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WO-01316867 ↗ ServiceMax

PHILIPS HEALTHCARE • Repair • PC

📍 ROCKDALE MED CTR — 1412 Milstead Ave NE, Conyers GA, 30012

Nov 24, 2025 → Dec 31, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Dec 8, 2025
✗ SLA Missed (16 biz days late)
Active: 24 biz days
🕐 Clock stopped: Completed (Jan 1, 2026)
▶ Clock Running
Status: Created
Nov 24 → Nov 24, 2025
0 business days (counted)
Running total: 0 of ? biz days used
20d
▶ Clock Running
Status: Assigned
Nov 24 → Dec 24, 2025
20 business days (counted)
Running total: 20 of ? biz days used
3d
▶ Clock Running
Status: Scheduled
Dec 24 → Dec 30, 2025
3 business days (counted)
Running total: 23 of ? biz days used
▶ Clock Running
Status: Tech On Site
Dec 30 → Jan 1, 2026
1 business day (counted)
Running total: 24 of ? biz days used
Created: Nov 24, 2025 Completed: Jan 1, 2026
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Nov 24 → Nov 24 Created ▶ Running 0 0
Nov 24 → Dec 24 Assigned ▶ Running 20 20
Dec 24 → Dec 30 Scheduled ▶ Running 3 23
Dec 30 → Jan 1 Tech On Site ▶ Running 1 24
Dispatch 0.0d
Coordinators 24.5d
Field Work 1.4d
Billing 1.3d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
24.5 days
Over SLA
Field Work
1.4 days
Over SLA
Billing
1.3 days
Over SLA
Created: Nov 24, 2025 Due: Dec 8, 2025 Completed: Jan 1, 2026 (23 days late)
📅
25.0 days Total Age
⏱️
21.0d in Assigned Longest Stage
🔄
8 transitions Status Changes
⚠️
30.7d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
4 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 Bruce Ballard — scheduling delays attributed to technician, not coordinators
Visit 1 Dec 30, 2025
Visit 2 Dec 31, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00546277
URGENT Philips WO Request
Closed
FCO81 Failed System Setup Active Exhalation Verification: S(+) P(+): Pilot: Reading 28.54 cmH2O 25.50 28.50 FAIL
Priority
High
Origin
Email
Reason
New Case
Contact
Erika Reovan
Owner
Shelby Robinson
Created
Nov 24, 2025
Work Orders from this Case (1)
WO-01316867 (current) Invoiced
Repair • Bruce Ballard
Created: Nov 24, 2025 • Closed: Dec 31, 2025
Completed with significant delays
Invoiced • 100 days old
🚨
Primary Delay 21.0 days stuck in "Assigned"
⏱️
Total Delay 30.7 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
Assigned
21.0d / 0.5d SLA
Scheduled
3.5d / 2.0d SLA
Tech On Site
1.4d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
9.0d / 1.0d SLA
07e-Partial Project
2.0d
Ready to Bill
1.3d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/22/2025 EMartin Fady rcvd PO sent to quotes to get parts ordered 

12/19/2025 RArnold - PWO still pending entitlement

12/08/2025 EMartin FSE sent email to Erika and John Howard for quote acceptance and hard copy PO 

11/24/2025 EMartin FSE onsite working with POC to get quotes and hard copy PO 

🔧 Work Performed
Replaced 3 way solenoid and Proportional valve. Ran system test. Passed all test. Returned to clinical use.
🔍 Technician Findings
Replaced 3 way solenoid and Proportional valve. Ran system test. Passed all test. Returned to clinical use.
⚠️ Problem Description
FCO81 Failed System Setup Active Exhalation Verification: S(+) P(+): Pilot: Reading 28.54 cmH2O 25.50 28.50 FAIL
📄 Description
Philips Trilogy EV300 Hospital Ventilator (DS2200X11B / 989805661881)
📞 Call Description
Repair - Trade

Timeline

📞
Case Linked Nov 24, 10:18 AM
Case Number: 00546277
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Nov 24, 10:50 AM
Work Order: WO-01316867
Type: Repair
Priority: PC
👷
▶
2 Status: Assigned Nov 24, 11:00 AM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Erin Martin
Technician: Bruce Ballard
🚨 21.0 business days
🗓️
▶
2 Status: Scheduled Dec 24, 3:10 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Erin Martin
Scheduled For: 2025-12-29T13:00:00.000+0000
⏳ 4.0 business days
🔧
▶
2 Status: Tech On Site Dec 30, 3:40 PM
Status: Tech On Site → Labor Added
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 4
⏳ 2.0 business days
⏱️
2x Labor Added Dec 31, 8:59 PM
Type: Labor
Status: Open
Qty: 1, 3
✔️
▶
2 Status: Completed Dec 31, 9:15 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Bruce Ballard
From: Completed
To: Closed
Duration in Previous: 1m
⚠️ 9.3 business days
⏱️
▶
2 Labor Added Jan 14, 9:45 AM
Labor Added → Status: 07e-Partial Project
📋
Status: 07e-Partial Project by Timothy Amburgey
From: Closed
To: 07e-Partial Project
Duration in Previous: 13d 12h
⏳ 2.0 business days
📄
Status: Ready to Bill by Timothy Amburgey Jan 15, 4:29 PM
From: 07e-Partial Project
To: Ready to Bill
Duration in Previous: 1d 6h
💰
Status: Invoiced by Josh Longway Jan 16, 4:01 AM
From: Ready to Bill
To: Invoiced
Duration in Previous: 11h 31m

Bottlenecks

Assigned
Duration: 21.0 business days (threshold: 4.0 business hours)
Exceeded by 20.5 business days
Scheduled
Duration: 3.5 business days (threshold: 2.0 business days)
Exceeded by 1.5 business days
Tech On Site
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.3 business hours
Closed
Duration: 9.0 business days (threshold: 1.0 business days)
Exceeded by 8.0 business days
Ready to Bill
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.5 business hours

🔗 Related Artifacts

📞
Case 00546277
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Repair
Branch
ERLA - PROD
Technician
Bruce Ballard
Scheduled
Dec 29, 8:00 AM
Created
Nov 24, 10:50 AM
Invoice #
N/A

Work Details (4)

Name Type Status Qty Amount Date
WL-03050057 Labor Open 4 $0.00 Dec 30, 3:42 PM
WL-03052044 Labor Open 1 $155.00 Dec 31, 8:59 PM
WL-03052045 Labor Open 3 $285.00 Dec 31, 8:59 PM
WL-03064387 Labor Open 0.016666666666667 $38.00 Jan 14, 9:45 AM

Details