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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01284339 ↗ ServiceMax

MIDMARK • Repair • P4

📍 CardioVascular Associates of Mesa — 6309 E Baywood Ave Suite 101, Mesa AZ, 85206

Jun 26, 2025 → Dec 15, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Jul 2, 2025
✗ SLA Missed (23 biz days late)
Active: 27 biz days
Paused: 89 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Dec 15, 2025)
🏭 Customer Supplied Parts (1)
SLA Target
▶ Clock Running
Status: Created
Jun 26 → Jun 26, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Jun 26 → Jun 26, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Jun 26 → Jun 26, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts - Customer
Jun 26 → Jun 27, 2025
1 business day (not counted)
▶ Clock Running
Status: Ready for Scheduling
Jun 27 → Jun 27, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Jun 27 → Jun 30, 2025
1 business day (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Jun 30 → Jun 30, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Assigned
Jun 30 → Jul 8, 2025
5 business days (counted)
Running total: 6 of 4 biz days used
▶ Clock Running
Status: Scheduled
Jul 8 → Jul 11, 2025
3 business days (counted)
Running total: 9 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Jul 11 → Jul 12, 2025
0 business days (counted)
Running total: 9 of 4 biz days used
▶ Clock Running
Status: Completed
Jul 12 → Jul 12, 2025
0 business days (counted)
Running total: 9 of 4 biz days used
▶ Clock Running
Status: Closed
Jul 12 → Jul 14, 2025
1 business day (counted)
Running total: 10 of 4 biz days used
▶ Clock Running
Status: 07e-Partial Project
Jul 14 → Jul 14, 2025
0 business days (counted)
Running total: 10 of 4 biz days used
▶ Clock Running
Status: Ready to Bill
Jul 14 → Jul 15, 2025
1 business day (counted)
Running total: 11 of 4 biz days used
14d
▶ Clock Running
Status: 10-Invoiced
Jul 15 → Aug 4, 2025
14 business days (counted)
Running total: 25 of 4 biz days used
⏸88d
⏸ Clock Paused
Status: Awaiting Parts
Aug 4 → Dec 11, 2025
88 business days (not counted)
▶ Clock Running
Status: Scheduled
Dec 11 → Dec 15, 2025
2 business days (counted)
Running total: 27 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Dec 15 → Dec 15, 2025
0 business days (counted)
Running total: 27 of 4 biz days used
Created: Jun 26, 2025 Completed: Dec 15, 2025
Business Days Used 27 / 4
0 4d budget +23d over
Show SLA Clock Detail (18 periods)
Period Status Clock Biz Days Running Total
Jun 26 → Jun 26 Created ▶ Running 0 0 / 4
Jun 26 → Jun 26 Ready for Scheduling ▶ Running 0 0 / 4
Jun 26 → Jun 26 Assigned ▶ Running 0 0 / 4
Jun 26 → Jun 27 Awaiting Parts - Customer ⏸ Paused 1 —
Jun 27 → Jun 27 Ready for Scheduling ▶ Running 0 0 / 4
Jun 27 → Jun 30 Assigned ▶ Running 1 1 / 4
Jun 30 → Jun 30 Ready for Scheduling ▶ Running 0 1 / 4
Jun 30 → Jul 8 Assigned ▶ Running 5 6 / 4
Jul 8 → Jul 11 Scheduled ▶ Running 3 9 / 4
Jul 11 → Jul 12 Tech On Site ▶ Running 0 9 / 4
Jul 12 → Jul 12 Completed ▶ Running 0 9 / 4
Jul 12 → Jul 14 Closed ▶ Running 1 10 / 4
Jul 14 → Jul 14 07e-Partial Project ▶ Running 0 10 / 4
Jul 14 → Jul 15 Ready to Bill ▶ Running 1 11 / 4
Jul 15 → Aug 4 10-Invoiced ▶ Running 14 25 / 4
Aug 4 → Dec 11 Awaiting Parts ⏸ Paused 88 —
Dec 11 → Dec 15 Scheduled ▶ Running 2 27 / 4
Dec 15 → Dec 15 Tech On Site ▶ Running 0 27 / 4
Dispatch 0.0d
Material Management 90.5d
Coordinators 14.8d
Field Work 0.4d
Billing 5.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
90.5 days
Over SLA
Coordinators
14.8 days
Over SLA
Field Work
0.4 days
Billing
5.0 days
Over SLA
Created: Jun 26, 2025 Due: Jul 10, 2025 Completed: Dec 15, 2025 (157 days late)
📅
117.0 days Total Age
⏱️
88.5d in Awaiting Parts Longest Stage
🔄
23 transitions Status Changes
⚠️
102.9d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
👤 Self-scheduled by Andrew Przybyla — scheduling delays attributed to technician, not coordinators
Visit 1 Jul 11, 2025
Visit 2 Dec 15, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00505379
Midmark Service Request Dispatch Authorization - WO-00074982
Closed
Zone 1 PROBLEM SUMMARY MGIV Wireless control issues Enhancement ADDITIONAL NOTES For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you! Ship Exchanged Open 711121 002-11203-00 1.00000
Priority
Standard
Origin
Email
Reason
New Case
Contact
Tina Cherro
Owner
Kimberly Hardison
Created
Jun 25, 2025
Work Orders from this Case (10)
WO-01284329 Invoiced
Repair • Andrew Przybyla
Created: Jun 26, 2025 • Closed: Jul 14, 2025
WO-01284333 10-Invoiced
Repair • Andrew Przybyla
Created: Jun 26, 2025 • Closed: Jul 11, 2025
WO-01284334 10-Invoiced
Repair • Andrew Przybyla
Created: Jun 26, 2025 • Closed: Jul 11, 2025
WO-01284335 10-Invoiced
Repair • Andrew Przybyla
Created: Jun 26, 2025 • Closed: Jul 11, 2025
WO-01284336 10-Invoiced
Repair • Andrew Przybyla
Created: Jun 26, 2025 • Closed: Jul 11, 2025
WO-01284337 10-Invoiced
Repair • Andrew Przybyla
Created: Jun 26, 2025 • Closed: Jul 11, 2025
WO-01284338 10-Invoiced
Repair • Andrew Przybyla
Created: Jun 26, 2025 • Closed: Jul 11, 2025
WO-01284339 (current) Invoiced
Repair • Andrew Przybyla
Created: Jun 26, 2025 • Closed: Dec 15, 2025
WO-01284340 10-Invoiced
Repair • Andrew Przybyla
Created: Jun 26, 2025 • Closed: Jul 14, 2025
WO-01284341 10-Invoiced
Repair • Andrew Przybyla
Created: Jun 26, 2025 • Closed: Jul 11, 2025
Completed with significant delays
Invoiced • 251 days old
🚨
Primary Delay 88.5 days stuck in "Awaiting Parts"
⏱️
Total Delay 102.9 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.0d / 0.5d SLA
Ready for Scheduling
0.3d / 1.0d SLA
Assigned
8.3d / 0.5d SLA
Awaiting Parts - Customer
2.0d
Scheduled
6.2d / 2.0d SLA
Tech On Site
0.4d / 1.0d SLA
Closed
9.9d / 1.0d SLA
07e-Partial Project
0.5d
Ready to Bill
1.9d / 1.0d SLA
10-Invoiced
15.0d
Awaiting Parts
88.5d / 3.0d SLA
Completed
0.1d / 1.0d SLA
Billing Review
2.4d / 2.0d SLA
WO Correction Needed
0.8d
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/30/25 NSuarez Parent wo WO-01284329 had already been invoiced back in July please see chatter.

12/19/25 CDempsey- Contacting Andy about correction.

12/19 NSuarez SRA for date of service 12/15/2025 is missing please attach to either parent WO or Child WO.

12/17 NSuarez chattered AM seems like parent WO has already been invoiced back in July.

12/15/25 APrzybyla - SRA Form is on WO-01284329, as this is the child WO.

11/20/25 CDempsey- reached out to Andy about this wo. He is going to be near next week and is going to stop in and complete repair so that wo can be closed this year.

11/4/25 RCook- Chattered:

@[Andrew Przybyla]​ Is a return needed for this service request? I see that the WO was invoiced and then placed into awaiting parts. Please advise. @[Kaitlyn Kelch]​ @[Craig Dempsey]​ 


7/14 BAlexander Placing in PP until Parent is closed

7/8 KHensley scheduled per logged email from Tina. Email logged on WO-01284337

7/7/25 RCook- Emailed Tina to schedule. See logged email on WO-01284329 7/7/25 RCook- Called Tina to schedule, placed on hold. After 5 minutes no answer. See logged call on WO-01284329 7/2/25 CDempsey- tracking shows parts delivered to customer today. 6/30 KHensley sent Tina an email for scheduling. Email logged on WO-01284337 06/30/2025 JRolston - Part ETA on UPS wb 1ZE444250349838119 is Thursday, 7/3. Updated WO accordingly. 06/27/2025 JRolston - Per email from Midmark, part has shipped on UPS wb 1ZE444250349838119. No ETA as of yet. 6/26 KHensley called Tina to schedule for 7/7 between 8 and 9 am. Left VM. Call logged on WO-01284329 6/26 KHardiosn, Location not open yet, too early, sent email regarding WO.

🔧 Work Performed
Tech was taken to the back of the clinic to see the parts that were sent to customer. Tech started by opening up the box to see what box went with what chair. Tech upgraded the chair using the flash drive provided. Tech then reprogrammed wireless hand control and wireless foot pedal. 002-11203-00. After chair was upgraded and reprogramed, tech showed the POC and she was happy that the chair was working again.
🔍 Technician Findings
Tech arrived on site and was told Wireless control issues.
⚠️ Problem Description
Zone 1 Dispatch Type Repair PROBLEM SUMMARY MGIV Wireless control issues Enhancement ADDITIONAL NOTES For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you! Ship Exchanged Open 711121 002-11203-00 1.00000
📄 Description
Midmark 626 (Series) (-001 thru -006) Barrier-Free Exam Chair

Timeline

📞
Case Linked Jun 25, 4:07 PM
Case Number: 00505379
Subject: Midmark Service Request Dispatch Authorization - WO-00074982
Status: Closed
📋
▶
2 Work Order Created Jun 26, 8:11 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Technician Assigned Jun 26, 9:01 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 50m
👤
Status: Awaiting Parts - Customer by Kaitlyn Kelch Jun 26, 11:19 AM
From: Assigned
To: Awaiting Parts - Customer
Duration in Previous: 2h 18m
⏳ 2.0 business days
📅
Status: Ready for Scheduling by John Rolston Jun 27, 11:20 AM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 1d 0h
👷
▶
2 Status: Assigned Jun 27, 11:46 AM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Kaitlyn Kelch
Technician: Andrew Przybyla
⏳ 2.0 business days
📅
Status: Ready for Scheduling by John Rolston Jun 30, 10:23 AM
From: Assigned
To: Ready for Scheduling
Duration in Previous: 2d 22h
👷
▶
2 Technician Assigned Jun 30, 11:27 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1h 4m
⚠️ 6.0 business days
🗓️
▶
2 Status: Scheduled Jul 8, 11:28 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-07-11T19:00:00.000+0000
⏳ 4.0 business days
⏱️
Labor Added Jul 11, 5:53 PM
Type: Labor
Status: Open
Qty: 0.5
🔧
Status: Tech On Site by Andrew Przybyla Jul 11, 6:14 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 3d 6h
✔️
Status: Completed by Andrew Przybyla Jul 11, 9:49 PM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 3h 34m, 0m
⏳ 1.3 business days
📋
Status: 07e-Partial Project by Brooke Alexander Jul 14, 9:02 AM
From: Closed
To: 07e-Partial Project
Duration in Previous: 2d 11h
📄
Status: Ready to Bill by Brooke Alexander Jul 14, 1:09 PM
From: 07e-Partial Project
To: Ready to Bill
Duration in Previous: 4h 6m
📋
Status: 10-Invoiced by Bernardo Jaccoud Jul 15, 11:33 AM
From: Ready to Bill
To: 10-Invoiced
Duration in Previous: 22h 24m
🚨 15.0 business days
📦
▶
2 Parts Requested Aug 4, 3:38 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Andrew Przybyla
From: 10-Invoiced
To: Awaiting Parts
Duration in Previous: 20d 4h
🚨 89.0 business days
🗓️
▶
2 Status: Scheduled Dec 11, 5:27 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-12-15T15:00:00.000+0000
⏳ 2.8 business days
🔧
Status: Tech On Site by Andrew Przybyla Dec 15, 9:56 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 3d 16h
⏱️
▶
2 5x Labor Added Dec 15, 10:56 AM
5x Labor Added → Status: Completed
✔️
Status: Completed by Andrew Przybyla
From: Tech On Site
To: Completed
Duration in Previous: 1h 4m
🏁
Status: Closed by Andrew Przybyla Dec 15, 11:30 AM
From: Completed
To: Closed
Duration in Previous: 29m
⏳ 3.0 business days
💵
Status: Billing Review by Nancy Suarez Dec 17, 3:55 PM
From: Closed
To: Billing Review
Duration in Previous: 2d 4h
⏳ 3.0 business days
✏️
Status: WO Correction Needed by Nancy Suarez Dec 19, 12:37 PM
From: Billing Review
To: WO Correction Needed
Duration in Previous: 1d 20h
🏁
Status: Closed by Andrew Przybyla Dec 19, 7:16 PM
From: WO Correction Needed
To: Closed
Duration in Previous: 6h 39m
⚠️ 6.6 business days
📄
▶
3 Status: Ready to Bill Dec 30, 12:09 PM
Status: Ready to Bill → Invoice Created → Status: Invoiced
🧾
Invoice Created
Invoice Number: SM-250138
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m

Bottlenecks

Assigned
Duration: 2.0 business days (threshold: 4.0 business hours)
Exceeded by 1.5 business days
Assigned
Duration: 6.0 business days (threshold: 4.0 business hours)
Exceeded by 5.5 business days
Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Ready to Bill
Duration: 1.9 business days (threshold: 1.0 business days)
Exceeded by 6.8 business hours
Awaiting Parts
Duration: 88.5 business days (threshold: 3.0 business days)
Exceeded by 85.5 business days
Scheduled
Duration: 2.2 business days (threshold: 2.0 business days)
Exceeded by 1.5 business hours
Closed
Duration: 2.9 business days (threshold: 1.0 business days)
Exceeded by 1.9 business days
Billing Review
Duration: 2.4 business days (threshold: 2.0 business days)
Exceeded by 3.1 business hours
Closed
Duration: 6.0 business days (threshold: 1.0 business days)
Exceeded by 5.0 business days

🔗 Related Artifacts

📞
Case 00505379
Closed
📦
Parts Order 00079315
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Andrew Przybyla
Scheduled
Dec 15, 10:00 AM
Created
Jun 26, 8:11 AM
Invoice #
SM-250138

Work Details (6)

Name Type Status Qty Amount Date
WL-02862978 Labor Open 0.5 $55.00 Jul 11, 5:53 PM
WL-03037798 Labor Open 1.5 $0.00 Dec 15, 10:56 AM
WL-03037799 Labor Open 1 $110.00 Dec 15, 10:56 AM
WL-03037800 Labor Open 0.5 $0.00 Dec 15, 10:56 AM
WL-03037801 Travel Open 47 $0.00 Dec 15, 10:56 AM
WL-03037802 Travel Open 13 $110.00 Dec 15, 10:56 AM

Details