. Sentara Princess Anne Hospital 6600720125 10 2025 Glenn Mitchell Dr, Virginia Beach, VA 23456 SMG Cardiology Specialists SPAH (2075 suite 400) 6600720132 2 2075 Glenn Mitchell DriveSuite 400 Virginia Beach, VA 23456 Sentara Virginia Beach General Hospital 6600720502 8 1060 First Colonial Rd, Virginia Beach, VA 23454 Sentara Norfolk General Hospital 6600720135 12 600 Gresham Dr, Norfolk, VA 23507
🔍 Technician Findings
Pilot program for resources to assemble 32 Cardiac Workstations(CWs) Dan Gillis 603-440-3374, is the main point of contact to instruct these resources, and align with the customer. Are they able to be on site to start building on Monday the 22nd? If they are available, they can also work next week starting 9/16. Our clinical resources will be onsite 9/23 to start configuring and training the customer. Please reach out if you would like to discuss. Sentara Princess Anne Hospital 6600720125 10 2025 Glenn Mitchell Dr, Virginia Beach, VA 23456 SMG Cardiology Specialists SPAH (2075 suite 400) 6600720132 2 2075 Glenn Mitchell DriveSuite 400 Virginia Beach, VA 23456 Sentara Virginia Beach General Hospital 6600720502 8 1060 First Colonial Rd, Virginia Beach, VA 23454 Sentara Norfolk General Hospital 6600720135 12 600 Gresham Dr, Norfolk, VA 23507
⚠️ Problem Description
Pilot program for resources to assemble 32 Cardiac Workstations(CWs) Dan Gillis 603-440-3374, is the main point of contact to instruct these resources, and align with the customer. Are they able to be on site to start building on Monday the 22nd? If they are available, they can also work next week starting 9/16. Our clinical resources will be onsite 9/23 to start configuring and training the customer. Please reach out if you would like to discuss. Sentara Princess Anne Hospital 6600720125 10 2025 Glenn Mitchell Dr, Virginia Beach, VA 23456 SMG Cardiology Specialists SPAH (2075 suite 400) 6600720132 2 2075 Glenn Mitchell DriveSuite 400 Virginia Beach, VA 23456 Sentara Virginia Beach General Hospital 6600720502 8 1060 First Colonial Rd, Virginia Beach, VA 23454 Sentara Norfolk General Hospital 6600720135 12 600 Gresham Dr, Norfolk, VA 23507
📄 Description
Philips Installation (EBS Group)
📞 Call Description
AMD Installation 2025

Timeline

📞
Case Linked Sep 24, 3:58 PM
Case Number: 00530186
Subject: URGENT Philips WO Request
Status: Closed
📋
▶
2 Work Order Created Sep 24, 4:06 PM
Work Order Created → Status: Scheduled
🗓️
Status: Scheduled by John Rolston
From: Entered, Scheduled
To: Scheduled, Entered
Duration in Previous: 0m
👷
▶
3 Technician Assigned Sep 24, 4:21 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Mandy Newman
From: Entered, Assigned
To: Assigned, Scheduled
Duration in Previous: 14m, 0m
📅
Dispatch Scheduled by Mandy Newman
Scheduled For: 2025-09-25T11:00:00.000+0000
💵
2x Expenses Added Sep 24, 4:33 PM
Type: Expenses
Status: Open
Qty: 1
🔧
Status: Tech On Site by Nkosi Wilson Sep 25, 2:44 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 22h 22m
⏳ 2.0 business days
⏱️
9x Labor Added Sep 27, 2:15 AM
Type: Labor, Expenses, Travel
Status: Open
Qty: 6.5, 7.5, 1, 352
💵
▶
2 Expenses Added Sep 27, 12:06 PM
Expenses Added → Status: Completed
✔️
Status: Completed by Nkosi Wilson
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 1d 21h, 0m
🚨 25.0 business days
⏱️
▶
2 Labor Added Nov 3, 2:34 PM
Labor Added → Status: 07e-Partial Project
📋
Status: 07e-Partial Project by Timothy Amburgey
From: Closed
To: 07e-Partial Project
Duration in Previous: 37d 3h
⏳ 4.0 business days
📄
Status: Ready to Bill by Timothy Amburgey Nov 6, 4:14 PM
From: 07e-Partial Project
To: Ready to Bill
Duration in Previous: 3d 1h
📨
Status: Invoice Pending by Timothy Amburgey Nov 7, 1:09 PM
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 20h 55m, 0m
⏳ 3.0 business days
🧾
Invoice Created Nov 12, 8:35 PM
Invoice Number: SM-246022

Bottlenecks

Tech On Site
Duration: 1.7 business days (threshold: 1.0 business days)
Exceeded by 5.3 business hours
Closed
Duration: 25.0 business days (threshold: 1.0 business days)
Exceeded by 24.0 business days
Ready to Bill
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.8 business hours

🔗 Related Artifacts

📞
Case 00530186
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Installation
Branch
ERLA - PROD
Technician
Nkosi Wilson
Scheduled
Sep 25, 7:00 AM
Created
Sep 24, 4:06 PM
Invoice #
SM-246022

Work Details (13)

Name Type Status Qty Amount Date
WL-02947865 Expenses Open 1 $0.00 Sep 24, 4:33 PM
WL-02947866 Expenses Open 1 $0.00 Sep 24, 4:33 PM
WL-02951912 Labor Open 6.5 $0.00 Sep 27, 2:15 AM
WL-02951913 Labor Open 7.5 $1,890.00 Sep 27, 2:15 AM
WL-02951914 Labor Open 6.5 $1,860.00 Sep 27, 2:15 AM
WL-02951915 Expenses Open 1 $0.00 Sep 27, 2:15 AM
WL-02951916 Expenses Open 1 $0.00 Sep 27, 2:15 AM
WL-02951917 Expenses Open 1 $0.00 Sep 27, 2:15 AM
WL-02951918 Expenses Open 1 $0.00 Sep 27, 2:15 AM
WL-02951919 Travel Open 352 $0.00 Sep 27, 2:15 AM
WL-02951920 Travel Open 352 $0.00 Sep 27, 2:15 AM
WL-02952018 Expenses Open 1 $0.00 Sep 27, 12:06 PM
WL-02994147 Labor Open 0.016666666666667 $456.00 Nov 3, 2:34 PM

Details