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WO-01310807 ↗ ServiceMax

PHILIPS HEALTHCARE • Repair • PC

📍 Atrium Health - Cleveland Carolina Health — 201 E Grover St, Shelby NC, 28150

Oct 22, 2025 → Dec 9, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Nov 5, 2025
✗ SLA Missed (20 biz days late)
Active: 30 biz days
Paused: 1 biz days
🕐 Clock stopped: Completed (Dec 9, 2025)
▶ Clock Running
Status: Created
Oct 22 → Oct 22, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸ Clock Paused
Status: Ready for Release
Oct 22 → Oct 23, 2025
1 business day (not counted)
17d
▶ Clock Running
Status: Assigned
Oct 23 → Nov 18, 2025
17 business days (counted)
Running total: 17 of ? biz days used
13d
▶ Clock Running
Status: Scheduled
Nov 18 → Dec 9, 2025
13 business days (counted)
Running total: 30 of ? biz days used
Created: Oct 22, 2025 Completed: Dec 9, 2025
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Oct 22 → Oct 22 Created ▶ Running 0 0
Oct 22 → Oct 23 Ready for Release ⏸ Paused 1 —
Oct 23 → Nov 18 Assigned ▶ Running 17 17
Nov 18 → Dec 9 Scheduled ▶ Running 13 30
Dispatch 0.3d
Holding 1.4d (excluded)
Coordinators 32.0d
Field Work 0.1d
Billing 4.0d
✗ SLA Missed
Dispatch
0.3 days
Holding (excluded from total)
1.4 days
Coordinators
32.0 days
Over SLA
Field Work
0.1 days
Billing
4.0 days
Over SLA
Created: Oct 22, 2025 Due: Nov 5, 2025 Completed: Dec 9, 2025 (33 days late)
📅
31.8 days Total Age
⏱️
18.0d in Assigned Longest Stage
🔄
7 transitions Status Changes
⚠️
32.5d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
1 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00537479
URGENT Philips WO Request
Closed
Taqiyy Coley Upon initial inspection of device failed, System Leak Verification: Pressure Drop over 10s OPERATOR FAIL cmH2O FAIL.
Priority
High
Origin
Email
Reason
New Case
Contact
Danny Williams
Owner
Kimberly Hardison
Created
Oct 22, 2025
Work Orders from this Case (1)
WO-01310807 (current) Invoiced
Repair • Patricia Gordon
Created: Oct 22, 2025 • Closed: Dec 9, 2025
Completed with significant delays
Invoiced • 133 days old
🚨
Primary Delay 18.0 days stuck in "Assigned"
⏱️
Total Delay 32.5 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.3d / 0.5d SLA
Ready for Release
1.4d
Assigned
18.0d / 0.5d SLA
Scheduled
14.0d / 2.0d SLA
Completed
0.1d / 1.0d SLA
Closed
0.2d / 1.0d SLA
Ready to Bill
4.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/09/2025 SRobinson- Created follow up WO as requested. (WO-01324453)

12/04/2025 Cever updated to Dec 8th per FSE

11/05/2025 EMartin quote amended on 11/01/25 awaiting approval currently in sent status to Danny Williams

11/03/2025 EMartin per FSE getting with Fady on device as it keeps failing the repair with multiply attempts 

10/23/2025 EMartin per FSE getting with Fady on device as it keeps failing the repair with multiply attempts 

10/22/2025 EMartin reached out to FSE via teams for update on device

🔧 Work Performed
while onsite, discovered one of the parts ordered, the contents of the box was not the correct part. Part# was correct but actual part was not. Returning part and need to reschedule repair.
🔍 Technician Findings
O2 connector needs replacement. Wrong part delivered.
⚠️ Problem Description
Taqiyy Coley Upon initial inspection of device failed, System Leak Verification: Pressure Drop over 10s OPERATOR FAIL cmH2O FAIL.
📄 Description
Philips Trilogy EV300 Hospital Ventilator (DS2200X11B / 989805661881)
📞 Call Description
Repair - Trade

Timeline

📞
Case Linked Oct 22, 1:18 PM
Case Number: 00537479
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Oct 22, 1:46 PM
Work Order: WO-01310807
Type: Repair
Priority: PC
✅
Status: Ready for Release by Erin Martin Oct 22, 4:28 PM
From: Entered
To: Ready for Release
Duration in Previous: 2h 42m
👷
▶
2 Technician Assigned Oct 23, 10:50 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Erin Martin
From: Ready for Release
To: Assigned
Duration in Previous: 18h 21m
🚨 18.0 business days
🗓️
▶
2 Status: Scheduled Nov 18, 10:56 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Erin Martin
Scheduled For: 2025-12-11T13:00:00.000+0000
🚨 11.0 business days
📅
Dispatch Scheduled by Cristina Everetts Dec 4, 8:13 AM
Scheduled For: 2025-12-08T13:00:00.000+0000
⏳ 4.0 business days
⏱️
Labor Added Dec 9, 8:16 AM
Type: Labor
Status: Open
Qty: 0.25
✔️
Status: Completed by Patricia Gordon Dec 9, 8:59 AM
From: Scheduled
To: Completed
Duration in Previous: 20d 22h
🏁
Status: Closed by Patricia Gordon Dec 9, 9:49 AM
From: Completed
To: Closed
Duration in Previous: 50m
📄
Status: Ready to Bill by Timothy Amburgey Dec 9, 11:07 AM
From: Closed
To: Ready to Bill
Duration in Previous: 1h 17m
⏳ 3.5 business days
💰
Status: Invoiced by Josh Longway Dec 12, 4:00 AM
From: Ready to Bill
To: Invoiced
Duration in Previous: 2d 16h

Bottlenecks

Assigned
Duration: 18.0 business days (threshold: 4.0 business hours)
Exceeded by 17.5 business days
Scheduled
Duration: 14.0 business days (threshold: 2.0 business days)
Exceeded by 12.0 business days
Ready to Bill
Duration: 4.0 business days (threshold: 1.0 business days)
Exceeded by 3.0 business days

🔗 Related Artifacts

📞
Case 00537479
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Repair
Branch
ERLA - PROD
Technician
Patricia Gordon
Scheduled
Dec 8, 8:00 AM
Created
Oct 22, 1:46 PM
Invoice #
N/A

Work Details (1)

Name Type Status Qty Amount Date
WL-03031063 Labor Open 0.25 $23.75 Dec 9, 8:16 AM

Details