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← WO Overview

WO-01310814 ↗ ServiceMax

PHILIPS HEALTHCARE • Repair • PC

📍 Emory University Hospital Midtown — 550 Peachtree St NE, Atlanta GA, 30308

Oct 22, 2025 → Nov 11, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Nov 5, 2025
✗ SLA Missed (3 biz days late)
Active: 13 biz days
🕐 Clock stopped: Completed (Nov 11, 2025)
▶ Clock Running
Status: Created
Oct 22 → Oct 22, 2025
0 business days (counted)
Running total: 0 of ? biz days used
13d
▶ Clock Running
Status: Assigned
Oct 22 → Nov 10, 2025
13 business days (counted)
Running total: 13 of ? biz days used
▶ Clock Running
Status: Scheduled
Nov 10 → Nov 11, 2025
0 business days (counted)
Running total: 13 of ? biz days used
▶ Clock Running
Status: Tech On Site
Nov 11 → Nov 11, 2025
0 business days (counted)
Running total: 13 of ? biz days used
Created: Oct 22, 2025 Completed: Nov 11, 2025
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Oct 22 → Oct 22 Created ▶ Running 0 0
Oct 22 → Nov 10 Assigned ▶ Running 13 13
Nov 10 → Nov 11 Scheduled ▶ Running 0 13
Nov 11 → Nov 11 Tech On Site ▶ Running 0 13
Dispatch 0.3d
Coordinators 14.4d
Billing 1.3d
✗ SLA Missed
Dispatch
0.3 days
Coordinators
14.4 days
Over SLA
Billing
1.3 days
Over SLA
Created: Oct 22, 2025 Due: Nov 5, 2025 Completed: Nov 11, 2025 (5 days late)
📅
13.7 days Total Age
⏱️
13.4d in Assigned Longest Stage
🔄
7 transitions Status Changes
⚠️
13.2d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
7 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00537482
URGENT Philips WO Request
Closed
external battery connector is damaged
Priority
High
Origin
Email
Reason
New Case
Contact
Tifany White
Owner
Kimberly Hardison
Created
Oct 22, 2025
Work Orders from this Case (1)
WO-01310814 (current) Invoiced
Repair • Bruce Ballard
Created: Oct 22, 2025 • Closed: Nov 11, 2025
Completed with significant delays
Invoiced • 133 days old
🚨
Primary Delay 13.4 days stuck in "Assigned"
⏱️
Total Delay 13.2 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
Assigned
13.4d / 0.5d SLA
Scheduled
1.0d / 2.0d SLA
Tech On Site
0.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA
07e-Partial Project
2.0d
Ready to Bill
1.3d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
11/10/2025 EMartin sent email to Tiffany advising parts delivered FSE onsite tomorrow to complete repair

11/03/2025 EMartin Fady sent email to Tiffany with updated quote asked for PO

10/28/2025 EMartin Fady sent email to Tiffany advising he will send new quote for hard copy PO 

10/22/2025 EMartin FSE sent email to Tiffany letting her know battery connector was broken before FCO could be completed advised FSE repair WO for FSE to send update to Tiffany for quotes and hard copy PO

🔧 Work Performed
Replaced external battery connector
🔍 Technician Findings
Replaced external battery connector
⚠️ Problem Description
external battery connector is damaged
📄 Description
Philips Trilogy EV300 Hospital Ventilator (DS2200X11B / 989805661881)
📞 Call Description
Repair - Trade

Timeline

📞
Case Linked Oct 22, 1:22 PM
Case Number: 00537482
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Oct 22, 2:03 PM
Work Order: WO-01310814
Type: Repair
Priority: PC
👷
▶
2 Technician Assigned Oct 22, 4:26 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Erin Martin
From: Entered
To: Assigned
Duration in Previous: 2h 22m
🚨 13.9 business days
🗓️
▶
2 Status: Scheduled Nov 10, 9:41 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Erin Martin
Scheduled For: 2025-11-11T13:00:00.000+0000
🔧
Status: Tech On Site by Bruce Ballard Nov 11, 9:19 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 23h 37m
⏱️
3x Labor Added Nov 11, 5:40 PM
Type: Labor
Status: Open
Qty: 1, 3
💵
3x Expenses Added Nov 11, 5:51 PM
Type: Expenses, Travel
Status: Open
Qty: 1, 20
✔️
Status: Completed by Bruce Ballard Nov 11, 6:01 PM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 8h 42m, 0m
⏱️
Labor Added Nov 12, 10:05 AM
Type: Labor
Status: Open
Qty: 0.016666666666667
📋
Status: 07e-Partial Project by Timothy Amburgey Nov 12, 10:11 AM
From: Closed
To: 07e-Partial Project
Duration in Previous: 16h 8m
⏳ 2.0 business days
📄
Status: Ready to Bill by Timothy Amburgey Nov 13, 4:34 PM
From: 07e-Partial Project
To: Ready to Bill
Duration in Previous: 1d 6h
💰
Status: Invoiced by Josh Longway Nov 14, 4:01 AM
From: Ready to Bill
To: Invoiced
Duration in Previous: 11h 26m
⏳ 3.0 business days
🧾
Invoice Created Nov 18, 3:48 PM
Invoice Number: SM-246578

Bottlenecks

Assigned
Duration: 13.4 business days (threshold: 4.0 business hours)
Exceeded by 12.9 business days
Ready to Bill
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.4 business hours

🔗 Related Artifacts

📞
Case 00537482
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Repair
Branch
ERLA - PROD
Technician
Bruce Ballard
Scheduled
Nov 11, 8:00 AM
Created
Oct 22, 2:03 PM
Invoice #
SM-246578

Work Details (7)

Name Type Status Qty Amount Date
WL-03003790 Labor Open 1 $0.00 Nov 11, 5:40 PM
WL-03003791 Labor Open 3 $285.00 Nov 11, 5:40 PM
WL-03003792 Labor Open 1 $155.00 Nov 11, 5:40 PM
WL-03003797 Expenses Open 1 $0.00 Nov 11, 5:51 PM
WL-03003798 Travel Open 20 $0.00 Nov 11, 5:51 PM
WL-03003799 Travel Open 20 $0.00 Nov 11, 5:51 PM
WL-03004362 Labor Open 0.016666666666667 $38.00 Nov 12, 10:05 AM

Details