Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01315038 ↗ ServiceMax

PHILIPS HEALTHCARE • Repair • PC

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

Nov 12, 2025 → Feb 19, 2026

✅ Completed
PC Per client agreement
Target: Nov 26, 2025
🕐 Clock stopped: Completed (Feb 19)
⏸ 71d excluded (parts wait + holding)
✗ SLA Missed (13d late)
Dispatch 1.2d
Holding 52.6d (excluded)
Coordinators 21.6d
Field Work 0.2d
Billing 1.3d
✗ SLA Missed
Dispatch
1.2 days
Over SLA
Holding (excluded from total)
52.6 days
Coordinators
21.6 days
Over SLA
Field Work
0.2 days
Billing
1.3 days
Over SLA
Created: Nov 12, 2025 Due: Nov 26, 2025 Completed: Feb 19, 2026 (84 days late)
📅
71.2 days Total Age
⏱️
52.6d in Ready for Release Longest Stage
🔄
11 transitions Status Changes
⚠️
14.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00543435
URGENT Philips WO Request
Closed
FCO86600081 failure, work will be completed by EMSAR- H334978375055
Priority
High
Origin
Email
Reason
New Case
Contact
Chad Agliam
Owner
Shelby Robinson
Created
Nov 12, 2025
Work Orders from this Case (2)
WO-01315037 Invoiced
Repair • Marvin Rivas
Created: Nov 12, 2025 • Closed: Nov 16, 2025
WO-01315038 (current) Invoiced
Repair • Patricia Gordon
Created: Nov 12, 2025 • Closed: Feb 19, 2026
Completed with significant delays
Invoiced • 183 days old
🚨
Primary Delay 52.6 days stuck in "Ready for Release"
⏱️
Total Delay 14.6 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
1.2d / 0.5d SLA
Scheduled
21.6d / 2.0d SLA
Ready for Release
52.6d
Completed
0.2d / 1.0d SLA
Closed
0.4d / 1.0d SLA
07e-Partial Project
0.7d
Ready to Bill
1.3d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

02/18/2026 RArnold - 02162026_BOUPDATE_  RP-Trilogy Evo System PCA on BO, NO ETA


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

11/24/2025 EMartin per Fady working with Chad on these repairs will provide resource once completed 

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

🔧 Work Performed
Travel to site. setup equipment. Performed repair - replaced 3-way Solenoid & Proportional valve. Device past all required tests.
🔍 Technician Findings
FCO81 preliminary tests failed, need to replace 3-way solenoid and Proportional valve.
⚠️ Problem Description
FCO86600081 failure, work will be completed by EMSAR -H33492282FE7D
📄 Description
Philips Trilogy EV300 Hospital Ventilator (DS2200X11B / 989805661881)
📞 Call Description
Repair - Trade

Timeline

📞
Case Linked Nov 12, 4:41 PM
Case Number: 00543435
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Nov 12, 5:06 PM
Work Order: WO-01315038
Type: Repair
Priority: PC
👷
▶
3 Technician Assigned Nov 13, 9:56 AM
Technician Assigned → Status: Scheduled → Dispatch Scheduled
🗓️
Status: Scheduled by Erin Martin
From: Entered
To: Scheduled
Duration in Previous: 16h 50m
📅
Dispatch Scheduled by Erin Martin
Scheduled For: 2025-11-13T17:00:00.000+0000, 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
🚨 53.0 business days
👷
▶
3 Technician Assigned Jan 29, 9:45 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
🆕
▶
4 Status: Entered Feb 10, 2:12 PM
Status: Entered → Technician Assigned → Dispatch Scheduled → Status: Scheduled
👷
Technician Assigned by Brandi Rodriguez
Technician: a0h6e00000II9QiAAL, Fady Khouzam
📅
Dispatch Scheduled by Brandi Rodriguez
Scheduled For: 2026-02-13T06:00:00.000+0000, 2026-02-13T00:00:00.000+0000, 2026-02-13T14:00:00.000+0000
🗓️
Status: Scheduled by Brandi Rodriguez
From: Entered
To: Scheduled
Duration in Previous: 2m
⚠️ 7.0 business days
🆕
▶
3 Status: Entered Feb 18, 8:48 AM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Brandi Rodriguez
Technician: Patricia Gordon
📅
Dispatch Scheduled by Brandi Rodriguez
Scheduled For: 2026-02-18T06:00:00.000+0000
⏱️
▶
2 3x Labor Added Feb 19, 6:37 AM
3x Labor Added → Status: Completed
✔️
Status: Completed by Patricia Gordon
From: Scheduled
To: Completed
Duration in Previous: 21h 50m
💵
Expenses Added Feb 19, 6:53 AM
Type: Expenses
Status: Open
Qty: 1
🏁
Status: Closed by Patricia Gordon Feb 19, 8:19 AM
From: Completed
To: Closed
Duration in Previous: 1h 39m
⏱️
Labor Added Feb 19, 11:10 AM
Type: Labor
Status: Open
Qty: 0.016666666666667
📋
Status: 07e-Partial Project by Timothy Amburgey Feb 19, 11:19 AM
From: Closed
To: 07e-Partial Project
Duration in Previous: 3h 0m
📄
Status: Ready to Bill by Timothy Amburgey Feb 19, 4:32 PM
From: 07e-Partial Project
To: Ready to Bill
Duration in Previous: 5h 13m
💰
Status: Invoiced by Josh Longway Feb 20, 4:00 AM
From: Ready to Bill
To: Invoiced
Duration in Previous: 11h 28m

Bottlenecks

Entered
Duration: 1.2 business days (threshold: 4.0 business hours)
Exceeded by 5.9 business hours
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: 6.6 business days (threshold: 2.0 business days)
Exceeded by 4.6 business days
Ready to Bill
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.5 business hours

🔗 Related Artifacts

📞
Case 00543435
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Repair
Branch
ERLA - PROD
Technician
Patricia Gordon
Scheduled
Feb 18, 1:00 AM
Created
Nov 12, 5:06 PM
Invoice #
N/A

Work Details (5)

Name Type Status Qty Amount Date
WL-03111588 Labor Open 3 $155.00 Feb 19, 6:37 AM
WL-03111589 Labor Open 3 $285.00 Feb 19, 6:37 AM
WL-03111590 Travel Open 280 $0.00 Feb 19, 6:37 AM
WL-03111594 Expenses Open 1 $0.00 Feb 19, 6:53 AM
WL-03111922 Labor Open 0.016666666666667 $38.00 Feb 19, 11:10 AM

Details