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WO-01328708 ↗ ServiceMax

PHILIPS HEALTHCARE • Repair • PC

📍 ROCKDALE MED CTR — 1412 Milstead Ave NE, Conyers GA, 30012

Jan 2, 2026 → Mar 20, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Jan 16, 2026
✗ SLA Missed (44 biz days late)
Active: 54 biz days
🕐 Clock stopped: Completed (Mar 23, 2026)
▶ Clock Running
Status: Created
Jan 2 → Jan 2, 2026
0 business days (counted)
Running total: 0 of ? biz days used
23d
▶ Clock Running
Status: Assigned
Jan 2 → Feb 5, 2026
23 business days (counted)
Running total: 23 of ? biz days used
▶ Clock Running
Status: Scheduled
Feb 5 → Feb 11, 2026
4 business days (counted)
Running total: 27 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 11 → Feb 15, 2026
2 business days (counted)
Running total: 29 of ? biz days used
25d
▶ Clock Running
Status: Incomplete
Feb 15 → Mar 23, 2026
25 business days (counted)
Running total: 54 of ? biz days used
Created: Jan 2, 2026 Completed: Mar 23, 2026
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Jan 2 → Jan 2 Created ▶ Running 0 0
Jan 2 → Feb 5 Assigned ▶ Running 23 23
Feb 5 → Feb 11 Scheduled ▶ Running 4 27
Feb 11 → Feb 15 Tech On Site ▶ Running 2 29
Feb 15 → Mar 23 Incomplete ▶ Running 25 54
Dispatch 0.8d
Coordinators 27.9d
Field Work 3.0d
Incomplete 24.3d (excluded)
Billing 2.0d
✗ SLA Missed
Dispatch
0.8 days
Over SLA
Coordinators
27.9 days
Over SLA
Field Work
3.0 days
Over SLA
Incomplete (excluded from total)
24.3 days
Billing
2.0 days
Over SLA
Created: Jan 2, 2026 Due: Jan 16, 2026 Completed: Mar 21, 2026 (63 days late)
📅
54.0 days Total Age
⏱️
24.3d in Incomplete Longest Stage
🔄
7 transitions Status Changes
⚠️
31.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
1 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00555525
URGENT Philips WO Request
Closed
FCO81 System Setup FAILED Active Exhalation Verification: S(+) P(-): Pilot: Reading 1.57 cmH2O -1.50 1.50
Priority
High
Origin
Email
Reason
New Case
Contact
Erika Reovan
Owner
Kimberly Hardison
Created
Jan 2, 2026
Work Orders from this Case (1)
WO-01328708 (current) Invoiced
Repair • Bruce Ballard
Created: Jan 2, 2026 • Closed: Mar 20, 2026
Completed with significant delays
Invoiced • 223 days old
🚨
Primary Delay 24.3 days stuck in "Incomplete"
⏱️
Total Delay 31.6 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.8d / 0.5d SLA
Assigned
23.4d / 0.5d SLA
Scheduled
4.5d / 2.0d SLA
Tech On Site
3.0d / 1.0d SLA
Incomplete
24.3d
Closed
4.0d / 1.0d SLA
Ready to Bill
2.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

02/13/2026 BBallard - Replacing blower assembly and all tubes did not fix the Leak Test Failure. Pending next steps before follow up is scheduled.

02/05/2026 Brod - called 7709183774 spoke to biomed, confirmed FSE onsite for 02/12. 

01/02/2025 EMartin FSE working with Erika to get quotes and PO 

🔧 Work Performed
troubleshot unit but need further repairs.
🔍 Technician Findings
unit still failing the leak test
⚠️ Problem Description
FCO81 System Setup FAILED Active Exhalation Verification: S(+) P(-): Pilot: Reading 1.57 cmH2O -1.50 1.50
📄 Description
Philips Trilogy EV300 Hospital Ventilator (DS2200X11B / 989805661881)
📞 Call Description
Repair - Trade

Timeline

📞
Case Linked Jan 2, 8:24 AM
Case Number: 00555525
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Jan 2, 9:36 AM
Work Order: WO-01328708
Type: Repair
Priority: PC
👷
▶
2 Technician Assigned Jan 2, 3:42 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Erin Martin
From: Entered
To: Assigned
Duration in Previous: 6h 6m
🚨 24.0 business days
📅
▶
3 Dispatch Scheduled Feb 5, 3:22 PM
Dispatch Scheduled → Status: Scheduled → Dispatch Scheduled
🗓️
Status: Scheduled by Brandi Rodriguez
From: Assigned
To: Scheduled
Duration in Previous: 33d 23h
📅
Dispatch Scheduled by Brandi Rodriguez
Scheduled For: 2026-02-12T14:00:00.000+0000
⚠️ 5.0 business days
📅
▶
2 Dispatch Scheduled Feb 11, 9:25 AM
Dispatch Scheduled → Status: Tech On Site
🔧
Status: Tech On Site by Bruce Ballard
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 18h
⏳ 3.0 business days
⚠️
Status: Incomplete by Bruce Ballard Feb 14, 10:36 PM
From: Tech On Site
To: Incomplete
Duration in Previous: 3d 13h
🚨 24.0 business days
⏱️
Labor Added Mar 22, 9:55 PM
Type: Labor
Status: Open
Qty: 1
✔️
Status: Completed by Fady Messak Mar 22, 10:09 PM
From: Incomplete, Completed
To: Completed, Closed
Duration in Previous: 35d 22h, 0m
⏳ 4.0 business days
📄
Status: Ready to Bill by Timothy Amburgey Mar 26, 11:36 AM
From: Closed
To: Ready to Bill
Duration in Previous: 3d 13h
💰
Status: Invoiced by Josh Longway Mar 27, 4:00 AM
From: Ready to Bill
To: Invoiced
Duration in Previous: 16h 23m

Bottlenecks

Entered
Duration: 6.1 business hours (threshold: 4.0 business hours)
Exceeded by 2.1 business hours
Assigned
Duration: 23.4 business days (threshold: 4.0 business hours)
Exceeded by 22.9 business days
Scheduled
Duration: 4.5 business days (threshold: 2.0 business days)
Exceeded by 2.5 business days
Tech On Site
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Closed
Duration: 4.0 business days (threshold: 1.0 business days)
Exceeded by 3.0 business days
Ready to Bill
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00555525
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Repair
Branch
ERLA - PROD
Technician
Bruce Ballard
Scheduled
Feb 11, 9:00 AM
Created
Jan 2, 9:36 AM
Invoice #
N/A

Work Details (1)

Name Type Status Qty Amount Date
WL-03154765 Labor Open 1 $95.00 Mar 22, 9:55 PM

Details