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← WO Overview

WO-01309258 ↗ ServiceMax

PHILIPS HEALTHCARE • FCO • PC

📍 NYS DOH — 2 Van Buren Blvd Building 28B, Altamont NY, 12009

Oct 14, 2025 → Oct 24, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Dec 31, 2026
✓ SLA Met (293 biz days early)
Active: 8 biz days
🕐 Clock stopped: Completed (Oct 25, 2025)
▶ Clock Running
Status: Created
Oct 14 → Oct 14, 2025
0 business days (counted)
Running total: 0 of ? biz days used
5d
▶ Clock Running
Status: Scheduled
Oct 14 → Oct 21, 2025
5 business days (counted)
Running total: 5 of ? biz days used
3d
▶ Clock Running
Status: Tech On Site
Oct 21 → Oct 25, 2025
3 business days (counted)
Running total: 8 of ? biz days used
Created: Oct 14, 2025 Completed: Oct 25, 2025
Show SLA Clock Detail (3 periods)
Period Status Clock Biz Days Running Total
Oct 14 → Oct 14 Created ▶ Running 0 0
Oct 14 → Oct 21 Scheduled ▶ Running 5 5
Oct 21 → Oct 25 Tech On Site ▶ Running 3 8
Dispatch 0.2d
Coordinators 5.9d
Field Work 3.4d
Billing 1.5d
✓ SLA Met
Dispatch
0.2 days
Coordinators
5.9 days
Over SLA
Field Work
3.4 days
Over SLA
Billing
1.5 days
Over SLA
Created: Oct 14, 2025 Due: Dec 31, 2026 Completed: Oct 25, 2025 (432 days early)
📅
9.0 days Total Age
⏱️
5.9d in Scheduled Longest Stage
🔄
7 transitions Status Changes
⚠️
6.8d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
35 lines Work Details
🚩
5 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚨
5 On-Site Visits
5 on-site visits — critical red flag: repeated failure to resolve
👤 Self-scheduled by Bennet O Dartey — scheduling delays attributed to technician, not coordinators
Visit 1 Oct 20, 2025
Visit 2 Oct 21, 2025
Visit 3 Oct 22, 2025
Visit 4 Oct 23, 2025
Visit 5 Oct 24, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00535340
URGENT Philips WO Request
Closed
Trilogy EV300 Ventilator - Machine Flow Sensor Inaccurate Flow Measurements and/or Delivery
Priority
High
Origin
Email
Reason
New Case
Contact
Jeff Ballard
Owner
Shelby Robinson
Created
Oct 14, 2025
Work Orders from this Case (1)
WO-01309258 (current) Invoiced
FCO • Bennet O Dartey
Created: Oct 14, 2025 • Closed: Oct 24, 2025
Completed with minor delays
Invoiced • 141 days old
🚨
Primary Delay 5.9 days stuck in "Scheduled"
⏱️
Total Delay 6.8 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.2d / 0.5d SLA
Scheduled
5.9d / 2.0d SLA
Tech On Site
3.4d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA
07e-Partial Project
4.0d
Ready to Bill
1.5d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10/14/2025 DMalloy - FSE Bennet to be onsite all week. 

🔧 Work Performed
Trilogy EV300 Ventilator - Machine Flow Sensor Inaccurate Flow Measurements and/or Delivery
🔍 Technician Findings
N/A
⚠️ Problem Description
Trilogy EV300 Ventilator - Machine Flow Sensor Inaccurate Flow Measurements and/or Delivery
📄 Description
Philips Trilogy EV300 Hospital Ventilator (DS2200X11B / 989805661881)
📞 Call Description
FCO86600081

Timeline

📞
Case Linked Oct 14, 11:18 AM
Case Number: 00535340
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Oct 14, 11:28 AM
Work Order: WO-01309258
Type: FCO
Priority: PC
👷
▶
3 Technician Assigned Oct 14, 12:59 PM
Technician Assigned → Dispatch Scheduled → Status: Scheduled
📅
Dispatch Scheduled by Deon Malloy
Scheduled For: 2025-10-20T04:00:00.000+0000, 2025-10-20T00:00:00.000+0000
🗓️
Status: Scheduled by Deon Malloy
From: Entered
To: Scheduled
Duration in Previous: 1h 30m
📅
Dispatch Scheduled by Deon Malloy Oct 14, 1:12 PM
Scheduled For: 2025-10-20T12:00:00.000+0000
💵
3x Expenses Added Oct 15, 8:44 AM
Type: Expenses
Status: Open
Qty: 1
⚠️ 5.0 business days
📅
Dispatch Scheduled by Deon Malloy Oct 21, 4:02 PM
Scheduled For: 2025-10-21T12:00:00.000+0000
🔧
Status: Tech On Site by Bennet Dartey Oct 21, 4:52 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 7d 3h
⏳ 1.9 business days
⏱️
11x Labor Added Oct 22, 6:17 PM
Type: Labor
Status: Open
Qty: 7, 0.5, 1, 3, 2.5
⏳ 1.7 business days
⏱️
3x Labor Added Oct 23, 6:58 PM
Type: Labor
Status: Open
Qty: 1, 8
⏳ 1.6 business days
⏱️
3x Labor Added Oct 24, 10:45 PM
Type: Labor
Status: Open
Qty: 1, 8, 7
💵
14x Expenses Added Oct 24, 11:16 PM
Type: Expenses
Status: Open
Qty: 1
✔️
▶
2 Status: Completed Oct 24, 11:38 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Bennet Dartey
From: Completed
To: Closed
Duration in Previous: 1m
⏳ 1.0 business days
⏱️
▶
2 Labor Added Oct 27, 9:39 AM
Labor Added → Status: 07e-Partial Project
📋
Status: 07e-Partial Project by Timothy Amburgey
From: Closed
To: 07e-Partial Project
Duration in Previous: 2d 10h
⏳ 4.0 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: 3d 6h
💰
Status: Invoiced by Josh Longway Oct 31, 4:00 AM
From: Ready to Bill
To: Invoiced
Duration in Previous: 12h 15m
⏳ 2.0 business days
🧾
Invoice Created Nov 3, 11:39 AM
Invoice Number: SM-245248

Bottlenecks

Scheduled
Duration: 5.9 business days (threshold: 2.0 business days)
Exceeded by 3.9 business days
Tech On Site
Duration: 3.4 business days (threshold: 1.0 business days)
Exceeded by 2.4 business days
Ready to Bill
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 4.2 business hours

🔗 Related Artifacts

📞
Case 00535340
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
FCO
Branch
ERLA - PROD
Technician
Bennet O Dartey
Scheduled
Oct 21, 8:00 AM
Created
Oct 14, 11:28 AM
Invoice #
SM-245248

Work Details (35)

Name Type Status Qty Amount Date
WL-02971105 Expenses Open 1 $0.00 Oct 15, 8:44 AM
WL-02971106 Expenses Open 1 $0.00 Oct 15, 8:44 AM
WL-02971107 Expenses Open 1 $0.00 Oct 15, 8:44 AM
WL-02980520 Labor Open 7 $0.00 Oct 22, 6:17 PM
WL-02980521 Labor Open 0.5 $0.00 Oct 22, 6:17 PM
WL-02980522 Labor Open 1 $0.00 Oct 22, 6:17 PM
WL-02980523 Labor Open 3 $0.00 Oct 22, 6:17 PM
WL-02980524 Labor Open 2.5 $237.50 Oct 22, 6:17 PM
WL-02980525 Labor Open 1 $155.00 Oct 22, 6:17 PM
WL-02980526 Labor Open 2 $0.00 Oct 22, 6:17 PM
WL-02980527 Labor Open 0.5 $0.00 Oct 22, 6:17 PM
WL-02980528 Labor Open 5 $475.00 Oct 22, 6:17 PM
WL-02980529 Labor Open 2.5 $237.50 Oct 22, 6:17 PM
WL-02980530 Labor Open 1 $465.00 Oct 22, 6:17 PM
WL-02982190 Labor Open 1 $0.00 Oct 23, 6:58 PM
WL-02982191 Labor Open 8 $950.00 Oct 23, 6:58 PM
WL-02982192 Labor Open 1 $620.00 Oct 23, 6:58 PM
WL-02983986 Labor Open 1 $0.00 Oct 24, 10:45 PM
WL-02983987 Labor Open 8 $950.00 Oct 24, 10:45 PM
WL-02983988 Labor Open 7 $620.00 Oct 24, 10:45 PM
WL-02984003 Expenses Open 1 $0.00 Oct 24, 11:16 PM
WL-02984004 Expenses Open 1 $0.00 Oct 24, 11:16 PM
WL-02984005 Expenses Open 1 $0.00 Oct 24, 11:16 PM
WL-02984006 Expenses Open 1 $0.00 Oct 24, 11:16 PM
WL-02984007 Expenses Open 1 $0.00 Oct 24, 11:16 PM
WL-02984008 Expenses Open 1 $0.00 Oct 24, 11:16 PM
WL-02984009 Expenses Open 1 $0.00 Oct 24, 11:16 PM
WL-02984010 Expenses Open 1 $0.00 Oct 24, 11:16 PM
WL-02984011 Expenses Open 1 $0.00 Oct 24, 11:16 PM
WL-02984012 Expenses Open 1 $0.00 Oct 24, 11:16 PM
WL-02984013 Expenses Open 1 $0.00 Oct 24, 11:16 PM
WL-02984014 Expenses Open 1 $0.00 Oct 24, 11:16 PM
WL-02984015 Expenses Open 1 $0.00 Oct 24, 11:16 PM
WL-02984016 Expenses Open 1 $0.00 Oct 24, 11:16 PM
WL-02985050 Labor Open 0.016666666666667 $456.00 Oct 27, 9:39 AM

Details