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WO-01326873 ↗ ServiceMax

PHILIPS HEALTHCARE • Preventive Maintenance • PC

📍 Thomas Memorial Hospital — 4605 Maccorkle Ave SW, Charleston WV, 25309

Dec 16, 2025 → Feb 18, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Mar 30, 2026
✓ SLA Met (27 biz days early)
Active: 36 biz days
Paused: 7 biz days
🕐 Clock stopped: Completed (Feb 19, 2026)
▶ Clock Running
Status: Created
Dec 16 → Dec 16, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸7d
⏸ Clock Paused
Status: Ready for Release
Dec 16 → Dec 26, 2025
7 business days (not counted)
36d
▶ Clock Running
Status: Scheduled
Dec 26 → Feb 19, 2026
36 business days (counted)
Running total: 36 of ? biz days used
Created: Dec 16, 2025 Completed: Feb 19, 2026
Show SLA Clock Detail (3 periods)
Period Status Clock Biz Days Running Total
Dec 16 → Dec 16 Created ▶ Running 0 0
Dec 16 → Dec 26 Ready for Release ⏸ Paused 7 —
Dec 26 → Feb 19 Scheduled ▶ Running 36 36
Dispatch 0.2d
Holding 7.2d (excluded)
Coordinators 36.4d
Billing 1.3d
✓ SLA Met
Dispatch
0.2 days
Holding (excluded from total)
7.2 days
Coordinators
36.4 days
Over SLA
Billing
1.3 days
Over SLA
Created: Dec 16, 2025 Due: Mar 30, 2026 Completed: Feb 19, 2026 (39 days early)
📅
42.8 days Total Age
⏱️
36.4d in Scheduled Longest Stage
🔄
6 transitions Status Changes
⚠️
34.7d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
4 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00552228
URGENT Philips WO Request
Closed
EPIQ CVx Ultrasound Circular Edition Installed Product 117908683 - US225B1782
Priority
High
Origin
Email
Reason
New Case
Contact
Linda Keffer
Owner
Shelby Robinson
Created
Dec 16, 2025
Work Orders from this Case (3)
WO-01326872 Invoiced
Preventive Maintenance • Fanfan Siku
Created: Dec 16, 2025 • Closed: Feb 18, 2026
WO-01326873 (current) Invoiced
Preventive Maintenance • Fanfan Siku
Created: Dec 16, 2025 • Closed: Feb 18, 2026
WO-01326874 Invoiced
Preventive Maintenance • Fanfan Siku
Created: Dec 16, 2025 • Closed: Feb 18, 2026
Completed with significant delays
Invoiced • 240 days old
🚨
Primary Delay 36.4 days stuck in "Scheduled"
⏱️
Total Delay 34.7 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
7.2d
Scheduled
36.4d / 2.0d SLA
Closed
1.0d / 1.0d SLA
07e-Partial Project
0.8d
Ready to Bill
1.3d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/26/2025 DMalloy - Email recieved from customer agreeing to have FSE Fanfan onsite on Wednesday, February 18, 2026. Confirmation email sent.  

linda.keffer@wvumedicine.org


12/24/2025 Rbailey - Resent email to Linda for Visibility on previous email


12/22/2025 Rbailey - Called 304.766.3814 NA left VM for Linda Keffer concerning the 3 devices


12/16/2025 DMalloy - First Contact email sent to customer Linda Keffer confirming the device location, serial number and proposed a date and time for a visit. 

linda.keffer@wvumedicine.org

🔧 Work Performed
PM
🔍 Technician Findings
N/A
⚠️ Problem Description
EPIQ CVx Ultrasound Circular Edition Installed Product 108125120- US224B1319
📞 Call Description
PM - Contract - BG Required PM

Timeline

📞
Case Linked Dec 16, 3:20 PM
Case Number: 00552228
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Dec 16, 3:36 PM
Work Order: WO-01326873
Type: Preventive Maintenance
Priority: PC
✅
Status: Ready for Release by Deon Malloy Dec 16, 5:05 PM
From: Entered
To: Ready for Release
Duration in Previous: 1h 28m
⚠️ 7.9 business days
👷
▶
4 Technician Assigned Dec 26, 9:37 AM
Technician Assigned → Dispatch Scheduled → Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Deon Malloy
Scheduled For: 2026-02-18T05:00:00.000+0000, 2026-02-18T00:00:00.000+0000
🗓️
Status: Scheduled by Deon Malloy
From: Ready for Release
To: Scheduled
Duration in Previous: 9d 16h
📅
Dispatch Scheduled by Deon Malloy
Scheduled For: 2026-02-18T18:30:00.000+0000
🚨 36.0 business days
⏱️
▶
2 3x Labor Added Feb 18, 10:16 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Fanfan Siku
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 54d 12h, 0m
⏱️
Labor Added Feb 19, 10:13 AM
Type: Labor
Status: Open
Qty: 0.016666666666667
📋
Status: 07e-Partial Project by Timothy Amburgey Feb 19, 10:23 AM
From: Closed
To: 07e-Partial Project
Duration in Previous: 12h 5m
📄
Status: Ready to Bill by Timothy Amburgey Feb 19, 4:31 PM
From: 07e-Partial Project
To: Ready to Bill
Duration in Previous: 6h 7m
💰
Status: Invoiced by Josh Longway Feb 20, 4:00 AM
From: Ready to Bill
To: Invoiced
Duration in Previous: 11h 29m

Bottlenecks

Scheduled
Duration: 36.4 business days (threshold: 2.0 business days)
Exceeded by 34.4 business days
Ready to Bill
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.5 business hours

🔗 Related Artifacts

📞
Case 00552228
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
ERLA - PROD
Technician
Fanfan Siku
Scheduled
Feb 18, 1:30 PM
Created
Dec 16, 3:36 PM
Invoice #
N/A

Work Details (4)

Name Type Status Qty Amount Date
WL-03111418 Labor Open 2 $0.00 Feb 18, 10:16 PM
WL-03111419 Labor Open 2 $275.00 Feb 18, 10:16 PM
WL-03111420 Travel Open 100 $0.00 Feb 18, 10:16 PM
WL-03111762 Labor Open 0.016666666666667 $38.00 Feb 19, 10:13 AM

Details