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← WO Overview

WO-01314821 ↗ ServiceMax

PHILIPS HEALTHCARE • Repair • PC

📍 Med One Group - Raleigh — 3811 Tarheel Drive Suite 109, Raleigh NC, 27609

Nov 12, 2025 → Mar 10, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Nov 26, 2025
✗ SLA Missed (21 biz days late)
Active: 31 biz days
Paused: 47 biz days
🕐 Clock stopped: Canceled (Mar 10, 2026)
▶ Clock Running
Status: Created
Nov 12 → Nov 13, 2025
1 business day (counted)
Running total: 1 of ? biz days used
▶ Clock Running
Status: Scheduled
Nov 13 → Nov 18, 2025
3 business days (counted)
Running total: 4 of ? biz days used
⏸47d
⏸ Clock Paused
Status: Ready for Release
Nov 18 → Jan 29, 2026
47 business days (not counted)
▶ Clock Running
Status: Assigned
Jan 29 → Jan 29, 2026
0 business days (counted)
Running total: 4 of ? biz days used
8d
▶ Clock Running
Status: Scheduled
Jan 29 → Feb 10, 2026
8 business days (counted)
Running total: 12 of ? biz days used
▶ Clock Running
Status: Entered
Feb 10 → Feb 10, 2026
0 business days (counted)
Running total: 12 of ? biz days used
19d
▶ Clock Running
Status: Scheduled
Feb 10 → Mar 10, 2026
19 business days (counted)
Running total: 31 of ? biz days used
▶ Clock Running
Status: Entered
Mar 10 → Mar 10, 2026
0 business days (counted)
Running total: 31 of ? biz days used
Created: Nov 12, 2025 Canceled: Mar 10, 2026
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Nov 12 → Nov 13 Created ▶ Running 1 1
Nov 13 → Nov 18 Scheduled ▶ Running 3 4
Nov 18 → Jan 29 Ready for Release ⏸ Paused 47 —
Jan 29 → Jan 29 Assigned ▶ Running 0 4
Jan 29 → Feb 10 Scheduled ▶ Running 8 12
Feb 10 → Feb 10 Entered ▶ Running 0 12
Feb 10 → Mar 10 Scheduled ▶ Running 19 31
Mar 10 → Mar 10 Entered ▶ Running 0 31
Dispatch 1.9d
Holding 47.6d (excluded)
Coordinators 32.6d
✗ SLA Missed
Dispatch
1.9 days
Over SLA
Holding (excluded from total)
47.6 days
Coordinators
32.6 days
Over SLA
Created: Nov 12, 2025 Due: Nov 26, 2025 Completed: Mar 10, 2026 (103 days late)
📅
78.9 days Total Age
⏱️
47.6d in Ready for Release Longest Stage
🔄
6 transitions Status Changes
⚠️
28.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
0 lines Work Details

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00543263
URGENT Philips WO Request
Closed
FCO86600081: Follow-up Repair to be handled by EMSAR ASP- H29569721CE01
Priority
High
Origin
Email
Reason
New Case
Contact
Nathan French
Owner
Shelby Robinson
Created
Nov 12, 2025
Work Orders from this Case (2)
WO-01314817 Invoiced
Repair • Marvin Rivas
Created: Nov 12, 2025 • Closed: Nov 16, 2025
WO-01314821 (current) Canceled
Repair
Created: Nov 12, 2025
Behind Schedule - Needs Attention
Canceled • 276 days old
🚨
Primary Delay 47.6 days stuck in "Ready for Release"
⏱️
Total Delay 28.0 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
1.9d / 0.5d SLA
Scheduled
32.6d / 2.0d SLA
Ready for Release
47.6d

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

01/29/2026 MNewman - dispatching to Ryan for 2/5 per Fady

01/06/2026 Brod - PO delay extension code , per fady

12/24/2025 EMartin per Fady working with Chad on these repairs will provide resource once completed  

12/19/2025 RArnold - Working with Sup for resource

12/08/2025 EMartin sent email to Fady for update on WOs 

Quote accepted

11/18/2025 EMartin per Fady working with Chad on these repairs will provide resource once completed 


11/13/2025 EMartin dispatching to FSE onsite

⚠️ Problem Description
FCO86600081. Repair to be handled by Philips ASP EMSAR- H29569705BB95
📄 Description
Philips Trilogy EV300 Hospital Ventilator (DS2200X11B / 989805661881)
📞 Call Description
Repair - Trade

Timeline

📞
Case Linked Nov 12, 11:41 AM
Case Number: 00543263
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Nov 12, 11:59 AM
Work Order: WO-01314821
Type: Repair
Priority: PC
👷
▶
3 Technician Assigned Nov 13, 9:49 AM
Technician Assigned → Dispatch Scheduled → Status: Scheduled
📅
Dispatch Scheduled by Deon Malloy
Scheduled For: 2025-11-14T05:00:00.000+0000, 2025-11-14T00:00:00.000+0000, 2025-11-14T13:00:00.000+0000
🗓️
Status: Scheduled by Deon Malloy
From: Entered
To: Scheduled
Duration in Previous: 21h 49m
👷
▶
2 Technician Assigned Nov 13, 11:34 AM
Technician Assigned → Dispatch Scheduled
📅
Dispatch Scheduled by Erin Martin
Scheduled For: 2025-11-13T13:00:00.000+0000
⏳ 4.0 business days
✅
Status: Ready for Release by Erin Martin Nov 18, 2:02 PM
From: Scheduled
To: Ready for Release
Duration in Previous: 5d 4h
🚨 48.0 business days
👷
▶
3 Technician Assigned Jan 29, 9:51 AM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Mandy Newman
From: Ready for Release, Assigned
To: Assigned, Scheduled
Duration in Previous: 71d 19h, 0m
📅
Dispatch Scheduled by Mandy Newman
Scheduled For: 2026-02-05T13:00:00.000+0000
⚠️ 9.0 business days
🆕
▶
5 Status: Entered Feb 10, 2:07 PM
Status: Entered → Dispatch Scheduled → Technician Assigned → Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Brandi Rodriguez
Scheduled For: 2026-02-13T00:00:00.000+0000, 2026-02-13T06:00:00.000+0000
👷
Technician Assigned by Brandi Rodriguez
Technician: Fady Khouzam
🗓️
Status: Scheduled by Brandi Rodriguez
From: Entered
To: Scheduled
Duration in Previous: 2m
📅
Dispatch Scheduled by Brandi Rodriguez
Scheduled For: 2026-02-13T14:00:00.000+0000
🚨 20.0 business days
🆕
Status: Entered by Rebecca Arnold Mar 10, 3:18 PM
From: Scheduled, Entered
To: Entered, Canceled
Duration in Previous: 28d 0h, 0m

Bottlenecks

Entered
Duration: 1.9 business days (threshold: 4.0 business hours)
Exceeded by 1.4 business days
Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Scheduled
Duration: 9.0 business days (threshold: 2.0 business days)
Exceeded by 7.0 business days
Scheduled
Duration: 19.6 business days (threshold: 2.0 business days)
Exceeded by 17.6 business days

🔗 Related Artifacts

📞
Case 00543263
Closed

ℹ️ Work Order Details

Status
Canceled
Priority
PC
Type
Repair
Branch
ERLA - PROD
Technician
Unassigned
Scheduled
N/A
Created
Nov 12, 11:59 AM
Invoice #
N/A

Details