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← WO Overview

WO-01327778 ↗ ServiceMax

PHILIPS HEALTHCARE • FCO • PC

📍 Indiana University of Pennsylvania — 650 S 13th St, Indiana PA, 15701

Dec 23, 2025 → May 22, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Dec 31, 2026
✓ SLA Met (150 biz days early)
Active: 104 biz days
🕐 Clock stopped: Completed (May 24, 2026)
▶ Clock Running
Status: Created
Dec 23 → Dec 24, 2025
1 business day (counted)
Running total: 1 of ? biz days used
49d
▶ Clock Running
Status: Ready for Scheduling
Dec 24 → Mar 9, 2026
49 business days (counted)
Running total: 50 of ? biz days used
54d
▶ Clock Running
Status: Scheduled
Mar 9 → May 24, 2026
54 business days (counted)
Running total: 104 of ? biz days used
Created: Dec 23, 2025 Completed: May 24, 2026
Show SLA Clock Detail (3 periods)
Period Status Clock Biz Days Running Total
Dec 23 → Dec 24 Created ▶ Running 1 1
Dec 24 → Mar 9 Ready for Scheduling ▶ Running 49 50
Mar 9 → May 24 Scheduled ▶ Running 54 104
Dispatch 1.9d
Coordinators 104.9d
Billing 1.4d
✓ SLA Met
Dispatch
1.9 days
Over SLA
Coordinators
104.9 days
Over SLA
Billing
1.4 days
Over SLA
Created: Dec 23, 2025 Due: Dec 31, 2026 Completed: May 22, 2026 (223 days early)
📅
104.9 days Total Age
⏱️
54.9d in Scheduled Longest Stage
🔄
6 transitions Status Changes
⚠️
103.8d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00553791
URGENT Philips WO Request
Closed
V60/V60 Plus Ventilator - NRTL Labeling Change to Remove CSA Mark (US, US Territories and Canada)
Priority
High
Origin
Email
Reason
New Case
Contact
N/A
Owner
Shelby Robinson
Created
Dec 23, 2025
Work Orders from this Case (1)
WO-01327778 (current) Invoiced
FCO • Fady Messak
Created: Dec 23, 2025 • Closed: May 22, 2026
Completed with significant delays
Invoiced • 235 days old
🚨
Primary Delay 54.9 days stuck in "Scheduled"
⏱️
Total Delay 103.8 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
Ready for Scheduling
50.0d / 1.0d SLA
Scheduled
54.9d / 2.0d SLA
Closed
1.0d / 1.0d SLA
07e-Partial Project
3.0d
Ready to Bill
1.4d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

05/15/2026 ARoosa - FSE to close WO


04/13/2026 ARoosa -FSE to close WO 


03/09/2026 RArnold - Dispatching to Fady per his request


02/06/2026 MHamersley - this work order should be cancelled.


01/22/2026 MNewman - Fanfan completed ANR on 0126101833 for same device for FCO66


12/23/2025 MHamersley - per email from Jackie Heisler, Program Director, Respiratory Care Program, stating, "Our equipment is used for education purposes only and not for patient use", they have refused all recalls in the past.

🔧 Work Performed
V60/V60 Plus Ventilator - NRTL Labeling Change to Remove CSA Mark (US, US Territories and Canada)
⚠️ Problem Description
V60/V60 Plus Ventilator - NRTL Labeling Change to Remove CSA Mark (US, US Territories and Canada)
📄 Description
V60 Ventilator
📞 Call Description
FCO86600069

Timeline

📞
Case Linked Dec 23, 10:54 AM
Case Number: 00553791
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Dec 23, 11:32 AM
Work Order: WO-01327778
Type: FCO
Priority: PC
📅
Status: Ready for Scheduling by Mary Hamersley Dec 24, 11:02 AM
From: Entered
To: Ready for Scheduling
Duration in Previous: 23h 30m
🚨 50.0 business days
👷
▶
3 Technician Assigned Mar 9, 12:47 PM
Technician Assigned → Dispatch Scheduled → Status: Scheduled
📅
Dispatch Scheduled by Rebecca Arnold
Scheduled For: 2026-03-13T12:00:00.000+0000
🗓️
Status: Scheduled by Rebecca Arnold
From: Ready for Scheduling
To: Scheduled
Duration in Previous: 75d 0h
🚨 11.0 business days
📅
Dispatch Scheduled by Fady Messak Mar 23, 11:12 AM
Scheduled For: 2026-03-23T15:12:00.000+0000
🚨 16.0 business days
📅
Dispatch Scheduled by Fady Messak Apr 13, 10:27 AM
Scheduled For: 2026-04-13T15:12:00.000+0000
⚠️ 7.0 business days
📅
Dispatch Scheduled by Fady Messak Apr 21, 4:44 PM
Scheduled For: 2026-04-27T15:12:00.000+0000
🚨 14.9 business days
📅
Dispatch Scheduled by Fady Messak May 11, 1:50 PM
Scheduled For: 2026-05-11T17:50:00.000+0000
🚨 10.0 business days
📅
▶
3 Dispatch Scheduled May 24, 2:27 PM
Dispatch Scheduled → 2x Labor Added → Status: Completed
⏱️
2x Labor Added
Type: Labor
Status: Open
Qty: 1, 2
✔️
Status: Completed by Fady Messak
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 76d 1h, 0m
⏳ 1.0 business days
⏱️
▶
2 Labor Added May 26, 11:02 AM
Labor Added → Status: 07e-Partial Project
📋
Status: 07e-Partial Project by Timothy Amburgey
From: Closed
To: 07e-Partial Project
Duration in Previous: 1d 20h
⏳ 3.0 business days
📄
Status: Ready to Bill by Timothy Amburgey May 28, 4:37 PM
From: 07e-Partial Project
To: Ready to Bill
Duration in Previous: 2d 5h
💰
Status: Invoiced by Josh Longway May 29, 4:00 AM
From: Ready to Bill
To: Invoiced
Duration in Previous: 11h 22m

Bottlenecks

Entered
Duration: 1.9 business days (threshold: 4.0 business hours)
Exceeded by 1.4 business days
Ready for Scheduling
Duration: 50.0 business days (threshold: 1.0 business days)
Exceeded by 49.0 business days
Scheduled
Duration: 54.9 business days (threshold: 2.0 business days)
Exceeded by 52.9 business days
Ready to Bill
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.4 business hours

🔗 Related Artifacts

📞
Case 00553791
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
FCO
Branch
ERLA - PROD
Technician
Fady Messak
Scheduled
May 22, 1:50 PM
Created
Dec 23, 11:32 AM
Invoice #
N/A

Work Details (3)

Name Type Status Qty Amount Date
WL-03237361 Labor Open 1 $95.00 May 24, 2:31 PM
WL-03237362 Labor Open 2 $155.00 May 24, 2:31 PM
WL-03237842 Labor Open - $38.00 May 26, 11:02 AM

Details