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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01339447 ↗ ServiceMax

PHILIPS HEALTHCARE • Repair • PC

📍 MedStar Union Memorial Hospital — 201 East University Parkway, Baltimore MD, 21239

Jan 22, 2026 → Feb 12, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Feb 5, 2026
✗ SLA Missed (3 biz days late)
Active: 13 biz days
Paused: 2 biz days
🕐 Clock stopped: Completed (Feb 12, 2026)
▶ Clock Running
Status: Created
Jan 22 → Jan 23, 2026
1 business day (counted)
Running total: 1 of ? biz days used
⏸2d
⏸ Clock Paused
Status: Ready for Release
Jan 23 → Jan 27, 2026
2 business days (not counted)
▶ Clock Running
Status: Scheduled
Jan 27 → Jan 28, 2026
1 business day (counted)
Running total: 2 of ? biz days used
▶ Clock Running
Status: Entered
Jan 28 → Jan 28, 2026
0 business days (counted)
Running total: 2 of ? biz days used
6d
▶ Clock Running
Status: Assigned
Jan 28 → Feb 5, 2026
6 business days (counted)
Running total: 8 of ? biz days used
5d
▶ Clock Running
Status: Scheduled
Feb 5 → Feb 12, 2026
5 business days (counted)
Running total: 13 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 12 → Feb 12, 2026
0 business days (counted)
Running total: 13 of ? biz days used
Created: Jan 22, 2026 Completed: Feb 12, 2026
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Jan 22 → Jan 23 Created ▶ Running 1 1
Jan 23 → Jan 27 Ready for Release ⏸ Paused 2 —
Jan 27 → Jan 28 Scheduled ▶ Running 1 2
Jan 28 → Jan 28 Entered ▶ Running 0 2
Jan 28 → Feb 5 Assigned ▶ Running 6 8
Feb 5 → Feb 12 Scheduled ▶ Running 5 13
Feb 12 → Feb 12 Tech On Site ▶ Running 0 13
Dispatch 1.2d
Holding 3.0d (excluded)
Coordinators 14.2d
Field Work 1.1d
Billing 1.3d
✗ SLA Missed
Dispatch
1.2 days
Over SLA
Holding (excluded from total)
3.0 days
Coordinators
14.2 days
Over SLA
Field Work
1.1 days
Billing
1.3 days
Over SLA
Created: Jan 22, 2026 Due: Feb 5, 2026 Completed: Feb 13, 2026 (7 days late)
📅
15.2 days Total Age
⏱️
6.5d in Assigned Longest Stage
🔄
10 transitions Status Changes
⚠️
12.7d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
4 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00561473
URGENT Philips WO Request
Closed
The touchscreen is not responding.
Priority
High
Origin
Email
Reason
New Case
Contact
Stephanie Butcher
Owner
Shelby Robinson
Created
Jan 22, 2026
Work Orders from this Case (1)
WO-01339447 (current) Invoiced
Repair • Allan Klus
Created: Jan 22, 2026 • Closed: Feb 12, 2026
Completed with significant delays
Invoiced • 41 days old
🚨
Primary Delay 6.5 days stuck in "Assigned"
⏱️
Total Delay 12.7 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
1.2d / 0.5d SLA
Ready for Release
3.0d
Scheduled
7.7d / 2.0d SLA
Assigned
6.5d / 0.5d SLA
Tech On Site
1.0d / 1.0d SLA
Tech Off Site
0.1d / 2.0d SLA
Closed
3.0d / 1.0d SLA
07e-Partial Project
1.9d
Ready to Bill
1.3d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

02/06/2026 RFosbury - dispatch to Allan for Feb 12 and 13

02/05/2026 RFosbury emailed MedStar Team (Maglinte, Alan O <Alan.O.Maglinte@medstar.net> and Cramer, Andrew <Andrew.Cramer@Medstar.Net>) offering Feb 19th

01/28/2026 RFosbury - pending entitlement

01/27/2026 RFosbury - dispatched to Allan for 01/30/2026

01/23/2026 RFosbury sent email to stephanie.j.butcher@medstar.net offering dates.

🔧 Work Performed
Replaced the Touchscreen display. All required tests passed.
🔍 Technician Findings
Touchscreen not responding
⚠️ Problem Description
The touchscreen is not responding.
📄 Description
Philips Trilogy EV300 Hospital Ventilator (DS2200X11B / 989805661881)
📞 Call Description
Repair - Trade

Timeline

📞
Case Linked Jan 22, 5:20 PM
Case Number: 00561473
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Jan 22, 5:39 PM
Work Order: WO-01339447
Type: Repair
Priority: PC
✅
Status: Ready for Release by Rich Fosbury Jan 23, 9:10 AM
From: Entered
To: Ready for Release
Duration in Previous: 15h 31m
⏳ 3.0 business days
📅
▶
3 Dispatch Scheduled Jan 27, 11:03 AM
Dispatch Scheduled → Status: Scheduled → Technician Assigned
🗓️
Status: Scheduled by Rich Fosbury
From: Ready for Release
To: Scheduled
Duration in Previous: 4d 1h
👷
Technician Assigned by Rich Fosbury
Technician: Allan Klus
⏳ 2.0 business days
🆕
▶
2 Status: Entered Jan 28, 2:48 PM
Status: Entered → Technician Assigned
👷
Technician Assigned by Rich Fosbury
Technician: Allan Klus
⚠️ 7.0 business days
📅
▶
3 Dispatch Scheduled Feb 5, 1:08 PM
Dispatch Scheduled → Status: Scheduled → Dispatch Scheduled
🗓️
Status: Scheduled by Rich Fosbury
From: Assigned
To: Scheduled
Duration in Previous: 7d 22h
📅
Dispatch Scheduled by Rich Fosbury
Scheduled For: 2026-02-12T13:00:00.000+0000
📅
▶
2 Dispatch Scheduled Feb 6, 8:52 AM
Dispatch Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Rich Fosbury
Scheduled For: 2026-02-11T00:00:00.000+0000
⏳ 4.0 business days
💵
Expenses Added Feb 11, 5:00 PM
Type: Expenses
Status: Open
Qty: 1
🔧
Status: Tech On Site by Allan Klus Feb 12, 8:49 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 6d 19h
⏱️
▶
2 2x Labor Added Feb 12, 6:39 PM
2x Labor Added → Status: Completed
✔️
Status: Completed by Allan Klus
From: Tech On Site, Completed
To: Completed, Tech Off Site
Duration in Previous: 9h 50m
🏁
Status: Closed by Allan Klus Feb 12, 7:10 PM
From: Tech Off Site
To: Closed
Duration in Previous: 29m
⏳ 3.6 business days
⏱️
▶
2 Labor Added Feb 18, 11:19 AM
Labor Added → Status: 07e-Partial Project
📋
Status: 07e-Partial Project by Timothy Amburgey
From: Closed
To: 07e-Partial Project
Duration in Previous: 5d 16h
⏳ 2.0 business days
📄
Status: Ready to Bill by Timothy Amburgey Feb 19, 4:31 PM
From: 07e-Partial Project
To: Ready to Bill
Duration in Previous: 1d 5h
💰
Status: Invoiced by Josh Longway Feb 20, 4:00 AM
From: Ready to Bill
To: Invoiced
Duration in Previous: 11h 29m

Bottlenecks

Entered
Duration: 1.2 business days (threshold: 4.0 business hours)
Exceeded by 5.3 business hours
Assigned
Duration: 6.5 business days (threshold: 4.0 business hours)
Exceeded by 6.0 business days
Scheduled
Duration: 5.7 business days (threshold: 2.0 business days)
Exceeded by 3.7 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Ready to Bill
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.5 business hours

🔗 Related Artifacts

📞
Case 00561473
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Repair
Branch
ERLA - PROD
Technician
Allan Klus
Scheduled
Feb 10, 7:00 PM
Created
Jan 22, 5:39 PM
Invoice #
N/A

Work Details (4)

Name Type Status Qty Amount Date
WL-03101651 Expenses Open 1 $0.00 Feb 11, 5:00 PM
WL-03103800 Labor Open 1.75 $166.25 Feb 12, 6:39 PM
WL-03103801 Labor Open 0.25 $155.00 Feb 12, 6:39 PM
WL-03110184 Labor Open 0.016666666666667 $38.00 Feb 18, 11:19 AM

Details