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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01327423 ↗ ServiceMax

PHILIPS HEALTHCARE • Repair • PC

📍 Virtua-Wjhs Support Serv Center — 20 W Stow Rd Ste 3, Marlton NJ, 08053

Dec 19, 2025 → Apr 27, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Jan 2, 2026
✗ SLA Missed (79 biz days late)
Active: 87 biz days
🕐 Clock stopped: Canceled (Apr 27, 2026)
▶ Clock Running
Status: Created
Dec 19 → Dec 19, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸ Clock Paused
Status: Ready for Release
Dec 19 → Dec 19, 2025
0 business days (not counted)
87d
▶ Clock Running
Status: Assigned
Dec 19 → Apr 27, 2026
87 business days (counted)
Running total: 87 of ? biz days used
Created: Dec 19, 2025 Canceled: Apr 27, 2026
Show SLA Clock Detail (3 periods)
Period Status Clock Biz Days Running Total
Dec 19 → Dec 19 Created ▶ Running 0 0
Dec 19 → Dec 19 Ready for Release ⏸ Paused 0 —
Dec 19 → Apr 27 Assigned ▶ Running 87 87
Dispatch 0.0d
Coordinators 87.8d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
87.8 days
Over SLA
Created: Dec 19, 2025 Due: Jan 2, 2026 Completed: Apr 27, 2026 (114 days late)
📅
87.9 days Total Age
⏱️
87.8d in Assigned Longest Stage
🔄
2 transitions Status Changes
⚠️
87.3d 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 #00553165
URGENT Philips WO Request
Closed
Nkosi Wilson - Upon initial inspection of device, DUT failed AECM Verification Testm 12/17/2025. Informed Trevor Edens of repair requirements and that FCO may not be implemented until repair is complete. Customer Request Philips ASP to perform repair. (DO NOT ORDER PARTS). Valve, proportional (AECM) 453561539901 Qty. 1 Valve, three-way solenoid 453561539911 Qty. 1
Priority
High
Origin
Email
Reason
New Case
Contact
Trevor Edens
Owner
Shelby Robinson
Created
Dec 19, 2025
Work Orders from this Case (2)
WO-01327422 Canceled
Repair
Created: Dec 19, 2025
WO-01327423 (current) Canceled
Repair
Created: Dec 19, 2025
Behind Schedule - Needs Attention
Canceled • 239 days old
🚨
Primary Delay 87.8 days stuck in "Assigned"
⏱️
Total Delay 87.3 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.0d / 0.5d SLA
Assigned
87.8d / 0.5d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

04/27/2026 RArnold - Michael completed FCO on 04/17. Repair not needed. Canceling this EWO


04/20/2026 - ARuby - Asked michael if he's received PO for WO so we can create new PWO.


04/15/2026 - ARuby - Assigning to Michael per Doug. New PWOs need created


04/02/2026 DMalloy - Reassigning WO to Rodney per Fadys request.


03/05/2026 SRobinson- Reassigning WO to Rodney per Fadys request.

02/17/2026 RArnold - PWO Canceled. DO NOT cancel EWO so we do not lose visibility

12/31/2025 RArnold - PWO pending entitlement

12/19/2025 RArnold -WO for device that failed FCO81. PWO pending entitlement

⚠️ Problem Description
Nkosi Wilson - Upon initial inspection of device, DUT failed AECM Verification Testm 12/17/2025. Informed Trevor Edens of repair requirements and that FCO may not be implemented until repair is complete. Customer Request Philips ASP to perform repair. (DO NOT ORDER PARTS). Valve, proportional (AECM) 453561539901 Qty. 1 Valve, three-way solenoid 453561539911 Qty. 1
📄 Description
Philips Trilogy EV300 Hospital Ventilator (DS2200X11B / 989805661881)
📞 Call Description
Repair - Trade

Timeline

📞
Case Linked Dec 19, 11:50 AM
Case Number: 00553165
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Dec 19, 12:07 PM
Work Order: WO-01327423
Type: Repair
Priority: PC
✅
▶
2 Status: Ready for Release Dec 19, 12:13 PM
Status: Ready for Release → Technician Assigned
👷
Technician Assigned by Rebecca Arnold
Technician: Nkosi Wilson
🚨 30.0 business days
👷
Technician Assigned by Rebecca Arnold Feb 3, 3:36 PM
Technician: Fady Messak
🚨 22.0 business days
👷
Technician Assigned by Shelby Robinson Mar 5, 3:03 PM
Technician: a0h5A00000GzKA0QAN, Rodney Charles
🚨 30.0 business days
👷
Technician Assigned by Autumn Ruby Apr 15, 5:40 PM
Technician: a0h5A00000GzKATQA3, Michael Steencken
⚠️ 8.8 business days
🚫
Status: Canceled by Rebecca Arnold Apr 27, 10:15 AM
From: Assigned
To: Canceled
Duration in Previous: 128d 21h

Bottlenecks

Assigned
Duration: 87.8 business days (threshold: 4.0 business hours)
Exceeded by 87.3 business days

🔗 Related Artifacts

📞
Case 00553165
Closed

ℹ️ Work Order Details

Status
Canceled
Priority
PC
Type
Repair
Branch
ERLA - PROD
Technician
Unassigned
Scheduled
N/A
Created
Dec 19, 12:07 PM
Invoice #
N/A

Details