Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01310052 ↗ ServiceMax

PHILIPS HEALTHCARE • FCO • PC

📍 Montefiore New Rochelle HospitalInc — 16 Guion Pl, New Rochelle NY, 10801

Oct 16, 2025 → Present

🔴 Behind
PC
SLA Clock
Per client agreement · Target: Dec 31, 2026
92 biz days remaining
Active: 206 biz days
▶ Clock Running
Status: Created
Oct 16 → Oct 17, 2025
1 business day (counted)
Running total: 1 of ? biz days used
204d
▶ Clock Running
Status: Ready for Scheduling
Oct 17 → Aug 13, 2026
204 business days (counted)
Running total: 205 of ? biz days used
▶ Clock Running
Status: Scheduled
Aug 13 → Aug 16, 2026
1 business day (counted)
Running total: 206 of ? biz days used
Created: Oct 16, 2025 Today
Show SLA Clock Detail (3 periods)
Period Status Clock Biz Days Running Total
Oct 16 → Oct 17 Created ▶ Running 1 1
Oct 17 → Aug 13 Ready for Scheduling ▶ Running 204 205
Aug 13 → Aug 16 Scheduled ▶ Running 1 206
Dispatch 1.3d
Coordinators 205.0d
On Track
Dispatch
1.3 days
Over SLA
Coordinators
205.0 days
Over SLA
Created: Oct 16, 2025 Due: Dec 31, 2026 (137 days left)
📅
206.3 days Total Age
⏱️
205.0d in Ready for Scheduling Longest Stage
🔄
2 transitions Status Changes
⚠️
204.8d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
0 lines Work Details
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00536276
URGENT Philips WO Request
Closed
Trilogy EV300 Ventilator - Machine Flow Sensor Inaccurate Flow Measurements and/or Delivery
Priority
High
Origin
Email
Reason
New Case
Contact
Dudley Marshall
Owner
Shelby Robinson
Created
Oct 16, 2025
Work Orders from this Case (1)
WO-01310052 (current) Scheduled
FCO • Fady Khouzam
Created: Oct 16, 2025
Behind Schedule - Needs Attention
Scheduled • 303 days old
🚨
Primary Delay 205.0 days stuck in "Ready for Scheduling"
⏱️
Total Delay 204.8 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
1.3d / 0.5d SLA
Ready for Scheduling
205.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

08/13/2026 RArnold- Dispatching to Fady K

07/23/2026 DMalloy - Per Fady dispatched to FSE Israel for tomorrow. 


07/20/2026 DMalloy - Device down. Repair WO-15360909 created. One of the Needed parts on BackOrder. Others shipped as of 7/6/2026. Needed parts for he repair still on BO. 


07/16/2026 DMalloy -  Device down. Repair WO-15360909 created. One of the Needed parts on BackOrder. Others shipped as of 7/6/2026. Needed parts for he repair still on BO. 


07/10/2026 DMalloy - Device down. Repair WO-15360909 created. One of the Needed parts on BackOrder. Others shipped as of 7/6/2026. Wll follow up on Parts status on next week.


07/09/2026 DMalloy - Device down. Repair WO-15360909 created. One of the Needed parts on BackOrder. Others shipped as of 7/6/2026. Wll follow up on Parts status on next week.  


06/10/2026 RArnold - Repair WO created, this will need to be dispatched when repair is.

05/14/2026 MHamersley - sent f/u email: dudley.marshall@philips.com


04/30/2026 MHamersley - per email communications between Fady & Dudley Marshall, these devices will be repaired, then recall can be completed on them; dudley.marshall@philips.com


04/14/2026 DMalloy - Fady is working with customer on how to proceed.


03/04/2026 RArnold -Fady is working with customer on how to proceed.

02/10/2026 RArnold -Fady is working with customer on how to proceed.

01/09/2026 RArnold - One device left on this case that failed FCO81. Repair WO was canceled. Escalated to Fady

12/08/2025 RArnold - One device left on this case that failed FCO81. Repair WO was canceled.

11/06/2025 RArnold - One device left on this case that failed FCO81. Repair WO was canceled.

10/28/2025 RArnold - One device left on this case that failed FCO81. Repair WO was canceled. Will work with Fady on this

10/16/2025 RArnold - One device left on this case that failed FCO81. Repair WO was canceled

⚠️ 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 Oct 16, 5:07 PM
Case Number: 00536276
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Oct 16, 5:34 PM
Work Order: WO-01310052
Type: FCO
Priority: PC
📅
Status: Ready for Scheduling by Rebecca Arnold Oct 17, 9:17 AM
From: Entered
To: Ready for Scheduling
Duration in Previous: 15h 43m
🚨 205.0 business days
👷
▶
3 Technician Assigned Aug 13, 12:54 PM
Technician Assigned → Dispatch Scheduled → Status: Scheduled
📅
Dispatch Scheduled by Rebecca Arnold
Scheduled For: 2026-08-13T12:00:00.000+0000
🗓️
Status: Scheduled by Rebecca Arnold
From: Ready for Scheduling
To: Scheduled
Duration in Previous: 300d 3h
📅
Dispatch Scheduled by Deon Malloy Aug 14, 10:14 AM
Scheduled For: 2026-08-14T12:00:00.000+0000

Bottlenecks

Entered
Duration: 1.3 business days (threshold: 4.0 business hours)
Exceeded by 6.4 business hours
Ready for Scheduling
Duration: 205.0 business days (threshold: 1.0 business days)
Exceeded by 204.0 business days

🔗 Related Artifacts

📞
Case 00536276
Closed

ℹ️ Work Order Details

Status
Scheduled
Priority
PC
Type
FCO
Branch
ERLA - PROD
Technician
Fady Khouzam
Scheduled
Aug 14, 8:00 AM
Created
Oct 16, 5:34 PM
Invoice #
N/A

Details