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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01328042 ↗ ServiceMax

PHILIPS HEALTHCARE • Repair • PC

📍 Thomas Jefferson University — 233 S 10th St, Philadelphia PA, 19107

Dec 24, 2025 → May 20, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Jan 9, 2026
✗ SLA Missed (91 biz days late)
Active: 101 biz days
🕐 Clock stopped: Canceled (May 20, 2026)
▶ Clock Running
Status: Created
Dec 24 → Dec 24, 2025
0 business days (counted)
Running total: 0 of ? biz days used
13d
▶ Clock Running
Status: Ready for Scheduling
Dec 24 → Jan 14, 2026
13 business days (counted)
Running total: 13 of ? biz days used
88d
▶ Clock Running
Status: Assigned
Jan 14 → May 20, 2026
88 business days (counted)
Running total: 101 of ? biz days used
Created: Dec 24, 2025 Canceled: May 20, 2026
Show SLA Clock Detail (3 periods)
Period Status Clock Biz Days Running Total
Dec 24 → Dec 24 Created ▶ Running 0 0
Dec 24 → Jan 14 Ready for Scheduling ▶ Running 13 13
Jan 14 → May 20 Assigned ▶ Running 88 101
Dispatch 0.6d
Coordinators 101.4d
✗ SLA Missed
Dispatch
0.6 days
Over SLA
Coordinators
101.4 days
Over SLA
Created: Dec 24, 2025 Due: Jan 9, 2026 Completed: May 20, 2026 (130 days late)
📅
101.9 days Total Age
⏱️
88.1d in Assigned Longest Stage
🔄
3 transitions Status Changes
⚠️
100.1d 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 #00554116
URGENT Philips WO Request
Closed
Priority
High
Origin
Email
Reason
New Case
Contact
EMSAR EMSAR
Owner
John Rolston
Created
Dec 24, 2025
Work Orders from this Case (1)
WO-01328042 (current) Canceled
Repair
Created: Dec 24, 2025
Behind Schedule - Needs Attention
Canceled • 234 days old
🚨
Primary Delay 88.1 days stuck in "Assigned"
⏱️
Total Delay 100.1 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.6d / 0.5d SLA
Ready for Scheduling
13.3d / 1.0d SLA
Assigned
88.1d / 0.5d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

05/20/2026 RArnold - Work was completed on WO-15073859. The PWO for this EWO was canceled. canceling this EWO

05/18/2026 ARuby - Fady getting with Jerome Taylor on quote jerome.taylor@jefferson.edu

05/13/2026 ARuby - Fady sent email to jerome.taylor@jefferson.edu to work with on quote

05/12/2026 ARuby - PWO canceled. Fady said he'd work on this

 05/05/2026 - ARuby - Fady said he was getting with the customer to create new quote

04/29/2026 - ARuby - Sent email to Fady with repair list for this site. He said he would follow up on WO. The PWO is canceled

04/20/2026 - ARuby - Waiting on PO from customer FU with Fady on request.

04/08/2026 RArnold - Juan confirmed that he wants us to do the repair. Fady requested that he send the PO so a new case can be created.

04/07/2026 - ARuby - emailed jerome.taylor@jefferson.edu on how he would like us to proceed with this repair. Will reach out again on friday


04/01/2026 - ARuby - sent email to FSE michael Steencken asking if he received quote and included Fady to make a new WO.

03/09/2026 SRobinson- Sent email to Jerome to see if he would like to proceed with repairs and continue this FCO.

03/04/2026 SRobinson- PWO is canceled.

02/18/2026 RArnold -Emailed customer to get update on how he wants to proceed with repair.

02/10/2026 RFosbury - PWO is canceled

02/04/2026 RFosbury - assigned to FSE, pending quote

01/30/2026 RFosbury - assigned to FSE, pending quote

01/21/2026 RFosbury assigned to FSE, pending quote

01/14/2026 RFosbury assigned to FSE pending quote.

1/08/2026 RFosbury called 215) 955-6225, call dropped, sending FU email 

12/26/2025 RFosbury - send email to Jerome.Taylor@jefferson.edu, seeing if Mike can be onsite Jan 2nd.

⚠️ Problem Description
FCO86600081: Follow-up Repair to be handled by Philips ASP Emsar. SN: H3567480328F
📄 Description
Philips Trilogy EV300 Hospital Ventilator (DS2200X11B / 989805661881)
📞 Call Description
Repair - Trade

Timeline

📞
Case Linked Dec 24, 11:19 AM
Case Number: 00554116
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Dec 24, 11:27 AM
Work Order: WO-01328042
Type: Repair
Priority: PC
📅
Status: Ready for Scheduling by Rich Fosbury Dec 24, 4:23 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 4h 55m
🚨 14.0 business days
👷
▶
2 Status: Assigned Jan 14, 6:02 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Rich Fosbury
Technician: Michael Steencken
🚨 88.7 business days
🚫
Status: Canceled by Rebecca Arnold May 20, 10:14 AM
From: Assigned
To: Canceled
Duration in Previous: 125d 15h

Bottlenecks

Entered
Duration: 4.9 business hours (threshold: 4.0 business hours)
Exceeded by 0.9 business hours
Ready for Scheduling
Duration: 13.3 business days (threshold: 1.0 business days)
Exceeded by 12.3 business days
Assigned
Duration: 88.1 business days (threshold: 4.0 business hours)
Exceeded by 87.6 business days

🔗 Related Artifacts

📞
Case 00554116
Closed

ℹ️ Work Order Details

Status
Canceled
Priority
PC
Type
Repair
Branch
ERLA - PROD
Technician
Unassigned
Scheduled
N/A
Created
Dec 24, 11:27 AM
Invoice #
N/A

Details