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← WO Overview

WO-01324552 ↗ ServiceMax

PHILIPS HEALTHCARE • Repair • PC

📍 UNC Lenoir Health Care, Kinston, NC — 100 Airport Rd, Kinston NC, 28501

Dec 9, 2025 → May 11, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Dec 23, 2025
✗ SLA Missed (95 biz days late)
Active: 105 biz days
🕐 Clock stopped: Canceled (May 11, 2026)
▶ Clock Running
Status: Created
Dec 9 → Dec 10, 2025
1 business day (counted)
Running total: 1 of ? biz days used
13d
▶ Clock Running
Status: Scheduled
Dec 10 → Dec 30, 2025
13 business days (counted)
Running total: 14 of ? biz days used
91d
▶ Clock Running
Status: On Hold
Dec 30 → May 11, 2026
91 business days (counted)
Running total: 105 of ? biz days used
Created: Dec 9, 2025 Canceled: May 11, 2026
Show SLA Clock Detail (3 periods)
Period Status Clock Biz Days Running Total
Dec 9 → Dec 10 Created ▶ Running 1 1
Dec 10 → Dec 30 Scheduled ▶ Running 13 14
Dec 30 → May 11 On Hold ▶ Running 91 105
Dispatch 1.6d
Holding 91.6d (excluded)
Coordinators 14.0d
✗ SLA Missed
Dispatch
1.6 days
Over SLA
Holding (excluded from total)
91.6 days
Coordinators
14.0 days
Over SLA
Created: Dec 9, 2025 Due: Dec 23, 2025 Completed: May 11, 2026 (138 days late)
📅
105.6 days Total Age
⏱️
91.6d in On Hold Longest Stage
🔄
3 transitions Status Changes
⚠️
13.1d 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 #00550239
URGENT Philips WO Request
Closed
Device Failed Preliminary Tests (System Setup) SN: H2834921638CC
Priority
High
Origin
Email
Reason
New Case
Contact
Caleb Duranceau
Owner
Shelby Robinson
Created
Dec 9, 2025
Work Orders from this Case (1)
WO-01324552 (current) Canceled
Repair
Created: Dec 9, 2025
Behind Schedule - Needs Attention
Canceled • 249 days old
🚨
Primary Delay 91.6 days stuck in "On Hold"
⏱️
Total Delay 13.1 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
1.6d / 0.5d SLA
Scheduled
14.0d / 2.0d SLA
On Hold
91.6d

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/30/2025 EMartin dup WO per FSE requesting cancellation 

12/10/2025 EMartin INTERNAL NOTE ***FSE booked with ULS and has PTO week after Christmas booking repair next open date for FSE to complete repair**** 12/09/2025 EMartin FSE working with POC to get update on devices and POs

⚠️ Problem Description
Device Failed Preliminary Tests (System Setup) SN: H2834921638CC
📄 Description
Philips Trilogy EV300 Hospital Ventilator (DS2200X11B / 989805661881)
📞 Call Description
Repair - Trade

Timeline

📞
Case Linked Dec 9, 1:31 PM
Case Number: 00550239
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Dec 9, 1:52 PM
Work Order: WO-01324552
Type: Repair
Priority: PC
👷
▶
4 Technician Assigned Dec 10, 10:58 AM
Technician Assigned → Status: Scheduled → Dispatch Scheduled → Dispatch Scheduled
🗓️
Status: Scheduled by Erin Martin
From: Entered
To: Scheduled
Duration in Previous: 21h 5m
📅
Dispatch Scheduled by Erin Martin
Scheduled For: 2026-01-09T17:00:00.000+0000
📅
Dispatch Scheduled by Erin Martin
Scheduled For: 2026-01-09T13:00:00.000+0000
🚨 14.0 business days
⏸️
Status: On Hold by Erin Martin Dec 30, 2:19 PM
From: Scheduled
To: On Hold
Duration in Previous: 20d 3h
🚨 92.0 business days
🚫
Status: Canceled by Rebecca Arnold May 11, 6:11 PM
From: On Hold
To: Canceled
Duration in Previous: 132d 2h

Bottlenecks

Entered
Duration: 1.6 business days (threshold: 4.0 business hours)
Exceeded by 1.1 business days
Scheduled
Duration: 14.0 business days (threshold: 2.0 business days)
Exceeded by 12.0 business days

🔗 Related Artifacts

📞
Case 00550239
Closed

ℹ️ Work Order Details

Status
Canceled
Priority
PC
Type
Repair
Branch
ERLA - PROD
Technician
Unassigned
Scheduled
N/A
Created
Dec 9, 1:52 PM
Invoice #
N/A

Details