Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01310662 ↗ ServiceMax

PHILIPS HEALTHCARE • Repair • PC

📍 UNC Lenoir Health Care, Kinston, NC — 100 Airport Rd, Kinston NC, 28501

Oct 21, 2025 → Dec 18, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Nov 4, 2025
✗ SLA Missed (29 biz days late)
Active: 39 biz days
🕐 Clock stopped: Completed (Dec 18, 2025)
▶ Clock Running
Status: Created
Oct 21 → Oct 22, 2025
1 business day (counted)
Running total: 1 of ? biz days used
4d
▶ Clock Running
Status: Assigned
Oct 22 → Oct 28, 2025
4 business days (counted)
Running total: 5 of ? biz days used
34d
▶ Clock Running
Status: Scheduled
Oct 28 → Dec 18, 2025
34 business days (counted)
Running total: 39 of ? biz days used
Created: Oct 21, 2025 Completed: Dec 18, 2025
Show SLA Clock Detail (3 periods)
Period Status Clock Biz Days Running Total
Oct 21 → Oct 22 Created ▶ Running 1 1
Oct 22 → Oct 28 Assigned ▶ Running 4 5
Oct 28 → Dec 18 Scheduled ▶ Running 34 39
Dispatch 1.4d
Coordinators 39.5d
Field Work 1.0d
Billing 1.5d
✗ SLA Missed
Dispatch
1.4 days
Over SLA
Coordinators
39.5 days
Over SLA
Field Work
1.0 days
Billing
1.5 days
Over SLA
Created: Oct 21, 2025 Due: Nov 4, 2025 Completed: Dec 18, 2025 (43 days late)
📅
39.4 days Total Age
⏱️
34.5d in Scheduled Longest Stage
🔄
7 transitions Status Changes
⚠️
38.3d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
8 lines Work Details
🏠
2 visits On-Site Trips
📋
Coordinator Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
Visit 1 Dec 16, 2025
Visit 2 Dec 17, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00537267
URGENT Philips WO Request
Closed
Device failed preliminary Tests (System Setup) SN: H2834921638CC AECM Verification: Reading 30.15 cmH2O LSL 25.50 USL 28.50 FAIL AECM Verification: Reading 20.05 cmH2O LSL -1.50 USL 1.50 FAIL
Priority
High
Origin
Email
Reason
New Case
Contact
Caleb Duranceau
Owner
Shelby Robinson
Created
Oct 21, 2025
Work Orders from this Case (1)
WO-01310662 (current) Invoiced
Repair • Patricia Gordon
Created: Oct 21, 2025 • Closed: Dec 18, 2025
Completed with significant delays
Invoiced • 134 days old
🚨
Primary Delay 34.5 days stuck in "Scheduled"
⏱️
Total Delay 38.3 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
1.4d / 0.5d SLA
Assigned
5.0d / 0.5d SLA
Scheduled
34.5d / 2.0d SLA
Completed
1.0d / 1.0d SLA
Closed
0.1d / 1.0d SLA
07e-Partial Project
0.6d
Ready to Bill
1.5d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/15/2025 RArnold - 12152025_BOUPDATE_  RP-Trilogy Evo Proportional Valve (AECM) on BO. ETA 12/19


12/08/2025 EMartin updating scheduled date per FSE request

12/04/2025 Cever moved to Dec 11th per FSE

10/28/2025 EMartin dispatching to FSE for continuation of repairs and FCO

INTERNAL NOTE: Quote has been accepted.

10/22/2025 EMartin FSE onsite working with Caleb on quotes and hard copy PO 

🔧 Work Performed
12/16 - Travel to site. Met with POC. One of parts ordered had not yet been delivered. Waited a while for delivery, which did not happen by time Biomed closing the shop for the day. Travel from site to hotel. Will return 12/17. Weekly meeting with Fady & team. 12/17 - returned to site. Part had arrived. Replaced 3 way solenoid & Proportional Valve, Completed repair successfully.
🔍 Technician Findings
EV300 Repair
⚠️ Problem Description
Device failed preliminary Tests (System Setup) SN: H2834921638CC AECM Verification: Reading 30.15 cmH2O LSL 25.50 USL 28.50 FAIL AECM Verification: Reading 20.05 cmH2O LSL -1.50 USL 1.50 FAIL
📄 Description
Philips Trilogy EV300 Hospital Ventilator (DS2200X11B / 989805661881)
📞 Call Description
Repair - Trade

Timeline

📞
Case Linked Oct 21, 4:25 PM
Case Number: 00537267
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Oct 21, 5:05 PM
Work Order: WO-01310662
Type: Repair
Priority: PC
👷
▶
2 Technician Assigned Oct 22, 9:39 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Erin Martin
From: Entered
To: Assigned
Duration in Previous: 16h 34m
⚠️ 5.0 business days
🗓️
▶
2 Status: Scheduled Oct 28, 11:33 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Erin Martin
Scheduled For: 2025-11-24T13:00:00.000+0000
⚠️ 6.0 business days
📅
Dispatch Scheduled by Erin Martin Nov 4, 10:04 AM
Scheduled For: 2025-12-03T13:00:00.000+0000
🚨 20.0 business days
📅
Dispatch Scheduled by Cristina Everetts Dec 4, 8:18 AM
Scheduled For: 2025-12-11T13:00:00.000+0000
⏳ 3.0 business days
📅
Dispatch Scheduled by Erin Martin Dec 8, 10:18 AM
Scheduled For: 2025-12-17T13:00:00.000+0000
⚠️ 5.0 business days
📅
Dispatch Scheduled by Erin Martin Dec 12, 1:26 PM
Scheduled For: 2025-12-16T13:00:00.000+0000
⏳ 4.0 business days
⏱️
4x Labor Added Dec 17, 9:23 AM
Type: Labor
Status: Open
Qty: 2.5, 1.5
⏱️
2x Labor Added Dec 17, 8:14 PM
Type: Labor
Status: Open
Qty: 0.5, 1.5
✔️
Status: Completed by Patricia Gordon Dec 17, 10:46 PM
From: Scheduled
To: Completed
Duration in Previous: 50d 12h
🚗
Travel Added Dec 18, 9:21 AM
Type: Travel
Status: Open
Qty: 59
🏁
Status: Closed by Patricia Gordon Dec 18, 9:35 AM
From: Completed
To: Closed
Duration in Previous: 10h 49m
⏱️
▶
2 Labor Added Dec 18, 10:22 AM
Labor Added → Status: 07e-Partial Project
📋
Status: 07e-Partial Project by Timothy Amburgey
From: Closed
To: 07e-Partial Project
Duration in Previous: 50m
📄
Status: Ready to Bill by Timothy Amburgey Dec 18, 3:12 PM
From: 07e-Partial Project
To: Ready to Bill
Duration in Previous: 4h 46m
💰
Status: Invoiced by Josh Longway Dec 19, 4:00 AM
From: Ready to Bill
To: Invoiced
Duration in Previous: 12h 48m

Bottlenecks

Entered
Duration: 1.4 business days (threshold: 4.0 business hours)
Exceeded by 6.9 business hours
Assigned
Duration: 5.0 business days (threshold: 4.0 business hours)
Exceeded by 4.5 business days
Scheduled
Duration: 34.5 business days (threshold: 2.0 business days)
Exceeded by 32.5 business days
Ready to Bill
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 3.8 business hours

🔗 Related Artifacts

📞
Case 00537267
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Repair
Branch
ERLA - PROD
Technician
Patricia Gordon
Scheduled
Dec 16, 8:00 AM
Created
Oct 21, 5:05 PM
Invoice #
N/A

Work Details (8)

Name Type Status Qty Amount Date
WL-03040365 Labor Open 2.5 $0.00 Dec 17, 9:23 AM
WL-03040366 Labor Open 1.5 $0.00 Dec 17, 9:23 AM
WL-03040367 Labor Open 1 $0.00 Dec 17, 9:23 AM
WL-03040368 Labor Open 2 $0.00 Dec 17, 9:23 AM
WL-03041312 Labor Open 0.5 $155.00 Dec 17, 8:14 PM
WL-03041313 Labor Open 1.5 $142.50 Dec 17, 8:14 PM
WL-03041674 Travel Open 59 $0.00 Dec 18, 9:21 AM
WL-03041750 Labor Open 0.016666666666667 $38.00 Dec 18, 10:22 AM

Details