Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01337988 ↗ ServiceMax

PHILIPS HEALTHCARE • Repair • PC

📍 Montgomery General Hospital Inc DBA Medstar Montgomery Medical Center — 18101 Prince Philip Dr, Olney MD, 20832

Jan 15, 2026 → Mar 25, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Jan 29, 2026
✗ SLA Missed (38 biz days late)
Active: 47 biz days
🕐 Clock stopped: Completed (Mar 25, 2026)
▶ Clock Running
Status: Created
Jan 15 → Jan 15, 2026
0 business days (counted)
Running total: 0 of ? biz days used
16d
▶ Clock Running
Status: Assigned
Jan 15 → Feb 9, 2026
16 business days (counted)
Running total: 16 of ? biz days used
4d
▶ Clock Running
Status: Scheduled
Feb 9 → Feb 16, 2026
4 business days (counted)
Running total: 20 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 16 → Feb 16, 2026
0 business days (counted)
Running total: 20 of ? biz days used
▶ Clock Running
Status: Scheduled
Feb 16 → Feb 16, 2026
0 business days (counted)
Running total: 20 of ? biz days used
▶ Clock Running
Status: Entered
Feb 16 → Feb 16, 2026
0 business days (counted)
Running total: 20 of ? biz days used
18d
▶ Clock Running
Status: Assigned
Feb 16 → Mar 12, 2026
18 business days (counted)
Running total: 38 of ? biz days used
9d
▶ Clock Running
Status: Scheduled
Mar 12 → Mar 25, 2026
9 business days (counted)
Running total: 47 of ? biz days used
▶ Clock Running
Status: Tech On Site
Mar 25 → Mar 25, 2026
0 business days (counted)
Running total: 47 of ? biz days used
Created: Jan 15, 2026 Completed: Mar 25, 2026
Show SLA Clock Detail (9 periods)
Period Status Clock Biz Days Running Total
Jan 15 → Jan 15 Created ▶ Running 0 0
Jan 15 → Feb 9 Assigned ▶ Running 16 16
Feb 9 → Feb 16 Scheduled ▶ Running 4 20
Feb 16 → Feb 16 Ready for Scheduling ▶ Running 0 20
Feb 16 → Feb 16 Scheduled ▶ Running 0 20
Feb 16 → Feb 16 Entered ▶ Running 0 20
Feb 16 → Mar 12 Assigned ▶ Running 18 38
Mar 12 → Mar 25 Scheduled ▶ Running 9 47
Mar 25 → Mar 25 Tech On Site ▶ Running 0 47
Dispatch 0.7d
Coordinators 49.2d
Field Work 0.9d
Billing 1.4d
✗ SLA Missed
Dispatch
0.7 days
Over SLA
Coordinators
49.2 days
Over SLA
Field Work
0.9 days
Billing
1.4 days
Over SLA
Created: Jan 15, 2026 Due: Jan 29, 2026 Completed: Mar 25, 2026 (54 days late)
📅
48.0 days Total Age
⏱️
18.0d in Assigned Longest Stage
🔄
11 transitions Status Changes
⚠️
44.9d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
8 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00559294
URGENT Philips WO Request
Closed
FCO86600081 follow up repair to be completed by ASP Emsar. Serial number H29655060B268
Priority
High
Origin
Email
Reason
New Case
Contact
Chris Quist
Owner
Shelby Robinson
Created
Jan 15, 2026
Work Orders from this Case (1)
WO-01337988 (current) Invoiced
Repair • Allan Klus
Created: Jan 15, 2026 • Closed: Mar 25, 2026
Completed with significant delays
Invoiced • 213 days old
🚨
Primary Delay 18.0 days stuck in "Assigned"
⏱️
Total Delay 44.9 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.7d / 0.5d SLA
Assigned
34.6d / 0.5d SLA
Scheduled
14.6d / 2.0d SLA
Ready for Scheduling
0.0d / 1.0d SLA
Tech On Site
0.9d / 1.0d SLA
Closed
1.2d / 1.0d SLA
07e-Partial Project
0.4d
Ready to Bill
1.4d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

03/13/2026 SRobinson- Parts did not arrive. Scheduled date needs updated but getting error in philips.

03/13/2026 SRobinson - Part did not arrive today. Pushing date out.

03/12/2026 SRobinson- Dispatching WO to Allan for tomorrow.

03/09/2026 SRobinson- Fady working with the customer on this PO.

03/04/2026 SRobinson- Allan working with the customer to get hard copy PO.

02/25/2026 RFosbury sending F/U email to christian.g.quist@medstar.net about receiving the PO.

02/16/2026 RFosbury FSE does not have hard copy of the PO and parts are not ordered. Working to reschedule.

02/09/2026 RFosbury Dispatch to Allan K for Feb 16th

01/30/2026 RFosbury RFosbury PO accepted, working to schedule.

01/15/2026 RFosbury assigned to FSE Pending Entitlement.

🔧 Work Performed
Disassembled, replaced 3-way solenoid valve and proportional valves, reassembled and tested per the Trilogy EV300 Field Service Manual Rev 4. All required tests passed.
🔍 Technician Findings
Failed the pre-test for FCO96600081
⚠️ Problem Description
FCO86600081 follow up repair to be completed by ASP Emsar. Serial number H29655060B268
📄 Description
Philips Trilogy EV300 Hospital Ventilator (DS2200X11B / 989805661881)
📞 Call Description
Repair - Trade

Timeline

📞
Case Linked Jan 15, 8:25 AM
Case Number: 00559294
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Jan 15, 9:01 AM
Work Order: WO-01337988
Type: Repair
Priority: PC
👷
▶
2 Technician Assigned Jan 15, 2:17 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Rich Fosbury
From: Entered
To: Assigned
Duration in Previous: 5h 15m
🚨 17.0 business days
📅
▶
2 Dispatch Scheduled Feb 9, 10:20 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Rich Fosbury
From: Assigned
To: Scheduled
Duration in Previous: 24d 20h
⚠️ 5.0 business days
📅
▶
6 Dispatch Scheduled Feb 16, 8:14 AM
Dispatch Scheduled → Status: Ready for Scheduling → Technician Assigned → Status: Scheduled → Technician Assigned → Status: Assigned
📅
Status: Ready for Scheduling by Rich Fosbury
From: Scheduled
To: Ready for Scheduling
Duration in Previous: 6d 21h
👷
Technician Assigned by Rich Fosbury
Technician: Allan Klus
🗓️
Status: Scheduled by Rich Fosbury
From: Ready for Scheduling, Scheduled
To: Scheduled, Entered
Duration in Previous: 1m, 0m
👷
Technician Assigned by Rich Fosbury
Technician: Allan Klus
👷
Status: Assigned by Rich Fosbury
From: Entered
To: Assigned
Duration in Previous: 0m
🚨 18.0 business days
📅
▶
2 Dispatch Scheduled Mar 12, 3:26 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Shelby Robinson
From: Assigned
To: Scheduled
Duration in Previous: 24d 6h
⏳ 2.0 business days
📅
Dispatch Scheduled by Shelby Robinson Mar 13, 5:48 PM
Scheduled For: 2026-03-25T12:00:00.000+0000
⚠️ 8.8 business days
🔧
Status: Tech On Site by Allan Klus Mar 25, 10:51 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 12d 19h
⏱️
2x Labor Added Mar 25, 11:22 AM
Type: Labor
Status: Open
Qty: 2, 0.5
⏱️
▶
2 2x Labor Added Mar 25, 5:47 PM
2x Labor Added → 3x Expenses Added
💵
3x Expenses Added
Type: Expenses
Status: Open
Qty: 1
✔️
Status: Completed by Allan Klus Mar 25, 6:18 PM
From: Tech On Site, Completed, Tech Off Site
To: Completed, Tech Off Site, Closed
Duration in Previous: 7h 27m, 0m
⏱️
Labor Added Mar 26, 1:29 PM
Type: Labor
Status: Open
Qty: 0.016666666666667
📋
Status: 07e-Partial Project by Timothy Amburgey Mar 26, 1:41 PM
From: Closed
To: 07e-Partial Project
Duration in Previous: 19h 22m
📄
Status: Ready to Bill by Timothy Amburgey Mar 26, 4:42 PM
From: 07e-Partial Project
To: Ready to Bill
Duration in Previous: 3h 1m
💰
Status: Invoiced by Josh Longway Mar 27, 4:00 AM
From: Ready to Bill
To: Invoiced
Duration in Previous: 11h 17m

Bottlenecks

Entered
Duration: 5.3 business hours (threshold: 4.0 business hours)
Exceeded by 1.3 business hours
Assigned
Duration: 16.6 business days (threshold: 4.0 business hours)
Exceeded by 16.1 business days
Scheduled
Duration: 5.0 business days (threshold: 2.0 business days)
Exceeded by 3.0 business days
Assigned
Duration: 18.0 business days (threshold: 4.0 business hours)
Exceeded by 17.5 business days
Scheduled
Duration: 9.6 business days (threshold: 2.0 business days)
Exceeded by 7.6 business days
Closed
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.7 business hours
Ready to Bill
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.3 business hours

🔗 Related Artifacts

📞
Case 00559294
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Repair
Branch
ERLA - PROD
Technician
Allan Klus
Scheduled
Mar 25, 8:00 AM
Created
Jan 15, 9:01 AM
Invoice #
N/A

Work Details (8)

Name Type Status Qty Amount Date
WL-03158500 Labor Open 2 $155.00 Mar 25, 11:22 AM
WL-03158501 Labor Open 0.5 $0.00 Mar 25, 11:22 AM
WL-03159339 Labor Open 2.5 $237.50 Mar 25, 5:47 PM
WL-03159340 Travel Open 77 $0.00 Mar 25, 5:47 PM
WL-03159347 Expenses Open 1 $0.00 Mar 25, 5:49 PM
WL-03159348 Expenses Open 1 $0.00 Mar 25, 5:49 PM
WL-03159349 Expenses Open 1 $0.00 Mar 25, 5:49 PM
WL-03160899 Labor Open 0.016666666666667 $38.00 Mar 26, 1:29 PM

Details