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← WO Overview

WO-01310986 ↗ ServiceMax

PHILIPS HEALTHCARE • Repair • PC

📍 Childrens Hospital Pittsburgh UPMC — 4401 Penn Ave, Pittsburgh PA, 15224

Oct 23, 2025 → Dec 19, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Nov 6, 2025
✗ SLA Missed (1 biz days late)
Active: 11 biz days
Paused: 27 biz days
🕐 Clock stopped: Completed (Dec 19, 2025)
▶ Clock Running
Status: Created
Oct 23 → Oct 24, 2025
1 business day (counted)
Running total: 1 of ? biz days used
⏸27d
⏸ Clock Paused
Status: Ready for Release
Oct 24 → Dec 5, 2025
27 business days (not counted)
5d
▶ Clock Running
Status: Assigned
Dec 5 → Dec 12, 2025
5 business days (counted)
Running total: 6 of ? biz days used
5d
▶ Clock Running
Status: Scheduled
Dec 12 → Dec 19, 2025
5 business days (counted)
Running total: 11 of ? biz days used
Created: Oct 23, 2025 Completed: Dec 19, 2025
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Oct 23 → Oct 24 Created ▶ Running 1 1
Oct 24 → Dec 5 Ready for Release ⏸ Paused 27 —
Dec 5 → Dec 12 Assigned ▶ Running 5 6
Dec 12 → Dec 19 Scheduled ▶ Running 5 11
Dispatch 1.2d
Holding 28.0d (excluded)
Coordinators 11.6d
Field Work 0.0d
Billing 2.5d
✗ SLA Missed
Dispatch
1.2 days
Over SLA
Holding (excluded from total)
28.0 days
Coordinators
11.6 days
Over SLA
Field Work
0.0 days
Billing
2.5 days
Over SLA
Created: Oct 23, 2025 Due: Nov 6, 2025 Completed: Dec 19, 2025 (42 days late)
📅
39.0 days Total Age
⏱️
28.0d in Ready for Release Longest Stage
🔄
8 transitions Status Changes
⚠️
11.4d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00537717
URGENT Philips WO Request
Closed
DEVICE FAILED THE FINAL TEST: OBM MISMATCH. : OBM VALVE FAILURE DEVICE NEEDS REPAIR DEVICE WILL NEED A SYSTEM PCBA AND OBM REPLACEMENT.
Priority
High
Origin
Email
Reason
New Case
Contact
Markus Starr
Owner
Shelby Robinson
Created
Oct 23, 2025
Work Orders from this Case (1)
WO-01310986 (current) Invoiced
Repair • Fanfan Siku
Created: Oct 23, 2025 • Closed: Dec 19, 2025
Completed with significant delays
Invoiced • 132 days old
🚨
Primary Delay 28.0 days stuck in "Ready for Release"
⏱️
Total Delay 11.4 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
1.2d / 0.5d SLA
Ready for Release
28.0d
Assigned
5.8d / 0.5d SLA
Scheduled
5.9d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA
07e-Partial Project
2.0d
Ready to Bill
2.5d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/12/2025 DMalloy - Parts Shipped. Dispatched for FSE Fanfan to be onsite on next week Friday, 12/19/2025 for the repair. Emailed customer.

starrma@upmc.edu


11/17/2025 DMalloy - Working with Field and FSE to make sure a PO is provided before going onsite.  


11/13/2025 DMalloy - Work Order no longer pending entitlement. FSE reaching out to the customer regarding the PO


11/10/2025 DMalloy - Work Order still pending entitlement. FSE to reach out to the customer to accept the quote..  


10/28/2025 DMalloy - Work Order still pending entitlement. FSE to reach out to the customer to accept the quote.  


10/22/2025 DMalloy - Fanfan will be returning to complete the remediations on the devices with serial numbers H298306908B14 and H2977474003C5. Dispatching for 10/22/2025.

🔧 Work Performed
REPAIR. REPLACING OBM, AND SUCCESSFULLY COMPLETING THE ALL TEST AND VERIFICATION
🔍 Technician Findings
N/A
⚠️ Problem Description
DEVICE FAILED THE FINAL TEST: OBM MISMATCH. : OBM VALVE FAILURE DEVICE NEEDS REPAIR DEVICE WILL NEED A SYSTEM PCBA AND OBM REPLACEMENT.
📄 Description
Philips Trilogy EV300 Hospital Ventilator (DS2200X11B / 989805661881)
📞 Call Description
Repair - Trade

Timeline

📞
Case Linked Oct 23, 9:43 AM
Case Number: 00537717
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Oct 23, 11:11 AM
Work Order: WO-01310986
Type: Repair
Priority: PC
✅
Status: Ready for Release by Deon Malloy Oct 23, 9:37 PM
From: Entered
To: Ready for Release
Duration in Previous: 10h 26m
🚨 28.3 business days
👷
▶
2 Technician Assigned Dec 5, 12:56 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Mandy Newman
From: Ready for Release
To: Assigned
Duration in Previous: 42d 16h
⚠️ 6.0 business days
📅
▶
2 Dispatch Scheduled Dec 12, 12:06 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Deon Malloy
From: Assigned
To: Scheduled
Duration in Previous: 6d 23h
⚠️ 6.0 business days
⏱️
▶
3 4x Labor Added Dec 19, 6:37 PM
4x Labor Added → Status: Completed → Status: Closed
✔️
Status: Completed by Fanfan Siku
From: Scheduled
To: Completed
Duration in Previous: 7d 6h
🏁
Status: Closed by Fanfan Siku
From: Completed
To: Closed
Duration in Previous: 1m
⏳ 1.7 business days
⏱️
Labor Added Dec 22, 10:42 AM
Type: Labor
Status: Open
Qty: 0.016666666666667
📋
Status: 07e-Partial Project by Timothy Amburgey Dec 22, 10:48 AM
From: Closed
To: 07e-Partial Project
Duration in Previous: 2d 16h
⏳ 2.0 business days
📄
Status: Ready to Bill by Timothy Amburgey Dec 23, 2:51 PM
From: 07e-Partial Project
To: Ready to Bill
Duration in Previous: 1d 4h
⏳ 2.5 business days
💰
Status: Invoiced by Josh Longway Dec 26, 4:00 AM
From: Ready to Bill
To: Invoiced
Duration in Previous: 2d 13h

Bottlenecks

Entered
Duration: 1.2 business days (threshold: 4.0 business hours)
Exceeded by 5.6 business hours
Assigned
Duration: 5.8 business days (threshold: 4.0 business hours)
Exceeded by 5.3 business days
Scheduled
Duration: 5.9 business days (threshold: 2.0 business days)
Exceeded by 3.9 business days
Closed
Duration: 1.0 business days (threshold: 1.0 business days)
Exceeded by 0.3 business hours
Ready to Bill
Duration: 2.5 business days (threshold: 1.0 business days)
Exceeded by 1.5 business days

🔗 Related Artifacts

📞
Case 00537717
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Repair
Branch
ERLA - PROD
Technician
Fanfan Siku
Scheduled
Dec 19, 8:00 AM
Created
Oct 23, 11:11 AM
Invoice #
N/A

Work Details (5)

Name Type Status Qty Amount Date
WL-03043988 Labor Open 1 $155.00 Dec 19, 6:37 PM
WL-03043989 Labor Open 3 $285.00 Dec 19, 6:37 PM
WL-03043990 Expenses Open 1 $0.00 Dec 19, 6:37 PM
WL-03043991 Travel Open 15 $0.00 Dec 19, 6:37 PM
WL-03045038 Labor Open 0.016666666666667 $38.00 Dec 22, 10:42 AM

Details