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WO-01340034 ↗ ServiceMax

PHILIPS HEALTHCARE • Preventive Maintenance • PC

📍 STATE OF NEW JERSEY — 380 Scotch Rd, Ewing NJ, 08628

Jan 27, 2026 → Apr 6, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Feb 28, 2026
✗ SLA Missed (26 biz days late)
Active: 48 biz days
🕐 Clock stopped: Completed (Apr 6, 2026)
▶ Clock Running
Status: Created
Jan 27 → Jan 27, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 27 → Jan 28, 2026
1 business day (counted)
Running total: 1 of ? biz days used
13d
▶ Clock Running
Status: On Hold
Jan 28 → Feb 17, 2026
13 business days (counted)
Running total: 14 of ? biz days used
34d
▶ Clock Running
Status: Scheduled
Feb 17 → Apr 6, 2026
34 business days (counted)
Running total: 48 of ? biz days used
Created: Jan 27, 2026 Completed: Apr 6, 2026
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Jan 27 → Jan 27 Created ▶ Running 0 0
Jan 27 → Jan 28 Ready for Scheduling ▶ Running 1 1
Jan 28 → Feb 17 On Hold ▶ Running 13 14
Feb 17 → Apr 6 Scheduled ▶ Running 34 48
Dispatch 0.1d
Holding 13.4d (excluded)
Coordinators 36.7d
✗ SLA Missed
Dispatch
0.1 days
Holding (excluded from total)
13.4 days
Coordinators
36.7 days
Over SLA
Created: Jan 27, 2026 Due: Feb 28, 2026 Completed: Apr 6, 2026 (36 days late)
📅
49.0 days Total Age
⏱️
34.7d in Scheduled Longest Stage
🔄
5 transitions Status Changes
⚠️
36.7d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
1 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00562381
URGENT Philips WO Request
Closed
PM - Contract - BG Required PM - PMPLAN1084584 - CON1166451
Priority
High
Origin
Email
Reason
New Case
Contact
Shawn Higgs
Owner
Erin Martin
Created
Jan 27, 2026
Work Orders from this Case (2)
WO-01340034 (current) Invoiced
Preventive Maintenance • Fady Messak
Created: Jan 27, 2026 • Closed: Apr 6, 2026
WO-01340037 Invoiced
Preventive Maintenance • Shady Messak
Created: Jan 27, 2026 • Closed: Jan 30, 2026
Completed with significant delays
Invoiced • 201 days old
🚨
Primary Delay 34.7 days stuck in "Scheduled"
⏱️
Total Delay 36.7 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.1d / 0.5d SLA
Ready for Scheduling
2.0d / 1.0d SLA
On Hold
13.4d
Scheduled
34.7d / 2.0d SLA
Closed
4.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

01/27/2026 RArnold - DO NOT DISPATCH. WO to stay on hold to keep case open.

🔧 Work Performed
Closed WO - no work completed
⚠️ Problem Description
PM - Contract - BG Required PM - PMPLAN1084584 - CON1166451
📄 Description
V60 Ventilator
📞 Call Description
PM - Contract - BG Required PM

Timeline

📞
Case Linked Jan 27, 10:30 AM
Case Number: 00562381
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Jan 27, 10:42 AM
Work Order: WO-01340034
Type: Preventive Maintenance
Priority: PC
📅
Status: Ready for Scheduling by Rebecca Arnold Jan 27, 11:08 AM
From: Entered
To: Ready for Scheduling
Duration in Previous: 26m
⏳ 2.0 business days
⏸️
Status: On Hold by Rebecca Arnold Jan 28, 3:54 PM
From: Ready for Scheduling
To: On Hold
Duration in Previous: 1d 4h
🚨 14.0 business days
🗓️
▶
3 Status: Scheduled Feb 17, 1:32 PM
Status: Scheduled → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Rebecca Arnold
Technician: Fady Messak
📅
Dispatch Scheduled by Rebecca Arnold
Scheduled For: 2026-03-28T12:00:00.000+0000, 2026-03-27T12:00:00.000+0000
🚨 25.0 business days
📅
Dispatch Scheduled by Fady Messak Mar 23, 10:57 AM
Scheduled For: 2026-03-23T14:57:00.000+0000
📅
Dispatch Scheduled by Fady Messak Mar 23, 11:11 AM
Scheduled For: 2026-03-23T15:10:00.000+0000
🚨 11.0 business days
⏱️
▶
3 Labor Added Apr 6, 8:16 AM
Labor Added → Dispatch Scheduled → Status: Completed
📅
Dispatch Scheduled by Fady Messak
Scheduled For: 2026-03-30T15:10:00.000+0000
✔️
Status: Completed by Fady Messak
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 47d 17h, 0m
⏳ 4.0 business days
📄
▶
2 Status: Ready to Bill Apr 9, 11:21 AM
Status: Ready to Bill → Invoice Created
🧾
Invoice Created
Invoice Number: SM-258786

Bottlenecks

Ready for Scheduling
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 7.9 business hours
Scheduled
Duration: 34.7 business days (threshold: 2.0 business days)
Exceeded by 32.7 business days
Closed
Duration: 4.0 business days (threshold: 1.0 business days)
Exceeded by 3.0 business days

🔗 Related Artifacts

📞
Case 00562381
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
ERLA - PROD
Technician
Fady Messak
Scheduled
Mar 30, 11:10 AM
Created
Jan 27, 10:42 AM
Invoice #
SM-258786

Work Details (1)

Name Type Status Qty Amount Date
WL-03174163 Labor Open 0.25 $0.00 Apr 6, 8:16 AM

Details