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WO-01307673 ↗ ServiceMax

PHILIPS HEALTHCARE • Repair • PC

📍 Affinity Health - Grandview Hospital — 3690 Grandview Parkway, Birmingham AL, 35243

Oct 3, 2025 → Oct 20, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Oct 17, 2025
✗ SLA Missed (1 biz days late)
Active: 10 biz days
🕐 Clock stopped: Completed (Oct 20, 2025)
1d
▶ Clock Running
Status: Created
Oct 3 → Oct 6, 2025
1 business day (counted)
Running total: 1 of ? biz days used
5d
▶ Clock Running
Status: Assigned
Oct 6 → Oct 14, 2025
5 business days (counted)
Running total: 6 of ? biz days used
4d
▶ Clock Running
Status: Scheduled
Oct 14 → Oct 20, 2025
4 business days (counted)
Running total: 10 of ? biz days used
▶ Clock Running
Status: Tech On Site
Oct 20 → Oct 20, 2025
0 business days (counted)
Running total: 10 of ? biz days used
Created: Oct 3, 2025 Completed: Oct 20, 2025
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Oct 3 → Oct 6 Created ▶ Running 1 1
Oct 6 → Oct 14 Assigned ▶ Running 5 6
Oct 14 → Oct 20 Scheduled ▶ Running 4 10
Oct 20 → Oct 20 Tech On Site ▶ Running 0 10
Dispatch 1.9d
Coordinators 10.5d
Field Work 0.8d
Billing 1.6d
✗ SLA Missed
Dispatch
1.9 days
Over SLA
Coordinators
10.5 days
Over SLA
Field Work
0.8 days
Billing
1.6 days
Over SLA
Created: Oct 3, 2025 Due: Oct 17, 2025 Completed: Oct 20, 2025 (2 days late)
📅
10.9 days Total Age
⏱️
6.0d in Assigned Longest Stage
🔄
8 transitions Status Changes
⚠️
10.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
4 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00532778
URGENT Philips WO Request
Closed
When doing O2 calibration - failing 100%, does pass 21. O2 calibration failed
Priority
High
Origin
Email
Reason
New Case
Contact
Tewanda Williams
Owner
Shelby Robinson
Created
Oct 3, 2025
Work Orders from this Case (1)
WO-01307673 (current) Invoiced
Repair • Samuel Biddie
Created: Oct 3, 2025 • Closed: Oct 20, 2025
Completed with significant delays
Invoiced • 152 days old
🚨
Primary Delay 6.0 days stuck in "Assigned"
⏱️
Total Delay 10.6 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
1.9d / 0.5d SLA
Assigned
6.0d / 0.5d SLA
Scheduled
4.5d / 2.0d SLA
Tech On Site
0.3d / 1.0d SLA
Completed
0.4d / 1.0d SLA
Closed
1.6d / 1.0d SLA
07e-Partial Project
3.0d
Ready to Bill
1.6d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
10/14/2025 EMartin sent email to Tewanda advising FSE onsite Monday 10/20/25 to complete device

10/10/2025 EMartin sent email to tewanda.williams@grandviewhealth.com asking for update on quote acceptance and hard copy PO for device that needs to be repaired

10/03/2025 EMartin pending entitlement FSE working with Tewanda to get quotes accepted WO-13160905 cancelled due to quote expiring 

🔧 Work Performed
Calibrate fiO2 sensor. Test
🔍 Technician Findings
FiO2 sensor not calibrated
⚠️ Problem Description
When doing O2 calibration - failing 100%, does pass 21. O2 calibration failed
📄 Description
Philips Trilogy EV300 Hospital Ventilator (DS2200X11B / 989805661881)
📞 Call Description
Repair - Trade

Timeline

📞
Case Linked Oct 3, 12:10 PM
Case Number: 00532778
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Oct 3, 12:26 PM
Work Order: WO-01307673
Type: Repair
Priority: PC
⏳ 2.0 business days
👷
▶
2 Technician Assigned Oct 6, 9:05 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Erin Martin
From: Entered
To: Assigned
Duration in Previous: 2d 20h
⚠️ 6.0 business days
🗓️
▶
2 Status: Scheduled Oct 14, 4:01 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Erin Martin
Scheduled For: 2025-10-20T12:00:00.000+0000
⏳ 5.0 business days
🔧
Status: Tech On Site by Samuel Biddie Oct 20, 9:16 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 17h
✔️
Status: Completed by Samuel Biddie Oct 20, 11:53 AM
From: Tech On Site
To: Completed
Duration in Previous: 2h 37m
⏱️
3x Labor Added Oct 20, 3:16 PM
Type: Labor, Travel
Status: Open
Qty: 1.25, 0.25, 10
🏁
Status: Closed by Samuel Biddie Oct 20, 3:21 PM
From: Completed
To: Closed
Duration in Previous: 3h 27m
⏱️
▶
2 Labor Added Oct 21, 8:49 AM
Labor Added → Status: 07e-Partial Project
📋
Status: 07e-Partial Project by Timothy Amburgey
From: Closed
To: 07e-Partial Project
Duration in Previous: 17h 32m
⏳ 3.0 business days
📄
Status: Ready to Bill by Timothy Amburgey Oct 23, 3:24 PM
From: 07e-Partial Project
To: Ready to Bill
Duration in Previous: 2d 6h
💰
Status: Invoiced by Josh Longway Oct 24, 4:00 AM
From: Ready to Bill
To: Invoiced
Duration in Previous: 12h 36m
⏳ 2.0 business days
🧾
Invoice Created Oct 27, 4:44 PM
Invoice Number: SM-244572

Bottlenecks

Entered
Duration: 1.9 business days (threshold: 4.0 business hours)
Exceeded by 1.4 business days
Assigned
Duration: 6.0 business days (threshold: 4.0 business hours)
Exceeded by 5.5 business days
Scheduled
Duration: 4.5 business days (threshold: 2.0 business days)
Exceeded by 2.5 business days
Closed
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 4.6 business hours
Ready to Bill
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 4.6 business hours

🔗 Related Artifacts

📞
Case 00532778
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Repair
Branch
ERLA - PROD
Technician
Samuel Biddie
Scheduled
Oct 20, 8:00 AM
Created
Oct 3, 12:26 PM
Invoice #
SM-244572

Work Details (4)

Name Type Status Qty Amount Date
WL-02977145 Labor Open 1.25 $118.75 Oct 20, 3:16 PM
WL-02977146 Labor Open 0.25 $155.00 Oct 20, 3:16 PM
WL-02977147 Travel Open 10 $0.00 Oct 20, 3:16 PM
WL-02978056 Labor Open 0.016666666666667 $38.00 Oct 21, 8:49 AM

Details