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WO-01314445 ↗ ServiceMax

PHILIPS HEALTHCARE • Repair • PC

📍 Stony Brook University Hospital — 101 Nicolls Rd, Stony Brook NY, 11794

Nov 10, 2025 → Dec 3, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Nov 24, 2025
✗ SLA Missed (3 biz days late)
Active: 12 biz days
Paused: 2 biz days
🕐 Clock stopped: Completed (Dec 3, 2025)
▶ Clock Running
Status: Created
Nov 10 → Nov 11, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸2d
⏸ Clock Paused
Status: Ready for Release
Nov 11 → Nov 13, 2025
2 business days (not counted)
12d
▶ Clock Running
Status: Assigned
Nov 13 → Dec 3, 2025
12 business days (counted)
Running total: 12 of ? biz days used
▶ Clock Running
Status: Scheduled
Dec 3 → Dec 3, 2025
0 business days (counted)
Running total: 12 of ? biz days used
Created: Nov 10, 2025 Completed: Dec 3, 2025
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Nov 10 → Nov 11 Created ▶ Running 0 0
Nov 11 → Nov 13 Ready for Release ⏸ Paused 2 —
Nov 13 → Dec 3 Assigned ▶ Running 12 12
Dec 3 → Dec 3 Scheduled ▶ Running 0 12
Dispatch 0.2d
Holding 2.0d (excluded)
Coordinators 13.2d
Field Work 0.8d
Billing 1.3d
✗ SLA Missed
Dispatch
0.2 days
Holding (excluded from total)
2.0 days
Coordinators
13.2 days
Over SLA
Field Work
0.8 days
Billing
1.3 days
Over SLA
Created: Nov 10, 2025 Due: Nov 24, 2025 Completed: Dec 3, 2025 (8 days late)
📅
14.2 days Total Age
⏱️
12.9d in Assigned Longest Stage
🔄
8 transitions Status Changes
⚠️
12.9d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
4 lines Work Details
🏠
2 visits On-Site Trips
📋
Coordinator Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
Visit 1 Dec 2, 2025
Visit 2 Dec 3, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00542665
URGENT Philips WO Request
Closed
intermittent o2 regulation alarm while on a patient
Priority
High
Origin
Email
Reason
New Case
Contact
Jon Schneider
Owner
Shelby Robinson
Created
Nov 10, 2025
Work Orders from this Case (6)
WO-01314441 Invoiced
Repair • Davon Cox
Created: Nov 10, 2025 • Closed: Dec 5, 2025
WO-01314442 Invoiced
Repair • Davon Cox
Created: Nov 10, 2025 • Closed: Dec 5, 2025
WO-01314444 Invoiced
Repair • Davon Cox
Created: Nov 10, 2025 • Closed: Dec 7, 2025
WO-01314445 (current) Invoiced
Repair • Alberto Galan
Created: Nov 10, 2025 • Closed: Dec 3, 2025
WO-01314446 Invoiced
Repair • Alberto Galan
Created: Nov 10, 2025 • Closed: Dec 14, 2025
WO-01314447 Invoiced
Repair • Davon Cox
Created: Nov 10, 2025 • Closed: Dec 7, 2025
Completed with significant delays
Invoiced • 114 days old
🚨
Primary Delay 12.9 days stuck in "Assigned"
⏱️
Total Delay 12.9 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.2d / 0.5d SLA
Ready for Release
2.0d
Assigned
12.9d / 0.5d SLA
Scheduled
0.3d / 2.0d SLA
Completed
0.8d / 1.0d SLA
Closed
1.1d / 1.0d SLA
07e-Partial Project
0.6d
Ready to Bill
1.3d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/01/2025 RArnold -PWO in new status. WO will be on demand


11/25/2025 RArnold - Fady is working with the customer on how they want to proceed.

11/21/2025 RArnold - Fady is working with the customer on how they want to proceed.

11/11/2025 Brod - Customer called in repair for device - intermittent o2 regulation alarm while on a patient

🔧 Work Performed
Incident: Repair
🔍 Technician Findings
N/A
⚠️ Problem Description
intermittent o2 regulation alarm while on a patient
📄 Description
Philips Trilogy EV300 Hospital Ventilator (DS2200X11B / 989805661881)
📞 Call Description
Repair - Trade

Timeline

📞
Case Linked Nov 10, 4:49 PM
Case Number: 00542665
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Nov 10, 5:12 PM
Work Order: WO-01314445
Type: Repair
Priority: PC
✅
Status: Ready for Release by Brandi Rodriguez Nov 11, 2:27 PM
From: Entered
To: Ready for Release
Duration in Previous: 21h 15m
⏳ 2.0 business days
👷
▶
2 Technician Assigned Nov 13, 11:46 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Brandi Rodriguez
From: Ready for Release
To: Assigned
Duration in Previous: 1d 21h
⚠️ 7.0 business days
👷
Technician Assigned by Rebecca Arnold Nov 21, 10:58 AM
Technician: Alberto Galan
⚠️ 7.0 business days
🗓️
▶
2 Status: Scheduled Dec 3, 9:02 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Rebecca Arnold
Scheduled For: 2025-12-03T13:00:00.000+0000
⏱️
3x Labor Added Dec 3, 11:19 AM
Type: Labor
Status: Open
Qty: 2, 0.25
✔️
Status: Completed by Alberto Galan Dec 3, 11:25 AM
From: Scheduled
To: Completed
Duration in Previous: 2h 22m
🏁
Status: Closed by Alberto Galan Dec 3, 5:55 PM
From: Completed
To: Closed
Duration in Previous: 6h 30m
⏱️
▶
2 Labor Added Dec 4, 11:51 AM
Labor Added → Status: 07e-Partial Project
📋
Status: 07e-Partial Project by Timothy Amburgey
From: Closed
To: 07e-Partial Project
Duration in Previous: 17h 59m
📄
Status: Ready to Bill by Timothy Amburgey Dec 4, 4:28 PM
From: 07e-Partial Project
To: Ready to Bill
Duration in Previous: 4h 32m
💰
Status: Invoiced by Josh Longway Dec 5, 4:01 AM
From: Ready to Bill
To: Invoiced
Duration in Previous: 11h 32m
🚨 28.0 business days
🧾
Invoice Created Jan 15, 4:53 PM
Invoice Number: SM-248276

Bottlenecks

Assigned
Duration: 12.9 business days (threshold: 4.0 business hours)
Exceeded by 12.4 business days
Closed
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 1.1 business hours
Ready to Bill
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.5 business hours

🔗 Related Artifacts

📞
Case 00542665
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Repair
Branch
ERLA - PROD
Technician
Alberto Galan
Scheduled
Dec 3, 8:00 AM
Created
Nov 10, 5:12 PM
Invoice #
SM-248276

Work Details (4)

Name Type Status Qty Amount Date
WL-03024835 Labor Open 2 $155.00 Dec 3, 11:19 AM
WL-03024836 Labor Open 2 $190.00 Dec 3, 11:19 AM
WL-03024837 Labor Open 0.25 $23.75 Dec 3, 11:19 AM
WL-03026237 Labor Open 0.016666666666667 $38.00 Dec 4, 11:51 AM

Details