Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01311420 ↗ ServiceMax

PHILIPS HEALTHCARE • Repair • PC

📍 VA Medical Center — 1601 SW Archer Rd, Gainesville FL, 32608

Oct 27, 2025 → Jan 30, 2026

✅ Completed
PC Per client agreement
Target: Nov 10, 2025
🕐 Clock stopped: Completed (Jan 28)
✗ SLA Missed (78d late)
Dispatch 0.4d
Coordinators 68.0d
Field Work 4.0d
Billing 2.0d
✗ SLA Missed
Dispatch
0.4 days
Coordinators
68.0 days
Over SLA
Field Work
4.0 days
Over SLA
Billing
2.0 days
Over SLA
Created: Oct 27, 2025 Due: Nov 10, 2025 Completed: Jan 30, 2026 (80 days late)
📅
70.0 days Total Age
⏱️
68.0d in Scheduled Longest Stage
🔄
6 transitions Status Changes
⚠️
71.8d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
1 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00538445
URGENT Philips WO Request
Closed
Unit failed still failing after replacing 3 Way Solenoid Valve & Proportional Valve (AECM)- FCO86600081
Priority
High
Origin
Email
Reason
New Case
Contact
Crystal Renfro
Owner
Kimberly Hardison
Created
Oct 27, 2025
Work Orders from this Case (2)
WO-01311419 Invoiced
Repair • Fady Khouzam
Created: Oct 27, 2025 • Closed: Jan 16, 2026
WO-01311420 (current) Invoiced
Repair • Jared Heisler
Created: Oct 27, 2025 • Closed: Jan 30, 2026
Completed with significant delays
Invoiced • 199 days old
🚨
Primary Delay 68.0 days stuck in "Scheduled"
⏱️
Total Delay 71.8 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.4d / 0.5d SLA
Scheduled
68.0d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Tech Off Site
4.0d / 2.0d SLA
Closed
3.8d / 1.0d SLA
Ready to Bill
2.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
10/27/2025 ALuman - dispatch to Jared Heisler to complete repair. Email sent to Crystal Renfro
🔧 Work Performed
WO Canceled
🔍 Technician Findings
WO Canceled
⚠️ Problem Description
Unit failed still failing after replacing 3 Way Solenoid Valve & Proportional Valve (AECM)- FCO86600081 unable to create subcase on Case # 0124915938 - please reference WO-13695670
📄 Description
Philips Trilogy EV300 Hospital Ventilator (DS2200X11B / 989805661881)
📞 Call Description
Repair - Trade

Timeline

📞
Case Linked Oct 27, 7:06 AM
Case Number: 00538445
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Oct 27, 8:33 AM
Work Order: WO-01311420
Type: Repair
Priority: PC
👷
▶
3 Technician Assigned Oct 27, 12:08 PM
Technician Assigned → Dispatch Scheduled → Status: Scheduled
📅
Dispatch Scheduled by Ashley Luman
Scheduled For: 2025-11-03T05:00:00.000+0000, 2025-11-03T00:00:00.000+0000
🗓️
Status: Scheduled by Ashley Luman
From: Entered
To: Scheduled
Duration in Previous: 3h 35m
📅
Dispatch Scheduled by Ashley Luman Oct 27, 12:15 PM
Scheduled For: 2025-11-03T13:00:00.000+0000
🚨 15.0 business days
📅
Dispatch Scheduled by Ashley Luman Nov 14, 12:07 PM
Scheduled For: 2025-11-14T13:00:00.000+0000, 2025-11-21T13:00:00.000+0000
🚨 33.0 business days
📅
Dispatch Scheduled by Jared Heisler Dec 30, 3:15 PM
Scheduled For: 2026-01-09T13:00:00.000+0000
⚠️ 5.0 business days
📅
Dispatch Scheduled by Ashley Luman Jan 5, 8:47 AM
Scheduled For: 2026-01-07T13:00:00.000+0000
🚨 18.0 business days
⏱️
▶
3 Labor Added Jan 28, 11:10 AM
Labor Added → Status: Completed → Status: Tech Off Site
✔️
Status: Completed by Jared Heisler
From: Scheduled
To: Completed
Duration in Previous: 93d 0h
🚗
Status: Tech Off Site by Jared Heisler
From: Completed
To: Tech Off Site
Duration in Previous: 1m
⏳ 4.0 business days
🏁
Status: Closed by Fady Messak Feb 2, 12:36 PM
From: Tech Off Site
To: Closed
Duration in Previous: 5d 1h
⏳ 4.0 business days
📄
Status: Ready to Bill by Timothy Amburgey Feb 5, 8:55 AM
From: Closed
To: Ready to Bill
Duration in Previous: 2d 20h
💰
Status: Invoiced by Josh Longway Feb 6, 4:00 AM
From: Ready to Bill
To: Invoiced
Duration in Previous: 19h 5m

Bottlenecks

Scheduled
Duration: 68.0 business days (threshold: 2.0 business days)
Exceeded by 66.0 business days
Tech Off Site
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Closed
Duration: 3.8 business days (threshold: 1.0 business days)
Exceeded by 2.8 business days
Ready to Bill
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00538445
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Repair
Branch
ERLA - PROD
Technician
Jared Heisler
Scheduled
Jan 7, 8:00 AM
Created
Oct 27, 8:33 AM
Invoice #
N/A

Work Details (1)

Name Type Status Qty Amount Date
WL-03081388 Labor Open 0.016666666666667 $23.75 Jan 28, 11:10 AM

Details