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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01311341 ↗ ServiceMax

PHILIPS HEALTHCARE • Repair • PC

📍 Shelby Baptist Medical Center — 1000 1st St N, Alabaster AL, 35007

Oct 24, 2025 → Nov 25, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Nov 7, 2025
✗ SLA Missed (11 biz days late)
Active: 21 biz days
🕐 Clock stopped: Completed (Nov 25, 2025)
1d
▶ Clock Running
Status: Created
Oct 24 → Oct 27, 2025
1 business day (counted)
Running total: 1 of ? biz days used
20d
▶ Clock Running
Status: Assigned
Oct 27 → Nov 25, 2025
20 business days (counted)
Running total: 21 of ? biz days used
▶ Clock Running
Status: Scheduled
Nov 25 → Nov 25, 2025
0 business days (counted)
Running total: 21 of ? biz days used
Created: Oct 24, 2025 Completed: Nov 25, 2025
Show SLA Clock Detail (3 periods)
Period Status Clock Biz Days Running Total
Oct 24 → Oct 27 Created ▶ Running 1 1
Oct 27 → Nov 25 Assigned ▶ Running 20 21
Nov 25 → Nov 25 Scheduled ▶ Running 0 21
Dispatch 1.5d
Coordinators 21.1d
Field Work 0.3d
Billing 0.5d
✗ SLA Missed
Dispatch
1.5 days
Over SLA
Coordinators
21.1 days
Over SLA
Field Work
0.3 days
Billing
0.5 days
Created: Oct 24, 2025 Due: Nov 7, 2025 Completed: Nov 26, 2025 (18 days late)
📅
21.6 days Total Age
⏱️
21.0d in Assigned Longest Stage
🔄
7 transitions Status Changes
⚠️
21.5d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00538285
URGENT Philips WO Request
Closed
Priority
High
Origin
Email
Reason
New Case
Contact
EMSAR EMSAR
Owner
John Rolston
Created
Oct 24, 2025
Work Orders from this Case (1)
WO-01311341 (current) Invoiced
Repair • Samuel Biddie
Created: Oct 24, 2025 • Closed: Nov 25, 2025
Completed with significant delays
Invoiced • 131 days old
🚨
Primary Delay 21.0 days stuck in "Assigned"
⏱️
Total Delay 21.5 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
1.5d / 0.5d SLA
Assigned
21.0d / 0.5d SLA
Scheduled
0.1d / 2.0d SLA
Completed
0.3d / 1.0d SLA
Closed
1.0d / 1.0d SLA
07e-Partial Project
0.8d
Ready to Bill
0.5d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
11/25/2025 EMartin dispatching to FSE onsite per request

11/25/2025 EMartin per email from Fady to Vince hard copy PO rcvd FSE will be onsite today to evaluate the device PWO still pending entitlement 

11/18/2025 EMartin sent email to vince.vosteen@orlandohealth.com for update on device 


11/03/2025 EMartin sent follow up email vince.vosteen@orlandohealth.com asking for update on device for field to send quotes and get hard copy PO 

10/27/2025 EMartin called 205.620.8198 / Vince Vosteen left VM sent follow up email vince.vosteen@orlandohealth.com looped in field to assist with quotes and PO 

🔧 Work Performed
Customer said the device is NOT available for clinical use because it's showing an O2 regulation alarm Case 0125491048
🔍 Technician Findings
=Repair needed
⚠️ Problem Description
Customer said the device is NOT available for clinical use because it's showing an O2 regulation alarm Case 0125491048
📄 Description
Philips Trilogy EV300 Hospital Ventilator (DS2200X11B / 989805661881)
📞 Call Description
Repair - Trade

Timeline

📞
Case Linked Oct 24, 3:33 PM
Case Number: 00538285
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Oct 24, 3:43 PM
Work Order: WO-01311341
Type: Repair
Priority: PC
⏳ 2.0 business days
👷
▶
2 Status: Assigned Oct 27, 9:17 AM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Erin Martin
Technician: Samuel Biddie
🚨 21.0 business days
🗓️
▶
2 Status: Scheduled Nov 25, 4:18 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Erin Martin
Scheduled For: 2025-11-25T17:00:00.000+0000, 2025-11-25T13:00:00.000+0000
✔️
▶
2 Status: Completed Nov 25, 5:03 PM
Status: Completed → 5x Labor Added
⏱️
5x Labor Added
Type: Labor, Travel
Status: Open
Qty: 1.5, 3, 49
🏁
Status: Closed by Samuel Biddie Nov 25, 7:34 PM
From: Completed
To: Closed
Duration in Previous: 2h 31m
⏱️
Labor Added Nov 26, 8:52 AM
Type: Labor
Status: Open
Qty: 0.016666666666667
📋
Status: 07e-Partial Project by Timothy Amburgey Nov 26, 8:57 AM
From: Closed
To: 07e-Partial Project
Duration in Previous: 13h 22m
📄
Status: Ready to Bill by Timothy Amburgey Nov 26, 3:01 PM
From: 07e-Partial Project
To: Ready to Bill
Duration in Previous: 6h 3m
⏳ 1.0 business days
💰
Status: Invoiced by Josh Longway Nov 28, 4:01 AM
From: Ready to Bill
To: Invoiced
Duration in Previous: 1d 12h

Bottlenecks

Entered
Duration: 1.5 business days (threshold: 4.0 business hours)
Exceeded by 1.0 business days
Assigned
Duration: 21.0 business days (threshold: 4.0 business hours)
Exceeded by 20.5 business days

🔗 Related Artifacts

📞
Case 00538285
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Repair
Branch
ERLA - PROD
Technician
Samuel Biddie
Scheduled
Nov 25, 8:00 AM
Created
Oct 24, 3:43 PM
Invoice #
N/A

Work Details (6)

Name Type Status Qty Amount Date
WL-03020078 Labor Open 1.5 $0.00 Nov 25, 5:08 PM
WL-03020079 Labor Open 3 $285.00 Nov 25, 5:08 PM
WL-03020080 Labor Open 1 $155.00 Nov 25, 5:08 PM
WL-03020081 Travel Open 49 $0.00 Nov 25, 5:08 PM
WL-03020082 Travel Open 49 $0.00 Nov 25, 5:08 PM
WL-03020616 Labor Open 0.016666666666667 $38.00 Nov 26, 8:52 AM

Details