Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01297774 ↗ ServiceMax

PHILIPS HEALTHCARE • FCO • PC

📍 NYS DHSES Stockpiles — 2 Van Buren Blvd Bldg 10 Bay 3, Guilderland Center NY, 12085

Aug 14, 2025 → May 5, 2026

✅ Completed
PC Per client agreement
Target: Dec 31, 2026
🕐 Clock stopped: Canceled (May 5)
✓ SLA Met (240d early)
Dispatch 5.8d
Holding 151.0d (excluded)
Coordinators 35.3d
✓ SLA Met
Dispatch
5.8 days
Over SLA
Holding (excluded from total)
151.0 days
Coordinators
35.3 days
Over SLA
Created: Aug 14, 2025 Due: Dec 31, 2026 Completed: May 5, 2026 (240 days early)
📅
188.8 days Total Age
⏱️
151.0d in On Hold Longest Stage
🔄
5 transitions Status Changes
⚠️
36.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
0 lines Work Details

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00519045
URGENT Philips WO Request
Closed
Priority
Standard
Origin
Email
Reason
New Case
Contact
EMSAR EMSAR
Owner
John Rolston
Created
Aug 14, 2025
Work Orders from this Case (2)
WO-01297774 (current) Canceled
FCO
Created: Aug 14, 2025
WO-01307217 Invoiced
FCO • Rodney Charles
Created: Oct 1, 2025 • Closed: Feb 5, 2026
Behind Schedule - Needs Attention
Canceled • 273 days old
🚨
Primary Delay 151.0 days stuck in "On Hold"
⏱️
Total Delay 36.6 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
5.8d / 0.5d SLA
Ready for Scheduling
31.3d / 1.0d SLA
Scheduled
4.0d / 2.0d SLA
On Hold
151.0d

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

05/05/2026 RArnold -PWO canceled. Canceling EWO

05/04/2026 MHamersley - per research of PWO, this device H290500081C5D, "Customer will not repair the device and it has been taken out of service"


12/15/2025 MHamersley - Per notes: Multiple cases for this location. FSE requesting WOs on demand. FSE will request once device is located.


10/06/2025 Cever only 1 IP on the case will be on demand

⚠️ 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 Aug 14, 1:08 PM
Case Number: 00519045
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Aug 14, 1:29 PM
Work Order: WO-01297774
Type: FCO
Priority: PC
⚠️ 6.0 business days
📅
Status: Ready for Scheduling by Brandi Rodriguez Aug 21, 3:02 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 7d 1h
🚨 30.0 business days
👷
▶
3 Technician Assigned Oct 1, 10:36 AM
Technician Assigned → Dispatch Scheduled → Status: Scheduled
📅
Dispatch Scheduled by Cristina Everetts
Scheduled For: 2025-10-06T12:15:00.000+0000, 2025-10-06T12:00:00.000+0000
🗓️
Status: Scheduled by Cristina Everetts
From: Ready for Scheduling
To: Scheduled
Duration in Previous: 40d 19h
⏳ 4.0 business days
🆕
Status: Entered by Cristina Everetts Oct 6, 11:31 AM
From: Scheduled, Entered
To: Entered, On Hold
Duration in Previous: 5d 0h, 0m
🚨 151.0 business days
📅
Status: Ready for Scheduling by Mary Hamersley May 4, 2:29 PM
From: On Hold
To: Ready for Scheduling
Duration in Previous: 210d 2h
🚫
Status: Canceled by Rebecca Arnold May 5, 10:45 AM
From: Ready for Scheduling
To: Canceled
Duration in Previous: 20h 15m

Bottlenecks

Entered
Duration: 5.8 business days (threshold: 4.0 business hours)
Exceeded by 5.3 business days
Ready for Scheduling
Duration: 29.6 business days (threshold: 1.0 business days)
Exceeded by 28.6 business days
Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Ready for Scheduling
Duration: 1.7 business days (threshold: 1.0 business days)
Exceeded by 5.5 business hours

🔗 Related Artifacts

📞
Case 00519045
Closed

ℹ️ Work Order Details

Status
Canceled
Priority
PC
Type
FCO
Branch
ERLA - PROD
Technician
Unassigned
Scheduled
N/A
Created
Aug 14, 1:29 PM
Invoice #
N/A

Details