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WO-01312910 ↗ ServiceMax

PHILIPS HEALTHCARE • FCO • PC

📍 VA Medical Center Asheville — 1100 Tunnel Rd, Asheville NC, 28805

Nov 4, 2025 → Apr 29, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Dec 31, 2026
✓ SLA Met (172 biz days early)
Active: 1 biz days
Paused: 113 biz days
🕐 Clock stopped: Completed (Apr 22, 2026)
▶ Clock Running
Status: Created
Nov 4 → Nov 4, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸113d
⏸ Clock Paused
Status: Ready for Release
Nov 4 → Apr 21, 2026
113 business days (not counted)
▶ Clock Running
Status: Scheduled
Apr 21 → Apr 22, 2026
1 business day (counted)
Running total: 1 of ? biz days used
Created: Nov 4, 2025 Completed: Apr 22, 2026
Show SLA Clock Detail (3 periods)
Period Status Clock Biz Days Running Total
Nov 4 → Nov 4 Created ▶ Running 0 0
Nov 4 → Apr 21 Ready for Release ⏸ Paused 113 —
Apr 21 → Apr 22 Scheduled ▶ Running 1 1
Dispatch 0.2d
Holding 113.9d (excluded)
Coordinators 2.0d
Field Work 6.0d
Billing 1.4d
✓ SLA Met
Dispatch
0.2 days
Holding (excluded from total)
113.9 days
Coordinators
2.0 days
Field Work
6.0 days
Over SLA
Billing
1.4 days
Over SLA
Created: Nov 4, 2025 Due: Dec 31, 2026 Completed: Apr 29, 2026 (246 days early)
📅
120.0 days Total Age
⏱️
113.9d in Ready for Release Longest Stage
🔄
7 transitions Status Changes
⚠️
6.4d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
21 lines Work Details
🏠
2 visits On-Site Trips
📋
Coordinator Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
Visit 1 Apr 21, 2026
Visit 2 Apr 27, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00540725
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
Barry Robb
Owner
Shelby Robinson
Created
Nov 4, 2025
Work Orders from this Case (1)
WO-01312910 (current) Invoiced
FCO • Fady Messak
Created: Nov 4, 2025 • Closed: Apr 29, 2026
Completed with minor delays
Invoiced • 284 days old
🚨
Primary Delay 113.9 days stuck in "Ready for Release"
⏱️
Total Delay 6.4 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.2d / 0.5d SLA
Ready for Release
113.9d
Scheduled
2.0d / 2.0d SLA
Completed
6.0d / 1.0d SLA
Closed
2.0d / 1.0d SLA
07e-Partial Project
0.6d
Ready to Bill
1.4d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

04/21/2026 RArnold - Dispatching to Fady per his request

04/20/2026 ARoosa -Sent email to Keith 

 <Keith.Ostrowski@va.gov> thanking him for the information and looped Fady in so he is made aware of the situation.

04/20/2026 ARoosa -Recvd email from Keith 

 <Keith.Ostrowski@va.gov> stating that he can confirm all devices have been replaced. 

04/17/2026: ARoosa - Called 828-298-7911, xfer to intensive care biomed, spoke with Keith he said he is pretty sure all devices have been retired but would like me to send an email so he can confirm all SN's have been retired and he will reply and let us know forsure. email sent to keith.ostrowski@va.gov


04/14/2026 YEspino Called 828-298-7911 to follow up with Scott @ Ext 15123 to follow up over the previous email sent.Was able to speak to DC and he placed me on hold to send me over to scott but while waiting the call was dropped. Will be sending follow up email to Casey Smith

casey.smith9@va.gov


04/09/2026 YEspino Called 828-298-7911 to follow up with Italiano Scott over the previous email sent to verify the devices in question. Asked to be trasnferred over to the biomed dept, but was unable to speak to anybody or leave a message because the line just rings till the call is dropped.


03/20/2026 MHamersley - sent f/u email: italiano.scott@va.gov


12/18/2025 MHamersley - called 828-298-7911, xfer to Bio Med, ext 15123, spoke to Italiano Scott, sending him email to forward to POC; email: italiano.scott@va.gov


11/04/2025 EMartin created for IPs located at

Asheville NC VAMC

1100 Tunnel Rd Asheville NC 28805

H2808381914A2

H280835024CD6

H28083921E85E

H28083361FC44

H280835882D4C

H28083831AB5A

H280836019129

H280835757561

H28083372D707

🔧 Work Performed
Trilogy EV300 Ventilator - Machine Flow Sensor Inaccurate Flow Measurements and/or Delivery
⚠️ 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 Nov 4, 9:36 AM
Case Number: 00540725
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Nov 4, 10:00 AM
Work Order: WO-01312910
Type: FCO
Priority: PC
✅
Status: Ready for Release by Erin Martin Nov 4, 11:33 AM
From: Entered
To: Ready for Release
Duration in Previous: 1h 32m
🚨 114.0 business days
👷
▶
3 Technician Assigned Apr 21, 10:03 AM
Technician Assigned → Dispatch Scheduled → Status: Scheduled
📅
Dispatch Scheduled by Deon Malloy
Scheduled For: 2026-04-21T04:00:00.000+0000, 2026-04-21T00:00:00.000+0000, 2026-04-21T12:00:00.000+0000
🗓️
Status: Scheduled by Deon Malloy
From: Ready for Release
To: Scheduled
Duration in Previous: 167d 21h
📅
Dispatch Scheduled by Fady Messak Apr 21, 4:45 PM
Scheduled For: 2026-04-27T12:00:00.000+0000
⏱️
6x Labor Added Apr 22, 8:35 AM
Type: Labor, Expenses, Travel
Status: Open
Qty: 1, 2, 84
✔️
Status: Completed by Fady Messak Apr 22, 8:46 AM
From: Scheduled
To: Completed
Duration in Previous: 22h 42m
⏳ 3.0 business days
💵
12x Expenses Added Apr 26, 9:24 AM
Type: Expenses
Status: Open
Qty: 1
💵
Expenses Added Apr 27, 6:46 AM
Type: Expenses
Status: Open
Qty: 1
⏳ 2.7 business days
⏱️
Labor Added Apr 29, 5:52 AM
Type: Labor
Status: Open
Qty: 8
🏁
Status: Closed by Fady Messak Apr 29, 5:57 AM
From: Completed
To: Closed
Duration in Previous: 6d 21h
⏳ 2.0 business days
⏱️
Labor Added Apr 30, 11:09 AM
Type: Labor
Status: Open
Qty: 0.016666666666667
📋
Status: 07e-Partial Project by Timothy Amburgey Apr 30, 11:17 AM
From: Closed
To: 07e-Partial Project
Duration in Previous: 1d 5h
📄
Status: Ready to Bill by Timothy Amburgey Apr 30, 4:27 PM
From: 07e-Partial Project
To: Ready to Bill
Duration in Previous: 5h 9m
💰
Status: Invoiced by Josh Longway May 1, 4:01 AM
From: Ready to Bill
To: Invoiced
Duration in Previous: 11h 33m

Bottlenecks

Completed
Duration: 6.0 business days (threshold: 1.0 business days)
Exceeded by 5.0 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.5 business hours

🔗 Related Artifacts

📞
Case 00540725
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
FCO
Branch
ERLA - PROD
Technician
Fady Messak
Scheduled
Apr 27, 8:00 AM
Created
Nov 4, 10:00 AM
Invoice #
N/A

Work Details (21)

Name Type Status Qty Amount Date
WL-03195537 Labor Open 1 $2,137.50 Apr 22, 8:35 AM
WL-03195538 Labor Open 2 $1,395.00 Apr 22, 8:35 AM
WL-03195539 Labor Open 2 $0.00 Apr 22, 8:35 AM
WL-03195540 Expenses Open 1 $0.00 Apr 22, 8:35 AM
WL-03195541 Travel Open 84 $0.00 Apr 22, 8:35 AM
WL-03195542 Travel Open 84 $0.00 Apr 22, 8:35 AM
WL-03201248 Expenses Open 1 $0.00 Apr 26, 9:24 AM
WL-03201249 Expenses Open 1 $0.00 Apr 26, 9:24 AM
WL-03201250 Expenses Open 1 $0.00 Apr 26, 9:24 AM
WL-03201251 Expenses Open 1 $0.00 Apr 26, 9:24 AM
WL-03201252 Expenses Open 1 $0.00 Apr 26, 9:24 AM
WL-03201253 Expenses Open 1 $0.00 Apr 26, 9:24 AM
WL-03201254 Expenses Open 1 $0.00 Apr 26, 9:24 AM
WL-03201255 Expenses Open 1 $0.00 Apr 26, 9:24 AM
WL-03201256 Expenses Open 1 $0.00 Apr 26, 9:24 AM
WL-03201257 Expenses Open 1 $0.00 Apr 26, 9:24 AM
WL-03201258 Expenses Open 1 $0.00 Apr 26, 9:24 AM
WL-03201259 Expenses Open 1 $0.00 Apr 26, 9:24 AM
WL-03201769 Expenses Open 1 $0.00 Apr 27, 6:46 AM
WL-03204914 Labor Open 8 $0.00 Apr 29, 5:52 AM
WL-03208886 Labor Open 0.016666666666667 $342.00 Apr 30, 11:09 AM

Details