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WO-01350189 ↗ ServiceMax

PHILIPS HEALTHCARE • Repair • PC

📍 Cooper Warehouse — 7825 Airport Hwy, Pennsauken NJ, 08109

Feb 6, 2026 → Mar 22, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Feb 20, 2026
✗ SLA Missed (21 biz days late)
Active: 30 biz days
🕐 Clock stopped: Completed (Mar 23, 2026)
▶ Clock Running
Status: Created
Feb 6 → Feb 6, 2026
0 business days (counted)
Running total: 0 of ? biz days used
25d
▶ Clock Running
Status: Assigned
Feb 6 → Mar 16, 2026
25 business days (counted)
Running total: 25 of ? biz days used
5d
▶ Clock Running
Status: Scheduled
Mar 16 → Mar 23, 2026
5 business days (counted)
Running total: 30 of ? biz days used
Created: Feb 6, 2026 Completed: Mar 23, 2026
Show SLA Clock Detail (3 periods)
Period Status Clock Biz Days Running Total
Feb 6 → Feb 6 Created ▶ Running 0 0
Feb 6 → Mar 16 Assigned ▶ Running 25 25
Mar 16 → Mar 23 Scheduled ▶ Running 5 30
Dispatch 0.1d
Coordinators 30.8d
Billing 1.4d
✗ SLA Missed
Dispatch
0.1 days
Coordinators
30.8 days
Over SLA
Billing
1.4 days
Over SLA
Created: Feb 6, 2026 Due: Feb 20, 2026 Completed: Mar 23, 2026 (30 days late)
📅
30.4 days Total Age
⏱️
26.0d in Assigned Longest Stage
🔄
6 transitions Status Changes
⚠️
31.7d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00565989
URGENT Philips WO Request
Closed
FSE Fady Khouzam - Upon initial inspection of the device, A pre‑existing fault was detected: the device failed the Active Exhalation Verification in the System Setup Test. This must be resolved before proceeding with FCO86600081 implementation.
Priority
High
Origin
Email
Reason
New Case
Contact
MIKE YOUCH
Owner
Kimberly Hardison
Created
Feb 6, 2026
Work Orders from this Case (3)
WO-01350179 Invoiced
Repair • Fady Khouzam
Created: Feb 6, 2026 • Closed: Mar 22, 2026
WO-01350185 Invoiced
Repair • Fady Khouzam
Created: Feb 6, 2026 • Closed: Mar 22, 2026
WO-01350189 (current) Invoiced
Repair • Fady Khouzam
Created: Feb 6, 2026 • Closed: Mar 22, 2026
Completed with significant delays
Invoiced • 189 days old
🚨
Primary Delay 26.0 days stuck in "Assigned"
⏱️
Total Delay 31.7 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
Assigned
26.0d / 0.5d SLA
Scheduled
4.8d / 2.0d SLA
Closed
4.0d / 1.0d SLA
07e-Partial Project
0.6d
Ready to Bill
1.4d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

03/16/2026 RArnold -Dispatching to Fady K


03/16/2026 RArnold -Received email from customer today that they will have the PO to us by today

02/25/2026 RArnold - Per Fady K, Quote has been sent to the customer and we are waiting on the PO

02/17/2026 RArnold - PWO still pending entitlement

02/06/2026 RArnold - Repair for device that failed FCO81. PWO pending entitlement

🔧 Work Performed
The FSE installed a new RP-Trilogy Evo 3 Way Solenoid Valve and RP-Trilogy Evo Proportional Valve (AECM), Performed a complete PVT as per the MFG's specifications. All tests and calibrations were found to be in spec or passed tests.Device placed back into full clinical service; ready for patient use.
🔍 Technician Findings
Repair.
⚠️ Problem Description
FSE Fady Khouzam - Upon initial inspection of the device, A pre‑existing fault was detected: the device failed the Active Exhalation Verification in the System Setup Test. This must be resolved before proceeding with FCO86600081 implementation.
📄 Description
Philips Trilogy EV300 Hospital Ventilator (DS2200X11B / 989805661881)
📞 Call Description
Repair - Trade

Timeline

📞
Case Linked Feb 6, 9:04 AM
Case Number: 00565989
Subject: URGENT Philips WO Request
Status: Closed
📋
Work Order Created Feb 6, 9:57 AM
Work Order: WO-01350189
Type: Repair
Priority: PC
👷
▶
2 Technician Assigned Feb 6, 10:55 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Megan Klose
From: Entered
To: Assigned
Duration in Previous: 58m
🚨 26.0 business days
📅
▶
2 Dispatch Scheduled Mar 16, 4:28 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Rebecca Arnold
From: Assigned
To: Scheduled
Duration in Previous: 38d 4h
⏳ 4.9 business days
⏱️
▶
2 2x Labor Added Mar 22, 11:05 PM
2x Labor Added → Status: Completed
✔️
Status: Completed by Fady Khouzam
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 6d 6h, 0m
⏳ 4.0 business days
⏱️
Labor Added Mar 26, 11:33 AM
Type: Labor
Status: Open
Qty: 0.016666666666667
📋
Status: 07e-Partial Project by Timothy Amburgey Mar 26, 11:55 AM
From: Closed
To: 07e-Partial Project
Duration in Previous: 3d 12h
📄
Status: Ready to Bill by Timothy Amburgey Mar 26, 4:42 PM
From: 07e-Partial Project
To: Ready to Bill
Duration in Previous: 4h 47m
💰
Status: Invoiced by Josh Longway Mar 27, 4:00 AM
From: Ready to Bill
To: Invoiced
Duration in Previous: 11h 17m

Bottlenecks

Assigned
Duration: 26.0 business days (threshold: 4.0 business hours)
Exceeded by 25.5 business days
Scheduled
Duration: 4.8 business days (threshold: 2.0 business days)
Exceeded by 2.8 business days
Closed
Duration: 4.0 business days (threshold: 1.0 business days)
Exceeded by 3.0 business days
Ready to Bill
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.3 business hours

🔗 Related Artifacts

📞
Case 00565989
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Repair
Branch
ERLA - PROD
Technician
Fady Khouzam
Scheduled
Mar 19, 8:00 AM
Created
Feb 6, 9:57 AM
Invoice #
N/A

Work Details (3)

Name Type Status Qty Amount Date
WL-03154799 Labor Open 1 $155.00 Mar 22, 11:05 PM
WL-03154800 Labor Open 2.5 $237.50 Mar 22, 11:05 PM
WL-03160582 Labor Open 0.016666666666667 $38.00 Mar 26, 11:33 AM

Details