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WO-01309874 ↗ ServiceMax

PHILIPS HEALTHCARE • Repair • PC

📍 US Med Equip - Orlando — 7414 Kingspointe Pkwy, Orlando FL, 32819

Oct 15, 2025 → Nov 28, 2025

✅ Completed
PC Per client agreement
Target: Oct 29, 2025
🕐 Clock stopped: Completed (Nov 27)
✗ SLA Missed (28d late)
Dispatch 1.4d
Coordinators 31.1d
Field Work 2.0d
Billing 1.3d
✗ SLA Missed
Dispatch
1.4 days
Over SLA
Coordinators
31.1 days
Over SLA
Field Work
2.0 days
Over SLA
Billing
1.3 days
Over SLA
Created: Oct 15, 2025 Due: Oct 29, 2025 Completed: Nov 29, 2025 (30 days late)
📅
32.4 days Total Age
⏱️
19.0d in Assigned Longest Stage
🔄
7 transitions Status Changes
⚠️
31.8d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
4 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00535911
URGENT Philips WO Request
Closed
Raymond Ebanks. Upon initial inspection of device, device failed Active Exhalation Verification.
Priority
High
Origin
Email
Reason
New Case
Contact
Lee Dean
Owner
Kimberly Hardison
Created
Oct 15, 2025
Work Orders from this Case (1)
WO-01309874 (current) Invoiced
Repair • Raymond Ebanks
Created: Oct 15, 2025 • Closed: Nov 28, 2025
Completed with significant delays
Invoiced • 211 days old
🚨
Primary Delay 19.0 days stuck in "Assigned"
⏱️
Total Delay 31.8 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
1.4d / 0.5d SLA
Assigned
19.0d / 0.5d SLA
Scheduled
12.1d / 2.0d SLA
Completed
2.0d / 1.0d SLA
Closed
2.0d / 1.0d SLA
07e-Partial Project
2.9d
Ready to Bill
1.3d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/24/2025 RFosbury - updated to 11/24/2025 Per USMED chat.

11/11/2025 ALuman - dispatch to Raymond Ebanks to complete. Parts are shipped on the PWO

10/16/2025 ALuman - assigned to Raymond Ebanks. PWO still pending entitlement

🔧 Work Performed
Replaced Proportional Valve & 3 Way Solenoid Valve. Performed Final Test. Device passed all tests & returned to service.
🔍 Technician Findings
Repair
⚠️ Problem Description
Raymond Ebanks. Upon initial inspection of device, device failed Active Exhalation Verification.
📄 Description
Philips Trilogy EV300 Hospital Ventilator (DS2200X11B / 989805661881)
📞 Call Description
Repair - Trade

Timeline

📞
Case Linked Oct 15, 4:19 PM
Case Number: 00535911
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Oct 15, 4:46 PM
Work Order: WO-01309874
Type: Repair
Priority: PC
👷
▶
2 Status: Assigned Oct 16, 9:55 AM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Ashley Luman
Technician: Raymond Ebanks
🚨 19.0 business days
📅
▶
2 Dispatch Scheduled Nov 11, 12:36 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Ashley Luman
From: Assigned
To: Scheduled
Duration in Previous: 26d 3h
🚨 10.0 business days
📅
Dispatch Scheduled by Rich Fosbury Nov 24, 4:13 PM
Scheduled For: 2025-11-24T13:00:00.000+0000
⏳ 3.0 business days
⏱️
▶
2 3x Labor Added Nov 26, 9:02 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Raymond Ebanks
From: Scheduled
To: Completed
Duration in Previous: 15d 8h
⏳ 2.4 business days
🏁
Status: Closed by Raymond Ebanks Nov 28, 7:31 PM
From: Completed
To: Closed
Duration in Previous: 1d 22h
⏳ 2.6 business days
⏱️
▶
2 Labor Added Dec 2, 11:23 AM
Labor Added → Status: 07e-Partial Project
📋
Status: 07e-Partial Project by Timothy Amburgey
From: Closed
To: 07e-Partial Project
Duration in Previous: 3d 15h
⏳ 3.0 business days
📄
Status: Ready to Bill by Timothy Amburgey Dec 4, 4:28 PM
From: 07e-Partial Project
To: Ready to Bill
Duration in Previous: 2d 5h
💰
Status: Invoiced by Josh Longway Dec 5, 4:01 AM
From: Ready to Bill
To: Invoiced
Duration in Previous: 11h 32m
🚨 11.0 business days
🧾
Invoice Created Dec 20, 9:50 AM
Invoice Number: SM-248269

Bottlenecks

Entered
Duration: 1.4 business days (threshold: 4.0 business hours)
Exceeded by 7.2 business hours
Assigned
Duration: 19.0 business days (threshold: 4.0 business hours)
Exceeded by 18.5 business days
Scheduled
Duration: 12.1 business days (threshold: 2.0 business days)
Exceeded by 10.1 business days
Completed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.5 business hours

🔗 Related Artifacts

📞
Case 00535911
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Repair
Branch
ERLA - PROD
Technician
Raymond Ebanks
Scheduled
Nov 24, 8:00 AM
Created
Oct 15, 4:46 PM
Invoice #
SM-248269

Work Details (4)

Name Type Status Qty Amount Date
WL-03021516 Labor Open 3 $285.00 Nov 26, 9:02 PM
WL-03021517 Labor Open 1 $155.00 Nov 26, 9:02 PM
WL-03021518 Travel Open 11 $0.00 Nov 26, 9:02 PM
WL-03023487 Labor Open 0.016666666666667 $38.00 Dec 2, 11:23 AM

Details