Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01298983 ↗ ServiceMax

PHILIPS HEALTHCARE • FCO • PC

📍 Gaston College — 201 Highway 321 S, Dallas NC, 28034

Aug 21, 2025 → Apr 11, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Dec 31, 2026
✓ SLA Met (180 biz days early)
Active: 9 biz days
Paused: 148 biz days
🕐 Clock stopped: Completed (Apr 10, 2026)
▶ Clock Running
Status: Created
Aug 21 → Aug 21, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸148d
⏸ Clock Paused
Status: Ready for Release
Aug 21 → Mar 30, 2026
148 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Mar 30 → Mar 31, 2026
1 business day (counted)
Running total: 1 of ? biz days used
▶ Clock Running
Status: Scheduled
Mar 31 → Apr 10, 2026
8 business days (counted)
Running total: 9 of ? biz days used
▶ Clock Running
Status: Tech On Site
Apr 10 → Apr 10, 2026
0 business days (counted)
Running total: 9 of ? biz days used
Created: Aug 21, 2025 Completed: Apr 10, 2026
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Aug 21 → Aug 21 Created ▶ Running 0 0
Aug 21 → Mar 30 Ready for Release ⏸ Paused 148
Mar 30 → Mar 31 Ready for Scheduling ▶ Running 1 1
Mar 31 → Apr 10 Scheduled ▶ Running 8 9
Apr 10 → Apr 10 Tech On Site ▶ Running 0 9
Dispatch 0.1d
Holding 148.7d (excluded)
Coordinators 10.6d
Field Work 1.2d
Billing 1.4d
✓ SLA Met
Dispatch
0.1 days
Holding (excluded from total)
148.7 days
Coordinators
10.6 days
Over SLA
Field Work
1.2 days
Billing
1.4 days
Over SLA
Created: Aug 21, 2025 Due: Dec 31, 2026 Completed: Apr 11, 2026 (264 days early)
📅
157.8 days Total Age
⏱️
148.7d in Ready for Release Longest Stage
🔄
9 transitions Status Changes
⚠️
11.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
7 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00520990
URGENT Philips WO Request
Closed
Priority
Standard
Origin
Email
Reason
New Case
Contact
EMSAR EMSAR
Owner
John Rolston
Created
Aug 21, 2025
Work Orders from this Case (1)
WO-01298983 (current) Invoiced
FCO • Patricia Gordon
Created: Aug 21, 2025 • Closed: Apr 11, 2026
Completed with significant delays
Invoiced • 359 days old
🚨
Primary Delay 148.7 days stuck in "Ready for Release"
⏱️
Total Delay 11.0 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
Ready for Release
148.7d
Ready for Scheduling
1.6d / 1.0d SLA
Scheduled
9.0d / 2.0d SLA
Tech On Site
0.3d / 1.0d SLA
Completed
0.9d / 1.0d SLA
Closed
4.0d / 1.0d SLA
07e-Partial Project
0.8d
Ready to Bill
1.4d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

03/31/2026 Brod - offered to have FSE onsite for 04/10 , Lisa confirmed.


03/30/2026 Mhamersley - recd email reply from Lisa, confirming H29540436A3E9 at Gaston College; updated POC information


03/30/2026 Mhamersley - called 704-922-2277, Lisa Perdue, Respiratory Director, call went to VM/LM; sent email: Perdue.Lisa@Gaston.edu 


02/18/2026 YEspino Called 828-781-3644 to follow back up with Lisa Perdue over the device in quesiton. Was unable to speak to her so i left a message.


02/16/2026 YEspino Called 704-922-2277 to speak to Lisa Perdue to verify the EV300 Vent in question. Was unable to speak to her so i left a message.


02/16/2026 YEspino Called 704-748-5235 to speak to Leslie Pressley to verify the device in question. Was able to speak to Leslie and she advised i needed to call Lisa Perdue @(704-922-2277) Respt director to be better assisted.


02/16/2026 YEspino Called 704-923-8405 to speak to Luke Upchurch to verify the Vent in question. Was able to speak to Luke and he advised i should call Leslie Pressley @(704-748-5235) to be better assisted.


02/16/2026 YEspino Called 704-922-6595 to speak to Dennis Crosby to verify the device in question. This is the main site number. Asked to be transferred over to the Nursing dept and then i was told i would be transferred over to an administrator, Was transferred over to kim warwick but was unable to speak to her so i left a message.


01/06/2026 YEspino Called 417-860-8499 to speak to Chuck over the device in question. The line just rang and then the call was dropped.


12/30/2025 YEspino Called 417-860-8499 to speak to Chuck to verify the vent in question. Was placed on hold and then the call just dropped.


12/30/2025 YEspino Called 573-535-9531 to speak to Brent to verify the Vent in question. Was able to speak to Brent and he advised he does not work for the site in question.


11/05/2025 YEspino Called 417-860-8499 to speak to Chuck to verify the EV300 Vent in question. Was unable to speak to him so i left a message.


11/05/2025 YEspino Called 573-535-9531 to speak to Brent to verify the device in question Was sent to vm so i left a message.


09/24/2025 YEspino Called 417-860-8499 to speak to Chuck Venable to verify the device in question. Was unable to speak to him so i left a message.


09/24/2025 YEspino Called 573-535-9531 to speak to Brent Schweiss to verify the device in question. Was unable to speak to him so i left a message.

🔧 Work Performed
Travel to site. Get to device, setup equipment. Performed FCO86600081 and T&V per instruction successfully. Travel from site.
🔍 Technician Findings
FCO86600081
⚠️ 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 21, 1:19 PM
Case Number: 00520990
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Aug 21, 1:50 PM
Work Order: WO-01298983
Type: FCO
Priority: PC
Status: Ready for Release by Erin Martin Aug 21, 2:21 PM
From: Entered
To: Ready for Release
Duration in Previous: 31m
🚨 149.0 business days
📅
Status: Ready for Scheduling by Mary Hamersley Mar 30, 3:00 PM
From: Ready for Release
To: Ready for Scheduling
Duration in Previous: 221d 0h
📅
3 Dispatch Scheduled Mar 31, 11:28 AM
Dispatch Scheduled → Technician Assigned → Status: Scheduled
👷
Technician Assigned by Brandi Rodriguez
Technician: Patricia Gordon
🗓️
Status: Scheduled by Brandi Rodriguez
From: Ready for Scheduling
To: Scheduled
Duration in Previous: 20h 27m
⚠️ 9.0 business days
🔧
Status: Tech On Site by Patricia Gordon Apr 10, 10:40 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 9d 23h
✔️
Status: Completed by Patricia Gordon Apr 10, 1:09 PM
From: Tech On Site
To: Completed
Duration in Previous: 2h 29m
⏱️
5x Labor Added Apr 11, 9:43 AM
Type: Labor, Travel
Status: Open
Qty: 1.5, 2, 46, 31
⏱️
Labor Added Apr 11, 3:57 PM
Type: Labor
Status: Open
Qty: 0.5
🏁
Status: Closed by Patricia Gordon Apr 11, 4:03 PM
From: Completed
To: Closed
Duration in Previous: 1d 2h
4.0 business days
⏱️
2 Labor Added Apr 16, 10:13 AM
Labor Added → Status: 07e-Partial Project
📋
Status: 07e-Partial Project by Timothy Amburgey
From: Closed
To: 07e-Partial Project
Duration in Previous: 4d 18h
📄
Status: Ready to Bill by Timothy Amburgey Apr 16, 4:42 PM
From: 07e-Partial Project
To: Ready to Bill
Duration in Previous: 6h 23m
💰
Status: Invoiced by Josh Longway Apr 17, 4:01 AM
From: Ready to Bill
To: Invoiced
Duration in Previous: 11h 18m

Bottlenecks

Ready for Scheduling
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 5.0 business hours
Scheduled
Duration: 9.0 business days (threshold: 2.0 business days)
Exceeded by 7.0 business days
Closed
Duration: 4.0 business days (threshold: 1.0 business days)
Exceeded by 3.0 business days
Ready to Bill
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.3 business hours

🔗 Related Artifacts

📞
Case 00520990
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
FCO
Branch
ERLA - PROD
Technician
Patricia Gordon
Scheduled
Apr 10, 9:00 AM
Created
Aug 21, 1:50 PM
Invoice #
N/A

Work Details (7)

Name Type Status Qty Amount Date
WL-03182676 Labor Open 1.5 $0.00 Apr 11, 9:43 AM
WL-03182677 Labor Open 2 $237.50 Apr 11, 9:43 AM
WL-03182678 Labor Open 1.5 $155.00 Apr 11, 9:43 AM
WL-03182679 Travel Open 46 $0.00 Apr 11, 9:43 AM
WL-03182680 Travel Open 31 $0.00 Apr 11, 9:43 AM
WL-03182769 Labor Open 0.5 $0.00 Apr 11, 3:57 PM
WL-03188389 Labor Open 0.016666666666667 $38.00 Apr 16, 10:13 AM

Details