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WO-01313788 ↗ ServiceMax

PHILIPS HEALTHCARE • FCO • PC

📍 Med One Group - Raleigh — 3811 Tarheel Drive Suite 109, Raleigh NC, 27609

Nov 7, 2025 → Nov 16, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Dec 31, 2026
✓ SLA Met (279 biz days early)
Active: 4 biz days
🕐 Clock stopped: Completed (Nov 16, 2025)
1d
▶ Clock Running
Status: Created
Nov 7 → Nov 11, 2025
1 business day (counted)
Running total: 1 of ? biz days used
1d
▶ Clock Running
Status: Ready for Scheduling
Nov 11 → Nov 12, 2025
1 business day (counted)
Running total: 2 of ? biz days used
▶ Clock Running
Status: Scheduled
Nov 12 → Nov 12, 2025
0 business days (counted)
Running total: 2 of ? biz days used
2d
▶ Clock Running
Status: Tech On Site
Nov 12 → Nov 16, 2025
2 business days (counted)
Running total: 4 of ? biz days used
Created: Nov 7, 2025 Completed: Nov 16, 2025
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Nov 7 → Nov 11 Created ▶ Running 1 1
Nov 11 → Nov 12 Ready for Scheduling ▶ Running 1 2
Nov 12 → Nov 12 Scheduled ▶ Running 0 2
Nov 12 → Nov 16 Tech On Site ▶ Running 2 4
Dispatch 1.3d
Coordinators 2.0d
Field Work 2.0d
Billing 1.3d
✓ SLA Met
Dispatch
1.3 days
Over SLA
Coordinators
2.0 days
Field Work
2.0 days
Over SLA
Billing
1.3 days
Over SLA
Created: Nov 7, 2025 Due: Dec 31, 2026 Completed: Nov 16, 2025 (410 days early)
📅
4.3 days Total Age
⏱️
3.0d in 07e-Partial Project Longest Stage
🔄
7 transitions Status Changes
⚠️
3.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
👤 Self-scheduled by Ryan Lewis — scheduling delays attributed to technician, not coordinators
Visit 1 Nov 11, 2025
Visit 2 Nov 12, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00542217
URGENT Philips WO Request
Closed
Trilogy EV300 Ventilator - Machine Flow Sensor Inaccurate Flow Measurements and/or Delivery
Priority
High
Origin
Email
Reason
New Case
Contact
Chad Agliam
Owner
Kimberly Hardison
Created
Nov 7, 2025
Work Orders from this Case (3)
WO-01313785 Invoiced
FCO • Marvin Rivas
Created: Nov 7, 2025 • Closed: Nov 16, 2025
WO-01313788 (current) Invoiced
FCO • Ryan Lewis
Created: Nov 7, 2025 • Closed: Nov 16, 2025
WO-01313789 Invoiced
FCO • Ryan Lewis
Created: Nov 7, 2025 • Closed: Nov 16, 2025
Completed with minor delays
Invoiced • 117 days old
🚨
Primary Delay 3.0 days stuck in "07e-Partial Project"
⏱️
Total Delay 3.0 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
1.3d / 0.5d SLA
Ready for Scheduling
1.0d / 1.0d SLA
Scheduled
1.0d / 2.0d SLA
Tech On Site
2.0d / 1.0d SLA
Closed
2.0d / 1.0d SLA
07e-Partial Project
3.0d
Ready to Bill
1.3d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/07/2025 EMartin dispatching to FSE onsite per request for SN# H33492282FE7D, H334978375055

located at MedOne in Raleigh, NC

🔧 Work Performed
FCO
🔍 Technician Findings
FCO
⚠️ Problem Description
Trilogy EV300 Ventilator - Machine Flow Sensor Inaccurate Flow Measurements and/or Delivery
📄 Description
Philips Trilogy EV300 Hospital Ventilator (DS2200X11B / 989805661881)
📞 Call Description
FCO86600081

Timeline

📞
Case Linked Nov 7, 4:27 PM
Case Number: 00542217
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Nov 7, 4:59 PM
Work Order: WO-01313788
Type: FCO
Priority: PC
⏳ 1.9 business days
📅
Status: Ready for Scheduling by Cristina Everetts Nov 11, 11:19 AM
From: Entered
To: Ready for Scheduling
Duration in Previous: 3d 18h
👷
▶
3 Technician Assigned Nov 12, 9:32 AM
Technician Assigned → Status: Scheduled → Dispatch Scheduled
🗓️
Status: Scheduled by Erin Martin
From: Ready for Scheduling
To: Scheduled
Duration in Previous: 22h 12m
📅
Dispatch Scheduled by Erin Martin
Scheduled For: 2025-11-11T17:00:00.000+0000, 2025-11-11T13:00:00.000+0000
👷
Technician Assigned by Erin Martin Nov 12, 11:34 AM
Technician: Ryan Lewis
🔧
▶
2 Status: Tech On Site Nov 12, 6:55 PM
Status: Tech On Site → 3x Labor Added
⏱️
3x Labor Added
Type: Labor
Status: Open
Qty: 4, 0.75, 3
💵
Expenses Added Nov 12, 7:04 PM
Type: Expenses
Status: Open
Qty: 1
⏳ 2.6 business days
✔️
Status: Completed by Ryan Lewis Nov 16, 8:57 AM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 3d 14h, 0m
⏳ 2.0 business days
⏱️
▶
2 Labor Added Nov 18, 11:17 AM
Labor Added → Status: 07e-Partial Project
📋
Status: 07e-Partial Project by Timothy Amburgey
From: Closed
To: 07e-Partial Project
Duration in Previous: 2d 2h
⏳ 3.0 business days
📄
Status: Ready to Bill by Timothy Amburgey Nov 20, 4:42 PM
From: 07e-Partial Project
To: Ready to Bill
Duration in Previous: 2d 5h
💰
Status: Invoiced by Josh Longway Nov 21, 4:01 AM
From: Ready to Bill
To: Invoiced
Duration in Previous: 11h 19m
🚨 14.0 business days
🧾
Invoice Created Dec 12, 12:14 PM
Invoice Number: SM-247252

Bottlenecks

Entered
Duration: 1.3 business days (threshold: 4.0 business hours)
Exceeded by 6.0 business hours
Tech On Site
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.3 business hours

🔗 Related Artifacts

📞
Case 00542217
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
FCO
Branch
ERLA - PROD
Technician
Ryan Lewis
Scheduled
Nov 11, 8:00 AM
Created
Nov 7, 4:59 PM
Invoice #
SM-247252

Work Details (5)

Name Type Status Qty Amount Date
WL-03005330 Labor Open 4 $0.00 Nov 12, 6:59 PM
WL-03005331 Labor Open 0.75 $155.00 Nov 12, 6:59 PM
WL-03005332 Labor Open 3 $237.50 Nov 12, 6:59 PM
WL-03005348 Expenses Open 1 $0.00 Nov 12, 7:04 PM
WL-03011026 Labor Open 0.016666666666667 $38.00 Nov 18, 11:17 AM

Details