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WO-01314446 ↗ ServiceMax

PHILIPS HEALTHCARE • Repair • PC

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

Nov 10, 2025 → Dec 14, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Nov 24, 2025
✗ SLA Missed (10 biz days late)
Active: 19 biz days
Paused: 2 biz days
🕐 Clock stopped: Completed (Dec 14, 2025)
▶ Clock Running
Status: Created
Nov 10 → Nov 11, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸ Clock Paused
Status: Ready for Release
Nov 11 → Nov 13, 2025
2 business days (not counted)
14d
▶ Clock Running
Status: Assigned
Nov 13 → Dec 5, 2025
14 business days (counted)
Running total: 14 of ? biz days used
5d
▶ Clock Running
Status: Scheduled
Dec 5 → Dec 14, 2025
5 business days (counted)
Running total: 19 of ? biz days used
Created: Nov 10, 2025 Completed: Dec 14, 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 5 Assigned ▶ Running 14 14
Dec 5 → Dec 14 Scheduled ▶ Running 5 19
Dispatch 0.2d
Holding 2.0d (excluded)
Coordinators 20.8d
Billing 1.5d
✗ SLA Missed
Dispatch
0.2 days
Holding (excluded from total)
2.0 days
Coordinators
20.8 days
Over SLA
Billing
1.5 days
Over SLA
Created: Nov 10, 2025 Due: Nov 24, 2025 Completed: Dec 14, 2025 (19 days late)
📅
21.2 days Total Age
⏱️
14.9d in Assigned Longest Stage
🔄
8 transitions Status Changes
⚠️
18.8d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

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 Invoiced
Repair • Alberto Galan
Created: Nov 10, 2025 • Closed: Dec 3, 2025
WO-01314446 (current) 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 14.9 days stuck in "Assigned"
⏱️
Total Delay 18.8 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
14.9d / 0.5d SLA
Scheduled
6.0d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA
07e-Partial Project
3.5d
Ready to Bill
1.5d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/05/2025 RArnold - Device needs further work. Updated to 12/12

12/05/2025 RArnold - Dispatching to Alberto

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
🔍 Technician Findings
N/A
⚠️ Problem Description
02 regulation error message.
📄 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, 5:13 PM
Work Order: WO-01314446
Type: Repair
Priority: PC
✅
Status: Ready for Release by Brandi Rodriguez Nov 11, 2:29 PM
From: Entered
To: Ready for Release
Duration in Previous: 21h 15m
⏳ 2.0 business days
👷
▶
2 Technician Assigned Nov 13, 11:49 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, 11:00 AM
Technician: Alberto Galan
⚠️ 9.0 business days
📅
▶
2 Dispatch Scheduled Dec 5, 11:22 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Rebecca Arnold
From: Assigned
To: Scheduled
Duration in Previous: 21d 23h
📅
Dispatch Scheduled by Rebecca Arnold Dec 5, 2:06 PM
Scheduled For: 2025-12-12T13:00:00.000+0000
⏳ 3.0 business days
📅
Dispatch Scheduled by Rebecca Arnold Dec 9, 3:49 PM
Scheduled For: 2025-12-11T13:00:00.000+0000
📅
Dispatch Scheduled by Rebecca Arnold Dec 10, 2:31 PM
Scheduled For: 2025-12-12T13:00:00.000+0000
⏳ 3.0 business days
⏱️
2x Labor Added Dec 12, 10:27 PM
Type: Labor
Status: Open
Qty: 2, 0.016666666666667
⏳ 0.2 business days
✔️
▶
2 Status: Completed Dec 14, 2:16 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Alberto Galan
From: Completed
To: Closed
Duration in Previous: 3m
⏳ 1.0 business days
⏱️
▶
2 Labor Added Dec 15, 3:00 PM
Labor Added → Status: 07e-Partial Project
📋
Status: 07e-Partial Project by Timothy Amburgey
From: Closed
To: 07e-Partial Project
Duration in Previous: 1d 0h
⏳ 4.0 business days
📄
Status: Ready to Bill by Timothy Amburgey Dec 18, 3:11 PM
From: 07e-Partial Project
To: Ready to Bill
Duration in Previous: 3d 0h
💰
Status: Invoiced by Josh Longway Dec 19, 4:00 AM
From: Ready to Bill
To: Invoiced
Duration in Previous: 12h 49m

Bottlenecks

Assigned
Duration: 14.9 business days (threshold: 4.0 business hours)
Exceeded by 14.4 business days
Scheduled
Duration: 6.0 business days (threshold: 2.0 business days)
Exceeded by 4.0 business days
Ready to Bill
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 3.8 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 12, 8:00 AM
Created
Nov 10, 5:13 PM
Invoice #
N/A

Work Details (3)

Name Type Status Qty Amount Date
WL-03036737 Labor Open 2 $190.00 Dec 12, 10:27 PM
WL-03036738 Labor Open 0.016666666666667 $155.00 Dec 12, 10:27 PM
WL-03038168 Labor Open 0.016666666666667 $38.00 Dec 15, 3:00 PM

Details