Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01293780 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Providence NE Internal Medicine — 5050 NE Hoyt St, Ste 540,, Portland, OR, 97213-2944

Jul 24, 2025 → Nov 19, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Jul 30, 2025
✗ SLA Missed (28 biz days late)
Active: 32 biz days
Paused: 50 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Nov 20, 2025)
SLA Target
▶ Clock Running
Status: Created
Jul 24 → Jul 24, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Jul 24 → Jul 24, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Jul 24 → Jul 24, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Scheduled
Jul 24 → Jul 25, 2025
1 business day (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Jul 25 → Jul 25, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
12d
▶ Clock Running
Status: Tech Off Site
Jul 25 → Aug 12, 2025
12 business days (counted)
Running total: 13 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Aug 12 → Aug 15, 2025
3 business days (counted)
Running total: 16 of 4 biz days used
▶ Clock Running
Status: Scheduled
Aug 15 → Aug 18, 2025
1 business day (counted)
Running total: 17 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Aug 18 → Aug 18, 2025
0 business days (counted)
Running total: 17 of 4 biz days used
▶ Clock Running
Status: Scheduled
Aug 18 → Aug 20, 2025
2 business days (counted)
Running total: 19 of 4 biz days used
▶ Clock Running
Status: Entered
Aug 20 → Aug 20, 2025
0 business days (counted)
Running total: 19 of 4 biz days used
▶ Clock Running
Status: Assigned
Aug 20 → Aug 20, 2025
0 business days (counted)
Running total: 19 of 4 biz days used
⏸50d
⏸ Clock Paused
Status: Awaiting Parts - Customer
Aug 20 → Oct 31, 2025
50 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Oct 31 → Nov 5, 2025
3 business days (counted)
Running total: 22 of 4 biz days used
▶ Clock Running
Status: Entered
Nov 5 → Nov 5, 2025
0 business days (counted)
Running total: 22 of 4 biz days used
▶ Clock Running
Status: Assigned
Nov 5 → Nov 5, 2025
0 business days (counted)
Running total: 22 of 4 biz days used
▶ Clock Running
Status: Scheduled
Nov 5 → Nov 7, 2025
2 business days (counted)
Running total: 24 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Nov 7 → Nov 7, 2025
0 business days (counted)
Running total: 24 of 4 biz days used
▶ Clock Running
Status: Tech Off Site
Nov 7 → Nov 11, 2025
1 business day (counted)
Running total: 25 of 4 biz days used
▶ Clock Running
Status: Reschedule
Nov 11 → Nov 14, 2025
3 business days (counted)
Running total: 28 of 4 biz days used
▶ Clock Running
Status: Assigned
Nov 14 → Nov 17, 2025
1 business day (counted)
Running total: 29 of 4 biz days used
▶ Clock Running
Status: Scheduled
Nov 17 → Nov 19, 2025
2 business days (counted)
Running total: 31 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Nov 19 → Nov 20, 2025
1 business day (counted)
Running total: 32 of 4 biz days used
Created: Jul 24, 2025 Completed: Nov 20, 2025
Business Days Used 32 / 4
0 4d budget +28d over
Show SLA Clock Detail (23 periods)
Period Status Clock Biz Days Running Total
Jul 24 → Jul 24 Created ▶ Running 0 0 / 4
Jul 24 → Jul 24 Ready for Scheduling ▶ Running 0 0 / 4
Jul 24 → Jul 24 Assigned ▶ Running 0 0 / 4
Jul 24 → Jul 25 Scheduled ▶ Running 1 1 / 4
Jul 25 → Jul 25 Tech On Site ▶ Running 0 1 / 4
Jul 25 → Aug 12 Tech Off Site ▶ Running 12 13 / 4
Aug 12 → Aug 15 Ready for Scheduling ▶ Running 3 16 / 4
Aug 15 → Aug 18 Scheduled ▶ Running 1 17 / 4
Aug 18 → Aug 18 Tech On Site ▶ Running 0 17 / 4
Aug 18 → Aug 20 Scheduled ▶ Running 2 19 / 4
Aug 20 → Aug 20 Entered ▶ Running 0 19 / 4
Aug 20 → Aug 20 Assigned ▶ Running 0 19 / 4
Aug 20 → Oct 31 Awaiting Parts - Customer ⏸ Paused 50 —
Oct 31 → Nov 5 Ready for Scheduling ▶ Running 3 22 / 4
Nov 5 → Nov 5 Entered ▶ Running 0 22 / 4
Nov 5 → Nov 5 Assigned ▶ Running 0 22 / 4
Nov 5 → Nov 7 Scheduled ▶ Running 2 24 / 4
Nov 7 → Nov 7 Tech On Site ▶ Running 0 24 / 4
Nov 7 → Nov 11 Tech Off Site ▶ Running 1 25 / 4
Nov 11 → Nov 14 Reschedule ▶ Running 3 28 / 4
Nov 14 → Nov 17 Assigned ▶ Running 1 29 / 4
Nov 17 → Nov 19 Scheduled ▶ Running 2 31 / 4
Nov 19 → Nov 20 Tech On Site ▶ Running 1 32 / 4
Dispatch 0.0d
Material Management 51.0d
Coordinators 22.2d
Field Work 14.5d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
51.0 days
Coordinators
22.2 days
Over SLA
Field Work
14.5 days
Over SLA
Billing
0.0 days
Created: Jul 24, 2025 Due: Nov 18, 2025 Completed: Nov 20, 2025 (1 days late)
📅
82.1 days Total Age
⏱️
51.0d in Awaiting Parts - Customer Longest Stage
🔄
23 transitions Status Changes
⚠️
21.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
18 lines Work Details
🚩
4 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
4 On-Site Visits (1 reschedule)
4 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Jason Morris — scheduling delays attributed to technician, not coordinators
Visit 1 Jul 25, 2025
Visit 2 Aug 18, 2025
Visit 3 Nov 7, 2025
Visit 4 Nov 19, 2025

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00513205
Midmark Service Request Dispatch Authorization - WO-00085592
Closed
Zone 1 Dispatch Type Repair Email steven.alvarez2@providence.org PROBLEM SUMMARY WD / wireless hand control will not associate to table ADDITIONAL NOTES For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you!
Priority
Standard
Origin
Email
Reason
New Case
Contact
Steve Alvarez
Owner
Kimberly Hardison
Created
Jul 24, 2025
Work Orders from this Case (1)
WO-01293780 (current) Invoiced
Repair • Jason Morris
Created: Jul 24, 2025 • Closed: Nov 19, 2025
Completed with significant delays
Invoiced • 223 days old
🚨
Primary Delay 51.0 days stuck in "Awaiting Parts - Customer"
⏱️
Total Delay 21.0 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
8.1d / 1.0d SLA
Assigned
1.5d / 0.5d SLA
Scheduled
9.6d / 2.0d SLA
Tech On Site
1.2d / 1.0d SLA
Tech Off Site
13.3d / 2.0d SLA
Awaiting Parts - Customer
51.0d
Reschedule
3.0d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
4.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/17/25 RCook- Updated due date based on parts. Removed delay code.


11/14/2025 LHill-sent email to Steve Alvarez at steven.alvarez2@providence.org to schedule tech visit. Offered 11/19 with tech arrival between 11:30AM-1:30PM.


11/14/2025 LHill-LM at 503) 215-0646 for Steve Alvarez to schedule tech visit.


11/14/2025 LHill-tracked package-Your shipment

1ZE444250171347076

 Delivered On

Wednesday, November 12 at 10:02 A.M. - Inside Delivery



11/11/2025jsells

Ship To Name: Providence NE Internal Medicine Ship To Address: 5050 NE Hoyt St Ste 540 Ship To City/State: Portland, OR 97213-2944 Waybill (Tracking #): 1ZE444250171347076 Carrier: UPS-Air-Next Day Air The following items have shipped from Midmark Corporation on: 11-NOV-2025 LINE NO: 1.1 QTY: 1 ITEM: 002-10049-02 SERIAL #: DESCRIPTION: KIT, HAND CONTROL ASS'Y, SCALE, WIRELESS LINE NO: 2.1 QTY: 1 ITEM: 002-10050-01 SERIAL #: DESCRIPTION: KIT, FOOT CONTROL ASS'Y, WIRELESS


11-5 Mburris called site and set appt POC 

11/04/2025 JRolston - Part shows delivered on 11/3, on UPS wb 1ZE444250174593349. Updated WO accordingly.


10/31/2025 JRolston - Per email from Midmark, part shipped on UPS wb 1ZE444250174593349. No ETA at this time. (UPS-Air-Next Day Air)


9-25 Pgreen per midmark part will not ship till January 75+ day lead time on part- not stocked

9-24 Pgreen emailed Midmark for reshipment of part.

8-29 Mburris called LM on Vmail 

8-20 Mburris call from tech site reached out and Customer unable to locate part that had arrived

08-20 JMorris: Customer unable to locate part that had arrived. Will keep in contact with the customer (Vinnie) and if still unable to locate the part will order a new one.

8/15/2025 Sramen - Sup moved WO from tech onsite since 7/25 to RFS on 8/12 which is after the adjusted due date. This is not a miss the ASC could have avoided since it was not in the proper status.

8-15 Mburris called site set appt Steve

07/30/2025 SRobinson- Due date updated to match tracking. No ETA. 1ZE444250174688694

7-24 Mburris called site set with Steve Alvarez


7/24 KHardison, Spoke to Steve regarding WO. Advised that a coordinator will be reaching out for scheduling.

🔧 Work Performed
11-19 JM: Registered new handheld controller to chair. Registered new foot controller to chair. Tested all functions and scale. Verified working properly. 08-18 JM: Customer unable to find the part. 07-25 JM: Attempted to associate multiple hand and foot controllers to chair but not being detected. Reseated board connections and still not associating. Spoke with Midmark, new board being shipped. 11/7/25 - KC: Replaced wireless board. Hand and foot control not connecting to chair. Replacement controllers ordered by Midmark to ship to customer.
🔍 Technician Findings
07-25 JM: Remote hand controllers and foot controllers not associating to chair.
⚠️ Problem Description
Zone 1 Dispatch Type Repair Email steven.alvarez2@providence.org PROBLEM SUMMARY WD / wireless hand control will not associate to table ADDITIONAL NOTES For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you!
📄 Description
Midmark 626 (Series) (-001 thru -006) Barrier-Free Exam Chair

Timeline

📞
Case Linked Jul 24, 9:56 AM
Case Number: 00513205
Subject: Midmark Service Request Dispatch Authorization - WO-00085592
Status: Closed
📋
▶
2 Work Order Created Jul 24, 10:37 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered
To: Ready for Scheduling
Duration in Previous: 3m
👷
▶
4 Technician Assigned Jul 24, 7:04 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled → Status: Scheduled
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 8h 23m
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-07-25T19:00:00.000+0000
🗓️
Status: Scheduled by Michael Burris
From: Assigned
To: Scheduled
Duration in Previous: 4m
🔧
Status: Tech On Site by Jason Morris Jul 25, 3:50 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 20h 40m
🚗
Status: Tech Off Site by Jason Morris Jul 25, 6:36 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 2h 46m
⏱️
▶
2 4x Labor Added Jul 25, 6:42 PM
4x Labor Added → Labor Added
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 2
🚨 12.7 business days
📅
Status: Ready for Scheduling by Nicholas Willick Aug 12, 2:25 PM
From: Tech Off Site
To: Ready for Scheduling
Duration in Previous: 17d 19h
⏳ 4.0 business days
🗓️
▶
2 Status: Scheduled Aug 15, 2:14 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-08-18T20:00:00.000+0000
⏳ 2.0 business days
🔧
Status: Tech On Site by Jason Morris Aug 18, 3:35 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 3d 1h
📅
▶
2 Dispatch Scheduled Aug 18, 4:30 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Michael Burris
From: Tech On Site
To: Scheduled
Duration in Previous: 55m
⏱️
5x Labor Added Aug 18, 7:08 PM
Type: Labor, Travel
Status: Open
Qty: 0.75, 1.25, 12, 48
📅
Dispatch Scheduled by Michael Burris Aug 19, 6:33 PM
Scheduled For: 2025-08-20T17:00:00.000+0000
🆕
▶
2 Status: Entered Aug 20, 11:48 AM
Status: Entered → Technician Assigned
👷
Technician Assigned by Michael Burris
Technician: a0hVU0000005Ih3YAE, Jason Morris
🚨 51.0 business days
📅
Status: Ready for Scheduling by John Rolston Oct 31, 4:32 PM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 72d 4h
⏳ 3.9 business days
🆕
▶
2 Status: Entered Nov 5, 5:49 PM
Status: Entered → Technician Assigned
👷
Technician Assigned by Michael Burris
Technician: Kwame Cobb
📅
▶
2 Dispatch Scheduled Nov 5, 5:57 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Michael Burris
From: Assigned
To: Scheduled
Duration in Previous: 7m
⏳ 2.8 business days
🔧
Status: Tech On Site by Kwame Cobb Nov 7, 3:14 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 21h
🚗
Status: Tech Off Site by Kwame Cobb Nov 7, 5:36 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 2h 22m
⏱️
3x Labor Added Nov 7, 9:18 PM
Type: Labor, Travel
Status: Open
Qty: 1, 30
⏳ 1.3 business days
🔄
Status: Reschedule by Nicholas Willick Nov 11, 12:27 PM
From: Tech Off Site
To: Reschedule
Duration in Previous: 3d 18h
⏳ 3.0 business days
👷
▶
2 Technician Assigned Nov 14, 3:16 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Laura Hill
From: Reschedule
To: Assigned
Duration in Previous: 3d 2h
⏳ 2.0 business days
🗓️
▶
2 Status: Scheduled Nov 17, 5:35 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-11-19T21:00:00.000+0000
⏳ 2.8 business days
🔧
Status: Tech On Site by Jason Morris Nov 19, 4:24 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 22h
⏱️
4x Labor Added Nov 19, 5:22 PM
Type: Labor, Travel
Status: Open
Qty: 1, 0.5, 8, 48
✔️
Status: Completed by Jason Morris Nov 19, 7:35 PM
From: Tech On Site
To: Completed
Duration in Previous: 3h 11m
⏱️
▶
2 Labor Added Nov 19, 7:47 PM
Labor Added → Status: Closed
🏁
Status: Closed by Jason Morris
From: Completed
To: Closed
Duration in Previous: 17m
⏳ 4.5 business days
📄
▶
2 Status: Ready to Bill Nov 25, 12:28 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⚠️ 8.0 business days
🧾
Invoice Created Dec 8, 5:12 PM
Invoice Number: 247529

Bottlenecks

Tech Off Site
Duration: 12.2 business days (threshold: 2.0 business days)
Exceeded by 10.2 business days
Ready for Scheduling
Duration: 3.7 business days (threshold: 1.0 business days)
Exceeded by 2.7 business days
Scheduled
Duration: 2.4 business days (threshold: 2.0 business days)
Exceeded by 3.5 business hours
Ready for Scheduling
Duration: 3.4 business days (threshold: 1.0 business days)
Exceeded by 2.4 business days
Scheduled
Duration: 2.1 business days (threshold: 2.0 business days)
Exceeded by 1.0 business hours
Reschedule
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Assigned
Duration: 1.5 business days (threshold: 4.0 business hours)
Exceeded by 7.7 business hours
Scheduled
Duration: 2.2 business days (threshold: 2.0 business days)
Exceeded by 1.4 business hours
Closed
Duration: 4.0 business days (threshold: 1.0 business days)
Exceeded by 3.0 business days

🔗 Related Artifacts

📞
Case 00513205
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Jason Morris
Scheduled
Nov 19, 4:00 PM
Created
Jul 24, 10:37 AM
Invoice #
247529

Work Details (18)

Name Type Status Qty Amount Date
WL-02879591 Labor Open 1.25 $0.00 Jul 25, 6:42 PM
WL-02879592 Labor Open 0.75 $82.50 Jul 25, 6:42 PM
WL-02879593 Travel Open 11 $110.00 Jul 25, 6:42 PM
WL-02879594 Travel Open 48 $0.00 Jul 25, 6:42 PM
WL-02879603 Labor Open 2 $0.00 Jul 25, 6:44 PM
WL-02906108 Labor Open 0.75 $0.00 Aug 18, 7:08 PM
WL-02906109 Labor Open 1.25 $137.50 Aug 18, 7:08 PM
WL-02906110 Labor Open 1.25 $0.00 Aug 18, 7:08 PM
WL-02906111 Travel Open 12 $110.00 Aug 18, 7:08 PM
WL-02906112 Travel Open 48 $0.00 Aug 18, 7:08 PM
WL-03000834 Labor Open 1 $0.00 Nov 7, 9:18 PM
WL-03000835 Labor Open 1 $110.00 Nov 7, 9:18 PM
WL-03000836 Travel Open 30 $110.00 Nov 7, 9:18 PM
WL-03013568 Labor Open 1 $0.00 Nov 19, 5:22 PM
WL-03013569 Labor Open 0.5 $55.00 Nov 19, 5:22 PM
WL-03013570 Travel Open 8 $110.00 Nov 19, 5:22 PM
WL-03013571 Travel Open 48 $0.00 Nov 19, 5:22 PM
WL-03013842 Labor Open 2.5 $0.00 Nov 19, 7:47 PM

Details