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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01341330 ↗ ServiceMax

PHILIPS HEALTHCARE • Repair • PC

📍 New York Presbyterian Hospital- 165th St — 627 W 165th St, New York NY, 10032

Feb 2, 2026 → Mar 6, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Feb 11, 2026
✗ SLA Missed (10 biz days late)
Active: 17 biz days
Paused: 6 biz days
🕐 Clock stopped: Completed (Mar 7, 2026)
▶ Clock Running
Status: Created
Feb 2 → Feb 2, 2026
0 business days (counted)
Running total: 0 of ? biz days used
⏸6d
⏸ Clock Paused
Status: Ready for Release
Feb 2 → Feb 10, 2026
6 business days (not counted)
7d
▶ Clock Running
Status: Scheduled
Feb 10 → Feb 20, 2026
7 business days (counted)
Running total: 7 of ? biz days used
▶ Clock Running
Status: Entered
Feb 20 → Feb 20, 2026
0 business days (counted)
Running total: 7 of ? biz days used
4d
▶ Clock Running
Status: Scheduled
Feb 20 → Feb 26, 2026
4 business days (counted)
Running total: 11 of ? biz days used
▶ Clock Running
Status: Entered
Feb 26 → Feb 26, 2026
0 business days (counted)
Running total: 11 of ? biz days used
6d
▶ Clock Running
Status: Scheduled
Feb 26 → Mar 7, 2026
6 business days (counted)
Running total: 17 of ? biz days used
Created: Feb 2, 2026 Completed: Mar 7, 2026
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Feb 2 → Feb 2 Created ▶ Running 0 0
Feb 2 → Feb 10 Ready for Release ⏸ Paused 6 —
Feb 10 → Feb 20 Scheduled ▶ Running 7 7
Feb 20 → Feb 20 Entered ▶ Running 0 7
Feb 20 → Feb 26 Scheduled ▶ Running 4 11
Feb 26 → Feb 26 Entered ▶ Running 0 11
Feb 26 → Mar 7 Scheduled ▶ Running 6 17
Dispatch 0.4d
Holding 6.4d (excluded)
Coordinators 18.7d
Billing 1.5d
✗ SLA Missed
Dispatch
0.4 days
Holding (excluded from total)
6.4 days
Coordinators
18.7 days
Over SLA
Billing
1.5 days
Over SLA
Created: Feb 2, 2026 Due: Feb 11, 2026 Completed: Mar 7, 2026 (23 days late)
📅
23.8 days Total Age
⏱️
7.3d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
16.2d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00564322
URGENT Philips WO Request. Waiting for active SMC
Closed
giving error message no o2 not available when o2 is attached, both wall o2 and tank. Street 627 W 165th St Problem Description when oxygen portion is prompted its not giving access to panel
Priority
High
Origin
Email
Reason
New Case
Contact
Reynard Jordan
Owner
Kimberly Hardison
Created
Feb 2, 2026
Work Orders from this Case (1)
WO-01341330 (current) Invoiced
Repair • Fady Khouzam
Created: Feb 2, 2026 • Closed: Mar 6, 2026
Completed with significant delays
Invoiced • 195 days old
🚨
Primary Delay 7.3 days stuck in "Scheduled"
⏱️
Total Delay 16.2 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.4d / 0.5d SLA
Ready for Release
6.4d
Scheduled
18.7d / 2.0d SLA
Closed
4.0d / 1.0d SLA
07e-Partial Project
0.6d
Ready to Bill
1.5d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

02/26/2026 RArnold - Updated to Fady K for 03/05

02/20/2026 RArnold - Reassigned to Israel Per Alberto

02/10/2026 RArnold - Victor confirmed device is at warehouse. Dispatching to Alberto for next week

02/10/2026 RArnold -Emailed Victor to get update on device 


02/05/2026 RArnold - Reynard confirmed this is being sent to the warehouse. Emailed Victor asking to let me know when it has arrived.

02/02/2026 RArnold - Emailed Reynard to see if device is being moved to the warehouse

🔧 Work Performed
The FSE performed a complete PVT as per the MFG's specifications .No error codes were found during my PVT. I believe user error might've been the cause. Replaced cracked RPCover, Top. Device placed back into full clinical service; Ready for patient use.
🔍 Technician Findings
REPAIR.
⚠️ Problem Description
giving error message no o2 not available when o2 is attached, both wall o2 and tank. Street 627 W 165th St Problem Description when oxygen portion is prompted its not giving access to panel
📄 Description
V60 Ventilator
📞 Call Description
Repair - Contract

Timeline

📞
Case Linked Feb 2, 11:11 AM
Case Number: 00564322
Subject: URGENT Philips WO Request. Waiting for active SMC
Status: Closed
📋
Work Order Created Feb 2, 12:13 PM
Work Order: WO-01341330
Type: Repair
Priority: PC
✅
Status: Ready for Release by Rebecca Arnold Feb 2, 3:36 PM
From: Entered
To: Ready for Release
Duration in Previous: 3h 23m
⚠️ 7.0 business days
👷
▶
3 Technician Assigned Feb 10, 4:40 PM
Technician Assigned → Dispatch Scheduled → Status: Scheduled
📅
Dispatch Scheduled by Rebecca Arnold
Scheduled For: 2026-02-16T13:00:00.000+0000
🗓️
Status: Scheduled by Rebecca Arnold
From: Ready for Release
To: Scheduled
Duration in Previous: 8d 1h
⏳ 4.9 business days
📅
Dispatch Scheduled by Rebecca Arnold Feb 17, 4:13 PM
Scheduled For: 2026-02-20T13:00:00.000+0000
⏳ 4.0 business days
🆕
▶
4 Status: Entered Feb 20, 8:32 AM
Status: Entered → Technician Assigned → Dispatch Scheduled → Dispatch Scheduled
👷
Technician Assigned by Rebecca Arnold
Technician: Israel Martell
📅
Dispatch Scheduled by Rebecca Arnold
Scheduled For: 2026-02-20T13:00:00.000+0000
📅
Dispatch Scheduled by Rebecca Arnold
Scheduled For: 2026-02-24T13:00:00.000+0000
⚠️ 5.0 business days
🆕
▶
3 Status: Entered Feb 26, 4:05 PM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Rebecca Arnold
Technician: Fady Khouzam
📅
Dispatch Scheduled by Rebecca Arnold
Scheduled For: 2026-03-05T13:00:00.000+0000
⚠️ 7.0 business days
⏱️
▶
2 4x Labor Added Mar 6, 9:27 PM
4x Labor Added → Status: Completed
✔️
Status: Completed by Fady Khouzam
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 8d 5h, 0m
⏳ 4.3 business days
⏱️
▶
2 Labor Added Mar 12, 11:11 AM
Labor Added → Status: 07e-Partial Project
📋
Status: 07e-Partial Project by Timothy Amburgey
From: Closed
To: 07e-Partial Project
Duration in Previous: 5d 12h
📄
Status: Ready to Bill by Timothy Amburgey Mar 12, 4:00 PM
From: 07e-Partial Project
To: Ready to Bill
Duration in Previous: 4h 44m
💰
Status: Invoiced by Josh Longway Mar 13, 4:01 AM
From: Ready to Bill
To: Invoiced
Duration in Previous: 12h 0m

Bottlenecks

Scheduled
Duration: 7.3 business days (threshold: 2.0 business days)
Exceeded by 5.3 business days
Scheduled
Duration: 5.0 business days (threshold: 2.0 business days)
Exceeded by 3.0 business days
Scheduled
Duration: 6.4 business days (threshold: 2.0 business days)
Exceeded by 4.4 business days
Closed
Duration: 4.0 business days (threshold: 1.0 business days)
Exceeded by 3.0 business days
Ready to Bill
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 4.0 business hours

🔗 Related Artifacts

📞
Case 00564322
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Repair
Branch
ERLA - PROD
Technician
Fady Khouzam
Scheduled
Mar 5, 8:00 AM
Created
Feb 2, 12:13 PM
Invoice #
N/A

Work Details (5)

Name Type Status Qty Amount Date
WL-03134587 Labor Open 1.5 $155.00 Mar 6, 9:27 PM
WL-03134588 Labor Open 2 $190.00 Mar 6, 9:27 PM
WL-03134589 Expenses Open 1 $0.00 Mar 6, 9:27 PM
WL-03134590 Travel Open 70 $0.00 Mar 6, 9:27 PM
WL-03141130 Labor Open 0.016666666666667 $38.00 Mar 12, 11:11 AM

Details