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WO-01302009 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Wellspring Clinic — 2012 S Tollgate Rd, Ste 207, Bel Air MD, 21015

Sep 5, 2025 → Nov 9, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Sep 11, 2025
✗ SLA Missed (2 biz days late)
Active: 6 biz days
Paused: 39 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Nov 10, 2025)
🏭 Customer Supplied Parts (1)
SLA Target
▶ Clock Running
Status: Created
Sep 5 → Sep 5, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 5 → Sep 8, 2025
1 business day (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Scheduled
Sep 8 → Sep 9, 2025
1 business day (counted)
Running total: 2 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Sep 9 → Sep 10, 2025
1 business day (counted)
Running total: 3 of 4 biz days used
⏸39d
⏸ Clock Paused
Status: Awaiting Parts
Sep 10 → Nov 5, 2025
39 business days (not counted)
▶ Clock Running
Status: Reschedule
Nov 5 → Nov 10, 2025
3 business days (counted)
Running total: 6 of 4 biz days used
Created: Sep 5, 2025 Completed: Nov 10, 2025
Business Days Used 6 / 4
0 4d budget +2d over
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Sep 5 → Sep 5 Created ▶ Running 0 0 / 4
Sep 5 → Sep 8 Ready for Scheduling ▶ Running 1 1 / 4
Sep 8 → Sep 9 Scheduled ▶ Running 1 2 / 4
Sep 9 → Sep 10 Tech On Site ▶ Running 1 3 / 4
Sep 10 → Nov 5 Awaiting Parts ⏸ Paused 39 —
Nov 5 → Nov 10 Reschedule ▶ Running 3 6 / 4
Dispatch 0.0d
Material Management 40.0d
Coordinators 6.9d
Field Work 1.1d
Billing 20.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
40.0 days
Over SLA
Coordinators
6.9 days
Over SLA
Field Work
1.1 days
Over SLA
Billing
20.0 days
Over SLA
Created: Sep 5, 2025 Due: Nov 11, 2025 Completed: Nov 10, 2025 (1 days early)
📅
45.3 days Total Age
⏱️
40.0d in Awaiting Parts Longest Stage
🔄
9 transitions Status Changes
⚠️
57.0d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00524864
Midmark Service Request Dispatch Authorization - WO-00101729
Closed
Serial # V341297 Item 223-015 DISCONTINUE M37588-RITTER BARRIER-FREE EXAM TBL,RCPT Travel Zone 1 Customer Down? Yes Mobile Dispatch Type Repair Email nuarene@msn.com PROBLEM SUMMARY NWD No back function ADDITIONAL NOTES If part(s) are identified after speaking with Midmark Tech Service, the Service Company Tech must contact the POC for authorization before ordering. Once approved, notify Midmark immediately. If more time is needed for the customer’s decision to proceed, inform Midmark Dispatch at 937.688.9175 or dispatch@midmark.com. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you! DISPATCH ITEMS Serial # V341297 Item 223-015 ITEM DESCRIPTION DISCONTINUE M37588-RITTER BARRIER-FREE EXAM TBL,RCPT PCR CODES Problem Cause Resolution BACK FUNCTION NOT OPERATING PROPERLY UM UNDETERMINED DIAGNOSING PRODUCT Problem Change Cause Change Resolution Change
Priority
Standard
Origin
Email
Reason
New Case
Contact
Nkiruka Arene
Owner
Leona Coonrod
Created
Sep 5, 2025
Work Orders from this Case (1)
WO-01302009 (current) Invoiced
Repair • Michael Harris
Created: Sep 5, 2025 • Closed: Nov 9, 2025
Completed with significant delays
Invoiced • 180 days old
🚨
Primary Delay 40.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 57.0 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
1.7d / 1.0d SLA
Scheduled
2.0d / 2.0d SLA
Tech On Site
1.1d / 1.0d SLA
Awaiting Parts
40.0d / 3.0d SLA
Reschedule
3.2d / 2.0d SLA
Closed
1.0d / 1.0d SLA
Billing Review
20.0d / 2.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/12/2025 ABelyea - added serial number

11/11 NSuarez Serail # needs to be updated on wo.

11/5/25 RCook- Received email from Denise/MIdmark requesting that we close WO and submit paperwork. See logged email on WO-01309382. Moved WO to reschedule status. Chattered:


@[Michael Harris]​ Per Midmark: Please close work order and submit paperwork. @[Matthew Bateman]​ @[Stephanie Ramen]​ 


9/8 MOwens Received call from Nkiruka Arene to schedule the visit. Scheduled for fist available on 9/9 with eta between 9-10am.

9/5/25 lcoonrod

left message with WO # and that someone would be reaching out to set up the appt.

🔧 Work Performed
the limit switch bumper deteriorated. when the exam chair was tilted all way back the bumper stuck the limit switch down. as the chair went up the limit switch was stuck in the down position. the limit switch bumper rubber was cleaned off the limit switch and the limit switch is in good working condition. the customer would like a quote for the replacement of the limit switch bumper. 053-1594-00-312 at $10.30
🔍 Technician Findings
the exam chair back does not tilt down but will tilt up.
⚠️ Problem Description
Serial # V341297 Item 223-015 DISCONTINUE M37588-RITTER BARRIER-FREE EXAM TBL,RCPT Travel Zone 1 Customer Down? Yes Mobile Dispatch Type Repair Email nuarene@msn.com PROBLEM SUMMARY NWD No back function ADDITIONAL NOTES If part(s) are identified after speaking with Midmark Tech Service, the Service Company Tech must contact the POC for authorization before ordering. Once approved, notify Midmark immediately. If more time is needed for the customer’s decision to proceed, inform Midmark Dispatch at 937.688.9175 or dispatch@midmark.com. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you! DISPATCH ITEMS Serial # V341297 Item 223-015 ITEM DESCRIPTION DISCONTINUE M37588-RITTER BARRIER-FREE EXAM TBL,RCPT PCR CODES Problem Cause Resolution BACK FUNCTION NOT OPERATING PROPERLY UM UNDETERMINED DIAGNOSING PRODUCT Problem Change Cause Change Resolution Change
📄 Description
Midmark 626 (Series) (-001 thru -006) Barrier-Free Exam Chair

Timeline

📞
Case Linked Sep 5, 12:36 PM
Case Number: 00524864
Subject: Midmark Service Request Dispatch Authorization - WO-00101729
Status: Closed
📋
Work Order Created Sep 5, 2:02 PM
Work Order: WO-01302009
Type: Repair
Priority: P4
📅
Status: Ready for Scheduling by Leona Coonrod Sep 5, 2:11 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 9m
⏳ 2.0 business days
👷
▶
3 Technician Assigned Sep 8, 10:04 AM
Technician Assigned → Dispatch Scheduled → Status: Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2025-09-09T13:00:00.000+0000
🗓️
Status: Scheduled by Melissa Owens
From: Ready for Scheduling
To: Scheduled
Duration in Previous: 2d 19h
⏳ 2.0 business days
🔧
Status: Tech On Site by Michael Harris Sep 9, 1:53 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 3h
⏱️
6x Labor Added Sep 9, 9:22 PM
Type: Labor, Travel, Expenses
Status: Open
Qty: 1, 35
📦
▶
2 Parts Requested Sep 9, 10:17 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Michael Harris
From: Tech On Site
To: Awaiting Parts
Duration in Previous: 8h 24m
🚨 40.2 business days
🔄
Status: Reschedule by Rhea Berry Nov 5, 1:41 PM
From: Awaiting Parts
To: Reschedule
Duration in Previous: 56d 16h
⏳ 3.0 business days
✔️
Status: Completed by Michael Harris Nov 9, 11:18 PM
From: Reschedule, Completed
To: Completed, Closed
Duration in Previous: 4d 9h, 0m
⏳ 1.0 business days
💵
Status: Billing Review by Nancy Suarez Nov 11, 1:45 PM
From: Closed
To: Billing Review
Duration in Previous: 1d 14h
🚨 20.0 business days
📄
▶
3 Status: Ready to Bill Dec 11, 3:12 PM
Status: Ready to Bill → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🧾
Invoice Created
Invoice Number: SM-248781

Bottlenecks

Ready for Scheduling
Duration: 1.7 business days (threshold: 1.0 business days)
Exceeded by 5.8 business hours
Tech On Site
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 0.4 business hours
Awaiting Parts
Duration: 40.0 business days (threshold: 3.0 business days)
Exceeded by 37.0 business days
Reschedule
Duration: 3.2 business days (threshold: 2.0 business days)
Exceeded by 1.2 business days
Billing Review
Duration: 20.0 business days (threshold: 2.0 business days)
Exceeded by 18.0 business days

🔗 Related Artifacts

📞
Case 00524864
Closed
📦
Parts Order 00081481
Canceled

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Michael Harris
Scheduled
N/A
Created
Sep 5, 2:02 PM
Invoice #
SM-248781

Work Details (6)

Name Type Status Qty Amount Date
WL-02930560 Labor Open 1 $0.00 Sep 9, 9:22 PM
WL-02930561 Labor Open 1 $110.00 Sep 9, 9:22 PM
WL-02930562 Labor Open 1 $0.00 Sep 9, 9:22 PM
WL-02930563 Travel Open 35 $110.00 Sep 9, 9:22 PM
WL-02930564 Travel Open 35 $0.00 Sep 9, 9:22 PM
WL-02930565 Expenses Open 1 $0.00 Sep 9, 9:22 PM

Details