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WO-01314519 ↗ ServiceMax

PHILIPS HEALTHCARE • Repair • PC

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

Nov 11, 2025 → Dec 5, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Nov 25, 2025
✗ SLA Missed (4 biz days late)
Active: 14 biz days
Paused: 2 biz days
🕐 Clock stopped: Completed (Dec 6, 2025)
▶ Clock Running
Status: Created
Nov 11 → 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)
10d
▶ Clock Running
Status: Assigned
Nov 13 → Dec 1, 2025
10 business days (counted)
Running total: 10 of ? biz days used
4d
▶ Clock Running
Status: Scheduled
Dec 1 → Dec 6, 2025
4 business days (counted)
Running total: 14 of ? biz days used
Created: Nov 11, 2025 Completed: Dec 6, 2025
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Nov 11 → Nov 11 Created ▶ Running 0 0
Nov 11 → Nov 13 Ready for Release ⏸ Paused 2 —
Nov 13 → Dec 1 Assigned ▶ Running 10 10
Dec 1 → Dec 6 Scheduled ▶ Running 4 14
Holding 2.0d (excluded)
Coordinators 15.5d
Billing 5.0d
✗ SLA Missed
Holding (excluded from total)
2.0 days
Coordinators
15.5 days
Over SLA
Billing
5.0 days
Over SLA
Created: Nov 11, 2025 Due: Nov 25, 2025 Completed: Dec 6, 2025 (10 days late)
📅
16.0 days Total Age
⏱️
10.9d in Assigned Longest Stage
🔄
7 transitions Status Changes
⚠️
17.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
1 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00542848
URGENT Philips WO Request
Closed
FCO86600081, follow up repair - ASP EMSAR TO REPAIR. H3531974182D2 Needs system board, AECM and 3 way Solenoid
Priority
High
Origin
Email
Reason
New Case
Contact
Jon Schneider
Owner
Shelby Robinson
Created
Nov 11, 2025
Work Orders from this Case (2)
WO-01314518 Invoiced
Repair • Davon Cox
Created: Nov 11, 2025 • Closed: Dec 7, 2025
WO-01314519 (current) Invoiced
Repair • Alberto Galan
Created: Nov 11, 2025 • Closed: Dec 5, 2025
Completed with significant delays
Invoiced • 113 days old
🚨
Primary Delay 10.9 days stuck in "Assigned"
⏱️
Total Delay 17.0 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.0d / 0.5d SLA
Ready for Release
2.0d
Assigned
10.9d / 0.5d SLA
Scheduled
4.7d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
5.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/01/2025 RArnold - Dispatching to Alberto


11/21/2025 RArnold- PWO is still pending entitlement, Fady is working with the customer on PO

11/11/2025 Brod - Repair for device that failed FCO81. PWO pending entitlement

🔧 Work Performed
Incident
🔍 Technician Findings
N/A
⚠️ Problem Description
FCO86600081, follow up repair - ASP EMSAR TO REPAIR - H35319615E092 Need to replace system PCBA as error code - 156 Need to replace AECM and Solenoid Valve - Failed post test
📄 Description
Philips Trilogy EV300 Hospital Ventilator (DS2200X11B / 989805661881)
📞 Call Description
Repair - Trade

Timeline

📞
Case Linked Nov 11, 10:46 AM
Case Number: 00542848
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Nov 11, 10:55 AM
Work Order: WO-01314519
Type: Repair
Priority: PC
✅
Status: Ready for Release by Brandi Rodriguez Nov 11, 2:39 PM
From: Entered
To: Ready for Release
Duration in Previous: 3h 44m
⏳ 2.0 business days
👷
▶
2 Technician Assigned Nov 13, 11:57 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Brandi Rodriguez
From: Ready for Release
To: Assigned
Duration in Previous: 1d 21h
🚨 11.0 business days
🗓️
▶
3 Status: Scheduled Dec 1, 1:43 PM
Status: Scheduled → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Rebecca Arnold
Technician: Alberto Galan
📅
Dispatch Scheduled by Rebecca Arnold
Scheduled For: 2025-12-01T13:00:00.000+0000
📅
Dispatch Scheduled by Rebecca Arnold Dec 2, 12:12 PM
Scheduled For: 2025-12-05T13:00:00.000+0000
⏳ 4.0 business days
⏱️
Labor Added Dec 5, 8:05 PM
Type: Labor
Status: Open
Qty: 2.5
✔️
▶
2 Status: Completed Dec 5, 8:24 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Alberto Galan
From: Completed
To: Closed
Duration in Previous: 3m
⏳ 1.4 business days
📄
Status: Ready to Bill by Timothy Amburgey Dec 8, 9:44 AM
From: Closed
To: Ready to Bill
Duration in Previous: 2d 13h
⏳ 4.5 business days
💰
Status: Invoiced by Josh Longway Dec 12, 4:01 AM
From: Ready to Bill
To: Invoiced
Duration in Previous: 3d 18h

Bottlenecks

Assigned
Duration: 10.9 business days (threshold: 4.0 business hours)
Exceeded by 10.4 business days
Scheduled
Duration: 4.7 business days (threshold: 2.0 business days)
Exceeded by 2.7 business days
Ready to Bill
Duration: 5.0 business days (threshold: 1.0 business days)
Exceeded by 4.0 business days

🔗 Related Artifacts

📞
Case 00542848
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Repair
Branch
ERLA - PROD
Technician
Alberto Galan
Scheduled
Dec 5, 8:00 AM
Created
Nov 11, 10:55 AM
Invoice #
N/A

Work Details (1)

Name Type Status Qty Amount Date
WL-03028836 Labor Open 2.5 $237.50 Dec 5, 8:05 PM

Details