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WO-01309350 ↗ ServiceMax

PHILIPS HEALTHCARE • Preventive Maintenance • PC

📍 Hackensack Meridian Health — 1623 Route 88 Ste A, Brick NJ, 08724

Oct 14, 2025 → Oct 31, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Oct 31, 2025
✓ SLA Met
Active: 13 biz days
🕐 Clock stopped: Completed (Oct 31, 2025)
4d
▶ Clock Running
Status: Created
Oct 14 → Oct 20, 2025
4 business days (counted)
Running total: 4 of ? biz days used
⏸ Clock Paused
Status: Ready for Release
Oct 20 → Oct 20, 2025
0 business days (not counted)
9d
▶ Clock Running
Status: Scheduled
Oct 20 → Oct 31, 2025
9 business days (counted)
Running total: 13 of ? biz days used
▶ Clock Running
Status: Tech On Site
Oct 31 → Oct 31, 2025
0 business days (counted)
Running total: 13 of ? biz days used
Created: Oct 14, 2025 Completed: Oct 31, 2025
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Oct 14 → Oct 20 Created ▶ Running 4 4
Oct 20 → Oct 20 Ready for Release ⏸ Paused 0 —
Oct 20 → Oct 31 Scheduled ▶ Running 9 13
Oct 31 → Oct 31 Tech On Site ▶ Running 0 13
Dispatch 4.6d
Holding 0.7d (excluded)
Coordinators 9.6d
Field Work 1.0d
Billing 1.3d
✓ SLA Met
Dispatch
4.6 days
Over SLA
Holding (excluded from total)
0.7 days
Coordinators
9.6 days
Over SLA
Field Work
1.0 days
Billing
1.3 days
Over SLA
Created: Oct 14, 2025 Due: Oct 31, 2025 Completed: Oct 31, 2025 (on time)
📅
13.6 days Total Age
⏱️
9.6d in Scheduled Longest Stage
🔄
7 transitions Status Changes
⚠️
12.1d 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 #00535450
URGENT Philips WO Request
Closed
EPIQ CVx Ultrasound System Installed Product 98039306 - PM Plan Template US EPIQ7 A - 1 visit / 12 months
Priority
High
Origin
Email
Reason
New Case
Contact
Sue Lesser
Owner
Kimberly Hardison
Created
Oct 14, 2025
Work Orders from this Case (2)
WO-01309350 (current) Invoiced
Preventive Maintenance • Nkosi Wilson
Created: Oct 14, 2025 • Closed: Oct 31, 2025
WO-01309357 Invoiced
Preventive Maintenance • Nkosi Wilson
Created: Oct 14, 2025 • Closed: Oct 31, 2025
Completed with significant delays
Invoiced • 141 days old
🚨
Primary Delay 9.6 days stuck in "Scheduled"
⏱️
Total Delay 12.1 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
4.6d / 0.5d SLA
Ready for Release
0.7d
Scheduled
9.6d / 2.0d SLA
Tech On Site
1.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA
07e-Partial Project
3.4d
Ready to Bill
1.3d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10/20/2025 Cever per Fadys communication with Sue Dispatching to FSE for Oct 28th at 12:15

10/20/2025 Cever received email from sjlesser@alpertzalescastro.com advising she will need to reach out later to schedule as the FSe had to cancel her last appt. for an upgrade adding Fady to the thread.

10/14/2025 Cever sent email to Susan Lesser <susan.lesser@hmhn.org> trying to schedule fse onsite for both devices for oct 23rd at 12:30 and 2 p.m.

🔧 Work Performed
EPIQ CVx Ultrasound System Installed Product 98039306 - PM Plan Template US EPIQ7 A - 1 visit / 12 months
🔍 Technician Findings
EPIQ CVx Ultrasound System Installed Product 98039306 - PM Plan Template US EPIQ7 A - 1 visit / 12 months
⚠️ Problem Description
EPIQ CVx Ultrasound System Installed Product 98039306 - PM Plan Template US EPIQ7 A - 1 visit / 12 months
📞 Call Description
Customer Value PM

Timeline

📞
Case Linked Oct 14, 2:34 PM
Case Number: 00535450
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Oct 14, 3:03 PM
Work Order: WO-01309350
Type: Preventive Maintenance
Priority: PC
⚠️ 5.0 business days
✅
Status: Ready for Release by Cristina Everetts Oct 20, 9:11 AM
From: Entered
To: Ready for Release
Duration in Previous: 5d 18h
👷
▶
3 Technician Assigned Oct 20, 3:08 PM
Technician Assigned → Dispatch Scheduled → Status: Scheduled
📅
Dispatch Scheduled by Cristina Everetts
Scheduled For: 2025-10-28T16:30:00.000+0000, 2025-10-28T16:15:00.000+0000
🗓️
Status: Scheduled by Cristina Everetts
From: Ready for Release
To: Scheduled
Duration in Previous: 5h 57m
🚨 10.0 business days
🔧
Status: Tech On Site by Nkosi Wilson Oct 31, 9:57 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 10d 18h
⏱️
▶
2 2x Labor Added Oct 31, 7:50 PM
2x Labor Added → Status: Completed
✔️
Status: Completed by Nkosi Wilson
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 9h 55m, 0m
⏳ 1.5 business days
⏱️
▶
2 Labor Added Nov 3, 3:55 PM
Labor Added → Status: 07e-Partial Project
📋
Status: 07e-Partial Project by Timothy Amburgey
From: Closed
To: 07e-Partial Project
Duration in Previous: 2d 21h
⏳ 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 0h
💰
Status: Invoiced by Josh Longway Nov 7, 4:01 AM
From: Ready to Bill
To: Invoiced
Duration in Previous: 11h 47m
⏳ 2.0 business days
🧾
Invoice Created Nov 10, 4:32 PM
Invoice Number: SM-245896

Bottlenecks

Entered
Duration: 4.6 business days (threshold: 4.0 business hours)
Exceeded by 4.1 business days
Scheduled
Duration: 9.6 business days (threshold: 2.0 business days)
Exceeded by 7.6 business days
Closed
Duration: 1.0 business days (threshold: 1.0 business days)
Exceeded by 0.1 business hours
Ready to Bill
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.8 business hours

🔗 Related Artifacts

📞
Case 00535450
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
ERLA - PROD
Technician
Nkosi Wilson
Scheduled
Oct 28, 12:15 PM
Created
Oct 14, 3:03 PM
Invoice #
SM-245896

Work Details (3)

Name Type Status Qty Amount Date
WL-02992551 Labor Open 2 $0.00 Oct 31, 7:50 PM
WL-02992552 Labor Open 3 $275.00 Oct 31, 7:50 PM
WL-02994364 Labor Open 0.016666666666667 $38.00 Nov 3, 3:55 PM

Details