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WO-01307499 ↗ ServiceMax

PHILIPS HEALTHCARE • Preventive Maintenance • PC

📍 Grady Memorial Hospital — 80 Jesse Hill Jr Dr SE, Atlanta GA, 30303

Oct 2, 2025 → Nov 7, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Oct 16, 2025
✗ SLA Missed (16 biz days late)
Active: 25 biz days
🕐 Clock stopped: Completed (Nov 8, 2025)
▶ Clock Running
Status: Created
Oct 2 → Oct 2, 2025
0 business days (counted)
Running total: 0 of ? biz days used
17d
▶ Clock Running
Status: Scheduled
Oct 2 → Oct 28, 2025
17 business days (counted)
Running total: 17 of ? biz days used
8d
▶ Clock Running
Status: Assigned
Oct 28 → Nov 7, 2025
8 business days (counted)
Running total: 25 of ? biz days used
▶ Clock Running
Status: Scheduled
Nov 7 → Nov 7, 2025
0 business days (counted)
Running total: 25 of ? biz days used
▶ Clock Running
Status: Tech On Site
Nov 7 → Nov 8, 2025
0 business days (counted)
Running total: 25 of ? biz days used
Created: Oct 2, 2025 Completed: Nov 8, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Oct 2 → Oct 2 Created ▶ Running 0 0
Oct 2 → Oct 28 Scheduled ▶ Running 17 17
Oct 28 → Nov 7 Assigned ▶ Running 8 25
Nov 7 → Nov 7 Scheduled ▶ Running 0 25
Nov 7 → Nov 8 Tech On Site ▶ Running 0 25
Dispatch 0.3d
Coordinators 26.7d
Field Work 0.2d
Billing 1.3d
✗ SLA Missed
Dispatch
0.3 days
Coordinators
26.7 days
Over SLA
Field Work
0.2 days
Billing
1.3 days
Over SLA
Created: Oct 2, 2025 Due: Oct 16, 2025 Completed: Nov 8, 2025 (22 days late)
📅
25.7 days Total Age
⏱️
17.5d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
24.3d 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 #00532519
URGENT Philips WO Request
Closed
Preventative Maintenance
Priority
High
Origin
Email
Reason
New Case
Contact
Clement Tabe
Owner
Shelby Robinson
Created
Oct 2, 2025
Work Orders from this Case (1)
WO-01307499 (current) Invoiced
Preventive Maintenance • Nkosi Wilson
Created: Oct 2, 2025 • Closed: Nov 7, 2025
Completed with significant delays
Invoiced • 153 days old
🚨
Primary Delay 17.5 days stuck in "Scheduled"
⏱️
Total Delay 24.3 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.3d / 0.5d SLA
Scheduled
17.7d / 2.0d SLA
Assigned
9.0d / 0.5d SLA
Tech On Site
0.2d / 1.0d SLA
Closed
1.0d / 1.0d SLA
07e-Partial Project
3.0d
Ready to Bill
1.3d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10/28/2025 EMartin rcvd email from Clement "This is device is within the hospital . but cannot be located. I will inform you when found . can you send me a report to close it at this time " Fady replied asking to cancel service at this time until device can be located 

10/13/2025 EMartin updating scheduled date to when FSE will be onsite next to complete repairs 10/02/2025 EMartin dispatching to FSE onsite per request

🔧 Work Performed
Preventative Maintenance
🔍 Technician Findings
Preventative Maintenance
⚠️ Problem Description
Preventative Maintenance
📄 Description
V60 Ventilator
📞 Call Description
PM - Trade - Customer Value PM

Timeline

📞
Case Linked Oct 2, 1:57 PM
Case Number: 00532519
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Oct 2, 2:15 PM
Work Order: WO-01307499
Type: Preventive Maintenance
Priority: PC
🗓️
▶
3 Status: Scheduled Oct 2, 4:15 PM
Status: Scheduled → Dispatch Scheduled → Technician Assigned
📅
Dispatch Scheduled by Erin Martin
Scheduled For: 2025-10-03T16:00:00.000+0000, 2025-10-03T12:00:00.000+0000
👷
Technician Assigned by Erin Martin
Technician: Nkosi Wilson
⏳ 3.0 business days
📅
Dispatch Scheduled by Erin Martin Oct 6, 10:17 AM
Scheduled For: 2025-10-08T12:00:00.000+0000
⚠️ 5.0 business days
📅
Dispatch Scheduled by Erin Martin Oct 13, 9:12 AM
Scheduled For: 2025-10-20T12:00:00.000+0000
🚨 11.0 business days
👷
Status: Assigned by Erin Martin Oct 28, 11:25 AM
From: Scheduled
To: Assigned
Duration in Previous: 25d 19h
⚠️ 9.0 business days
🗓️
▶
2 Status: Scheduled Nov 7, 3:25 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Cristina Everetts
Scheduled For: 2025-11-07T13:00:00.000+0000
🔧
Status: Tech On Site by Nkosi Wilson Nov 7, 5:07 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 1h 42m
⏱️
▶
2 2x Labor Added Nov 7, 10:04 PM
2x Labor Added → Status: Completed
✔️
Status: Completed by Nkosi Wilson
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 4h 58m, 0m
⏳ 1.2 business days
⏱️
Labor Added Nov 10, 10:09 AM
Type: Labor
Status: Open
Qty: 0.016666666666667
📋
Status: 07e-Partial Project by Timothy Amburgey Nov 10, 10:16 AM
From: Closed
To: 07e-Partial Project
Duration in Previous: 2d 12h
⏳ 3.0 business days
📄
Status: Ready to Bill by Timothy Amburgey Nov 13, 4:34 PM
From: 07e-Partial Project
To: Ready to Bill
Duration in Previous: 3d 6h
💰
Status: Invoiced by Josh Longway Nov 14, 4:01 AM
From: Ready to Bill
To: Invoiced
Duration in Previous: 11h 26m
⏳ 3.0 business days
🧾
Invoice Created Nov 18, 3:49 PM
Invoice Number: SM-246567

Bottlenecks

Scheduled
Duration: 17.5 business days (threshold: 2.0 business days)
Exceeded by 15.5 business days
Assigned
Duration: 9.0 business days (threshold: 4.0 business hours)
Exceeded by 8.5 business days
Ready to Bill
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.4 business hours

🔗 Related Artifacts

📞
Case 00532519
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
ERLA - PROD
Technician
Nkosi Wilson
Scheduled
Nov 7, 8:00 AM
Created
Oct 2, 2:15 PM
Invoice #
SM-246567

Work Details (3)

Name Type Status Qty Amount Date
WL-03000893 Labor Open 2 $150.00 Nov 7, 10:04 PM
WL-03000894 Labor Open 1 $155.00 Nov 7, 10:04 PM
WL-03001919 Labor Open 0.016666666666667 $38.00 Nov 10, 10:09 AM

Details