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WO-01299215 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Consultants in Womens Care Healthcare — 3023 N Ballas Rd Ste 440, Bldg D, St Louis MO, 63131

Aug 22, 2025 → Sep 8, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Aug 28, 2025
✗ SLA Missed (4 biz days late)
Active: 8 biz days
Paused: 2 biz days
Budget: 4 biz days
🕐 Clock stopped: Tech Off Site (Sep 8, 2025)
SLA Target
▶ Clock Running
Status: Created
Aug 22 → Aug 22, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Aug 22 → Aug 22, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Aug 22 → Aug 22, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
⏸2d
⏸ Clock Paused
Status: Awaiting Parts - Customer
Aug 22 → Aug 26, 2025
2 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Aug 26 → Aug 26, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
2d
▶ Clock Running
Status: Assigned
Aug 26 → Aug 28, 2025
2 business days (counted)
Running total: 2 of 4 biz days used
▶ Clock Running
Status: Scheduled
Aug 28 → Aug 28, 2025
0 business days (counted)
Running total: 2 of 4 biz days used
▶ Clock Running
Status: Entered
Aug 28 → Aug 28, 2025
0 business days (counted)
Running total: 2 of 4 biz days used
▶ Clock Running
Status: Assigned
Aug 28 → Aug 28, 2025
0 business days (counted)
Running total: 2 of 4 biz days used
6d
▶ Clock Running
Status: Scheduled
Aug 28 → Sep 8, 2025
6 business days (counted)
Running total: 8 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Sep 8 → Sep 8, 2025
0 business days (counted)
Running total: 8 of 4 biz days used
Created: Aug 22, 2025 Tech Off Site: Sep 8, 2025
Business Days Used 8 / 4
0 4d budget +4d over
Show SLA Clock Detail (11 periods)
Period Status Clock Biz Days Running Total
Aug 22 → Aug 22 Created ▶ Running 0 0 / 4
Aug 22 → Aug 22 Ready for Scheduling ▶ Running 0 0 / 4
Aug 22 → Aug 22 Assigned ▶ Running 0 0 / 4
Aug 22 → Aug 26 Awaiting Parts - Customer ⏸ Paused 2 —
Aug 26 → Aug 26 Ready for Scheduling ▶ Running 0 0 / 4
Aug 26 → Aug 28 Assigned ▶ Running 2 2 / 4
Aug 28 → Aug 28 Scheduled ▶ Running 0 2 / 4
Aug 28 → Aug 28 Entered ▶ Running 0 2 / 4
Aug 28 → Aug 28 Assigned ▶ Running 0 2 / 4
Aug 28 → Sep 8 Scheduled ▶ Running 6 8 / 4
Sep 8 → Sep 8 Tech On Site ▶ Running 0 8 / 4
Dispatch 0.0d
Material Management 2.4d
Coordinators 10.1d
Field Work 0.7d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
2.4 days
Coordinators
10.1 days
Over SLA
Field Work
0.7 days
Billing
0.0 days
Created: Aug 22, 2025 Due: Sep 8, 2025 Completed: Sep 8, 2025 (on time)
📅
10.5 days Total Age
⏱️
7.0d in Scheduled Longest Stage
🔄
10 transitions Status Changes
⚠️
7.8d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00521371
Midmark Service Request Dispatch Authorization - WO-00096799
Closed
Zone 1 WD Foot end drawer issue. ADDITIONAL NOTES For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you! Ship Exchanged Open 722277 002-10460-00-813 1.00000
Priority
Standard
Origin
Email
Reason
New Case
Contact
Cathy McDonald
Owner
Sherry Reich
Created
Aug 22, 2025
Work Orders from this Case (1)
WO-01299215 (current) Invoiced
Repair • Kevin Cox
Created: Aug 22, 2025 • Closed: Sep 8, 2025
Completed with minor delays
Invoiced • 194 days old
🚨
Primary Delay 7.0 days stuck in "Scheduled"
⏱️
Total Delay 7.8 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
0.1d / 1.0d SLA
Awaiting Parts - Customer
2.4d
Assigned
3.0d / 0.5d SLA
Scheduled
7.0d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Tech Off Site
0.6d / 2.0d SLA
Closed
1.3d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

8/28 KKelch called Cathy to schedule for 9/2 between 3:30 and 4:30 pm. She asked for a Monday, scheduled for 9/8 between 9 and 10 am. 

8/27/25 CDempsey- Tracking shows scheduled for delivery tomorrow.

8/26/25 CDempsey- waiting for tracking to become active.

8/26 KHardison: No ETA. Updated due date.

Ship To Name: Consultants in Womens Care Hlthcare Ship To Address: 3023 N Ballas Rd Ste 440 Bldg D Ship To City/State: SAINT LOUIS, MO 63131 Waybill (Tracking #): 1ZE444250375783601 Carrier: UPS-Parcel-Ground LINE NO: 1.1 QTY: 1 ITEM: 002-10460-00-813 SERIAL #: DESCRIPTION: KIT, 204 FRONT DRAWER - MIST

8/22/25 SReich - Spoke to Karen, gave her the WO # and told her someone would be reaching out to schedule around the arrival of parts.  

🔧 Work Performed
Replaced the draw and performed functional test unit is working properly
🔍 Technician Findings
Found that the draw is not working properly
⚠️ Problem Description
Zone 1 WD Foot end drawer issue. ADDITIONAL NOTES For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you! Ship Exchanged Open 722277 002-10460-00-813 1.00000
📄 Description
Midmark 200 (Series) Tables and Chairs (203, 204, 222, 223, 224, 225, 230, 244)

Timeline

📞
Case Linked Aug 22, 3:28 PM
Case Number: 00521371
Subject: Midmark Service Request Dispatch Authorization - WO-00096799
Status: Closed
📋
▶
2 Work Order Created Aug 22, 4:12 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 3m
👷
▶
2 Status: Assigned Aug 22, 4:29 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Kaitlyn Kelch
Technician: Blake Ward
⏳ 2.9 business days
📅
Status: Ready for Scheduling by Kimberly Hardison Aug 26, 11:45 AM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 3d 19h
👷
▶
2 Technician Assigned Aug 26, 12:14 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 29m
⏳ 3.0 business days
👷
▶
3 Technician Assigned Aug 28, 10:37 AM
Technician Assigned → Dispatch Scheduled → Status: Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-09-08T14:00:00.000+0000
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Assigned, Scheduled, Entered
To: Scheduled, Entered, Assigned
Duration in Previous: 1d 22h, 0m
⚠️ 7.0 business days
🔧
Status: Tech On Site by Kevin Cox Sep 8, 11:38 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 11d 1h
🚗
Status: Tech Off Site by Kevin Cox Sep 8, 12:38 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 59m
⏱️
▶
2 3x Labor Added Sep 8, 5:31 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Kevin Cox
From: Tech Off Site, Completed
To: Completed, Closed
Duration in Previous: 4h 58m, 0m
📄
▶
2 Status: Ready to Bill Sep 9, 1:06 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⏳ 4.0 business days
🧾
Invoice Created Sep 14, 12:37 PM
Invoice Number: SM-240397

Bottlenecks

Assigned
Duration: 3.0 business days (threshold: 4.0 business hours)
Exceeded by 2.5 business days
Scheduled
Duration: 7.0 business days (threshold: 2.0 business days)
Exceeded by 5.0 business days
Closed
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.4 business hours

🔗 Related Artifacts

📞
Case 00521371
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Kevin Cox
Scheduled
Sep 8, 10:00 AM
Created
Aug 22, 4:12 PM
Invoice #
SM-240397

Work Details (3)

Name Type Status Qty Amount Date
WL-02928899 Labor Open 0.33333333333333 $0.00 Sep 8, 5:31 PM
WL-02928900 Labor Open 1 $110.00 Sep 8, 5:31 PM
WL-02928901 Travel Open 10 $110.00 Sep 8, 5:31 PM

Details