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WO-01340862 ↗ ServiceMax

PHILIPS HEALTHCARE • Repair • PC

📍 MedStar Washington Hospital — 110 Irving St NW, Washington DC, 20010

Jan 30, 2026 → Feb 17, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Feb 12, 2026
✗ SLA Missed (2 biz days late)
Active: 11 biz days
🕐 Clock stopped: Completed (Feb 17, 2026)
▶ Clock Running
Status: Created
Jan 30 → Jan 30, 2026
0 business days (counted)
Running total: 0 of ? biz days used
7d
▶ Clock Running
Status: Assigned
Jan 30 → Feb 10, 2026
7 business days (counted)
Running total: 7 of ? biz days used
▶ Clock Running
Status: Scheduled
Feb 10 → Feb 10, 2026
0 business days (counted)
Running total: 7 of ? biz days used
▶ Clock Running
Status: Entered
Feb 10 → Feb 10, 2026
0 business days (counted)
Running total: 7 of ? biz days used
4d
▶ Clock Running
Status: Scheduled
Feb 10 → Feb 17, 2026
4 business days (counted)
Running total: 11 of ? biz days used
Created: Jan 30, 2026 Completed: Feb 17, 2026
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Jan 30 → Jan 30 Created ▶ Running 0 0
Jan 30 → Feb 10 Assigned ▶ Running 7 7
Feb 10 → Feb 10 Scheduled ▶ Running 0 7
Feb 10 → Feb 10 Entered ▶ Running 0 7
Feb 10 → Feb 17 Scheduled ▶ Running 4 11
Dispatch 0.1d
Coordinators 12.7d
Billing 1.3d
✗ SLA Missed
Dispatch
0.1 days
Coordinators
12.7 days
Over SLA
Billing
1.3 days
Over SLA
Created: Jan 30, 2026 Due: Feb 12, 2026 Completed: Feb 17, 2026 (4 days late)
📅
12.0 days Total Age
⏱️
8.0d in Assigned Longest Stage
🔄
8 transitions Status Changes
⚠️
11.4d 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 #00563597
URGENT Philips WO Request
Closed
FCO86600081 follow up repair to be completed by ASP Emsar. Serial number H30345961E0BA
Priority
High
Origin
Email
Reason
New Case
Contact
Celestin Ngwa
Owner
Erin Martin
Created
Jan 29, 2026
Work Orders from this Case (3)
WO-01340862 (current) Invoiced
Repair • Michael Steencken
Created: Jan 30, 2026 • Closed: Feb 17, 2026
WO-01340864 Invoiced
Repair • Michael Steencken
Created: Jan 30, 2026 • Closed: Feb 17, 2026
WO-01340866 Invoiced
Repair • Michael Steencken
Created: Jan 30, 2026 • Closed: Feb 17, 2026
Completed with significant delays
Invoiced • 33 days old
🚨
Primary Delay 8.0 days stuck in "Assigned"
⏱️
Total Delay 11.4 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.1d / 0.5d SLA
Assigned
8.0d / 0.5d SLA
Scheduled
4.7d / 2.0d SLA
Closed
2.3d / 1.0d SLA
07e-Partial Project
0.9d
Ready to Bill
1.3d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

02/10/2026 RFosbury Dispatch to Mike S for Feb 16th

02/10/2026 RFosbury pending entitlement, asked FSE if they received anything from the customer.

01/30/2026 RFosbury - parts ordered, work with site when delivered.

🔧 Work Performed
REPAIR
🔍 Technician Findings
COMPLETE
⚠️ Problem Description
FCO86600081 follow up repair to be completed by ASP Emsar. Serial number H30345961E0BA
📄 Description
Philips Trilogy EV300 Hospital Ventilator (DS2200X11B / 989805661881)
📞 Call Description
Repair - Trade

Timeline

📞
Case Linked Jan 29, 5:50 PM
Case Number: 00563597
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Jan 30, 8:17 AM
Work Order: WO-01340862
Type: Repair
Priority: PC
👷
▶
2 Technician Assigned Jan 30, 8:43 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Rich Fosbury
From: Entered
To: Assigned
Duration in Previous: 26m
⚠️ 8.0 business days
📅
▶
3 Dispatch Scheduled Feb 10, 1:02 PM
Dispatch Scheduled → Status: Scheduled → Dispatch Scheduled
🗓️
Status: Scheduled by Rich Fosbury
From: Assigned
To: Scheduled
Duration in Previous: 11d 4h
📅
Dispatch Scheduled by Rich Fosbury
Scheduled For: 2026-02-23T14:00:00.000+0000
🆕
Status: Entered by Rich Fosbury Feb 10, 4:00 PM
From: Scheduled
To: Entered
Duration in Previous: 2h 58m
📅
▶
3 Dispatch Scheduled Feb 10, 4:21 PM
Dispatch Scheduled → Technician Assigned → Status: Scheduled
👷
Technician Assigned by Rich Fosbury
Technician: Michael Steencken
🗓️
Status: Scheduled by Rich Fosbury
From: Entered
To: Scheduled
Duration in Previous: 20m
⏳ 5.0 business days
⏱️
▶
2 2x Labor Added Feb 17, 4:57 PM
2x Labor Added → Status: Completed
✔️
Status: Completed by Michael Steencken
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 7d 0h, 0m
⏳ 2.9 business days
⏱️
▶
2 Labor Added Feb 19, 8:53 AM
Labor Added → Status: 07e-Partial Project
📋
Status: 07e-Partial Project by Timothy Amburgey
From: Closed
To: 07e-Partial Project
Duration in Previous: 1d 15h
📄
Status: Ready to Bill by Timothy Amburgey Feb 19, 4:31 PM
From: 07e-Partial Project
To: Ready to Bill
Duration in Previous: 7h 33m
💰
Status: Invoiced by Josh Longway Feb 20, 4:00 AM
From: Ready to Bill
To: Invoiced
Duration in Previous: 11h 29m

Bottlenecks

Assigned
Duration: 8.0 business days (threshold: 4.0 business hours)
Exceeded by 7.5 business days
Scheduled
Duration: 4.3 business days (threshold: 2.0 business days)
Exceeded by 2.3 business days
Closed
Duration: 2.3 business days (threshold: 1.0 business days)
Exceeded by 1.3 business days
Ready to Bill
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.5 business hours

🔗 Related Artifacts

📞
Case 00563597
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Repair
Branch
ERLA - PROD
Technician
Michael Steencken
Scheduled
Feb 16, 8:00 AM
Created
Jan 30, 8:17 AM
Invoice #
N/A

Work Details (3)

Name Type Status Qty Amount Date
WL-03109061 Labor Open 3 $285.00 Feb 17, 4:57 PM
WL-03109062 Labor Open 1 $155.00 Feb 17, 4:57 PM
WL-03111660 Labor Open 0.016666666666667 $38.00 Feb 19, 8:53 AM

Details