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WO-01309789 ↗ ServiceMax

PHILIPS HEALTHCARE • Repair • PC

📍 UNC Health Care — 4400 Emperor Blvd Ste 100, Durham NC, 27703

Oct 15, 2025 → Oct 24, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Oct 29, 2025
✓ SLA Met (4 biz days early)
Active: 6 biz days
🕐 Clock stopped: Completed (Oct 23, 2025)
▶ Clock Running
Status: Created
Oct 15 → Oct 15, 2025
0 business days (counted)
Running total: 0 of ? biz days used
3d
▶ Clock Running
Status: Assigned
Oct 15 → Oct 20, 2025
3 business days (counted)
Running total: 3 of ? biz days used
2d
▶ Clock Running
Status: Ready for Scheduling
Oct 20 → Oct 22, 2025
2 business days (counted)
Running total: 5 of ? biz days used
1d
▶ Clock Running
Status: Scheduled
Oct 22 → Oct 23, 2025
1 business day (counted)
Running total: 6 of ? biz days used
Created: Oct 15, 2025 Completed: Oct 23, 2025
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Oct 15 → Oct 15 Created ▶ Running 0 0
Oct 15 → Oct 20 Assigned ▶ Running 3 3
Oct 20 → Oct 22 Ready for Scheduling ▶ Running 2 5
Oct 22 → Oct 23 Scheduled ▶ Running 1 6
Dispatch 0.1d
Coordinators 8.6d
Field Work 2.0d
Billing 1.5d
✓ SLA Met
Dispatch
0.1 days
Coordinators
8.6 days
Over SLA
Field Work
2.0 days
Over SLA
Billing
1.5 days
Over SLA
Created: Oct 15, 2025 Due: Oct 29, 2025 Completed: Oct 24, 2025 (5 days early)
📅
7.8 days Total Age
⏱️
4.0d in 07e-Partial Project Longest Stage
🔄
8 transitions Status Changes
⚠️
7.1d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
4 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00535807
URGENT Philips WO Request
Closed
FCO86600081: Follow-up Repair to be handled by Philips ASP EMSAR
Priority
High
Origin
Email
Reason
New Case
Contact
Caleb Duranceau
Owner
Kimberly Hardison
Created
Oct 15, 2025
Work Orders from this Case (1)
WO-01309789 (current) Invoiced
Repair • Patricia Gordon
Created: Oct 15, 2025 • Closed: Oct 24, 2025
Completed with minor delays
Invoiced • 140 days old
🚨
Primary Delay 4.0 days stuck in "07e-Partial Project"
⏱️
Total Delay 7.1 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.1d / 0.5d SLA
Assigned
3.7d / 0.5d SLA
Ready for Scheduling
2.9d / 1.0d SLA
Scheduled
2.0d / 2.0d SLA
Completed
2.0d / 1.0d SLA
Closed
1.5d / 1.0d SLA
07e-Partial Project
4.0d
Ready to Bill
1.5d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
10/22/2025 EMartin dispatching to FSE onsite per request

10/20/2025 MNewman - quote now shows accepted. This work can be scheduled

10/16/2025 EMartin per FSE working with quotes to get WO released and parts shipped on WO 


10/15/2025 EMartin FSE onsite working with POC on other devices as well 

🔧 Work Performed
Travel to site. Performed repair per instruction. Ran full final tests successfully. Device returned to service.
🔍 Technician Findings
Repair required
⚠️ Problem Description
FCO86600081: Follow-up Repair to be handled by Philips ASP EMSAR
📄 Description
Philips Trilogy EV300 Hospital Ventilator (DS2200X11B / 989805661881)
📞 Call Description
Repair - Trade

Timeline

📞
Case Linked Oct 15, 1:27 PM
Case Number: 00535807
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Oct 15, 1:40 PM
Work Order: WO-01309789
Type: Repair
Priority: PC
👷
▶
2 Technician Assigned Oct 15, 2:37 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Erin Martin
From: Entered
To: Assigned
Duration in Previous: 57m
⏳ 4.0 business days
📅
Status: Ready for Scheduling by Mandy Newman Oct 20, 12:39 PM
From: Assigned
To: Ready for Scheduling
Duration in Previous: 4d 22h
⏳ 3.0 business days
🗓️
▶
2 Status: Scheduled Oct 22, 11:45 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Erin Martin
Scheduled For: 2025-10-22T16:00:00.000+0000, 2025-10-22T12:00:00.000+0000
⏱️
▶
2 3x Labor Added Oct 23, 8:19 AM
3x Labor Added → Status: Completed
✔️
Status: Completed by Patricia Gordon
From: Scheduled
To: Completed
Duration in Previous: 20h 34m
⏳ 2.0 business days
🏁
Status: Closed by Patricia Gordon Oct 24, 3:56 PM
From: Completed
To: Closed
Duration in Previous: 1d 7h
⏳ 2.0 business days
⏱️
▶
2 Labor Added Oct 27, 9:25 AM
Labor Added → Status: 07e-Partial Project
📋
Status: 07e-Partial Project by Timothy Amburgey
From: Closed
To: 07e-Partial Project
Duration in Previous: 2d 17h
⏳ 4.0 business days
📄
Status: Ready to Bill by Timothy Amburgey Oct 30, 3:46 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 14m
⏳ 2.0 business days
🧾
Invoice Created Nov 3, 11:39 AM
Invoice Number: SM-245250

Bottlenecks

Assigned
Duration: 3.7 business days (threshold: 4.0 business hours)
Exceeded by 3.2 business days
Ready for Scheduling
Duration: 2.9 business days (threshold: 1.0 business days)
Exceeded by 1.9 business days
Completed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Closed
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 4.1 business hours
Ready to Bill
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 4.2 business hours

🔗 Related Artifacts

📞
Case 00535807
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Repair
Branch
ERLA - PROD
Technician
Patricia Gordon
Scheduled
Oct 22, 8:00 AM
Created
Oct 15, 1:40 PM
Invoice #
SM-245250

Work Details (4)

Name Type Status Qty Amount Date
WL-02981108 Labor Open 1 $155.00 Oct 23, 8:19 AM
WL-02981109 Labor Open 3 $285.00 Oct 23, 8:19 AM
WL-02981110 Travel Open 4 $0.00 Oct 23, 8:19 AM
WL-02985035 Labor Open 0.016666666666667 $38.00 Oct 27, 9:25 AM

Details