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← WO Overview

WO-01314840 ↗ ServiceMax

PHILIPS HEALTHCARE • FCO • PC

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

Nov 12, 2025 → Nov 16, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Jan 8, 2026
✓ SLA Met (34 biz days early)
Active: 3 biz days
🕐 Clock stopped: Completed (Nov 17, 2025)
▶ Clock Running
Status: Created
Nov 12 → Nov 12, 2025
0 business days (counted)
Running total: 0 of ? biz days used
2d
▶ Clock Running
Status: Scheduled
Nov 12 → Nov 14, 2025
2 business days (counted)
Running total: 2 of ? biz days used
1d
▶ Clock Running
Status: Tech On Site
Nov 14 → Nov 17, 2025
1 business day (counted)
Running total: 3 of ? biz days used
Created: Nov 12, 2025 Completed: Nov 17, 2025
Show SLA Clock Detail (3 periods)
Period Status Clock Biz Days Running Total
Nov 12 → Nov 12 Created ▶ Running 0 0
Nov 12 → Nov 14 Scheduled ▶ Running 2 2
Nov 14 → Nov 17 Tech On Site ▶ Running 1 3
Dispatch 0.0d
Coordinators 2.7d
Field Work 1.1d
✓ SLA Met
Dispatch
0.0 days
Coordinators
2.7 days
Over SLA
Field Work
1.1 days
Over SLA
Created: Nov 12, 2025 Due: Jan 8, 2026 Completed: Nov 17, 2025 (52 days early)
📅
2.8 days Total Age
⏱️
2.7d in Scheduled Longest Stage
🔄
5 transitions Status Changes
⚠️
1.8d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
2 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00543311
URGENT Philips WO Request
Closed
Priority
High
Origin
Email
Reason
New Case
Contact
Erin Martin
Owner
John Rolston
Created
Nov 12, 2025
Work Orders from this Case (2)
WO-01314839 Invoiced
FCO • Marvin Rivas
Created: Nov 12, 2025 • Closed: Nov 20, 2025
WO-01314840 (current) Invoiced
FCO • Marvin Rivas
Created: Nov 12, 2025 • Closed: Nov 16, 2025
Completed with minor delays
Invoiced • 112 days old
🚨
Primary Delay 2.7 days stuck in "Scheduled"
⏱️
Total Delay 1.8 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
Scheduled
2.7d / 2.0d SLA
Tech On Site
1.1d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/07/2025 EMartin dispatching to FSE onsite per request for SN# H29569721CE01, H302351316C37, H29569705BB95


located at MedOne in Raleigh, NC

🔧 Work Performed
H29569705BB95 - System PCBA replacement needed. Pilot sensor zero (0) reading during testing. Multiple sensor errors. Software 1.05.10.00 reloaded. System placed in ship mode. Three-way and proportional valves reseated and torqued. Device reassembled and performed a full diagnostic test. DUT continues to fail pilot [System PCBA sensor] reading. Incident case open, and system PCBA has been added to quote for approval.
🔍 Technician Findings
Pilot sensor reading[0].
⚠️ 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 12, 12:46 PM
Case Number: 00543311
Subject: URGENT Philips WO Request
Status: Closed
📋
▶
4 Work Order Created Nov 12, 1:08 PM
Work Order Created → Technician Assigned → Status: Scheduled → Dispatch Scheduled
👷
Technician Assigned by Erin Martin
Technician: Marvin Rivas
🗓️
Status: Scheduled by Erin Martin
From: Entered
To: Scheduled
Duration in Previous: 3m
📅
Dispatch Scheduled by Erin Martin
Scheduled For: 2025-11-12T17:00:00.000+0000, 2025-11-12T13:00:00.000+0000
⏳ 3.0 business days
🔧
Status: Tech On Site by Marvin Rivas Nov 14, 10:08 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 20h
⏳ 1.0 business days
⏱️
2x Labor Added Nov 16, 3:20 PM
Type: Labor
Status: Open
Qty: 3, 0.5
✔️
▶
2 Status: Completed Nov 16, 7:46 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Marvin Rivas
From: Completed
To: Closed
Duration in Previous: 4m
⏳ 2.0 business days
📄
Status: Ready to Bill by Timothy Amburgey Nov 18, 11:16 AM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 1d 15h, 0m
⏳ 3.0 business days
🧾
Invoice Created Nov 20, 4:52 PM
Invoice Number: SM-246827

Bottlenecks

Scheduled
Duration: 2.7 business days (threshold: 2.0 business days)
Exceeded by 5.8 business hours
Tech On Site
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 0.8 business hours
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00543311
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
FCO
Branch
ERLA - PROD
Technician
Marvin Rivas
Scheduled
Nov 12, 8:00 AM
Created
Nov 12, 1:08 PM
Invoice #
SM-246827

Work Details (2)

Name Type Status Qty Amount Date
WL-03009179 Labor Open 3 $0.00 Nov 16, 3:20 PM
WL-03009180 Labor Open 0.5 $0.00 Nov 16, 3:20 PM

Details