Primary Delay34.0 days stuck in "Ready for Release"
⏱️
Total Delay17.1 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
Ready for Release
34.0d
Ready for Scheduling
11.3d / 1.0d SLA
Scheduled
6.0d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA
07e-Partial Project
2.0d
Ready to Bill
2.5d / 1.0d SLA
💬 Activities, Notes & Communications
🔒Internal CSA Notes
12/16/2025 DMalloy - Per email from customer advising that "Our equipment is used for education purposes only and not for patient use". FOM replied that we will have FSE send over the needed paperwork sent over to close the work orders as a refusal.
12/03/2025 YEspino Called 724-357-1334 to follow up with Jackie over the previous email sent. Was unable to speak to her so i left a message.
11/25/2025 MHamersley - recd email from Jackie Heisler, stating, "Our equipment is used for education purposes only and not for patient use", sent f/u email request for closure: Jheisler@iup.edu
11/24/2025 MHamersley - called 724.357.1334, call went to VM/LM; sent f/u email: jheisler@iup.edu
10/14/2025 Rbailey - Rcvd call from 412.824.1999 from Clayton. He provided a number for Jackie but said it was best to email her. Sending email. He will follow up with her today as well
jheisler@iup.edu
10/14/2025 Rbailey - Called 412.824.1999 NA. VM said IUP Graduate Admissions. Left VM for Clayton to CB as he could transfer to Jackie
10/14/2025 Rbailey - Called 724.294.3300 Spoke with Oper who said Jackie is in Respiratory at the a different location. She provided 412.824.1999
🔧Work Performed
ANR
🔍Technician Findings
Customer refused FCO
Customer refused to sign after multiple attempt.
⚠️Problem Description
FCO86600066 V60/V60 Plus Ventilator Ventilator Loss of Function W/O Alarm & CSA Labeling Remedy
📄Description
V60 Ventilator
📞Call Description
FCO86600066
📋
0-0-0
Completed Dec 26, 2025
Tech Supervisor Spot Check
# of Critical Defects: 0
# of Major Defects: 0
# of Minor Defects: 0
# of EMSAR Defects: 0
FCO 66
CSR – signed and uploaded to ServiceMax- YES
📞
Live Call_ Left Message
Completed Dec 3, 2025
12/03/2025 YEspino Called 724-357-1334 to follow up with Jackie over the previous email sent. Was unable to speak to her so i left a message.
📧
Email_Response Confirmed
Completed Nov 25, 2025
11/25/2025 MHamersley - recd email from Jackie Heisler, stating, "Our equipment is used for education purposes only and not for patient use", sent f/u email request for closure: Jheisler@iup.edu
📧
Live Call_Followed Up With Email
Completed Oct 14, 2025
10/14/2025 Rbailey - Rcvd call from 412.824.1999 from Clayton. He provided a number for Jackie but said it was best to email her. Sending email. He will follow up with her today as well
jheisler@iup.edu
📞
Live Call_ Asked to Call Back
Completed Oct 14, 2025
10/14/2025 Rbailey - Called 724.294.3300 Spoke with Oper who said Jackie is in Respiratory at the a different location. She provided 412.824.1999
📅
WO-01307880 - FCO - V60 Vent - Indiana - Indiana University of Pennsylvania
Dec 19, 2025 8:00am – 5:00pm
Work Order: WO-01307880
Account: PHILIPS HEALTHCARE
Customer Case Number: WO-13655032
Location: Indiana University of Pennsylvania
Address: 650 S 13th St, Indiana, PA 15701
Manufacturer: Philips Healthcare
Model #: V60 Vent
Serial #: MX0007852
Contact Name: Jackie Heisler, Program Director,
Timeline
📞
Case Linked Oct 6, 12:30 PM
Case Number:00533224
Subject:URGENT Philips WO Request
Status:Closed
📋
Work Order Created Oct 6, 12:57 PM
Work Order:WO-01307880
Type:FCO
Priority:PC
✅
Status: Ready for Release by Deon MalloyOct 7, 8:45 AM
From:Entered
To:Ready for Release
Duration in Previous:19h 47m
🚨34.0 business days
📅
Status: Ready for Scheduling by Mary HamersleyNov 25, 4:59 PM